Connected to home network but no internet on only 1 device

[Chappy81]

I have a laptop that whilst it happy to connect via either WIFI or Ethernet, won't connect onto the internet. There is a desktop connected and phone that are quite happy so I've ruled out the modem/router etc. If I turn on another laptop that is also happy so my guess is with the device itself. It's a Toshiba Satellite running on windows 7 home premium.

So far I have disabled and enabled the Network adaptors, flushed the dns (ipconfig/flushdns) cleared any temp files in the c: (recommendation from google) disabled windows firewall and Norton all to no avail.

Any suggestions?

 

[GokAy]

Is it perhaps configured with a static IP/dns? Change to automatic if so.

- what IP do you see when you run ipconfig -all in cmd?
- 169.254.xxx.xxx is APIPA (automatic private IP addressing), means you can't communicate with the DHCP server, which is most probably your router
- can you ping on problematic laptop: it's own IP, default gateway?

report back

 

[Chappy81]

It's a 192.168 ipaddress and it's happy to ping both itself and the default gateway

 

[GokAy]

You didn't say if dns was set as automatic.

Also do you know how to get the Internet IP of your modem/router? Open the administration of your modem/router (usually a web page like http://192.168.0.1 - might be a little different on yours, can be same as default gateway.

1. Ping that Internet IP as well, if it pings than you are connected to internet but perhaps some other issue...

2. Open cmd, and write nslookup
write www.google.com
does it return addresses or say something else?

Edit: Better you can just ping 173.194.112.16 - www.google.com on problematic laptop
If it responds than dns is at fault, and you don't have name resolution working if not we will see

 

[Chappy81]

Hi, think you may be onto something, I can ping google and get a reply but just won't let me access via browser(s) what do I need to do with DNS naming? Both lan and wireless are set to obtain everything automatically? Apologies if that seems a silly thing to say

 

[GokAy]

Open Web browser and enter http: //173.194.112.16 without the Space between in address, if it opens Google search then definitely dns if not might be http Being blocked somewhere.

Also go to previous post and do nslookup, report results

 

[Chappy81]

If I type it directly into browser it still comes up with page cannot be displayed... DNS is set to 192.168.1.1 same as default gateway, what could be blocking http traffic is Av/is is disabled?

 

[GokAy]

Hmm, can't say for sure. Do you have another browser to check? All same issue?

Try:
- Starting with F8 and going into Safe Mode with Networking, see if it will open a webpage
- Create another user account and log in with it, see if it will open a webpage

 

[Chappy81]

It's quite happy to open in safe mode with networking but I've just created a brand new user and exactly the same problem occurs on that as well....

 

[GokAy]

Try in web browser:
- ftp.mozilla.org/pub/mozilla.org/
- https://ftptest.net/
Lets see if you can connect with ftp and https.


Does Norton have logs somewhere that you can check for blocked requests?

It may be possible that a Norton service or some such keep running even when disabled. Do you mind uninstalling it to check?

Before uninstalling Norton (if you decide to try that) though, scan with Malwarebytes Anti-Malware and SuperAntiSpyWare free editions. Not sure if they will be able to download their updates but you can try. It is very possible an infection may be blocking http even though not detected by Norton.

 

[NortonSupport]

Hi,

Sorry to hear that, do you have any other Anti-virus installed along side of Norton? if no please remove Norton and check if that works.

Praveen
Norton Support.

 

[GokAy]

Hey Norton Support, if you are still around would you mind answering 2 questions. But not sure you can answer them without knowledge of the exact product used.

1- Does Norton have logs somewhere that you can check for blocked requests?

2- Does Norton has running services and whatnot when disabled?

I guess Chappy should first make sure the laptop is infection free, before uninstalling his last line of defense.

 

[NortonSupport]

Hey Norton Support, if you are still around would you mind answering 2 questions. But not sure you can answer them without knowledge of the exact product used.

1- Does Norton have logs somewhere that you can check for blocked requests?

2- Does Norton has running services and whatnot when disabled?

I guess Chappy should first make sure the laptop is infection free, before uninstalling his last line of defense.

Hi,

1. Yes you can check the logs in "Security History" option, please check this link for more info - https://support.norton.com/sp/en/us...3.0.12/solutions/v23920903_NAV_OEM_2014_en_us
2. If you disable particular features (e.g Auto Protect) it will not run but other core services will run in the background to keep your computer safe.

Praveen
Norton Support.