We help IT Professionals succeed at work.

Cannot access Internet with IE or Firefox

Rhiaanon44
Rhiaanon44 used Ask the Experts™
on
Hi Experts. I am unable to access the internet from home. I have an IBM Thinkpad and it is showing a WiFi connect but when I try to open either IE or Firefox the pages will not load I cannot ping either. Also the send (hi) to receive (very low) byte ratio is way off. My other 2 laptops open IE and Firefox without an issue. This issue started yesterday.

Thanks in advance for your help!
Comment
Watch Question

Do more with

Expert Office
EXPERT OFFICE® is a registered trademark of EXPERTS EXCHANGE®
Business Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018
Commented:
Can you connect properly with an Ethernet cable?  If not, that is one sign of malware. Check thoroughly for malware and in particuler for Conficker

http://www.confickerworkinggroup.org/infection_test/cfeyechart.html

Also, look in c:\windows\system32\drivers\etc for your hosts file and make sure there are no entries except comments in it.  You need to be admin to open/edit this file.

... Thinkpads_User
try ping to your AP / router / other PCs on your network with IP address and see if it's really connected
use ipconfig /all to check whether u get a correct IP address (in the same subnet of your other laptops)
ping yahoo.com to check whether the DNS resolved correct IP address for yahoo server
try boot in safe mode with network and see whether u can ping the above

Author

Commented:
Hi, I tried with the Ethernet cable still no access. Also checked hosts file and no entries. I will check for malware.  Should I check the registry?
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
If you cannot access with Ethernet (simplest possible connection) and also wireless, then malware is now the most likely culprit (especially since it just started yesterday)  ... Thinkpads_User
I wouldn't worry about the registry specifically.  Some things might require that but certainly not yet.

Download Malwarebytes AntiMalware from http://www.malwarebytes.org/ and not some "sound alike"....
Install it.
Update it.
Run a Quick Scan first.
If it finds nothing then it's not so likely there's a parasite.
If you still have trouble then run the Full Scan.
You may need to install and run in Safe Mode first if there's a bad one...
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Also, when malware gets bad, or if something else corrupted the operating system this deep (no ethernet), it may be fastest overall, and the most reliable, to backup all your data, wipe clean and re-install Windows.
... Thinkpads_User
Ii agree with Thinkpads_User.  There are lots of situations where this makes sense - like simple, standard workstations with few confured devices and applications.  When there's an investment in configuration and applications then it can be worth a cleanup job.  I'm successful over 95% of the time that way and have only had a couple of "repeats" due to incomplete cleanups.  And, I've certainly done clean installs from time to time.  Usually that's when the OS seems truly broken.  But not having browsers work is a fairly common problem that's generally fixable.  So, the choice is yours and will depend on the resources at your disposal.

Author

Commented:
Hi all. I install malwarebytes from a usb and ran it. I have 3 trojan.gen that are in HKEY Local machine foe the firewall, ant-virus. Also, one attached itself to a file. Malwarebytes removed them and requested I do a reboot. Now the screen is flickering and the icons are smaller. I could not open Malwarebytes again. Time to do a clean install, right?
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
The intent of malwre is to wreck machines. So based on all we have done together here, yes, a clean install is most probably in order at this point. ... Thinkpads_User

Author

Commented:
Thank you all for your assistance! It is greatly appreciated.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
You are most welcome. I was pleased to help and good luck going forward. ... Thinkpads_User
Before you do that, I'd run Malwarebytes in Safe Mode UNLESS a reinstall is going to be painless.  If it's going to be  painless then don't hesitate any longer.