Solved Cannot Access Internet, Router is Fine

[anagc47]

For the last 2 days I have not been able to access the Internet, the router is fine. I even brought the computer to a friend's house with a different router and had the same problem. I have TWC as provider. The rep spent one hour on the phone trying different things using Command Promt etc. Nothing. He said it was the computer. I have an HP Pavillion. Any other advice. Let me note that I am very light in my technical knowledge of computers. I have windows 7. Thank you, AG

 

[HarriePateman]

Are you using cable or wifi?

 

[chev65]

For the last 2 days I have not been able to access the Internet, the router is fine. I even brought the computer to a friend's house with a different router and had the same problem. I have TWC as provider. The rep spent one hour on the phone trying different things using Command Promt etc. Nothing. He said it was the computer. I have an HP Pavillion. Any other advice. Let me note that I am very light in my technical knowledge of computers. I have windows 7. Thank you, AG

If the problem is related to any part of the network stack then running the file below will fix these types of problems. It will reboot your machine automatically when it's done. After running the file if you are still having problems then please post a screen shot of the ipconfig/all from this machine.

 

[anagc47]

Solved Problem Uninstalling and re-Installing Norton

Thank you for your response. I continued reseaching Google and it definitely seemed to be an issue with Norton 360. I found some comments that helped me solved the problem. I will outline them in case someone else has a problem like this in the future.

First, I was not able to uninstall Norton through the Control Panel. Since I did not have access to the Internet I could not download the Norton Removal Tool. Then I found the recommendation to download the NRT to a DVD which I did.

Second, I put the disc in the computer with the problem and was able to remove it in minutes. As soon as it was removed and I did a shutdown restart the internet came back.

Finally I went to Norton's My Account info, removed the license from this computer and then added it back.

I am so grateful that someone put all these instructions somewhere (I do not remember where).

Thank you for your interest.

AG

 

[chev65]

Thank you for your response. I continued reseaching Google and it definitely seemed to be an issue with Norton 360. I found some comments that helped me solved the problem. I will outline them in case someone else has a problem like this in the future.

First, I was not able to uninstall Norton through the Control Panel. Since I did not have access to the Internet I could not download the Norton Removal Tool. Then I found the recommendation to download the NRT to a DVD which I did.

Second, I put the disc in the computer with the problem and was able to remove it in minutes. As soon as it was removed and I did a shutdown restart the internet came back.

Finally I went to Norton's My Account info, removed the license from this computer and then added it back.

I am so grateful that someone put all these instructions somewhere (I do not remember where).

Thank you for your interest.

AG

You didn't mention that Norton was involved or I would have posted the following link as Norton causes connection problems on a regular basis. Glad your problem is resolved.

If I had a nickel for every time I've posted this link....
https://support.norton.com/sp/en/us...ect_pubweb&product=home&pvid=f-home&version=1