Can't connect to the internet

[Skyrg]

Hi, I already posted this on the Dell forum but no one's got back to me yet (we've been trying to solve the problem all day).

We have a major problem connecting to the internet.

The computer is a new Dell Inspiron 1545, and we tried connecting on two different routers, neither worked. We then took the laptop to PC World, where we were told that the fault was with the computer and that using a Belkin G Wireless USB adapter would solve this problem as it would override the fault with the computer.

This device did not work and we contacted Belkin's technical support, who told us that the computer did not recognise WPA and we needed to contact Dell for a WPA patch.

We're at a bit of a loss now for what to do. Does the computer need to be fixed, or will a patch work? And if so, where do we find the patch? Given that the computer is new I expected it to be able to connect to the internet with no issues.

Just to note: the router works fine with other computers.

connecting the computer via ethernet has no effect either.

the computer uses a WLAN Dell Wireless 1397 Mini-Card.

 

[Binarywolf]

Which version of Windows are you running? If you still could not connect even via Ethernet (cable) then the problem is not the lack of this patch they told you of. Did they state anything about the patch? Is it a driver update or did they say it was a Windows Update? If that's the case, the WPA patch would only apply to Windows XP.

 

[Skyrg]

It's Windows 7.
All he said about the patch was that we needed to get a WPA patch from our 'service vender' (he clarified that he meant Dell).

To be honest, I think he just ran out of ideas.

 

[Binarywolf]

Are you able to connect to the Access Point (Wireless Router) at all? Or can you connect but just can't get online?

 

[Skyrg]

At this point I'm going to apologise in advance for any ignorance, computers, especially PCs are not my strong point.

The computer can search for networks, and can find our Netgear router (it has a good strong signal, which is good since we're about 4 feet away from the router..) but when we actually try to connect it brings up an error message. It HAS on a couple of occasions asked for a security key, but won't accept what we put in. I'm not actually sure if that's because it was wrong or because there's another fault.

We're not sure how we got the security key to come up, it seems to be random. Most of the time we just get a message saying it can't connect.

 

[iseeuu]

At this point I'm going to apologise in advance for any ignorance, computers, especially PCs are not my strong point.

The computer can search for networks, and can find our Netgear router (it has a good strong signal, which is good since we're about 4 feet away from the router..) but when we actually try to connect it brings up an error message. It HAS on a couple of occasions asked for a security key, but won't accept what we put in. I'm not actually sure if that's because it was wrong or because there's another fault.

We're not sure how we got the security key to come up, it seems to be random. Most of the time we just get a message saying it can't connect.

Hello Skyrg, and welcome to Windows Seven Forums. And please do not worry about: "I'm going to apologise in advance for any ignorance, computers, especially PCs are not my strong point." because everyone here has learned something from Windows Seven Forums (though sometimes some forget how much they have learned).

If you would, please, how many computers (and what OSs) do you have connected and are they all wireless?

Are you able to login to your Netgear (what model?) and access the configuration utility?

Cheers!
Robert

 

[Skyrg]

Thanks Iseeuu

We have a variety of computers connected (currently three I believe), but they're all Macs. A couple are laptops, one is desktop. They're all wireless.

When we first got the Netgear router (DGN2000) we had to go through two call centres and a very complicated process to actually get that set up, so I'd be a bit reluctant to change any of the settings with so many computers connected to it. However, if necessary, we probably could.

The computer we're trying to connect is not usually at this house, so it's not vital it can connect to the Netgear, we just want it to connect to anything! As I've said, we've tried it with a couple of different routers and still no luck.

 

[iseeuu]

Thanks Iseeuu

We have a variety of computers connected (currently three I believe), but they're all Macs. A couple are laptops, one is desktop. They're all wireless.

When we first got the Netgear router (DGN2000) we had to go through two call centres and a very complicated process to actually get that set up, so I'd be a bit reluctant to change any of the settings with so many computers connected to it. However, if necessary, we probably could.

The computer we're trying to connect is not usually at this house, so it's not vital it can connect to the Netgear, we just want it to connect to anything! As I've said, we've tried it with a couple of different routers and still no luck.

I had not intended to change anything ... but if we do not know what the Netgear settings are, I am afraid there is no way to give the Dell access? I can't work blind (although I am already close to that anyway) ...

I would suggest you use one of the macs and open the Netgear Web Utility so you can tell me how it is set up? Please let me know if you are willing and able to do that?

Cheers!
Robert

 

[Skyrg]

I would be happy to do that if I could, but to set it up originally we used a disk. I've found the disk, but can't remember the username or password we were given, we were given several. Urgh.

 

[zigzag3143]

Hi, I already posted this on the Dell forum but no one's got back to me yet (we've been trying to solve the problem all day).

We have a major problem connecting to the internet.

The computer is a new Dell Inspiron 1545, and we tried connecting on two different routers, neither worked. We then took the laptop to PC World, where we were told that the fault was with the computer and that using a Belkin G Wireless USB adapter would solve this problem as it would override the fault with the computer.

This device did not work and we contacted Belkin's technical support, who told us that the computer did not recognise WPA and we needed to contact Dell for a WPA patch.

We're at a bit of a loss now for what to do. Does the computer need to be fixed, or will a patch work? And if so, where do we find the patch? Given that the computer is new I expected it to be able to connect to the internet with no issues.

Just to note: the router works fine with other computers.

connecting the computer via ethernet has no effect either.

the computer uses a WLAN Dell Wireless 1397 Mini-Card.

We need some more info

Are there mixed machines on the network?

Have you tried connecting in the clear (with no encryption)?

Suspect it is a configuration issue because I have a 1545 and a belkin router and using it now.


ken

 

[Skyrg]

To be honest what I've told you is pretty much what I know atm! Also, you will have to use simple English

Mixed machines? I've mentioned we use Macs as well, is that what you meant?

Not sure about this bit - 'Have you tried connecting in the clear (with no encryption)?'

 

[iseeuu]

I would be happy to do that if I could, but to set it up originally we used a disk. I've found the disk, but can't remember the username or password we were given, we were given several. Urgh.

The disk was used for the original setup, especially for your Macs, but now, according to your user manual, you only need to type one of the following:

http://192.168.0.1
http://www.routerlogin.net
http://www.routerlogin.com

in a browser to open the utility.

The factory username is: admin
The factory password is: password

unless you have changed them?

 

[iseeuu]

Hi, I already posted this on the Dell forum but no one's got back to me yet (we've been trying to solve the problem all day).

We have a major problem connecting to the internet.

The computer is a new Dell Inspiron 1545, and we tried connecting on two different routers, neither worked. We then took the laptop to PC World, where we were told that the fault was with the computer and that using a Belkin G Wireless USB adapter would solve this problem as it would override the fault with the computer.

This device did not work and we contacted Belkin's technical support, who told us that the computer did not recognise WPA and we needed to contact Dell for a WPA patch.

We're at a bit of a loss now for what to do. Does the computer need to be fixed, or will a patch work? And if so, where do we find the patch? Given that the computer is new I expected it to be able to connect to the internet with no issues.

Just to note: the router works fine with other computers.

connecting the computer via ethernet has no effect either.

the computer uses a WLAN Dell Wireless 1397 Mini-Card.

We need some more info

Are there mixed machines on the network?

Have you tried connecting in the clear (with no encryption)?

Suspect it is a configuration issue because I have a 1545 and a belkin router and using it now.


ken

Ken, the OP is trying to add a visiting Dell with Windows 7 to his network of Macs ...

 

[Skyrg]

Ah, typical, I was using those but I thought it was 'administrator' rather than 'admin'. Noob mistake?

I have access to it now, if you can tell me what you need to know I can check.

 

[ITChick]

I had a similar issue yesterday with a Dell Inspiron 1545 that although it could see the wireless router, it wouldn't connect no matter what I tried. I ended up uninstalling the card thru Device manager and then reinstalling with newer drivers and this solved the issue for me. Not sure if that would help in your situation but it was a thought.

 

[iseeuu]

Ah, typical, I was using those but I thought it was 'administrator' rather than 'admin'. Noob mistake?

I have access to it now, if you can tell me what you need to know I can check.

First, we need to know what "Security" (the type of encryption Ken was asking about) the router is setup to use. What specifically I need to know is if it is:

WPA-PSK or WPA2-PSK.

This seems to be the default setup for a home network with the wizard CD.

Now don't tell me what the wireless network password is, keep it to yourself, but you need to know that.

Also the default "SSID" (or the name given to your router and home network) is NETGEAR. Can you say if that has been changed?

 

[iseeuu]

I had a similar issue yesterday with a Dell Inspiron 1545 that although it could see the wireless router, it wouldn't connect no matter what I tried. I ended up uninstalling the card thru Device manager and then reinstalling with newer drivers and this solved the issue for me. Not sure if that would help in your situation but it was a thought.

This is a good suggestion ITChick, we may need to try that. Thanks! But first we have to know where we are before we know where to go? I do not want to be like BP and just start throwing things out there before I know they are needed or not?

Cheers and welcome!
Robert

 

[Skyrg]

Sorry about long delay, had to go somewhere.
I wasn't going to tell you my password, after all, we only just met!

Mixed WPA-PSK+WPA2-PSK is what is ticked on the options. I have no idea what that means. Also, we have left the default name of 'Netgear'.

 

[iseeuu]

Sorry about long delay, had to go somewhere.
I wasn't going to tell you my password, after all, we only just met!

Mixed WPA-PSK+WPA2-PSK is what is ticked on the options. I have no idea what that means. Also, we have left the default name of 'Netgear'.

OK, lets see if we can use this info to get the Dell connected. Let me know when it is powered up and ready?

 

[Skyrg]

Dell is ready. Have just noticed below the 'Mixed WPA-PSK+WPA2-PSK' bit, the password box says 'WPA2-PSK Security Encryption'. Don't know if that's important.