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I have osX 10.10.5 Yosemite. The computer says it is

Customer Question
I have osX 10.10.5...

I have osX 10.10.5 Yosemite. The computer says it is connected to the wifi but Safari won't load

Technician's Assistant: Have you tried unplugging your router for about ten seconds? And what about other devices? Do they have connectivity?

I have rebooted everything multiple times. I am chatting on a Windows 10 tablet on the same network without a problem. I have two routers and it won't work with either one.

Technician's Assistant: Have you installed any updates recently?

No

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

I don't know what else they need to know

Submitted: 8 months ago.Category: Computer
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Answered in 1 minute by:
10/2/2017
Tech Support Specialist: John Lohr, Computer Hardware Engineer replied 8 months ago
John Lohr
John Lohr, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 681
Verified

Hello and thank you for choosing JustAnswer. My name is ***** ***** I will be happy to help you.

Is it exclusively safari or other internet applications too?

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Customer reply replied 8 months ago
It is my wife's computer. What other app should I try?
Tech Support Specialist: John Lohr, Computer Hardware Engineer replied 8 months ago

If she has email setup, or the App Store, or the iTunes store. To see if those connect

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Customer reply replied 8 months ago
when I open itunes, it says itunes store in the middle of the page, it does not seem to be really working
Customer reply replied 8 months ago
google map does not seem to be working
Customer reply replied 8 months ago
i am fine with you remoting to the machine, but I am not chatting from it so I don't know how you would remote in
Tech Support Specialist: John Lohr, Computer Hardware Engineer replied 8 months ago

If you go to:

  • System Preferences
  • Network
  • Click the lock if it is not unlocked
  • Click advanced
  • Remove your home network
  • Apply
  • Try to reconnect

Does that work?

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Customer reply replied 8 months ago
I see her network, but I do not see how to remove it. Also, I don't see an apply button. I do see OK
Tech Support Specialist: John Lohr, Computer Hardware Engineer replied 8 months ago

The '-' in the window will remove it when you select it. Ok works too

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Customer reply replied 8 months ago
The - did delete it. Then I turned wifi off and then back on and rejoined. Still no sites in safari
Tech Support Specialist: John Lohr, Computer Hardware Engineer replied 8 months ago

Nothing else working either?

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Customer reply replied 8 months ago
no nothiing seems to work
Tech Support Specialist: John Lohr, Computer Hardware Engineer replied 8 months ago

Also does your mac have an Ethernet port to test if it works with a wired connection?

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Customer reply replied 8 months ago
No. It is an macbook air
Tech Support Specialist: John Lohr, Computer Hardware Engineer replied 8 months ago

Did anything happen before this started?

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Customer reply replied 8 months ago
It was working fine on Thursday. On Friday we went to our cabin in the mountains and it would not work. But there, the smart DVR and none of our phones would connect, so I fugured it was the router. My win10 tablet would connect. So I brought that router home and everything works except the mac wit either router.
Customer reply replied 8 months ago
We have a very slow DSL line at the cabin and comcast cable at home. Now I am using our airport router. The cabin router is an IQrouter.
Tech Support Specialist: John Lohr, Computer Hardware Engineer replied 8 months ago

Since resetting the network settings didnt seem to work, the next step would to be to backup important data and restore macOS

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Customer reply replied 8 months ago
The only thing she says she needs is her favorite sites list and Go to my pc software. How do we back tht up?
Customer reply replied 8 months ago
we figured out how to put the favorites on a thumb drive and we can reinstall go to my pc from their website when we get safari running
Customer reply replied 8 months ago
But I don't know how to reinstall the OS
Tech Support Specialist: John Lohr, Computer Hardware Engineer replied 8 months ago

I've already left for the day, but here is a guide that explains the process. Please give this a try and report back. I'll check with you again as soon as I'm available again. Thanks!

http://fieldguide.gizmodo.com/make-your-mac-feel-like-new-again-with-a-fresh-install-1697926482

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Customer reply replied 8 months ago
can you help with the einstall os? Command + R is not doing anything?
Tech Support Specialist: John Lohr, Computer Hardware Engineer replied 8 months ago

Are you doing the Command + R and holding it right after you power it on?

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Tech Support Specialist: John Lohr, Computer Hardware Engineer replied 8 months ago

Any luck?

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