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Mysterious Internet Connectivity Problem


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#1 Jasor31385

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Posted 26 November 2016 - 08:35 AM

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).



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#2 Trikein

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Posted 26 November 2016 - 09:03 AM

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?



#3 DefaultGateway

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Posted 26 November 2016 - 09:03 AM

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.



#4 Trikein

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Posted 26 November 2016 - 09:05 AM

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.



#5 DefaultGateway

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Posted 26 November 2016 - 09:11 AM

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. :graduate:



#6 Trikein

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Posted 26 November 2016 - 09:18 AM

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.



#7 Jasor31385

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Posted 26 November 2016 - 09:21 AM

Thank you for the quick response.

 

Here is the log:

 

____

 

MiniToolBox by Farbar  Version: 17-06-2016
Ran by temp (administrator) on 26-11-2016 at 09:18:59
Running from "D:\"
Microsoft Windows 10 Home  (X64)
Model: 730U3E/740U3E Manufacturer: SAMSUNG ELECTRONICS CO., LTD.
Boot Mode: Normal
***************************************************************************
========================= Hosts content: =================================
========================= IP Configuration: ================================
 
Intel® Centrino® Advanced-N 6235 Driver = Wi-Fi (Connected)
Realtek PCIe GBE Family Controller = Ethernet (Media disconnected)
Bluetooth Device (Personal Area Network) = Bluetooth Network Connection (Media disconnected)
 
 
# ----------------------------------
# IPv4 Configuration
# ----------------------------------
pushd interface ipv4
 
reset
set global icmpredirects=enabled
set interface interface="Local Area Connection* 1" forwarding=enabled advertise=enabled nud=enabled ignoredefaultroutes=disabled
set interface interface="Ethernet" forwarding=enabled advertise=enabled nud=enabled ignoredefaultroutes=disabled
set interface interface="Wi-Fi" forwarding=enabled advertise=enabled nud=enabled ignoredefaultroutes=disabled
set interface interface="Local Area Connection* 4" forwarding=enabled advertise=enabled nud=enabled ignoredefaultroutes=disabled
set interface interface="Bluetooth Network Connection" forwarding=enabled advertise=enabled nud=enabled ignoredefaultroutes=disabled
set interface interface="Local Area Connection* 3" forwarding=enabled advertise=enabled nud=enabled ignoredefaultroutes=disabled
set interface interface="Wi-Fi 2" forwarding=enabled advertise=enabled nud=enabled ignoredefaultroutes=disabled
set interface interface="Local Area Connection* 2" forwarding=enabled advertise=enabled nud=enabled ignoredefaultroutes=disabled
set interface interface="Local Area Connection* 6" forwarding=enabled advertise=enabled nud=enabled ignoredefaultroutes=disabled
 
 
popd
# End of IPv4 configuration
 
 
 
Windows IP Configuration
 
   Host Name . . . . . . . . . . . . : samsung-740U
   Primary Dns Suffix  . . . . . . . : 
   Node Type . . . . . . . . . . . . : Hybrid
   IP Routing Enabled. . . . . . . . : No
   WINS Proxy Enabled. . . . . . . . : No
   DNS Suffix Search List. . . . . . : domain.actdsltmp
 
Ethernet adapter Ethernet:
 
   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : 
   Description . . . . . . . . . . . : Realtek PCIe GBE Family Controller
   Physical Address. . . . . . . . . : 18-67-B0-C0-07-6A
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
 
Wireless LAN adapter Local Area Connection* 3:
 
   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : 
   Description . . . . . . . . . . . : Microsoft Wi-Fi Direct Virtual Adapter
   Physical Address. . . . . . . . . : B4-B6-76-EE-17-19
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
 
Wireless LAN adapter Local Area Connection* 4:
 
   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : 
   Description . . . . . . . . . . . : Microsoft Hosted Network Virtual Adapter
   Physical Address. . . . . . . . . : B6-B6-76-EE-17-19
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
 
Wireless LAN adapter Wi-Fi:
 
   Connection-specific DNS Suffix  . : domain.actdsltmp
   Description . . . . . . . . . . . : Intel® Centrino® Advanced-N 6235
   Physical Address. . . . . . . . . : B4-B6-76-EE-17-18
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : fe80::b0b7:a7ad:f87c:5817%6(Preferred) 
   IPv4 Address. . . . . . . . . . . : 192.168.1.4(Preferred) 
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Lease Obtained. . . . . . . . . . : Friday, November 25, 2016 6:52:40 PM
   Lease Expires . . . . . . . . . . : Saturday, December 3, 2016 9:04:36 AM
   Default Gateway . . . . . . . . . : 192.168.1.1
   DHCP Server . . . . . . . . . . . : 192.168.1.1
   DHCPv6 IAID . . . . . . . . . . . : 78952054
   DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-1C-F4-53-F2-18-67-B0-C0-07-6A
   DNS Servers . . . . . . . . . . . : 192.168.1.1
   NetBIOS over Tcpip. . . . . . . . : Enabled
 
Ethernet adapter Bluetooth Network Connection:
 
   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : 
   Description . . . . . . . . . . . : Bluetooth Device (Personal Area Network)
   Physical Address. . . . . . . . . : B4-B6-76-EE-17-1C
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
 
Tunnel adapter isatap.domain.actdsltmp:
 
   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : domain.actdsltmp
   Description . . . . . . . . . . . : Microsoft ISATAP Adapter
   Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
 
Tunnel adapter Teredo Tunneling Pseudo-Interface:
 
   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. . . . . . . . . . . : 2001:0:9d38:6abd:1ca5:21a1:b809:bbbc(Preferred) 
   Link-local IPv6 Address . . . . . : fe80::1ca5:21a1:b809:bbbc%4(Preferred) 
   Default Gateway . . . . . . . . . : ::
   DHCPv6 IAID . . . . . . . . . . . : 452984832
   DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-1C-F4-53-F2-18-67-B0-C0-07-6A
   NetBIOS over Tcpip. . . . . . . . : Disabled
Server:  
Address:  192.168.1.1
 
DNS request timed out.
    timeout was 2 seconds.
DNS request timed out.
    timeout was 2 seconds.
Name:    google.com
Address:  172.217.2.206
 
 
Pinging google.com [216.58.217.110] with 32 bytes of data:
Reply from 216.58.217.110: bytes=32 time=966ms TTL=57
Reply from 216.58.217.110: bytes=32 time=907ms TTL=57
 
Ping statistics for 216.58.217.110:
    Packets: Sent = 2, Received = 2, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 907ms, Maximum = 966ms, Average = 936ms
Server:  
Address:  192.168.1.1
 
Name:    yahoo.com
Addresses:  2001:4998:c:a06::2:4008
 2001:4998:44:204::a7
 2001:4998:58:c02::a9
 98.139.183.24
 98.138.253.109
 206.190.36.45
 
 
Pinging yahoo.com [98.138.253.109] with 32 bytes of data:
Reply from 98.138.253.109: bytes=32 time=963ms TTL=53
Reply from 98.138.253.109: bytes=32 time=962ms TTL=53
 
Ping statistics for 98.138.253.109:
    Packets: Sent = 2, Received = 2, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 962ms, Maximum = 963ms, Average = 962ms
 
Pinging 127.0.0.1 with 32 bytes of data:
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
 
Ping statistics for 127.0.0.1:
    Packets: Sent = 2, Received = 2, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum = 0ms, Average = 0ms
===========================================================================
Interface List
  5...18 67 b0 c0 07 6a ......Realtek PCIe GBE Family Controller
  8...b4 b6 76 ee 17 19 ......Microsoft Wi-Fi Direct Virtual Adapter
  3...b6 b6 76 ee 17 19 ......Microsoft Hosted Network Virtual Adapter
  6...b4 b6 76 ee 17 18 ......Intel® Centrino® Advanced-N 6235
 10...b4 b6 76 ee 17 1c ......Bluetooth Device (Personal Area Network)
  1...........................Software Loopback Interface 1
  9...00 00 00 00 00 00 00 e0 Microsoft ISATAP Adapter
  4...00 00 00 00 00 00 00 e0 Teredo Tunneling Pseudo-Interface
===========================================================================
 
IPv4 Route Table
===========================================================================
Active Routes:
Network Destination        Netmask          Gateway       Interface  Metric
          0.0.0.0          0.0.0.0      192.168.1.1      192.168.1.4     25
        127.0.0.0        255.0.0.0         On-link         127.0.0.1    306
        127.0.0.1  255.255.255.255         On-link         127.0.0.1    306
  127.255.255.255  255.255.255.255         On-link         127.0.0.1    306
      192.168.1.0    255.255.255.0         On-link       192.168.1.4    281
      192.168.1.4  255.255.255.255         On-link       192.168.1.4    281
    192.168.1.255  255.255.255.255         On-link       192.168.1.4    281
        224.0.0.0        240.0.0.0         On-link         127.0.0.1    306
        224.0.0.0        240.0.0.0         On-link       192.168.1.4    281
  255.255.255.255  255.255.255.255         On-link         127.0.0.1    306
  255.255.255.255  255.255.255.255         On-link       192.168.1.4    281
===========================================================================
Persistent Routes:
  None
 
IPv6 Route Table
===========================================================================
Active Routes:
 If Metric Network Destination      Gateway
  4    306 ::/0                     On-link
  1    306 ::1/128                  On-link
  4    306 2001::/32                On-link
  4    306 2001:0:9d38:6abd:1ca5:21a1:b809:bbbc/128
                                    On-link
  6    281 fe80::/64                On-link
  4    306 fe80::/64                On-link
  4    306 fe80::1ca5:21a1:b809:bbbc/128
                                    On-link
  6    281 fe80::b0b7:a7ad:f87c:5817/128
                                    On-link
  1    306 ff00::/8                 On-link
  4    306 ff00::/8                 On-link
  6    281 ff00::/8                 On-link
===========================================================================
Persistent Routes:
  None
 
**** End of log ****


#8 Jasor31385

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Posted 26 November 2016 - 09:23 AM

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.



#9 Trikein

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Posted 26 November 2016 - 09:43 AM

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.

    timeout was 2 seconds.
DNS request timed out.
    timeout was 2 seconds.
Name:    google.com
Address:  172.217.2.206


#10 Jasor31385

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Posted 26 November 2016 - 09:53 AM

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?



#11 Trikein

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Posted 26 November 2016 - 10:06 AM

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. 



#12 Jasor31385

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Posted 26 November 2016 - 10:15 AM

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



#13 Trikein

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Posted 26 November 2016 - 10:25 AM

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



#14 Jasor31385

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Posted 26 November 2016 - 10:31 AM

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



#15 Trikein

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Posted 26 November 2016 - 11:02 AM

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. 






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