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Windows 7 - network connection OK but no internet access

Posted on 2013-12-19
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Last Modified: 2013-12-28
I have a strange problem.

I have a Windows 7 Professional desktop PC that is set to use DHCP.

The desktop gets an IP address, gateway address & DNS server from the local router. I can ping the router and other devices on the local network can ping this desktop but there is no internet access (can't ping an external FQDN). In this case the ping returns "destination unreachable".  In the task bar I see the network name but with the "no internet access" label.

I have tried both Internet Explorer and Chrome. There is no proxy server in use. I have turned off the anti-virus (AVG) and windows firewall but with the same result.

The network card is a Realtek PCIe GBE Family controller. I have checked in Device Manager and there are no conflicts.

The OS is 32 bit Win7 Professional.

Any suggestions as to what to try next ?
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Question by:tigger44
8 Comments
 
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Assisted Solution

by:joinaunion
joinaunion earned 150 total points
ID: 39730162
Can you post a screenshot of ipconfig please? Thanks.
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Assisted Solution

by:amclaughlin01
amclaughlin01 earned 150 total points
ID: 39730200
ipconfig would definately help.

The No Internet Access would indicate that that you are being stopped at the router/gateway.

Have you tried to ping an external address by IP, for instance 4.2.2.2 or your providers dns IP address?  This will indicate whether it's a DNS issue or routing.

Have you tried to log into your router to verify that it can get out?  Or are other devices able to get out?

And has this worked in the past and suddenly stopped working or not ever worked?
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LVL 2

Assisted Solution

by:mcj2006
mcj2006 earned 100 total points
ID: 39730399
What kind of router?
Try swapping the port your "no internet" computer is plugged into with a port that a device with internet access is plugged into. That should tell you if its the router or computer.

If that doesn't work I would run command prompt as administrator and try the following commands
netsh interface ip reset
   (this will reset your tcp stack)
arp - d  
   (deletes arp cache and will repopulate automatically)
route -f
   (clears computers routing table  )
ipconfig /flushdns
   (flush and reset a dns resolver cache.)
 
reboot
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Author Comment

by:tigger44
ID: 39730500
Thanks for the comments.

Yes the desktop has worked OK in the past then stopped working.

It is definitely the computer and not the router. I have connected a laptop to the same cable (using DHCP) and this works fine. The router is a BT Home Hub v4 (supplied in the UK only).

I'll try the other suggestions and will add further comments as soon as I can, (but this might not be for a few days).

Thanks again.
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LVL 1

Assisted Solution

by:danieljanderson1234
danieljanderson1234 earned 100 total points
ID: 39733224
Delete the network card in device manager.
Reboot and let it be found again.

Maybe???
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Accepted Solution

by:
tigger44 earned 0 total points
ID: 39737466
Many thanks to all the experts for their comments.

The PC was located on a different site which has delayed doing the follow-up.

On checking the ipconfig results then there was an error showing in the results for the default gateway. This displayed Default Gateway 0.0.0.0 and on the next line 192.168.0.1 (the correct value).

On doing some Google seraching there is a Microsoft support article referecing this. See http://support.microsoft.com/kb/970313. I am not sure Apple's Bonjour service was the cause but this was installed on the desktop.

Following the steps in the article then using a command prompt (promoted to administrator) then I issued the instruction route delete 0.0.0.0 and now all is well...

I'll try and allocate points across all those who commented on the question. Thanks again for your help.
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Author Comment

by:tigger44
ID: 39737475
Hopefully the information will be helpful to other.
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Author Closing Comment

by:tigger44
ID: 39743331
Seeing the incorrect entry in the default gateway IP addresses was the key to solving the problem. The experts comments encouraged me to look here at the next opportunity.
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