Hello. My name is ***** ***** I will be assisting you today. \
let me know when you are ready
Hi Michelle, I am Caroline,I am ready, am communicating to you from a desktop - the laptop is with me.
is it possible to connect the laptop hardwired to the wireless router and check if you can connect to the internet fine.
i can remote access the laptop check the settings and will fix the wireless for you.
working out where a cable might be for me to do as you ask. will be a couple of minutes because will have to go to another room to do this
take you time it would be a blue or a yellow colored lan cable
cable plugged in direct - same error message coming up - not connecting to the internet
do you have any data on the laptop which you might need to save it on a disk
how old is the laptop
The laptop is about 18 months old. It has some data on it, but have a hard drive I could copy to
i think the network card and the wireless card software is corrupted due to which its not working
however i would like to fix the problem from the root cause.
back up your data and after you backed up your files remove the external hard drive from the laptop and follow factory restore steps.
follow factory restore steps
Steps to follow after backing up data on external drive, this will bring back the computer like out of box.
where do i find restore?
i will give you the steps
when was the last time it was connecting to the internet fine without a problem
a couple of weeks ago
Steps to follow after backing up data:
found a screen that is Update & Recovery and has an option that is remove everything and reinstall windows to factory settings
1. Shut down the laptop completely, make sure the power adapter is connected and have power on from the wall outlet.
ok good thats what we want
power supply connected
From the Update & Recovery choose the option reinstall windows to factory settings.
ok it is doing it
This will take 20 to 30 mins to complete the restore.
let me know if there is any problem found while running restore.
will do. it is at 13% now
how much it has completed now?
it is not saying
what up there on the screen
need to choose the language
follow the onscreen instructions and proceed to complete the installation process.
ok has asked me to connect to wireless - so have put in the password ***** this. suggests I go for Express settings
ok it has done the set up and I have the homescreen
windows 8 is loaded successfully
eventhough this should be a complete refresh - it has a desktop image from before
now try to connect entering the correct ssid and the router password
it asked me to do that as part of the set-up. We only have explorer at the moment but this is now connectinig to the internet through wirelesds
it connected fine to the internet using the wireless?
browse some internet pages like google or yahoo
seems to be working fine
i am glad it worked
now run the windows update and restore your backed up files.
you are back in business.
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thank you will do.