Laptop has no Internet

mcrmg
mcrmg used Ask the Experts™
on
Hi,

My boss has a Samsung laptop. He is going on a trip next week and wants me to see if everything is fine for him to remote into the office. I tried to connect to my phone hotspot which works fine. But when I tried to connect to office wifi, it was connected, but no Internet while other devices are fine.

I have tried
reboot
forgot network


but not working..thanks
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JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Run TCP/IP Reset and then test again

      
Open cmd.exe with Run as Administrator
Then: netsh int ip reset c:\resetlog.txt
Then: ipconfig /flushdns
Then: restart the computer

Test after this.

Author

Commented:
I am updating BIOS now, will try it once it is done..thanks

Author

Commented:
It does not seem to work.....

I also check the network property, there is no static ip.
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JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Thanks for the update.

Perhaps now, go to Device Manager, and uninstall the Wireless Driver, restart and reinstall / update the Wireless driver.

If you can connect to Ethernet (may need an Ethernet dongle) while you are doing this, it would be a good idea.

Author

Commented:
I clicked on Troubleshoot, it reads

The DNS server isnt responding
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Did you do the DNS Flush above?

Also reinstalling the Wireless Driver can clear all this.

Author

Commented:
still does not work..can only connect to the hotspot.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Try deleting all the wireless profiles.

Open cmd.exe with Run as Administrator.

Netsh Wlan Delete Profile name="profile name" for all profiles until gone.  

Restart and try a new Wireless Profile.

Author

Commented:
why are there two connections? what is "Local Area Connection * 12"? thanks
DSC_0052.JPG
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
One is your regular wireless and one is a cellular Wi-Fi card.

Does the laptop have built-in Cellular Wi-Fi (Verizon or ATT) and is it conflicting with regular wireless. Only one of these should be ON at one time.

And if it has this, you do not need an iPhone hotspot.

Author

Commented:
I do not think so, but how do I check if he has a built in cellular wifi card? thanks
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
The other connection in your screen shot is either a built-in card or the phone still connected. But I think it is a built-in card.

Author

Commented:
I disable them now, only with WiFi adaptor on, it connects but still no internet.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Did you delete ALL the wireless profiles?  

If nothing works and the Wireless Driver is known good (Device Manager),  then

(1) try a USB wireless card (easy to carry on trip)
(2) a Windows Repair Install.
maybe if you provided the model of the laptop so that we can get a better idea of what type you have or you can go to samsung support website and look up the exact specs by the serial number.

also i always ask this question "when was the last time it was working?"

Author

Commented:
sure,

1. Samsung i5-6200U Wins 10

2. According to him, last time he used was about a month ago and it was not working at that time already. He just closed it and used different pc.

3. I use a usb wireless adaptor. It is connected fine (it does not have a yellow triangle says No Internet. But I still cannot connect to the Internet.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Re 3:   Perhaps now it is time to start again with Windows. Nothing working for a month!

Author

Commented:
rebuilding it now...will post back  thanks
A bit late, but..

A) Are there "important" files on this laptop - if so, save to USB stick.
B) Are there apps that you can reinstall on this laptop - you will need keys.
C) Have you tried System Restore to a point beyond the 30 days prior to your boss using it, which brings up another question.
D) Did anyone else use this laptop prior to your boss?
E) Points A and B relate to: Have you tried a "Factory Reset" (bring laptop back to out of box)?

Author

Commented:
It is too LATE.........lol

I did ask him, he said everything can be wiped out.....   thanks for the reminder
LOL - all is good and as long as you have your boss's blessing, you should be good to go.

Author

Commented:
Thanks..will post back

Author

Commented:
okay, bad news...

with Samsung, I can do the image restore pretty easy, but I still cannot connect to the interent
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
There may be a hardware problem.   I assume you meant "restore to out of the box" with image restore.
nociSoftware Engineer
Distinguished Expert 2018

Commented:
Is the network setup as Automatic? Is there any DHCP server?  Does the system receive an IPAddress?

Author

Commented:
yes, with "restore to out of the box" ..

I found out something strange. It looks like wifi does not work with "hidden" networks.  (connect okay but no Interent)

I tried a regular wifi, it is fine...any ideas?
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
It looks like wifi does not work with "hidden" networks.  (connect okay but no Internet)  …  I tried a regular wifi, it is fine...any ideas?

Networks can readily conflict, so make sure only one network is connecting at one time. Make sure network connections are set to not automatically connect - especially the hidden ones.
i have this issue sometimes.

client connects to wifi successfully but no internet access - rebooting same issue.

reboot wifi access point and reboot client again - issue resolved

also, on network, make sure it is on private not public network

Author

Commented:
okay, I spoke too soon.  It looks like it can only connect to the Internet for a short period of time. Then while it remains connected, the Internet would drop.

Author

Commented:
Furthermore, this laptop can only connect to one of SSID without any issue. strange and this SSID is from an extender.
Just to be clear.

The laptop CAN connect via Hot Spot (Bluetooth) and CAN access internet with no issues, but not what you need.

The laptop CAN NOW connect to your WiFi and CAN access the internet, but only for a while before dropping completely AND it is only able to connect to a single SSID, meaning that you may have multiple SSIDs. Are your SSIDs capable in handing both 2.4 and 5.2 GHz? Have you logged into your SSIDs and check the logs to see if it is saturated (too many users) or make sure that all the DHCP settngs are correct?
You say: "connect" but with WiFi interfaces on laptops (generally the most common case that I see), "connected" can mean more than one thing.
- it can mean that the radios connect but not the network (e.g. if the passphrase is wrong).
- it can mean that both the radios connect AND the network is connected.

Local Area Connection 12* appears to be / could be a laptop-hosted hotspot....

It would be good to see the result of a command prompt:
ipconfig /all
This during various "states" of connection.
If you don't have DNS then you may well get "no internet" indication.
If you aren't really connected and getting IP address, etc. via DHCP then I'd be back to the passphrase question.
But I kinda doubt it's the passphrase in view of all you've gone through so far...
Also, it can be stated that all of your other clients are not having issues via WiFi?

Also, have you actually tried hard wiring the computer to the network?

Author

Commented:
@efrimpol

That is correct.
Laptop can connect to my phone fine with the Internet.
Laptop can only connect to one of the SSID in the office (from extender)
Laptop can NO LONGER connect to SSID for a short period of time (I cannot recreate it anymore)

I have not tried to connect it via usb adaptor (I left it at home)

I tried to connect to the Interent via a wireless adaptor, at this moment, it is working. (It was not working prior to restoring back to the factory image)

thanks
nociSoftware Engineer
Distinguished Expert 2018

Commented:
Hidden networks don't send names around, they DO send beaconframes with blanks on the place of the name so the can be identied by WiFi stations that KNOW the name through the BSSID and the length of the string.
A client needs to pickup on those beaconframes, to try to access an AP.

If Beaconframes are not sent a client will never know it is near a hidden AP, and needs another way to trigger a connect attempt.
nociSoftware Engineer
Distinguished Expert 2018

Commented:
And then if Radios Connect & passphrase is OK, how about Address assignment.   or do you rely on APIPA..

Author

Commented:
Where can I check if I am using APIPA?  thanks
nociSoftware Engineer
Distinguished Expert 2018

Commented:
APIPA gives you an address in the range of 169.254.0.0/16 ( so: 169.254.0.1 - 169.254.255.254 )

Author

Commented:
I see, then I am not, I have 192.168.....
But we can't know where 192.168.... is assigned unless you run
ipconfig /all
and share the results.
Ditto DNS, etc.
open a command prompt and type ipconfig /all

then click on the icon on the top left corner of the window so that the context menu appears

select Edit then Select All - the window will reverse (black on white instead of white on black)

select Edit and finally Copy

paste the results here and submit
forgot press enter after ipconfig /all
So, currently it *is* working?  
That's what the ouput seems to suggest.  It all looks fine.  You should definitely NOT get a "no DNS" message with those numbers unless the DNS servers are down 192.168.78.10 and 192.168.78.11.

We've been pursuing this as a relatively high-level issue.
It makes me wonder if it's nothing like that at all but, rather, a radio issue.
Is the signal strength good?  Or might the laptop be in a high corner office far from the access point?  That could account for working NOT with the access point but working WITH a WiFi extender.  That might account for being "connected" and yet "no internet" .. it's hard to say for sure but I believe it's well possible.

Author

Commented:
Currently, it is working with a wireless adaptor.   Once the windows update is done, I will unplug the adaptor and see if the built in wireless adaptor would work. I will post back then. thank you
Jason JohanknechtIT Manager

Commented:
Sounds like a radio problem with WiFi.  The hot spot you said was bluetooth, and may or may not be the same physical device.  My guess is they are not.  If USB radio solves the problem, I would try replacing the internal WiFi.  That is quick and easy to replace.
Jason JohanknechtIT Manager

Commented:
The bluetooth MAC is so close to the WiFi MAC, I would assume it's the same hardware.  The radio is seperate, and I would still bet that is the issue.  I would try pinging the router (192.168.78.3) and the DNS servers (192.168.78.10, 192.168.78.11) and see how much packet loss is occurring.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I am using the very same Wireless NIC here and it works fine.

Are you able to rebuild the Laptop?
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I don't see Bluetooth in my Intel card so it may be another adapter
Jason JohanknechtIT Manager

Commented:
Radio's can fail.  They might be intermittent broadcast type failures.  It is not often I have to replace those parts, but it is not as rare as you would think.
Jason JohanknechtIT Manager

Commented:
You mentioned it does work with a USB wireless adapter.  I would bet you get good ping results from that, and dropped packets better than 50% on the internal.
nociSoftware Engineer
Distinguished Expert 2018

Commented:
Please define "cannot reach the internet"....
as in ping 8.8.8.8 doesn't work or ping www.google.com doesn't work.
nslookup google.com fails?
traceroute 8.8.8.8 shows?

Author

Commented:
yes, I was able to to rebuild this laptop, but it has been stuck at 60% for Windows update 1803 for the past 2 hours.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
You need to solve the Windows Update problem first.

https://www.microsoft.com/en-us/software-download/windows10

Windows 10 is running, so click on the Download button (not Upgrade Button, select Save.
Create a USB Windows Installation key and then run Setup on the USB Key.
This will launch the Repair and proceed normally.

Be sure to use Setup on the USB key that you make above.

Author

Commented:
when I ping 8.8.8.8, getting Request timed out

nslookup google.com getting DNS timed out

tracert 8.8.8.8 getting timed out as well

thanks
nociSoftware Engineer
Distinguished Expert 2018

Commented:
How about:
ping 192.168.78.146
ping 192.168.78.10
ping 192.168.78.11
ping 192.168.78.3

anything on packet loss & reachability?

Author

Commented:
(IP changed to 145)
Pinging 192.168.78.145 with 32 bytes of data:
Reply from 192.168.78.145: bytes=32 time<1ms TTL=128
Reply from 192.168.78.145: bytes=32 time<1ms TTL=128
Reply from 192.168.78.145: bytes=32 time<1ms TTL=128
Reply from 192.168.78.145: bytes=32 time<1ms TTL=128

Ping statistics for 192.168.78.145:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum = 0ms, Average = 0ms

*******************************

Pinging 192.168.78.10 with 32 bytes of data:
Reply from 192.168.78.10: bytes=32 time=1ms TTL=128
Reply from 192.168.78.10: bytes=32 time=3ms TTL=128
Reply from 192.168.78.10: bytes=32 time=2ms TTL=128
Reply from 192.168.78.10: bytes=32 time=2ms TTL=128

Ping statistics for 192.168.78.10:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 1ms, Maximum = 3ms, Average = 2ms

**********************

Pinging 192.168.78.11 with 32 bytes of data:
Request timed out.
Reply from 192.168.78.11: bytes=32 time=1ms TTL=128
Reply from 192.168.78.11: bytes=32 time=5ms TTL=128
Reply from 192.168.78.11: bytes=32 time=2ms TTL=128

Ping statistics for 192.168.78.11:
    Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
    Minimum = 1ms, Maximum = 5ms, Average = 2ms

***********************

Pinging 192.168.78.3 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 192.168.78.3:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
Your gateway is the issue:

Ping statistics for 192.168.78.3:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

Author

Commented:
I see. Why is it it works with an external wireless adaptor? Or other devices in the office? thanks
nociSoftware Engineer
Distinguished Expert 2018

Commented:
What do those other systems use as Default Gateway?

Author

Commented:
192.168.78.3

please see screenshot of my desktop. thanks
Capture.JPG
Software Engineer
Distinguished Expert 2018
Commented:
Anythin in the logging on that router?
Might it be blocking your system? Firewall filter rules?

Author

Commented:
I will check that.
Jason JohanknechtIT Manager

Commented:
On another working computer or the USB WiFi adapter, can you confirm the Gateway is 192.168.78.3
Since you have static IP assignment, and cannot communicate with that Gateway we cannot be sure that is correct.

Author

Commented:
I do not know why I did not think of it. I checked the firewall policy, for some reason, this laptop was blocked. (I do not remember why this policy was created expecially this laptop is my boss's)


all is good now. Thanks for all the inputs.
Glad you were able to resolve this.

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