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No Wired Internet problem

No internet with PC wired to Comcast cable modem, I've tried everything, replacing the cable modem, the NIC card, and the Ethernet cable. Plus checking all the TCP/IP settings. LSPFIX shows nothing in the right hand column and the left column had no entries that looked unfamiliar (but I am not an expert on that). I also ran LSPFIX as it was and it found 0 things to report. I also ran WinsockXPFix. And still no internet.

This PC can consistently renew its IP address and that is NOT the case in most situation where there is no internet.
 
IE 7 has a "no connection" diag tool which concluded it was a DNS or modem problem and now we have replaced the modem. The detailed IE 7 diag log shows that the Winsock part passed all tests and furthermore the PC could ping IP addresses BUT COULD NOT GO TO ANY WEB SITE SPELLED OUT IN CHARACTERS. I.E A DNS PROBLEM.
 
The TCP/IP properties have DNS set to auto like it should be and this setting was the same before and after the problem began.
 
Add/Remove list has no malware shown. Norton scan (maybe not full scan) and Webroot Full scan found nothing (both were done by customer before I arrived).. I took a quick look at Program Files folder and no malware leaped out at me but I did not look at it in detail. No malware symptoms are present (but then again with no internet a lot of malware activities are eliminated).
 
My plan is run ComboFix (a powerfuil malware remover)  and if that does not fix it, I can not post  the log (or any other log) to this forum as PC has no internet SO PLEASE DO NOT ASK.. IF THAT FAILS,  I WILL DO A REPAIR INSTALL FROM THE WINDOWS XP CD AS THIS HAS RESTORED INTERNET IN THE TWO TIMES I USED IT FOR THIS PURPOSE when all the above activiies had failed.

CAN YOU RECOMMNED THAT I DO SOMETHING ELSE than the paragraph immediately above this noting that this is SOLELY a DNS problem.

Regards-Mike
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mgross333
Asked:
mgross333
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3 Solutions
 
kdtreshCommented:
Can you ping the DNS servers listed by the "ipconfig /all" command? You could also try doing a system restore to a date prior to when your problem started.
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jazzIIIloveCommented:
Hi there;

Have the following and inform us:

ipconfig /all
Displays current IP settings in detail

ipconfig /release
Instructs the network host to release the DHCP assigned. ipconfig /renew
Instructs the network host to request a new IP address from the DHCP server.
NOTE: using the renew command implies a release.

ipconfig /flushdns
Instructs the network host to dump all cached DNS entries.

ipconfig /displaydns
Instructs the network host to display all cached DNS entries.

ipconfig /registerdns
Instructs the network host to register its hostname and IP dynamically to the local DNS servers.

Best regards...
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jazzIIIloveCommented:
then a hijackthis log and post here without fixing anyting...

http://www.trendsecure.com/portal/en-US/tools/security_tools/hijackthis

and then search with mbam:

www.malwarebytes.org/
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mgross333Author Commented:
Thanks to aall for your replies.

kdtresh,

I will do a system restore to before the problem began.  However, sometimes system restrores fail to restore OR there may be no restore points before the date the problem began.

jazzllllove,

My Question mentioned that the PC can CONSISTENTLY renew its IP address (ex In Network Config, right clck the LAN and select Repair).     Plus it visably renewed IP address in the process of the many other things I said that I did in my Question.

Hence the first three things in your post (if the missing carriage return was there) have already been done and will not fix this problem.

Regarding the values returned, the following were the values using the mobo's onboard NIC card (from Status In Network Connections, not from ipconfig, but the values are the same)
Gateway = 76..19.68.1
IP address = 76.19.68.112
I did NOT write down the subnet mask

Using a NIC PCI card I later installed the same values were
Gateway = 24.91.150.1
IP address = 24.91.150.162
Subnet Mask = 255.255.255. 0

Note; the same Cable modem was used for both set of values.

DOES THE ABOVE TELL YOU SOMETHING THAT MIGHT FIX THE PROBLEM?

Also,Please confirm that

ipconfig /flushdns
Instructs the network host to dump all cached DNS entries.

AND
ipconfig /registerdns
Instructs the network host to register its hostname and IP dynamically to the local DNS servers.

might FIX THE PROBLEM (not just provide diag info).  If you so reply before 6:40 PM EST today (when I leave for the customer) , I will do those too.

Regarding the rest, I have no way of posting the ipconfig results here as my customer's PC has no internet and if it has internet THEN THE PROBLEM is solved and there is no reason to post.

SUMMARY: Please only reply here with things that might fix the problem WITH NO FURTHER INPUT FROM ME.

Regarding HJT and MBAM logs, to post those I need internet and if I have internet the problem is solved. Also I see a lot of evidence (please read my Question) that there is NO malware on this PC. And if there is ComboFix may very likley remove it AND I DO PLAN TO RUN COMBOFIX.

I will also do
ipconfig /displaydns
Instructs the network host to display all cached DNS entries.

because this PC has a DNS problem but unless the customer wants me to return again after tonight, I do not know what I will do with  that info.

Regards,
  Mike



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Sci-Fi-SiCommented:
Hi mgross333,

>Gateway = 76..19.68.1
>IP address = 76.19.68.112
>I did NOT write down the subnet mask

What's also missing are the DNS values!! This could be an issue.

It could be they are just not getting assigned. Have you tried to use your laptop on this same connection?

do an ipconfig /all  from the command prompt and have a look at the DNS values, if there arn't any then DNS is not getting assigned which would definately cause a problem.

Using a cable modem directly on the net is less save than having a firewalled router which I would recommend.
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mgross333Author Commented:
Sci-Fi-Sic,

(1) Regarding
> do an ipconfig /all  .....have a look at the DNS values, if there arn't any then DNS is not getting assigned which would definately cause a problem.

IF they are not getting assigned, what is the solution? Isn't Comcast responsible for this if DNS is set to auto in the PC's TCP/IP properties.

(2) Regarding
> Have you tried to use your laptop on this same connection?

I have no laptop AND have been in business full time almost 4 years and served 2500 customers with no laptop !. IT is rarely needed as it would serve no purpose in most jobs. And for the jobs that it would come in handy, there is usually a 2nd PC in the house. And on a few occasions I have gone to a FedEx Kinkos or UPS store and used their PC and returned to the customer.

However, I already realized the value of a 2nd PC here (during my first visit to this customer) and asked the customer if he had one and he said NO.

If he were paying me about double what he is, I might rent one JUST for this job but he is poor and cannot pay me much SOOO the above approaches plus the all-powerful Windows Repair install (which fixes an amazing variety of problems) will have to do.

(3) Also SCi-Fi-Sic, please reply as to whether Jazzlllcool's

ipconfig /flushdns
Instructs the network host to dump all cached DNS entries.

AND
ipconfig /registerdns
Instructs the network host to register its hostname and IP dynamically to the local DNS servers

MIGHT ACTUALLY FIX THE PROBLEM.  Jazzlllcool has not replied to me regarding this question.

Regards,
  Mike

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jazzIIIloveCommented:
Sorry, i was dealing with another question...

Well, i haven't seen your dns results...or am i missing stg?

Please apply those:
ipconfig /flushdns
ipconfig /registerdns

Those may solve your issue...
Do not apply combofix.exe yet...It's better see a hijackthis log...But i got your situation...So leave this stuff...

Best regards...
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mgross333Author Commented:
jazzIIIlove:,

I will do those two ipconfig commands first thing.

jazzIIIlove and Sci-Fi-Si:,

Regarding Sci-Fi-Si: saying that if ipconfig /all shows no DNS entries than that could be the problem.

IF this turns out to be the case, does that mean it is the ISP (Comcast)'s problem and I should call them
OR
could it still be a problem in the PC given that DNS is set to Auto in TCP/IP properties on the PC.

Regards,
  Mike
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Sci-Fi-SiCommented:
mgross333,

jazzIIIlove suggestion could fix the problem, however if you're not getting any DNS values from your ISP it's not really going to help, you could call them, find out what their DNS servers IP's are and put them in manually, this is a bit of a cludge but will fix the problem.

Shame about not having a laptop, there great for diagnostics in situations like this.

From your browser you can try:

http://209.85.171.99

Which will bring up Google.com, at least you can search from there.

Comcast.com is at http://68.87.60.144

If you're getting an IP address but no DNS then yes this is a problem with your ISP's RADIUS/DHCP server.
With some ISP you have to register your MAC address, this is different for every network card (NIC) in the world. It's possible if you had to replace a faulty card the new one isn't registerd with the ISP and it will not assign you a DNS server. Either way it doesn't look like it's your fault and a call to Comcast is the thing to do.

You could also try:

Start > Run > sfc.exe /scannow

This is a bit like a repair but doesn't take so long, it just checks the installed .DLL's against the windows originals and replaces any missing/ corrupt files.


All the best
Sci-Fi Si
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jazzIIIloveCommented:
>>Start > Run > sfc.exe /scannow
Yes, i forget to tell this...Thanks Sci-Fi-Si
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mgross333Author Commented:
Sci-Fi-Si,

(1) Please provide the ip address of Experts-Exchange.com as that would allow me to post here when I reach the customer site even if there is no internet

(2) Thanks for the clarification (especially the idea of calling Comcast and getting the ip addresses of their DNS servers AND THEN manually entering them in the tcp/ip properties) and for the sfc.exe /scannow command (although I have never had success fixing anything with that command but will try it here once again AND THEN the Repair Install if sfc does not fix it).

Regarding
> With some ISP you have to register your MAC address, this is different for every network card (NIC) in the world. It's possible if you had to replace a faulty card the new one isn't registerd with the ISP and it will not assign you a DNS server.

The problem occured with the original NIC card (on mobo), and also with the new NIC card so I removed the new NIC card and am using the original NIC card so REGISTERING THE MAC ADDRESS CANNOT BE THE PROBLEM as the customer had internet one day and not the next with the original NIC card.

Also I believe the MODEM is the object that must register its MAC address with Comcast, not the NIC card BECAUSE I have restored internet on about 10 PCs  by installing a PCI NIC card and after installing the driver, had internet without registering any MAC address with the ISP.

Regards,
  Mike
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mgross333Author Commented:
Regarding my question (1) in my post directly above this one, I googled and found that experts-exchange.com is 64.156.132.140 so if I post while I am there please reply ASAP. I will be onsite in about 30 minutes.

Mike
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Sci-Fi-SiCommented:
experts-exchange.com [64.156.132.140]

Try manually putting this into your DNS servers IP.
Comcast (national) Primary DNS Server. 68.87.64.196 Comcast Secondary DNS Server. 68.57.32.5

I just did a google on comcast DNS - Looks as though comcast are pretty rubbish at DNS!!

This should fix it.

The rest of this text you can ignore, but I typed it out and didn't have the heart to just delete it as it might come in handy one day.

:)

All the best
Sci-Fi Si


>The problem occured with the original NIC card (on mobo), and also with the new NIC card so I removed the >new NIC card and am using the original NIC card so REGISTERING THE MAC ADDRESS CANNOT BE THE PROBLEM >as the customer had internet one day and not the next with the original NIC card.

Not necessarily. If the original NIC was working for a time but then failed (this does happen - people tend to put too much trust in network-cards-never-fail) If the new network card never functioned properly, it would be extreamily likely that it would simply be a case of it's MAC address and the new card not being registerd with your ISP. No new network card would work until it's MAC code was registerd with Comcast. (If you tried a dozen new network cards you would have the same problem and it would be highly unlikely that all of them were broken)

If your broadband account came with a CD, it might be worth uninstalling the package and re-installing it with the new NIC. Theoretically, the install should register the MAC of your new card with Comcast and you'd be up and running again.

If you don't have the install CD, there is a way to work around this manually which I describe below.

>Also I believe the MODEM is the object that must register its MAC address with Comcast, not the NIC card >BECAUSE I have restored internet on about 10 PCs  by installing a PCI NIC card and after installing the driver, >had internet without registering any MAC address with the ISP.

No. Your modem is a modem. Its only a modulator of the signal I/O, it does not have a network interface nor a MAC address. Also remember a lot of ISP's do not require MAC authentication which is why you may not have seen this problem before. (unless you're always dealing with Comcast as an ISP)

To get round any problems your ISP might throw at you is to download a utility called SMAC. This will allow you to spoof the MAC address of your old NIC.

With your old NIC card active do an ipconfig /all. You will get something like this:

   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Broadcom 802.11 Multiband Network Adapter

   Physical Address. . . . . . . . . : 00-1A-4C-8C-BD-A2 - This is your MAC address. Copy this down
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : fe80::b5ba:28b2:e14f:3cf8%11(Preferred)
   IPv4 Address. . . . . . . . . . . : 192.x.x.x(Preferred)
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Lease Obtained. . . . . . . . . . : 05 November 2008 06:40:20
   Lease Expires . . . . . . . . . . : 13 November 2008 06:40:19
   Default Gateway . . . . . . . . . : 192.x.x.1
   DHCP Server . . . . . . . . . . . : 192.x.x.2
   DNS Servers . . . . . . . . . . . : 192.x.x.2
   NetBIOS over Tcpip. . . . . . . . : Disabled

Then install the new NIC and disable the old card on the mobo.

Run SMAC and use the MAC address of your old card which will be 'spoofed' on to your new card. This way your ISP will validate your connection and assuming their RADUIS authentication and DHCP servers are working correctly you will be assigned a WAN IP address and (hopefully) DNS servers.


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mgross333Author Commented:
I was at the customer site last night for 2 1/2 hours. Still no internet.
(1) ipconfig /all showed 3 DNS addresses which eliminated one of the proposed solutions above.

(2) I did the ipconfig /flushdns and ipconfig /registerdns
commands and the first said it worked and the second said it initialted my request and I had to wait 15 minutes to see if there were any errors. I waited 30 seconds, tested internet and it was not there.

(3) I did a system restore to the day before the problem began and the system restore failed to restore which happens about 1/2 the time in my experience.

(3) I called Comcast and checked the 3 DNS addresses, they said the 3rd one was bad and that was my whole problem. (I BELIEVE THAT IS INCORRECT ADVICE AS IT GOES FIRST TO THE TOP SERVER THEN THE 2ND AND THEN THE 3RD making it unlikly that THE 3RD BEING WRONG was the cause of no internet.)  The Comcast tech said this was 100% due to my customer having Norton Antivirus on his PC and that Norton would not allow the Auto DNS setting to work when Comcast periodically changed their DNS servers AND THAT THIS WAS A KNOWN PROBLEM at Comcast support and ALSO that this was the reason Comcast provided their customers FREE Mcafee instead of free Norton.

He said to UNINSTALL NORTON COMPLETELY and (reinstall later), then do the  ipconfig /flushdns and ipconfig /registerdns commands and THAT I DID NOT HAVE TO WAIT 15 MINS AFTER THE 2ND ONE; if the 2nd one worked it would IN ACTUAL PRACTICE quickly come back and say it suceeded and to reboot my PC.

I removed Norton, and the 2nd ipconfig did not quickly tell me to reboot AND STILL NO INTERNET.

Next I did manual DNS and put in the first 2 (working) DNS ip addresses and Ok'd that and still no internet.  I rebooted and still no internet.

Then I noticed that the 2nd line in the ipconfig /all output, Primary DNS Suffix was blank. Comcast support said that was the entire problem from the start and I had to reinstall Windows to fix it. It was late so I went home.

At home I found on my office PC that the Primary DNS Suffix was blank ALSO and I HAVE COMCAST and I HAVE PERFECT INERNET !!! Can you believe it !!!

Overall the Comcast tech WASTED 2 HOURS OF MY TIME LAST NITE.

I will return today and do a Repair install (based on good experience with this restoring internet because it wipes out most of the OS) and then reinstall Norton.

Mike
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Sci-Fi-SiCommented:
Dude, you've had a real episode with this one. It's jobs like this that make me wish I was a gardener or something. At the end of the day is it worth it? well done for sticking in there though.

Backup, Format and reinstall.

It's hard to believe jobs can get this bad, still we all feel for ya' Mike.

Si
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jazzIIIloveCommented:
that' s a really sad thread...really...
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mgross333Author Commented:
I've assigned points as the info may be useful to me in the future.
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