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Joel
Joel, Secure Network Engineer
Category: Networking
Satisfied Customers: 29
Experience:  MInfoSysSec, Certified Information Systems Security Professional CISSP #353381, CompTIA Network+ Linux+ Security+
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My internet isn't working it says it is online and connected

Customer Question

My internet isn't working it says it is online and connected but nothing will load. Talked to Stanford tech and they said it's the router I need help as soon as possible
Submitted: 1 year ago.
Category: Networking
Expert:  Joel replied 1 year ago.

Hi Leo, I'm Joel, hopefully I can assist you today. Can you give me some more details about your scenario:

- Laptop model, assuming its a Macbook?

- Router model

- Last time everything was working successfully

- Is it a wireless router, your laptop is connected wireless connection?

Thanks

Customer: replied 1 year ago.
I have a mac book air and the router is a Cysco model number E4200 and everything was working fine on Wednesday morning but I came home and my phone and computer wouldn't load anything
Expert:  Joel replied 1 year ago.

Thanks Leo, first thing, have you given the router a reboot? Powered it off and back on again? Sometimes the wireless connection can lockup, I know this sometimes happens with certain Linksys models

Customer: replied 1 year ago.
I unplugged and plugged it back in several times
Expert:  Joel replied 1 year ago.

When you say it states online and connected, are you referring to the router itself (status LED show connected) or the wireless connection from your Macbook/Phone

Customer: replied 1 year ago.
From my MacBook and phone if says I am connected to my internet but when I search something or open an app it loads forever
Expert:  Joel replied 1 year ago.

Thanks Leo, are you able to run a couple of tests for me? You'll need to open up the Terminal.app (Apple+Space to open spotlight search window and type Terminal). Alternatively you can find the terminal.app under Applications > Utilities > Terminal

Copy and paste me the output of the following commands:

ifconfig

nslookup google.com

ping 8.8.8.8

traceroute google.com

You can copy and paste them into Terminal.app and hit enter, let me know how you go

Customer: replied 1 year ago.
I can't copy and paste because I'm not on my computer because I don't have access to the Internet
Expert:  Joel replied 1 year ago.

So your using your Phone at the moment?

Customer: replied 1 year ago.
I'm using the iPhone
Expert:  Joel replied 1 year ago.

On your router does it have a Internet connectivity LED/Light on the front, what is the status/color of it?

Customer: replied 1 year ago.
It just says Cisco and has white lines of varying length
Expert:  Joel replied 1 year ago.

No labels or icons called internet? Any chance you could take a pic with your iphone and attach it?

If you can attach pictures from your phone you could also run the commands I suggested above and take a picture of the output and attach here if it will let you,

Customer: replied 1 year ago.
My browser crashed when I tried to send screenshots
Expert:  Joel replied 1 year ago.

No good, were your sending just the one? You able to retry?

Customer: replied 1 year ago.
Number one
Customer: replied 1 year ago.
Number 2
Customer: replied 1 year ago.
There's the ping
Customer: replied 1 year ago.
Traceroute
Expert:  Joel replied 1 year ago.

Thanks mate, that looks promising. Your getting a response back from one of Google's name servers. But name resolution is not working it seems. Can you run another command and do the same screenshot if you don't mind:

scutil --dns

cat /etc/resolve.conf

Customer: replied 1 year ago.
There's part of the first command tell me if you need more
Customer: replied 1 year ago.
Now when I take a picture it is telling me the file is too large to send
Expert:  Joel replied 1 year ago.

Thats ok, go to the DNS settings page:

Choose Apple menu > System Preferences, then click Network.
Select the network connection Wi-Fi, then click Advanced.
Click DNS, -- Let me know what numbers are here at the moment, write them down.

Remove them if there are any there then click Add (+) at the bottom of the DNS Servers list. Enter 8.8.8.8

Then test a web site

Customer: replied 1 year ago.
171.64.7.55
171.64.7.77
171.64.7.99
Customer: replied 1 year ago.
I can't press the plus or minus button
Expert:  Joel replied 1 year ago.

You may need to unlcok the settings by clicking on the padlock icon and entering your password. Does that work?

Expert:  Joel replied 1 year ago.

Can you also try the following command

ping 171.64.7.55

This is to make sure you can reach the Stanford DNS server. Let me know if it responds, it should have lines saying 64 bytes from... 64 bytes from...

Customer: replied 1 year ago.
It worked!
Customer: replied 1 year ago.
Thank you so much! My day just got a lot better
Expert:  Joel replied 1 year ago.

Excellent, glad I could help you

Expert:  Joel replied 1 year ago.

Also, feel free to give me a rating, thanks

Customer: replied 1 year ago.
How do I rate you?
Expert:  Joel replied 1 year ago.

It should show up, or maybe in your email, its a star rating, thanks