Network Connection but Internet

dcastronw
dcastronw used Ask the Experts™
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I have a valid IP Address, Windows Updates runs (now), Internet Explorer (64 bit) is working seeing as I am using it now to Ask this question, but no other application can seem to access the internet.

I have confirmed the TCP/IP connection, I have completed a Malwarbytes scan ...but don't know what else is going on here.

I had trouble with Windows updates not running (and sfc /scannow produced an error) before I completed a manaul fix for the Windows Module Installer.  Now I can see updates, run updates and sfc /scannow works but found not integrity issues.

But, my windows features are still blank and no other application besides IE (64 bit) can see that I have network connection
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can you do a start->run->cmd hit enter
and then type

tracert www.bbc.co.uk and tell us the results please

Author

Commented:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Windows\system32>tracert www.bbc.co.uk

Tracing route to www.bbc.net.uk [212.58.244.71]
over a maximum of 30 hops:

  1     1 ms     2 ms     8 ms  Wireless_Broadband_Router.home [192.168.1.1]
  2    13 ms    14 ms    17 ms  L100.WASHDC-VFTTP-49.verizon-gni.net [72.83.149.
1]
  3    12 ms    12 ms    10 ms  G0-3-4-6.WASHDC-LCR-22.verizon-gni.net [130.81.1
82.120]
  4     9 ms    84 ms    27 ms  ae0-0.RES-BB-RTR1.verizon-gni.net [130.81.209.11
4]
  5     9 ms    13 ms     8 ms  0.ae2.BR2.IAD8.ALTER.NET [152.63.34.73]
  6    11 ms    14 ms    11 ms  ae17.edge1.washingtondc12.level3.net [4.68.62.13
7]
  7    22 ms    10 ms    12 ms  vl-3602-ve-226.ebr2.Washington12.Level3.net [4.6
9.158.38]
  8    16 ms    13 ms    14 ms  4.69.148.49
  9    85 ms    80 ms    82 ms  ae-43-43.ebr2.London1.Level3.net [4.69.137.73]
 10    81 ms    82 ms    86 ms  ae-58-223.csw2.London1.Level3.net [4.69.153.138]

 11     *        *       85 ms  ae-2-52.edge4.London1.Level3.net [4.69.139.106]

 12    81 ms    81 ms    83 ms  BBC-TECHNOL.edge4.London1.Level3.net [212.113.14
.222]
 13     *        *        *     Request timed out.
 14    88 ms    90 ms    90 ms  ae0.er01.telhc.bbc.co.uk [132.185.254.109]
 15    84 ms    85 ms    84 ms  132.185.255.148
 16    86 ms    87 ms    83 ms  bbc-vip116.telhc.bbc.co.uk [212.58.244.71]

Trace complete.
Imal UpalakshithaIT System Administrator

Commented:
if you encounter this error recently, use system restore first.
Update to windows 7 sp1 by using update package. Best method is boot computer with sp1 bootable cd & select upgrade option at there
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JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Look in c:\windows\system32\drivers\etc\hosts .   There should be nothing but comment lines in the hosts file. Entries there may be blocking access to sites.

Check the Properties of your Network Connection (the TCP/IP connection) and make sure you are getting DNS automatically. I assume you are connected through a router and you want your DNS to come from router.

Use this page:

http://support.microsoft.com/kb/299357

to reset your TCP/IP connection.

.... Thinkpads_User

Author

Commented:
I tried system restore, before I got the Windows Module Installer fixed, and it failed.  I don't have a SP1 disc.  If I have no other choice, I will obtain one.  Any other direction for this trouble?  Thanks in advance!
the tracert is good as it means that you can go to other sites, can you go to lets says argos.co.uk or http://uk.linkedin.com/ if not then i have good news for you.

you need to download tcp optimizer (http://www.speedguide.net/downloads.php) free and change your mtu size for all your network adapters from whatever it is to a value between 1250 and 1400.

you need to run the program with admin privileges and restart your pc.

let me know how that turns out.

Author

Commented:
I just want to confirm ...that you are suggesting I run this tcp optimizer although I can get to the internet with the 64 bit IE?  Thanks, Dione
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Try resetting TCP/IP first. I do not use any third party products to make Internet work on my Windows 7 machines.

Also please let us know about hosts.
... Thinkpads_User

Author

Commented:
To Thinkpads_User ...the host file is all commented out.  The TCP/IP is set to automatic.  Also, the KB article FixIt that I downloaded didn't seem to do anything, as well as no difference from the manual steps in that KB article.  Thanks, Dione
yes you are correct that is what i am saying....to use the tcp optimizer to reduce the size of your MTU

Author

Commented:
If I read the above article correct, to check the MTU ...it appears to already be at 1500.  I could just the manual method to reduce it, right?  What number should I reduce the MTU?
Capture.JPG
1300
Business Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018
Commented:
If you are using Cable, and MTU of 1500 is correct. If you are using DSL, you might consider 1492 or a bit less. I have not had to go to an MTU of 1300. Right now my MTU is set for 1500 and browsing is fine.

You may need to consider that the virus repair was not completely successful and that you still have malware somewhere. Otherwise, Windows Features would not be blank, especially after running System File Checker (your first post).

.... Thinkpads_User
Thinkpad that is the case usually but from experience I know that 1300 is the solution to issues like that if there are no viruses, it did not hurt to try as the tcp optimiser it gives the option to restore your settings if you wish
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I get 21Gigabits/sec through both my Windows machines hooked up to my cable modem, so I haven't felt the need to optimize it.

However, the problem machine here may require it.

... Thinkpads_User
Ha ha :-). If you try to make me jealous you are doing a good job:-)

Author

Commented:
xmlmagician ...I found manually command line to change the MTU.  So, is the 3rd party app still necessary?

I ran "netsh interface ipv4 set subinterface "Local Area Connection" mtu=nnnn store=persistent" to change it

I ran "netsh interface ipv4 show subinterfaces" to confirm

Not good enough?
If it worked and changed the size for all adapters it is fine. Check the the size is the one you set it too and try to launch any other program that requires the Internet.

I will be offline for the next two hours ish so I am not ignoring any comments
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
@dcastronw - You can try disabling IPv6. With Windows 7, this should not be necessary, but other people have disabled it and that has helped in their circumstances.

... Thinkpads_User

Author

Commented:
Okay Thanks!  I did confirm the size got changed for the adapter that I am using ...also, I changed the other two.  But, still not able to access internet from any other application but IE 64 bit.  :-(  Any recommendations for antivirus besides AVG (which is supposedly installed but not recognized after the attempted restore, that looks like it partially restored) or malware remover (since malwarebytes claims all clean)?

Author

Commented:
Thanks Thinkpads_User.  I did go into the adapter properties and unchecked the IPv6.  Is this what you mean?  Thanks!
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I did go into the adapter properties and unchecked the IPv6

Yes, that is what I was referring to. .... Thinkpads_User
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Any recommendations for antivirus besides AVG

I have had to uninstall AVG at clients for the lack of protection it offered. The newest paid consumer version of name brand A/V should be fine. I use Symantec Endpoint Protection which is a Corporate product, but Norton Internet Security works well (NOT Norton 360).

.... Thinkpads_User

Author

Commented:
How do you feel about TrendMicro or McAfee?
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
The paid versions are both decent products, so any of the three here (Trend, McAfee, or Norton) should work for you.

.... Thinkpads_User
Hi OP

You could try the eset online scanner which I think is very good, there are other online scanners but I like eset better. By the way I am not affiliated or working for eset (I wish):-)

Author

Commented:
Thanks!  I've installed Trend Micro already (Antivirus+ 2013).  It installed and appears to be running, but I cannot open the Console.  I launch it and it just does nothing.  :-(  I am going to need to reinstall, aren't I?  :-(
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018
Commented:
I think you have some sort of of operating system corruption, and so, yes, for good reliability forward, a fresh install is in order. Don't forget to backup first
.... Thinkpads_User
If you have the files backed up I would agree with it, it will save you time in the long run

Author

Commented:
Okay, should be last question ...a full reinstall ...not a repair using the disc ...right?  Thanks all, Dione!
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Full reinstall, yes. That is the best thing here.
.... Thinkpads_User
Imal UpalakshithaIT System Administrator

Commented:
just download windows 7 sp 1 & try to instal it. Bacup files recomended
Imal UpalakshithaIT System Administrator

Commented:
sp 1 update package.try it wil success some times

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