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Ask Michelle Your Own Question

Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 4676
Experience:  B.Sc. Computer Science with Honors
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Laptop has excellent internet connection but cannot access

Customer Question

Laptop has excellent internet connection but cannot access web pages, I am able to 'ping' a web address and the packets sent and received are the same? I have even tried connecting through modem cable but to no avail?.
Submitted: 2 years ago.
Category: Computer
Expert:  Michelle replied 2 years ago.

Michelle :

Hello. My name is Michelle and I will be assisting you today.

Michelle :

Let me know when you are ready to chat

JACUSTOMER-c08bhlz7- : I'm ready Michelle, how's you?
Michelle :

hi

Michelle :

are you chatting with me on the computer which has the problem or its a different computer

JACUSTOMER-c08bhlz7- : On ipad
JACUSTOMER-c08bhlz7- : Can not chat on laptop as no internet connection
Michelle :

can you connect the laptop directly to the wireless router and try accessing internet so that i can remote access and fix the wireless for you.

JACUSTOMER-c08bhlz7- : I have tried connecting directly but still unable to access web pages
Michelle :

please tell me the make and model number of the laptop

JACUSTOMER-c08bhlz7- : Asus a54e
Michelle :

when was it working fine last time on wireless

JACUSTOMER-c08bhlz7- : Wednesday, I have tried system restore to earlier time but I receive a message confirming restore was unsuccessful
Michelle :

i believe it has windows 7

JACUSTOMER-c08bhlz7- : Yep
Michelle :

open system restore again

Michelle :

i will walk you throught

JACUSTOMER-c08bhlz7- : Ok I have
Michelle :

hit next

JACUSTOMER-c08bhlz7- : Ok
Michelle :

put a check mark on show more restore point

JACUSTOMER-c08bhlz7- : Ok
Michelle :

tell me the older dates available

JACUSTOMER-c08bhlz7- : 25.7.2014
Michelle :

just one date?

JACUSTOMER-c08bhlz7- : 2 on 25.7 & 1 on 26.7
Michelle :

did you try 25.7.2014 earlier to restore

JACUSTOMER-c08bhlz7- : Yes
Michelle :

this will not work

JACUSTOMER-c08bhlz7- : No
Michelle :

ok lets do this

Michelle :

open device manager

Michelle :

click on start and select search

Michelle :

type in device manager you will see the icon click on it

JACUSTOMER-c08bhlz7- : Ok
Michelle :

are you in there now

JACUSTOMER-c08bhlz7- : Yes
Michelle :

Click on the arrrow down on the network adapter

JACUSTOMER-c08bhlz7- : Done
Michelle :

you have windows 7 or 8?

JACUSTOMER-c08bhlz7- : 7
Michelle :

32 bit or 64

JACUSTOMER-c08bhlz7- : How would I know?
Michelle :

Click start >>> search >>> type in dxdiag then click on the icon it will show you the version

JACUSTOMER-c08bhlz7- : 64 I tink
JACUSTOMER-c08bhlz7- : think
Michelle :

please confirm

Michelle :

under operating system it will show

JACUSTOMER-c08bhlz7- : I have clicked the arrow on computer and it is ACPI x64-based PC, is that 64 ?
Michelle :

ok thanks

Michelle :

now go back to the device manager and close dxdiag

Michelle :

let me know whats listed under network adapter

JACUSTOMER-c08bhlz7- : 3 things
Michelle :

please tell

JACUSTOMER-c08bhlz7- : Atheros AR8151 PCI gigabit Ethernet controller (dis 6.20)
JACUSTOMER-c08bhlz7- : microsoft virtual wifi mini port adapter
Michelle :

is there any Atheros Wireless Lan

JACUSTOMER-c08bhlz7- : realtek RTL8188ce wireless LAN 802.11n PCI-E NIC
Michelle :

right clickon the realtek wireless lan

Michelle :

and select uninstall

JACUSTOMER-c08bhlz7- : Done
Michelle :

ist removed form the list

JACUSTOMER-c08bhlz7- : Yep
Michelle :

is it removed from the list

Michelle :

ok

Michelle :

now do a proper shut down to the computer

JACUSTOMER-c08bhlz7- : done
Michelle :

wait for 2 mins and turn it back on

JACUSTOMER-c08bhlz7- : Ok, I'll go boil an egg! :-)
JACUSTOMER-c08bhlz7- : Are you in the states?
Michelle :

yes CA

JACUSTOMER-c08bhlz7- : Very nice
Michelle :

now you may tur on the laptop

Michelle :

is it booting up

Michelle :

please go to device manager and let me know when you are there

JACUSTOMER-c08bhlz7- : Yes, apologies it takes a while
Michelle :

no problem take your time

JACUSTOMER-c08bhlz7- : Laptop currently installing device driver, is this right?
Michelle :

ok

JACUSTOMER-c08bhlz7- : All booted up now
Michelle :

now click on start select search and type in cmd and hit enter

JACUSTOMER-c08bhlz7- : Done
Michelle :

now type in ipconfig and hit enter

Michelle :

tell me the ipv4 address you get

Michelle :

is it starting with 169.254. or it starts with 192.168.

JACUSTOMER-c08bhlz7- : No ipv4 address listed
Michelle :

type in ipconfig /release

Michelle :

there is a space betwee the g and the /slash

Michelle :

hit enter after you type in the command

JACUSTOMER-c08bhlz7- : Message says no operation can be performed while wirless
Michelle :

no problem

Michelle :

type in ipconfig /renew

JACUSTOMER-c08bhlz7- : Has it's media disconnected,
Michelle :

no problem

Michelle :

type in ipconfig /flushdns

JACUSTOMER-c08bhlz7- : Same message,
Michelle :

hit enter

Michelle :

reboot the computer after the flushdns command

JACUSTOMER-c08bhlz7- : Successfully flushed the DNS resolver cache
Michelle :

now shut down the laptop

JACUSTOMER-c08bhlz7- : Done
Michelle :

while the laptop it off you will have to turn off the wireless router by pulling out the power adapter from the router and wait for 2 mins

Michelle :

reconnect the router power and let it boot that will take another 2 mins to boot the router after that connect back to this chat with your ipad

Michelle :

Power on your laptop and try to connect using the correct ssid and router password

JACUSTOMER-c08bhlz7- : Router back on, turn on laptop also?
Michelle :

yes now turn on the laptop

JACUSTOMER-c08bhlz7- : Laptop booted
Michelle :

make sure the wireless is turned on on the laptop

Michelle :

try to connect to the correct router ssid and enter the router password.

JACUSTOMER-c08bhlz7- : Should the encryption key be AES or TKIP?
Michelle :

i cant say what you have selected till i login to your router

Michelle :

do you see a wireless icon on the system tray on your laptop

JACUSTOMER-c08bhlz7- : Yes and now it's saying no connections available
Michelle :

can you connect the laptop hardwire to the router and try to connect to internet

JACUSTOMER-c08bhlz7- : Connected modem but still unable to connect to internet
Michelle :

can you tell me what ip address you get now when its connected

Michelle :

if it give you 169.254 ip address then there is a problem

Michelle :

this will take time to get it fixed

JACUSTOMER-c08bhlz7- : 192.168.0.5
Michelle :

what is the gateway address

JACUSTOMER-c08bhlz7- : 192.168.0.1
Michelle :

it has a problem with the ip address

Michelle :

That is why its not connecting

Michelle :

it should be 192.168.1.5 for the ip and 192.168.1.1 for the gateway

Michelle :

do you have a data backed up for this laptop on an external drive

JACUSTOMER-c08bhlz7- : No
Michelle :

There are two options we have to get this fixed.

Michelle :

Ip flushes dns automatically by the network devices in this case it is locked and its a know common windows problem.

Michelle :

we will try a few set of commands to run and if that doesnt not change the ip address to 192.168.1.5 then there is a problem you will have to backup all you important data files, pictures, videos and audio after that we will run factory restore which will bring the computer back to factory default settings and then you can reconnect fine.

Michelle :

restore your data back and you are back to business.

JACUSTOMER-c08bhlz7- : Ok, is it possible this can be done later Michelle as I have to be at work in 30 mins? If so how can io save our chat and go online later this afternoon?
Michelle :

sure we can try later save and exit post me a reply when you have time and atleast give me an hour to get back to you or we can continue tomorrow the same time.

JACUSTOMER-c08bhlz7- : ok, thanks
Michelle :

have a good day.

JACUSTOMER-c08bhlz7- : and you
Michelle :

Thanks

JACUSTOMER-c08bhlz7- : Hey Michelle, I'm back from work so hopefully we can continue the fix
JACUSTOMER-c08bhlz7- : llo
JACUSTOMER-c08bhlz7- : helo
JACUSTOMER-c08bhlz7- : Hello .
JACUSTOMER-c08bhlz7- : Morning, can we please continue

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