Can't connect to Internet

dhsilver · 06-21-2009, 10:40 AM

I initially posted this on the vista forum by mistake

Ethernet card problem. I had norton running on my pc and then uninstalled it through the control panel. After uninstalling correctly, the machine booted back up and I found I could not connect to the internet. The message says identifiying network and then local access only. It will not connect for some reason. I do not run wireless and have a modem. I have tried unistalling network card and reinstalling, disabling and re-enabling, re-installing norton and also trying to get windows to identify the problem. Nothing seems to work.

For some reason all these problems started right after I uninstalled Norton, so I do no believe it to be a hardware issue.

Does anyone have any ideas which would be greatly appreciated???

fej2008 · 06-21-2009, 02:17 PM

Can you please post your IP address?

Start > All Programs > Accessories > Command Prompt > Type ipconfig

Then we'll see what's wrong.

dhsilver · 06-21-2009, 09:10 PM

ok the IPV4 address is 169.254.40.116
the IPV2 subnet mask is 255.255.00
Default gateway 0.0.0.0

fej2008 · 06-21-2009, 09:19 PM

What is the make/model of your modem and router? (if there's any..)

try doing this in command prompt

ipconfig /release (you're ip will change to 0.0.0.0)
then do
ipconfig /renew (it will give you either 192.168.x.x / 169.254.x.x / error message..)

if still 169.x.x.x ip address, try hard reset modem. Poke the hard reset hole at the back of modem (depends on the modem), hold it for 20-30secs.

and also bypass the router if there's any just to make sure.

dhsilver · 06-21-2009, 09:51 PM

ok thanks.
It takes a while to respond as the problem is on my son's pc and I have to get him to do this over the phone, give me the info as he has no internet obviously and then post the info here. I appreciate your responses and will get the info as soon as I can.
I have tried to work on his pc as stated in my 1st post and no luck. Now I am doing it at arms length, so it is somewhat cumbersome. I should have this info tomorrow. I know the modem is a motorola sb5101 (as I have the same one) and there is no hard reset that I can find. We have tried to reset it by the reset button and the power cord, but nothing changed. There is no router involved.

**lorjack** · 06-21-2009, 10:32 PM

Uninstall Norton with the Norton removal tool http://service1.symantec.com/Support...05033108162039

If that doesn't work do the following

Windows Vista
Open up a command prompt (Start > All Programs >Accessories > alternate click on Command Prompt > select "Run as Administrator"
Type the bolded commands into the command prompt window:

Reset WINSOCK entries: netsh winsock reset catalog
Reset IPv4 TCP/IP: netsh int ipv4 reset reset.log
Reset IPv6 TCP/IP stack: netsh int ipv6 reset reset.log

When finished reboot

dhsilver · 06-25-2009, 06:44 PM

Thanks guys. My son's pc is up and running again thanks to your help. Ran the Norton uninstall program and everything is working again. I appreciate you help in this regard

Once again thanks for your help. It is much appreciated.

**lorjack** · 06-25-2009, 08:18 PM

Glad you got it fixed.

06-21-2009, 10:40 AM	#1 (permalink)
dhsilver Registered User Join Date: Jun 2009 Posts: 5 OS: vista	Can't connect to Internet I initially posted this on the vista forum by mistake Ethernet card problem. I had norton running on my pc and then uninstalled it through the control panel. After uninstalling correctly, the machine booted back up and I found I could not connect to the internet. The message says identifiying network and then local access only. It will not connect for some reason. I do not run wireless and have a modem. I have tried unistalling network card and reinstalling, disabling and re-enabling, re-installing norton and also trying to get windows to identify the problem. Nothing seems to work. For some reason all these problems started right after I uninstalled Norton, so I do no believe it to be a hardware issue. Does anyone have any ideas which would be greatly appreciated???

06-21-2009, 02:17 PM	#2 (permalink)
fej2008 Registered User Join Date: Jun 2009 Posts: 263 OS: Windows XP SP2	Re: Can't connect to Internet Can you please post your IP address? Start > All Programs > Accessories > Command Prompt > Type ipconfig Then we'll see what's wrong.

06-21-2009, 09:10 PM	#3 (permalink)
dhsilver Registered User Join Date: Jun 2009 Posts: 5 OS: vista	Re: Can't connect to Internet ok the IPV4 address is 169.254.40.116 the IPV2 subnet mask is 255.255.00 Default gateway 0.0.0.0

06-21-2009, 09:19 PM	#4 (permalink)
fej2008 Registered User Join Date: Jun 2009 Posts: 263 OS: Windows XP SP2	Re: Can't connect to Internet What is the make/model of your modem and router? (if there's any..) try doing this in command prompt ipconfig /release (you're ip will change to 0.0.0.0) then do ipconfig /renew (it will give you either 192.168.x.x / 169.254.x.x / error message..) if still 169.x.x.x ip address, try hard reset modem. Poke the hard reset hole at the back of modem (depends on the modem), hold it for 20-30secs. and also bypass the router if there's any just to make sure.

06-21-2009, 09:51 PM	#5 (permalink)
dhsilver Registered User Join Date: Jun 2009 Posts: 5 OS: vista	Re: Can't connect to Internet ok thanks. It takes a while to respond as the problem is on my son's pc and I have to get him to do this over the phone, give me the info as he has no internet obviously and then post the info here. I appreciate your responses and will get the info as soon as I can. I have tried to work on his pc as stated in my 1st post and no luck. Now I am doing it at arms length, so it is somewhat cumbersome. I should have this info tomorrow. I know the modem is a motorola sb5101 (as I have the same one) and there is no hard reset that I can find. We have tried to reset it by the reset button and the power cord, but nothing changed. There is no router involved.

06-21-2009, 10:32 PM	#6 (permalink)
lorjack TSF Enthusiast Join Date: Nov 2007 Location: Planet Earth Posts: 2,205 OS: Windows 2K, XP Pro sp3, Windows Vista, Windows 7, Ubuntu	Re: Can't connect to Internet Uninstall Norton with the Norton removal tool http://service1.symantec.com/Support...05033108162039 If that doesn't work do the following Windows Vista Open up a command prompt (Start > All Programs >Accessories > alternate click on Command Prompt > select "Run as Administrator" Type the bolded commands into the command prompt window: Reset WINSOCK entries: netsh winsock reset catalog Reset IPv4 TCP/IP: netsh int ipv4 reset reset.log Reset IPv6 TCP/IP stack: netsh int ipv6 reset reset.log When finished reboot __________________ Those who can't write, write manuals. Don't trouble trouble until trouble troubles you...

06-25-2009, 06:44 PM	#7 (permalink)
dhsilver Registered User Join Date: Jun 2009 Posts: 5 OS: vista	Re: Can't connect to Internet Thanks guys. My son's pc is up and running again thanks to your help. Ran the Norton uninstall program and everything is working again. I appreciate you help in this regard Once again thanks for your help. It is much appreciated.

06-25-2009, 08:18 PM	#8 (permalink)
lorjack TSF Enthusiast Join Date: Nov 2007 Location: Planet Earth Posts: 2,205 OS: Windows 2K, XP Pro sp3, Windows Vista, Windows 7, Ubuntu	Re: Can't connect to Internet Glad you got it fixed. __________________ Those who can't write, write manuals. Don't trouble trouble until trouble troubles you...