Wired Internet access problem

Sorry for the long post, but I want to give you all the information possible to help me.

I play for my father guy remote tech support, but my credentials in the field of networking are rather weak, so I need help.

My father recently interrupted an update of Windows on his laptop computer. (He thought the computer was off, but instead the screen had just blanked, and when he thought he was turning on the computer, it is in fact the computer off during the update).

Since this event, his cell phone was not able to connect to the internet with a wired or wireless connection.

When it is connected directly to the DSL modem and it brings up the internet browser, it get an error "cannot display web page". In response to the offer of the IE to diagnose the connection problem, he diagnosed the problem and it is usually said that it only is not an IP address. Another time, he suggested that he 'cycle' his modem and router.

It would be the right information to take at face value except... the wired connection was taken directly from his desktop... that connects successfully to the internet. For example, it can surf the internet from her desktop computer, but when he takes the ethernet cable from the desktop computer and plug it on the laptop, it cannot access the internet.

So - at least seems to me-there is really no problem with the modem or the ISP he uses (the modem is an ACTIONTEC, which also has wireless capability).

I think that there is a problem with his laptop, perhaps with network components. Maybe they need to be replaced? But I'm not an expert and I do not know how to try this.

I asked him to do an IPCONFIG/all in a command window, and it is (approximately) that he comes back (he read the results for me on the phone):

Windows IP configuration

Name of the host...: MY_LAPTOP
Primary Dns suffix...:
Node... type: hybrid
Active... IP routing: Yes
Active... proxy WINS: No.

Ethernet wireless network adapter:

The connection-specific DNS suffix. :
... Description: Intel® wireless Wifi Link 4965AGN
Physical address.... : 00-1F-3B-30-55-91
DHCP active...: No.
... The IP address:
... Subnet mask:
... Default gateway. :

Ethernet card: Local 2 network connection

The connection-specific DNS suffix. :
... Description: Broadcom 440 x 10/100 Integrated Controller
Physical address.... : 00-1D-09-D8-2E-CE
DHCP active...: Yes
Autoconfiguration enabled yes
Autoconfiguration IP
... Subnet mask:
... Default gateway. :

Looks like he gets an IP address... so what could be the problem?

Can someone help me fix his laptop computer connection, either by telling me how to reinstall the network components or even helping me diagnose the connection problem?

My father lives miles away from me, if it's a little hard to do it remotely.

Thanks for any help.


Problems caused by a Windows Update break are probably better asked in the Windows Update forum, but I can suggest a few things, account required to the information you provided.

Error messages are received? If so, give them in its entirety, without paraphrasing.
Check the event viewer (start > run > eventvwr > OK) for the recent error messages (no need to go far back in time).  Double-click any line in the observer of events that shows and error to open the 'Properties' window for more details

Event Viewer messages can be copied to the Clipboard (and then pasted into a response by email or forum) by clicking on the copy icon (below arrows up/down) on the property page.

What version of Windows (right click on my computer > properties)?

According to the reported data, the computer seems to have a wireless connection with success, but the lack of a default gateway is suspect, as is the 'no' beside "DHCP enabled".  I suspect, as Saurabh Joshi apparently already done, that the wireless card has been configured manually (for example, a static IP address).  In any case, you don't even mention the existence of a wireless network.

Information for the Ethernet (wired) connection certainly shows a failure to get an IP address from the router.

Try to deal with network problems 3rd hand is really shooting in the dark, but while you wait for an answer on the forum of Windows Update, the following steps should not hurt and may in fact make things.

1 reset TCP/IP (see http://support.microsoft.com/kb/299357)

Open a command prompt window (start > run > cmd > OK)
In the black command prompt window, type the following line and press enter
netsh int ip reset c:\resetlog.txt
Then close the command prompt window

2 reset Winsock (see http://support.microsoft.com/kb/811259)

Open a command prompt window (start > run > cmd > OK)
In the black command prompt window, type the following line and press enter
netsh winsock reset
Then close the command prompt window

3. restart the computer and see if connection has changed.

You can also check the network by Hans - Georg Michna MVP MS Windows problem solver: http://winhlp.com/wxnet.htm you'll probably fill on your computer with your father on the phone in front of his computer.

Tags: Windows

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