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Google chrome will not load just shows AW Snap, tried reloading…

Customer Question
Google chrome will not load...
Google chrome will not load just shows AW Snap, tried reloading but same problem, now internet explorer, and fire fox will not not load. States that no connection, but shen I cheak the connection status it shows excellent conncection. Am unable to connect to printer wired or wireless, can you help and how much do you charge? Dave
Submitted: 3 years ago.Category: Networking
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Answered in 3 minutes by:
6/20/2015
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Kamil Anwar
Kamil Anwar, Certified Networking Engineer
Category: Networking
Satisfied Customers: 6,880
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
Verified
Hello & Welcome to JustAnswer.
Thank you for your question. I will do my best to assist you.
How are you currently connected to the internet and to this site?
Optional Remote Connect Service - Quick Resolution
Would you like me to remotely connect to your computer and fix the issue - The remote service will be an additional service for $39 but will allow me direct access to work on your issue and fix it (while you watch on your screen). If you need remote service, reply with the words "i want remote"
If you do not need the remote service, then simply provide me the requested information above. If you need remote service reply me with the words "i want remote".
Thanks
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Customer reply replied 3 years ago
At this time I am Using someone elses computer, if you can provide me with step by stiep written instructions I will print them out and try at home. If not I will need remote help.
Customer reply replied 3 years ago
Are you still there?
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
I can provide instructions, but at the moment i am not sure what the issue is so i will you need to diagnose it with you first. I can remotely connect only when the computer can connect to the internet, but in this case it appears to me that the computer has no connection to the internet even though, it is connected wirelessly.
So from this point, we need to test if the router is receiving internet from the modem/isp.
Can you connect a different computer to your router, or your phone via wi-fi and tell me if the internet works on it ?
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Customer reply replied 3 years ago
Wifi works on my iphone. I have tried my other computer with vista but has same problems as the Windows 8.1
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Means, the problem is not with your computer but the router.
Please tell me how is router connected to the ISP Modem?
And, what lights are on on the modem and router?
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Customer reply replied 3 years ago
cable, was just set up by cox on Monday. Before we tried ATT but had same promblem. I am not at home so I cannot tell what lights are on.
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Okay. When you go to home, please contact me on this site via Phone. You can click view response from an email sent by justanswer or login to this site and click on this question so we can continue here.
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Customer reply replied 3 years ago
What is the phone number?
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
I mean via the browser on your phone since you can connect to wi-fi through phone.
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Customer reply replied 3 years ago
ok thank you
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
You're Welcome.
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Customer reply replied 3 years ago
i'm back home now
Customer reply replied 3 years ago
Kamil amwar
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Please tell me how is the router connected to modem supplied by provider or if there is no router, then confirm if it is just the modem?
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Customer reply replied 3 years ago
Buy direct cable and the modem is connected to the router by and either netcord.
Customer reply replied 3 years ago
Excuse me the modem is connected by a cable the router is connected to the computer by an ethernet cable in the modem is connected to the router buy a cable
Customer reply replied 3 years ago
I have tried unplugging both the router and modem and then read plugging them in but that has not helped
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Can you disconnect the cable going into router, and plug that cable directly on your computer's ethernet port, then open "command prompt" and type
ipconfig /all
And tell me what the IP address, subnet mask and default gateway is
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Customer reply replied 3 years ago
Trying
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Okay.
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Customer reply replied 3 years ago
2001:0:9d38:6abd:2831:1c1a:3f57:fff4<Preferred
The above is IP address
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Can you scroll up in command prompt and send screen of the missing view as well?
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Customer reply replied 3 years ago
Subnet mask
255.255.255.0
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Please send screen/attachment like before
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Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Yes, i got the picture.
In command prompt, type
ping -t 4.2.2.2
And send me the picture of the results.
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Customer reply replied 3 years ago
Is that on the same screen?
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Yes, on the same black screen. At the bottom of the screen, if you click it will allow you to type.
ping -t 4.2.2.2
^^
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Customer reply replied 3 years ago
I'm going to try plugging the modem direct in the pc
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
No, wait.
You have typed the command incorrectly.
The command is ping -t 4.2.2.2
but you typed ping _t 4.2.2.2
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Customer reply replied 3 years ago
Still not recognized
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
send screen shot please.
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Customer reply replied 3 years ago
Did you get the scree shot?
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
no, i did not get screen shot.
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Customer reply replied 3 years ago
Can't you remote access through my phone if I plug the Ethernet plug back into the router?
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Let's try it.
All you need to do is get on www.logmein123.com if you can access that site from computer, then i can remote in.
Please try and let me know.
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Customer reply replied 3 years ago
Can't from PC what about iPhone?
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Will not work. The issue needs troubleshooting through PC.
Can you send me the screen shot, all what you sent made sense and we will be able to troubleshoot it via screen shots.
I want you to run this command in command prompt
ping -t 4.2.2.2
and send screen shot.
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Customer reply replied 3 years ago
Are you there?
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
I see the screen shots, and now the error is in space.
You typed
ping-t4.2.2.2
the correct command is
ping -t 4.2.2.2
there is a space before and after the -t
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Customer reply replied 3 years ago
Unable to open response
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Is that what you're getting on command prompt?
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Customer reply replied 3 years ago
Did you get screen shot
Customer reply replied 3 years ago
Yes
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
No, i did not get any. Please re-attach and send.
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Customer reply replied 3 years ago
I need to stop in 5 minutes
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
Now you missed the -
the command is
PING -T 4.2.2.2
Please type it exactly like i am.
ping -t 4.2.2.2
That's okay, we can continue when you're ready.
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Customer reply replied 3 years ago
Tomorrow good by
Network Technician: Kamil Anwar, Certified Networking Engineer replied 3 years ago
No worries. Take Care. We continue from here tomorrow.
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