connected to wifi network, but can't connect to internet..???

[bevamjo]

i've had a wifi network set up at my house for several months now, and no problems. if i couldn't connect...i always just unplugged the router for 10 seconds, and was able to connect. well, suddenly today...i can't connect to the internet, but my wifi network appears to be fine. it's says i have excellent signal strengh and that i'm connected..but i can't connect to the internet. when i go to the program that came with the router..and hit "repair"..it says that i AM connected to the network, but that my internet connection is broken...??? what UP with that??? i don't get it. can someone please advise on what to do? i tried using another device to see if i could connect with internet, my ipod touch....and it also said that i was connected to the wifi network...yet it could not connect with the internet. it never had a popup that said anything..it acted like it was trying to connect..but just never did. i'm puzzled.

during the day while i was at work, my roommate was going to use the laptop, when she couldn't connect, she did the unplug for 10 sec. thing...whent that didn't work, she unplugged the two cables from the back of the router, and plugged them back in. is it possible that she plugged them into the wrong place? would that be the problem? i am not at home right now, so i can't check...but will try to fix this when i get home tomorrow. not sure what i need to do!!

signed....frustrated!!

 

[Maguscreed]

Willing to bet you are using a third party firewall / antivirus application.
Which one is it?

 

[bevamjo]

well...i'm not computer savvy...so this answer will probably seem lame, since i'm not quite sure exactly what u mean! lol! but i recently had a virus...one called "system tool"...it was nasty! since then, i have installed avast...i was supposed to have had protection thru comcast, my provider...but could not find anything! i had used avast in the past, and had no problems. also have some mcafee stuff, i think. is this what u mean?? i'm only using freebie stuff right now...like i said, i was supposed to have some of extra protection thru my paid service, but apparently i do not. what should i do?

 

[Maguscreed]

ah, okay the virus wasn't cleaned properly.
this is going to be a bit involved.
First I'm afraid I'm going to have to ask you to remove avast! that can be done under programs and features in the control panel.

Then we are going to boot safe mode with networking.
http://www.sevenforums.com/tutorials/69585-safe-mode.html

Once you are in there download and install malwarebytes antimalware (the free version is fine for this)
Malwarebytes
Install it and allow it to update.
If you can't get through in safe mode with networking just post back I'll come up with a alternative.

Run a full scan - (this will take quite some time, so go grab a soda or watch a little tv)
Once it's done scanning allow it to remove whatever it has found.

Reboot to normal windows mode.
Test the connection and report back.

Sorry to be so involved but without being there it's the only way I know exactly where we stand...

 

[bevamjo]

wow, thx i appreciate it! i'm wondering why it worked after the virus at all then..?? it's been fine...up until today. once i "removed" the virus...i saw no signs of it. at least..i thought not. sooo....it sounds like ur pretty sure that's what it is...so that's what i will try. not home now, so it will be tomorrow. i will report back and let u know!

 

[Maguscreed]

Well it could possibly be an issue with avast! as well, which is why I put removing it as the first step.
Doing this kind of thing over the internet is usually trial and error.
So I'm just removing all the unknowns I can right from the start.

 

[bevamjo]

oh yeah, would like to add...that i did use reboot in safe mode, and did the system recovery thing....so...that wasn't enough? just trying to fill in details i left out before that might help with your "diagnosis"!!!

 

[Maguscreed]

What's been affected is either a system service is being blocked by avast! (either the program got over zealous or incorrect user input was provided at some point)
Or a basic internet setting has been corrupted.

Before we go to any greater length, can you verify that this problem occurs in any browser beside internet explorer? ie. firefox, opera, safari?

 

[bevamjo]

well now, that is a good question, cos i was wondering that myself. i use google chrome. and i never tried it on any other browser, but thought about that when i left. but....when i tried to connect on the ipod touch...i just hit "facebook" icon...and it didn't work. it was trying, but never connected. so..that was..safari? i don't know. i think i have google set as my search engine on ipod touch..i have no idea if this is even relevant or not. sorry. i'm just offering up what i can!

 

[Maguscreed]

okay, you lost me, the ipod touch is connected to the same router as the computer in question, or is it somehow bridged through the computer's connection?

It's starting to sound like a router issue if it's affecting more than one device.

 

[bevamjo]

ok i'm finally at home, i'm hoping u are out there to help me! guess what? i am typing on the desktop at home. yes...IT connected...but the laptop won't!! sooo..now i'm thinking this is not a router problem..what do u think? should i follow your instructions up above? i think maybe the virus did have something to do with it. i don't know! need help!

 

[Maguscreed]

Is the desktop wireless, or plugged in via lan?

There is also one other thing to try since I just saw this behavior from another individual, the fix was actually to remove their antivirus / firewall software.
It connected immediately after they rebooted once the software was removed, they were then able to replace it with microsoft security essentials and so far as I know their problem is solved.
Virus, Spyware & Malware Protection | Microsoft Security Essentials

 

[bevamjo]

wow, i just typed this...and then i refreshed...and POOF it was gone!! huh??? ok anyway.. as i was saying....

i hope you're out there, cos i need help! i am typing on the desktop at home right now...yes! connected to the same wifi network!! ?????? BUT..the laptop STILL will NOT connect. haven't tried the ipod touch, but am charging it now and will in just a minute. i'm very confused now. maybe NOT a router problem...but something to do with the virus after all? but then..why would it effect the ipod touch?? anyway..hoping u are out there!

 

[bevamjo]

Is the desktop wireless, or plugged in via lan?

There is also one other thing to try since I just saw this behavior from another individual, the fix was actually to remove their antivirus / firewall software.
It connected immediately after they rebooted once the software was removed, they were then able to replace it with microsoft security essentials and so far as I know their problem is solved.
Virus, Spyware & Malware Protection | Microsoft Security Essentials

soo...do i need to click on that link?? (d'oh! yah i know i sound stooopid, lol)

i'm kinda confused. when i set up here, thru comast...i had a laptop. it was wireless. i did not have a router then. didn't even know about wifi... anyway....inherited a desktop, set it up....so...?? ive never thought of it as wireless..? anyway, after getting the destop, i set up the wifi network so that i could use the laptop anywhere in the house...cos, come to think of it, i was having a problem doing that. i also wanted to be able to use the ipod touch on the wifi network. once i set it up, i never had a problem on any of the three. sorry, i'm probably not answering precisely..cos, like i said, i'm not puter savvy! like u couldn't tell already.........

 

[Maguscreed]

Just try the above and see if it clarifies anything for you.

It's really simple , if there is a cable from the back of the computer to the router, it's not wireless.

 

[bevamjo]

oh. ok then. it's not wireless. i didn't think so. so..i should go to the laptop, and remove the avast, right? and then...i will have to be able to connect to the internet to go to that link... hope this works. is that what you're saying? sorry if i'm aggravating with my lack of knowledge... really. i'm trying to learn.

 

[bevamjo]

off to try that....will report back shortly............

 

[bevamjo]

ok. removed avast, rebooted. nothing. i didn't think that would do it..since it's been working since i installed the avast without a problem. but..here's one thing i keep getting: an "intialization error" ? that i never got before. can't remember exactly what it says..but if u need to know, i will reboot and write it down verbatim.

 

[bevamjo]

what's odd is...yesterday...BOTH the desktop and the laptop would not connect to the internet, altho connected to the network. now..today..the desktop is connecting fine..but not the laptop. i don't get it.

 

[bevamjo]

ok, getting tired now. looong day at work. will check back tomorrow to see your suggestions. pls advise if i should go back to your earliest suggestion and try that route. good night. thx