Computer is not getting the internet even though its connected and says there is internet access

[djchip]

Hey Guys

i been working on a customers computer for a couple days now , did a virus removal and removed the adware/malware crap and its good except the internet browsers arent working (IE and Chrome) both are saying cannot connect to the internet yet on the lower right hand corner its telling me that i have internet access , i checked the IPv4/6 settings and its all good, reset internet options , checked Ipconfig and dns settings , all good , uninstalled and re installed drivers . checked the hosts file. yet i still cant access the internet. do you guys know what else i can do or check i would greatly appreciate it

 

[pr3dator96]

new NIC might fix it

 

[i7Baby]

Check the network adapters in Control Panel, Device Manager - working properly?

 

[Shaun o]

Nope, its because what ever you are connecting to, example another wireless router or wired, its considered as a new network in windows.

So you have to set up a new network or connection.
If you have a Yellow exclamation mark where the router is, its because you have not identified the new network by setting up a new network. Unknown.

Use internet and network in windows to set up a new network.
Since the existing one was the customers home network it differs.

You will get connected to the router, but as far as the internet part of it is no internet till you do this to config the new Mac and gateway, of a new network.
Probs Upnp mode in the router is turned off also.

 

[Syntax42]

If it is a customer's computer, I think it is time for the customer to hire a new repair person.

 

[satxrebel2020]

I apologize for long reply or any of it seems to be common sense this is just part of my troubleshooting process. Is your connection hard-wired or wireless? Try running or installing a program that requires internet access to see if it connects (anti-virus or Windows Update). If the software can connect than something is blocking the browsers. If the software cannot connect I could only recommend unplugging (from power source) your ISP modem and your router for 5-10 seconds. The ISP modem gets unplugged and plugged in before router. Is your wi-fi or lan setting set for Automatic Configuration? Only other thing I can think of is disabling ALL firewalls that are on that computer than try accessing the net (I have tried some firewalls that although all the settings seemed right and it says I was connected I could not get my browsers to work). Did the customer mention any connection issues/recent software changes (aside from the virus/malware stuff)? I have had some bugs in the past that have trashed a system or permanently messed something up even after removal. All else fails, back up personal files, use a program to zero out the hard drive (I like KillDisk Free Version), and do a clean install of everything.

 

[lostuser]

I am working on a customer's laptop with a similar issue. It has Windows 7 Home Premium. Had a lot of junkware on the laptop, I removed it, scanned the laptop, manually removed left over junk, reset settings in IE and Chrome.
Laptop connects wirelessly and wired, Network and Sharing Center shows connection to the local network and to the internet. There is no indication of no internet access at all. It has a valid IP address within our network.
I can ping internal network addresses in my subnet but cannot ping google.com or other pingable internet sites. It is picking up a valid DHCP address and using our DNS server for DNS. There were statically configured DNS settings but I set them to obtain automatically.
I have a feeling something with winsock or tcpip is either corrupted or missing.
If anyone has any ideas, I'm willing to try. I am pretty sure it has nothing to do with our domain (this computer is configured for a workgroup) as I connect many other customer computers to our network with no issues like this.
I have also disabled the windows firewall completely with no success.
I am thinking about running combofix next to see if there is something deeper.
*For the inane response from Syntax42 --- if you can't post anything to help fix the issue, then don't post at all.

 

[Victoria Sowers]

your client's operating system is screwed... advise him/her to stop viewing so much porn, then advise to purchase new windows software. when the system says you are connected, but wont actually access the internet, you have a major system failure. PRON! just dont do it... ask your client, "is that where you want to be when jesus comes back?"

 

[lostuser]

Ok, finally fixed this issue on the laptop I am working on which sounds very similar to the issue from the OP.

I decided to try a Winsock fix before using ComboFix (although ComboFix may fix winsock also).
I used the info from this link: http://www.udel.edu/it/help/anti-malware/winsockfix.html to fix the issue.

Open a command prompt using RunAs Administrator on cmd.exe.
Run the following command.
netsh winsock reset
Reboot your computer and see if you can then access the internet.
*It might be beneficial to run the command below, before and after the winsock reset, save the output and compare the output.
*netsh winsock show catalog
*If it fixes your issue, if you could post the show catalog command before and after the winsock reset that would be great...I only thought of it after.

I am sure this is way too late to help the OP but maybe this can help someone else.

 

[dgboz]

Ok, finally fixed this issue on the laptop I am working on which sounds very similar to the issue from the OP.

I decided to try a Winsock fix before using ComboFix (although ComboFix may fix winsock also).
I used the info from this link: http://www.udel.edu/it/help/anti-malware/winsockfix.html to fix the issue.

Open a command prompt using RunAs Administrator on cmd.exe.
Run the following command.
netsh winsock reset
Reboot your computer and see if you can then access the internet.
*It might be beneficial to run the command below, before and after the winsock reset, save the output and compare the output.
*netsh winsock show catalog
*If it fixes your issue, if you could post the show catalog command before and after the winsock reset that would be great...I only thought of it after.

I am sure this is way too late to help the OP but maybe this can help someone else.

lostuser: I followed your instructions to the "T" and it worked perfectly! I am back up and running. Thank you

 

[dgboz]

lostuser: I followed your instructions to the "T" and it worked perfectly! I am back up and running. Thank you