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Jason Jones
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 16038
Experience:  Over 10 years of professional experience.
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My friends pc wont connect saying " the proxy server isn't

Customer Question

my friends pc wont connect saying " the proxy server isn't responding" can you help please?
Submitted: 1 year ago.
Category: Computer
Expert:  Jason Jones replied 1 year ago.
Hello,
I am the person that will be helping you today.
Please, do the following on the problem computer:
- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: cmd
- Click the Ok button.
- In the black window, type the following and press Enter: ipconfig
- Press Enter
Question #1: What is shown for the IP Address, Subnet Mask & Default Gateway?
- In the black window, type the following and press Enter: ping 4.2.2.3
Question #2: What does it say, replies or request timed outs?
- In the black box, type the following and press Enter: ping red.com
Question #3: What does it say, replies or request timed outs?
I will be standing by.
Thank you,
Jason
Customer: replied 1 year ago.
ipv4 address is 192.168.1.109; subnet mask is 255.255.255.0; default gateway 192.168.1.254
Expert:  Jason Jones replied 1 year ago.
Thank you. What are the answers to my 2nd and 3rd question?
Customer: replied 1 year ago.
pinging response is "is not recognised as an internal or external cmd, operable program or batch file
Expert:  Jason Jones replied 1 year ago.
That means it wasn't typed in correctly. Please, try again. Keep in mind that there is a space after the ping command.
Customer: replied 1 year ago.
ping red com response was a series of replies
Customer: replied 1 year ago.
same from pinging 4.2,2,3
Customer: replied 1 year ago.
what next?
Expert:  Jason Jones replied 1 year ago.
That sounds like the computer is online. What happens when you go to the following page on the computer? --> http://www.red.com
Customer: replied 1 year ago.
the response is the same " proxy server etc"
Expert:  Jason Jones replied 1 year ago.
Please, follow the instructions below to solve your problem:
- Open Internet Explorer
- Cancel the Dial Up window
- In the top menu bar of Internet Explorer, click TOOLS (press Alt T )
- Click INTERNET OPTIONS
- Click the Connections tab
- Choose the NEVER DIAL A CONNECTION option if you can
- Click the Lan Settings button
- Uncheck everything there
- Click Ok > Ok
After that is complete, test the connection again.
Is there any change?
Customer: replied 1 year ago.
whats the dial up window? by the way opening the ie page brings up an address in the search bar of isearch.omiga-plus. is that a virus?
Expert:  Jason Jones replied 1 year ago.
You can skip that step of the dial up. Follow my instructions, please. Is there any change?
Customer: replied 1 year ago.
same result and there was no box for never dial a connection
Expert:  Jason Jones replied 1 year ago.
After you click the LAN Settings button, what information is listed on that window?
Customer: replied 1 year ago.
but the use a proxy server box has rechecked itself
Customer: replied 1 year ago.
lan settings box has boxes for automatically detect settings and use a an automatc configuration script and use a prxy server
Expert:  Jason Jones replied 1 year ago.
I see. You may be infected by a virus. If you use a different web browser (Firefox or Google Chrome) are you able to access the Internet?
Customer: replied 1 year ago.
i think it is a virus. no google or firefox
Customer: replied 1 year ago.
there is opera and torch and they say the same - unable to connext to proxy server
Expert:  Jason Jones replied 1 year ago.
Sometimes, this can be a result of spyware on your computer. If this is the case, you can run the program found at the following site: http://download.cnet.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html?part=dl-10804572&subj=dl&tag=button
- Download, save, and install that file.
- Run the newly installed program (Start button > Programs > Malwarebytes > Malwarebytes
- Click the Perform Full Scan option and click the Scan button
- When the scan is complete, click ok and then click the Show Results button
- Click the Remove Selected button
- Click Ok
Once that is complete, reboot the computer and test once more.
I look forward to hearing your feedback concerning whether or not your problem is fixed.
I hope to hear back that all is working. If this is so, please do not forget to rate my help on the top of this page (choose the number of stars and click the Submit button). If it is not, please respond below.
I will be standing by,
Jason
Customer: replied 1 year ago.
OK. So, I will download to my pc to a flash drive and then run on hers, thats right isn;t it
Expert:  Jason Jones replied 1 year ago.
Yes, that is correct. Thank you.
Customer: replied 1 year ago.
it keeps trying but failing and the virus seems to have contaminated the flash drive because I can[t get back into any part of her pc
Expert:  Jason Jones replied 1 year ago.
You cannot install Malwarebytes?
Customer: replied 1 year ago.
says failed to copy the master conf file
Expert:  Jason Jones replied 1 year ago.
What says that? It says that when you try to install it?
Please, follow the instructions below:
- Turn the computer off
- Turn the computer on
- Start pressing the F8 key on the top of the keyboard
- At the Boot menu, choose Safe Mode
- Hit the Enter key three times
- Once it comes up in Safe Mode, run the program.
Customer: replied 1 year ago.
rebooting in safe mode
Expert:  Jason Jones replied 1 year ago.
Thank you.
Customer: replied 1 year ago.
everyone of the chameleon files comes up with failed to copy the master-conf file
Expert:  Jason Jones replied 1 year ago.
What is a chameleon file?
Customer: replied 1 year ago.
the malware programme produces them and says to run them. Might I have downloaded the programme incorrectly?
Customer: replied 1 year ago.
also, might her virus have infected my flash drive?
Expert:  Jason Jones replied 1 year ago.
Anything is possible. While in safe mode, disable the proxy settings. When you do that, does the proxy value re-check the box?
Customer: replied 1 year ago.
will do, btw even in safe mode, ie search box has isearch.omiga-plus etc in it
Expert:  Jason Jones replied 1 year ago.
Thank you.
-
Customer: replied 1 year ago.
no,it doesn't recheck the proxy server box
Expert:  Jason Jones replied 1 year ago.
Are you able to access the Internet in Safe Mode?
Customer: replied 1 year ago.
not using opera, no
Expert:  Jason Jones replied 1 year ago.
You are not able to access the Internet in any browser?
Customer: replied 1 year ago.
just checking torch
Customer: replied 1 year ago.
no
Expert:  Jason Jones replied 1 year ago.
Please, follow the instructions below: - Hold down the two following keys at the same time: Windows key and the letter R- In the box that comes up, type: devmgmt.msc- Click the Ok button.- Click the plus sign next to Network Adapters- Right click the Local Area Connection Adapter's Icon- Choose Uninstall. Uninstall Device.Right click and choose Uninstall for all devices under the Network Adapters heading. Once that is complete, reboot the computer normally and update me on your status.
Customer: replied 1 year ago.
there isn't a local area adapters icon
Expert:  Jason Jones replied 1 year ago.
Ok. What is there? Remove all of them.
Customer: replied 1 year ago.
there's atheros (1), microsoft adapters (5) one realtek family controller, one teredo tunneling, 8 wan miniports
Expert:  Jason Jones replied 1 year ago.
ok. Remove all of them.
Customer: replied 1 year ago.
and the driver software?
Expert:  Jason Jones replied 1 year ago.
No
Customer: replied 1 year ago.
it wont uninstall the wan miniports
Customer: replied 1 year ago.
disable them?
Expert:  Jason Jones replied 1 year ago.
Disable them, please.
Customer: replied 1 year ago.
done, or at least I pressed the right buttons,theyre still there of course
Expert:  Jason Jones replied 1 year ago.
Restart the computer now normally. Once it is rebooted, update me on the status of the problem.
Customer: replied 1 year ago.
ok
Expert:  Jason Jones replied 1 year ago.
Thank you
Customer: replied 1 year ago.
no connection I'm afraid
Expert:  Jason Jones replied 1 year ago.
- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: cmd
- Click the Ok button.
- In the black window, type the following and press Enter: ipconfig
- Press Enter
Question #1: What is shown for the IP Address, Subnet Mask & Default Gateway?
Customer: replied 1 year ago.
it says media is disconnected for everything
Expert:  Jason Jones replied 1 year ago.
- Hold down the two following keys at the same time: Windows key and the letter R- In the box that comes up, type: devmgmt.msc- Click the Ok button.- Click the plus sign next to Network AdaptersDoes it look like the adapters reinstalled correctly?
Customer: replied 1 year ago.
it didn't reinstall the microsoft adaptrs and the atheros one but did install two bluetooth ones
Expert:  Jason Jones replied 1 year ago.
Is the realtek controller installed?
Customer: replied 1 year ago.
yes
Expert:  Jason Jones replied 1 year ago.
Plug the computer into the router/modem with a network cable. When you do that, can you get online?
Customer: replied 1 year ago.
ok thatll take a few mins
Expert:  Jason Jones replied 1 year ago.
Thank you.
-
Customer: replied 1 year ago.
seems to be online
Expert:  Jason Jones replied 1 year ago.
Thank you for the update.
May I start a remote screen sharing session with you so that I can better help you resolve this problem?
When the remote begins, a chat window will appear that we can use to communicate with each other.
Customer: replied 1 year ago.
sure but its not this pc
Expert:  Jason Jones replied 1 year ago.
Okay. No worries. I can give you the instructions to follow on the other computer. After you click the "Accept this offer" button for the remote service, the remote link will be posted here. That will be the last charge for today.
Jason Jones and 2 other Computer Specialists are ready to help you
Customer: replied 1 year ago.
on itsway?
Expert:  Jason Jones replied 1 year ago.
Follow the instructions below to begin the remote helping screen.
Remote page: http://remote.jasonfixedit.com
After going to the link above on the problem computer, enter the following two digit number: 61 and click the circle button to start the remote application.
Customer: replied 1 year ago.
see anyhting?
Expert:  Jason Jones replied 1 year ago.
Yes.
Customer: replied 1 year ago.
sorry it shut down - battery
Expert:  Jason Jones replied 1 year ago.
I'm back in. Thank you.
Customer: replied 1 year ago.
all ok?
Expert:  Jason Jones replied 1 year ago.
Yes
Customer: replied 1 year ago.
need me to do anything?
Expert:  Jason Jones replied 1 year ago.
Please, go back to the problem computer. Thank you.
Customer: replied 1 year ago.
want me to do anything it seems hung up on not restarting
Expert:  Jason Jones replied 1 year ago.
Press and hold the power button until it turns off and then turn it back on.
Customer: replied 1 year ago.
same screen. - force restart or cancel?
Expert:  Jason Jones replied 1 year ago.
Cancel.
Customer: replied 1 year ago.
nothing happens
Expert:  Jason Jones replied 1 year ago.
Press and hold the power button for 10 seconds. That will turn it off. Then turn it on.
Customer: replied 1 year ago.
i did that and it came back with the same screen, but will do again
Expert:  Jason Jones replied 1 year ago.
Okay.
Customer: replied 1 year ago.
done but message didnt go
Expert:  Jason Jones replied 1 year ago.
Ok
Expert:  Jason Jones replied 1 year ago.
I look forward to your rating of my help on the top of this page. If you have any questions about rating me, please let me know.
Thank you for your time and please, do not forget to rate my help on this page.
- Jason

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