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Macbook pro browsing issues

Posted on 2016-10-04
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Last Modified: 2016-10-12
Hi - I have a client with a new MacBook pro 13" -

He's experiencing an issue with browsing websites. Whether it be on Safari or Chrome, the sites just freeze from time to time and he cant proceed any further. When i try to login remotely , its boots me off every 30 seconds so there is a connection issue somewhere at his home. However, all other devices in the house connect fine , whether they be pc , ipad or iphone. He has full wireless strength. I asked him to take it to his work office and connect there and it works fine so its purely an issue at home.
I changed the DNS settings to 8.8.8.8 , hoping it was DNS that was causing the issue but it hasn't made a difference. What could be causing this?

Thanks
D
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Question by:Dominic
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by:jhyiesla
jhyiesla earned 200 total points
ID: 41828011
Where is his Mac in relation to the Wireless access point or router?  If it's not in the same area that the other devices are, does it work better when he moves it there?

He may also want to try rebooting the Wireless router and perhaps changing the channel it's communicating on.  Perhaps a neighbors device is using that same channel and he's getting some kind of bleed over from that.
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by:Tim Lapin
Tim Lapin earned 100 total points
ID: 41828275
What type of security is the wireless router and/or the ISP (Internet Service Provider) enforcing?  Perhaps his use is being throttled by either the router or the ISP, even inadvertently.  

Does he have antivirus on his Mac and if so, what does its log file(s) show?

Also, I would recommend trying Firefox, if only as a test.  I've seen some different results sometimes.
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by:davidanders
davidanders earned 100 total points
ID: 41829871
EtreCheck is a free fast diagnostic tool for Mac
Posting the report would answer many questions.
https://etrecheck.com
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Author Comment

by:Dominic
ID: 41830791
Hi - I have been trying to login to this mac remotely using Logmein and i get in for a couple of minutes then it disconnects me - wireless strength is fine and i am connected to a pc laptop remotely which is also on the same wireless network as the mac and its remained connected. Utterly frustrating and i so want to curse all things mac but i am biting my tongue.
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by:serialband
serialband earned 100 total points
ID: 41831140
Reset the SMC and the PRAM.  These are relatively quick "fixes" that might work.  I usually do these two before anything else.  It won't hurt anything.  If it's not working after those, then you could boot into recovery mode and reinstall OS X.

Reset SMC:
  Turn off laptop
  Plug in power
  Press and hold the left shift control option keys
  Then press and hold the power button
  Release the keys and boot.

Reset PRAM:
  Start up the computer
  Press and hold the command option p r keys
  Wait until you hear the computer chime 3 times
  Release the keys and continue to boot
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Expert Comment

by:jhyiesla
ID: 41831547
Do you have any other wireless devices in the area?  We used to have problems with cordless phones if they were operating on the same frequency as the wireless router or access point. When someone would make a call the wireless connection would get poor or even drop.
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Author Comment

by:Dominic
ID: 41831605
Hi Jhyiesla -

There are two pcs , an iphone and an ipad connected to the same network and they don't experience any issues  when the connection drops on the mac. So its exclusively affecting the mac but it must also be something on that Netgear router because the mac works fine when connected to another wireless in the office.
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by:jhyiesla
jhyiesla earned 200 total points
ID: 41831612
It could be.  Over the years we've experimented with a bunch of different routers, including some fairly pricey access points. We've found the most stable boxes seem to be the Apple Airport Extremes. And, yes, they work fine with other non-Apple devices. I have them at my home and have mostly not experienced issues with them and I have a several at work on three different wireless networks and they just work.

You might try upgrading the firmware on the Netgear if there is an available update and just wipe it and set it up again...sometimes that cures a ton of ills.
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Accepted Solution

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Dominic earned 0 total points
ID: 41831915
I did a bit more research on this and it turns out that there is some sort of issue between the Virgin Media Superhub and mac's - see the link :

http://community.virginmedia.com/t5/Networking-and-wireless/Macbook-Pro-very-temperamental-with-Superhub-Wifi/td-p/2566642/page/81

I am opting to upgrade it to Sierra and see if that fixes it  Should be done by tmow so will let you all know.
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Author Closing Comment

by:Dominic
ID: 41839782
Ok The upgrade to Sierra resolved this issue , thanks for all your help-
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