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Ask Wes Your Own Question

Wes
Wes, Consultant
Category: Laptop
Satisfied Customers: 962
Experience:  15+ years experience with laptop support issues
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I have a laptop running Windows 7 Professional. It connects

Customer Question

I have a laptop running Windows 7 Professional. It connects to the internet but does not display any pages
Submitted: 3 years ago.
Category: Laptop
Expert:  Wes replied 3 years ago.

Wes :

My name is XXXXX XXXXX I will be assisting you today. Please favorite or bookmark this page press CTRL+D, so you can return here if we get disconnected.

Wes :

Have you done a malware scan on it?

Customer:

No

Wes :

Okay, let's start there then. Do you have a flashdrive you can transfer programs over to the laptop with?

Customer:

Yes I have a copy of malwarebytes. Shall I put that onn?

Wes :

yes, put that on and do a scan.

Wes :

remove any infections, reboot, and let me know the results.

Customer:

It's found nothing and it said it is 384 days out of date. I've downloaded another version and will try again

Wes :

yeah go with an updated database for it

Customer:

The Hyper scan has finished and found nothing

Wes :

what browsers do you have on that laptop?

Customer:

Internet explorer

Wes :

can you try putting firefox or chrome on there and see if they do the same thing?

Customer:

It wouldn't let me load Chrome and suggested I looked at the firewall. I don't know how to change that

Wes :

the firewall settings are in the control panel

Wes :

start>control panel, then in the upper right change the view by to small icons

Customer:

OK

Wes :

then look for windows firewall... you can try turning it off

Wes :

Also, while you're in there, go into internet options, go to the advanced tab and hit the "reset" button.

Wes :

then hit OK and try to use IE again.

Customer:

Done that It wanted to update to IE11 but now says page can't be displayed

Wes :

well you could download IE11 to a flash drive and try to put it on there. Have you tried windows update to see if it will download any windows updates?

Customer:

How do I tell if the laptop is 32 bit or 64 bit?

Customer:

It's 64 bit

Wes :

Sorry had to step away for a sec.

Customer:

Ok, It said it had a more up to date version of IE. I'm just rebooting

Customer:

It still says page can't be displayed. It says that my wireless connection is connected

Wes :

open network and sharing center, then hit change adapter settings on the left side

Wes :

then on the wireless device which is connected, right click on it and hit status

Customer:

OK I'm in there

Wes :

then hit the details button

Wes :

what's the IPv4 Address

Customer:

192.168.1.68

Wes :

okay, that sounds alright

Wes :

alright, can you try installing firefox? I would like to try to get it to the point to where I can at least one browser up because then I can hopefully give you a gotoassist link

Customer:

It's asking me to connect to the internet, but it does seem to be connected

Wes :

firefox is?

Customer:

Yes

Wes :

okay, in firefox go to 192.168.1.1

Wes :

see if the router page will come up

Customer:

Firefox hasn't installed

Wes :

okay how about in IE

Customer:

It says unable to open search page

Wes :

alright hold the windows key and hit R

Wes :

on the laptop of course

Wes :

when you get the run window type in

cmd

and hit enter

Wes :

when you get the dos command prompt type in


netsh int ip reset c:\resetlog.txt

and hit enter

Customer:

from the c:\users\laptop directory or the root?

Wes :

doesn't matter

Customer:

reset global failed - requires elevation (run as admin)

Customer:

no user specified settings to be reset

Wes :

okay, start>all programs>accessories> right click on command prompt and hit run as administrator

Customer:

OK, wants a restart

Wes :

okay restart it

Customer:

Shall I try IE again or try to load firefox?

Wes :

try both

Customer:

Both failed I'm afraid

Wes :

alright, have you attempted to use System Restore yet?

Customer:

Not on the laptop

Wes :

alright, before you do that... can you try going into device manager, uninstall the wireless network adapter, then reboot it. It should redetect and reinstall on startup

Wes :

if that doesn't work, go into system restore by going to start>all programs>accessories>system tools system restore

Wes :

roll it back to a date before you were having problems

Customer:

It's actually loaded two copies of the Wifi Miniport adaptor. Is that OK?

Wes :

I'm not sure... were there two before?

Customer:

Yes

Customer:

I could delete them seperately

Wes :

You are uninstalling them from the Network Adapters section right?

Customer:

yes

Wes :

uninstall everything from the network adapters section. For example I have a couple of miniport adapters too, plus the wired, plus the wireless adapter

Wes :

right-click uninstall, etc... then reboot

Customer:

It put them all back; I put in the network key again but it still doesn't work - it says it is connected to the network. I'll try the system restore

Customer:

It says there is file system corruption. I'll let it check the disk

Wes :

hmmm

Wes :

we should probably do a sfc scan then

Wes :

start>all programs>accessories> right click on command prompt and hit run as administrator

then type in


sfc /scannow

and hit enter. If it finds broken files it may need a windows disc

Customer:

It's going to take a while. It's done 11%. I don't have a windows 7 disk here but I might have on eat work

Wes :

ok

Wes :

just let me know when it's done

Customer:

It didn't find anything

Wes :

okay, did you restart after removing the network drivers?

Customer:

Yes, I've just restarted again

Wes :

okay then we have to try system restore

Customer:

I'm getting nowhere. It says it has detected file corruption and I have to check the disk for restore, but it won't let me check the disk while it is in use

Wes :

okay, do the administrator command prompt again and type in

chkdsk /r

it'll say can't lock disk do you want to do the scan the next time you restart, hit y and then restart

Wes :

then try system restore again... if it still won't let you go into system restore because of file corruption you probably have a damaged windows installation and or hard drive damage.

Customer:

OK, it still says there are errors. I think we'll have to give in to that. Thank you for your help

Wes, Consultant
Category: Laptop
Satisfied Customers: 962
Experience: 15+ years experience with laptop support issues
Wes and 5 other Laptop Specialists are ready to help you

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