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Cody
Cody, Senior Systems Administrator
Category: Computer Hardware
Satisfied Customers: 2279
Experience:  Systems Administrator
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Geoff here,AM HAVING TROUBLE CONNECTING TO THE INTERNET.

Customer Question

Hello Geoff here,
AM HAVING TROUBLE CONNECTING TO THE INTERNET. SHOWING THE CONNECTION AND EXCELLENT SIGNAL STRENGTH BUT AFTER TRYING SAYS 'FAILED TO CONNECT'
APPRECIATE YOU HELP THANKS
Submitted: 1 year ago.
Category: Computer Hardware
Expert:  michelleclive replied 1 year ago.
Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.I am sorry to know that you are facing problem with your computer. How are you connected to us now are you using your phone or you are connected on the problem computer?
Customer: replied 1 year ago.
COMPUTER AND INTERNET IS WORKING FINE. THE TV CAM USED FOR SKYPE CANNOT CONNECT FOR SOME REASON.
Expert:  michelleclive replied 1 year ago.
So you are facing a problem with you TV cam and not a computer connectivity is that correct.
Customer: replied 1 year ago.
THE TV CAM BRINGS SKYPE CONNECTION TO MY TELEVISION . IT SHOWS THE CONNECTION TO THE COMPUTER ROUTER AND THAT STRENGTH IS EXCELLENT- BUT THEN STILL FAILS TO CONNECT.
Expert:  michelleclive replied 1 year ago.
Step1. unplug the router power and let it sit for 2 mins power it back on and wait another 2 mins to let the router boot up.step2. Unplug the Tv power and wait for 3 mins and then power it on.Try connecting skype and let me know how it goes.
Customer: replied 1 year ago.
Thank you Michelle - will report back when this is done.
Expert:  michelleclive replied 1 year ago.
sure thanks.
Customer: replied 1 year ago.
Has still failed to connect. It recognises the connection - then says testing connection - but fails to connect.
Expert:  michelleclive replied 1 year ago.
can you run a command line on the computer that will give a clear picture where the fault is.let me know when you are ready.
Customer: replied 1 year ago.
what is a command line?
Expert:  michelleclive replied 1 year ago.
are you on a computer chatting with me?
Customer: replied 1 year ago.
yes - the computer and internet work well. there is no problem there.
Expert:  michelleclive replied 1 year ago.
its has windows 10 or 7
Customer: replied 1 year ago.
windows 7
Expert:  michelleclive replied 1 year ago.
click on start select search type in cmd and hit enter.
Expert:  michelleclive replied 1 year ago.
you will get a black box windows type in ping www.google.com -t hit enter
Customer: replied 1 year ago.
says please check name and try again
Expert:  michelleclive replied 1 year ago.
are you on the command prompt?
Customer: replied 1 year ago.
yes - will keep trying must be doing something wrong
Customer: replied 1 year ago.
have some info now - when i left off the -t after com.
Customer: replied 1 year ago.
a list of numbers then 20041 with 32 bytes of data
Customer: replied 1 year ago.
ARE YOU STILL THERE MICHELLE?
Customer: replied 1 year ago.
do you want the ping statistics?
Expert:  michelleclive replied 1 year ago.
sorry for the delay i had internet outage.
Expert:  michelleclive replied 1 year ago.
yes let me know the statistics.
Customer: replied 1 year ago.
2404;6800 4006;860;20041 with 32 bytes of datapackets sent =4 Received =4 Lost =0 time 41 ms
Customer: replied 1 year ago.
C:\Users\Geoff>ping www.google.comPinging www.google.com [2404:6800:4006:806::2004] with 32 bytes of data:
Reply from 2404:6800:4006:806::2004: time=41ms
Reply from 2404:6800:4006:806::2004: time=41ms
Reply from 2404:6800:4006:806::2004: time=41ms
Reply from 2404:6800:4006:806::2004: time=41msPing statistics for 2404:6800:4006:806::2004:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 41ms, Maximum = 41ms, Average = 41ms
Customer: replied 1 year ago.
How likely are we to have an answer here Michelle? Please let me know if it is worth continuing here. Thanks Geoff
Expert:  michelleclive replied 1 year ago.
I am sorry Geoff, there has been a problem with my internet on and off i will open the question to other experts who can take over from here.
Expert:  Jason Jones replied 1 year ago.
Hello,I am the person that will be helping you today.How is the TV connected to the network? (With a network cable or wirelessly)I will be standing by, looking forward to your response.Thank you,Jason
Customer: replied 1 year ago.
Hello Jason,
The TV connection for Skype is a WI Fi connection - which has been working fine for many months. Recently we have had repeted drop-out's. Now it won't connect at all. However it is recognising the modem and showing signal strength as excellent. I am wondering if the fault could be in the camera/ micrphone [ Logi-tech]. I am happy to try getting the right cable connection and to see if that helps before we go any further??? Thanks Jason
Expert:  Jason Jones replied 1 year ago.
Are you able to access the Internet through any other applications on the TV or is Skype the only application faulting?
Customer: replied 1 year ago.
We are only connecting to the TV with Skype. I can connect to the modum with a laptop though.
Expert:  Cody replied 1 year ago.
Can we do a remote session on your laptop so we can access your router?
Expert:  Cody replied 1 year ago.
Checking in to see if you still need help with this issue, if so please reply at your convenience.
Customer: replied 1 year ago.
FOUND THE PROBLEM WAS THAT SKYPE ARE NOT CONTINUING TO SUPPORT TV CAMS FROM JUNE AND ACCORDING TO ONE OF THEIR CONSULTANTS TODAY THAT WILL BE WHY MY CAMERA IS NO LONGER LOGGING IN. THANKS ANYWAY CODY.

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