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Jason Jones
Jason Jones, Computer Technician
Category: Laptop
Satisfied Customers: 15795
Experience:  10+ years of both work experience and education.
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My Toshiba laptop will not connect to the internet due to a

Customer Question

Hello,
My Toshiba laptop will not connect to the internet due to a driver issue with the qualcomm connector. How do I fix this?
Submitted: 1 year ago.
Category: Laptop
Expert:  Jason Jones replied 1 year ago.

Hello,

I am the person that will be helping you today.

When you plug the laptop into your router or modem with a network cable, can you access the Internet?

I will be standing by, looking forward to your response.

Thank you,
Jason

Customer: replied 1 year ago.
Hi Jason,No, I cannot access the internet. It displays with a red and white "x" over the wireless icon. When I troubleshoot, I get the following message "The Qualcomm Atheros AR956x Wireless Network Adapter is experiencing driver or hardware-related problems.
Expert:  Jason Jones replied 1 year ago.

So when you get a network cable, plug one end into your computer, and plug the other end into your router, you cannot access the Internet?

Customer: replied 1 year ago.
No, I've tried that too.
Expert:  Jason Jones replied 1 year ago.

Okay, can you plug it in again and try once more to check?

Customer: replied 1 year ago.
Sure. I plugged it in. Is there somewhere specific I should try to access?
Expert:  Jason Jones replied 1 year ago.

On that computer, try going to the following website: http://74.208.221.55

What do you see on the computer when you go to that page?

Customer: replied 1 year ago.
It says unable to connect
Expert:  Jason Jones replied 1 year ago.

Please, follow the steps below on the problem computer:

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: cmd
- Click the Ok button.
- In the black window, type the following and press Enter: ipconfig
- Press Enter
Question #1: What is shown for the IP Address, Subnet Mask & Default Gateway?
- In the black window, type the following and press Enter: ping 4.2.2.3
Question #2: What does it say, replies or request timed outs?
- In the black box, type the following and press Enter: ping red.com
Question #3: What does it say, replies or request timed outs?

Customer: replied 1 year ago.
When I first open the box, it says this:Microsoft Windows (Version 6.3.9600)
(c) 2013 Microsoft Corporation. All rights reserved.Then I entered the ping 4.2.2.3 and it displayed transmit failure. General failure.For ping statistics it read Sent 4, Received 0, Lost 4, 100% LossFor red.com it displayed ping request could not find host red.com. Please check the name and try again.
Expert:  Jason Jones replied 1 year ago.

Okay, what did it say after you typed the ipconfig command and pressed enter?

Customer: replied 1 year ago.
Windows IP ConfigurationC:/users/Tara>
Expert:  Jason Jones replied 1 year ago.

That means that no network adapters are installed.

It sounds as though the network adapter is faulting. One way to fix this is to simply 'uninstall' the network adapter from the device manager and allow the computer to reinstall it.

Please, follow the instructions below:
- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: devmgmt.msc
- Click the Ok button.
- Click the plus sign next to Network Adapters
- Right click the Local Area Connection Adapter's Icon
- Choose Uninstall. Uninstall Device.
- Right click another item in the list and choose "Scan for Hardware Changes"
- Choose to automatically install the device (click next > next > Finish)

Once that is complete, check if you can get online while plugged into the router/modem with a cable.

Customer: replied 1 year ago.
I got to "scan for hardware changes" and when I click on that, it does nothing.
Expert:  Jason Jones replied 1 year ago.

Which items are contained within the Network Adapters section?

Customer: replied 1 year ago.
WAN Miniport (IKEv2)
WAN Miniport (IP)
WAN Miniport (IPv6)
WAN Miniport (L2TP)
WAN Miniport (Network Monitor)
WAN Miniport (PPPOE)
WAN Miniport (PPTP)
WAN Miniport (SSTP)
Expert:  Jason Jones replied 1 year ago.

Uninstall all of those items and then scan for hardware changes. After you do that, what do you see?

Customer: replied 1 year ago.
It won't let me uninstall them... When I click uninstall, it doesn't do anything.
Expert:  Jason Jones replied 1 year ago.

What happens when you attempt to uninstall them?

Customer: replied 1 year ago.
The popup box appears warning that I am about to uninstall the device. The green status bar appears and cuts off.
Expert:  Jason Jones replied 1 year ago.

Which green status bar are you referring to?

Customer: replied 1 year ago.
The uninstall in progress bar, sorry.
Expert:  Jason Jones replied 1 year ago.

May I ask for the full brand and model name of your laptop? You will need to install the network drivers for your laptop.

Customer: replied 1 year ago.
It is the Toshiba Satellite C55-B5202
Expert:  Jason Jones replied 1 year ago.

To start, please, download and save the file from the following page (on the page, click the Download button): http://support.toshiba.com/support/modelHome?freeText=1200008359

Save that file on a usb drive or CD and then transfer it to other computer. On the problem computer, open the file and install it.

After that is complete, are you able to get online while plugged into the modem/router?

Customer: replied 1 year ago.
which one do I download? There are a lot...
Expert:  Jason Jones replied 1 year ago.

I am sorry about that. The correct URL was not inserted. Please, download the following file and run it on the problem computer: http://tinyurl.com/hoger47

Customer: replied 1 year ago.
That's okay, thank you! I will start the download now.
Expert:  Jason Jones replied 1 year ago.

Thank you

Customer: replied 1 year ago.
Which item am I supposed to select to install? There are quite a few that went into the USB file....
Expert:  Jason Jones replied 1 year ago.

There should be only one file. The file that you downloaded was named: TCK0002400C.exe

So run that file, please.

Customer: replied 1 year ago.
I ran the file, but do not see where anything happened.
Customer: replied 1 year ago.
I am trying again.
Expert:  Jason Jones replied 1 year ago.

After you run the program, it will give you a window on which you can then choose to start the program. Did you see that? If you didn't, run it again.

Customer: replied 1 year ago.
When I run the initial file, the set up with Program name Realtek LAN Driver appears and asks if I want to allow the following program to make changes to the computer. It says the file origin is the Hard drive on the computer. When I click yes, the box disappears and nothing happens.
Expert:  Jason Jones replied 1 year ago.

Before you click the Next button, click the Options button first. On the next screen, make note of the "Extract to folder" value. That is the folder to which the files will be copied. Also, make sure all three of those checkboxes are checked. Once that is all set, click Next and continue.

Customer: replied 1 year ago.
I did and same thing, nothing happened.
Expert:  Jason Jones replied 1 year ago.

Okay. What is the Extract to Folder value? Go to that folder and open the file named Setup.exe

Customer: replied 1 year ago.
I opened it and am getting the "do you wan to allow the following program from an unknown publisher to make changes to this computer" dialog box. Should I press yes?
Customer: replied 1 year ago.
Okay, I clicked yes and I am on the welcome page of the setup wizard. I have three options; modify, repair or remove.
Expert:  Jason Jones replied 1 year ago.

Choose Repair

Customer: replied 1 year ago.
I got an error dialog box that reads " Realtek Ethernet Controller Driver - InstallShield Wizard FindFilefailed"
Expert:  Jason Jones replied 1 year ago.

Run it again. This time choose Remove. After that is done, run the file again to install it.

Customer: replied 1 year ago.
I did and it gave me the FindFile failed again.
Expert:  Jason Jones replied 1 year ago.

It sounds as though the network adapter is faulting. One way to fix this is to simply 'uninstall' the network adapter from the device manager and allow the computer to reinstall it.

Please, follow the instructions below:
- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: devmgmt.msc
- Click the Ok button.
- Click the plus sign next to Network Adapters

Do you see any items on the window that have a yellow exclamation mark next to it?

Customer: replied 1 year ago.
Not under network adapters, but under other devices the network controller icon has an exclamation point.
Expert:  Jason Jones replied 1 year ago.

Double click that item, click the Details tab, choose Hardware IDs from the pull down menu. What is the first item in the listing that shows? (give me the full ID, please).

Customer: replied 1 year ago.
PCI/VEN_168C&DEV_0036&SUBSYS_183211AD&REV_01The slashes that I am using are backslashes, I just can't find that on my keyboard :)
Expert:  Jason Jones replied 1 year ago.

Which version of Windows are you using?

Customer: replied 1 year ago.
windows 8.1 with bing
Expert:  Jason Jones replied 1 year ago.

Hello,

Please, download and run this file on the problem computer: http://tinyurl.com/jnlflhp

That will get the wireless working. Please, let me know the results after you are finished doing that.

Thank you,

Jason

Customer: replied 1 year ago.
Okay, it is installing.
Expert:  Jason Jones replied 1 year ago.

Thank you for the update. I look forward to your update once it is complete.

Customer: replied 1 year ago.
Okay, that installed successfully.
Expert:  Jason Jones replied 1 year ago.

Great. Are you able to connect to your wireless signal now?

Customer: replied 1 year ago.
My wireless icon is missing from the task bar at the bottom of the screen, so I am not sure how to access it...
Expert:  Jason Jones replied 1 year ago.

You may have to reboot the computer. Let's try this:

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: ncpa.cpL
- Click the Ok button.
- Right click the Wireless icon and choose Connect to a wireless signal. Are you able to connect?

Customer: replied 1 year ago.
No, it displays another error: the modem (or other connecting device) has reported an error.
Expert:  Jason Jones replied 1 year ago.

Restart the computer once and try again.

Customer: replied 1 year ago.
Nope, same error
Expert:  Jason Jones replied 1 year ago.

Go back to the device manager. Is that network controller still showing a yellow exclamation mark?

Customer: replied 1 year ago.
No, it is now the Qualcomm Atheros AR956x Wireless Network Adapter that has the exclamation mark.
Expert:  Jason Jones replied 1 year ago.

Double click that item. What is it's status?

Customer: replied 1 year ago.
This device cannot start. (Code 10)(Operation Failed)
The requested operation was unsuccessful.
Expert:  Jason Jones replied 1 year ago.

That is curious. Do you have any other items in the Device Manager with a yellow exclamation mark next to it?

Customer: replied 1 year ago.
No.
Expert:  Jason Jones replied 1 year ago.

That is very odd.

- Hold down the two following keys at the same time: Windows key and the letter R

- In the box that comes up, type: ncpa.cpL
- Click the Ok button.

Which icons / items are listed in that Window?

Customer: replied 1 year ago.
Broad Band Connection
Disconnected
WAN Miniport (PPPOE)That is it.
Expert:  Jason Jones replied 1 year ago.

That is even more odd. The lan adapter is nowhere to be found.

Please, go back to the device manager and attempt to uninstall every device under the Network Adapters heading.

Customer: replied 1 year ago.
It would not allow me to uninstall, so I disabled.
Expert:  Jason Jones replied 1 year ago.

Okay, so all of them are disabled? Leave all the Wan Miniport items disabled. Besides the Miniport items, which are listed there?

Customer: replied 1 year ago.
The only things listed other than the qualcomm adapter are the miniports.
Expert:  Jason Jones replied 1 year ago.

Uninstall the Qualcomm. When it asks to delete the files or not, choose not to delete the files. Once that is complete, reboot the computer once and test the wireless connection.

Customer: replied 1 year ago.
Now when I click connect it does nothing.
Expert:  Jason Jones replied 1 year ago.

Now when you click it, it does nothing. What are you clicking?

Customer: replied 1 year ago.
The broadband connection to connect to the internet.
Expert:  Jason Jones replied 1 year ago.

Okay. I was confused. Sorry about that. You don't have to do anything with the 'broadband connection'. That will not help. Go back to the device manager, please. Is the Qualcom Listing showing a yellow exclamation mark next to it?

Customer: replied 1 year ago.
now it is the only one listed under adapters
Expert:  Jason Jones replied 1 year ago.

Uninstall it once more and scan for hardware changes. Was there any change? Also, is there any other item on that window with a yellow exclamation mark next to it? Check to see if there are any listed in the "Other devices" group.

Customer: replied 1 year ago.
When I scanned for hardware changes, the screen changed a few times. The old "other devices" showed with an exclamation then went away, then the qualcomm adapter showed normal, then popped back up with an exclamation point. Now it is back to where it was previously.
Customer: replied 1 year ago.
Is there a way I can resume this at a later time? I need to sign off for the night.
Expert:  Jason Jones replied 1 year ago.

Yes, we can do that. Just come back to this page when you are ready to continue. When you are ready to continue, I would suggest looking in the BIOS of the computer and resetting it.

Customer: replied 1 year ago.
Okay thank you!
Expert:  Jason Jones replied 1 year ago.

You are welcome. Thank you

Customer: replied 1 year ago.
Hi Jason,I am so sorry. I will try to join our conversation again tonight. I have had no scheduling luck lately. Thank you!-Tara
Expert:  Martin replied 1 year ago.

Hello Marilyn and welcome!

There's a list of steps here you can follow to reset your profile which will solve the problem:

https://forum.openoffice.org/en/forum/viewtopic.php?p=58401#p58401

Alternatively, if it's too technical I can connect to you via a secure remote support session and do it for you in a couple of minutes.

Please reply using the box below.

Regards,
Martin

Expert:  Martin replied 1 year ago.

Please disregard the last message as it was intended for another user.

Martin

Expert:  Jason Jones replied 1 year ago.

I will be standing by.