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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 31327
Experience:  Over 15 years of consulting to the IT industry
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My alcatel wireless dongle wont work on my toshiba laptop.

Customer Question

My alcatel wireless dongle won't work on my toshiba laptop. It connects fine, but only has local access. My toshiba laptop works fine with my home virgin media wireless router. I can connect a go laptop, kindle and iPhone to the alcatel dongle and they all work fine. Any ideas?
Submitted: 3 years ago.
Category: Computer
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is Richard.

Can you do the following please

Connect the dongle to the toshiba so it has local access

Then Please click on Start->All Programs->Accessories, then right-click on Command Prompt and click on Run as administrator. Then type each of the command lines below, one line at a time, and press the Enter key each time:

netsh winsock reset
ipconfig /release
ipconfig /flushdns
netsh int ip reset netshlog.txt

Then restart the Laptop and check if it now has internet.

Let me know the results please
Customer: replied 3 years ago.

Completed the above tasks which seemed to reset successfully, but after reboot, the problem still exists.

Expert:  Richard replied 3 years ago.
ok, connect a network cable to the Toshiba so it has internet.

Then Can I log on and look please on the connected computer?

It is easier.

Go to www.joinme.com

Click START MEETING

It will download a program to your computer

Run the program by double clicking it, and it will give you a set of 9 numbers

Give me the numbers at the top of the screen (eg: 456-789-123) in your message to me here please

Thank you
Customer: replied 3 years ago.

I have no network cable, but I have connected via my wireless virgin media router. I hope this is still ok.


The numbers are 735-650-271

Expert:  Richard replied 3 years ago.
please reply to me here if it fails

Customer: replied 3 years ago.

Richard, still the same I'm afraid.


 

Expert:  Richard replied 3 years ago.
No problem

Connect it to the internet then do the following on it

Download CC Cleaner (free) from here

CC Cleaner

(Click Download Latest Version on the top right)

Run it and let it scan and repair your registry.

Once done, restart the computer

Than

Click Start, All Programs, Accessories, right click on Command Prompt and select Run As Administrator.

A black window will open.

Type in it

sfc /scannow

press enter and when it has completed, type in

chkdsk /f

Press enter.

It will give a message "the type of the file system is NTFS cannot lock current drive.
chkdsk cannot run because the volume is in use by another process. Would you like to schedule this volume to be checked the next time the system restarts y/n" Say Y, press enter and restart the computer.

Than connect to the Dongles network and let me know if it now works please.

Customer: replied 3 years ago.

All done, still the same.

Expert:  Richard replied 3 years ago.
Has it worked with this Dongle before Steve?
Customer: replied 3 years ago.

No, I bought the wireless dongle Grimm WE today. As I said the dongle works with my kids go laptop, my Amazon kindle and my friends iPhone. My laptop works fine connected via my virgin media wireless router as you saw via join me.


 

Expert:  Richard replied 3 years ago.
Can you tell me the model of the dongle please?

Customer: replied 3 years ago.

Alcatel y800 mobile WiFi dongle from EE

Expert:  Richard replied 3 years ago.
ok, I want to reset the Dongle as it may have corrupted the lease on for the Laptop.

Under the back cover on the dongle is a reset button.

Hold this in for 10 seconds, then release.

Let it reset (can take up to 3 minutes)

Once done, you may need to connect the devices to it again.

But connect the Toshiba and tell me if it now gets internet via it please.

Thank you
Customer: replied 3 years ago.

Reset the dongle still only connects with local access only


 

Expert:  Richard replied 3 years ago.
Sorry Steve, I signed off.

Can you on the Toshiba, click Start, type in

ncpa.cpl

Press enter

Right click on Wireless connection.

Select properties and untick Internet Protocol 6

Then click ok, restart and tell me if it now connects correctly please

thank you
Customer: replied 3 years ago.

Unticked protocol 6 and restarted but still only get local access.

Expert:  Richard replied 3 years ago.
ok, on a computer that is connected to the Dongle, click Start, type in CMD and press enter

On the black window, type in

ipconfig

press enter

Tell me the Default Gateway please

Customer: replied 3 years ago.

192.168.1.1 on my connected HP laptop with internet access.


It's the same on my toshiba that connects, but only has local access.

Expert:  Richard replied 3 years ago.
ok, now on the Toshiba

Connect to the Dongle.

Click Start, type in

ncpa.cpl

press enter

Click on Internet Protcol 4

Select Properties.

Enter these values

IP: 192.168.1.102
Subnet: 255.255.255.0
Gateway: 192.168.1.1

DNS: 4.2.2.1
Alternate DNS: 4.2.2.2

Click ok, wait 4 minutes and tell me if it then gets internet please.

Customer: replied 3 years ago.

All done waited 5 minutes, still the same.

Expert:  Richard replied 3 years ago.
ok, set it all back to automatic.

Then do the following

Open RegEdit from the Start menu (type regedit.exe into the search window)

locate
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\NlaSvc\Parameters\Internet

Under the Internet key, double-click EnableActiveProbing, and then in Value data, type: 0.

Once done, restart the Laptop and tell me if it now connects please.

Customer: replied 3 years ago.

All done, no change.

Expert:  Richard replied 3 years ago.
If you did this right, it would not display the local network icon anymore.

What happens when you open Internet Explorer?
Customer: replied 3 years ago.

I get internet explorer cannot display webpage.

Expert:  Richard replied 3 years ago.
Please do the following in Internet Explorer

Click Tools (the gear wheel top right) than Internet Options

Click on the General Tab and Delete all Temporary Internet Files.

Than click the Advance Tab and click Reset

Then download and run this file

http://go.microsoft.com/?linkid=9646978

Then restart the computer and tell me if it now works please.

Customer: replied 3 years ago.

Richard, I have been able to do the above last night when I got home and was connected to the internet via my virgin media wireless router. I am now back in my office but it still doesn't work. I only have internet access through my kindle now, which is connected through the alcatel dongle.

Expert:  Richard replied 3 years ago.
ok, then it is either incompatible, or windows is corrupt, and we need to reinstall windows to confirm this Steve.

Can we perform the reinstallation now? I will explain how.

Customer: replied 3 years ago.

Will I need to back up my data ?

Expert:  Richard replied 3 years ago.
Yes, all data you need to backup first Steve as this will remove everything and return the computer to new (like how you first received it)

Customer: replied 3 years ago.

I will complete a full backup and restore the laptop, I will let you know tomorrow as I have work now. Thanks Steve

Expert:  Richard replied 3 years ago.
Thanks Steve

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