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Connected, but can't load internet


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#1
Isabel123

Isabel123

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Hello,

First let me say that I have looked for solutions to this problem in the forums. I have tried some of the troubleshoting steps (ie, unplugging and cycling down), even though my issue isn't exactly the same as others. To no avail.

In short, I recently had some malware and had help removing it. Everything seems to work fine now, except that I can't get on the internet. I have 2 other computers connected to my wireless network that are connecting just fine. The wireless signal is strong and it even indicates that I am connected (signal strength: excellent).

Yet, I still can't get the internet to load. I tried uninstalling IE8 and reverting to IE6 - no luck. Nor does Firefox load.

Help?
Thanks in advance.
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#2
Untalented

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Hello Isabel and welcome to GeeksToGo!

I would say most likely that one of the tools used to repair your machine and to remove the malware could have caused issues with your Internet. Try the following and I'll see what we can do:

Step 1 - Repair the Connection:
  • Press Start
  • Click Control Panel
  • Click Switch To Classic from the Left Panel *Only if you see this*
  • Click Network Connections
  • Right-Click your Local Area Network Connection and Click Repair
  • Report if the Internet begins working again and still please continue with the following steps
Step 2 - Determine your Default Gateway and DNS Addresses:
  • Select Start
  • Click Run
  • Type cmd and click Ok
  • In the new command prompt window, please type the following commands:
    • ipconfig /all
  • Make note of the Default Gateway and DNS Servers
Step 3 - Connectivity test:
  • Please type in the following commands into the cmd prompt:
    *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 127.0.0.1 >> C:\results.txt
    • ping DefaultGateway >> C:\results.txt
    • ping DNSServer1 >> C:\results.txt
    • ping DNSServer2 >> C:\results.txt
    • ping google.com >> C:\results.txt
    • ping 209.85.171.100 >> 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.

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#3
Isabel123

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Hi and thanks for the help!

Here's the results of the steps you prescribed:

1. Can't repair the Local Area Connection. The button is not active. It does say that a network cable is unplugged.

2.
A.) Default Gateway Server: 192.168.1.1
B.) DNS Servers: 213.174.139.72
192.168.1.1

3.) Results (hope i did this right):

Windows IP Configuration



Host Name . . . . . . . . . . . . : Gan-Vecchioni

Primary Dns Suffix . . . . . . . :

Node Type . . . . . . . . . . . . : Hybrid

IP Routing Enabled. . . . . . . . : No

WINS Proxy Enabled. . . . . . . . : No

DNS Suffix Search List. . . . . . : hsd1.fl.comcast.net.



Ethernet adapter Local Area Connection 3:



Media State . . . . . . . . . . . : Media disconnected

Description . . . . . . . . . . . : Realtek RTL8139/810x Family Fast Ethernet NIC

Physical Address. . . . . . . . . : 00-15-F2-49-E3-A1



Ethernet adapter Wireless Network Connection 7:



Connection-specific DNS Suffix . : hsd1.fl.comcast.net.

Description . . . . . . . . . . . : Linksys Wireless-G PCI Adapter

Physical Address. . . . . . . . . : 00-1E-E5-21-15-60

Dhcp Enabled. . . . . . . . . . . : Yes

Autoconfiguration Enabled . . . . : Yes

IP Address. . . . . . . . . . . . : 192.168.1.100

Subnet Mask . . . . . . . . . . . : 255.255.255.0

Default Gateway . . . . . . . . . : 192.168.1.1

DHCP Server . . . . . . . . . . . : 192.168.1.1

DNS Servers . . . . . . . . . . . : 213.174.139.72

192.168.1.1

Lease Obtained. . . . . . . . . . : Friday, July 17, 2009 10:28:23 AM

Lease Expires . . . . . . . . . . : Saturday, July 18, 2009 10:28:23 AM

===========================================================================
Interface List
0x1 ........................... MS TCP Loopback interface
0x3 ...00 15 f2 49 e3 a1 ...... Realtek RTL8139/810x Family Fast Ethernet NIC - Packet Scheduler Miniport
0x30002 ...00 1e e5 21 15 60 ...... Linksys Wireless-G PCI Adapter - Packet Scheduler Miniport
===========================================================================
===========================================================================
Active Routes:
Network Destination Netmask Gateway Interface Metric
0.0.0.0 0.0.0.0 192.168.1.1 192.168.1.100 25
127.0.0.0 255.0.0.0 127.0.0.1 127.0.0.1 1
169.254.0.0 255.255.0.0 192.168.1.100 192.168.1.100 30
192.168.1.0 255.255.255.0 192.168.1.100 192.168.1.100 25
192.168.1.100 255.255.255.255 127.0.0.1 127.0.0.1 25
192.168.1.255 255.255.255.255 192.168.1.100 192.168.1.100 25
224.0.0.0 240.0.0.0 192.168.1.100 192.168.1.100 25
255.255.255.255 255.255.255.255 192.168.1.100 3 1
255.255.255.255 255.255.255.255 192.168.1.100 192.168.1.100 1
Default Gateway: 192.168.1.1
===========================================================================
Persistent Routes:
None


Pinging 127.0.0.1 with 32 bytes of data:



Reply from 127.0.0.1: bytes=32 time<1ms TTL=128

Reply from 127.0.0.1: bytes=32 time<1ms TTL=128

Reply from 127.0.0.1: bytes=32 time<1ms TTL=128

Reply from 127.0.0.1: bytes=32 time<1ms TTL=128



Ping statistics for 127.0.0.1:

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 DefaultGateway. Please check the name and try again.

Ping request could not find host DNSServer1. Please check the name and try again.

Ping request could not find host DNSServer2. Please check the name and try again.



Pinging google.com [74.125.67.100] with 32 bytes of data:



Reply from 74.125.67.100: bytes=32 time=35ms TTL=49

Reply from 74.125.67.100: bytes=32 time=34ms TTL=49

Reply from 74.125.67.100: bytes=32 time=33ms TTL=49

Reply from 74.125.67.100: bytes=32 time=33ms TTL=49



Ping statistics for 74.125.67.100:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 33ms, Maximum = 35ms, Average = 33ms



Pinging 209.85.171.100 with 32 bytes of data:



Request timed out.

Request timed out.

Request timed out.

Request timed out.



Ping statistics for 209.85.171.100:

Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
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#4
Untalented

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Do me a favor and ping the follow like you did above and post the results:

ping 192.168.1.1 >> C:\results2.txt
ping 213.174.139.72 >> C:\results2.txt
ping slashdot.org >> C:\results2.txt
ping 216.34.181.45 >> C:\results2.txt
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#5
Isabel123

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Ok, done. Results:

Pinging 192.168.1.1 with 32 bytes of data:



Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

Reply from 192.168.1.1: bytes=32 time=1ms TTL=64



Ping statistics for 192.168.1.1:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 1ms, Maximum = 1ms, Average = 1ms



Pinging 213.174.139.72 with 32 bytes of data:



Request timed out.

Request timed out.

Request timed out.

Request timed out.



Ping statistics for 213.174.139.72:

Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),



Pinging slashdot.org [216.34.181.45] with 32 bytes of data:



Reply from 216.34.181.45: bytes=32 time=78ms TTL=238

Reply from 216.34.181.45: bytes=32 time=76ms TTL=238

Reply from 216.34.181.45: bytes=32 time=76ms TTL=238

Reply from 216.34.181.45: bytes=32 time=77ms TTL=238



Ping statistics for 216.34.181.45:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 76ms, Maximum = 78ms, Average = 76ms



Pinging 216.34.181.45 with 32 bytes of data:



Reply from 216.34.181.45: bytes=32 time=76ms TTL=238

Reply from 216.34.181.45: bytes=32 time=78ms TTL=238

Reply from 216.34.181.45: bytes=32 time=83ms TTL=238

Reply from 216.34.181.45: bytes=32 time=78ms TTL=238



Ping statistics for 216.34.181.45:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 76ms, Maximum = 83ms, Average = 78ms
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#6
Untalented

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Okay so all of this looks fine. Do the following now:

Step 1 Set DHCP Preferences:
  • Press Start
  • Click Control Panel
  • Click Switch To Classic from the Left Panel *Only if you see this*
  • Click Network Connections
  • Right-Click your Local Area Connection and Click Properties
  • Scroll down and click Internet Protocol (TCP/IP) Do not uncheck the box
  • Click Properties
  • Verify both IP and DHNS is set to Obtain Automatically and click OK then OK again to close
Step 2 - Reset Internet Security Levels:
  • In Control Panel open Internet Options
  • Click Security Tab
  • Click Reset all zones to default level
  • Click the Connections tab
  • Click LAN Settings
  • Uncheck everything here and click OK and OK again to close Internet Properties
Test IE and see if it works. If it doesn't then continue:
Step 3 - Test IE Without Addons:
  • Click Start
  • Click Programs/All Programs
  • Hover over Accessories
  • Hover over System Tools
  • Click Internet Explorer (No Add-ons)
  • Test browsing again

Let me know how the above work out.
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#7
Isabel123

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Thanks so much for helping - I'm sorry to report that after doing all of the above steps, the browser still won't load.
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#8
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You're able to ping out to websites just fine to their IP and domain name. With this being said I'm thinking you may still have malware. Where did you get assistance removing the Malware? Do you know what steps you or they took to clean your machine?
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