How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Charles A. Roberts Your Own Question

Charles A. Roberts
Charles A. Roberts, Computer Enthusiast
Category: Laptop
Satisfied Customers: 598
Experience:  Laptop repair specialist
46034742
Type Your Laptop Question Here...
Charles A. Roberts is online now
A new question is answered every 9 seconds

My son and I are on vacation in Oregon. We have a Toshiba

Customer Question

My son and I are on vacation in Oregon. We have a Toshiba Satellite. He cannot connect to the wireless here at the house. No other computer is having this difficulty. Any advice? Thank you!
JA: Just to clarify, what's the exact model of your Toshiba? And what operating system are you running?
Customer: How do I find the model of the Satellite. Operating system is Windows 10.
JA: Have you installed any updates recently? What troubleshooting have you tried?
Customer: Model number on the back is C55-C5270. Don't know about recent updates. My son tried the network troubleshooter. Not sure exactly because I wasn't here when they were looking at it.
JA: Anything else you want the computer expert to know before I connect you?
Customer: My son said he has had this difficulty before at his father's home in Pullman, WA. He seems to be able to connect to the wireless at my home though. Thanks for any help you can give us.
Submitted: 3 months ago.
Category: Laptop
Expert:  Cody replied 3 months ago.

Hello. My name is ***** ***** I will be assisting you today.

Expert:  Cody replied 3 months ago.

Does it see the network and you connect to it, then what happens?

Customer: replied 3 months ago.
The computer sees the network, but when he tries to connect to it, it does not go to the password ***** and simply displays the message, "No internet, secure."
Expert:  Cody replied 3 months ago.

do you have a flash drive and can we connect to a working computer?

Customer: replied 3 months ago.
We do have a flash drive, but my son's computer can't connect to the internet. I am using a work computer to connect with you.
Expert:  Cody replied 3 months ago.

Can we connect to yours to download a network card driver?

Please download and run this file and provide me the ID/Password:
https://download.teamviewer.com/download/version_12x/TeamViewerQS_en.exe

Customer: replied 3 months ago.
This is a work computer, and I'm not authorized to do that. Can you call me to troubleshoot this over the phone?
Expert:  Cody replied 3 months ago.

What operating system is the Toshiba?

Customer: replied 3 months ago.
Windows 10.
Expert:  Cody replied 3 months ago.

go to start menu --> right click computer --> manage --> network --> whats it say for Wireless, does it say Intel, Atheros..etc?

Customer: replied 3 months ago.
When he left-clicks on the start menu, he doesn't see "computer." When he right-clicks on the start menu, he sees "computer management."
Expert:  Cody replied 3 months ago.

computer management go there --> device manager --> network

Customer: replied 3 months ago.
Under device manager, he sees "Network Adapters," not "Network."
Expert:  Cody replied 3 months ago.

under network adapters whats listed for wireless?

Customer: replied 3 months ago.
There is no "wireless" listing. There are a lot of "WAN Miniport" listings.
Expert:  Cody replied 3 months ago.

download the below 2 files

try to install the 1st one then test the wireless, if that doesn't work try this 2nd download link
http://files.ecp.toshiba.com/2016/08/20/0652/31/TCK0001000C.exe

http://files.ecp.toshiba.com/2016/08/18/1916/53/TCK0002300E.exe

Customer: replied 3 months ago.
I'm sorry, but this computer is not the one we're troubleshooting. The one that is having issues is not connecting to internet, and the computer I'm using to talk with you is a work computer only. I can't download on this machine. Is there a way to download DIRECTLY to a USB drive, bypassing this machine?
Expert:  Cody replied 3 months ago.

If you're in Internet Explorer, or Edge you can click the link and choose save as, then download it to the flash drive.

Customer: replied 3 months ago.
First link didn't work; we're trying the second one now...
Expert:  Cody replied 3 months ago.

ok

Customer: replied 3 months ago.
Second link didn't work either.
Expert:  Cody replied 3 months ago.

you have a network cable to plug directly in to router temporarily?

otherwise here are a couple other ones to try

http://files.ecp.toshiba.com/2016/08/19/1027/15/TCK0003800D.exe

http://files.ecp.toshiba.com/2016/08/19/1417/45/TCK0005600B.exe

Customer: replied 3 months ago.
No network cable. Will try the other files next.
Expert:  Cody replied 3 months ago.

you have a smartphone to connect to that wifi temporarily to test?

Customer: replied 3 months ago.
We have four devices successfully wirelessly connected to the wi-fi modem, including two smart phones. It's not the router. My son is testing the other links now.
Customer: replied 3 months ago.
Neither of those last 2 links worked - same result with the "No internet, secured" message.
Expert:  Cody replied 3 months ago.

go to start menu --> control panel --> network/sharing center --> change adapter settings --> is there a Wireless icon here?

Customer: replied 3 months ago.
We found a "Network and Sharing Center", but no "Change Adaptor Settings" option...
Expert:  Cody replied 3 months ago.

upper left corner

Customer: replied 3 months ago.
Found it...we see an Ethernet icon with a red X under it and a WiFi icon with "Unidentified network" and "Broadcom 802.11n Network Adap..." under it.
Expert:  Cody replied 3 months ago.

right click on WiFi --> properties --> highlight ipv4 --> properties --> is obtain ip automatically checked?

Customer: replied 3 months ago.
Expert:  Cody replied 3 months ago.

on your computer go to start menu --> search for cmd --> open that up and type in ipconfig

what do you have for an ip address and gateway?

on the other computer choose use the following IP address

Customer: replied 3 months ago.
I'm not sure what you mean...what following IP address?
Expert:  Cody replied 3 months ago.

on the broken computer instead of obtain ip switch it to use the following ip address

then we need you to do the ipconfig on your computer to find out the ip address information

Customer: replied 3 months ago.
I have an ipv4 and an ipv6 address. What do I do with them? BTW, we've been trying to resolve this for an hour and a half. Would it be quicker to talk by phone?
Expert:  Cody replied 3 months ago.

what is the ipv4 address on your computer?

Customer: replied 3 months ago.
What do you want me to do with the ipv4 address?
Expert:  Cody replied 3 months ago.

tell me what it is

Customer: replied 3 months ago.
I'm not comfortable giving you the work computer's IP address. What would you like me to do with it here?
Expert:  Cody replied 3 months ago.

its just an internal ip address, its probably 192.168.0.10 or something similair

whatever it is put that information in the other computer and change the last part of the ip address, if yours is 192.168.0.10 then on the other computer put in 192.168.0.240

subnet = 255.255.255.0

gateway = whatever you have for a gateway.

dns = 8.8.8.8 click ok and close on the windows and test it

Customer: replied 3 months ago.
The broken computer has "autoconfiguration ipv4 address" and "ipv6 address." It does not have a "dns" option, it only has "connection-specific dns suffix."
Expert:  Cody replied 3 months ago.
Expert:  Cody replied 3 months ago.

i'll be back in a bit

Customer: replied 3 months ago.
We are still in the cmd window.
Customer: replied 3 months ago.
Are we still supposed to be in the cmd window?
Expert:  Cody replied 3 months ago.

cmd window on your computer

on the broken computer

go to start menu --> control panel --> network/sharing center --> change adapter settings -->

right click on WiFi --> properties --> highlight ipv4 --> properties --> i

Customer: replied 3 months ago.
We're not seeing the window you are. We have been doing this for two hours, with no success. Since we've been unable to resolve the matter in that amount of time, we're going to take the computer to a shop tomorrow to be worked on directly. Thank you for your time. Please verify that you will not bill our credit card.
Customer: replied 3 months ago.
Please verify that you will not bill our credit card.
Customer: replied 3 months ago.
Are you still here?