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We own a Dell laptop Inspiron 6400 and its now gone off line,

Customer Question
for whatever reason, and it...
We own a Dell laptop Inspiron 6400 and its now gone off line, for whatever reason, and it won't connect to the Internet. We've done all the self-help stuff and the laptop itself shows it's connected to our wireless home environment, but it's not. Do WI-FI cards poop-out as the laptop is 3 years old this past March. No warranty left.
Submitted: 8 years ago.Category: Computer
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Answered in 1 minute by:
6/24/2010
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Mr. Clark
Mr. Clark, Computer Engineer
Category: Computer
Satisfied Customers: 3,214
Experience: Career IT Professional & Director of Information Technology
Verified
Welcome to JustAnswer.

With your laptop connected your wireless network, go to Start -> Programs -> Accessories -> Command Prompt -> type in ipconfig and tell me what is listed here.
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Customer reply replied 8 years ago
Ethernet adapter Local Area Connection: status is - Media disconnected
Tunnel adapter LAC #7, #13, #14: status is - Media disconnected
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Okay, your wireless card is not currently active.

Close the Command Prompt.

Go to Start -> Control Panel -> Device Manager -> Network Adapters

Tell me what is listed under Network Adapters, and tell me if there are any yellow ! signs or red X marks.

Thank you.
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Customer reply replied 8 years ago
Mr. Clark,

Did as you asked and there are neither a yellow nor red '!' on either the Broadcom Integrated Controller or Dell Wireless WLAN card options
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Right click on the Dell Wireless WLAN and select Uninstall. After doing so, from within Device Manager, go to name of your PC (the top item listed), right click and Scan for hardware changes.

Tell me if it reinstalls your Dell Wireless WLAN
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Customer reply replied 8 years ago
Do so and Dell Wireless 1390 WLAN Mini Card now installed.
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Go to Start -> Control Panel -> Network Connections

What is listed here and what are the status of device?
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Customer reply replied 8 years ago
LAN - Network cable unplugged (my other computer is connected and working fine)
Wireless Network Connection - Not Connected

I reconnected to our home wireless and it said we were connected to the Internet. When I tried to go out to the Internet, it states: Internet Explorer cannot display the webpage'.
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Okay. Now that you are connected to your home wireless connection.

Go to Start -> Control Panel -> Network Connections -> double click on Wireless Network Connection -> Support tab -> Details

Tell me the IP address and Default Gateway listed.

Thank you.
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Customer reply replied 8 years ago
IP - 192.168.0.10
Gateway - 192.168.0.1
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Great.

Just to verify, are any other PCs have issues with connecting to the Internet from this same wireless network?
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Customer reply replied 8 years ago
My HP laptop is connected and working brilliantly. The Dell worked in the same environment and one-by-one the Internet ability to go out became lost. First Smilebox, then Firefox, then Internet Explorer, then Weather.com. Now nothing.
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Go to Start -> Control Panel -> Internet Options -> Advanced tab -> Reset -> Delete Personal Settings -> Reset

Once that is complete, go back to Start -> Control Panel -> Internet Options -> Connections tab -> LAN Settings -> make sure that Automatically detect settings is checked and everything else is unchecked -> OK -> OK

Now open Internet Explorer.

What is the result?
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Customer reply replied 8 years ago
No internet connection, but the Welcome to Internet Explorer 8 screen pops up.
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Go to Start -> Programs -> Accessories -> Command Prompt

Type in ping www.google.com and press enter

Tell me the result.
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Customer reply replied 8 years ago
Pinged 4 replies. Statistics are for 72.14.204.99 with 32 bits of data.

Packets: 4 sent = 4, Received = 4, Loss = 0
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Go to Start -> Run -> type in

iexplore.exe http://www.google.com

and press enter.

What happens?
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Customer reply replied 8 years ago
There is no 'run' under Start but we typed your commands in the open field and 'No items match the search' populated the answer field.
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
What version of Windows are you running?
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Customer reply replied 8 years ago
Vista
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Go to Start -> Control Panel -> Internet Options

What is listed for the homepage?
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Customer reply replied 8 years ago
http://www.google.com/ig/deli?hl=en&client=dell-u
http://support.dell.com/support/index.aspx?c=us&l
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Okay.

You can ping out, which means your PC is communicating with the internet world, so there is connect between your wifi card and the wireless router, no problem there.

Open Internet Explorer and in the address bar type in

72.14.204.99

And press enter. What is the result?
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Customer reply replied 8 years ago
htttp://search.live.com/results.aspx?q=72.14.204.99&src=I
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
When was the last time you were about to connect to the Internet without issue?
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Customer reply replied 8 years ago
Yesterday
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Go to Start -> Programs -> Accessories -> System Tools -> System Restore

Go to the earlier date option.

Select Monday or Tuesday (before yesterday) and complete the restore process.

Your PC will reboot.

Upon getting into Windows, go to Internet Explorer. Tell me the result.
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Customer reply replied 8 years ago
Hi and sorry for the delay. This took a long time.

I now have Google internet. It seems all's well. Should we implement the new Windows Updates when they're available and pop up?

She uses a Smilebox program that we think originally caused us the problem. www.smilebox.com is still not able to open although the Internet is restored. Any ideas?

Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Yes, you should do all Windows Updates available (Start -> Programs -> Windows Updates), but first...

Close all Internet Explorer browsers. Go to Start -> Control Panel -> Internet Options -> under the Browsing History go to Delete... -> check all items (except for Preserve Favorites website data--uncheck this) -> Delete -> OK

Open your Internet Explorer and go to http://get.adobe.com/flashplayer/ and make sure you have the latest version of Flash Player installed.

Afterwards, close Internet Explorer and then open it back up. Go http://www.smilebox.com

Update me on the results.
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Customer reply replied 8 years ago
When installing Flash Player it says 'Can't retrieve essential perameter (16263.301.602) and it won't install.
Tech Support Specialist: Mr. Clark, Computer Engineer replied 8 years ago
Please go http://kb2.adobe.com/cps/141/tn_14157.html and download the Adobe Uninstaller (listed in #1) and running the uninstaller. Reboot your PC afterwards.

Then go to http://get.adobe.com/flashplayer/ and attempt to reinstall the Flash Player.
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