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Windows 8 PC won't browse the internet although connection is fully operative

Posted on 2014-02-19
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Last Modified: 2014-05-08
Hi. So this customer of mine has a W8 PC which refuses to browse the web. Whether you use an ethernet or wifi connection the problem is the same: the PC can ping google.com or any other website, but it just won't browse.

I checked for proxies, I tried with more than one browser, I checked multiple times all network configurations, everything's normal and the PC connects with no problem to my network.

I managed to momentarily fix the issue by having the customer input these command lines:
ipconfig /flushdns (I don't think it was actually useful)
netsh int ip reset resetlog.txt

The next day the issue was back, though.

The customer lives about 90km away and I usually give him remote assistance. Right now I can only work giving him instructions by phone.
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Question by:Daniele Brunengo
15 Comments
 
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Expert Comment

by:comfortjeanius
ID: 39871181
ipconfig /flushdns

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ipconfig /registerdns

Open in new window



Plus check the host file to make sure there no added entries in the file

windows key + c

Type: %systemroot%\system32\drivers\etc\  -------> press Enter

Right-click on the host file and open it with text pad or notepad.


Plus check to make sure you are obtaining DNS server automatically

windows key + r

type: ncpa.cpl  -------> press Enter  -----> Right-click on the Ethernet or Network adapter icon ------> Properties  ----------> Under "This connection uses the following:"  scroll down "Internet Protocol Version 4"  ---------> Properties  ---------> "Obtain DNS server address automatically"
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LVL 16

Expert Comment

by:gurutc
ID: 39871392
I'm thinking it's a browser problem.  Does the pc open any web pages on your LAN?

- gurutc
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LVL 18

Expert Comment

by:web_tracker
ID: 39872270
I would scan for malware or viruses.
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Author Comment

by:Daniele Brunengo
ID: 39872577
I already scanned for viruses, no go. And network settings such as ipv4 are fine. No browser works.

The only thing I didn't try was checking the hosts file. As soon as I get ahold of my customer I'll try to guide him by phone.
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LVL 92

Expert Comment

by:nobus
ID: 39872650
did you reset IE to default settings?
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Author Comment

by:Daniele Brunengo
ID: 39872672
I tried IE, chrome and firefox. All reset to defaults.
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LVL 92

Expert Comment

by:nobus
ID: 39873059
did you run roguekiller, and mbam?
http://www.malwarebytes.org/mbam.php                         MBAM
http://majorgeeks.com/RogueKiller_d6983.html                  Roguekiller
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Author Comment

by:Daniele Brunengo
ID: 39873268
I ran Adwcleaner and Combofix. I'll try your suggestions too, to be on the safe side.
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Author Comment

by:Daniele Brunengo
ID: 39874465
Update: I'll wait for the customer to bring me the computer. We're too far apart for me to try anything else.
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LVL 92

Expert Comment

by:nobus
ID: 39876069
ok ; post results
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Author Comment

by:Daniele Brunengo
ID: 39914498
Still waiting.
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Accepted Solution

by:
Daniele Brunengo earned 0 total points
ID: 40039078
Ok, I finally got my hands on the laptop. It worked in my lab though, while it didn't work in my customer's home. BUT all other devices work at his home.

Since my customer won't pay my trip to his home, I've decided to hit it hard: seeing as the laptop had full W7 drivers available, I made a full format and installed W7. Seems to be working fine right now.

Thanks for all your suggestions, some of them I didn't know about and may come in handy in the future.
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LVL 92

Expert Comment

by:nobus
ID: 40039148
hey you don't have to use the "rough manners" on us !
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Author Comment

by:Daniele Brunengo
ID: 40039346
:)
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Author Closing Comment

by:Daniele Brunengo
ID: 40049821
I solved it using rough manners.
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