Internet problem on Vista

[tgrundman]

I'm new to computer tech repair, but I had something today that stumped and seemed like it should be easy and I couldn't fix it.

The problem:

• Browsing was only possible within the AOL browser, no other app receives internet.

Background:

• My client had AOL broadband then switched to Road Runner.
• Logged in to AOL (9.0 VR) browser using username and Password.
• This is a new computer, unsure exactly how old though
• Add/remove programs contained only programs that Vista installs by default plus about 3 or 4 programs that the manufacturer puts on as well. Hardly any bloatware much to my surprise, very clean.
• Computer connects directly to modem, no router.

Things I found:

• Connection Specific DNS Suffix reports as new.rr.com (Road Runner)
• Can ping google from command line using both domain name and IP address. No packet failures, all around 50 ms response time
• The "internet" icon in Vista's taskbar showed successful connection along with the little globe that signifies that it does indeed have internet
• When using Vista's built in "diagnose my internet problem" feature, it says there's nothing wrong with the internet
• IE8 doesn't load pages, says can't connect to anything.
• Firefox, same issue (I downloaded it myself..brand new install)
• AVG can't contact its servers.
• MSN Messenger can't connect.
• Essentially, no app can connect except AOL Browser which works flawlessly.
• Uninstalling AOL didn't do anything except render any form of internet access completely useless since I couldn't re-download AOL.
• HOSTS file is clean
• netsh winsock reset doesn't do a damn thing
• ipconfig /release and /renew worked fine
• ipconfig /flushdns didn't fix it
• Antivirus comes back clean
• Internet works fine in IE and Firefox when plugged into my laptop
• Called Road Runner, they find no issues on their end, my IP address etc. etc. checks out

What the funk happened? My boss recommends a format of the OS, which seemed extreme on an otherwise perfectly functioning new machine. It seems like it just takes some command line or something that I didn't do to reset something. Seems a little extreme to me to completely format it. Opinions?

 

[NYJimbo]

Check anything regarding proxy settings or using a proxy anywhere you can find it.

Go to network connections and check the network connections in there for anything weird. Maybe even delete all of them and recreate them.

I assume you did a full scan for virus, malware, hijackthis etc ... ?

 

[tgrundman]

Yeah, I checked everything and everywhere for a proxy, none were needed, which also explains why I could plug the ethernet cable right into my laptop and have it work. Everything is set to get DHCP automatically, which I also confirmed with Road Runner and they told me that yes, retrieve all info automatically. This problem completely fooled me.

 

[anonymous Mac Tech]

My boss recommends a format of the OS

I recommend your boss needs a N&P. That's just ridiculous!

Yeah, I checked everything and everywhere for a proxy, none were needed, which also explains why I could plug the ethernet cable right into my laptop and have it work.

I suspect the reason AOL is connecting and nothing else is because AOL is still set to dial a connection. You need to reset the modem. Right now the modem is set to recognize the MAC address on your laptop and not the customers machine. Just plug the ethernet cable into the customers machine and then unplug the power from the modem for 30 seconds and plug it back in. If the modem is a phone/broadband modem, meaning customer is also receiving their phone service from their ISP, it may have battery backup which means the unplug reset won't work. On these modems you need to hit the reset button with a pen or pull the plug and the backup batteries out. After the reset everything should work, but if it doesn't just restart the machine.

 

[expresstech]

Have you tried disabling the AOL Connectivity services, etc. in services.msc?

*edit*
Nevermind - I missed this part

Uninstalling AOL didn't do anything except render any form of internet access completely useless since I couldn't re-download AOL.

 

[tgrundman]

I suspect the reason AOL is connecting and nothing else is because AOL is still set to dial a connection. You need to reset the modem. Right now the modem is set to recognize the MAC address on your laptop and not the customers machine. Just plug the ethernet cable into the customers machine and then unplug the power from the modem for 30 seconds and plug it back in. If the modem is a phone/broadband modem, meaning customer is also receiving their phone service from their ISP, it may have battery backup which means the unplug reset won't work. On these modems you need to hit the reset button with a pen or pull the plug and the backup batteries out. After the reset everything should work, but if it doesn't just restart the machine.

Well, actually, I had to change my ethernet cards MAC address to match the clients otherwise I wouldn't get internet on my laptop. Also, they were not getting phone from this, I did unplug is and I did reset it to no avail.

BUT I think I figured it out. I think that my boot disk antivirus was failing to update. I don't think it was reading the new definitions I would put on my USB drive, although I can't test this theory because I don't have the computer with me to scan it. I think it's gotta be a virus....but even if it is, the results don't make sense how only AOL works....you think that the virus would stop all HTTP requests and not ignore AOL like it was doing, but it is a virus and who knows?

I didn't charge the customer because I couldn't fix it and they still have the computer. They said they'll call next week and probably have me reformat since that was the advice my boss gave me and I relayed it. They seem like they will probably do it. If they call me, I'll try re-scanning and report back here.

N&P

What's N&P?

 

[anonymous Mac Tech]

Well, actually, I had to change my ethernet cards MAC address to match the clients otherwise I wouldn't get internet on my laptop. Also, they were not getting phone from this, I did unplug is and I did reset it to no avail.

What's N&P?

Could possibly be the cable modem itself. If you had to spoof your MAC address to get it to connect because a reset to your machine wasn't working I'd suspect the modem is fubar'd. Not saying there still isn't something goofy with the machine, but I'd swap the modem before a N&P (stands for Nuke & Pave BTW). I've seen modems do that before where they seem to hang onto a particular MAC address and won't release it no matter how many resets. Most ISPs have drop off sites where customers can take their cable modem and swap it for another free of charge. I say do it that way do to the fact the ISP may charge a trip charge to have someone come out with a modem.

 

[i.t-works]

I had the exact problem, but in my case only Opera would work. I was pulling my hair out

What I did is I checked all the system drivers that loaded when windows started and found out that some remnants of Norton firewall still loading. So I used the removal tool and internet connectivity was restored.

Check if Norton/other third party firewall came preinstalled or is expired - and use the specfic removal tool to clean up the system.

 

[tgrundman]

I had the exact problem, but in my case only Opera would work. I was pulling my hair out

What I did is I checked all the system drivers that loaded when windows started and found out that some remnants of Norton firewall still loading. So I used the removal tool and internet connectivity was restored.

Check if Norton/other third party firewall came preinstalled or is expired - and use the specfic removal tool to clean up the system.

Wow, great idea. I noticed that in add/remove progs, there was Symantec LiveUpdate still there, but no other Norton products....I uninstalled that successfully but to no avail, but I'm definitely going to try the removal tool if they call me back since Norton is basically a virus in itself in my eyes.

FU@! NORTON! (even if it's not the problem)

 

[iisjman07]

You could always try the Norton Removal Tool. The normal uninstaller never removes everything and will often fail totally

 

[cebutech]

You could always try the Norton Removal Tool. The normal uninstaller never removes everything and will often fail totally

+1 on this... i wonder why the Norton Uninstaller does not remove the LiveUpdate...

BTW, tried booting to safemode w/ networking?..