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Internet/Network Issue

Posted on 2017-10-12
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Last Modified: 2017-11-08
2 x HP laptops Windows 10, unable to connect with Ethernet cable not able to get an address via DHCP. Setting a static IP address does not resolve the issue either.

This happened two months ago in which I was able to fix I'm suspecting Windows update keeps upsetting it
All the cable side of things have been tested I believe updating the BIOS fixed it last time.

Any thoughts or if you have experienced can you please share?

Im going back onsite now to see what else can be done so if you see this and know the answer if you could please share.

thankyou.
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Question by:it_fan
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by:Alan
Alan earned 690 total points (awarded by participants)
ID: 42329266
Hi,

First things I would try (I note you have tried some already, but for completeness) - in order of simplicity:

1)  Different ethernet cable - one that has been pulled from a machine where it was working

2)  Different ethernet port - one that has been in use by a machine that was working

3) Update and / or replace the ethernet NIC drivers from manufacturer

4) Reset to factory configuration - If this works, then move forward and see if it breaks as you do something (such as a driver update)


Do the HP laptops have WiFi?  Is that working okay?

Are the laptops the same model?  If so, and both are fine with everything except ethernet, then it strongly suggests a driver issue.


Hope that helps,

Alan.
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by:arnold
arnold earned 690 total points (awarded by participants)
ID: 42329272
Rollback network driver, when plugging, does it say can,e unplugged?
Unable to connect using wire anywhere?
What event log entries do you see?
Tried different cables that are known to work.
The systems might not be authorized to connect, I.e. 802.1x an update might mess up the certificate needed to authorize the system.
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by:John Hurst
John Hurst earned 930 total points (awarded by participants)
ID: 42329288
I agree with the above. I would actually download the NIC drivers and REMOVE them (Device Manager). Shut down, start up and either Windows will put in the newest drivers or you can tell to install what you downloaded
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Author Comment

by:it_fan
ID: 42329306
thanks for the advice and appreciate the prompt response :-)

To answer a couple of questions
 - Both HP Probook 470 G2
 - WIFI is fine
 - My laptop with the same network cables are fine and another laptop here on the same cables is also fine.
 - Both are unable to work on any cables within the network
 - Turning of AV and firewall has no affect
 - Investigating logs now


I'm onsite and going to remove the drivers again completely... from memory I did this last time but did not resolve will keep you posted, cheers.
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John Hurst earned 930 total points (awarded by participants)
ID: 42329308
After you install drivers, run TCP/IP Reset, DNS Flush.

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
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by:it_fan
ID: 42329311
thx John shall do
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by:arnold
arnold earned 690 total points (awarded by participants)
ID: 42329319
Run ipconfig /all
Look to confirm the MAC address is reflected in the output.
Potentially if the MAC address is not displayed .....

Another option, use static Ip, and a loopback pins 1 and 3 as well as 2 and 6 shorted, see if the interface reflects as up status, pay no attention to no internet alert.
This will just confirm whether the network adapter is or is not operational.
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by:Mitul Prajapati
Mitul Prajapati earned 690 total points (awarded by participants)
ID: 42332312
Have you check your DHCP pool ? If DHCP pool gets full you do not have internet connection in your laptop. You said that, you have tried with static IP address.. Do you give this IP address from DHCP pool or from the static range?

If the above is not working then tried to reinstall the network driver and flush the cache.
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Author Comment

by:it_fan
ID: 42337697
I don't believe the physical adapter Is the  problem.... as laptop 1 is now fixed after updating the BIOS, this fixed laptop 2 last time.
But as it has the latest BIOS not sure where to go on this one as reinstalling the latest driver had no affect.

The pool is not full as there is only around 15 devices on the network.

Going back out next week as I havent had a chance this week, I will try the ipconfig /all and check the mac address.
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by:arnold
arnold earned 690 total points (awarded by participants)
ID: 42337707
we are not in a position to test it for myself.
get wireshark, ms network monitor tool and see if you can capture the packets sent/received on the laptop's ethernet port.
Shooting down suggestion will not bring up new suggestion as often the suggestions offered are general and common.

I believe a suggestion was made to locate/connect the laptops having issues in place of laptops that do not have issues and see whether the issue follows the laptop or follows the location.
If a laptop at location A that can not connect using the DHCP port can connect at location B, you know the issue is with the network feed at location A.
If laptop from Location B has no issues at location A, and laptop from location A has no issue at location B.
You would need to check with the Switch to make sure they did not bar location A laptop from getting an IP on that switch port.
if no laptop works on location A, the issue can be that the port was MAC locked and someone forgot, also requires check on the switch port.
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by:Alan
Alan earned 690 total points (awarded by participants)
ID: 42337718
Hi IT_Fan,

Have you tried as I suggest up front, resetting to factory defaults, and did that fix the issues?

If so, move forward with updating things one at a time, and see if / when something stops working - then you will know what to avoid.

Alan.
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by:Alan
ID: 42359112
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