limited connection problems

[Hermitt]

Tell her we are all ready.

Hello aem, you and everyone here have been so helpful that I need to let you'll in on something. This lady is or was traveling as I said and I'm not sure if she's back yet, she hasn't called me. But there is also a situation she has through no wish of her own become involved in that makes it problematic as to when she will call me about the computer, at this point it could be awhile.
I'm chomping at the bit to get back over there and see if We have helped her with her computer problem, but to her because of the situation at the moment the computer is a secondary problem.
For now I'm not sure there is anything else we can do until I can get back over there and plug the computer in and see if it works. So I will report back on this thread let you know when that happens and if it's working, or I may have to ask for more help.
In the mean time I'm going to work through all the suggestions and maybe ask some questions about anything I don't understand, such as this from TimStitt,

Ensure that the latest drivers have been downloaded and installed for the network access point (get these from the manufacturers website, not MS update)
Is this meaning the drivers for the network card.

 

[aem]

Hi Hermitt, no problems with the wait man.

In the world of IT, we have to go through Test and Dev before we go on to Production. When the lady gets back that's when we will begin doing this in Productions. She will then have to do User Acceptance Testing (UAT) blag blah.

Ok, now that we have the computer at our disposal, for Testing, can you remind us what issues you currently have with it?

 

[Hermitt]

Hi Hermitt, no problems with the wait man.

In the world of IT, we have to go through Test and Dev before we go on to Production. When the lady gets back that's when we will begin doing this in Productions. She will then have to do User Acceptance Testing (UAT) blag blah.

Ok, now that we have the computer at our disposal, for Testing, can you remind us what issues you currently have with it?

Thanks aem, If your asking me what problems I'm having with it right now the anwser is none, it's working very well sitting here connected to my internet connection. What I'm hoping is that when I do get to take it back to her it will continue to work well when plugged into her internet connection. If not that is where the fun begins.
The only real problem I had with the computer here at my place was that it was real sluggish, that was cured with a two gig ram upgrade. You wouldn't think it was the same computer.

 

[aem]

Well if the machine is working fine right now, then it aint going to be a machine issue, when the machine is getting connected over at her house. More like it would be her router/modem or ISP. You canont know anyting more than this. Just wait i suppose and use her machine, like it's yours right now. Btw is she old?

 

[acurasd]

Well if the machine is working fine right now, then it aint going to be a machine issue, when the machine is getting connected over at her house. More like it would be her router/modem or ISP. You canont know anyting more than this. Just wait i suppose and use her machine, like it's yours right now. Btw is she old?

*laugh* random!

 

[TimStitt]

Hey, I must have missed that bit where the machine is working fine. I thought you tried your laptop at her place and not brought hers to yours. *whoops*

Aem is absolutely right, in that the problem is unlikely to be the machine and I agree. In fact I would guess that it is likely to be a DNS issue (i.e. missing DNS details, see my previous post first 2 points about checking this). However, keep these in the back of your mind in case all else fails.
1. Locally the firewall may be blocking access only to her network, so it works on yours and not hers.
2. The problem could be intermittent and it's working a-ok at the moment.
3. Hardcoded changes to tcp/ip or hosts file may effect only her network (especially if the ipaddress range is different on both networks)

In regards to your question about the latest driver, yes I meant the network card. Sorry for the techno-babble it's sometimes hard to shake off. However, as the same network card works on your network this is unlikely to be an issue. Take Aem's advice and use your friends PC like your own, this was help to verify that the problem is not intermittent.

We can wait, it's no problem and quite normal. We don't mind at all.

One last thought, if her network using IPv4 and IPv6 you may try disabling IPv6 (see pic attached)

 

[aem]

Yeh i concur about the DNS being a highly probable cause of the issue. The router is usually the door to get out to your ISP. Unidentified network, Limited connectivity all means, some vital IPs are missing. If it's indeed a router issue, it could a MAC clone feature within the router setting. We'll get there once she's back.

 

[Hermitt]

Well if the machine is working fine right now, then it aint going to be a machine issue, when the machine is getting connected over at her house. More like it would be her router/modem or ISP. You canont know anyting more than this. Just wait i suppose and use her machine, like it's yours right now. Btw is she old?

Good morning everyone, I see there were posts after I went to bed last night. I'll respond more fully this evening when I get home from work.
For now, yes aem she's an older lady, but old is relative as in she's not that much older than me. But she definitely is not computer literate, to the point that she thinks I'm a computer guru even though I keep telling her I'm not.

Well it's off to work for me.

 

[Hermitt]

TimStitt; Hey, I must have missed that bit where the machine is working fine. I thought you tried your laptop at her place and not brought hers to yours. *whoops*

Hello TimStitt, I did try my laptop at her place and had no problem getting on the internet, this is why I ruled out modem problems at that end.
When I brought her computer home I had no problem getting on the internet with her computer at my place. Hence the reason I'm scratching my head as to what could be wrong.


Aem is absolutely right, in that the problem is unlikely to be the machine and I agree. In fact I would guess that it is likely to be a DNS issue (i.e. missing DNS details, see my previous post first 2 points about checking this). However, keep these in the back of your mind in case all else fails.

Will do.

1. Locally the firewall may be blocking access only to her network, so it works on yours and not hers.

I did check (turn of the firewall.)when I was at her place but it is something to look at again if necessary.


2. The problem could be intermittent and it's working a-ok at the moment.

This is possible but I've had the computer up repeatedly since Christmas weakend without a hicup.

3. Hardcoded changes to tcp/ip or hosts file may effect only her network (especially if the ipaddress range is different on both networks)

I will need more exlpanation for this one. I have checked her tcp/ip for v4 and v6 as per an earlier post in this thread, they both are set to auto if that is what you mean.

In regards to your question about the latest driver, yes I meant the network card. Sorry for the techno-babble it's sometimes hard to shake off. However, as the same network card works on your network this is unlikely to be an issue.

Ok I thought you meant the network card.

Take Aem's advice and use your friends PC like your own, this was help to verify that the problem is not intermittent.

Will do on this. Kind of funny, this is actually what the lady herself told me to do the last time I talked to her since she was not sure when she could call me to take it back.

We can wait, it's no problem and quite normal. We don't mind at all.

Thanks.

One last thought, if her network using IPv4 and IPv6 you may try disabling IPv6 (see pic attached)

I was thinking I had tried this one, but am not sure so I'll have to keep it in mind.

 

[aem]

Ok going back to the issue of Limited Connection, this is essentially what will happen again when the desktop is going to be reconnect back to her house. Unless a miracle has occured.

So my take remains, the desktop is not getting all the necessary ISP data from or through the router. No internet access will be a result. Router setup issue right there.

Should the router proved too much of a hurdle, see if you can bring your router over. Modem and router to set as auto-config DHCP. The only thing, an i stress, the only thing that may still be of an issue is some routers needs to be configure to learn MAC addresses (enable MAC cloning option). So if this option is disabled on any router, only 1 machine can access the internet through the router/modem (the one that is initially connected to the router).

 

[Hermitt]

Ok going back to the issue of Limited Connection, this is essentially what will happen again when the desktop is going to be reconnect back to her house. Unless a miracle has occured.

So my take remains, the desktop is not getting all the necessary ISP data from or through the router. No internet access will be a result. Router setup issue right there.

Should the router proved too much of a hurdle, see if you can bring your router over. Modem and router to set as auto-config DHCP. The only thing, an i stress, the only thing that may still be of an issue is some routers needs to be configure to learn MAC addresses (enable MAC cloning option). So if this option is disabled on any router, only 1 machine can access the internet through the router/modem (the one that is initially connected to the router).

aem, when the computer is connected at her house it is connected directly to the modem, there is no router present.

 

[aem]

Hmm i don't know if the modem can be configured like a router can. It might not be as configurable. Is her modem supplied and configured by the ISP? What's the make and model of it. Lets see if it's control panel has anything that can be configured. We basically need to check if the modem has all the IP settings correct. It should've if they initially configured it to auto config - DHCP.

 

[Hermitt]

Hmm i don't know if the modem can be configured like a router can. It might not be as configurable. Is her modem supplied and configured by the ISP? What's the make and model of it. Lets see if it's control panel has anything that can be configured. We basically need to check if the modem has all the IP settings correct. It should've if they initially configured it to auto config - DHCP.

Yes her modem is supplied and configured by the ISP. I don't know if its configurable from our end at all. The AT&T tech guy told her it was working properly and this seemed to be confirmed when I plugged it into my laptop and had no problem getting on the internet.
When I get back over there if all else fails I plan on calling the ISP and seeing if a modem switch is possible.

 

[aem]

Yeh, explain to the ISP that when you plug in your laptop, you get internet access, but it doesn't work with the desktop. I originally thought it was a router not allower the desktop to access the internet due to a MAC address restriction. It turns out there was no router, rather a modem (is is a modem and router in one???). anyway see what the ISP people say, it could be something at there end of they might tell you how to set the modem up to allow the desktop to go throug.

 

[Hermitt]

Yeh, explain to the ISP that when you plug in your laptop, you get internet access, but it doesn't work with the desktop. I originally thought it was a router not allower the desktop to access the internet due to a MAC address restriction. It turns out there was no router, rather a modem (is is a modem and router in one???). anyway see what the ISP people say, it could be something at there end of they might tell you how to set the modem up to allow the desktop to go throug.

As far as I can tell I'm pretty sure it is just a modem.

Well it's off to bed, I've got to get up for a Doctor appointment in the morning.

Thanks again for all of your help aem, and everyone else.

 

[TimStitt]

Wow, I take a day off and lots happens .

What is the make/model of the modem? How is it connected (cable/phone-line/satellite)? ans who is the ISP? Perhaps I can tell you how to configure it and you can check your own configuration?

Many modems for the home user have built in routers, the give-away is usually of they have more than one network port.

 

[Hermitt]

Wow, I take a day off and lots happens .

What is the make/model of the modem? How is it connected (cable/phone-line/satellite)? ans who is the ISP? Perhaps I can tell you how to configure it and you can check your own configuration?

Many modems for the home user have built in routers, the give-away is usually of they have more than one network port.

Hello TimStitt and aem, Sorry I' haven't been back to this thread in the last day or so, just other stuff happening. I also haven't forgotten the help you all have given.

TimStitt, I don't know the make or model of the modem but I'm about 98% sure it is only a modem connected by phone line, so dsl. At&t is her isp, I'm on cable at my place.
At this point it looks we are at a dead end until she is ready for me to come back over. I don't want to keep stringing you guys along you have given me a lot of trouble shooting tips to try but the ball is in her court now.
I have gone back through this thread again and done all that could be done with the computer sitting at my place, the rest will have to wait for her.
I think I should leave this be for now and let you guys to help others. If I have a question or finally get the computer back over to her place I'll jump back into this thread for more help or to let you know her problem has been resolved, otherwise I'll let it rest for now.

Thank you all Hermitt.

 

[TimStitt]

Hi Hermitt,

No problem, feel free to string us along again as soon as she is ready *joke* (if I don't answer, it's because I am currently moving to Singapore and am homeless for a month a so. I think Aem will look after you though and if needed, I will answer as soon as I can)

This might help you when your friend is ready to continue.
- Look up her DNS setttings from AT&T's website
- Look up where to configure DNS on her modem
- Add the primary and secondary DNS details to her modem
- Disconnect the PC from the network
- Reboot the modem
- Grab a coffee (i.e. wait a full 5 minutes)
- Reboot the PC

Good luck!

 

[aem]

Like i said Hermitt, we are all ready, and waiting to help her as you are...if you know what i mean

 

[Hermitt]

Hi Hermitt,

No problem, feel free to string us along again as soon as she is ready *joke* (if I don't answer, it's because I am currently moving to Singapore and am homeless for a month a so. I think Aem will look after you though and if needed, I will answer as soon as I can)

This might help you when your friend is ready to continue.
- Look up her DNS setttings from AT&T's website
- Look up where to configure DNS on her modem
- Add the primary and secondary DNS details to her modem
- Disconnect the PC from the network
- Reboot the modem
- Grab a coffee (i.e. wait a full 5 minutes)
- Reboot the PC

Good luck!

Thanks TimStitt, and good luck with the move to Singapore.