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New Windows 7 install can't get past router

Posted on 2011-09-19
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Last Modified: 2012-05-12
I have just reinstalled Windows 7 Home Premium on a Toshiba Satellite C655D-S5130.  After installing the driver for the wired network device (Atheros AR8152/8158 PCI-E Fast Ethernet Controller NDSI 6.20) the laptop can obtain an IP from the cable router.  However, the laptop won't connect beyond the router.  The network troubleshooter constantly asks for the router to be rebooted and I have done that twice.  However, I am typing this on a different laptop running Windows 7 Home Premium running through the same router so I don't see how the router could be the problem.  I also installed a USB wired network dongle and tried using it but I get the same results (ASIX AX8772 USB2.0 to Fast Ethernet Adapter-Trendnet TU2-ET100).  

Ipconfig /all on the laptop shows a proper IP address and netmask assigned and that the default gateway is recognized.  It shows that DHCP is enabled and autoconfiguration is enabled.  It also shows NetBIOS over TCPIP is enabled.  The Device Manager says the network adapter is working properly.  

The laptop is using Windows firewall but I have turned that off and tried it and still get the same results.  There is no anti-virus software installed, yet.  

The message I keep getting from Windows is, "Your broadband modem is experiencing connectivity issues."  Then it asks me to restart the modem.

Can anyone shed any light on this situation?
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Question by:cbecker001
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Expert Comment

by:SuperTaco
ID: 36564356
have you tried updating the NIC driver/  download the driver to a USB drive.
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Author Comment

by:cbecker001
ID: 36564404
I'm using the latest driver for the Atheros built-in wired NIC.  I tracked down the latest driver a second way online and tried to install it but Windows recognized that I already had the latest driver installed.
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Expert Comment

by:SuperTaco
ID: 36564407
What about an unistall and re-install of the NIC?
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Author Comment

by:cbecker001
ID: 36564441
I guess I haven't done that yet, but I have installed an entirely different NIC and gotten the exact same results.
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Assisted Solution

by:ded9
ded9 earned 50 total points
ID: 36565240
There is an option in your router in which you need to add the mac address of the computer in order to connect...i hope it is not config that way.

If yes add the mac of the computer and check...

Can check in safe mode with networking ...if it works then the problem might be caused by your security software....uninstall your security software and check.


If nothing works then reset the router to factory defaults and then check.



Ded9
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by:ded9
ID: 36565338
i mean the mac address of the NIC card.


Ded9
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Author Comment

by:cbecker001
ID: 36568170
I am securing access to the router by MAC address on the WIRELESS side.  However, with this problem laptop, I am only connecting via the wired side of the router which is NOT secured by MAC address.

I don't know what security software you might be referring to.  This is a fresh install of Windows 7 Home Premium--nothing else has been installed yet.  The only 'security' software I can think of would be the Windows firewall.  And, I've tried this with the Windows firewall off AND on.

Resetting the router to factory defaults would be inconvenient because of all of the stored MAC addresses on the wireless side.  And, I don't see why the router would be the problem when other computers can access the internet through the router just fine.  AND, one of those is a laptop running Windows 7 Home Premium.  And, I have computers successfully accessing the internet through the router on both the WIRED and WIRELESS parts of the router.

I will try this via Safe Mode with Networking and see what I get.

I'm not trying to be difficult--I appreciate the suggestions.  I just want to make sure that I am progressing in a logical manner.
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Expert Comment

by:johnb6767
ID: 36570735
I am assuming you can ping your own ip.....
Can you ping the router?

Is there a firmware upgrade?

Any chance there might be some advanced settings out of whack?

Is ipv6 enabled and bound to the NIC?
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Author Comment

by:cbecker001
ID: 36571151
I CAN ping my own IP address.
I CAN ping the router's IP address
The firmware is up-to-date.
I have tried this with IPv6 both enabled and disabled.

I've set up my existing Windows 7 Home Premium laptop next to the malfunctioning laptop so I can compare settings.  I'll let you know if I find anything.
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Author Comment

by:cbecker001
ID: 36576284
I took the laptop to work and plugged it into an internet connection consisting of a different cable router but the cable modem and service come from the same provider as at home.  The laptop connects to the internet on its own.

That seems to imply that the problem is with my router at home (or the cable modem)--but, if so, why does it work at home for my other Windows 7 Home Premium laptop?
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Assisted Solution

by:johnb6767
johnb6767 earned 450 total points
ID: 36578174
Internet Connectivity Evaluation Tool
http://www.microsoft.com/windows/using/tools/igd/default.mspx

Might want to check this out.....

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Author Comment

by:cbecker001
ID: 36581268
That tool looks very promising.  I'm going to use it to evaluate my situation at home as soon as possible.

So far, the problem laptop is at work getting up-to-date on Windows patches.  Obviously internet connectivity is fine here.  

I'll post more as soon as I get more information.
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Expert Comment

by:ded9
ID: 36581278
Did u try safe mode with networking.



Ded9
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Author Comment

by:cbecker001
ID: 36581354
No, ded9, I forgot to try that.  I'll give that a try tonight, also.  Thank you for reminding me.
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Author Comment

by:cbecker001
ID: 36584343
I ran the following tool from Microsoft on my Windows 7 Home Premium laptop:

Internet Connectivity Evaluation Tool
http://www.microsoft.com/windows/using/tools/igd/default.mspx

All 6 tests reported that my router 'supported' what they tested.
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Assisted Solution

by:johnb6767
johnb6767 earned 450 total points
ID: 36584887
grrr....

I havent run it in a while, but did it specify an MTU that was being used?

SG TCP Optimizer
http://www.speedguide.net/downloads.php

Digging way into the archives now... I believe this will do an MTU discovery, and see if you can get anything from it... Might try reducing it even.....

Theres also alot of Advanced features in the Windows 7 stack, but that should have been discovered with the first tool....

Did you also run the first one while AT home?

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Author Comment

by:cbecker001
ID: 36584954
I'm not sure what all I can do with that SG TCP Optimizer tool.  It appears to tell me my MTU is 1500 and when I run "Largest MTU" tests on different websites it recommends setting the MTU at 1500.

I ran the first tool AND this one at home.

However, the problem laptop is still at work applying Windows' patches so I'll have to check the safe mode with networking tomorrow.

All the computers at home work fine on the web--only the freshly installed laptop seems to have problems when it is connected here.
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Expert Comment

by:johnb6767
ID: 36585009
And are you sure the Windows (and third party) Firewalls are completely disabled?
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Author Comment

by:cbecker001
ID: 36587496
There are no third-party firewall or security software packages installed, yet.  And, I tried to access the internet with the Windows firewall both enabled and disabled.  I disabled it through the normal method via Control Panel.
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Expert Comment

by:johnb6767
ID: 36590762
Dont happen to have an extra broadband router laying around the house do you?
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Accepted Solution

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cbecker001 earned 0 total points
ID: 36596564
Well, I've figured out that the issue is with my cable router.  I plugged the laptop directly into my cable modem and the laptop connects to the internet fine.  So, multiple PCs with Windows XP, Windows 7 Home Premium, and Windows 7 Ultimate work through my cable router, but not this one laptop running Windows 7 Home Premium.
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LVL 66

Expert Comment

by:johnb6767
ID: 36597040
Odd.....

Only thing I can see is that if you were wireless, MAC filtering would come into play.... But wired.... Couldnt tell you....
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Author Closing Comment

by:cbecker001
ID: 36898963
I graded my solution as a C because, while I found a workaround, I never did find the reason that the router was causing the internet connectivity problem.  The comments from everyone were helpful, though.  I gave points to them and I hope my grading my own solution as a C doesn't reflect on anyone else.
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LVL 66

Expert Comment

by:johnb6767
ID: 36901574
I am glad you found the problem, but keep in mind....

Grading anything less than a B is typically not desirable. Slot of Experts would indeed be very unhappy with it. Even when finding your own solution, nothing less than a B should be offered. It has no bearing on YOUR points, but Experts do receive additional points (multipliers) based on the grade you assign. If it is anything less than an A, the experts should be given a chance to earn it back up to the a grade...

Doesn't bother me, I have enough, but wanted to pass it along for future questions you open...
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Author Comment

by:cbecker001
ID: 36903185
Thank you johnb6767.  That is exactly what I wanted to know.  I'm going to attempt to change this now.  I know you aren't asking me to, but I really want to.
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