Hello. My name is Michelle and I will be assisting you today.
Let me know when you are ready to chat
are you chatting with me on the computer which has the problem or its a different computer
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.
please tell me the make and model number of the laptop
when was it working fine last time on wireless
i believe it has windows 7
open system restore again
i will walk you throught
put a check mark on show more restore point
tell me the older dates available
just one date?
did you try 25.7.2014 earlier to restore
this will not work
ok lets do this
open device manager
click on start and select search
type in device manager you will see the icon click on it
are you in there now
Click on the arrrow down on the network adapter
you have windows 7 or 8?
32 bit or 64
Click start >>> search >>> type in dxdiag then click on the icon it will show you the version
under operating system it will show
now go back to the device manager and close dxdiag
let me know whats listed under network adapter
is there any Atheros Wireless Lan
right clickon the realtek wireless lan
and select uninstall
ist removed form the list
is it removed from the list
now do a proper shut down to the computer
wait for 2 mins and turn it back on
now you may tur on the laptop
is it booting up
please go to device manager and let me know when you are there
no problem take your time
now click on start select search and type in cmd and hit enter
now type in ipconfig and hit enter
tell me the ipv4 address you get
is it starting with 169.254. or it starts with 192.168.
type in ipconfig /release
there is a space betwee the g and the /slash
hit enter after you type in the command
type in ipconfig /renew
type in ipconfig /flushdns
reboot the computer after the flushdns command
now shut down the laptop
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
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
Power on your laptop and try to connect using the correct ssid and router password
yes now turn on the laptop
make sure the wireless is turned on on the laptop
try to connect to the correct router ssid and enter the router password.
i cant say what you have selected till i login to your router
do you see a wireless icon on the system tray on your laptop
can you connect the laptop hardwire to the router and try to connect to internet
can you tell me what ip address you get now when its connected
if it give you 169.254 ip address then there is a problem
this will take time to get it fixed
what is the gateway address
it has a problem with the ip address
That is why its not connecting
it should be 192.168.1.5 for the ip and 192.168.1.1 for the gateway
do you have a data backed up for this laptop on an external drive
There are two options we have to get this fixed.
Ip flushes dns automatically by the network devices in this case it is locked and its a know common windows problem.
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.
restore your data back and you are back to business.
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.
have a good day.