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2 Clients with 2 different ISPs showing online but cannot access the web

Posted on 2008-10-28
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Last Modified: 2010-04-20
This just popped up today - not sure if they are related, but I'm guessing it is.  This morning I was logged in remotely to a clients server running updates, etc. and noticed that the antivirus program update was unable to connect to the update servers.  Then I figured out that I could not open any web sites using IE or Firefox.  Logged into a different server at that same office and got the same result.  I can ping google.com and get replies.  I'm able to login remotely using 2 different remote control methods, but there is no internet.
Then I just got a call from another client who was trying to install a program on their network and the server wanted to reboot.  The program was a bundled software called Mionet that came with a new Western Digital external hard drive.  After rebooting, the server cannot access the Web, though it is online, and the workstations cannot contact the domain to login, though they also appear online.  Is there some new virus or Windows update gone bad that I've not heard of yet?
They have different ISPs so I was able to rule out problems with their ISP's DNS servers.  
Nothing weird in the event logs - no services failing to start.
Any ideas?
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Question by:jtgerdes
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by:mutahir
ID: 22826162
Hi there,
How are they connected to the internet ? I mean I understand that they are connected to two different ISP's ?

What broadband router or routers are they using ? Their is a Draytek router (2820n) which offers two broadband at once in one single router and you have to select one as a backup, or if you want to use both you have to select 'Auto Weight' (Load Balancing) or digging more you have to implement a Load Balancing policy.

Please elaborate how are they connected , is it only one router with two broadband feeds or two routers connected to each other ?
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by:jtgerdes
ID: 22826789
Two totally different small businesses - one has a cable internet connection and a Netgear router - the other has a satellite internet connection and a DLink router.
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by:Gssc1414
ID: 22828533
Hello.

I know you probably have checked this... But are the servers NIC's configured to point to the internal DNS server (if it's small buisness im guessing the DC is also running DNS)?

Im wondering if the application installed messed with NIC settings... Just an idea :/
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by:jtgerdes
ID: 22828754
Yeah, in both cases they are SBS servers and the DNS settings are correct and I checked to make sure the DNS server service was running.  Also keep in mind that new software was only installed on one of the two servers.  Also the one with the new software that wasn't allowing connections to the server from the workstations - all of a sudden started allowing network connections again - and the workstations can browse the web, but still not the server.
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jtgerdes earned 0 total points
ID: 22906812
We figured out that the issue was caused by AVG literally a few hours before we received this email.

=====================================
Dear Valued Reseller,

As you may know, a small number of AVG customers have experienced some unexpected results when updating to the recently-issued Build #196.

These issues have now been resolved, and we're pleased to provide you with more details that you can use to assist affected customers.

1. ISSUE: Inactive components and/or blocked Internet connection after update to AVG 8.0.196

RESOLUTION: Download Build #199 or higher. To do this, launch AVG Update from the AVG program and select "program update" from the list of updates available. This will initiate an update to the latest build, which fixes both the inactive components and blocked internet connection issues. If there is a problem with updating from within the AVG program, the update can also be downloaded directly from http://www.avg.com/download-update; if this route is taken, a repair installation should be performed. If your customer is experiencing a blocked Internet connection, they may also need to follow the steps outlined in FAQ #1561, http://www.avg.com/faq.num-1561#faq_1561, to access the download URL.
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by:mutahir
ID: 22938090
Good to know and its good that you updated us :)
Have a great day ahead.........!
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by:Gssc1414
ID: 22940018
Gotta love software bugs that make IT administrators pull their hair out!

Glad you got it resolved!
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