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Unable to ping Win7 from Mac

Posted on 2016-09-29
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Last Modified: 2016-10-04
Hi.  I have a customer who lost connection from their Mac to a shared folder on a Win7 laptop in their office.  The office is primarily Mac with this Win7 laptop.  They need access to the Win7 laptop to import blood work.  I cannot determine what is wrong and cannot ping the Win7 laptop from any Macs, but I can ping the Macs from the Win7 laptop.  IPV6 is disabled, static IP and DHCP have both been tried, Win7 is wifi and Mac is on a wire, IPs are in the correct class, and subnets are correct (255.255.255.0), as are workgroup names.

I can see the Win7 in the network on the Macs, but cannot connect to the NetBios name either.  I have cleared the keychain values, SMB is active, Win7 setup as a home network, firewall is turned off on both Mac and Windows, Authenticating user account with password is configured on Win7, Win7 allows 40 or 56bit encryption to connect, and set to allow user accounts and passwords to connect.  I cannot determine at all why I cannot even ping this Win7 laptop from any Mac on the network.  I have reboot the Win7 and Mac machines.

Help!
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Question by:rotnfire
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8 Comments
 
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Expert Comment

by:strung
ID: 41822640
Can you ping the Win7 computer from another Win computer?
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by:strung
ID: 41822643
This link: http://answers.microsoft.com/en-us/windows/forum/windows_7-networking/how-to-enable-ping-response-in-windows-7/5aff5f8d-f138-4c9a-8646-5b3a99f1cae6?auth=1

suggests you enable ping on the Win7 machine as follows:

Control Panel --> System and security --> Windows Firewall --> Advanced settings --> Inbound rules --> New rule --> custom rule

in Protocol and ports: Protocol: ICMPv4
on the same panel go to customize, choose "Specific ICMP types", check the box "echo request"

The rest is trivial; go to next... next... and save it.
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Author Comment

by:rotnfire
ID: 41822677
Tried, did not make any difference.  I called my customer and they have one other PC in their office managing radiographs.  I connected and tested.  Cannot ping from that machine either.  As well, the Dental PC shows in the network (just like on the Mac's), but cannot connect to it through the NetBios name either.  Something else about this Win7 computer.
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Author Comment

by:rotnfire
ID: 41822681
Pinging the other Windows computer on the network from Macs works fine.  Pinging that Windows computer from the Win7 laptop works fine as well.  I am thinking it could have something to do with the router.
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by:strung
ID: 41822684
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by:strung
ID: 41822699
Dumb question, but have you tried rebooting the Win7 machine? Also, is it getting its IP address by DHCP?
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Accepted Solution

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rotnfire earned 0 total points
ID: 41822713
Yes, I have tried rebooting the Win7 and have tried both DHCP and static.  I actually found the issue.  On a hunch, I went searching for Norton antivirus.  I had checked the WINDOWS firewall as my FIRST step.  It was turned on and there was absolutely no mention of another firewall.  There was no appearance of anything indicating Norton on the task bar, and nothing which would have lead me to believe Norton was installed.  I searched the programs folder and there it was.  I launched the Norton antivirus from the program folder and it hung for a short moment and then launched.  The subscription was active and smart firewall turned on.  I then checked Windows firewall and it had now been inactivated and indicated firewall was managed by another program.  I was then able to ping that Win7 machine from the other workstations and connect no problem.

I have seen this happen before in other Windows only hospitals.  I have seen that Norton Antivirus does not launch correctly for some reason; typically related to a power failure and machine crash.  This will stop all access to shared network resources on that machine which has crashed.  As a frustrating point, I had actually reboot this Win7 machine twice, and Norton did NOT relaunch.  I will be rebooting this evening and confirming tomorrow all is OK.  Cannot reboot the machine now because the hospital is currently open.  At any rate, it seems directly related to a Norton antivirus crash for some reason, and a failure to relaunch on reboot.
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Author Closing Comment

by:rotnfire
ID: 41827743
My solution was the correct one and I feel others will benefit from this information.
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