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I have two laptops connected to the same wireless router and with as fas as I can tell exactly she same settings. One connects fine and views pages, the other did until recently but now shows "address not found" on every page though it is connected.

I did have quite a messy virus infection due to my own stupidity in now having sufficient security, thanks to the fab help on the spyware forum that is now fixed but I still can't access pages. Any advice gratefully recieved.

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Hey Claire,

What sort of connection do you use (i.e. wireless or wired)? If wireless, do you have network security in place (such as WEP, WPA, etc.)?

Do you have some form of removable media (such as a USB chip) that you can use to transfer files from the non-working machine to a working machine -- in order to post the results of tests we run? Please try the following steps.

Step 1 - Connectivity test:
  • Press Start
  • Select Run
  • Type cmd and press OK
  • In the new command prompt window, please type the following commands (*Note: each ping will take approximately 10 seconds to complete; wait for the command prompt to return before you type the next one. Also, the single '>' and double '>>' are intentional; please type the commands exactly as they appear):
    • ipconfig /all > C:\results.txt
    • route print >> C:\results.txt
    • ping >> C:\results.txt
    • ping google.com >> C:\results.txt
    • ping >> C:\results.txt
  • Once the above commands have completed, navigate to your C: drive and open the text file results.txt -- please copy/paste the contents of this file into your next response.
Step 2 - Reset your Winsock and TCP/IP settings:
  • Click Start, select Run, type cmd and press OK
  • In the new command prompt window, type netsh int ip reset reset.log
  • Once the above command completes, type netsh winsock reset catalog
  • Restart your computer and then check if you can get an Internet connection.
Step 3 - Restart your machine in Safe Mode with Networking:
Please restart the problematic machine in Safe Mode with Networking and then see if you can get an Internet connection; can you?
*Note: You will not be able to use a wireless connection while in Safe Mode; please ensure all tests are performed with a wired (Ethernet) connection.

- Dan
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Thanks Dan, Connection is Wireless, Network Security is WEP. I have a USB for copying files over.

Connectivity test results below, before running it the wireless connections box was showing as connected with excellent strength but was still showing page not found in both Firefox and IE.

After the test I re-set the Winsock and TCP / IT and it was then showing wireless as connected but with little or no connectivity.

In safe mode with the cable into the router it works fine and access and displays pages in Firefox.

Windows IP Configuration

Host Name . . . . . . . . . . . . : D28JY03J
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Unknown
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Description . . . . . . . . . . . : Broadcom 440x 10/100 Integrated Controller
Physical Address. . . . . . . . . : 00-19-B9-86-B1-1E

Ethernet adapter Wireless Network Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Dell Wireless 1390 WLAN Mini-Card
Physical Address. . . . . . . . . : 00-19-7E-B3-2C-45
Dhcp Enabled. . . . . . . . . . . : No
IP Address. . . . . . . . . . . . :
Subnet Mask . . . . . . . . . . . :
Default Gateway . . . . . . . . . :
DNS Servers . . . . . . . . . . . :
Interface List
0x1 ........................... MS TCP Loopback interface
0x2 ...00 19 b9 86 b1 1e ...... Broadcom 440x 10/100 Integrated Controller - Packet Scheduler Miniport
0x3 ...00 19 7e b3 2c 45 ...... Dell Wireless 1390 WLAN Mini-Card - Packet Scheduler Miniport
Active Routes:
Network Destination Netmask Gateway Interface Metric 25 1 25 25 25 25 2 1 1
Default Gateway:
Persistent Routes:

Pinging with 32 bytes of data:

Reply from bytes=32 time<1ms TTL=128
Reply from bytes=32 time<1ms TTL=128
Reply from bytes=32 time<1ms TTL=128
Reply from bytes=32 time<1ms TTL=128

Ping statistics for
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms
Ping request could not find host google.com. Please check the name and try again.

Pinging with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
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Sorry about the slow response.

After the test I re-set the Winsock and TCP / IT and it was then showing wireless as connected but with little or no connectivity.

The reason you were getting a 'connected' state before was due to the fact that you had a static IP in place, which often masks underlying issues. So, while the limited or no connectivity message suggests that things got worse, nothing really changed.

Can you please try using a wired (Ethernet) connection while in normal mode and see if you can connect to the Internet?

Since you can connect in Safe Mode, it's likely to be some form of software interference.

Step 1 - Generate a startup and uninstall list:
Please download HijackThis (if you do not already have it) and install it -- once it is installed, restart your computer. Once the computer starts up, launch HijackThis and then select the option Open the Misc Tools section -- select Generate StartupList log. Save the startup list in a safe location. Now select the option Open Uninstall Manager and then click Save list -- save it to a safe location. Please post the contents of the startup list and the uninstall list in your next response.

- Dan
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Ethernet connection in normal mode works.

Start up and uninstall lists are below

StartupList report, 25/06/2009, 10:15:37
StartupList version: 1.52.2
Started from : C:\HijackThis.EXE
Detected: Windows XP SP2 (WinNT 5.01.2600)
Detected: Internet Explorer v7.00 (7.00.6000.16850)
* Using default options

Running processes:

C:\Program Files\Alwil Software\Avast4\aswUpdSv.exe
C:\Program Files\Alwil Software\Avast4\ashServ.exe
C:\Program Files\Java\jre6\bin\jusched.exe
C:\Program Files\Synaptics\SynTP\SynTPEnh.exe
C:\Program Files\Dell\QuickSet\quickset.exe
C:\Program Files\Creative\Mixer\CTSVolFE.exe
C:\Program Files\Common Files\InstallShield\UpdateService\issch.exe
C:\Program Files\Common Files\Roxio Shared\9.0\SharedCOM\RoxWatchTray9.exe
C:\Program Files\Roxio\Drag-to-Disc\DrgToDsc.exe
C:\Program Files\Google\Google Desktop Search\GoogleDesktop.exe
C:\Program Files\Dell\MediaDirect\PCMService.exe
C:\Program Files\iTunes\iTunesHelper.exe
C:\Program Files\HP\HP Software Update\HPWuSchd2.exe
C:\Program Files\Messenger\msmsgs.exe
C:\Program Files\Kontiki\KHost.exe
C:\Program Files\Digital Line Detect\DLG.exe
C:\Program Files\HP\Digital Imaging\bin\hpqtra08.exe
C:\Program Files\Java\jre6\bin\jqs.exe
C:\Program Files\Kontiki\KService.exe
C:\Program Files\Common Files\Roxio Shared\9.0\SharedCOM\RoxWatch9.exe
C:\Program Files\Canon\CAL\CALMAIN.exe
C:\Program Files\Alwil Software\Avast4\ashMaiSv.exe
C:\Program Files\Alwil Software\Avast4\ashWebSv.exe
C:\Program Files\iPod\bin\iPodService.exe
C:\Program Files\Common Files\Roxio Shared\9.0\SharedCOM\RoxMediaDB9.exe
C:\Program Files\Common Files\Roxio Shared\9.0\SharedCOM\CPSHelpRunner.exe
C:\Program Files\HP\Digital Imaging\bin\hpqSTE08.exe
C:\Program Files\HP\Digital Imaging\bin\hpqbam08.exe
C:\Program Files\HP\Digital Imaging\bin\hpqgpc01.exe


Listing of startup folders:

Shell folders Common Startup:
[C:\Documents and Settings\All Users\Start Menu\Programs\Startup]
Digital Line Detect.lnk = ?
HP Digital Imaging Monitor.lnk = C:\Program Files\HP\Digital Imaging\bin\hpqtra08.exe


Checking Windows NT UserInit:

[HKLM\Software\Microsoft\Windows NT\CurrentVersion\Winlogon]
UserInit = C:\WINDOWS\system32\userinit.exe,


Autorun entries from Registry:

igfxtray = C:\WINDOWS\system32\igfxtray.exe
igfxhkcmd = C:\WINDOWS\system32\hkcmd.exe
igfxpers = C:\WINDOWS\system32\igfxpers.exe
SunJavaUpdateSched = "C:\Program Files\Java\jre6\bin\jusched.exe"
SigmatelSysTrayApp = stsystra.exe
SynTPEnh = C:\Program Files\Synaptics\SynTP\SynTPEnh.exe
Dell QuickSet = C:\Program Files\Dell\QuickSet\quickset.exe
Broadcom Wireless Manager UI = C:\WINDOWS\system32\WLTRAY.exe
CTSVolFE.exe = "C:\Program Files\Creative\Mixer\CTSVolFE.exe" /r
ISUSScheduler = "C:\Program Files\Common Files\InstallShield\UpdateService\issch.exe" -start
RoxWatchTray = "C:\Program Files\Common Files\Roxio Shared\9.0\SharedCOM\RoxWatchTray9.exe"
RoxioDragToDisc = "C:\Program Files\Roxio\Drag-to-Disc\DrgToDsc.exe"
Google Desktop Search = "C:\Program Files\Google\Google Desktop Search\GoogleDesktop.exe" /startup
PCMService = "C:\Program Files\Dell\MediaDirect\PCMService.exe"
QuickTime Task = "C:\Program Files\QuickTime\qttask.exe" -atboottime
iTunesHelper = "C:\Program Files\iTunes\iTunesHelper.exe"
Adobe Reader Speed Launcher = "C:\Program Files\Adobe\Reader 8.0\Reader\Reader_sl.exe"
HP Software Update = C:\Program Files\HP\HP Software Update\HPWuSchd2.exe
hpqSRMon = C:\Program Files\HP\Digital Imaging\bin\hpqSRMon.exe
avast! = C:\PROGRA~1\ALWILS~1\Avast4\ashDisp.exe


Autorun entries from Registry:

ModemOnHold = C:\Program Files\NetWaiting\netWaiting.exe
ctfmon.exe = C:\WINDOWS\system32\ctfmon.exe
MSMSGS = "C:\Program Files\Messenger\msmsgs.exe" /background
kdx = C:\Program Files\Kontiki\KHost.exe -all


Autorun entries in Registry subkeys of:



Load/Run keys from C:\WINDOWS\WIN.INI:

load=*INI section not found*
run=*INI section not found*

Load/Run keys from Registry:

HKLM\..\Windows NT\CurrentVersion\WinLogon: load=*Registry value not found*
HKLM\..\Windows NT\CurrentVersion\WinLogon: run=*Registry value not found*
HKLM\..\Windows\CurrentVersion\WinLogon: load=*Registry key not found*
HKLM\..\Windows\CurrentVersion\WinLogon: run=*Registry key not found*
HKCU\..\Windows NT\CurrentVersion\WinLogon: load=*Registry value not found*
HKCU\..\Windows NT\CurrentVersion\WinLogon: run=*Registry value not found*
HKCU\..\Windows\CurrentVersion\WinLogon: load=*Registry key not found*
HKCU\..\Windows\CurrentVersion\WinLogon: run=*Registry key not found*
HKCU\..\Windows NT\CurrentVersion\Windows: load=
HKCU\..\Windows NT\CurrentVersion\Windows: run=*Registry value not found*
HKLM\..\Windows NT\CurrentVersion\Windows: load=*Registry value not found*
HKLM\..\Windows NT\CurrentVersion\Windows: run=*Registry value not found*
HKLM\..\Windows NT\CurrentVersion\Windows: AppInit_DLLs=C:\PROGRA~1\Google\GOOGLE~2\GOEC62~1.DLL


Shell & screensaver key from C:\WINDOWS\SYSTEM.INI:

Shell=*INI section not found*
SCRNSAVE.EXE=*INI section not found*
drivers=*INI section not found*

Shell & screensaver key from Registry:

drivers=*Registry value not found*

Policies Shell key:

HKCU\..\Policies: Shell=*Registry key not found*
HKLM\..\Policies: Shell=*Registry value not found*


Enumerating Browser Helper Objects:

HP Print Enhancer - C:\Program Files\HP\Digital Imaging\Smart Web Printing\hpswp_printenhancer.dll - {0347C33E-8762-4905-BF09-768834316C61}
(no name) - C:\Program Files\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelper.dll - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3}
Browser Address Error Redirector - C:\Program Files\BAE\BAE.dll - {CA6319C0-31B7-401E-A518-A07C3DB8F777}
(no name) - C:\Program Files\Java\jre6\bin\jp2ssv.dll - {DBC80044-A445-435b-BC74-9C25C1C588A9}
JQSIEStartDetectorImpl - C:\Program Files\Java\jre6\lib\deploy\jqs\ie\jqs_plugin.dll - {E7E6F031-17CE-4C07-BC86-EABFE594F69C}
HP Smart BHO Class - C:\Program Files\HP\Digital Imaging\Smart Web Printing\hpswp_BHO.dll - {FFFFFFFF-CF4E-4F2B-BDC2-0E72E116A856}


Enumerating Task Scheduler jobs:



Enumerating Download Program Files:

CODEBASE = http://fpdownload.ma...t/ultrashim.cab


Enumerating ShellServiceObjectDelayLoad items:

PostBootReminder: C:\WINDOWS\system32\SHELL32.dll
CDBurn: C:\WINDOWS\system32\SHELL32.dll
WebCheck: C:\WINDOWS\system32\webcheck.dll
SysTray: C:\WINDOWS\system32\stobject.dll

End of report, 9,127 bytes
Report generated in 0.188 seconds

Command line options:
/verbose - to add additional info on each section
/complete - to include empty sections and unsuspicious data
/full - to include several rarely-important sections
/force9x - to include Win9x-only startups even if running on WinNT
/forcent - to include WinNT-only startups even if running on Win9x
/forceall - to include all Win9x and WinNT startups, regardless of platform
/history - to list version history only

Uninstall list
2007 Microsoft Office system
Adobe Acrobat and Reader 8.1.2 Security Update 1 (KB403742)
Adobe Flash Player 10 Plugin
Adobe Flash Player ActiveX
Adobe Reader 8.1.2
Apple Software Update
avast! Antivirus
BBC iPlayer Download Manager
Broadcom Management Programs
Business Contact Manager for Outlook 2007
Business Contact Manager for Outlook 2007
Canon Camera Access Library
Canon Camera Support Core Library
Canon Camera Window DC_DV 5 for ZoomBrowser EX
Canon Camera Window DC_DV 6 for ZoomBrowser EX
Canon Camera Window MC 6 for ZoomBrowser EX
Canon G.726 WMP-Decoder
CANON iMAGE GATEWAY Task for ZoomBrowser EX
Canon Internet Library for ZoomBrowser EX
Canon MovieEdit Task for ZoomBrowser EX
Canon RAW Image Task for ZoomBrowser EX
Canon RemoteCapture Task for ZoomBrowser EX
Canon Utilities EOS Utility
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