Tech Support Forum banner
Status
Not open for further replies.

[SOLVED] HELP!!!! Internet Explorer Not Working

47K views 35 replies 5 participants last post by  Dude111 
#1 ·
I am using IE 11 on my desktop computer.

I have been cleaning up my computer to get rid of junk. This morning, I emptied the Temporary Internet Files folder (on the basis that they are only "temporary")

Now, I cannot connect to ANY web page. Internet explorer simply says "this page can't be displayed".

It's not a connection problem, as I am sending this on my laptop.

T
 
#2 ·
Re: HELP!!!! Internet Explorer Not Working

lets see the following please

ipconfig /all
Three Ping tests

------------------------------------------------------------------------
ipconfig /all

We would like to see the results from an ipconfig /all - post back the results in a reply here.

If you cannot access the internet with this PC, then you will need to paste the results into something like notepad and then copy onto a machine that can access the internet and post the results in a reply here.
Save the file to a USB flash drive or other removable media. Plug it into the working computer with internet access and copy the file and paste here.

If you do not have another PC - do you have a phone connected to the internet - can you photograph the result and post the image in a reply
Note: you will see entries named Tunnel adapter Teredo Tunneling Pseudo-Interface: we dont need to see that information - JUST the information above those entries

For Windows 8
To open a Cmd Prompt or an Administrator Cmd prompt from the Desktop.
How to open an Elevated Command Prompt in Windows 8
Use Win + X and choose Command Prompt or Command Prompt (Admin) from the list.​

For windows version, XP, Vista, W7
Hold the Windows key and press R

Now type CMD

Now press Enter to open a command prompt box (A new dialogue box - black with white font, will appear on screen ):​

In the command prompt window that opens, type the following command:

Note that there is a space before the /ALL, but there is NOT a space after the / in the following command.

ipconfig /all > network.txt & network.txt

It will export the results into notepad and then automatically open the notepad and display on your screen.

Now all you need to do is copy and paste those results into a reply here
to do that:
From the notepad menu - choose Edit - Select all
all the text will now be highlighted
Next
From the notepad menu - choose Edit - Copy

Now go back to the forum - goto the reply and then right click in the reply box and paste the results.
The results from the notepad should now appear in the forum reply.
------------------------------------------------------------------------

------------------------------------------------------------------------
Ping Tests
If you cannot access the internet with this PC, then you will need to paste the results into something like notepad and then copy onto a machine that can access the internet and post the results in a reply here.
Save the file to a USB flash drive or other removable media. Plug it into the working computer with internet access and copy the file and paste here.

If you do not have another PC - do you have a phone connected to the internet - can you photograph the result and post the image in a reply

For Windows 8
To open a Cmd Prompt or an Administrator Cmd prompt from the Desktop. Use Win + X and choose Command Prompt or Command Prompt (Admin) from the list.​

For windows version, XP, Vista, W7
Hold the Windows key and press R

Now type CMD

then press Enter to open a command prompt box (A new dialogue box - black with white font, will appear on screen ):​

In the command prompt window that opens

Type the following command
Ping {then a space and then add the number that is shown against the item labelled "default gateway" shown in the results from the ipconfig /all}
Post back the results in a reply here
right click in the command prompt box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

Type the following command
Ping google.com
Post back the results in a reply here
right click in the command prompt box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

Type the following command
Ping 98.139.183.24
Post back the results in a reply here
right click in the command prompt box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste
For your information only
these tests will check various stages of the connection, the first ping test, ping default gateway checks to see if you still have a connection to the router.
The next two Ping google.com & Ping 209.183.226.152 tests the connection to internet. google is to test by name and the ping test using a number is checking that a connection exists without DNS.
these tests then confirm if there is a dns issue on the connection.



if you see on the results a
"general Failure"
PING: transmit failed. General failure.
This sometimes means a firewall issue
What firewall / security suite or anti-virus do you currently have on the PC - or you have ever had on the PC in the past - any trial ware - like Norton, kaspersky or Mcafee or any free security suites like zonealarm, AVG , Webroot etc


------------------------------------------------------------------------
 
#3 · (Edited)
Re: HELP!!!! Internet Explorer Not Working

Thanks etaf

Tried the "ping" command and get "ping is not recognised as an internal or external command, operable program or batch file"

Tried the "ipconfig" command and get "ipconfig is not recognised as an internal or external command, operable program or batch file"

Same problem with all my browsers (Chrome, Firefox).

I've been using Kaspersky for years without issues.

T
 
#4 · (Edited)
Re: HELP!!!! Internet Explorer Not Working

sorry, only just now saw the comment about the spaces. I've got result for ipconfig and will send shortly.....
Here it is


Windows IP Configuration

Host Name . . . . . . . . . . . . : RogersFamily-HP
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : net

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . : net
Description . . . . . . . . . . . : Realtek RTL8168D/8111D Family PCI-E Gigabit Ethernet NIC (NDIS 6.20)
Physical Address. . . . . . . . . : F4-CE-46-02-E0-5B
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::3d7d:c00c:d36d:c1c3%12(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.192.29(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : 25 October 2014 13:29:20
Lease Expires . . . . . . . . . . : 26 October 2014 13:29:19
Default Gateway . . . . . . . . . : 192.168.192.1
DHCP Server . . . . . . . . . . . : 192.168.192.1
DHCPv6 IAID . . . . . . . . . . . : 284479046
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-13-02-48-3C-F4-CE-46-02-E0-5B
DNS Servers . . . . . . . . . . . : 192.168.192.1
NetBIOS over Tcpip. . . . . . . . : Enabled

Tunnel adapter isatap.net:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : net
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 9:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft 6to4 Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 11:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft Teredo Tunneling Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes




Tried the "ping" command and get "ping is not recognised as an internal or external command, operable program or batch file"
 
#7 ·
Re: HELP!!!! Internet Explorer Not Working

assuming windows 7 as in your profile
------------------------------------------------------------------------

TCP/IP stack repair options for use with Vista/Windows 7/Windows 8

For Windows Vista/Windows 7/8
Start> Programs> Accessories> and right click on Command Prompt, select "Run as Administrator" to open a command prompt box (A new dialogue box - black with white font, will appear on the screen ):​

For Windows 8
To open a Cmd Prompt or an Administrator Cmd prompt from the Desktop. Use Win + X and choose Command Prompt or Command Prompt (Admin) from the list.​

In the command prompt window that opens, type the following commands:

Note: Type only the text in bold and red for the following commands.

  • Reset WINSOCK entries to installation defaults: netsh winsock reset catalog and press enter
  • Reset IPv4 TCP/IP stack to installation defaults. netsh int ipv4 reset reset.log and press enter
  • Reset IPv6 TCP/IP stack to installation defaults. netsh int ipv6 reset reset.log and press enter
ReStart (reboot) the machine.

If you receive the message
The requested operation requires elevation.
Then please open the command prompt as administrator - as requested above
Start> Programs> Accessories> and right click on Command Prompt, select "Run as Administrator" to open a command prompt box (A new dialogue box - black with white font, will appear on screen ):
Please note and post back - if you receive the following message :-
Access is Denied
This often occurs with windows 8

please post back the results in a reply here - its important we know that these commands have worked correctly and not produced any errors
right click in the command prompt box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

Details also here
How to reset TCP/IP by using the NetShell utility
also the link has a Microsoft Fix it , which will do the above for you

------------------------------------------------------------------------
 
#10 ·
Re: HELP!!!! Internet Explorer Not Working

Had forgotten to do the copy first time, but all ran without errors.
Ran it again and here are the results.

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Windows\system32>netsh winsock reset catalog

Sucessfully reset the Winsock Catalog.
You must restart the computer in order to complete the reset.


C:\Windows\system32>netsh int ipv4 reset reset.log
Reseting Interface, OK!
Restart the computer to complete this action.


C:\Windows\system32>netsh int ipv6 reset reset.log
There's no user specified settings to be reset.


C:\Windows\system32>


Also, I ran the Microsoft fix-it and it gave me a utility to test. The result is in attached

T
 

Attachments

#11 ·
Re: HELP!!!! Internet Explorer Not Working

Two of the three pings are now working but cannot connect to any web pages in IE

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Windows\system32>ping 192.168.192.1

Pinging 192.168.192.1 with 32 bytes of data:
Reply from 192.168.192.1: bytes=32 time<1ms TTL=64
Reply from 192.168.192.1: bytes=32 time<1ms TTL=64
Reply from 192.168.192.1: bytes=32 time<1ms TTL=64
Reply from 192.168.192.1: bytes=32 time<1ms TTL=64

Ping statistics for 192.168.192.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms

C:\Windows\system32>

C:\Windows\system32>ping google.com
Ping request could not find host google.com. Please check the name and try again.

C:\Windows\system32>ping 98.139.183.24

Pinging 98.139.183.24 with 32 bytes of data:
Reply from 98.139.183.24: bytes=32 time=126ms TTL=50
Reply from 98.139.183.24: bytes=32 time=115ms TTL=50
Reply from 98.139.183.24: bytes=32 time=117ms TTL=50
Reply from 98.139.183.24: bytes=32 time=118ms TTL=50

Ping statistics for 98.139.183.24:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 115ms, Maximum = 126ms, Average = 119ms

C:\Windows\system32>
 
#12 ·
Re: HELP!!!! Internet Explorer Not Working

thats a dns issue

see if setting google open dns up resolves the issue


Google public DNS
Note using google public DNS servers from outside the US may actually slow performace - so use the following as a test to identify DNS issues - if these resolve the issues , then we need to investigate further to optimise the use of DNS


Google public DNS
https://developers.google.com/speed/public-dns/

Theres also a link on how to setup those DNS IP address up on a PC
http://code.google.com/speed/public-dns/docs/using.html

Then once you have set up those DNS entries

Flush & register DNS

Hold the Windows key and press R, then type CMD then press Enter to open a command prompt box (A new dialogue box - black with white font, will appear on screen ):
In the command prompt window that opens, type the following commands:

Ipconfig/flushdns
ipconfig/registerdns
 
#13 ·
Re: HELP!!!! Internet Explorer Not Working

Thanks Wayne.

I'm wandering into areas that I'm very uncomfortable with, but I'll keep going. I'll need my hand held from here on!!!

In the instructions you sent me it says to change DNS settings

Firstly it says to make changes to IPV4 OR IPV6. I chose IPV4 ONLY and changed to 8.8.8.8 as instructed.

At that point the instruction is to "restart" the connection. I have no idea what that means, so I disabled and enabled it. I assume that is ok.

I then went to IE and tested with no luck.

I NOTICE THAT MY PC NOW SAYS "NO INTERNET ACCESS" IN THE TASKBAR

Where should I go now. Should I proceed to Flush as you instructed (even though actions so far have failed to correct problem)

T
 
#14 ·
Re: HELP!!!! Internet Explorer Not Working

do the pings again
if the same

in a web browser address bar put
98.139.183.24

What firewall / security suite or anti-virus do you currently have on the PC - or you have ever had on the PC in the past - any trial ware - like Norton, kaspersky or Mcafee or any free security suites like zonealarm, AVG , Webroot etc
 
#15 ·
Re: HELP!!!! Internet Explorer Not Working

Pings done with same result as earlier

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Windows\system32>ping 192.168.192.1

Pinging 192.168.192.1 with 32 bytes of data:
Reply from 192.168.192.1: bytes=32 time=1ms TTL=64
Reply from 192.168.192.1: bytes=32 time<1ms TTL=64
Reply from 192.168.192.1: bytes=32 time<1ms TTL=64
Reply from 192.168.192.1: bytes=32 time<1ms TTL=64

Ping statistics for 192.168.192.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 1ms, Average = 0ms

C:\Windows\system32>ping google.com
Ping request could not find host google.com. Please check the name and try again.

C:\Windows\system32>ping 98.139.183.24

Pinging 98.139.183.24 with 32 bytes of data:
Reply from 98.139.183.24: bytes=32 time=117ms TTL=50
Reply from 98.139.183.24: bytes=32 time=116ms TTL=50
Reply from 98.139.183.24: bytes=32 time=115ms TTL=50
Reply from 98.139.183.24: bytes=32 time=122ms TTL=50

Ping statistics for 98.139.183.24:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 115ms, Maximum = 122ms, Average = 117ms

C:\Windows\system32>

Entered 98.139.183.24 into browser and got a popup window (as distinct from main browser window) message saying "unable to open the search page"

I've been using Kaspersky Internet Security for years without any problems. The only thing that have been doing differently over the last couple of days is running a product called "Spyhunter and cleaning down cookies and adwear (I've been trying to kill Adchoices but with no luck). Is it possible I have deleted too many cookies/files???

T
 
#16 ·
Re: HELP!!!! Internet Explorer Not Working

Is it possible I have deleted too many cookies
no

not sure about files

its very much a DNS issue

- try safemode with networking (sometimes wireless does not work with safemode )

For other windows version, XP,Vista, W7 as the PC starts keep tapping F8 - a menu appears - choose
safemode with networking - see if that works
 
#17 ·
Re: HELP!!!! Internet Explorer Not Working

Thanks Wayne

when I open in safe mode with networking, I get a "no internet access" message in the status on my taskbar.

For info, I connect via Ethernet cable on my desktop (where I have this problem) and by wireless on my laptop (from where I am writing this)

Tommy
 
#19 ·
Re: HELP!!!! Internet Explorer Not Working

Hi Wayne

I have a shortcut to my temporary internet files folder on my desktop. I opened it, selected the files and pressed the del button.

Yes - it's set to auto-update and is a paid for application.

Result of ipconfig


Windows IP Configuration

Host Name . . . . . . . . . . . . : RogersFamily-HP
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : net

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . : net
Description . . . . . . . . . . . : Realtek RTL8168D/8111D Family PCI-E Gigabit Ethernet NIC (NDIS 6.20)
Physical Address. . . . . . . . . : F4-CE-46-02-E0-5B
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::3d7d:c00c:d36d:c1c3%12(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.192.29(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : 25 October 2014 16:38:16
Lease Expires . . . . . . . . . . : 26 October 2014 16:38:16
Default Gateway . . . . . . . . . : 192.168.192.1
DHCP Server . . . . . . . . . . . : 192.168.192.1
DHCPv6 IAID . . . . . . . . . . . : 284479046
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-13-02-48-3C-F4-CE-46-02-E0-5B
DNS Servers . . . . . . . . . . . : 8.8.8.8
NetBIOS over Tcpip. . . . . . . . : Enabled

Tunnel adapter isatap.net:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : net
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 9:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft 6to4 Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 11:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft Teredo Tunneling Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
 
#20 ·
Re: HELP!!!! Internet Explorer Not Working

right click on the shortcut
properties
and post the exact location of the shortcut

do you have a restore point for a date before you had this issue

------------------------------------------------------------------------

Restore PC to an Earlier Date & Time

Go Start>>All Programs>>Accessories>>System Tools>>System Restore

  • Click in the radio button Choose a different restore point
  • Click Next
  • put a tick in Show more restore points
  • Pick a Date before this happened
  • Click Next
This should restore the PC to that time & date

you may need to use safemode to do the restore. As the PC starts keep tapping F8 - a menu will appear - choose safemode


windows 7
System Restore - Windows 7 Help Forums

------------------------------------------------------------------------
 
#21 ·
Re: HELP!!!! Internet Explorer Not Working

A word of caution to other users. Use Start>All Programs>Accessories>System Tools>Disc Cleanup to delete temp files. It will safely delete without removing System Files, shared .dll(s) etc.
 
#22 ·
Re: HELP!!!! Internet Explorer Not Working

Tried several restore points from the last few days.

Each time the restore finishes and the system reboots and when I log on I get a message that the restore failed. It is the same error each time. See attachment for failure message.

The location of the files I deleted is:
c:\users\username\appdada\local\microsoft\windows\temporary Internet Files

I selected all files and pressed DEL button

Tommy
 

Attachments

#23 ·
Status
Not open for further replies.
You have insufficient privileges to reply here.
Top