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Can't get online


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#1 jephph1

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Posted 13 March 2012 - 02:46 PM

I've got a client's computer that won't get online.
Things I've tried:
*Several Different browsers (IE, Chrome, Firefox). Also tried to update Malwarebytes.
*Checked LAN settings. It's set to automatically detect.
*TCP/IP settings are set to obtain IP address automatically and obtain DNS server automatically.
*I tested it at the clients site and at my router as well (which I know is working) so I know it's not the router/modem.
*I scanned and removed any malware with updated Spybot.
*Tried running in safe mode with networking, still didn't work.
*Pinging www.google.com gets a request time out
*Pinging 74.125.224.72 (one of google's ip addresses) also gets a request time out
*Pinging loopback is successful (4 sent, 4 received)
*Ipconfig /release, ipconfig /renew
*sfc /scannow didn't find anything
*In services, DHCP client and DNS client services are running
*Everything in Device manager looks clear, even when I choose "show hidden devices"
*One thing I noticed in the Local Area Connection Status is that packets are being sent and received. Right now, it says about 50,000 bytes sent, and 100,000 bytes received.\
*"Diagnose connection problems" in IE gets me "Windows cannot find the host name "www.google.com" using DNS"
*"Diagnose" in local area connection status gets me "Cannot communicate with DNS server (192.168.254.254)"
Any ideas?

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#2 hamluis

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Posted 13 March 2012 - 03:07 PM

Hardware failure?

The connection can be tested using other systems...but the hardware installed can only really be tested...by using other hardware.

You have already uninstalled the device drivers...and then reinstalled same?

<<Everything in Device manager looks clear, even when I choose "show hidden devices">>

IMO, Device Manager only provides one truly useful indication: If hardware is detected, it will reflect whether or not the drivers are installed. It will not necessarily reflect hardware failure or dysfunctionality for the drivers or hardware.

Worth reading, IMO: http://answers.microsoft.com/en-us/windows/forum/windows_7-networking/cant-communicate-with-primary-dns-server/9043f785-2f4e-4cc1-adf5-6ba5ca413749

Louis

#3 jtokarchuk

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Posted 13 March 2012 - 04:59 PM

Have you dropped another NIC in?

Have you tried openign a cmd window and using "netsh winsock reset" ? (reboot after)

Have you checked to see if your hosts file is tempered/corrupted?
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#4 jephph1

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Posted 13 March 2012 - 07:26 PM

Haven't tried reinstalling device drivers. I'll try that soon.

As far as device manager, I was moreso looking for problems with dhcp or tcp/ip under non plug and play devices when you "show hidden devices." I've seen that before. If it was a network driver, I would have noticed that right away.

Haven't tried another NIC. I'll have to find one somewhere. It would seem like if the NIC was bad then it wouldn't show that it had a connection at all though. But I'll try it when I can scrounge up another NIC.


The winsock commands both give me "The following helper DLL cannot be loaded: VSHELPER.DLL and IFMON.DLL"
"The following command was not found: winsock reset"
"The following command was not found: int ip reset"

Hosts file? What?

Edited by jephph1, 13 March 2012 - 07:26 PM.


#5 jtokarchuk

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Posted 13 March 2012 - 08:44 PM

I would reccommend an "sfc /scannow" from command prompt.

then try the winsock command again.

hosts is located in c:\windows\system32\drivers\etc and can be opened with notepad.

it should only contain (along with some comments):

127.0.0.1 localhost


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#6 jephph1

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Posted 14 March 2012 - 07:45 AM

I tried sfc /scannow twice already. I'll try it again. C:\Windows\System32\Drivers\etc contains only 4 files- lmhosts.sam, networks, protocol, and services. lmhosts.sam contains a bunch of comments, but nothing about loopback.

#7 jtokarchuk

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Posted 14 March 2012 - 08:34 AM

that's fine, don't worry abotu the hosts file.

the fact that winsock reset cannot be done worries me.

Run LSPfix (http://www.cexx.org/lspfix.htm) , it will repair your winsock library if there are issues.

Let me know what it comes back with.

ALSO: Had it had any antiviruses on it at any time? That's the most common problem in our shop. Try running a mcafee remover, or a norton remover, if you can find any evidence of them being there (liveupdate in add/remove programs, if you know its a computer that came with mcafee [basiaclly all of them])

Edited by jtokarchuk, 14 March 2012 - 08:36 AM.

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#8 jephph1

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Posted 14 March 2012 - 09:04 AM

When I opened LSPFix.exe, I got "Problems found in LSP chain. Press "finish" to make corrections. To exit without making changes, simply close the program." Under the "Remove" column, it's got mswsock.dll. Should I go ahead and hit finish?

Also, it has AVG on it. It's the only antivirus it's had on it.

Also, sfc /scannow came up with nothing again.

Edited by jephph1, 14 March 2012 - 09:07 AM.


#9 jtokarchuk

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Posted 14 March 2012 - 09:07 AM

Yes, please do.
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#10 jephph1

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Posted 14 March 2012 - 09:21 AM

2 namespace provider entries removed
5 namespace provider entries renumbered
16 protocol provider entries removed
0 protocol provider entries renumbered

#11 jtokarchuk

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Posted 14 March 2012 - 09:22 AM

Alright, any luck?
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#12 jephph1

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Posted 14 March 2012 - 09:23 AM

Not right away. Restarting computer now...

#13 jephph1

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Posted 14 March 2012 - 09:30 AM

Well, that was interesting. I logged on, and when I opened IE, it didn't work, so I hit "Diagnose connection problem" and it automatically got a new ip, but that didn't work, so it asked if i wanted to reset the network adapter. I did so, and got a BSOD, the page fault in non paged area one.

#14 jtokarchuk

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Posted 14 March 2012 - 09:32 AM

That's interesting. Perhaps the NIC has failed. Winsock was definitely an issue, I would try another network card at this point.
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#15 jephph1

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Posted 14 March 2012 - 09:37 AM

All righty. It may take a while to come up with one, but when I get one put in, I'll let you know how it goes. Thank you.




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