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Jason Jones
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 16887
Experience:  Over 10 years of professional experience.
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My laptop will not connect to the internet troubleshooting

Customer Question

my laptop will not connect to the internet troubleshooting the problem reveals that the wifi doesn't have a valid IP configuration.But both the computer I'm using now and my phone will connect to the internet using the same wifi.
Submitted: 3 months ago.
Category: Computer
Expert:  Jason Jones replied 3 months ago.

Hello,
I am sorry to hear about your problem. My name is ***** *****, I am a Tech Expert with over 20 years of experience and look forward to helping you today.

Please, connect to the wireless signal and follow my 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: 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?
Please, send your reply below in the box. After you type your message, click the Send button.

Thank you,
Jason

Customer: replied 3 months ago.
ping 4.2.2.3 is not reconized as an internal or external command,operable program or batch file.
ping request could not find host red .com
Expert:  Jason Jones replied 3 months ago.

That means that you didn't put a space between ping and 4.2.2.3

- Please, try again.

What is the answer to question number 1?

Customer: replied 3 months ago.
Packets: Sent=4, Received = 0, Lost = 4 (100% loss),
Expert:  Jason Jones replied 3 months ago.

Sorry, it looks like you are answering question 2 or 3. Please, answer question #1.

Customer: replied 3 months ago.
IP adress : 169.254.100.63 Subnet Mask : 255.255.0.0 Default Gateway :
Expert:  Jason Jones replied 3 months ago.

Thank you for the update.

How about this; can you plug the problem wireless computer into the router or modem with a cable and allow me to run a secure remote assistance session on the computer so I can setup the wireless connection? When the remote session begins, we will be able to communicate back and forth via a chat window that will appear on your computer screen.

Jason Jones and 5 other Computer Specialists are ready to help you
Customer: replied 3 months ago.
Laptop connected
Expert:  Jason Jones replied 3 months ago.

On the problem computer, go to the following page:

Remote page: http://remote.jasonfixedit.com

After clicking the link above, enter the following two digit number: 76 and click the circle button to start the remote application.
(After the file finishes downloading, please open the file and run it.)

Expert:  Jason Jones replied 3 months ago.

Hello again,

I see that you are not connected, yet.

Are you having any problems with running that remote application after it is downloaded?

Which Internet browser are you currently using (Internet Explorer, Firefox, Safari, or something of the like)?

Thank you,
***** *****

Customer: replied 3 months ago.
Didn't connect to internet with cable so will leave it for now
Expert:  Jason Jones replied 3 months ago.

While plugged in, do the following:

- 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?

Customer: replied 3 months ago.
IP address: 169.254.100.63 Subnet Mask : 255.255.0.0 Default Gateway: Packets: Sent =4, Received = 0, Lost = 4 Ping request could not find host red .com.
Expert:  Jason Jones replied 3 months ago.

That is the same IP that you had with the wireless connection. Please, disconnect from the wireless signal on the computer and see if you can access the Internet while plugged in.

So, remain plugged in and disconnect from the wireless signal. Are you able to access the Internet now?

Customer: replied 3 months ago.
No Internet connection
Expert:  Jason Jones replied 3 months ago.

While you are connected with the cable and disconnected from the wireless signal, do the following:

- 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 3 months ago.
IP 169.254.223.35 Subnet Mask 255.255.0.0 Default Gateway :
Expert:  Jason Jones replied 3 months ago.

Do you have another computer on the network that works? Is the other computer a PC or a Mac?

Customer: replied 3 months ago.
Computer runs on windows
Expert:  Jason Jones replied 3 months ago.

On the working computer, do the following:

- 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 3 months ago.
IP 192.168.1.66 Subnet Mask 255.255.255.0 Default Gateway 192.168.1.254
Expert:  Jason Jones replied 3 months ago.

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: ncpa.cpL
- Click the Ok button.
- Right click the network adapter icon that you are using to connect to the Internet. (Right click the icon that indicates it is enabled)
- Click Properties
- Highlight INTERNET PROTOCOL (TCP/IP) V4
- Click the Properties button
- Choose the "Use the following IP Address"
- Enter the following information:
IP Address: 192.168.1.155
Subnet Mask: 255.255.255.0
Gateway: 192.168.1.254
- Choose USE THE FOLLOWING DNS SERVER ADDRESSES
- Enter 4.2.2.3 for the Preferred DNS server.
- Enter 4.2.2.2 for the Secondary DNS server.
- Click OK
- Click OK
- Restart computer

After you do that, are you able to access the Internet?

Customer: replied 3 months ago.
Internet is working Thank You
Expert:  Jason Jones replied 3 months ago.

On the problem computer, please go to the following page: http://remote.jasonfixedit.com

After clicking the link above, enter the following two digit number: 76 and click the circle button to start the remote application.
(After the file finishes downloading, please open the file and run it.)

Expert:  Jason Jones replied 3 months ago.

Hello again,

I see that you are not connected, yet.

Are you having any problems with running that remote application after it is downloaded?

Which Internet browser are you currently using (Internet Explorer, Firefox, Safari, or something of the like)?

Thank you,
***** *****

Expert:  Jason Jones replied 3 months ago.

I was connected, but you disconnected me.

Expert:  Jason Jones replied 3 months ago.

On the problem computer, please go to the following page: http://remote.jasonfixedit.com

After clicking the link above, enter the following two digit number: 76 and click the circle button to start the remote application.
(After the file finishes downloading, please open the file and run it.)

Expert:  Jason Jones replied 3 months ago.

Hello,

Thank you for your time and patience today.

In the future, if you need any help with anything in the categories below, please let me know.

On this website, I am an expert in each of the following categories listed below:
- Computer
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- Programming
- Consumer Electronics

In the future, if you wish to work with me, ***** *****, you may ask your question at the following page that you may bookmark/favorite, if you wish. To be sure that it is sent to me, preface the question with -For ***** ***** Only!-

My Profile Page:

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