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My laptop internet explorer 11 stopped working. I turned explorer

Customer Question
My laptop internet explorer 11...
My laptop internet explorer 11 stopped working. I turned explorer off and on and restarted and still. It keeps saying that this page can't be diaplayed.
I click on fix connections problem. It says probem found:
The remote device or resource won't accept the connection.
I know that my wireless is fine because I am using my other laptop now. I also tried wired connections and failed.
Submitted: 2 years ago.Category: Computer
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Answered in 1 minute by:
7/26/2015
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Kamil Anwar
Kamil Anwar, Computer Support Specialist
Category: Computer
Satisfied Customers: 5,928
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
Verified
Hello & Welcome to JustAnswer.
Please try this:
1. Hold windows key and press R
2. Type inetcpl.cpl
3. Click OK
4. Go to Advanced Tab
5. Select Reset
6. Put check on delete personal settings
7. Click Reset Again
Then test and let me know the results.
Thanks
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Customer reply replied 2 years ago

after advanced tab, I cannot find reset

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Its under restore advanced settings, if it's not there then what do you see there?
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Customer reply replied 2 years ago

Wait

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Click apply/ok and then test to see if it works?
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Customer reply replied 2 years ago

I cannot find:

6. Put check on delete personal setting

Customer reply replied 2 years ago

I cannot find:



6. Put check on delete personal setting



I reset it anyway, restarted and still did not work
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Hold windows key and press R
type cmd and click ok
in the black window type
ping -t 4.2.2.2
HIT ENTER
and tell me what the reply is?
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Customer reply replied 2 years ago

hold on, I tried it again and found delete personal settings. It is asking me to restart

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Okay, after that if it still doesn't work please do new instructions i sent above.
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Customer reply replied 2 years ago

Pingping 4.2.2.2 with 32 bytes of data:

Reply from 4.2.2.2 bytes=32 time=30ms TTL=54

Reply from 4.2.2.2 bytes=32 time=32ms TTL=54

Reply from 4.2.2.2 bytes=32 time=31ms TTL=54

Reply from 4.2.2.2 bytes=32 time=29ms TTL=54

Reply from 4.2.2.2 bytes=32 time=30ms TTL=54

etc

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Which antivirus are you using?
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Customer reply replied 2 years ago

Defender, Microsoft Essential. I had Malware too, but license expired. I just removed it.

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Do you have any other browser on this computer?
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Customer reply replied 2 years ago

I had Mozilla and also failed. So I removed it

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
It seems to be the issue with your antivirus softwares, you can only have 1 anti virus, if you have defender and essentials both they may be blocking the access. Can you try to disable both and then test?
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Customer reply replied 2 years ago

I disabled both and reset and still no access

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Restart your computer and repeatedly tap F8 key
Once you see advanced boot menu, choose Safe Mode with networking
login to windows and see if internet explorer works there?
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Customer reply replied 2 years ago

Still did not work.

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Go to Control Panel -> Programs & Features -> Uninstall A Program
From the left pane, choose View Installed Updates
Then in the list of updates, locate Internet Explorer, double click on it, and select Uninstall.
Then test
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Customer reply replied 2 years ago

The list does not have Internet Explorer. It has a bunch of security patches like:

Security Update for Microsoft .NET Framework 4.5.1

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
type explorer only, and then see it if pulls up
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Customer reply replied 2 years ago

Now, I have Explorer 8. I tried rebooting and starting in safe mode + Networking. Did not work.

I tried to start Windows Normal, I got this message:

There was a problem sending the command to the program

No internet yet

Customer reply replied 2 years ago

Is there a free antivirus and anti spam software that I can download on my working laptop, copy it to a flash drive and move it to the laptop that does not have internet? other than Malware

I tried doing that with Panda and failed. Panda wants internet connection to work

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
John
Will you be able to connect me remotely to your system by download teamviewer on a usb and running it on the computer in question?
Thanks
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Customer reply replied 2 years ago

yes, I can try. Where teamviewer?

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Download the setup from here to a usb and copy it to the computer in question; then run the setup. You should see an ID and a Password.
Type that to me here:
https://www.teamviewer.com/en/download/windows.aspx
^^
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Customer reply replied 2 years ago

Basic installation?

Customer reply replied 2 years ago

I am getting an error:

The TeamViewer service could not be started. The installation will be continued

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Hold windows key and press R
type msconfig and click OK
click the services tab
and select enable all
then reboot Pc and test.
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Customer reply replied 2 years ago

Still not working

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
please follow steps here and change your dns to 8.8.8.8 and 8.8.4.4
then test DNS_PROBE_FINISHED_NXDOMAIN
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Customer reply replied 2 years ago

I am sorry. I donot understand what you want me to try.

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Hold windows key and press R
type ncpa.cpl and click ok
you will see your network adapter, wireless or local lan, connected.
right click on it and select properties
choose tcp ipv4 (internet protocol version 4), just click it once
then click properties
scroll down to bottom and put check on manually select dns servers
in the primary dns server box type 8.8.8.8
in the alternate dns server address box type 8.8.4.4
click ok, and ok again to exit out, then test.
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Customer reply replied 2 years ago

Still cannot connect

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
when did the internet stop working and after what (if anything was changed)?
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Customer reply replied 2 years ago
After I started getting some malware. I updated my Malware and removed all
Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Can you uninstall all anti virus/security products and then test?
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Customer reply replied 2 years ago

Done, still the same problem

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
Hold windows key and press R
type rstrui.exe and click ok
click next, put check on show more restore points
and tell me which restore points (by dates) are available?
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Customer reply replied 2 years ago

Restore point available date is yesterday. I tried it and was not successful.I need to do a factory reset. I donot have the original disk. I tried F11 during restart and did not go back to factory settings. Any other suggestions?

The laptop is HP625, AMD Athlon II, Dual Core Processor 2.2 GHz

64-bit Operating System, Windows 7 Home Premium

Tech Support Specialist: Kamil Anwar, Computer Support Specialist replied 2 years ago
We need to create a bootable usb or disc to do this. Do you have a usb or a disc available? Also, does the HP allows you to boot from usb?
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Customer reply replied 2 years ago
Relist: Incomplete answer.
I like someone else to help me on this.
Tech Support Specialist: IT Miro, Computer Scientist replied 2 years ago
IT Miro
IT Miro, Computer Scientist
Category: Computer
Satisfied Customers: 3,303
Experience: Bachelor's Degree in Information Technology, Microsoft Certified Professional
Verified

Hello! I am IT Miro and I will assist you on this question.


I've read the chat history between you and the previous Expert.

Regarding System Restore: if you selected "Recommended Restore", which is usually one or two days old, please start System Restore again and select "Choose a different restore point" instead. On the next screen, check the "Show more restore points" check-box located at the bottom. It should show you several restore points you can choose.

Choose the oldest one and see if it will restore back to that date.

Let me know the results.
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Customer reply replied 2 years ago

I checked the one on the left bottom Show more restore points. The oldest is only 2 days old. I already tried that.

Tech Support Specialist: IT Miro, Computer Scientist replied 2 years ago
Was the restoration unsuccessful or it was successful, but the problem remained?
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Customer reply replied 2 years ago

It was successful, but the problem remained

Tech Support Specialist: IT Miro, Computer Scientist replied 2 years ago
OK.

Since you were able to ping 4.2.2.2 IP address, it means that your computer is connected to the Internet, but full connection cannot be established for some reason.

Please check if any of the installed programs can access the Internet, or all of them report that there is no Internet connection.
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Customer reply replied 2 years ago

None of the games are able to access the internet

Tech Support Specialist: IT Miro, Computer Scientist replied 2 years ago
Thanks for checking.

I suggest running an offline virus removal tool so that you can scan your computer for viruses. This problem could be caused by a virus or malware infection.

You can do that using the Kaspersky Virus Removal Tool 2015. You can download it on this link:

http://www.kaspersky.com/antivirus-removal-tool?form=1

Use a removable USB flash disk drive to transfer it to the computer with the Internet connection problem. Run it there and check if there are any threats found.

Note: before you click the "Start scan" button, click on "Change preferences" and check the System drive check-box. Click OK and then click the "Start scan" button.

Let me know the results.
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Customer reply replied 2 years ago

I ran it, restarted and ran it again. Only 1 threat was deleted. Trojan Downloader. I tested IE and again and still did not work.

2. Typed inetcpl.cpl
3. Clicked OK
4. went to Advanced Tab
5. Selected Reset
6. Put check on delete personal settings
7. Clicked Reset

and tested and still noting

Tech Support Specialist: IT Miro, Computer Scientist replied 2 years ago

Since none of the programs/games can access the Internet, the problem is in the global network settings, not in Internet Explorer.

We need to find the cause of the problem and remove it.

Let's run a few more ping tests.

1. Click the Windows Start button and type cmd into the search box and press Enter(or start Command Prompt by clicking Start > All Programs > Accessories > Command Prompt)

2. A black window named Command Prompt will open. There type:
ping 8.8.8.8
and press Enter

It will display the results. Check if it says "Reply from..." or "Request timed out".

3. After that, type:
ping www.google.com
and press Enter

Check if it says "Reply from..." or "Request timed out".

Let me know the results for both tests.

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Customer reply replied 2 years ago

Yes, the first one I got 4 lines of reply:

Reply from 8.8.8.8 : Bytes=32 ....

The second time I got

Reply from 74.125.21.106 bytes=32...

Tech Support Specialist: IT Miro, Computer Scientist replied 2 years ago
Hmm.

Those results say that your Internet connection is fine.

Please open Internet Explorer and visit this web page / IP address:

http://74.125.21.106

Let me know what happens.
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Customer reply replied 2 years ago

till the same message:

Internet Explorer cannot display the webpage

Tech Support Specialist: IT Miro, Computer Scientist replied 2 years ago
Hi!

Please download a program named AdwCleaner and then transfer it to the computer with the Internet connection problem. It will scan for known threats and remove them.

Start it and click on the Scan button. After that, click on the Cleaning button. If threats were found, a restart will be required to fully remove them.

After the restart, check if Internet Explorer and other programs and games can access the Internet.

AdwCleaner download link:

http://tinyurl.com/LK49358

Let me know the results.
Ask Your Own Computer Question
Tech Support Specialist: IT Miro, Computer Scientist replied 2 years ago
Hi again!

I am following up with you to check the status of the Internet problem.

Is your computer able to fully connect to the Internet now, or the problem is still there?
Ask Your Own Computer Question
Ask IT Miro Your Own Question
IT Miro
IT Miro
IT Miro, Computer Scientist
Category: Computer
Satisfied Customers: 3,303
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Experience: Bachelor's Degree in Information Technology, Microsoft Certified Professional

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