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Marco
Marco, IT Consultant
Category: Networking
Satisfied Customers: 688
Experience:  10+ years of experience as an IT Consultant.
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my desktop computer is hard-wired to router. The computer

This answer was rated:

my desktop computer is hard-wired to router. The computer says that it IS hooked to the internet, yet it will not let me browse. Tried IE and Chrome. Had another computer hard-wired to same place on router and had no problem. ALSO - this computer DOES access other items on the network such as the printer without problem. It just won't connect to the internet. Would like someone to log in (if they can) remotely to fix.

Marco :

Hi there,

Marco :

My name is XXXXX XXXXX I'll be assisting you with this issue

Marco :

On the computer with browsing issue, can you please click start then in the search field type: cmd

Marco :

a black window will appear and please then type:
ipconfig /all

Marco :

please let me know what the IP address, subnet mask, gateway and DNS servers are

Marco :

hi

Customer:

ipv4 10.10.10.124 (preferred)

Customer:

subnet mask 255.255.255.0

Customer:

default gateway 10.10.10.254

Customer:

dns server 10.10.10.254 on on line underneath that 8.8.8.8.

Marco :

ok great

Marco :

thanks for that

Marco :

now in the same window

Marco :

can you type:
ping www.google.com

Customer:

yes it said reply from 74.125.140.106 bytes=32, time =17ms, ttl 49. Did that three more times also and the only change was that time was reduced to 13 ms

Marco :

ok that means you have internet connection

Marco :

can you try Internet Explorer

Marco :

and then type www.google.com

Marco :

and tell me what the error is

Customer:

do i need to exit out of this dos prompt somehow?

Marco :

you can leave it for now

Customer:

it says internet explorer cannot display this page (same msg as before)

Marco :

ok this must be related to the browser

Marco :

let's reset the browser settings

Marco :

can you please click on the wheel

Marco :

at the top right

Marco :

then click on Internet Options

Marco :

then click on advanced

Marco :

there is a Reset button

Marco :

click on that

Marco :

then also click on delete personal settings (please note this will delete all your personal settings that the browser retained)

Marco :

then close the browser and start it again

Customer:

okay, i did that except that I never saw anything about deleting personal settings. I went into i e again and now it asks this: set up internet explorer 9 - use recommended or don't (perhaps we can delete the personal settings after answering this q?)

Marco :

don't

Marco :

does it work now

Customer:

no, still says ie can't display this webpage. keep in mind i didn't punch any "delete personal settings" as I didn't see that choice

Marco :

ok go back to internet options

Marco :

then advanced

Marco :

do you see the Reset Button

Marco :

not Restore advanced settings but Reset?

Customer:

Okay I saw the delete personal settings this time. When I close out ie and then try to get back on, do you still want me to say "don't use recommended settings"?

Marco :

yes

Customer:

ie cannot display this webpage (same as b4)

Marco :

are you able to try firefox

Customer:

i think i only have chrome and ie on this cpu. let me see if there's a firefox

Marco :

are you able to download it

Marco :

from this computer

Customer:

i do not have firefox loaded. chrome didn't work either. how can i download it if i can't get to their webpage?

Marco :

how are you chatting with me at the moment?

Marco :

which computer are you using?

Customer:

another computer entirely (a laptop)

Customer:

if there's a way that you can remotely access this computer, that would be okay with me.

Marco :

no

Marco :

i don't have access

Marco :

but on the laptop

Marco :

download firefox

Marco :

then copy it onto a usb thumbdrive

Customer:

the laptop already uses firefox

Marco :

are you able to go to the firefox page and download the software?

Customer:

what file do i copy? not sure where the file would be on my cpu?

Marco :

go here http://www.mozilla.org/en-US/firefox/all/

Marco :

and then select english

Customer:

okay, copied it and now installing on other cpu. Standard install? or custom?

Marco :

standard

Customer:

unable to connect problem loading page

Marco :

the tests that i got you to do ie black window

Marco :

did you do that on the computer that is not working?

Customer:

yes, only thing that I'm doing on this cpu is communicating w/ you

Marco :

ok in the black window

Marco :

type :

Marco :

netsh int ip reset

Marco :

then press enter

Marco :

netsh winsock reset

Marco :

then press enter

Customer:

says something about needing "elevation" think it wants admin permission or something (not sure how to get around that using dos prompts)

Marco :

are you an administrator?

Customer:

yes

Customer:

my dos prompt is c:\users\egglestoncpas if that helps

Marco :

ok click start

Marco :

then type again cmd

Marco :

on the list at above

Marco :

right click and then select Run as administrator

Customer:

okay, went to start, typed cmd. then at the dos prompt (which is still the users\egglestoncpas), i right click?

Marco :

when you typed cmd

Marco :

don't press enter

Marco :

it should come up on the list at the top

Customer:

okay now dos prompt is c:\windows\system32

Customer:

just let me know what to do next

Marco :

type :





12:29 AM



netsh int ip reset






12:29 AM



then press enter






12:29 AM



netsh winsock reset






12:29 AM



then press enter



Customer:

wants me to restart cpu, that okay?

Marco :

yes

Customer:

restarted, neither google, chrome, or firefox connected

Marco :

that is strange because it seems like internet connectivity is working

Customer:

yep that's what i thought when i originally sent the issue

Marco :

so on the url you have http://www.google.com?

Customer:

correct tried that address on all three

Marco :

but be something that is blocking access

Customer:

probably

Marco :

can you try pasting this:

DANGEROUS URL REMOVED

Marco :

in the url browser

Customer:

okay, no www or anything , just that?

Marco :

yes

Marco :

we are trying to use FTP protocol

Customer:

still just says unable to access internet. uninstall norton maybe?

Marco :

is that the only firewall software?

Customer:

think so. i think norton makes you take anything else off before it will load.

Marco :

ok try that

Customer:

I'm on!! All three ie, chrome, and firefox now work. Thanks.

Marco :

ok no worries

Marco :

something in norton was blocking it

Marco and 3 other Networking Specialists are ready to help you