Switched to cable internet, can't connect

March 5, 2010 at 15:50:11
Specs: Windows Vista Home Premium
I have just switched to a new cable internet system, including Motorola modem and D-Link router. On Day 1 everything worked perfectly, both on the regular PC and on my laptop - the latter wireless. On Day 2 I restarted the PC and the internet did not work. The signal was not detected. I did the recommended disconnecting, unplugging, rebooting, all to no avail. I then discovered that the Sophos anti-virus was also not working and the Canon printer no longer existed on the system. I tried reloading the printer driver, but it would not load as it said the printer spooler was not working and to try rebooting the system to get it to operate, but that did not work. I also have a CD for setting up the internet but that does not do anything either. A window starts the loading bar, but it quickly disappears without anything being changed. Looking at msconfig confirmed that all the problem items were reported as stopped and I have not succeeded in restartng them.
Prior to the cable internet I had been using a USB internet stick for several months and there was never a problem. I tried using that again, but it also would not work, just saying it was terminated. All regular software seems to work as normal - I have not yet found any other problems. But not having internet, anti-virus or any printing rather seriously affects using the computer!
A week later I still have not managed to resolve anything. Any suggestions, and also any ideas about what has happened and how to avoid it again? Could it be a virus that has caused it, knocking over the anti-virus program first? But I find that rather doubtful. Sophos are working on the problem but have not come up with any suggestions yet that have achieved anything.
I should add that the laptop is still working perfectly with the internet and also I have connected up an old XP PC I still had and that is also working perfectly with the internet connected by the cable from the router, exactly as the problem PC was connected. (I am sending this question from the old PC.)

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#1
March 6, 2010 at 05:31:18
Could it be a virus that has caused it, knocking over the anti-virus program first?

This is distinctly possible and from what you describe, that's actually the first thing that came to my mind. If you could get connected I'd recommend an online antivirus scan.

First, check in Device Manager (Control Panel >> System) and see if your NIC is working. If there's no exclamation point beside your network interface then it should be working.

Assuming it's ok, open a command prompt window (Start >> Run >> type in cmd and hit Enter) on both the PC and the laptop and type the following command:

ipconfig /all

Now compare the output between the two. The only thing that should not be identical is the actual IP address.

If you could copy and paste that info in a reply, that would help us have a look.


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#2
March 7, 2010 at 01:16:34
Thanks for the reply. The NIC does appear to be working OK.
The ipconfig reports follow, including for the old XP PC that is working fine with the internet cable connection that now does not work on the problem PC. Apologies that the problem PC report is in German, as we are in Munich and it has German Vista on it.
--------------------------------------------------------
Problem PC (Vista)
Windows-IP-Konfiguration

Hostname . . . . . . . . . . . . : Besitzer-PC
Primäres DNS-Suffix . . . . . . . :
Knotentyp . . . . . . . . . . . . : Hybrid
IP-Routing aktiviert . . . . . . : Nein
WINS-Proxy aktiviert . . . . . . : Nein

Ethernet-Adapter LAN-Verbindung:

Medienstatus. . . . . . . . . . . : Medium getrennt
Verbindungsspezifisches DNS-Suffix: search.b.superkabel.de
Beschreibung. . . . . . . . . . . : Realtek RTL8168/8111 Family PCI-E Gigabit
Ethernet NIC (NDIS 6.0)
Physikalische Adresse . . . . . . : 00-1D-60-77-D7-B9
DHCP aktiviert. . . . . . . . . . : Ja
Autokonfiguration aktiviert . . . : Ja

Tunneladapter LAN-Verbindung* 7:

Medienstatus. . . . . . . . . . . : Medium getrennt
Verbindungsspezifisches DNS-Suffix:
Beschreibung. . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physikalische Adresse . . . . . . : 02-00-54-55-4E-01
DHCP aktiviert. . . . . . . . . . : Nein
Autokonfiguration aktiviert . . . : Ja

-----------------------------------------------------------------
Wireless laptop (Vista)
Windows IP Configuration

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

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Marvell Yukon 88E8055 PCI-E Gigabit Ether
net Controller
Physical Address. . . . . . . . . : 00-1B-24-B8-DF-C9
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Wireless Network Connection 2:

Connection-specific DNS Suffix . : search.b.superkabel.de
Description . . . . . . . . . . . : Intel(R) PRO/Wireless 3945ABG Network Con
nection
Physical Address. . . . . . . . . : 00-1B-77-E6-4D-93
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::b8f7:407:f034:d2f3%8(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.0.101(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : 06 March 2010 08:17:41
Lease Expires . . . . . . . . . . : 13 March 2010 11:51:03
Default Gateway . . . . . . . . . : 192.168.0.1
DHCP Server . . . . . . . . . . . : 192.168.0.1
DHCPv6 IAID . . . . . . . . . . . : 251664850
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-0F-07-53-7C-00-1B-77-E6-4D-93

DNS Servers . . . . . . . . . . . : fe80::e9f6:5106:5d9b:a4c8%8
192.168.0.1
NetBIOS over Tcpip. . . . . . . . : Enabled
Connection-specific DNS Suffix Search List :
mshome.net

Tunnel adapter Local Area Connection* 6:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : isatap.{0072C04C-BA53-4175-986F-774D9858738C}
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 7:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 02-00-54-55-4E-01
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 9:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : search.b.superkabel.de
Description . . . . . . . . . . . : isatap.search.b.superkabel.de
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

-------------------------------------------------------------------------
Old PC with XP (working fine with internet cable)

Windows IP Configuration

Host Name . . . . . . . . . . . . : philip-8fd5mzsp
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Unknown
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : search.b.superkabel.de

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . : search.b.superkabel.de
Description . . . . . . . . . . . : VIA Compatable Fast Ethernet Adapter

Physical Address. . . . . . . . . : 00-0B-6A-0B-2B-B0
Dhcp Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
IP Address. . . . . . . . . . . . : 192.168.0.100
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : 192.168.0.1
DHCP Server . . . . . . . . . . . : 192.168.0.1
DNS Servers . . . . . . . . . . . : 192.168.0.1
Lease Obtained. . . . . . . . . . : 07 March 2010 08:05:00
Lease Expires . . . . . . . . . . : 14 March 2010 08:05:00

PPP adapter The Internet (2):

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : WAN (PPP/SLIP) Interface
Physical Address. . . . . . . . . : 00-53-45-00-00-00
Dhcp Enabled. . . . . . . . . . . : No
IP Address. . . . . . . . . . . . : 172.158.61.125
Subnet Mask . . . . . . . . . . . : 255.255.255.255
Default Gateway . . . . . . . . . :
DNS Servers . . . . . . . . . . . : 205.188.146.145
NetBIOS over Tcpip. . . . . . . . : Disabled


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#3
March 7, 2010 at 05:32:01
What sticks out immediately is that your problem PC has DHCP enabled, but doesn't seem to be getting an IP address.

DHCP aktiviert. . . . . . . . . . : Ja
Autokonfiguration aktiviert . . . : Ja

You will want to open the command prompt on it again and try the following commands with the computer connected:

ipconfig /release

followed by:

ipconfig /renew

If it doesn't grab an IP then we can feel pretty confident the NIC, or the TCP/IP stack on that unit is the issue.

I haven't looked at Vista, not am I likely to ever do so now that 7 is out....but check the properties for the NIC and ensure you have IPv4 added to that interface and enabled. If it already was, try uninstalling the TCP/IP stack and then reboot and reinstall it.

Report back if any of the above work.


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Related Solutions

#4
March 7, 2010 at 15:13:29
Result is below. What do we need to do abut the RPC server? Also, what can I try for the Printer spooler and the Sophos anti-virus to make them active again?

C:\Users\Besitzer>ipconfig/release

Windows-IP-Konfiguration

Beim Freigeben der Schnittstelle LAN-Verbindung ist folgender Fehler aufgetreten
: Der RPC-Server ist nicht verfügbar.


C:\Users\Besitzer>ipconfig/renew

Windows-IP-Konfiguration

Beim Aktualisieren der Schnittstelle "LAN-Verbindung" ist folgender Fehler aufge
treten: Der RPC-Server ist nicht verfügbar.


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#5
March 8, 2010 at 05:52:13
Sadly, I don't speak German.

Could you translate the RPC related information and post it please.

I suspect the error is the RPC service on the problem computer. You can check on that in Control Panel >> Administrative Tools >> Services.

The RPC service should be on and set to automatic. It it's not on, that could easily explain why you're not getting an IP address from DHCP.


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#6
March 8, 2010 at 09:49:45
Sorry about the language! Basically the messages say that when releasing or updating the LAN connection interface the following error occurs:
The RPC Server is not available

So this confirms that problem. When looking at the Services as you asked, I can report that the RPC is set to automatic and its Status is Started.

The printer spooler is set to automatic, but is not started.
Sophos is set to automatic but is not started, although the Sophos AutoUpdate Service is started.

There are a number of others that are set to automatic, but are not started and so let me know if there any others that are relevant to this. Is it correct for some of the automatic ones not to be started?

One that looks as though it may be relevant is NLA, which is automatic but not started.

By the way, linguee.de is very good for helpng with translation when needed! But I will try to sort it before posting! I very much apprecate the time and effort you are already taking.


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#7
March 8, 2010 at 10:48:25
I figured that was what the error message was saying.

I think now would be a good time to try uninstall/reinstalling the NIC itself in Device Manager. If it comes back up as "Local Area Connection 2" and doesn't work, you may have to do a complete reinstall of your OS. We've had something like this happen here at work on specific Dell machines and it's a conflict issue that could only be resolved by a reinstall of the OS.

If it comes back up as "Local Area Connection" but still doesn't work, the next thing I would try is to uninstall/reinstall the TCP/IP stack.

Hopefully one of the two will fix it. If not, I'm almost out of ideas.


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#8
March 8, 2010 at 15:15:19
I think I have done the NIC OK, but I cannot find the Local Area Connection info. How do you get that?

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#9
March 9, 2010 at 05:36:05
Right click on your My Network Places icon and select "Properties" from the menu that comes up. Once that window opens, right click on your NIC (Local Area Connection) and select "Properties" again.

In the window that opens up, click on "Internet Protocol (TCP/IP)" to highlight it and then click on uninstall and reboot. After the reboot, reinstall.


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#10
March 11, 2010 at 06:26:29
I think I have done that OK by unticking and ticking again after the reboot, but no sign of any change. Was that what was needed? If so, what do we try next? !!

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#11
March 11, 2010 at 07:16:38
Completely uninstall it, don't just uncheck it.

Uninstalling it removes all of the TCP/IP protocol stack and it's associated files. Unchecking the box doesn't. If you have a corrupt file or two, that won't fix it whereas un/reinstalling it will.


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#12
March 11, 2010 at 11:50:45
What I have found is that TCP/IPv6 and TCP/IPv4 cannot be uninstalled. That button is not available, only the install button. This does not seem to do anything. It goes to a new window with the option for Client, Service or Protocol, but I have not managed to achieve anything. What should I try?

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#13
March 11, 2010 at 12:09:32
Hmmmmm.......

Ok, that is weird. You should be able to uninstall either one or both.

I'm not sure what's wrong, but it appears something is if you can't even uninstall the TCP/IP stacks. It may be time to take it in to a qualified technician and have them figure out what to do. Without actually being able to physically work on the unit, I'm out of ideas what to try next.


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#14
March 25, 2010 at 04:14:59
Hello again - apologies for the delay as I have been away. In case you are still looking in, I was thinking that it might be best to completely reinstall Windows, i.e. start from scratch so that everything should be set correctly again. I have backed up all my data files, and any programs that I lose that I cannot reload should not be too serious.
So I have tried with my Windows disk, that has never been touched since being originally loaded, and even this does not work. After pressing the installation button it then comes up with an error saying that the file WinSetup.dll cannot be loaded or is damaged. Error code: 0x45A. It cannot be damaged and so perhaps this does show some sort of fundamental problem that has taken root on the PC. Anything I can try to resolve this? I am not experienced at playing with operating systems, but I will also check the Windows website to see if that gives any clues.

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#15
March 25, 2010 at 04:58:51
Suspect bad ram. That is often the culprit when an install disk fails with "Missing file" errors

Goin' Fishin' (Some day)


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#16
March 25, 2010 at 06:12:32
Good thinking Richard!

That could also cause other issues, like the ones you've been having.

If you're comfortable and confident working on hardware you can likely diagnose, and if need be, swap out a bad stick of RAM yourself. If you're not, take it in to a reputable shop.


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#17
March 25, 2010 at 06:50:18
OK, thanks for the new idea. Good to have two people on the job! Not knowing anything at all about RAM problems, is there any way I can check that myself first?
Is there anything that can be achieved/checked with a system repair function?

Can a RAM problem possibly get triggered by being connected to a new internet connection, within less than 24 hours? If so, is it still likely to be caused by a virus?

I have tried a bit more with the Printer problem, and I have succeeded in getting the Printer Spooler started, and rebooting the computer brought it back up as Started which was a good sign. So I then tried loading the printer driver again while watching the Spooler status, and immediately the Spooler shifted to Stopped, and of course the driver installation stopped as before. Does this also possibly fit with the RAM problem idea?
However, trying to restart the Sophos anti-virus failed. With the Sophos problem they have given instructions about downloading a Sophos boot file to put on CD and then get the computer to fire that up when booting, but it also will not work and the normal Windows boot replaces it. So the attempt to have Sophos analyse whether there was a virus problem has not succeeded.

Thanks again for the interest and for trying to help.


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#18
March 25, 2010 at 07:16:24
Not knowing anything at all about RAM problems, is there any way I can check that myself first?

I would recommend you don't if you don't know anything about it. It's all too easy to really mess things up with your computer case opened.

My son recently tried to add a stick of RAM to his PC. He has a friend that "knows all about computers". They fried the motherboard.

So I would highly recommend you take the PC in to a reputable shop, tell them what's been going on and ask them to please check the hardware over and give you a diagnosis.

I've worked as a hardware tech and I can tell you it shouldn't take me more than an hour to do a diagnosis. I would ask if they have a flat rate for a hardware diagnosis.....some shops do that too.


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