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cannot browse or otherwise access internet. but can ping with no loss...


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#1 clifforj2

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Posted 28 May 2015 - 01:21 AM

okay so i recently got a hold of a neighbors computer to fix. its a windows 7 home premium 64 bit operating system. the laptop itself is a dell inspiron 1764 ( yes i know its old). she originally had some nasty viruses on here that i have since removed ( they were to the point were they disabled the Microsoft security essentials that was running and wouldn't allow it to turn back on) so i installed avg free 2015 and it removed over 1600 instances of various adware Trojans and more. before using avg i might have but im not sure, used ccleaner. but since all this the computer will not connect or browse the web. the connection is there and active and operational ( as my other working devices on the network prove) and when i ping google or AOL ( used two sites just to play it safe) i get no packet loss at all. i have run system restore to go back before i started but to no avail. still the same outcome for the internet. i have run system repair as well that didnt help either i have also installed malwarebytes that got rid of a lot of stuff but still not what i was looking for in terms of a solution. i have run sfc scan and there are some corrupted files that couldn't be fixed by the sfc ( i have the log if needed). note i cant even connect to the internet with windows update. 
i do not know where else to go from here any help at all would be greatly appreciated.
 
p.s. also i am new here so if you think i should post this in a different section please say so.

Edited by Queen-Evie, 28 May 2015 - 08:53 AM.
moved from Web Browsing/Email and Other Internet Applications to Networking


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#2 sflatechguy

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Posted 30 May 2015 - 04:00 PM

You might want to try repairing the TCP/IP stack by downloading and running the fixit tool.

 

http://support.microsoft.com/kb/299357



#3 clifforj2

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Posted 07 June 2015 - 09:45 PM

You might want to try repairing the TCP/IP stack by downloading and running the fixit tool.

 

http://support.microsoft.com/kb/299357

unfortunatly this didnt work ... 



#4 sflatechguy

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Posted 08 June 2015 - 07:13 AM

Post the error logs from system file checker. Run this at the command prompt: findstr /c:"[SR] Cannot repair member file" %windir%\logs\cbs\cbs.log >%userprofile%\Desktop\sfcdetails.txt

 

This will save a document called sfcdetails.txt on the desktop. Copy and paste that file into a post. We don't need the entire log file, just the entries regarding files it couldn't repair.



#5 clifforj2

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Posted 08 June 2015 - 12:59 PM

2015-06-08 13:11:59, Info                  CSI    000001a9 [SR] Cannot repair member file [l:24{12}]"utc.app.json" of Microsoft-Windows-Unified-Telemetry-Client, Version = 6.1.7601.18839, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-06-08 13:11:59, Info                  CSI    000001ab [SR] Cannot repair member file [l:66{33}]"telemetry.ASM-WindowsDefault.json" of Microsoft-Windows-Unified-Telemetry-Client, Version = 6.1.7601.18839, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-06-08 13:12:01, Info                  CSI    000001ad [SR] Cannot repair member file [l:24{12}]"utc.app.json" of Microsoft-Windows-Unified-Telemetry-Client, Version = 6.1.7601.18839, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-06-08 13:12:01, Info                  CSI    000001b0 [SR] Cannot repair member file [l:66{33}]"telemetry.ASM-WindowsDefault.json" of Microsoft-Windows-Unified-Telemetry-Client, Version = 6.1.7601.18839, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-06-08 13:21:38, Info                  CSI    00000347 [SR] Cannot repair member file [l:24{12}]"utc.app.json" of Microsoft-Windows-Unified-Telemetry-Client, Version = 6.1.7601.18839, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-06-08 13:21:38, Info                  CSI    00000349 [SR] Cannot repair member file [l:66{33}]"telemetry.ASM-WindowsDefault.json" of Microsoft-Windows-Unified-Telemetry-Client, Version = 6.1.7601.18839, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-06-08 13:21:38, Info                  CSI    0000034b [SR] Cannot repair member file [l:24{12}]"utc.app.json" of Microsoft-Windows-Unified-Telemetry-Client, Version = 6.1.7601.18839, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-06-08 13:21:38, Info                  CSI    0000034e [SR] Cannot repair member file [l:66{33}]"telemetry.ASM-WindowsDefault.json" of Microsoft-Windows-Unified-Telemetry-Client, Version = 6.1.7601.18839, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch

 

Post the error logs from system file checker. Run this at the command prompt: findstr /c:"[SR] Cannot repair member file" %windir%\logs\cbs\cbs.log >%userprofile%\Desktop\sfcdetails.txt

 

This will save a document called sfcdetails.txt on the desktop. Copy and paste that file into a post. We don't need the entire log file, just the entries regarding files it couldn't repair.

 



#6 sflatechguy

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Posted 08 June 2015 - 06:39 PM

Those errors are caused by a problem with a particular Windows Update. It's not that the files are corrupt or damaged; according to Microsoft, these can be ignored.

 

https://support2.microsoft.com/default.aspx?scid=kb;en-us;3022345

 

That being the case, your only option may be to reinstall the operating system.



#7 clifforj2

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Posted 08 June 2015 - 08:55 PM

any other suggestions on things that might help bring it back online first ... im not a big fan of doing that... 



#8 Dashing_star

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Posted 09 June 2015 - 05:27 AM

As you said run

sfc /scannow and post the result..

in device manager what about network adapter?

type

ipconfig /all in command prompt and paste that result also



#9 sflatechguy

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Posted 09 June 2015 - 07:02 AM

The poster has already run sfc and pasted the log file results. ipconfig /all might reveal some userful data, but we know the computer has an active IP connection because he can send and receive ping packets.

 

If you don't want to re-install the OS, you could try a repair install: http://www.sevenforums.com/tutorials/3413-repair-install.html



#10 clifforj2

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Posted 10 June 2015 - 01:17 AM

The poster has already run sfc and pasted the log file results. ipconfig /all might reveal some userful data, but we know the computer has an active IP connection because he can send and receive ping packets.

 

If you don't want to re-install the OS, you could try a repair install: http://www.sevenforums.com/tutorials/3413-repair-install.html

how would i get the ipconfig results into a text document?



#11 CaveDweller2

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Posted 10 June 2015 - 01:37 AM

When you open your command prompt, is the prompt: C:\Users\YourName or a name? if yes type ipconfig /all > Desktop\ipconfig.txt and hit enter. That should save it to your desktop. If the prompt is different then after the > type C:\Users\YourName OR a name\Desktop\ipconfig.txt

 

While you're at it, type: tracert -d yahoo.com > and whatever you typed above only tracrt.txt for a file name.

 

when the prompt pops up they are done. the first will be almost instant the second will take a little time


Edited by CaveDweller2, 10 June 2015 - 01:38 AM.

Hope this helps thumbup.gif

Associate in Applied Science - Network Systems Management - Trident Technical College


#12 jhayz

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Posted 10 June 2015 - 01:53 AM

If there were previous infections as already mentioned but cannot still connect to the internet, I would suggest a Malware personnel may have a look at your logs/scans in the Am I Infected? section of BleepingComputer. :thumbup2: Additional tools may be needed just in case to avoid reinstalling the operating system.


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#13 clifforj2

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Posted 10 June 2015 - 09:49 PM

When you open your command prompt, is the prompt: C:\Users\YourName or a name? if yes type ipconfig /all > Desktop\ipconfig.txt and hit enter. That should save it to your desktop. If the prompt is different then after the > type C:\Users\YourName OR a name\Desktop\ipconfig.txt

 

While you're at it, type: tracert -d yahoo.com > and whatever you typed above only tracrt.txt for a file name.

 

when the prompt pops up they are done. the first will be almost instant the second will take a little time

 
Windows IP Configuration
 
   Host Name . . . . . . . . . . . . : Lori-PC
   Primary Dns Suffix  . . . . . . . : 
   Node Type . . . . . . . . . . . . : Hybrid
   IP Routing Enabled. . . . . . . . : No
   WINS Proxy Enabled. . . . . . . . : No
 
Ethernet adapter Local Area Connection:
 
   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : 
   Description . . . . . . . . . . . : Realtek PCIe FE Family Controller
   Physical Address. . . . . . . . . : B8-AC-6F-62-36-4E
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
 
Wireless LAN adapter Wireless Network Connection:
 
   Connection-specific DNS Suffix  . : 
   Description . . . . . . . . . . . : Dell Wireless 1397 WLAN Mini-Card
   Physical Address. . . . . . . . . : F0-7B-CB-73-05-F5
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : fe80::2957:c71:53f4:7558%10(Preferred) 
   IPv4 Address. . . . . . . . . . . : 10.0.0.3(Preferred) 
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Lease Obtained. . . . . . . . . . : Tuesday, June 09, 2015 1:27:23 AM
   Lease Expires . . . . . . . . . . : Thursday, June 11, 2015 8:45:57 PM
   Default Gateway . . . . . . . . . : 10.0.0.1
   DHCP Server . . . . . . . . . . . : 10.0.0.1
   DHCPv6 IAID . . . . . . . . . . . : 200309707
   DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-13-74-F6-65-B8-AC-6F-62-36-4E
   DNS Servers . . . . . . . . . . . : 10.0.0.1
   NetBIOS over Tcpip. . . . . . . . : Enabled
 
Tunnel adapter isatap.{585EBA5D-06ED-422E-8BC0-AB585C7E841E}:
 
   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : 
   Description . . . . . . . . . . . : Microsoft ISATAP Adapter
   Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
 
Tunnel adapter isatap.{264A1398-127D-413C-B94F-D33905C68AEC}:
 
   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : 
   Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
   Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
 
Tunnel adapter Local Area Connection* 18:
 
   Connection-specific DNS Suffix  . : 
   Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
   Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
   IPv6 Address. . . . . . . . . . . : 2001:0:5cf2:8c15:48:dcb:f5ff:fffc(Preferred) 
   Link-local IPv6 Address . . . . . : fe80::48:dcb:f5ff:fffc%22(Preferred) 
   Default Gateway . . . . . . . . . : ::
   NetBIOS over Tcpip. . . . . . . . : Disabled
thats the ip config

When you open your command prompt, is the prompt: C:\Users\YourName or a name? if yes type ipconfig /all > Desktop\ipconfig.txt and hit enter. That should save it to your desktop. If the prompt is different then after the > type C:\Users\YourName OR a name\Desktop\ipconfig.txt

 

While you're at it, type: tracert -d yahoo.com > and whatever you typed above only tracrt.txt for a file name.

 

when the prompt pops up they are done. the first will be almost instant the second will take a little time

 
Tracing route to yahoo.com [98.138.253.109]
over a maximum of 30 hops:
 
  1     2 ms     1 ms     1 ms  10.0.0.1 
  2     2 ms     1 ms     1 ms  192.168.1.1 
  3   256 ms    83 ms    15 ms  98.116.100.1 
  4    25 ms    66 ms   107 ms  100.41.193.246 
  5    15 ms    43 ms    21 ms  130.81.163.224 
  6    10 ms     9 ms     9 ms  152.63.5.237 
  7     *        *        *     Request timed out.
  8    11 ms     8 ms     7 ms  140.222.226.209 
  9    15 ms     9 ms     7 ms  208.49.136.37 
 10     *        *        *     Request timed out.
 11    33 ms    46 ms    33 ms  206.57.3.210 
 12    48 ms    49 ms    49 ms  216.115.104.124 
 13    49 ms    54 ms    52 ms  216.115.100.1 
 14   188 ms    49 ms    49 ms  98.138.0.19 
 15   177 ms   103 ms    54 ms  98.138.0.91 
 16    50 ms    49 ms    49 ms  98.138.240.22 
 17    48 ms    49 ms    47 ms  98.138.253.109 
 
Trace complete.
thats the other one


#14 sflatechguy

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Posted 11 June 2015 - 07:15 AM

One other quick observation is that the connection is using WiFi. Have you tried turning the WiFi off and using Ethernet?

 

Tracert is able to locate Yahoo, which makes sense since you are able to ping it as well. The problem may not be the NIC; it may be the browser, or the router's DNS servers. Which DNS servers is the router configured to use?



#15 CaveDweller2

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Posted 11 June 2015 - 07:55 AM

It is also double NAT'ed. What happens if you type in an IP address rather than url? 98.138.253.109 is Yahoo.com What happens if you boot safe mode with networking and try to surf?


Hope this helps thumbup.gif

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