Mysterious Internet Connectivity Problem

Good morning.

We're having some strange internet connection problems here at the house, and have been for about a week by now. The problem only seems to be affecting one computer, which is why I called it mysterious. 

The computer in question is having trouble loading up even a simple google search while the rest of the computers in the house (phones included) have no trouble at all. We haven't made any changes or additions to our network recently. I tried resetting the router, restarting the computer, and we've been on the phone with the ISP but they say that everything looks good from their end (and since the rest of the computers are fine, I believe them [this time!]). 

What should I do? It's driving us crazy.

Thanks!

Oh, and by the way -- the problem computer is running Windows 10 (if that's any help).

Can you run MiniToolBox and check off "List Contents of Hosts" and "List IP Configuration" and then go and post the log. Make sure to run it on the Windows 10 computer having the problem.

Also, is the problem happening all the time or on and off? Is the computer itself slow booting up or opening now internet using programs?

There is a program called "Emsisoft Emergency Kit".

Click HERE to Download EEK.

After downloading, run the program "EmsisoftEmergencyKit.exe".

There will be an UAC Notification, click Yes to confirm that you want to run this program.

A new window will open, click the button "Install". (DON'T change the Destination Folder!)

During the Installation, it may look like the program is freezing, but if you just wait, then you'll see the Installation will continue succesfully.

(2 or 3 times it looks like the program is freezing, but this is normal)

After installation, open the program. (NOT the Command Line Scanner!)

You will be asked to Update the Signature Database, click Yes.

After updating, click on Scan.

You will be asked if you want to detect "Potentially Unwanted Program", click Yes.

Then choose Malware Scan.

Scanning time is very fast, if you compare with other Malware Scanners.

If Emsisoft Emergency Kit has found something, DON'T delete it and DON'T Quarantine it.

Open a New Topic HERE

Someone of the BC Staff will verify if you can Delete / Quarantine the things Emsisoft Emergency Kit has found.

Is this a malware problem? Is it the computer that was connected to the external HD infected with malware? If so, I would suggest moving thread to malware forum.

I was thinking that malware could be a possibility, because the topic starter says that all computers are fine, but only just one is having internet connection problems.

I would agree. I just forgot for a moment I wasn't in malware forum. Do moderators move threads or do users? Either way probably a good idea to wait for OP to respond.

Thank you for the quick response.

Here is the log:

____

PS: If you're referring to the malware infected external HD that I posted about last year, this is not the same computer and I don't think this is malware related. Thank you for doing your due diligence though, it is appreciated.

Can you try to connect wired and see if you can get online? Also, when the problem happens, can you ping 192.168.1.1?

DNS request timed out.

I don't think we have the capability to hard wire connect in our house. What do we need, an ethernet cable running from the router to the PC? 

How do I ping something?

From what I can tell, the computer is a laptop right? Then just move it to the router and connect a ethernet from it to the laptop.

"I don't think we have the capability to hard wire connect in our house"

Do you mean that isn't the way it is hooked up now, or do you think wired connections in general don't work off your router? If so, do you know why? If it's relevant, what model router do you have and who is the ISP?

"How do I ping something?"

See here for instructions. 

We haven't ever tried a wired connection from the router. 

I just looked, the laptop doesn't have an ethernet port. 

The model number of the router is: Actiontec GT784WNV

ISP: Verizon

If it doesn't have a ethernet connection, it is going to make it alot harder to troubleshoot. Any luck on the ping?

Understood. 

I pinged it, but this forum won't let me post the picture. 

Here's what it says, typed out:

Pinging 192.168.1.1 with 32 bytes of data:

Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

Reply from 192.168.1.1: bytes=32 time=15ms TTL=64

Reply from 192.168.1.1: bytes=32 time=13ms TTL=64

Reply from 192.168.1.1: bytes=32 time=2ms TTL=64

Ping statistics for 192.168.1.1:

Packets: Sent=4, Received=4, Lost=0 (0% Loss),

Approximate round trip time in milliseconds:

Minimum= 1 ms, Maximum= 15ms, Average=7ms

I don't need the exact results as of right now, just if you get a reply or not when pinging.

When you can ping 192.168.1.1 can you NOT ping google.com? The reason I ask is in your logs, it shows it asked your router (192.168.1.1) to look up google.com in DNS, but it failed 3 times before succeeding. The question is if the problem is the computer's connection to the router (can't hear the DNS) or a problem with the router processing the request (hears DNS but can't do what your asking).

If you can't ping Google.com but you can ping 192.168.1.1 then try "nslookup google.com". If you can ping 192.168.1.1 but nslookup doesn't work, then it's a problem with DNS in the router.