website connection problems

[psgconsult]

Hi forum,
My PC is running winXPpro SP3 and I have two programs installed that cause connectivity problems with their web sites.
One (liveperson) cannot connect to their pages on their own server using the links in their program on my computer. when I try I get directed to the program files map in which their software is installed. This should be a possibility without providing anew my password and user-ID (that must be given when starting the program in the beginning).
If I don't use the link but fill out their address in the URL-bar I can connect after giving ID and PW.

The other program (NewPCStudio of Samsungs) will not install completely and hangs when a USB connection should become operative.

So in my analysis both problems seem to have problems with connectivity over the network.

Other PC's in the network that are similar configured don't show this problem.

The only difference I can find is that the "faulty"PC (otherwise it runs perfectly) only has 10 processes in the Winsock catalog whereas the other 4 have 16 - 22 processes.

Can anybody give me a clue how to proceed with the analysis (and hopefully the resolution) .
Thanks!

Pieter

[johnwill]

Try to reset the stack and remove any add-on stack LSP links.



TCP/IP stack repair options for use with Windows XP with SP2/SP3.

Start, Run, CMD to open a command prompt:

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

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

Reset TCP/IP stack to installation defaults, type: netsh int ip reset reset.log

Reset WINSOCK entries to installation defaults, type: netsh winsock reset catalog

Reboot the machine.

[psgconsult]

I performed the two commands you suggested.
After re-installing the program I received a message during the installation proces (verifying updates...) that I didn't have before: "the internet is not connected". Which isn't true, because other programs (IE7, Outlook a.o. ) do have access at the same time.
Are there other options?

[johnwill]

Hold the Windows key and press R, then type CMD to open a command prompt:

In the command prompt window that opens, type 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

Right click in the command window and choose Select All, then hit Enter to copy the contents to the clipboard.
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.

[psgconsult]

Hi Johnwill,
Here the result of the ipconfig /all command:
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\ines>ipconfig /all

Windows IP Configuration

Host Name . . . . . . . . . . . . : ibn-msi
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Unknown
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection naar Internet:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek RTL8168C(P)/8111C(P) PCI-E G
igabit Ethernet NIC
Physical Address. . . . . . . . . : 00-21-85-9A-6F-44
Dhcp Enabled. . . . . . . . . . . : No
IP Address. . . . . . . . . . . . : 192.168.1.10
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : 192.168.1.1
DNS Servers . . . . . . . . . . . : 192.168.1.1

C:\Documents and Settings\ines>

This computer is part of a local network of 4 PC's that connect to the internet through a router (192.168.1.1). The three other computers don't have this problem.

Pieter

[johnwill]

What are you checking the WINSOCK processes with?

[psgconsult]

Msinfo32 and netdiag

[johnwill]

Have you reinstalled the applications in question?

[psgconsult]

Yes several times and no differences. I even did a registry cleanup procedure in between.

[psgconsult]

Hello,

I keep comparing the "faulty" machine with the others and I found another difference:
The machine that operates well shows in the Group Policies under computer configuration - windows settings - security settings - security options a list of options that are marked "not defined"whereas the faulty one shows "disabled". I also noticed that in the event manager a messsage is found (also under security) that doesn't exist on the other machines. (see attachment).
Can it have to do with these or other security settings?

[johnwill]

I have no idea what you were trying to show me there, I don't see anything that says Disabled. There is only one graphic that doesn't really show me anything.

Please paste graphics directly to the forum.

To post a screen shot of the active window, hold the Alt key and press the PrtScn key. Open the Windows PAINT application and Paste the screen shot. You can then use PAINT to trim to suit, and save it as a JPG format file. To upload it to TSG, open the full reply window and use the Manage Attachments button to upload it here.

[psgconsult]

I tried to show you two things:
1. the security settings in the group policies (without a picture)
2. a strange message in the event manager (with a picture in a doc-file)
To prevent further misunderstandig I send both as a jpg file - attachment

[psgconsult]

Hi,

Today I tried to install Adwords Editor and during the installation process I got a message that no connection with their update server was possible due to proxy settings.
After I clicked away this pop-up the installation continued but after it had finished the program didn't work: the menu bar showed the codes for the shortcut letter (like: H&elp), but none of all the links worked.
This looks very much the same as the first program I mentioned (LivePerson) where also some of the links (those directly to their server) didn't connect properly.

What is the common problem in all these errors?
-connection settings?
-safety policies?
-authorization settings?
I am very curious what the solution may be.......

Pieter

[psgconsult]

I just heard from Google AdWords technicians that the problem must be in the Internet Connection settings, but they couldn't tell me wether it is a safety setting or a policy setting problem.
Is this extra info usefull?

[johnwill]

I don't see anything obvious there.

I do notice you're using static IP addresses, have you tried using DHCP to see if that changes the symptoms?

[psgconsult]

Changing the connection to Obtain IP address automatically didn't solve the problem.
Meanwhile I found that Using Help - Support - Advanced System - Group Policy Results returned the message "File not found" instead of the expected overview of the settings.
What file can be missing? Some *.pol file?

[johnwill]

Hmm... Maybe you have system corruption beyond just networking issues.

[psgconsult]

Doesn't sound promising.
Just a few minutes ago I did a gpresult and this came back in the computer settings; the user settings were OK:
COMPUTER SETTINGS
------------------

Last time Group Policy was applied: 7/9/2009 at 17:45:50
Group Policy was applied from: N/A
Group Policy slow link threshold: 500 kbps

Applied Group Policy Objects
-----------------------------
N/A

The following GPOs were not applied because they were filtered out
-------------------------------------------------------------------
Local Group Policy
Filtering: Not Applied (Empty)

The computer is a part of the following security groups:
--------------------------------------------------------
BUILTIN\Administrators
Everyone
NT AUTHORITY\Authenticated Users

So something is really wrong in the GPO settings. I tried the reset protocol from Microsoft but no result.

If it is a system corruption will a repair solve the problem?
I rahter not perform a clean install because on this machine we have about 30 programs installed and you can imagine that reinstalling them wil take a couple of days let alone all problems you can expect with passwords, licences etc.

Hope I can find a less stressing solution.

[psgconsult]

Hello,

Meanwhile I made a new user account and tried to reinstall the programs under the new account.
Result:
AdWords operates OK, but cannot make contact to their server for updates
Live Person can not directly link to their server with a secured connection through a link in their program, but can be reach with the proper URL with IE8
Flash Player and Shockwave cannot connect to their servers to install the programs.
Windows Update and other software can download software with no problems what so ever.
Anybody has a clue where to look?

I do not believe in a system corruption, because everything else works flawless.

Pieter

[psgconsult]

Hi everybody,

I finally did what I should have done in the first place:
reinstalled windows and all the programs from scratch on a formatted HD.
I lot of word (working with legal software means reinstalling them with all the ID's and authentication caodes etc. Bit in the end it took less time than finding a solution for the problems.
What annoys me nevertheless is that one cannot find out what is the exact cause of oll the strange reactions of my system!

Anyway, thanks for thinking with me!

Pieter