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HP/Windows 10 Won't Go Online


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28 replies to this topic

#1 tabber

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Posted 13 February 2018 - 04:29 PM

I have been trying to fix my elderly father's computer for over a week now.  He called a support number that came up on his screen and gave them access to his computer.   I found the virus supportscam. JS/TechBrolo.Q, and was able to remove it.  In fact, I've run whatever scans I can get onto his computer and it says it's clean.   His malware bytes program is corrupted so I can't run that.  I have removed all suspicious programs, yet it still won't go online.  None of the Internet options even show up.  I tried to connect using an Ethernet wire and it still wouldn't work.  Could this be a driver that is missing?  Obviously, they did something when they had access to the computer.  How do I get it back online?  Any help would be greatly appreciated.  I am on my computer and have full access to the Internet.



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#2 mikey11

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Posted 13 February 2018 - 05:23 PM

start it in safe mode...can you get online in safe mode and run malwarebytes?

 

better yet.....do a system restore to a point previous of the events



#3 tabber

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Posted 13 February 2018 - 06:03 PM

No, it won't work in safe mode either.  The scan said malware bytes was corrupted



#4 tabber

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Posted 13 February 2018 - 06:10 PM

I'm going to put it in safe mode now.  It's getting harder to get past the password page.  The bluescreen came up that said windows didn't start properly and II chose to restart.  I already tried the repair options.



#5 JohnC_21

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Posted 13 February 2018 - 06:17 PM

It's possible the removing the malware damaged winsock and TCP/IP.  Open and elevated command prompt by pressing the Windows key + X. You may see powershell as admin instead of command prompt. You can use the below commands. If it does not work in powershell you can change to command prompt using this guide.

netsh winsock reset
netsh int ip reset c:\resetlog.txt

Reboot.

 

If the above does not work then:

 

  1. Select the Start  button, then select Settings  > Network & Internet  > Status > Network reset.


#6 tabber

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Posted 13 February 2018 - 06:30 PM

It won't go into safe mode



#7 tabber

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Posted 13 February 2018 - 06:32 PM

The network reset won't work either.  It's hard to get it past the signin page now.  The box to put the password in never comes up.



#8 tabber

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Posted 13 February 2018 - 06:36 PM

Nevermind, I'm in again.  I'll follow the instructions above.   Thank you.


Edited by tabber, 13 February 2018 - 06:37 PM.


#9 JohnC_21

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Posted 13 February 2018 - 06:36 PM

It may be best to do a reset with the option to keep your files but all programs would need to be reinstalled so make sure you have any licenses for any purchased software before the reset.


Edited by JohnC_21, 13 February 2018 - 06:37 PM.


#10 tabber

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Posted 13 February 2018 - 06:53 PM

The first one didn't work.  I am going to try the network reset again.



#11 JohnC_21

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Posted 13 February 2018 - 07:00 PM

Download Windows Repair. Only check the box next to Network Repair. Nothing else.

 

https://www.bleepingcomputer.com/download/windows-repair-all-in-one/



#12 tabber

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Posted 13 February 2018 - 07:00 PM

Do I need to do anything after it restarts after the network reset?



#13 JohnC_21

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Posted 13 February 2018 - 07:03 PM

Do the network reset then reboot. That is all. If that did not fix the problem see my post on downloading Windows Repair and selecting Network Repair. Reboot.

 

If that does not work then open an elevated command prompt and type

sfc /scannow

This will look for any corrupted files.



#14 tabber

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Posted 13 February 2018 - 07:09 PM

Do I need to do anything after it restarts after the network reset?  One of the issues is that it is in airplane mode and I can't get it out.  The bar won't slide over.



#15 JohnC_21

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Posted 13 February 2018 - 07:12 PM

You were always in airplane mode or only after the network reset. What is the model number of the HP?






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