Need help troubleshooting internet connection - looking for tutorial

arayfo1 · 01 Jan 2015

Hi, I'm needing help troubleshooting my internet connection. I was thinking there might be a troubleshooting tutorial in the archives here, but I didn't find what I was looking for.

I'm thinking I might have a virus. I am currently using C-cleaner, Super-Anti Spyware, Malwarebytes, Microsoft Security Essentials. I'm not sure what other programs I could use to help remove the virus, assuming it is a virus. The reason I suspect it's a virus is because I have had an intermittent connection. And I can't really condemn the router as my smart phone seems to work perfectly fine while browsing the internet in wifi mode.

This is a Win7 PC. The computer which is hooked directly to my modem is a Win8 PC. The Win 7 machine receives a signal via the router/modem. The modem & router is an all-in-one box which was provided by my ISP. The last time it was behaving this way I wiped the machine and reinstalled Windows. I'm trying to avoid doing that again if possible.

Thanks for your help,

Adam

arayfo1 · 01 Jan 2015

Basic Requirements Before Posting your Networking Thread

1. Is this a wired or wireless connection issue?

Wireless

2. Who is your Internet Service Provider (ISP)?

Cable One

3. What type of Broadband connection are you using?

Cable

4. What is the exact Make and Model of your Modem, Router or Modem/Router Combo - Linksys, D-Link, Netgear, TP-LINK, etc.

Motorola Surfboard SBG6580

5. What is the Name of the Anti-Virus, Security or Firewall Software installed from the problematic computer - McAfee, Norton, Eset, Webroot, Zone Alarm, etc.

Microsoft Security Essentials

arayfo1 · 01 Jan 2015

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Windows\system32>ipconfig/all

Windows IP Configuration

Host Name . . . . . . . . . . . . : Adam-PC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Generic Marvell Yukon 88E8070 based Ether
net Controller
Physical Address. . . . . . . . . : 00-00-00-00-00-00
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Wireless Network Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek 8185 Extensible 802.11b/g Wireles
s Device
Physical Address. . . . . . . . . : 00-06-4F-7E-A8-60
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::ad6d:2c07:99d1:e549%10(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.0.8(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Thursday, January 01, 2015 8:21:28 PM
Lease Expires . . . . . . . . . . : Thursday, January 01, 2015 10:05:56 PM
Default Gateway . . . . . . . . . : 192.168.0.1
DHCP Server . . . . . . . . . . . : 192.168.0.1
DHCPv6 IAID . . . . . . . . . . . : 268437071
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-1A-64-1F-3E-00-00-00-00-00-00

DNS Servers . . . . . . . . . . . : 24.116.0.53
24.116.2.50
NetBIOS over Tcpip. . . . . . . . : Enabled

Tunnel adapter isatap.{A8D2F1B9-7C72-4E41-826B-EE8A3AA74459}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Teredo Tunneling Pseudo-Interface:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Reusable ISATAP Interface {4C657E26-652F-40D1-AE6E-40154387A069}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

C:\Windows\system32>

RolandJS · 01 Jan 2015

What happens if the Windows 7 computer is hard-wired to the modem/router? My computers are almost always hard-wired to my DSL modem/router. When I use wireless, sometimes I also lose internet connection, or, file-transfer ability -- reboot time, all is well for a long while.

arayfo1 · 01 Jan 2015

Hello, Roland. The Win7 machine is located on the other side of the house far away from the modem/router. In other words, if I go through all of the trouble of relocating the desktop to the other side of the house I might as well just go ahead and wipe the machine (which I am hoping to avoid). I don't think I'm ready to condemn the router as my smartphone seems to be receiving a wifi signal without interruption. However, I'm wondering if there is anything my ISP could do to assist me with my problem. I would like to save that as a last resort though or at least until I have ascertained whether or not it is simply a virus which is causing the interruption.

Slartybart · 01 Jan 2015

Hi Adam,

Thanks for posting all of the information up front.

I reviewed last year's thread and I wonder if you still have static addresses configured. Looking at the information you posted, I don't believe you do still have static address, but it's worth asking.

You mention some AV pgms, but neglected to say if they were run or if they found any viruses.
Here's a pretty good bug finder:

AdwCleaner is a two step process. Scan then Clean

Click here to download AdwCleaner (author: Xplode)
--> save the application to your Desktop.

Right-click AdwCleaner.exe on your Desktop and select Run As Administrator to run the scanner with full privilege rights.
AdwCleaner is a standalone executable, there is no install.
Click on the Scan button.
- AdwCleaner begins scanning your system. It might take some time to complete.
- Review the detected objects grouped under each of the tabs.
  --> If there is something you KNOW should NOT be cleaned, clear the checkbox next to the object. If you're not sure about an object, paste the scan logfile (AdwCleaner[R#].txt) in a new post for a member to review and advise you.
  Otherwise, go to the next step.
After the scan has finished and you have reviewed the objects to be cleaned, click on the Clean button.
- Answer OK to the close all programs prompt, then follow the onscreen prompts.
- Answer OK to the restart the computer prompt to complete the removal process.
  The AdwCleaner log file is opened in your default Text editor when the machine has restarted.
  Each time AdwCleaner runs, the log file number [#] is incremented, the highest number is the most recent. There are two log files, one for the scan (AdwCleaner[R#].txt) and one for the clean (AdwCleaner[S#].txt).

Paste the entire clean logfile (AdwCleaner[S#].txt) in your next post.
--> AdwCleaner logs are located in the C:\AdwCleaner folder if you need to reference them again

Let members know the results of the AdwCleaner Scan and Clean

You also mention that this is intermittent and that you phone can reliably connect. How often are you dropped from the router?

A few quick things to try and then I'm hitting the sack:
1) Reposition the machine a bit closer to the router, even a few inches often makes a difference.
Make sure there aren't any other devices that transmit RF signals near your PC (cordless phones, microwave ovens, fluorescent lamps....). Move any of those things further away from the machine than they are now.

2) If you haven't already restarted the machine, do so now.

3) Reset the network configuration:
Download TCPIPreset.bat
the default save location is
C:\Users\YourLoginID\Downloads

Launch and elevated Command Prompt (right click, Run as Administrator)
Change Directory (cd) to your Downloads folder
Enter the following command exactly as typed

cd %USERPROFILE%\Downloads
TCPIPreset

The batch file pauses a few times so you can see the results - grab the output and post here if there are any errors or if you have any questions. Some of the commands do not have any output ... they just do what they're supposed to do quietly :)

That's about all I can think of tonight.

I'll check back some time tomorrow. Hopefully you'll have a more reliable and stable connection after trying the above. There are many factors that affect a connection, the fact that you can connect but get occasionally dropped is a tweaking thing, not a sledgehammer reinstall thing. It happens to me all the time, and I play with the settings until I get better throughput or reliability.

G'nite

Bill
.

arayfo1 · 02 Jan 2015

Hi, Bill. Thanks for the quick reply. I just scanned my machine again with the Super Anti-Spyware program and it detected 77 adware objects to be removed. I don't know why one moment it only detects 2 threats and then the next day it detects 77, but for right this moment I seem to be getting a good connection. I think I'll give it a day or two before I click the solved button, but again I appreciate it but I guess I should let you get back to whatever it is you were doing.

Thanks a lot,

Adam

---------

I'm just now looking over your comment on this thread. I'll have a look at the program you recommended and check back in with you tomorrow. Thanks again, Bill, and have a good night.

arayfo1 · 02 Jan 2015

Are there any of these I should NOT clean using the cleaning tool you recommended?

# AdwCleaner v4.106 - Report created 01/01/2015 at 23:15:49
# Updated 21/12/2014 by Xplode
# Database : 2015-01-01.1 [Live]
# Operating System : Windows 7 Home Premium Service Pack 1 (64 bits)
# Username : Adam - ADAM-PC
# Running from : C:\Users\Adam\Downloads\AdwCleaner.exe
# Option : Scan

***** [ Services ] *****

***** [ Files / Folders ] *****

Folder Found : C:\Program Files (x86)\globalUpdate
Folder Found : C:\Program Files (x86)\PC Drivers HeadQuarters
Folder Found : C:\Users\Adam\AppData\Local\CrashRpt
Folder Found : C:\Users\Adam\AppData\Local\globalUpdate
Folder Found : C:\Users\Public\Documents\ShopperPro

***** [ Scheduled Tasks ] *****

Task Found : YTDownloader

***** [ Shortcuts ] *****

***** [ Registry ] *****

Key Found : HKCU\Software\GlobalUpdate
Key Found : HKCU\Software\Myfree Codec
Key Found : [x64] HKCU\Software\GlobalUpdate
Key Found : [x64] HKCU\Software\Myfree Codec
Key Found : HKLM\SOFTWARE\Classes\AppID\{4D076AB4-7562-427A-B5D2-BD96E19DEE56}
Key Found : HKLM\SOFTWARE\Classes\AppID\secman.DLL
Key Found : HKLM\SOFTWARE\Classes\CLSID\{66EEF543-A9AC-4A9D-AA3C-1ED148AC8EEE}
Key Found : HKLM\SOFTWARE\Classes\CLSID\{826D7151-8D99-434B-8540-082B8C2AE556}
Key Found : HKLM\SOFTWARE\Classes\Interface\{66EEF543-A9AC-4A9D-AA3C-1ED148AC8EEE}
Key Found : HKLM\SOFTWARE\Classes\Interface\{66EEF543-A9AC-4A9D-AA3C-1ED148AC8FFE}
Key Found : HKLM\SOFTWARE\Classes\protector_dll.protectorbho
Key Found : HKLM\SOFTWARE\Classes\protector_dll.protectorbho.1
Key Found : HKLM\SOFTWARE\Classes\secman.OutlookSecurityManager
Key Found : HKLM\SOFTWARE\Classes\secman.OutlookSecurityManager.1
Key Found : HKLM\SOFTWARE\Classes\TypeLib\{11549FE4-7C5A-4C17-9FC3-56FC5162A994}
Key Found : HKLM\SOFTWARE\GlobalUpdate
Key Found : HKLM\SOFTWARE\Myfree Codec
Key Found : [x64] HKLM\SOFTWARE\Classes\CLSID\{03EB0E9C-7A91-4381-A220-9B52B641CDB1}
Key Found : [x64] HKLM\SOFTWARE\Classes\Interface\{66EEF543-A9AC-4A9D-AA3C-1ED148AC8EEE}
Key Found : [x64] HKLM\SOFTWARE\Classes\Interface\{66EEF543-A9AC-4A9D-AA3C-1ED148AC8FFE}
Key Found : [x64] HKLM\SOFTWARE\ShopperPro
Key Found : [x64] HKLM\SOFTWARE\YTDownloader
Value Found : HKCU\SOFTWARE\Microsoft\Windows\CurrentVersion\Run [YTDownloader]

***** [ Browsers ] *****

-\\ Internet Explorer v11.0.9600.17496

-\\ Mozilla Firefox v34.0.5 (x86 en-US)

-\\ Google Chrome v39.0.2171.95

[C:\Users\Adam\AppData\Local\Google\Chrome\User Data\Default\Web data] - Found [Search Provider] : hxxp://search.aol.com/aol/search?q={searchTerms}
[C:\Users\Adam\AppData\Local\Google\Chrome\User Data\Default\Web data] - Found [Search Provider] : hxxp://www.ask.com/web?q={searchTerms}
[C:\Users\Adam\AppData\Local\Google\Chrome\User Data\Default\Web data] - Found [Search Provider] : hxxp://www-search.net/search.aspx?s=E9Nztugdu0338,8afe833c-c74d-4537-bfad-dc4fc1775467,&q={searchTerms}

-\\ Opera v26.0.1656.60

[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : aaipilfmheplbcghignccoiiebekkdhe
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : elchiiiejkobdbblfejjkbphbddgmljf
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : ffhfoagmjcnkolneahbpagjcjjaeofbg
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : hjghiofiijcepdnocbgefbdlbckjfheg
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : iklgpchfbohgmghgfagediakopecfmbm
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : kfgaibfbmkjgmimhbbaikfnpkkjkpoan
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : lmnbobhffedhdhfpcjkjphcfpeeiocdn
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : kjpifmjicccpbkfjdkehimhgklfkbanh
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : hoidflomjnnnbiemmkjdjkkialmhbago
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : ekpibplnnkfdcafdpoekhoffegcajene
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : ipljmghelflfikejmgkmlmpjmehfjodc
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : ejddjnilmdncjilbfjgameihlklfpohp
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : eagomcfjiefffhpaejnlpjccikpipdoe
[C:\Users\Adam\AppData\Roaming\Opera Software\Opera Stable\preferences] - Found [Extension] : aonedlchkbicmhepimiahfalheedjgbh

*************************

AdwCleaner[R0].txt - [4729 octets] - [01/01/2015 23:15:49]

########## EOF - C:\AdwCleaner\AdwCleaner[R0].txt - [4789 octets] ##########

arayfo1 · 02 Jan 2015

"You also mention that this is intermittent and that you phone can reliably connect. How often are you dropped from the router?"

The phone doesn't seem to have any trouble staying connected. The Win7 machine, however, will be connected long enough for me to play around on FB for maybe 5 minutes or so and then once I refresh the page or open up a new tab it just gives a "page not available" message. Whenever I say the signal is intermittent what I mean is that the icon in the system tray will show no internet, but then the icon will change as if it's indicating that I have a connection, but then whenever I try to open up a new tab it still indicates that the web page is not available. So it makes it difficult to gauge just how often the connection is being lost. It has been flakey for a few weeks now. Meaning I can usually clean my cookies and restart and it will work fine for an hour or two, but now it's getting to the point that I can barely get a connection at all. Until tonight whenever I removed the 77 adware cookies with the Super-anti spyware tool and everything seems to be okay again. *crossing fingers*

But I would still like to try this tool you recommended. I just don't wanna screw myself up and clean something that doesn't need cleaning.

"I reviewed last year's thread and I wonder if you still have static addresses configured. Looking at the information you posted, I don't believe you do still have static address, but it's worth asking."

I do still have static addresses configured. I had intended to change them, but you insisted that I leave them static as long as everything seemed to be in working order so that's what I did. I'll go and have a look just to be sure, but it should still be static.

"You mention some AV pgms, but neglected to say if they were run or if they found any viruses."

I ran Microsoft Security Essentials but didn't detect any viruses. I have considered downloading Avast AV program. Thoughts?

"The batch file pauses a few times so you can see the results - grab the output and post here if there are any errors or if you have any questions."

I'll try this step here in a few minutes and post the results in my next post.

Edit: On second thought, after reviewing my IP address configuration I think I should wait for your input before following this step.

". . .the fact that you can connect but get occasionally dropped is a tweaking thing, not a sledgehammer reinstall thing."

Great, I was hoping that was the case.

arayfo1 · 02 Jan 2015

Control Panel>Network and Internet>Network Connections>

1. Local Area Network - I have a network cable unplugged.
2. LAN IPV6 address appears to be dynamic.
3. LAN IPV4 address appears to be static.
4. The IPV4 DSN server address is set to static, but there are no numbers entered. I can take a picture if needed.
5. The IPV6 DSN server address is set to dynamic.

1. Wireless Network Connection seems to be connected.
2. WNC IPV6 address appears to be dynamic.
3. WNC IPV4 address appears to be dynamic.

Do you think I should try uninstalling the LAN driver to see if it will automatically reinstall itself after restarting, or perhaps I should set the IPV4 address to dynamic to see if that resolves the problem?