Cannot access router.

[Delain]

Hi,
I'm trying to fix my girlfriend's network. Suddenly she lost all the conectivity over Wi-Fi.

Her laptop is connected via ehternet to the router and she does have internet by this way.

I'm trying to re-establish the Wi-Fi things, but when we try to log over the Default Gateway IP adress (192.168.0.1) the Ip changes from "192.168.0.1" to "0.0.0.0" and Chrome show the message "ERR_ADDRESS_INVALID" and sometimes REFUSED.

I've tried to enter the 192.168.0.1 with some variations of the last characters but nothing happens, not even the errors.

How do I even access the router?

The device is a Ubee DVW-222B, and the ISP is CLARO CHILE.

(As you can see, I'm not a native english-speaker. Please pardon me if I had bad grammar)

 

[noriel]

Please reset your wifi router and try to access the default ip again. You do the reset by pressing the reset button, hold for 10-15 mins. and it will restart itself. Reset buton usually locate at the back, a small hole and usually with label "reset"

hi to your GF 😀

 

[boosted1g]

If your computer is not getting an IP address from the router then it wont connect.

Open a command prompt and type "ipconfig" and tell me what it says your IP address is on the Ethernet adapter.

 

[Delain]

Please reset your wifi router and try to access the default ip again. You do the reset by pressing the reset button, hold for 10-15 mins. and it will restart itself. Reset buton usually locate at the back, a small hole and usually with label "reset"

hi to your GF 😀

We have done that yesterday, but I'll tell her about reseting again once more. (Or twice)

If your computer is not getting an IP address from the router then it wont connect.

Open a command prompt and type "ipconfig" and tell me what it says your IP address is on the Ethernet adapter.

When I prompted the 'ipconfig' everything seemed normal. The values that I remember are:

IPv4 192.168.0.3
Default Gateway 192.168.0.1
Also there was a "public IP" that seemed normal.

 

[boosted1g]

Ok, so you are getting a DHCP address.

From command prompt can you ping the address of the router (typing "ping 192.168.0.1")
and also type "nslookup www.google.com" just to see if you can get out to the internet from command prompt.

 

[Delain]

Well, when I ping the IP I got a normal response. 32 bytes sended, 32 received, 0 loss, etc.
Also, when prompt the 2nd command, I got also a normal response, the IP of google, and so on.

 

[boosted1g]

Ok then.

Since you can get to the router just fine in command prompt and you can resolve a URL to its IP address (what you did for google.com) then you have connectivity.

The problem is you have malware in your computer or in your browser.

Try using firefox or internet explorer. If it works in other browsers you have a bad plugin/extension in google chrome and go through the settings to remove it. If no browser works then download (from another computer) and run malwarebytes to find your infection.

 

[DeadlyDays]

the malware probably setup a proxy in the browser. disable the proxy(the malware may enable it again, in which case you'll want something like malwarebytes or another antivirus to scan and remove the malware/virus) and try opening a page.

 

[boosted1g]

the malware probably setup a proxy in the browser. disable the proxy(the malware may enable it again, in which case you'll want something like malwarebytes or another antivirus to scan and remove the malware/virus) and try opening a page.

Internet Explorer uses the default system proxy settings. This is what most viruses like to change.
Firefox and Chrome will both use its own settings by default due to this vulnerability, but it can be manually set to use the system settings.

 

[DeadlyDays]

the malware can set the proxy in chrome and firefox, I've seen it where all the browsers on someones system was set to a proxy(took me a little while to figure it out). The virus is probably already entrenched in the system and has control. Chrome and firefox are big enough marketshare nowadays that they are as big a target as IE, viruses will easily take them over if they have already infected windows, most viruses probably include them alongside IE in things to change. Browsers are built to try and be secure from external attacks, they are just as vulnerable to internal attacks as any other windows program.

The days of virus's only attacking IE are over

 

[boosted1g]

the malware can set the proxy in chrome and firefox, I've seen it where all the browsers on someones system was set to a proxy(took me a little while to figure it out). The virus is probably already entrenched in the system and has control. Chrome and firefox are big enough marketshare nowadays that they are as big a target as IE, viruses will easily take them over if they have already infected windows, most viruses probably include them alongside IE in things to change. Browsers are built to try and be secure from external attacks, they are just as vulnerable to internal attacks as any other windows program.

The days of virus's only attacking IE are over

There are quite a few rouge extesions/plugins written for Firefox and Chrome these days, very right that the days of viruses only going after IE are gone.

My point was just to tell the OP where each browser gets its proxy settings from for when trying to clean the virus out.

Kind of off subject but just though of this one guy who could not comprehend that the background image that says the PC was infected was just a wallpaper the virus set, and that wallpaper did not mean that my removal of the virus was ineffective..

 

[DeadlyDays]

lol, sounds like an effective "virus".

I was rereading OP(I am at work so only casually reading mostly), and actually thinking about it more along with user not being native English speaker, sounds like more to me now that this is a DHCP issue with wireless leased addresses, or the web interface is down on the router. User says internet access on Ethernet connection but not wireless.

Did OP try setting static IP address? Reading it more carefully it looks more like you are saying you are just trying to access the web gui after you connect to wireless? or also when wired? if when wired, powercycle the router(turn it off for 30 seconds) then turn it back on and retry. If when wireless, set a static IP address and try to connect to web gui.

Are you sure the routers GUI is accessible at 192.168.0.1, someone check the manuals? You can try restoring to factory default settings if all else fails and you are confident it is a router setting that is messed up.

Also try in another browser, or with the browsers useragent set as another browser. Some routers block certain browsers from connecting(I have one that blocks opera...), and ensure you are connecting with HTTP, or HTTPS, depending on what the router requires.

 

[boosted1g]

lol, sounds like an effective "virus".

I was rereading OP(I am at work so only casually reading mostly), and actually thinking about it more along with user not being native English speaker, sounds like more to me now that this is a DHCP issue with wireless leased addresses, or the web interface is down on the router. User says internet access on Ethernet connection but not wireless.

Did OP try setting static IP address? Reading it more carefully it looks more like you are saying you are just trying to access the web gui after you connect to wireless? or also when wired? if when wired, powercycle the router(turn it off for 30 seconds) then turn it back on and retry. If when wireless, set a static IP address and try to connect to web gui.

Are you sure the routers GUI is accessible at 192.168.0.1, someone check the manuals? You can try restoring to factory default settings if all else fails and you are confident it is a router setting that is messed up.

Also try in another browser, or with the browsers useragent set as another browser. Some routers block certain browsers from connecting(I have one that blocks opera...), and ensure you are connecting with HTTP, or HTTPS, depending on what the router requires.

The OP used nslookup to resolve the URL of www.google.com to an IP address.
This means that he does in fact have a connection to the router and has a proper IP address. It also means that he does have a connection to the internet. Thus if he can access the internet via command prompt but not the browser, then the browser/computer is infected.

 

[Delain]

Actually, DeadlyDays is right.
My gf has normal conection via ethernet/cable, the old way.
We even have talked on Skype a few hours, browsing internet, watching Youtube, playing online games and so on. Everything normal.

The main problem is when accesing the router itself. Because she needs WiFi to her other devices, and to configurate this pretty box, we need a direct access.

Meanwhile, as a low-level fix, she is using her laptop as a hotspot to bring WiFi, but it isn't a great solution.

We are going to call the company's technicians, to see if they can do something. I've read somewhere that her ISP can "lock" the router/modem via remote control, so this may be the issue.

Also, thanks to you all guys. Thanks for your time.

 

[boosted1g]

Actually, DeadlyDays is right.
My gf has normal conection via ethernet/cable, the old way.
We even have talked on Skype a few hours, browsing internet, watching Youtube, playing online games and so on. Everything normal.

The main problem is when accesing the router itself. Because she needs WiFi to her other devices, and to configurate this pretty box, we need a direct access.

Meanwhile, as a low-level fix, she is using her laptop as a hotspot to bring WiFi, but it isn't a great solution.

We are going to call the company's technicians, to see if they can do something. I've read somewhere that her ISP can "lock" the router/modem via remote control, so this may be the issue.

Also, thanks to you all guys. Thanks for your time.

Ok, my mistake for not specifying to test the ipconfig and nslookup on the interface that does not work.

What happens when you do that on wifi?

 

[boosted1g]

So via etherent you can get on the internet just fine and everything else, but you just cant access the router's web configuration?

If that is the case then I would reset the router. Could be that you are on a VLAN with no web gui access, could be a whitelist only for web gui access (and your PCs IP is not on the whitelist), could be some DHCP setting, or could be something just a little funky in it. Either way try reseting the router.