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My Sony vaio will not connect to the wireless network

Customer Question
My Sony vaio will not connect to the wireless network
Submitted: 5 years ago.Category: Networking
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Answered in 2 minutes by:
11/16/2012
Network Technician: A. Stevens, Network Administrator replied 5 years ago
A. Stevens
A. Stevens, Network Administrator
Category: Networking
Satisfied Customers: 1,557
Experience: 10+ years of Desktop, Laptop, and Server troubleshooting and support.
Verified

dresteve2000 :

Hi,

dresteve2000 :

I am here to help you with this issue.

dresteve2000 :

When did you start having this problem with your laptop? Please let me know

dresteve2000 :

Also, is there a wireless switch on the sides of your laptop? If so, ensure that it is in the ON position.

dresteve2000 :

To better assist you, can you let me know the exact model of your Sony Vaio laptop?

JACUSTOMER-0mhr5hwh- : Yesterday when I tried to. Connect to our company network. The message I keep getting is " windows could not finish repairing the problem because the following action cannot be completed: connecting to the wireless Internet .
JACUSTOMER-0mhr5hwh- : Model is a VGN 290
dresteve2000 :

If the problem was first noticed yesterday

dresteve2000 :

It may be a good idea to do a system restore to the 14th

dresteve2000 :

Can you go to Start > All programs > accessories > system tools > then click System restore

JACUSTOMER-0mhr5hwh- : The computer has not been used for a couple of years.
JACUSTOMER-0mhr5hwh- : I am at the restore page.
JACUSTOMER-0mhr5hwh- : Wireless switch is ON
dresteve2000 :

Wait...

dresteve2000 :

Let me make sure I understand correctly

dresteve2000 :

the wireless has worked earlier this week?

dresteve2000 :

or has it never worked?

JACUSTOMER-0mhr5hwh- : It worked in the past as. I said the computer has not been used in a couple of years or so
dresteve2000 :

Ok, I understand

dresteve2000 :

Then we may need to download and install the latest drivers for this laptop before we attempt any kind of system restore

JACUSTOMER-0mhr5hwh- : I cannot get on the Internet
dresteve2000 :

Let me pull those up

dresteve2000 :

Oh, well you can download them on this PC, and use a USB drive to get the installation to the Sony laptop

JACUSTOMER-0mhr5hwh- : I am using my iPad right now
dresteve2000 :

Oh, I was not aware of that...

dresteve2000 :

Is there anyway you could use a PC to continue this chat session?

dresteve2000 :

If not, then I have some more things we could try.

JACUSTOMER-0mhr5hwh- : This is all I have right here
dresteve2000 :

I understand...

dresteve2000 :

Do you have any antivirus or firewall software installed on that laptop?

JACUSTOMER-0mhr5hwh- : McAffe
dresteve2000 :

Can you uninstall that for now? That software causing problem when trying to connect to wireless networks

dresteve2000 :

Especially if it's expired

JACUSTOMER-0mhr5hwh- : Removing it now
JACUSTOMER-0mhr5hwh- : The last time used was 2008 according to the file listing
dresteve2000 :

ha ha, yeah. it's probably screwing you up

JACUSTOMER-0mhr5hwh- : Removed and restarting the computer
dresteve2000 :

ok

JACUSTOMER-0mhr5hwh- : Computer restarted
dresteve2000 :

ok, let's see if you can hop onto your wireless connection now

JACUSTOMER-0mhr5hwh- : It is trying to connect
dresteve2000 :

ok

JACUSTOMER-0mhr5hwh- : It shows the company network but will not connect
dresteve2000 :

What service pack level do you have?

dresteve2000 :

Service pack 3?

JACUSTOMER-0mhr5hwh- : Where do I find that
dresteve2000 :

right-click on my computer and select properties

JACUSTOMER-0mhr5hwh- : Service pack 3
dresteve2000 :

Ok...

dresteve2000 :

Do you think you could connect the laptop with a ethernet cable?

dresteve2000 :

I think we need to update the wireless drivers on it...

JACUSTOMER-0mhr5hwh- : I can try
dresteve2000 :

So you'll have to try that later?

JACUSTOMER-0mhr5hwh- : I found an extra cable
dresteve2000 :

Great!

dresteve2000 :

Let's see if we can get it online.

JACUSTOMER-0mhr5hwh- : Looks like we are there
dresteve2000 :

Ok since you cannot copy a link from the ipad to the laptop.

dresteve2000 :

Let's Google search Sony viao drivers

dresteve2000 :

it should take you to a support page where you can search for the wireless drivers for your laptop.

JACUSTOMER-0mhr5hwh- : It is installing xcontrols now
dresteve2000 :

Ok

JACUSTOMER-0mhr5hwh- : Which file do I use, modem?
JACUSTOMER-0mhr5hwh- : Or network
dresteve2000 :

It should say wireless

JACUSTOMER-0mhr5hwh- : Intel wireless LAN Driver Update?
dresteve2000 :

yes.

JACUSTOMER-0mhr5hwh- : Ok here goes
JACUSTOMER-0mhr5hwh- : Done
dresteve2000 :

Did it ask to reboot?

JACUSTOMER-0mhr5hwh- : No
dresteve2000 :

Ok try to connect?

JACUSTOMER-0mhr5hwh- : Still no connection
JACUSTOMER-0mhr5hwh- : No connection
JACUSTOMER-0mhr5hwh- : Still no connection, saysNet
dresteve2000 :

What does it say?

JACUSTOMER-0mhr5hwh- : Nothing it just goes back to the connection screen after the password is entered and it searches
dresteve2000 :

Ok let's do this.

dresteve2000 :

Right click on my computer and go to Manage.

dresteve2000 :

Then select device manager and tell me what you have under network adapters.

JACUSTOMER-0mhr5hwh- : Waiting for network to be ready and then goes back to "choose a wireless network" screen with our company network listed
JACUSTOMER-0mhr5hwh- : 1394 net adapter
JACUSTOMER-0mhr5hwh- : inter(r) pro /1000 mt network connection
JACUSTOMER-0mhr5hwh- : L intel (r) pro/wireless 2200bg network connection
dresteve2000 :

Is that all?

JACUSTOMER-0mhr5hwh- : Yes
dresteve2000 :

Can you try to connect to another wireless network? Or reboot the wireless router?

JACUSTOMER-0mhr5hwh- : No other network but I can reboot the router
dresteve2000 :

When you return, could you possibly disable the encryption and see if the laptop can connect that way.

dresteve2000 :

Are you back?

dresteve2000 :

Hello?

JACUSTOMER-0mhr5hwh- : R U still there
dresteve2000 :

yes

dresteve2000 :

I am here

dresteve2000 :

Were you able to reset the wireless router?

JACUSTOMER-0mhr5hwh- : Yes, didn't you see that, it will still not connect
dresteve2000 :

No, it did not come through the chat

dresteve2000 :

ok, so it still didn't work

dresteve2000 :

Alright, i'm going to give you some commands to run on that laptop

dresteve2000 :

Let me prepare them, one sec

dresteve2000 :

Ok

JACUSTOMER-0mhr5hwh- : Ok
dresteve2000 :

I'm going to show you this microsoft article to reset your TCP/IP stack

dresteve2000 :

You just need to follow the steps for your Windows XP system there

dresteve2000 :

Were you able to open that link

JACUSTOMER-0mhr5hwh- : Yes
dresteve2000 :

ok grea

dresteve2000 :

t

JACUSTOMER-0mhr5hwh- : It appears that the computer is not acquiring the network address
dresteve2000 :

On the wireless card?

dresteve2000 :

yeah, you're not getting an IP address?

JACUSTOMER-0mhr5hwh- : Ok, how do we get that
dresteve2000 :

Have you ran the commands from the link on the laptop?

JACUSTOMER-0mhr5hwh- : ???
dresteve2000 :

The microsoft support link that I sent you to.

dresteve2000 :

There was a section for resetting your TCP/IP stack

JACUSTOMER-0mhr5hwh- : It is restarting the computer now
dresteve2000 :

ok

JACUSTOMER-0mhr5hwh- : Still did not work
dresteve2000 :

What kind of wireless router are you using?

dresteve2000 :

sometimes newer wireless routers can be configure to only send signal on the 5GHz signal and not the older 2.4GHz

JACUSTOMER-0mhr5hwh- :
JACUSTOMER-0mhr5hwh- : Linksys 2.4
dresteve2000 :

ok, so that's not the problem...

JACUSTOMER-0mhr5hwh- : I just scanned the network diagnostic
JACUSTOMER-0mhr5hwh- : Diagnostics and the network adapters "passed"
dresteve2000 :

ok...

dresteve2000 :

I'm just going over everything we tried so far...

JACUSTOMER-0mhr5hwh- : The network icon on the task bar keeps flashing between connected and not connected
dresteve2000 :

for the wireless connection?

JACUSTOMER-0mhr5hwh- : Appears to be trying to acquire the network address
dresteve2000 :

Ok, let's make sure that the adapter is set to obtain an IP automatically

JACUSTOMER-0mhr5hwh- : Yes the wireless connection
dresteve2000 :

Ok on the laptop go to:

dresteve2000 :

1. Control Panel
2. open Network Connections

dresteve2000 :

3. Right-click on Wireless Network Connection and select Properties

dresteve2000 :

4. Select Internet Protocol (IPv4)
5.
Click the Properites... button

JACUSTOMER-0mhr5hwh- : I hit repair and it says "renewing your IP address" at the moment
dresteve2000 :

and see if you have Obtain an IP address automatically and Obtain DNS server address automatically selected

JACUSTOMER-0mhr5hwh- : It does not say Internet protocol (IPv4)
dresteve2000 :

what does it say?

dresteve2000 :

I typed the short version

dresteve2000 :

TCP/IPv4

JACUSTOMER-0mhr5hwh- : It says OMP (automatic) for one choice and OMP printing (automatic ) for a second choice
dresteve2000 :

Those are all you have for your wireless network properties?

JACUSTOMER-0mhr5hwh- : It says Internet protocol (TCP/IP) under general heading
JACUSTOMER-0mhr5hwh- : As preferred networks, yes
dresteve2000 :

ok

dresteve2000 :

I dont thnk we're in the same place

dresteve2000 :

Let me show you another link that has some visuals to it

JACUSTOMER-0mhr5hwh- : I am in wireless network connectioms
dresteve2000 :

Here we go

dresteve2000 :

Instead of select the Local Area connection

dresteve2000 :

follow the instruction and select the wireless network connection

dresteve2000 :

Were you able to open the web site and follow through with it/

JACUSTOMER-0mhr5hwh- : It has NO page like your example
JACUSTOMER-0mhr5hwh- : shows
JACUSTOMER-0mhr5hwh- : Now it says NO wireless networks in range
JACUSTOMER-0mhr5hwh- : Now it is back if I close the other screens
dresteve2000 :

yes, please

dresteve2000 :

Start over with the instructions from the link

dresteve2000 :

But instead of selecting the Local Area Networking, select the Wireless Network Connection adapter

dresteve2000 :

Because you'll see a list there

JACUSTOMER-0mhr5hwh- : Nothing seems to work
dresteve2000 :

Ok...

dresteve2000 :

I am out of idea, however, I will open this question up to other tech so that can come and assist you with that laptop

dresteve2000 :

I think we've tried everything we can

dresteve2000 :

sort of replacing the actual wireless card...

dresteve2000 :

Actually, I don't want to give up yet...

dresteve2000 :

Do you have access to an External USB wireless card?

dresteve2000 :

I want to see if you're having this problem with other wireless adapters on that laptop

dresteve2000 :

USB wifi adapters are cheap and can easily be returned to electronics store if they take back items

JACUSTOMER-0mhr5hwh- : The office has closed
dresteve2000 :

Ok, so do you want to continue with this next week?

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