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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 40227
Experience:  Over 15 years of consulting to the IT industry
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I run a Sony vaio. I now find that I am unable to use internet

Resolved Question:

I run a Sony vaio. I now find that I am unable to use internet explorer (internet explorer is not responding). I can use emails and Skype but cannot call up the internet. I have tried using Chrome and that fails to start as well. I have tried help topics in windows and Microsoft but their answers involve using the internet which I cannot use. Do you have any suggestions
Submitted: 3 years ago.
Category: Computer
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

Can you do the following please.

Click start, control panel.

Type in the top right

Internet options and click on it when it appears

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

Than click the Advance Tab and click Reset

Restart the computer and tell me if internet explorer now works please

Thank you

Customer: replied 3 years ago.
I am in the advanced page and the only rest I can see is for text size and zoom level under accessibility
Expert:  Richard replied 3 years ago.
It is there, at the bottom Roy

Like in this picture.

Click me to view

Let me know if you have any difficulties please

Customer: replied 3 years ago.
Hi Richard
Sorry to a pain but on my screen after the options I have restore advanced settings. The part shown in your picture is not there. By the way I am using an IPad Ito talk to you
Expert:  Richard replied 3 years ago.
When did this problem start Roy?
Customer: replied 3 years ago.
The last two days
Expert:  Richard replied 3 years ago.
Thank you

We will do a system restore.

To do this, close all programs.

click start, type in

system restore

press enter

Follow the onscreen instructions to perform a restore choosing a restore date before this problem started.

When complete, tell me please if you still have the issue Roy

Thank you
Customer: replied 3 years ago.
Hi Richard
Bet you thought you had got rid of me.
Have done a restore to an earlier date but it has not helped
Expert:  Richard replied 3 years ago.
No, else I would have gotten a rating right Roy :)

On that computer, click start, type in CMD and press enter

Type in the black window

ping yahoo.com

Press enter and tell me if the pings are received or lost please.

Customer: replied 3 years ago.
I have 4 lines of reply followed by ping statistics.
Expert:  Richard replied 3 years ago.
ok, it means the computer itself has internet.

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 computer and check if it now has the problem.

Let me know the results please
Customer: replied 3 years ago.
Sorry but still nothing
Expert:  Richard replied 3 years ago.
ok, can you do the following please.

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 /r

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.

Then tell me if you still have the problem please.

Customer: replied 3 years ago.
Typed the first line
It said I must be an administrator running a console session to use sic utility
Second said access denied as I do not have sufficient privileges
Expert:  Richard replied 3 years ago.
yes, you need to Click Start, All Programs, Accessories, right click on Command Prompt and select Run As Administrator.

You did not do that correctly.

Customer: replied 3 years ago.
I am back. That scan etc has now finished but still no explore
Expert:  Richard replied 3 years ago.
What is the model of the computer Roy?
Customer: replied 3 years ago.
It is VPCL13M1E
Expert:  Richard replied 3 years ago.
Thanks

We are going to have to do a reinstall of windows Roy, we are not able to repair it.

First, backup your data off the computer as this is going to remove all data and return the computer to new (programs you will need to reinstall).

Then turn off the computer.

Turn on the computer

When the SONY logo is displayed, press the key.

In the VAIO Recovery Wizard window, click the Next button.

Under Recovery Options , click to select the C Drive Recovery option.

Click the Next button and complete the process to reinstall windows which will get Internet Explorer working again.

Let me know the results please

Thank you
Customer: replied 3 years ago.
I have tried google chrome and that now seems to work ok. Instead of re installing windows should I try just using chrome and forget explore. If that fails am I able to talk to you again tomorrow
Expert:  Richard replied 3 years ago.
ok, it looks like the repair worked at least on Chrome.

Chrome is a lot better then Internet Explorer, so even without this problem, I would continue to only use it.

But what I have done, is mark this question to never close, so any issues tomorrow or even later (there is no time limit) you can let me know if you have any problems, but it should be ok.

If you have continued problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you
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