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Can't get internet from Netgear router on a new computer.

al4629740
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Last Modified: 2019-03-25
I have a Netgear ProSafe VPN Firewall SRXN3205 that has builtin WiFi.  I just bought a new Dell XPS that has a Killer Wireless-n/a/ac 1535 Wireless Network Adapter.  Other computers have no problem connecting to the Netgear and receiving internet, but I can't do it with the new one.  It connects to the Netgear, but no IP address information seems to come over.  When I do a ipconfig /all, this is what I get for the wireless adapter

Wireless LAN adapter Wi-Fi:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Killer Wireless-n/a/ac 1535 Wireless Network Adapter
   Physical Address. . . . . . . . . : 9C-B6-D0-BC-64-27
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes

Any ideas?
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Top Expert 2015

Commented:
Try updating the router firmware and network card driver.  Also try launching an elevated Command Prompt then run each command below and let me know how it goes:

netsh winsock reset catalog
 
netsh int ipv4 reset reset.log
 
netsh int ipv6 reset reset.log
Dr. KlahnPrincipal Software Engineer
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Commented:
Suggestion:  Put the new laptop in the car and drive over to the Walmart, Walgreens and a few other places that have free WiFi.

If it works at those locations, then the problem is related to your wireless access point.

If it doesn't work at those locations, the problem is in the new laptop and -- since it's still under Dell warranty -- consider putting in a service call to have the WiFi fixed.

Author

Commented:
It does work on a different WiFi
Business Consultant (Owner)
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atlas_shudderedSr. Network Engineer
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Commented:
Just a thought - did you by any chance check the DHCP scope and make sure:

1.  That you don't need to statically config an assignment?
2.  If dynamic addressing, that there are actually addresses available in the scope?
Robert RetzerComputer Service Technician
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Commented:
Try turnning off the wireless router for 2 minutes then plug it in then reboot the laptop then try to connect.

Author

Commented:
Ive updated firware and driver on laptop.  The laptop works fine on other routers.  There are enough addresses in the DHCP scope.
JohnBusiness Consultant (Owner)
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Commented:
Try adding a different wireless router and use that.
atlas_shudderedSr. Network Engineer
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Commented:
If you statically configure the PC with a known free address, can you ping the gateway?

Author

Commented:
I don't have to. It gets the proper IP address configuration via DHCP.
atlas_shudderedSr. Network Engineer
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Commented:
Your very first post says you don't get IP info.  Which is it?

Author

Commented:
I get it.  Sorry for the oversight....
atlas_shudderedSr. Network Engineer
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Commented:
Okay, so to be clear then, you get an IP address from the Netgear device, which is also your gateway?

Author

Commented:
Yes...
atlas_shudderedSr. Network Engineer
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Commented:
Can you ping the Netgear from the affected device?

Author

Commented:
I'm assisting remotely so I can't do it without losing the connection to the device.
atlas_shudderedSr. Network Engineer
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Commented:
How does pinging the Netgear from the affected PC lead to you losing connectivity to the PC?  And you original message implies that equipment is yours but your message above indicates that it belongs to someone else.  Which is it?

Author

Commented:
Sorry, its mine to work on.  That's not relevant.

I need to be connected to the computer that's connected to the router to attempt the ping, but the computer wont go online while connected to the router in question.
atlas_shudderedSr. Network Engineer
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Commented:
Okay, you need to figure out a way to attempt the ping.  I am trying to isolate where the breakdown is.

You are getting DHCP so I know you've got layer 2.  Next is local layer 3 (ping/ARP).  From there it goes into higher function (VPN, etc.)

Author

Commented:
Sorry guys for the late response, my account was cancelled because my subscription expired so I was trying to decide what to do.

Thanks for your patience.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Thanks for the update