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Windows 7: Wireless Issue: Unidentified Network (Windows 7)

15 Oct 2013   #1
lovelygarden

Windows 7
 
 
Wireless Issue: Unidentified Network (Windows 7)

Hello everyone,

This is my first post, so I hope I'm doing this correctly. A few months ago, we upgraded our modem/router and got the Cisco DPC 3825. Our internet provider is Cox Communications. We have several laptops in our home and connect to our WiFi with our smartphones fine. However, my laptop is unable to identify this new modem/router. The only way I am able to connect is to be directly connected through a ethernet cable (I think that is what it is called? It looks like a yellow phone cable?).

I'm not very technologically savvy. All I know is that this issue arose after we upgraded to this new Cisco modem-router. Previously, with our old router/modem, I was able to connect to the wireless just fine.

The antivirus software on my laptop is Avast!

Attached is a screen capture of my ipconfig when I am not connected by the ethernet cable, as well as my ipconfig when I am connected (second screen capture). Any help is greatly appreciated.

Edit: Attached is my Xirrus log as well. I hope I am doing this all correctly. Thank you everyone in advance.




Attached Thumbnails
Wireless Issue: Unidentified Network (Windows 7)-ipissue.jpg   Wireless Issue: Unidentified Network (Windows 7)-connectedbyethernet.jpg   Wireless Issue: Unidentified Network (Windows 7)-xirruslog.jpg  
My System SpecsSystem Spec
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15 Oct 2013   #2
chev65

Windows 7 Ult, Windows 8.1 Pro,
 
 

Quote   Quote: Originally Posted by lovelygarden View Post
Hello everyone,

This is my first post, so I hope I'm doing this correctly. A few months ago, we upgraded our modem/router and got the Cisco DPC 3825. Our internet provider is Cox Communications. We have several laptops in our home and connect to our WiFi with our smartphones fine. However, my laptop is unable to identify this new modem/router. The only way I am able to connect is to be directly connected through a ethernet cable (I think that is what it is called? It looks like a yellow phone cable?).

I'm not very technologically savvy. All I know is that this issue arose after we upgraded to this new Cisco modem-router. Previously, with our old router/modem, I was able to connect to the wireless just fine.

The antivirus software on my laptop is Avast!

Attached is a screen capture of my ipconfig when I am not connected by the ethernet cable, as well as my ipconfig when I am connected (second screen capture). Any help is greatly appreciated.

Edit: Attached is my Xirrus log as well. I hope I am doing this all correctly. Thank you everyone in advance.
Ok, you have the tunnel adaptor problem which is nothing new.

To get rid of all those extra adaptors which is the cause of the connection problem you will need to run the file below which should delete all those extra adaptors.

There is a 32 and 64 bit version, you need to extract the file you need for your system "32 or 64 bit" and run the file then reboot.

It may require a reboot and a couple of tries to get rid of them all. Post the ipconfig/all again after you do that.

You will definitely want to update the firmware on this new router so as to make it compatible with your lap top which should prevent the problem from occurring again.


Attached Files
File Type: zip 6to4remover.zip (455.4 KB, 17 views)
My System SpecsSystem Spec
15 Oct 2013   #3
lovelygarden

Windows 7
 
 

Thank you so much for identifying my problem. I really appreciate your help. I'm away from my home, so I won't be able to do anything for another few hours. However, I was wondering how I might update the firmware on our new router? I have no idea what that is or how to do it. And by updating the firmware, will it affect the other laptops and smartphones that connect to the wireless just fine? Again, thank you so so so much. You are AWESOME!!!!
My System SpecsSystem Spec
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15 Oct 2013   #4
chev65

Windows 7 Ult, Windows 8.1 Pro,
 
 

Quote   Quote: Originally Posted by lovelygarden View Post
Thank you so much for identifying my problem. I really appreciate your help. I'm away from my home, so I won't be able to do anything for another few hours. However, I was wondering how I might update the firmware on our new router? I have no idea what that is or how to do it. And by updating the firmware, will it affect the other laptops and smartphones that connect to the wireless just fine? Again, thank you so so so much. You are AWESOME!!!!
Most routers have a firmware update page then you would obtain the file from the router manufacture's site, I'd need to know the make, model and version number of the router in order to help you find that.

It could even be a driver problem but Windows update should handle that for you.

Let me know what happens after you run the tunnel adaptor removal file per the directions I posted earlier.
My System SpecsSystem Spec
15 Oct 2013   #5
lovelygarden

Windows 7
 
 

Ah, thank you again for turning on the light bulb! You are incredible!!!!! Our gadget is a modem/router all in one machine. It is the Cisco DPC 3825 (Cisco DPC/EPC3825 - Cisco Systems). I'm not sure if you need more information? If so, that is totally not a problem. I can look for the additional information on the device when I get home.

I will run Windows Update when I get home as well, but I was pretty religious about allowing the update to take its course and was still encountering this issue. It is such a huge relief to know what the issue is now. Thank you for your genius help!

Once I get home in a few hours, I will make sure to run the tunnel adapter removal file, per your instructions, as soon as possible. A million thanks to you!!!!
My System SpecsSystem Spec
15 Oct 2013   #6
lovelygarden

Windows 7
 
 

Hi again, well.... I did as you instructed and unfortunately, it did not remedy the issue. I ran the tunnel adapter removal file as you instructed, did the windows update, then restarted the computer and it still won't connect to the wireless without the ethernet cable some reason. I know I am in great hands, so I am not stressing. Attached is the log after all was said and done.


Attached Files
File Type: txt IpConfigLog.txt (3.2 KB, 2 views)
My System SpecsSystem Spec
15 Oct 2013   #7
lovelygarden

Windows 7
 
 

So I ran the tunnel adapter for the second time and rebooted for the second time and I'm still unable to connect to the internet without the ethernet cable. I'm sorry to disappoint. Oh pooh!
My System SpecsSystem Spec
15 Oct 2013   #8
chev65

Windows 7 Ult, Windows 8.1 Pro,
 
 

This shows that the extra tunnel adaptors are gone and you are showing a valid IP for both the wired and the wireless connection which is interesting considering your complaint about the wireless not working. Just remember to unplug the wired connection in order to test the wireless because Windows will typically choose the wired connection by default.

The extra tunnel adaptors must have been left over from the repeated attempts to connect to the modem/router although I'm not seeing any real problem with this connection, and from Xirrus I can see you are connected with a strong signal.

I don't have much faith in these so called modem/routers so resetting it or unplugging it for awhile may help., it looks to me like the problems started right after changing over to this modem/router.

When in doubt it's best to create a new wireless profile for this connection as it sometimes helps in these cases. Just go to the Network and Sharing Center>left side>Manage Wireless Connections, then click on the profile and delete it then create a new one with the correct SSID, password etc.

In the off chance that the network stack is corrupted you should run the file below, it will reset everything network related and reboot your machine.


Attached Files
File Type: zip IPResetALL.zip (33.6 KB, 3 views)
My System SpecsSystem Spec
15 Oct 2013   #9
lovelygarden

Windows 7
 
 

I'll do as you advised now. I have indeed tried to connect by disconnecting the ethernet cable and without the cable, the status on the wireless remains "Unidentified" (screen capture attached).

And yes, the problems started when we upgraded to this modem/router all in one unit. Previously, we had a modem and router in two separate units and I had no problem connecting then.


Attached Thumbnails
Wireless Issue: Unidentified Network (Windows 7)-issuesstill.jpg  
Attached Images
Wireless Issue: Unidentified Network (Windows 7)-screen.jpg 
My System SpecsSystem Spec
15 Oct 2013   #10
lovelygarden

Windows 7
 
 

I think I may have figured out what is wrong. This new router/model by Cisco uses a pin instead of a security key. The pin is 9 digits. However, when I try to enter the pin, my computer only allows 8 digits, insisting that the pin can only be 8 characters long.

Do you know how I can bypass this and enter the full 9 digits??? I don't understand why my computer is insisting the pin is only 8 digits when it is actually 9?


Attached Images
Wireless Issue: Unidentified Network (Windows 7)-errorpin.jpg 
My System SpecsSystem Spec
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 Wireless Issue: Unidentified Network (Windows 7)




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