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Windows 7: No internet on work WiFi - LAN OK - Hotspot OK - Firewall issue??

24 Aug 2016   #1
West1134

Windows 7 Enterprise x64
 
 
No internet on work WiFi - LAN OK - Hotspot OK - Firewall issue??

Hey all. First time poster, and a little stumped here, and looking for some troubleshooting advice. I'll try to keep this as brief as possible, while still sharing plenty of details.

I work as an IT Specialist for a small organization, primarily as help desk support, but since we're small I wear a lot of hats.

On Monday of this week, a user came to me complaining they couldn't get on our WiFi with their work laptop. I checked all the obvious things, no dice, noticed no other users were experiencing any issues, so since Mondays are crazy around here, I set him up with a Loaner machine, and I didn't get to his machine until Tuesday. Spent most of the day Tuesday troubleshooting, and still haven't found a solution.

Here is our equipment:
User laptop - Lenovo T450s, Win 7 Enterprise, full admin rights (we have a lax environment due to small size)
Server - Windows Server 2008 R2, configured to hand out DHCP
Firewall - Sonic Wall N2600 (recently purchased, and configured by vendor) hands out DHCP on VLAN 2 & 3 our BYOD & Guest networks.
WiFi - Ruckus system, installed late 2015. Consists of 3 Ap's (our office has office space on two sides of a building with a hall in the middle).

Here is the scenario:
User can dock their laptop which is then hard lined to Ethernet and it accesses the web, our file server, print server, etc. If they undock however, it will connect to our work WiFi, initially show an "!" stating no internet connection, then it will go to "Internet Access" after a moment. Once there, the user has access to our server, printers, and anything on our network, but no access to the web. When you try to open a browser, it simply tries to load for a few moments, then times out and shows an error page. However, if I connect the user laptop to a hotspot, or wireless network outside our office, it works fine.

What I have tried thus far:
(in no particular order)
-Unchecked IPv6
-Set IPv4 to static, no change
-Set back to Obtain DHCP, back to static, back to Obtain multiple times to ensure it wasn't just getting the same IP from the pool, and instead seeing change, which I did.
-Tried pinging various workstations on our network, the gateway, the DNS server, printers, etc. all worked fine. But when trying to ping an outside address like google.com, it would show the IP address of google, but comes back as timed out.
-Check wireless adapter for latest driver. Updated. Then uninstalled, and re-installed driver
-Ran virus can, no results found. Disabled McAfee Saas Antivirus software that is tied to our SonicWall, no results. Then uninstalled. No change. Re-installed.
-Ran Malware Bytes, no results, no change.
-Logged onto Ruckus WiFi GUI, and could see it properly connecting, showing MAC address, showing user as "Authorized" and compared what channel he was connected to compared to other known working users.
-Logged onto SonicWall Firewall, ensured user hadn't some how fallen out of Authorized "Employee" group, or had any other red flags associated to their account. - Finding none, started looking at the log files. Only thing that associated to the IP address of this user was one instance of a dropped TCP packet.
-RDC into server and checked Active Directory to see if somehow the profile had become corrupt, or other red flags. Saw none.
-Logged onto user computer with my work profile, as well as the System Admin profile to see if the profile was the issue, both failed to connect to internet.
-Checked Windows Event Viewer log. Did see a number of Error: 1001 DHCP-Client failed to obtain IP address errors. However, the time stamps didn't line up as a continuous issue, and also compared those errors to a known working machine, and they both had about the same number of occurenses, so moved on.
-Checked Windows Services, and stopped and started the DHCP Service, no change.

I'm sure I did a few other things, but that is the brunt of what I recall doing yesterday. At this point, I'm just running out of ideas. My depth of knowledge with the SonicWall is pretty limited, so I'm sure there is more there to inspect, I just don't have much experience there. Considering the laptop works fine on LAN, and also can connect to the internet on outside WiFi networks, I feel like the issue has to be on our internal network, most likely the firewall.

Any input / advise / ideas would be greatly appreciated.


My System SpecsSystem Spec
.
24 Aug 2016   #2
samuria

win 8 32 bit
 
 

Welcome to the forum. McAfee often gives this problem and needs to be removed and then run mcafees own remove tool. Run tracery to see were it looses its way is tracery 194.119.131.66 also set the to 208.67.220.220 & 208.67.222.222
My System SpecsSystem Spec
24 Aug 2016   #3
West1134

Windows 7 Enterprise x64
 
 

Quote   Quote: Originally Posted by samuria View Post
Welcome to the forum. McAfee often gives this problem and needs to be removed and then run mcafees own remove tool. Run tracery to see were it looses its way is tracery 194.119.131.66 also set the to 208.67.220.220 & 208.67.222.222
Thanks for the response. I did remove McAfee using their removal utility. No change. All other users are using McAfee as well right now with no issue.

I'm unfamiliar with Tracery, so will have to Google that one, and sorry, but what are the IP's you listed for?
My System SpecsSystem Spec
.

24 Aug 2016   #4
samuria

win 8 32 bit
 
 

Tracert on phone which auto corrects
My System SpecsSystem Spec
26 Aug 2016   #5
West1134

Windows 7 Enterprise x64
 
 

Bump.

Still trying to find a solution here. I have added & removed the computer from the domain, and still have the same problem. At this point, I'm convinced it has to do with our SonicWall, but just don't have enough experience with it, to know where to look. Anyone on here familiar with the Dell SonicWall NSA 2600?
My System SpecsSystem Spec
26 Aug 2016   #6
samuria

win 8 32 bit
 
 

Results of the tracert
My System SpecsSystem Spec
26 Aug 2016   #7
West1134

Windows 7 Enterprise x64
 
 

Quote   Quote: Originally Posted by samuria View Post
Results of the tracert
Upon trying to tracert anything outside our network, including the IP's you posted, it would simply time out.
My System SpecsSystem Spec
26 Aug 2016   #8
AddRAM

Windows 7 Pro x64 Windows 10 Pro x64
 
 

Personally, I wouldn`t waste another minute trying to figure it out.

Backup the users data and reimage the PC.
My System SpecsSystem Spec
26 Aug 2016   #9
West1134

Windows 7 Enterprise x64
 
 

Quote   Quote: Originally Posted by AddRAM View Post
Personally, I wouldn`t waste another minute trying to figure it out.

Backup the users data and reimage the PC.
My concern is that the MAC address is what is being blocked via the Firewall, and re-imaging the PC wouldn't change that.
My System SpecsSystem Spec
26 Aug 2016   #10
samuria

win 8 32 bit
 
 

It's were the grocery store does it get past the firewall if you think it's Mac address try changing it
My System SpecsSystem Spec
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 No internet on work WiFi - LAN OK - Hotspot OK - Firewall issue??




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