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My Lenovo desktop will not connect to the internet or email.

Customer Question
I called my service provider...
My Lenovo desktop will not connect to the internet or email. I called my service provider and they did a ping test which was OK. It shows I have internet but will not connect.
Submitted: 2 years ago.Category: Networking
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Answered in 5 minutes by:
6/29/2015
Network Technician: Richard, Network Specialist replied 2 years ago
Richard
Richard, Network Specialist
Category: Networking
Satisfied Customers: 46,299
Experience: 20 years consulting in the IT industry with Networking
Verified
Thanks for your question. My name is ***** ***** I look forward to assisting you.
Are you connecting via a network cable or wireless?
And when did this problem start?
Thank you
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Customer reply replied 2 years ago
Network cable. Started awebout four days ago. That is we have when I received my last email
Network Technician: Richard, Network Specialist replied 2 years ago
Thank you
Remove the power from your network router and then power off the computer
Wait 5 minutes then power on your network router.
Wait another 5 minutes, then power on the Lenvo and see if it then connects.
This can be a corrupted DHCP lease on the router for the lenovo (does not effect other devices) and I want to rule this out first.
Let me know the results please
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Customer reply replied 2 years ago
I did what you asked and it powered back up.
Customer reply replied 2 years ago
Still will not connect to internet.
Network Technician: Richard, Network Specialist replied 2 years ago
Thanks
Please press the windows key + X and click on Command Prompt (admin)
Then type the below commands pressing enter on each line
netsh winsock reset
ipconfig /release
ipconfig /flushdns
netsh int ip reset netshlog.txt
Then restart the computer and check if it now has internet.
Let me know the results please
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Customer reply replied 2 years ago
It says failed. Required operation requires elevation (run as administrator)
Network Technician: Richard, Network Specialist replied 2 years ago
yes, as you only clicked on Command Prompt
You need to click on
Command Prompt (Admin)
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Customer reply replied 2 years ago
I went back and did that. Turned computer off and rebooted. It still will not connect to the internet.
Network Technician: Richard, Network Specialist replied 2 years ago
what did it say when you typed in
netsh int ip reset netshlog.txt
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Customer reply replied 2 years ago
I don't know. Let me do it again snd
Network Technician: Richard, Network Specialist replied 2 years ago
Thanks
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Customer reply replied 2 years ago
Said to restart computer
Network Technician: Richard, Network Specialist replied 2 years ago
ok, do it now and tell me the results please to be sure.
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Customer reply replied 2 years ago
Resetting interface, ok
Resetting neighbor, ok
Resetting path, ok
Resetting. , failed.
Access is denied.
Restart the computer to complete this action.
Network Technician: Richard, Network Specialist replied 2 years ago
ok, we will then attempt a system restore
Go to the Windows 8 Start Screen and type restore point. When the search results appear click on the Settings category.
Now click on the option labeled Create a restore point and you will be brought to the System Protection tab of the System Properties control panel.
Click on the System Restore button and you will be presented with the main screen for System Restore. Now click on the Next button and you will be shown a list of available restore points that you can restore.
Select the restore point you wish to restore by left-clicking on the entry once. Use a date when this was working and connecting to the interet
Then click on the Next button at the restore point selection screen. You will now be at a screen asking if you are sure you wish to perform the restore.
Click on the Finish button. System Restore will once again ask if you are sure you wish to continue. If you are sure, please click on the Yes button.
System Restore will now reboot your computer and begin the restore process. Please be patient as this can take quite some time.
Then check if it can now connect to the internet.
Let me know the results please
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Customer reply replied 2 years ago
When I type system restore on the start screen, nothing comes up
Customer reply replied 2 years ago
Says no apps match your search
Customer reply replied 2 years ago
I meant restore point. Sorry
Network Technician: Richard, Network Specialist replied 2 years ago
its not system restore you type its restore point
Go to the Windows 8 Start Screen and type restore point. When the search results appear click on the Settings category.
Now click on the option labeled Create a restore point and you will be brought to the System Protection tab of the System Properties control panel.
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Customer reply replied 2 years ago
I typed restore point on
Network Technician: Richard, Network Specialist replied 2 years ago
Sorry I only see
"I typed restore point on"
In your last message.
Can you repeat the whole message please? The problem is you were typing system restore, but you need to type
restore point
For windows 8 it will then show this under the search on the start screen
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Customer reply replied 2 years ago
The start screen and it says results for trstoreno apps match your search.
Customer reply replied 2 years ago
No apps match your search
Network Technician: Richard, Network Specialist replied 2 years ago
do it this way
Press the windows key + X and click on control panel
then click on System
then click on System Protection
Then system restore there please
Let me know the results please
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Customer reply replied 2 years ago
There is a create restore point in settings
Network Technician: Richard, Network Specialist replied 2 years ago
yes, as I indicated in the isntructions, thats what you click
Now click on the option labeled Create a restore point and you will be brought to the System Protection tab of the System Properties control panel.
Click on the System Restore button and you will be presented with the main screen for System Restore. Now click on the Next button and you will be shown a list of available restore points that you can restore.
Select the restore point you wish to restore by left-clicking on the entry once. Use a date when this was working and connecting to the interet
Then click on the Next button at the restore point selection screen. You will now be at a screen asking if you are sure you wish to perform the restore.
Click on the Finish button. System Restore will once again ask if you are sure you wish to continue. If you are sure, please click on the Yes button.
System Restore will now reboot your computer and begin the restore process. Please be patient as this can take quite some time.
Then check if it can now connect to the internet.
Let me know the results please
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Customer reply replied 2 years ago
I only have one restore point and that is for 6/28/2015 at 1:00. I am starting it now. Automatic Restore Point. Will let you know what happens.
Network Technician: Richard, Network Specialist replied 2 years ago
Thank you
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Customer reply replied 2 years ago
System rest did not complete successfully. I computer system files and settings were not changed.
Details : System Restore could not access a file. An unspecified error occurred during system restore. I (0x80070005)I did this twice. I the second time I disabled the anti-virus and got the same message.
Network Technician: Richard, Network Specialist replied 2 years ago
Can you give me the model of the Lenovo please.
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Customer reply replied 2 years ago
Where do I find that? It is a H4 series
Network Technician: Richard, Network Specialist replied 2 years ago
Check on the back for a label, or on the packaging it came with
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Customer reply replied 2 years ago
Lenovo H430 C15
887456939579Is this what you need?
Network Technician: Richard, Network Specialist replied 2 years ago
Thanks
Can you please go to my link below and download the Realtek Lan Driver
http://support.lenovo.com/us/en/products/desktops-and-all-in-ones/lenovo-h-series-desktops/lenovo-h430-desktop
Download it on a computer that has internet and then copy it to the non working computer.
Run the installation, and when complete restart the computer and tell me if it can now connect.
Let me know the results please
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Customer reply replied 2 years ago
Where do I go to copy it on my desktop?
Network Technician: Richard, Network Specialist replied 2 years ago
Anywhere, you can use a memory stick to copy it over and then run it on the desktop
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Customer reply replied 2 years ago
Windows 8.1 or Windows 8?
Network Technician: Richard, Network Specialist replied 2 years ago
This will depend on which version you have
If your not sure, press thew windows key + X and click on control panel
Then click on System and check there which version you have please
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Customer reply replied 2 years ago
I am have an appointment so I will have to do this later and get back to you on the results.
Network Technician: Richard, Network Specialist replied 2 years ago
ok thanks
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Customer reply replied 2 years ago
I downloaded and installed the Realtek Lan driver and I still cannot get on the internet?
Network Technician: Richard, Network Specialist replied 2 years ago
ok, then we will have to do a reinstall of windows, we are past all repair options.
First, copy off any data from the computer (programs you will have to reinstall again) as this will remove all data and return the computer to new.
Then restart the computer and on the log in screen, hold down the SHIFT button and with it held down, click the power icon and choose restart. Keep SHIFT held until it has restarted into a menu. Choose Troubleshoot, then Reset my PC. This returns the PC to new, so you can set it up again.
Let me know the results please
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Customer reply replied 2 years ago
Does this include my pictures, documents and videos?
Customer reply replied 2 years ago
will I lose all of this?
Network Technician: Richard, Network Specialist replied 2 years ago
yes, which is why you must first copy off any data from the computer you want to keep.
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