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Mike
Mike, Mac Medic
Category: Mac
Satisfied Customers: 8279
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
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None of my google products work. Google.com won't load,

Customer Question

None of my google products work. Google.com won't load, chrome cast won't work, and all the associated google apps (i.e. Gmail, YouTube etc) won't work.
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you runninng?
Customer: I think Yosemite. How to I check that?
JA: Have you installed any updates recently?
Customer: No
JA: What troubleshooting have you tried?
Customer: We did troubleshoot with our ISP provider. No problems there. We've rebooted the modem and router and restored factory settings on the router. Google works just fine on my iPhone when using my data but not when connected to my wireless.
JA: Anything else you want the Mac expert to know before I connect you?
Customer: Nope.
Submitted: 3 months ago.
Category: Mac
Expert:  Jins M. N. replied 3 months ago.

Hello Sir/Madam. Thank you very much for giving us an opportunity to help you. I am Jins here to assist you. Please remember these things when we deal with your issue. It may take more than one step/answer to solve a problem. So If my answers don’t work or if you are not satisfied, please don’t Rate my answer as Bad or Poor Service, but please Reply back to me by clicking the “Continue Conversation” or “Reply” button and I will gladly continue to help. Remember, only Rate answer after you are 100% Satisfied. Please do not rate an answer, if you are not satisfied.

The problem is with your iPhone right ? Is Google and other google services working on your Mac computer ? You said when you use data, google services working on iPhone and when you connect to WiFi, it is not working. If you connect your iPhone to WiFi, can you load other websites not related to Google ?

Regards
Jins

Customer: replied 3 months ago.
The problem is with my MacBook Air, an iPhone 6, iPhone 5 and an iPad. All devices are having the same problem.
Customer: replied 3 months ago.
Any time I'm connected to our wifi on any device, Google.com will not load.
Expert:  Jins M. N. replied 3 months ago.

If you connect your devices to WiFi, can you load other websites not related to Google ? For example if you connect your Macbook to WiFi, can you access justanswer.com and yahoo.com?

Regards
Jins

Customer: replied 3 months ago.
other websites work just fine.
Expert:  Jins M. N. replied 3 months ago.

Good, then can I remote onto your Machine and have a look at your problem? It’s fully secure and you can see what I am doing at all times. If you wish please accept my remote support offer and let me know your time zone and the time period you prefer for remote support. Then I can send you the details to connect.

Regards
Jins

Customer: replied 3 months ago.
Can we try to work through this first?
Customer: replied 3 months ago.
Hello?
Expert:  Jins M. N. replied 3 months ago.

Okay, first of all please check Time and date settings are correct on all of your devices.

Customer: replied 3 months ago.
They are correct.
Expert:  Jins M. N. replied 3 months ago.

Are you using any antivirus or firewall ?

Customer: replied 3 months ago.
No
Expert:  Jins M. N. replied 3 months ago.

Can you please let me know your Wifi router/modem manufacturer and model details?

Expert:  Jins M. N. replied 3 months ago.

Hello

Customer: replied 3 months ago.
Router Info
Name Belkin AC1200 Dual-Band Gigabit Router
Model F9K1113 v4
Firmware 4.03.08, 02/25/2014
Serial No. 20316GO7204001
Boot Loader v1.10.0
Customer: replied 3 months ago.
Are you still there?
Expert:  Jins M. N. replied 3 months ago.

Access your Router settings section and disable filtering, also set DNS to 8.8.8.8 and 8.8.4.4 and check the result.

Customer: replied 3 months ago.
There were no filters. I changed my DNS to 8.8.8.8 and 8.8.4.4. No change.
Expert:  Jins M. N. replied 3 months ago.

You need to restart your wifi router after making the changes. Can you ping to www.google.com when you use wifi ?

Customer: replied 3 months ago.
Actually, now I have no service at all.
Customer: replied 3 months ago.
Restarting now.
Customer: replied 3 months ago.
Still no connection to the Internet.
Expert:  Jins M. N. replied 3 months ago.

not getting any sites?

Customer: replied 3 months ago.
The modem does not show connection the Internet.
Customer: replied 3 months ago.
I can't access anything now.
Expert:  Jins M. N. replied 3 months ago.

change DNS to 208.67.222.220 and 208.67.222.222

Expert:  Jins M. N. replied 3 months ago.

restart and check again

Customer: replied 3 months ago.
Internet is back. Still no google capabilities.
Expert:  Jins M. N. replied 3 months ago.

Then please try to update the router to latest firmware and check after that.

Customer: replied 3 months ago.
I've already done that. It is current.
Expert:  Jins M. N. replied 3 months ago.

Are you able to ping www.google.com while on WiFi?

Customer: replied 3 months ago.
What do you mean by ping?
Expert:  Jins M. N. replied 3 months ago.
  1. Ensure you are connected to WiFi and there is internet access. Then Open Network Utility (located inside Applications > Utilities).
  2. Click Ping.
  3. Fill out the “Enter the network that you want to ping” field. Enter URL www.google.com to test the ping.
  4. Click Ping

What it shows ?

Customer: replied 3 months ago.
Mac > applications > utilities
No option for "network utility"
Customer: replied 3 months ago.
I have an airport utiltiy
Customer: replied 3 months ago.
I can get to "network" through the system preferences but still no ping option.
Expert:  Jins M. N. replied 3 months ago.

Okay open terminal, type the command ping www.google.com and press return

Customer: replied 3 months ago.
I have no option to ping.
Expert:  Jins M. N. replied 3 months ago.

open terminal (click on Terminal located in Applications > Utilities), type the command ping www.google.com and press return

Plz check this tutorial http://www.macworld.co.uk/how-to/mac/how-test-ping-on-your-mac-3524076/

Customer: replied 3 months ago.
10 packets sent, 0 received, 100% loss
Customer: replied 3 months ago.
Still there?
Customer: replied 3 months ago.
Customer: replied 3 months ago.
It's Friday night and I need to go to sleep soon. Can I expect a solution any time soon?
Expert:  Jins M. N. replied 2 months ago.

Can you please check with another WiFi router? I think the problem is with the router.

Regards

Jins