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Can see WiFi networks, but can't connect

Posted on 2016-09-08
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Last Modified: 2016-10-24
Hey experts,

I have an ASUS R552J laptop in front of me which can see and connect to WiFi networks, but cannot browse the internet.

I've tried updating drivers, but this hasn't seemed to work.

I've also tried removing devices from Device Manager, even to the point of removing drivers. Interestingly, the LAN device is no longer connected (until I reinstall drivers via USB), but the WiFi adapter (Qualcomm Atheros...) popped back up after removing it and deleting all the drivers. That seems a bit suspicious, doesn't it?

The internet cxn at the site where this machine is being tested is working just fine, as are all network devices on it (switches, APs, etc).

This is a Windows 8 machine which underwent the Windows 10 upgrade, which I'm sure has a part to play in all this.

Let me know if you require any further information... awaiting your collective brilliance to help solve this one.
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Question by:Servant-Leggie
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15 Comments
 
LVL 95

Accepted Solution

by:
John Hurst earned 125 total points (awarded by participants)
ID: 41790558
The LAN device is your Ethernet connection. Did you have Ethernet connected?

the WiFi adapter (Qualcomm Atheros...) popped back up after removing it and deleting all the drivers.

I am not sure what the other drivers have to do with this. The Atheros driver should come back after Full Shut Down and start up.

What it appears to be is that there is not a Windows 10 ASUS driver for the Atheros card. Check their website for updates.
0
 

Author Comment

by:Servant-Leggie
ID: 41790567
Thanks for your prompt reply, John Hurst.

"The LAN device is your Ethernet connection. Did you have Ethernet connected?"

That's correct. Both the ethernet and WLAN connections had been tested, neither of which was able to connect to the internet.

"What it appears to be is that there is not a Windows 10 ASUS driver for the Atheros card. Check their website for updates."

This was my conclusion as well and I did some searching. However, the ASUS website had no Windows 10 network-related drivers for this machine and when I searched for Qualcomm directly, I found nothing on their site and only other sites (one claiming to be the "unofficial Qualcomm driver support site") which looked suspicious enough to avoid. If you have a suggestion on a trusted site to visit, I'm all ears.
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LVL 95

Assisted Solution

by:John Hurst
John Hurst earned 125 total points (awarded by participants)
ID: 41790568
That's correct. Both the Ethernet and WLAN connections had been tested

Thank for the clarification which is additional to the Question Title.

Please run a TCP/IP Reset, DNS Flush and then let us know if this helps.

Open cmd.exe with Run as Administrator
Then  netsh int ip reset c:\resetlog.txt
Also, ipconfig /flushdns followed by net stop dnscache followed by net start dnscache
Then restart the computer
0
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LVL 13

Assisted Solution

by:akb
akb earned 125 total points (awarded by participants)
ID: 41790577
I had a similar problem with my Windows 10 laptop a couple of days ago, which I recently upgraded from Win 7. I was away from home and trying to tether it to my Samsung Galaxy phone. I did this many times when it was Windows 7 without problems.
When I tried with Windows 10 it would reject the connection to the phone several times. Eventually it would connect but was unable to browse the internet. I tried restarting the laptop and phone without success. I tried again the next day and it all worked perfectly and has done ever since.
I'm at a total loss as to what the problem was. I had updates disabled so I don't think it was that.
If the reset,etc as suggested by John doesn't work it might be worth trying to connect to a different wireless network to eliminate the wifi router as the problem.
I know you said "which can see and connect to WiFi networks" but have you tried connecting to more than one?
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Author Comment

by:Servant-Leggie
ID: 41790583
akb, I just tried this to rule it out but found that another known-working network produces the same results.

John Hurst, I'll give that a try shortly and will let you know how I go.
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LVL 88

Expert Comment

by:rindi
ID: 41790804
Check your hosts file, it may have been changed by malware. Also check your network settings, you may have setup a proxy.
0
 
LVL 23

Assisted Solution

by:Danny Child
Danny Child earned 125 total points (awarded by participants)
ID: 41793489
Does it make a difference if you connect on a wire to the router?  If that works, get all available Updates (including Optional) multiple times until none are left.

Have you tried different browsers?
0
 

Author Comment

by:Servant-Leggie
ID: 41795317
John Hurst, I tried the TCP/IP reset and DNS flush but unfortunately this didn't resolve the issue.

rindi, there is no record of a proxy set up within network settings. When I look at the host file, there is only information on lines commencing with #

DanCh99, connection to wired or wirless LAN produces the same results, I'm sorry to say. The machine has IE, Microsoft Edge and Chrome installed and none of them can connect.

Ping tests through CMD to google.com, etc produce the response, "Ping request could not find host <whatever website I asked to ping>. Please check the name and try again." When I ping local IPs (let's say 192.168.0.1 for the router), I now get "PING: transmit failed. General failure." on each line. I ran ipconfig /all from an elevated CMD window and found that I'm getting the following lines of information:

Windows IP configuration
Host name..... : <the host name>
Primary Dns Suffix ..... : <this is blank>
Node Type ..... : Hybrid
IP Routing Enabled ..... : No
WINS Proxy Enabled ..... : No

I then went to the registry (HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\ Services\Tcpip\Parameters\IPEnableRouter) and changed the value from 0 to 1. I then went to services and changed the 'Routing and Remote Access' startup type from disabled to automatic, applied the settings and then attempted to start the service. Windows took 1-2 minutes to attempt this, saying at the end of it that the service had started and then almost immediately stopped again.

After a PC restart the service is showing as stopped, but in inconfig /all it's showing that IP Routing is now enabled. Despite that, ping and browsing results are unchanged.
0
 
LVL 28

Assisted Solution

by:masnrock
masnrock earned 125 total points (awarded by participants)
ID: 41796174
You can try going straight to the manufacturer of the wireless card and downloading a Windows 10 driver from them. Sometimes manufacturer drivers work better on a system than included ones.
0
 

Author Comment

by:Servant-Leggie
ID: 41799111
masnrock, thanks for that suggestion. While I'd attempted this previously, I was about to give it a try but decided to run another ESET Smart Security scan on it first. I installed the full version as the Live installer would obviously not work and then, hey presto, the WiFi can access the internet again (even before any scanning activity has commenced! Any idea what caused this (I mean, I'm grateful that it's working, but am dubious at the fact that nothing notable seemed to occur. I don't want to have it happen again because it's not really fixed!
0
 
LVL 13

Expert Comment

by:akb
ID: 41799119
Sounds exactly like my problem as I described earlier.
I'd be really keen to know what's causing this.
0
 

Author Comment

by:Servant-Leggie
ID: 41799148
...and it appears that I can access the web (not just cached pages- I've tried some pretty random searches) via both WiFi & Ethernet, now.

Hmm, this one's got me wondering!

akb, it certainly does but I can't help wondering what ESET installation had to do with it. The moment the installation was complete and ESET was asking me whether I wanted this machine to treat the network as Public or Work/Home, the exclamation disappeared and all has been well since, after several restarts.
0
 

Author Comment

by:Servant-Leggie
ID: 41831045
Further investigation has shown the ISP's modem was faulty, resulting in an increasing number of devices on the network having BOTH WiFi and Ethernet connection issues. In fact, in one sitting (only yesterday) a particular (different) machine was working one ethernet all day but, after power-cycling the modem, stopped and wouldn't come good after an ipconfig /release & /renew, or even after a PC restart.

Interestingly, it seems to be affecting older machines on our network more than newer ones. In fact, some very new machines have had NO issues wirelessly or via ethernet, even when connected to the same cable & port as other, older machines experiencing the issues we've seen.

Curious!

Anyway, your solutions have been great and I'll award points based on the responses I've found most helpful in isolating this solution. Thanks again!
0
 

Author Comment

by:Servant-Leggie
ID: 41831047
Further investigation has shown the ISP's modem was faulty

I'll be finding out more information about this soon, out of interest, as a tech should be visiting today, so they say.
0

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