Cannot get internet working.

[Stabe]

Ok so I was working on my sisters laptop, a Toshiba Satellite A105-S4284, cleaning up viruses. I installed and ran Avast Home Edition. It found and deleted 22 infected files. Then I turned the firewall on. Now, the internet refuses to work on both IE and Firefox. I spent probably around 3 hours trying to fix it. EVERYTHING in the Network Manager states that everything is running smoothly (she connects via wire to a modem, but we also tried to connect to the unsecured wireless ones in the house, didn't work). I've turned the firewall off. I've turned it on. I've messed with exception settings. I tried creating a new network. I uninstalled Avast. NOTHING, ABSOLUTELY NOTHING fixed it. So I must ask you why this happened, and how I can fix it. I monitored everything Avast deleted, it was only the known virus files. PLEASE help me (us) (her)

[djaburg]

You mention that she connects via wire to a modem? Is that a router by chance? And is there more than one router in the house? Is she getting a valid IP address either wirelessly or wired?

[johnwill]

Please supply the following info, exact make and models of the equipment please.

Name of your ISP (Internet Service Provider).
Make and exact model of the broadband modem.
Make and exact model and hardware version of the router (if a separate unit).
Model numbers can usually be obtained from the label on the device.
Connection type, wired or wireless.
If wireless, encryption used, (none, WEP, WPA, or WPA2)
Version and patch level of Windows on all affected machines, i.e. XP (Home or Pro), SP1-SP2-SP3, Vista (Home, Business, Ultimate), etc.
The Internet Browser in use, IE, Firefox, Opera, etc.




Please give an exact description of your problem symptoms, including the exact text of any error messages.

• If you're using a wireless connection, have you tried a direct connection with a cable to see if that changes the symptoms?
• For wireless issues, have you disabled all encryption on the router to see if you can connect that way?
• Have you connected directly to the broadband modem to see if this is a router or modem/ISP issue?
• If there are other computers on the same network, are they experiencing the same issue, or do they function normally?

On any affected computer, I'd also like to see this:

Hold the Windows key and press R, then type CMD (COMMAND for W98/WME) to open a command prompt:

Type the following commands on separate lines, following each one with the Enter key:

PING 206.190.60.37

PING yahoo.com

NBTSTAT -n

IPCONFIG /ALL

Right click in the command window and choose Select All, then hit Enter.
Paste the results in a message here.

If you are on a machine with no network connection, use a floppy, USB disk, or a CD-RW disk to transfer a text file with the information to allow pasting it here.