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

al4629740
al4629740 used Ask the Experts™
on
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?
Comment
Watch Question

Do more with

Expert Office
EXPERT OFFICE® is a registered trademark of EXPERTS EXCHANGE®
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

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
CompTIA Cloud+

The CompTIA Cloud+ Basic training course will teach you about cloud concepts and models, data storage, networking, and network infrastructure.

Business Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018
Commented:
It does work on a different WiFi

Get new firmware for the router.  Also see if you can try a new router.  That is an older router and support ended nearly 2 years ago.

Plug the Dell computer into a Wired Ethernet port.  Does that work.

You can also add a wireless access point to what you have.
atlas_shudderedSr. Network Engineer

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 RComputer Service Technician

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)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Try adding a different wireless router and use that.
atlas_shudderedSr. Network Engineer

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

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

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

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

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

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

Do more with

Expert Office
Submit tech questions to Ask the Experts™ at any time to receive solutions, advice, and new ideas from leading industry professionals.

Start 7-Day Free Trial