Solved No internet access

Vincenzo

New Member
Power User
Messages
299
My friend's Dell Inspiron 660 had a bunch of popups happening so she ran MalwareBytes, it found 80 items and cleaned them.
Then ran ESET online scanner, it found 6 items, cleaned them, and rebooted.
Seemed to be running ok at this point.


Then she ran TrendMicro HouseCall, it found one item that it cleaned. (not sure what this item was).


She rebooted and then had no more internet access. The internet icon in the tray sometimes says "limited access", sometimes says Internet access, but there is never any access.


She has ethernet and wireless, both of them do not work.


An iPad connected to the same wireless network does have access.


Also, we tried connecting via ethernet cable directly to the modem, still no good.


She says she also saw a popup from Internet Explorer when this was happening, saying that some program was trying to change the default search provider, but IE did not allow it. She is not sure when that popped up, she thinks it was after she ran TrendMicro, but before the internet stopped working. Not sure if that is related.

Any ideas what to try next?

Thanks
 

My Computer

System One

  • OS
    Windows 8 Pro
Seems to me you also have a modem or internet problem that you should also contact your internet provider.
Because you tried the modem with other devices and still did not work. Are any lights out on the modem?

Definitely a browser high jacker in your system. I would suggest a Good Maleware,spyware removal person to help you on this more.

Also try Windows Malicious Removal Tool in Windows 8, run a full system scan, MRT.EXE in run command.
 

My Computer

System One

  • OS
    Windows 10 Pro 64bit
    Computer type
    PC/Desktop
    System Manufacturer/Model
    CyberPowerPC Gamer Xtreme 1502 (GX1502)
    CPU
    Intel Core i7 5820K 3.30 GHZ 64 bit 6-Core Processor
    Motherboard
    Gigabyte GA-X99-UD3
    Memory
    G.Skill 16GB Quad Channel DDR4-2400MHZ
    Graphics Card(s)
    EVGA GeForce GTX 970 SSC ACX 2.0+ DDR5 4GB
    Sound Card
    Creative Sound Blaster ZxR 5.1
    Monitor(s) Displays
    ASUS PA24Q 24" Pro Art IPS LCD/LED Backlit 1920x1200
    Screen Resolution
    1920x1200 16:10
    Hard Drives
    SAMSUNG 850 EVO 250GB SATA 6Gb/s 2.5" Internal SSD,
    Crucial MX100 512GB SATA 6Gb/s 2.5" Internal SSD,
    WD WD10EZEX-00RKKA0 1TB SATA 6Gb/s 3.5 Internal HDD
    PSU
    EVGA SuperNOVA 750 G2 750W 80 Plus Gold Full Modular
    Case
    AZZA Cosmas Black Gaming Case
    Cooling
    Cool Master Hyper 212 Evo Dual 120mm, ( 2) Noctua PWM 120mm Case Fans (1) Gelid PWM 120mm Blue LED
    Keyboard
    Logitech K800 Illumiated Wireless Keyboard
    Mouse
    Logitech M570 Wireless Trackball
    Internet Speed
    84mbps /94mbps
    Browser
    Mozilla Firefox 41.0.1 / Microsoft Edge/ IE 11
    Antivirus
    Norton Security 2015
    Other Info
    Pioneer BDR-209DBK 16x Blu-Ray Burner, LG 24x Dual Layer DVD Burner,
    StarTech Front Bay 22-in-1 USB 2.0 Internal Multi Media Memory Card Reader,Logitech Z906 5.1 Speaker system
Modem and router seem to be okay, the iPad has internet access. And we just tried another Windows laptop on the wireless network, it works too.

I tried Windows Malicious Software Removal Tool, it found nothing.
 

My Computer

System One

  • OS
    Windows 8 Pro
It could be that your modem needs resetting. We had a power outage, which means I usually have to call my Internet provider, but the last time it happened, I was given the following instructions, which fixed my problem. You may still need to call your Internet provider, but try this first:

1. Unplug the modem from the power source and leave it unplugged for at least 10 seconds. I usually leave it unplugged a bit longer.
2. Plug the modem back in.
3. (If you have one) Unplug the router and leave it off for at least 10 seconds. Again, I usually leave it unplugged a bit longer.
4. Plug the router back in.
5. Turn off the PC. (don't do a simple restart)
6. Leave it off for 10 seconds or more.
7. Turn the PC back on.
8. Check to see if IE can now connect to the Internet.

FYI, these are instructions I'd never been given before, but they fixed the problem easier than it's ever been fixed.

Hope this helps.
 

My Computer

System One

  • OS
    Windows 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    HP Pavilion 500-056
    CPU
    AMD Elite Quad-Core A8-6500
    Memory
    8 GB
    Graphics Card(s)
    AMD Radeon HD 8570D
    Monitor(s) Displays
    Acer 23"
    Screen Resolution
    1920 X 1080
    Hard Drives
    1 TB
    Keyboard
    Logitech Wave K350
    Mouse
    Logitech M510
    Internet Speed
    Fast
    Browser
    Firefox
    Antivirus
    Windows Defender
Modem and router seem to be okay, the iPad has internet access. And we just tried another Windows laptop on the wireless network, it works too.

I tried Windows Malicious Software Removal Tool, it found nothing.

Oh, crap, then what I just said probably won't solve your problem. :(

Maybe this will help? Right click on your Internet connection icon>Troubleshoot problems and see if that will help.
 

My Computer

System One

  • OS
    Windows 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    HP Pavilion 500-056
    CPU
    AMD Elite Quad-Core A8-6500
    Memory
    8 GB
    Graphics Card(s)
    AMD Radeon HD 8570D
    Monitor(s) Displays
    Acer 23"
    Screen Resolution
    1920 X 1080
    Hard Drives
    1 TB
    Keyboard
    Logitech Wave K350
    Mouse
    Logitech M510
    Internet Speed
    Fast
    Browser
    Firefox
    Antivirus
    Windows Defender
I did the "Troubleshoot Connection" before, it said it detected problems with the networking devices but could not solve them.

And I have rebooted router and modem a couple of times.

Thanks
 

My Computer

System One

  • OS
    Windows 8 Pro
The malware would be the culprit, why you cannot connect to the Internet. Nothing to do with the modem or router.
 

My Computer

System One

  • OS
    Linux Mint 17.2
    Computer type
    Laptop
    System Manufacturer/Model
    Toshiba Satellite C850D-st3nx1
    CPU
    AMD E1-1200 APU with Radeon (tm) HD Graphics 1.40 GHZ
    Memory
    12GB
    Graphics Card(s)
    AMD Radeon™ HD 7310 Graphics
    Sound Card
    Realtek HD
    Monitor(s) Displays
    LCD
    Screen Resolution
    1366 x 768
    Hard Drives
    Crucial M500 240GB SSD
    Mouse
    Logitech M525
    Internet Speed
    45/6 - ATT U-Verse
    Browser
    Google Chrome
    Antivirus
    None needed. It is Linux.
    Other Info
    Arris NVG589 Gateway; Router - Cisco RV320; Switch - Netgear GS108 8-Port Switch & Trendnet TEG-S50g 5-Port Switch; Access Points - Engenius ECB350, Trendnet TEW-638APB; NAS - Lenovo ix2-4; Printer - Brother HL-2280DW; Air Print Server - Lantronix XPrintServer

    A/V UPS - Tripp-Lite Smart 1500LCD 1500 Va/900 W.
try this on cmd opened as admin ipconfig /flushdns
 

My Computer

System One

  • OS
    Windows 8.1 Pro Update 1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Dell
    CPU
    Inspiron 530S
    Motherboard
    64Bit X64 based Processor
    Memory
    4.5GB Ram
    Graphics Card(s)
    1GB - XFX ONE ATI Radeon HD 5450 - Plus Edition
    Sound Card
    Inbuilt
    Monitor(s) Displays
    Dell Monitor
    Screen Resolution
    1440*900
    Hard Drives
    1*Seagate 150gb + 1*Seagate 320gb
    Cooling
    3 x fans
    Keyboard
    Dell Analog
    Mouse
    Dell USB Mouse
    Internet Speed
    1Mbps, 100kbps Download Speed
    Browser
    Firefox
    Antivirus
    Kaspersky, Norton, Avast, Bitdefender, but Switched off
I think Broe is right; malware will most likely be the problem.

One more thing to try, though . . . I believe you're using IE, if so, open IE, click on the little flywheel object (tools)>Internet Options and see if the home page IE is supposed to take you to is showing. I'm betting that there's some other link showing, which may be the cause . . .

However, I'm not going to bet the farm this will completely solve your problem.

Oh, and while you're at it, go through each of the tabs in the Internet Options page to be sure IE settings are what you want them to be. Delete browsing history; it will be a tad bit inconvenient because you'll have to sign in to a lot of your "auto" settings, but well worth the trouble in the long run.
 

My Computer

System One

  • OS
    Windows 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    HP Pavilion 500-056
    CPU
    AMD Elite Quad-Core A8-6500
    Memory
    8 GB
    Graphics Card(s)
    AMD Radeon HD 8570D
    Monitor(s) Displays
    Acer 23"
    Screen Resolution
    1920 X 1080
    Hard Drives
    1 TB
    Keyboard
    Logitech Wave K350
    Mouse
    Logitech M510
    Internet Speed
    Fast
    Browser
    Firefox
    Antivirus
    Windows Defender
See this. https://forums.malwarebytes.org/index.php?showtopic=97256 My brother is an employee of EmsiSoft, so if you happen to ask on their site, you may get him. I think that he may go by his real name "Kevin Zoll". He has an older cleanup guide over at his site malwareteks.com, that has not been updated for a while, but still good info.
 

My Computer

System One

  • OS
    Linux Mint 17.2
    Computer type
    Laptop
    System Manufacturer/Model
    Toshiba Satellite C850D-st3nx1
    CPU
    AMD E1-1200 APU with Radeon (tm) HD Graphics 1.40 GHZ
    Memory
    12GB
    Graphics Card(s)
    AMD Radeon™ HD 7310 Graphics
    Sound Card
    Realtek HD
    Monitor(s) Displays
    LCD
    Screen Resolution
    1366 x 768
    Hard Drives
    Crucial M500 240GB SSD
    Mouse
    Logitech M525
    Internet Speed
    45/6 - ATT U-Verse
    Browser
    Google Chrome
    Antivirus
    None needed. It is Linux.
    Other Info
    Arris NVG589 Gateway; Router - Cisco RV320; Switch - Netgear GS108 8-Port Switch & Trendnet TEG-S50g 5-Port Switch; Access Points - Engenius ECB350, Trendnet TEW-638APB; NAS - Lenovo ix2-4; Printer - Brother HL-2280DW; Air Print Server - Lantronix XPrintServer

    A/V UPS - Tripp-Lite Smart 1500LCD 1500 Va/900 W.

My Computer

System One

  • OS
    Windows 10 Pro 64bit
    Computer type
    PC/Desktop
    System Manufacturer/Model
    CyberPowerPC Gamer Xtreme 1502 (GX1502)
    CPU
    Intel Core i7 5820K 3.30 GHZ 64 bit 6-Core Processor
    Motherboard
    Gigabyte GA-X99-UD3
    Memory
    G.Skill 16GB Quad Channel DDR4-2400MHZ
    Graphics Card(s)
    EVGA GeForce GTX 970 SSC ACX 2.0+ DDR5 4GB
    Sound Card
    Creative Sound Blaster ZxR 5.1
    Monitor(s) Displays
    ASUS PA24Q 24" Pro Art IPS LCD/LED Backlit 1920x1200
    Screen Resolution
    1920x1200 16:10
    Hard Drives
    SAMSUNG 850 EVO 250GB SATA 6Gb/s 2.5" Internal SSD,
    Crucial MX100 512GB SATA 6Gb/s 2.5" Internal SSD,
    WD WD10EZEX-00RKKA0 1TB SATA 6Gb/s 3.5 Internal HDD
    PSU
    EVGA SuperNOVA 750 G2 750W 80 Plus Gold Full Modular
    Case
    AZZA Cosmas Black Gaming Case
    Cooling
    Cool Master Hyper 212 Evo Dual 120mm, ( 2) Noctua PWM 120mm Case Fans (1) Gelid PWM 120mm Blue LED
    Keyboard
    Logitech K800 Illumiated Wireless Keyboard
    Mouse
    Logitech M570 Wireless Trackball
    Internet Speed
    84mbps /94mbps
    Browser
    Mozilla Firefox 41.0.1 / Microsoft Edge/ IE 11
    Antivirus
    Norton Security 2015
    Other Info
    Pioneer BDR-209DBK 16x Blu-Ray Burner, LG 24x Dual Layer DVD Burner,
    StarTech Front Bay 22-in-1 USB 2.0 Internal Multi Media Memory Card Reader,Logitech Z906 5.1 Speaker system
I had her go in Device Manager and uninstall the Ethernet adapter, then reboot. That fixed it. I guess removing the malware somehow screwed with its configuration.
 

My Computer

System One

  • OS
    Windows 8 Pro
Always does. I usually will go in and check the registry for any culprits. When removing the adapter to reinstall. I tell Windows to remove all drivers. Then when it boots back up. Reinstall the correct driver from a USB stick, or where I saved it in a directory.
 

My Computer

System One

  • OS
    Linux Mint 17.2
    Computer type
    Laptop
    System Manufacturer/Model
    Toshiba Satellite C850D-st3nx1
    CPU
    AMD E1-1200 APU with Radeon (tm) HD Graphics 1.40 GHZ
    Memory
    12GB
    Graphics Card(s)
    AMD Radeon™ HD 7310 Graphics
    Sound Card
    Realtek HD
    Monitor(s) Displays
    LCD
    Screen Resolution
    1366 x 768
    Hard Drives
    Crucial M500 240GB SSD
    Mouse
    Logitech M525
    Internet Speed
    45/6 - ATT U-Verse
    Browser
    Google Chrome
    Antivirus
    None needed. It is Linux.
    Other Info
    Arris NVG589 Gateway; Router - Cisco RV320; Switch - Netgear GS108 8-Port Switch & Trendnet TEG-S50g 5-Port Switch; Access Points - Engenius ECB350, Trendnet TEW-638APB; NAS - Lenovo ix2-4; Printer - Brother HL-2280DW; Air Print Server - Lantronix XPrintServer

    A/V UPS - Tripp-Lite Smart 1500LCD 1500 Va/900 W.
I had her go in Device Manager and uninstall the Ethernet adapter, then reboot. That fixed it. I guess removing the malware somehow screwed with its configuration.

Yay! Amazing how something so simple that none of us thought about it will finally do the trick. :dinesh:
 

My Computer

System One

  • OS
    Windows 8.1
    Computer type
    PC/Desktop
    System Manufacturer/Model
    HP Pavilion 500-056
    CPU
    AMD Elite Quad-Core A8-6500
    Memory
    8 GB
    Graphics Card(s)
    AMD Radeon HD 8570D
    Monitor(s) Displays
    Acer 23"
    Screen Resolution
    1920 X 1080
    Hard Drives
    1 TB
    Keyboard
    Logitech Wave K350
    Mouse
    Logitech M510
    Internet Speed
    Fast
    Browser
    Firefox
    Antivirus
    Windows Defender
I had her go in Device Manager and uninstall the Ethernet adapter, then reboot. That fixed it. I guess removing the malware somehow screwed with its configuration.

Yay! Amazing how something so simple that none of us thought about it will finally do the trick.
I leave that as the last thing, after doing the clean up.
 

My Computer

System One

  • OS
    Linux Mint 17.2
    Computer type
    Laptop
    System Manufacturer/Model
    Toshiba Satellite C850D-st3nx1
    CPU
    AMD E1-1200 APU with Radeon (tm) HD Graphics 1.40 GHZ
    Memory
    12GB
    Graphics Card(s)
    AMD Radeon™ HD 7310 Graphics
    Sound Card
    Realtek HD
    Monitor(s) Displays
    LCD
    Screen Resolution
    1366 x 768
    Hard Drives
    Crucial M500 240GB SSD
    Mouse
    Logitech M525
    Internet Speed
    45/6 - ATT U-Verse
    Browser
    Google Chrome
    Antivirus
    None needed. It is Linux.
    Other Info
    Arris NVG589 Gateway; Router - Cisco RV320; Switch - Netgear GS108 8-Port Switch & Trendnet TEG-S50g 5-Port Switch; Access Points - Engenius ECB350, Trendnet TEW-638APB; NAS - Lenovo ix2-4; Printer - Brother HL-2280DW; Air Print Server - Lantronix XPrintServer

    A/V UPS - Tripp-Lite Smart 1500LCD 1500 Va/900 W.
Glad to hear you fixed it. Be more careful on where you go on the internet and download. Do not open mail you do not recognize.
Do regular Anti-Virus scans.
 

My Computer

System One

  • OS
    Windows 10 Pro 64bit
    Computer type
    PC/Desktop
    System Manufacturer/Model
    CyberPowerPC Gamer Xtreme 1502 (GX1502)
    CPU
    Intel Core i7 5820K 3.30 GHZ 64 bit 6-Core Processor
    Motherboard
    Gigabyte GA-X99-UD3
    Memory
    G.Skill 16GB Quad Channel DDR4-2400MHZ
    Graphics Card(s)
    EVGA GeForce GTX 970 SSC ACX 2.0+ DDR5 4GB
    Sound Card
    Creative Sound Blaster ZxR 5.1
    Monitor(s) Displays
    ASUS PA24Q 24" Pro Art IPS LCD/LED Backlit 1920x1200
    Screen Resolution
    1920x1200 16:10
    Hard Drives
    SAMSUNG 850 EVO 250GB SATA 6Gb/s 2.5" Internal SSD,
    Crucial MX100 512GB SATA 6Gb/s 2.5" Internal SSD,
    WD WD10EZEX-00RKKA0 1TB SATA 6Gb/s 3.5 Internal HDD
    PSU
    EVGA SuperNOVA 750 G2 750W 80 Plus Gold Full Modular
    Case
    AZZA Cosmas Black Gaming Case
    Cooling
    Cool Master Hyper 212 Evo Dual 120mm, ( 2) Noctua PWM 120mm Case Fans (1) Gelid PWM 120mm Blue LED
    Keyboard
    Logitech K800 Illumiated Wireless Keyboard
    Mouse
    Logitech M570 Wireless Trackball
    Internet Speed
    84mbps /94mbps
    Browser
    Mozilla Firefox 41.0.1 / Microsoft Edge/ IE 11
    Antivirus
    Norton Security 2015
    Other Info
    Pioneer BDR-209DBK 16x Blu-Ray Burner, LG 24x Dual Layer DVD Burner,
    StarTech Front Bay 22-in-1 USB 2.0 Internal Multi Media Memory Card Reader,Logitech Z906 5.1 Speaker system
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