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Viet -MS Office Tech
Viet -MS Office Tech, Other
Category: Microsoft Office
Satisfied Customers: 36841
Experience:  Ten years of computer hardware and software support; Windows 10 8 7 Vista XP & Mac; Microsoft Office, etc.
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Cannot get the Internet on IE although have a broadband connection.

Resolved Question:

Cannot get the Internet on IE although have a broadband connection. IE loads but says Web pages are unavailable. Some thing happens with Firefox. Have tried a system restore but does not complete due to a missing unamed file. I am using Windows 7.
Submitted: 2 years ago.
Category: Microsoft Office
Expert:  Viet -MS Office Tech replied 2 years ago.

Hello! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.

I'm sorry about the issue. Is another device currently working in your home?

What's the model of your computer?

Is it a desktop or laptop?

Did you make any change to your computer recently that may have caused the issue, such as installing / uninstalling a program?

Can you please click on Start -> All programs -> Accessories -> Command Prompt...

, then type ipconfig then press Enter key

, then tell me the IP address and Default gateway if shown (scroll up as needed)

, then type ping google.com then press Enter key

, then tell me the result.

When you are available, please reply back at the box below to continue. Thank you,

Customer: replied 2 years ago.

Other devices are working correctly. The device in question is a laptop. No changes have been made except prior to the problem developing I had deleted several 'jpg' files from a document folder and Kapersky Virus scan detected a Trojan which it disinfected.

I Pv4 address shown as :192.168.0.134

Default Gateway: 192.168.0.1

ping google.com

No respo­čśĽnse

Expert:  Viet -MS Office Tech replied 2 years ago.

So after typing ping google.com then press Enter key, does it show "Ping request could not find host google.com. Please check the name and try again."?

How about typing ping yahoo.com then press Enter key?

Please let me know. Thank you.

Customer: replied 2 years ago.

ping google.com

ping yahoo.com

No response. I am operating at present on an Android tablet.

Expert:  Viet -MS Office Tech replied 2 years ago.
On the windows 7 computer, click on Start -> All programs -> Accessories -> Command Prompt...
, then type:

ping google.com

, then press Enter key
, then it should tell you something. Please tell me exactly what it shows on the screen. Thank you.
Customer: replied 2 years ago.

Pinging google.com (216.58.208.78) with 32 bytes of data:

Reply from 216.58.208.78: bytes=32 time=56ms TTL=49

Reply from 216.58.208.78: bytes=32 time=60ms TTL=49

Reply from 216.58.208.78: bytes=32 time=64ms TTL=49

Reply from 216.58.208.78: bytes=32 time=64ms TTL=49

Ping statistics for 216.58.208.78:

Packets: Sent = 4, Received = 4, Lost = 0 0% loss

Approximate round trip times in milli-seconds:

Minimum = 5th, Maximum = 64ms, Average = 61ms

Expert:  Viet -MS Office Tech replied 2 years ago.

Thank you. Please close IE and Firefox. Then please try the following:

  1. Click Start , and then click Control Panel.
  2. Open Network and Internet, open Internet Options.
  3. Click on the Connection tab, then click on LAN settings.
  4. Then make sure all the boxes are unchecked.
  5. Then click OK, OK.
  6. Check both IE and Firefox.

Edit: It looks like you are not there, so I'm going offline for now also. When you are available, please click on the Reply to Expert tab below, and reply back to me. Then do not wait; I will reply / email back to you as soon as possible when I'm back at my computer. Thank you.

Customer: replied 2 years ago.

No change.

Firefox responds 'The connection was reset'

'The connection to the server was rest while the page was loading'

IE responds 'This page can'take be displayed,

Expert:  Viet -MS Office Tech replied 2 years ago.

I'm sorry. Please try some more solutions below:

- Please click on Start, then right-click on Computer, then click on Manage, then click on Device manager, then click on the + (plus) sign in front of Network adapters and right-click on each of the items under it and click on Uninstall and confirm (but don't check the box to delete the driver if shown). Then restart the computer, and it will automatically reinstall.

Next, please click on Start->All Programs->Accessories, then right-click on Command Prompt and click on Run as administrator. Then type each of the command lines below, one line at a time, and press the Enter key each time:

netsh winsock reset
ipconfig /release
ipconfig /flushdns
netsh int ip reset netshlog.txt

Then restart the computer and check.

- If that does not work, please click Start->All programs->Accessories->Run..., then type msconfig then click OK.
, then click on the Startup tab and click on Disable All at the bottom.
, then click on the Services tab, then click on "Hide all Microsoft services" at the bottom, then click on Disable All at the bottom.
, then click OK, and restart the computer and check.

Note: if the computer is wireless, make sure to reconnect to your wireless network name: Click on Start\Control Panel\Network and Internet\Network and Sharing Center, then click on Connect to a network.

Please let me know; I will troubleshoot further as needed. Thank you.

Viet -MS Office Tech, Other
Category: Microsoft Office
Satisfied Customers: 36841
Experience: Ten years of computer hardware and software support; Windows 10 8 7 Vista XP & Mac; Microsoft Office, etc.
Viet -MS Office Tech and 3 other Microsoft Office Specialists are ready to help you
Customer: replied 2 years ago.

Problem seems to be solved. Thanks for your assistance.

Excellent Service.

Expert:  Viet -MS Office Tech replied 2 years ago.
You're welcome. Great. If you need help with anything else, please come back any time. Also, can you please take a moment to rate my service by clicking on a face icon / service option above, then click on Submit when it shows up. Thank you very much for your patience

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