Cannot connect to internet

Recently I just installed the Win 7 32bit Home for my Coll at home, helped her with her Thomson Speed Touch modem which she never used before.

I connect the modem via LAN and it works flawlessly.

Until yesterday, she experience no connection from the internet at all. Window kept prompting that the TCP/IP is not found.
Light is still on for the modem but no connection.

Checked with ISP, and they assured that there's no problem at their end. What could be the reason to check?

You have all the information bedides you modem.

Could you give us the exact make and model?

Hi pboong,

- Check that you have the latest drivers for her network adapter. Get these from the manufacturers website not MS-update (to ensure that it's the latest).
- Ensure the IPaddress is dynamic (unless you need it static, if so let us know). Check all advanced properties of the network adapter to ensure that no static information remains. Also check that no proxy is used unless you know you are using one.
- Is the modem IPv6 compatible? If not you could try to disable IPv6
- From an elevated cmd prompt try an IPCONFIG /ALL and look for missign information, especially a missing default gateway. You may want to paste the results here. You can send the results direct to a text file like this.
IPCONFIG /ALL >> C:\mytestfile.txt

Let me know how you go and if you need further steps on anything, again let me know and I will break it down for you. Good Luck!

DSL Modems & Gateways - - Thomson ST536v6 (Internet zone)

This is the one.

I assured that the network adapter had been updated from Win7 when I first installed on the PC. Just happen that today her internet cannot be connected at all.

so on CMD, i will do IPCONFIG/ALL and look at the default gateway?

I told her to plug in her USB from the Modem to PC and it still does not get detected at all. I assume the device is out of order ;P

You could find drivers here, but only Vista is supported

Here.............where

Hi guys,

It seem like changing the Lan Cable and modem router, the issue still occur. Guess that it might be network adapter is giving some problem.

What else can I do to help my friend now?

Update:
Told my friend to do a /ipconfig all and found out that only WIndows IP Config is shown and not Ethernet adapter Local Area Connection.

Does that means that her network adapter is giving any issue?

Windows IP Config is a standard heading, your adapters are found underneath. I've attached a screen print to help, your configuration my differ slightly.
The Pink section is the header. In my example, the yellow section is my wireless adapter, the blue section is my LAN adapter. The green area just shows some important things to check, i.e. check that the values next to them are not blank.

Also
1. The modem itself should have a diagnostics page, where it will check and see why it has not connected. Find and run this.
2. Call your local ISP and ask them if they are receiving connection attempts from you. They can often tell you immediately what is wrong.

Thanks Tim Sitt.

However, according to my coll CMD. She only saw the top (your pink box) only. The blue box does not exit at all.
In device manager, Network Adapter did shown up. But there's just no IP found at all.

Contacted ISP as well and assured that the net is running well.

This is something she found:
There must be a problem with the driver for the Local Area Connections Adapter.
Windows couldn't automatically bind the IP protocol stack to the network adapter.


Edit:
Will this help by resetting?
http://support.microsoft.com/default.aspx/kb/299357


This is her Ethernet Adapter:
Atheros L1 Gigabit Ethernet 10/100/100Base-T Controller

Hi pboong,

If the LAN adapter doesn't exist at all, perhaps it is not installed or requires drivers.
Right click on the Computer icon (in the start menu)
Select MANAGE from the menu (computer management will open)
double click on device manager
Look for any devices with warning signs on them to show that the device has a problem
Look for any devices that are disabled (see pic)
Double click on the device for more information.

If this does't fix it, please screen print the device manager page and ask your friend to send us the ipconfig /all output. It is much easier to troubleshoot with this info.

The netsh reset may only help if the adapter is working.

PS: Have you seen any other Singaporeans here? I am moving to Singapore in March.

She did a search on Device Manager. No warning sign at all.

after doing the ipconfig/all, there no information apart from the Window IP.

p.s.
Moving to Singapore? nice. I have no idea who is Singaporean here apart from me. HAHA. Welcome to Singapore. =)

Ok... this is strange. If there no information in IPCONFIG and yet there is no network adapter warning in device manager. It's like there is NO network adapter. Just check device manager, you can't see an installed one there right?

It's best that you upload both screen prints so I can see what you see (just a double check / second opinion)

It's also worthwhile for you to download the drivers from the manufactureres website for the network adapter. I'm guessing it isn't the same PC as the one in your specs, so please post your friends PC details. Mobo, etc.

Also check the bios to ensure that the network adapter is enabled there.

-----------------------
Thanks for the welcome to Singapore, it is my home away from home. I'm looking forward to the move. . You will see my flag change when I move, so then there will be two of us here. lol.

Window IP config - Yes. There is. I think DNS Suffix didn't shown anything.
Ethernet IP: never show up at all.

Network Adapter shown on Device Manager, but no warning sign at all.

I will try to ask her to give me the details.
I guess she is using Asustek Motherboard.

Will the Ethernet auto switch off in BIOS? I'll try to ask her to make a check. Seem tough to guide her.

What if she buy the network card instead? Do you think it will help? Just wondering.

---

u coming to work or?

Ah.. now that makes sense.

No need to check the bios, if the adapter shows in device manager it is enabled in the bios.

DNS is probably your problem (since it is blank).
If you can post the ipconfig results I can confirm this for you (this is safe because no-one will know your external web address anyway)

What brand/model is the modem and who is your ISP (Pacnet, Singnet?)
I will look up the details and tell you how to configure it correctly, then hopefully you will be up and running.

----
My wife is Singaporean, she will work at St Regis. I have to find work lol.

She is using Thomson Modem: DSL Modems & Gateways - - Thomson ST536v6 (Internet zone)

Now i passed her my Netgear modem Router. (I let u know the model later on. I myself cannot rem)

So I just ask her to do a ipconfig/all. Then print screen it. I can only receive it tomorrow.
Then I will put it up here.

----

Ah.. ur wife a Singaporean! =)
You work in IT line?

I'll look at the manual and let you know what to check, i.e. where the DNS and gateway info goes.

Before we can move forward I need to know.
1. Who is the internet service provider? Is it Pacnet, or Singnet or another company? We need to check their website to get the correct details for their DNS. Do you know these?
2. Your network configuration. e.g. Does your friends computer plug directly into the Thompson? or does the Thompson plug into the netgear and then the netgear into the pc? or something else?

The ipconfig /all would be useful too, to make sure we are on the right track.

------
Yep, I'm in IT. Does it show? lol. I focus on installations and support and in business training and development. In the past I also worked in hospitality management and I might find myself doing that again if I can't find business or IT work in Singapore.

On the Thompson ST535v6 proceed as follows:
1 Go to the Thomson Gateway home page - http://dsldevice.lan or 192.168.1.254 (if default).
2 In the menu, click SpeedTouch.
3 In the Pick a task list, click Check connectivity to the Internet.
4 In the Internet Service to Check box, select the Internet service you want to check.
5 Click Check Connectivity.
If the test is successful, you will see a list of green check marks. If not, please let me know what fails.

She is using Singnet 1mbps.
Thomson modem is not connected to Netgear router. I passed her the netgear modem router is only to test if it is the cause of the Thomson modem.

I shall ask her to do the 2nd post you gave. Thanks Tim

-

There are quite a lot of IT job in Singapore but hope you find one !


Add on:
Funny. She said cannot get into the Modem at all. http://dsldevice.lan or 192.168.1.254 is not workable.
It stated diagnosis error.

Found the netgear model:
http://www.netgear.co.uk/wireless_adslrouter_dg834g.php


2nd addon:
Reset fail.

Tomorrow I shall put up the screenshot. If not, will get the network card and try.

pboong said:

She is using Singnet 1mbps.

Click to expand...

Ok the correct settings are here: SingTel.com - Consumer - Internet
Primary DNS
165.21.83.88
Secondary DNS
165.21.100.88

Ensure that these are added to your modem (which ever you are using)

pboong said:

Thomson modem is not connected to Netgear router. I passed her the netgear modem router is only to test if it is the cause of the Thomson modem.

Click to expand...

ok, so the PC connects to a modem/slash which connects to the internet. I understand the layout.

pboong said:

There are quite a lot of IT job in Singapore but hope you find one !

Click to expand...

Thanks, much appreciated!

pboong said:

Funny. She said cannot get into the Modem at all. http://dsldevice.lan or 192.168.1.254 is not workable.
It stated diagnosis error.

Click to expand...

Not a good sign; you have to laugh at how many steps we are taking backward before we can move forward, but we'll get there . When all is connected, do an IPCONFIG /ALL
the default gateway should be your modem IPADDRESS.
Then open a browser and try to connect to this address.
If it doesn't work, try a different browser, if it doesn't work, see if you can try a different PC (a laptop).
But if it's dead, just push it aside and configure the Netgear.

pboong said:

Found the netgear model:
Wireless Broadband Routers: DG834G

Click to expand...

lol.. both modem's are standard Singnet issue.
In regards top the Netgear, I quickly talked to my father in law. Singnet will help you configure your modem and don't charge for it. The manual also provides step by step instructions http://kbserver.netgear.com/pdf/dg834g_dg834gb_ref_manual_03Jun05.pdf
Get the netgear configured properly and don't forget the DNS details (see pic).
When this is up and running and you can connect to it through a browser we'll see where we are at.

pboong said:

2nd addon:
Reset fail.

Click to expand...

On the Thompson? Push it aside, it's netgear time.

pboong said:

Tomorrow I shall put up the screenshot. If not, will get the network card and try.

Click to expand...

As we are replacing the modem, there is no need for the IPconfig /details until the netgear is configured (else they may change, so configure modem first then post ipconfig).

BTW - I am flying to Queensland tonight for a week, but I will get online to check up on you as much as I can.

Merry Christmas

Tim

Oh dear... this is getting more and more weirdo to me.

Im already at my end already. LOL
As you can see from the image, there's exactly nothing at all.

having the Netgear router/modem plug in, I told her to key in 192.168.0.1, there's no connection at all.

Both Chrome and IE fail to load. (Asking her to try Firefox first)

Singnet said it is not their issue to solve. so.. well... I am lost. If not I get her to buy the network card and try first.

The cmd prompt that you sent and the Local Area Connection2 status both show no internet. They show no IPADDRESS at all. You have at least 2 adapters there, are you sure that the cable was plugged in tight when these prints were taken?

You need to confirm that the modem can connect, can you bring another PC/laptop and connect directly to it via cable. Then run IPconfig /all and try the internet. If you have a spare table then replace that too.

To help, here's our checklist of what we need to do and the order we need to do it.
1. Proove without doubt that the modem is working
2. Proove that the cable is not faulty
3. Ensure the network drivers on the LAN cable are ok
4. Ensure the LAN adapter itself is not faulty
5. Check faults in the Operating System