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Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
You are at www.justanswer.com services.I am sorry to hear that you are having such trouble. I will try my best to help you out.
which browser are you using?
on the computer, click start and in the windows search box type run and open it
in the run window type cmd and click ok
let me know once the black command window is open
our service is guaranteed. you may choose to ignore as its an optional service and the popup is generated automatically by the website and not me
i will continue to assist you on chat
type the below command
let em know what does it show as packets sent and received or it shows timed out
are you chatting with me from the same computer?
press ctrl alt and del keys together on keyboard and then click on task manager option
once the task manager window opens, click on file menu and click run new task
in the window type www.google.com and press enter
let me know what happens
click on the 3 dots or 3 lines on top right of internet explorer window
then click on options
let me know once options window is open
yes click on the gear and then internet options
click on the advanced tab
in the list of options you need to find the settings that says enable 3rd part browser extensions
uncheck that option, then apply and ok
then restart computer
let me know once computer has rebooted
try opening a website now
did it open?
did you try google
can you open this link
does it open the chrome download page
click on download chrome to download and install chrome
let me know once complete
can you open chrome and try opening a website
did you try it in chrome or explorer
how is it connected to internet...ethernet cable or wifi
can you turn off router and unplug the power cable of router
after 2 mins, plug in power cable and turn on router
we will be disconnected during this while
once we are connected back, let me know and i will give you further steps
do you have an ethernet cable or lan cable
ok. if you could connect the laptop to router with ethernet cable and then check if websites open or not, that would indeed give a better idea about the problem
i am out of ideas and will opt out and open this question so that my fellow experts may review and assist you further on this
Hello my name is***** look forward to assisting you with this problem. Can you go back to the Comman window.
Instead of ping enter this command and capture the output.
Here is a link to a youtube video I made that shows the process of capturing the output of the command prompt.
okay can you copy and paste the instructions into this window
oh, I didn't think about that. what I am looking for is the DNS server information. of your interface that is connected to your internet (either Ethernet or wireless)
ok try the command
I am sorry but I cannot think of any reason why your browser won't connect to the internet. I am going to opt out as well
I'm interested in your issue. I know you've gone through 2 techs already and I'm really sorry that you've had the experience you've had so far. I'd be more than happy to cancel your ticket but I know you're still having issues right now. Would you be willing to work with one more expert before throwing in the towel?
I'm interested because your desktop is receiving internet. You are online. Your Internet explorer is not working correctly. The problem to isolate would have been that.
The test ran already determined you have internet which is good. That's made this part easier if you would like to work with me.
Okay, I'll start typing out some steps instead of waiting for replies.
First thing to try is to reset Internet Explorer. I don't think I saw this in the previous notes so I thought I would go ahead and suggest it. It will reset Internet Explorer to the default homepage/settings/everything.
If that did not work, next steps:
Open Internet Explorer, select the Tools button (or the Help button if you’re using Internet Explorer 8) and then choose About Internet Explorer.
I need to know what Version of IE you are using.
Windows 7 32 or 64 bit?
Control Panel > System > It will be on that first page
Next to System Type
Here is the Service Pack 1 for 64 bit. Let's reinstall this and see if we can correct IE http://download.microsoft.com/download/7/1/7/7179A150-F2D2-4502-9D70-4B59EA148EAA/IE11-Windows6.1-x64-en-us.exe
Do you have another computer to download to USB or disc?
Did you install Windows using a CD?
Okay, I found the set of instructions that should be quicker. Since we don't have the internet and you only have access to a tablet, let's try these commands in the CMD prompt. Let me know if you have tried this already because no point of doing them again.
1. Press Windows Key + R
2. Perform the following steps:
Reset WINSOCK entries to installation defaults:
netsh winsock reset catalog
Reset TCP/IP stack to installation defaults:
netsh int ip reset reset.log
Reset Firewall to installation defaults:
netsh advfirewall reset
Flush DNS resolver cache:
Renew DNS client registration and refresh DHCP leases:
Flush routing table (reboot required):
Let's go ahead and do them all since only some of them look familiar. Then once you get to the end, a reboot will be required and we can let the reboot take place.
Yeah. That should have brought it up on Step 1. Hold down the windows key and press the letter R.
Now type the bold from earlier. Each line will be done after each step is done.
Okay. Press Start Menu and in the white box, type CMD. Then right click on it and run as administrator.
Then do all the steps from earlier.
Still coming back up?
Same on IE too?
Can you disable all your security software temporarily? Bitdefender and any others you might have installed? We might need to uninstall them as a test as well. Another possibility of being able to ping out but no internet is your security settings are just too high on something.
I haven't suggested touching your router because your tablet is working. And if it was a DNS server issue, then it should affect all.
Yeah, I read that but it doesn't seem to make sense since you are online otherwise. Before we remove software, one other thought. Have you rebooted in safe mode already?
Let's try that. Make sure to select the one with NETWORKING.
I should have modified my steps to only say Networking. But this will tell us if there's some 3rd party program that is causing the issue.
Okay, and it booted up in safe mode with the strange looking screen?
Are you online in safe mode?
And if you try to open up Chrome, same error about the connection?
More sites loading?
You can click on videos and they download and play?
Okay, so I knew your internet was working based on the earlier tests but this should show you that it's working for you in a sense. You're downloading videos that you didn't watch prior but there is some settings on your computer blocking the internet. The only thing I hate about system restores is that sometimes they can do more damage than good when it comes to antivirus software and what not. We've reset everything to default settings for your internet settings but that didn't seem to resolve it. I'm thinking the next steps might be to completely remove all virus/firewall and anything extra that is installed to see if that helps get past the block on the internet.
Typically, after removing these programs, since none of other steps worked, I have a feeling that the only option we're going to be able to do is reinstall your operating system. Do you have a separate partition with the operating system installed on it? You can verify that by going to the Computer > and looking at the drives. Usually it's drive D:/ if you have no other partitions.
We must be getting close to that 45 minute mark. Are you still able to troubleshoot or did you want to resume later? Or do you still have time?
I can resume tomorrow. We can try a few more fixes tomorrow and then go from there to see what else we can do to resolve this. Just reply on here tomorrow and I'll start working with you on this some more to see what else could be causing the issue. We can start picking out software to see if they're causing the issue.
Before you head out, do you mind helping me stay assigned to your question? It's a strange request but there should be an option to rate the service you've received today. There should be some stars to click on and hopefully I've earned 5 stars so far. By doing so since there's been so many experts on this question, it will help me stay locked to your question while we troubleshoot this.
If you don't see the stars to click on, it might be easier to switch to Desktop View. My view is a bit different than your view.
I am away for another hour but I can work with you in 1 hour if you are available. I'll be by my computer. Use the repair disc. Reboot the computer and run from the disc to do a "repair" but we can work more on it once i am available.
I am back. Just wanted to see if you have tried anything yet.
You should be able to reboot your PC with the disc in the drive. It should prompt you about doing a repair or reinstall.
If it doesn't, then we have to adjust some settings in your BIOS, but let's try that first.
The one we're going to do is the System Repair option.
Okay, since it didn't come up, reboot again and try hitting F12 repeatedly until you get a boot menu to pull up.
Do you have the boot up from CD ROM?
My reply didn't go thru! Click on enter setup.
Click on boot Menu and put CD ROM at the top
Once you push down and it looks highlighted, press the + button to move it up.
Did it move it to the top?
Press F10 to save it now and it should reboot
Let's do the Toshiba option. I just looked up the next option after and go ahead with the recommended Recover with Out of Box Date
Out of Box State*
Well, if it doesn't like the backup you have, I know you can buy the recovery disc from Toshiba. https://support.toshiba.com/recovery#media
I will put that out there for now to let you know. It's looking for something specific in the CD that would tell it is from a Toshiba backup. Not sure if you did get this from your own system it isn't reading it but for some reason it's not working now. We can always do cancel and try going around the Toshiba method and choose System Recovery Options.
And have you made it past Startup Repair?
Did it do anything when you selected Startup Repair?
Oh if it did the startup repair and then took you to the boot screen, then you can try to see if you're able to get online.
It was just some critical file that needed to be reinstalled for your networking drivers. Let me know if IE is working for you too
The system restore basically reverts to an older version of your system. The reason why it's a dangerous tool is because if you go back before an update that affected a lot of drivers and system files, it makes it hard to run the software correctly. And the only way to fix a lot of those programs is to reinstall or ultimately, reinstall Windows again. What you might have to do is obtain that disc from Toshiba or purchase a Windows 7 disc OEM version online from say Newegg or Amazon. Then you can reinstall Windows and get rid of the Toshiba software. I personally like running a cleaning version of Windows in my system. I have a Dell computer but I bought Windows 7 to override the one they gave me.
Since Chrome is working, we can try the earlier update if you can access the webpage to see if it helps repair IE. One sec.
Try that one
Scroll down to English 64 bit and click that link. It should start downloading.
Well, I had hoped that would work to make IE work a little better.
Since we replaced some files, we can try to reset IE again to see if it responds differently after the reset.
To answer your first question, you have less than 2 years of Windows 7. I, myself, am sad because I prefer Windows 7. To verify this so you can know how to find it in the future, you can look up <Name of Operating system + End of Life> into a search. The official Microsoft Page is here: https://support.microsoft.com/en-us/help/13853/windows-lifecycle-fact-sheet
Extended support translates to those annoying updates that fix issues. Once 2020 happens, they will no longer update against security threats.
Did the IE reset work?
You shouldn't. Typically issues I see happen when internet connectivity is lost, power is lost, or some background program was trying to run at the same time the update was happening. But if it happens again, my next suggestion would be to look at what is running in the background. I know when PCs are older like ours, sometimes there are so many different programs that get installed over time and cached into the system that needed to be cleared out. That's why I've been a big promoter of reinstalling the operating system because it allows me to clean house. I do have some tools in my toolbox that I have found to be exceptional even for my Mother-in-Law's computer. I'm only suggesting the software as I'm not affiliated with them at all.
I use Driver Booster, Advanced System Care, Smart Defrag, and Malware Fighter from IObit. If you buy the pro versions, they do everything on their own. The Smart Defrag is nice because it will keep your system running quickly without you having to remember to defrag it. The Advanced System Care Pro when ran clears out a bunch of junk files. The Driver Booster keeps your drivers up to date. Malware Fighter is well just that.
You can go check it out. It's just what I use on my end and any families PCs. If you're interested in someone setting it up for you, I'd be more than happy to run the scans using the free versions and helping clear out your system if you prefer. The Secure Connect might work since you're getting internet again. However, that part does cost extra.
This site will stay active and all the notes will stay available to come back to. http://www.justanswer.com/computer/bagmh-web-browser-will-not-open-websites-system-windows.html You can bookmark this page to come back to it. I do apologize it took so long for someone to actually go through the steps with you to get it to work again. But check out that software and if you're good at setting it up, it will really clean up your system and help update drivers you didn't know needed to be updated. if you decide you want to reach out to me again, you can click on my name and view my profile. There is an "ask a question" box that will send me a direct message.