Hi my name is ***** ***** I will be the expert working with you today to help resolve your problem.
open device manager
click on search button and type in device manager you will see the icon appears click on it
as you are there let me know
as explained what is your advice
open device manager
My Akoya P6620 Laptop has been operating on Windows 8.1 for about 4 months and has worked fine. for the past 3weeks it shows itself to be connected to the WiFi but not to the internet I have switched wifi off and on including the airplane tab. i have connected direct by wire to the modem still not connected. i have just restarted while connected by wire while writing this on my PC still nothing. Also tried Function F7. all other equipment is connecting to the net using wifi no problem. Just recorded a speedtest of 64. I have also tried recovery which has run out of places to go also System Mechanic Am I missing something is the answer simple?
my advise is to check if the wifi driver on the computer is working fine or not
How do i do that
are you getting my reply
click on search button and type in device manager you will see the icon appears click on it.
yes opened device manager
click on the > network adapter
let me know what all are listed in there
clicked on network adapter it has Realtek PCIe Family Realtek RTL8191SE Wirless LAN 802.11n PC1-E NIC the rest are WAN Miniports
Miniports are listed as IKEv2
Thank you for the infor
8 Miniports are listed as IKEv2, IP, IPv6, L2TP, Network Monitor, PPPOE, PPTP, SSTP.
I want you to power off the router by pulling out the ac adapter and wait for 3 mins
reconnect the ac adapter and let the router power on and boot up
that will take 2 mins
after that you can try to connect the laptop using the correct wifi password ***** it should connect.
incase it does not let me know.
PC on ethernet has re-connected as well as tablets and phones without a problem. But the laptop now refuses to connect to wifi just plugged in ethernet cable it recognises the modem and states it is connected but still does not connect to internet
did you reboot the router and follow the steps i gave.
yes but the laptop wont let me switch wifi on
there must be a wifi physical switch on the sides of the laptop try to locate the switch and turn it on
incase it doesnt have a physical switch then look for the wifi signal icon on the keyboard from F1 to F12 keys
if you find one Press the Fn key hold it down and then hit the wifi icon button on the top it will turn on the wifi
just disabled firewall as suggested in the trouble shooter and re-started now switched Wifi on using Fn F7 it states connected but Web browser says no connection just ried itunes app it says no connection.
did you check my reply on wifi switch
yes fn F7 switched it on ok but still no internet.
press the Fn and F7 together if its enabled the wifi signal should be seen on the bottom right hand side on the system tray
let me know if you see the wifi icon on the system tray
Yes as i said wifi is connected as before but no internet using the browser or itunes app
if it says wifi connected and not internet then it very much clear that the wifi signal of your computer is not being allowed by the router signal to the dns server.
it is even recording usage in the system tray 4mb used in 19 minutes
in this case you will have to login to the router page and change the router password ***** save it
let the router boot and then you will be able to connect fine with the laptop and will have internet
you can connect other devices later after the computer connects fine
try and let me know.
how do i login to a router page how do i find it
what is the routers make and model number
do you mean the virgin modem
Virgin superhub nETGEAR VMDG480
you will have to connect the laptop physically to the netgear router using a lan cable and then follow the steps on the link given below
The ehternet is connected and recognises the router but still says there is no internet connection. I just typed in the link you gave me on to the laptops browser but it then says webpage is not available with the Dinahsoar emoticon.
do you have internet now as you connect the laptop to the router physically?
click on start select run and then type in cmd and hit enter
you will see a black box
type in ipconfig and hit enter
look for the ip address and gateway address and let me know that.
No it identifies my virgin router as connected but the browser and all apps that need internet say check your connection remember im using my PC connected on the LAN as the PC does not have Wifi and two tablets are also in use without any problem. as i said before the speed test on the PC is 64 so there is no shortage of broadband facility.
connect the laptop using a lan cable to the port at the back of the netgear router you will see 4 ports connect to any one of it you will have internet then.
once connected let me know i will do the other job with remote access.
the LAN has been connected since you told me to at 5.49 it identifies my virgin router as connected but the browser and all apps that need internet say check your connection
are you not getting the internet connection on the laptop by connecting a lan cable?
That is correct
please let me know the ipaddress
How do i find the ip address
Just found this on the back of the router 192.168.0.1
please open yoir browser
in address bar type 192.168.0.1 and press neter
let me know once the page opens
it says this webpage is not available
is the lan cable connected tom computer
is the lan cable connected to computer
do you want me to use the PC computer or the laptop
both are connected by LAN
connect the laptop to router with a lan cable
once you connect the lan cable to the laptop, the port in which you plug it in should blink lights
please check and let me know if its doing that
yes it is
in search box type cmd..open command prompt
type ipconfig and press enter
let me know the ipaddress
IPv4 adress 192.168.0.17 it then has default gateway 192.168.0.1
please type 192.168.0.17 in the address bar of your browser and press enter
let me know if it opens a router settings page
no still says webpage not available
type this in browser
does this open any webpage asking for username and password
No still says webpage not available I have just noticed on the command prompt Wireless LAN adapter WiFi: Media State ....Media Disconnected
please type device manager in search box
click on network adapters
let me know what do you see under it
same as before Realtek PCIe Family Realtek RTL8191SE Wirless LAN 802.11n PC1-E NIC 8 Miniports are listed as IKEv2, IP, IPv6, L2TP, Network Monitor, PPPOE, PPTP, SSTP.
right click on realtek wireless lan and uninstall
once done restart computer by shutting it down and then turning it on after about a minute
doing it now
networks tray says Lan is connected and also wifi waiting for loading to settle down then will retry browser
webpage still not available
check the ip address and let me know what you get
same as before IPv4 adress 192.168.0.17 it then has default gateway 192.168.0.1
and Media State Disconnected
try to connect to the internet and let me know if that opens
restarting but i will be back in half an hour is that ok
just starting it up
Thankyou we now have connection it was started up with the LAN then i opened my email site then pulled the plug it then needed the wifi code and connected to the network straight away. Well done and thankyou for your marathon effort excellent service is deserved.
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