Clicky

Hello Everyone,

I have been trying for a week now to help my friend fix his computer, but to no avail.  He can’t access the internet, it said he had no IP address.  Before any of this happened, he was told by zone alarm  to update his firewall.  It uploaded a toolbar he didn't ask for and uninstalled zone alarm. Then reinstalled his previous version of zone alarm again, sans toolbar.  Awhile after that we were talking via  skype  and his pc started intermittently beeping.  Nothing was popping up so there was no indication as to where it came from. Then the next morning, he could no longer access the internet. His service provider said there was nothing wrong with the modem , but they detected that there was no IP address.He tried doing a system restore, but it won’t restore his pc to ANY point.

We have tried:
1.       Unplugging the modem and pc. Reset modem and restart PC.

2.      ipconfig /release , then ipconfig /renew but it came up with " internal error occurred: The request is not supported. Please contact Microst Product Sevices. Unable to query Host name."

3.       We went into the local area connection, then click on properties and brought up Internet Protocol TCP/IP , then created an IP address and the subnet mask. After that we back into the local area connection and tried to obtain the ip address automatically.. this didn’t work either. The IP address came out as all zeros.

4.      Ping the loopback address to verify that TCP/IP is installed and correctly configured. It failed , from what I understand that can mean  (a.) The TCP drivers are corrupted( b.)The network adapter is not working (c.) Another service is interfering with IP. So I have been trying to figure out which one of these 3 it could be.

5.       Then we tried to force a network adapter to acquire an IP address by going to network connections and clicked on repair. It said it failed to query tcp/ip settings.

6.      We also tried to go to the Network Adapters Troubleshooter, We tried to run a network diagnostic. Under Modems and network adapters we clicked on network adapters.... it didn't say pass or fail next to it. There was nothing. So we double clicked on Network Adapters and there was nothing underneath it where these should be.

7.      We went into the device manager - show hidden devices and then clicked on Non plug and play drives. When we double clicked on tcp ip protocol driver it showed it was not running. We tried to enable it and got code error 24. We tried to update it and it did not work.

8. We thought it could be a corrupted winsock. So we reset the winsock by going to cmd  and typing “netsh int ip reset c:\resetlog.txt,”  then rebooted the pc and nothing happened.

9.      We went into services.msc. We looked for "DHCP Client" and the status was not "Started" and the Startup Type wasn't "Automatic". We tried to start it and it said it could not start the service on the local computer.

AND FINALLY
*****10. We tried the network wizard to reinstall the  cable modem drivers. It was going fine until, it said that the cable modem[b] had been completely removed and it could NOT install the drivers[/b]???????? I have no idea what to do now!

I am at a complete loss at to what to do next. I would really really appreciate some help, thankyou all VERY much!
~Mcicki

asked 11/24/2011 12:44

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mcicki ♦♦


8 Answers:
First, very good docs.

What OS is on the system?

You could try "sfc /scannow".  This apps to XP and up. Here's done info for Win 7: http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html
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answered

kbirecki's gravatar image

kbirecki

Hello thankyou so much for responding! He has Win XP , I will have him do this tomorrow.  What do you think of the cable modem not being recognized at all, isn't that odd that is says it's been removed?
Thankyou, I will let you know what happened:)
link

answered 2011-11-24 at 17:48:42

mcicki's gravatar image

mcicki

I would also try  uninstalling the nic from device manager, reboot, then reinstall it.
link

answered 2011-11-24 at 19:35:51

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kbirecki

Hello kbirecki,

I have a silly question, I apologize as I am not really adept with computers. When I go into the device manager it should be under network adapters, correct? My question is is when I uninstall it how do we reinstall it? I don't think he has a disk, I did  read that if you "scan for hardware changes" it will reinstall it, but I don't know if that is under the assumption, that he would have internet connectivity. I just don't want to put him in a worse position than he is already in:) Thankyou again!
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answered 2011-11-25 at 05:27:55

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mcicki

Good question.  Since the computer in question can't connect anyway, you're not going to hurt anything.  And Windows may have a sufficient driver for the NIC anyway, at least on common systems.  But you will likely need to download the appropriate and most recent driver for the NIC anyway from another computer and put the driver files on a USB flash drive or CD.  The computer manufacturer is the best place to go to get the correct driver files.  Some drivers are provided with a Setup.exe file, others are just the driver files themselves.  More on this in a moment, but check the files you download.

So, to uninstall, right-click on "My Computer", choose Properties, select the Hardware tab and click the [Device Manager] button.  Under "Network Adapters", right-click the hardwire adapter and choose "Uninstall" (there may be other things listed like a 1394 Net Adapater, or a Wireless adapter - just leave those for now.)  Follow any prompts that appear.  Then reboot the computer to give it a fresh start.

When it starts back up, Windows may start the Found New Hardware wizard.  If you have the drivers on USB or CD, look at the files to see if there is a Setup.exe file or not.  if there is, just cancel the wizard and run the Setup.exe file (you will be able to get back to the Wizard if necessary.)  When you run the Setup.exe, if it is the right driver, it will find the hardware and install itself successfully.  If it does not work, even if it seems like it should match, there may be some difference, so check again on the manufacturer site if there is another variation of the driver that you can try.

If the driver files do not contain a Setup.exe, you'll need to just use the Found New Hardware wizard to point at the files - follow the prompts but choose the options that allows you to select a file and navigate to the folder that contains the driver files you downloaded.  The wizard will only let you select a folder if it sees valid driver files in it, but again, if it reports that it cannot install the driver, that's because it can't match the driver file to the hardware in the system.  This has always been reliable in my experience, so in this case, you'll have to look for a variant of the driver that works.  Sometimes you can go to the NIC manufacturer, but you'll have to pull the card to look at the model specifically.  Reboot again after the driver is installed just to make sure it loads fully and correctly.

If you haven't run "sfc /scannow" already, you can do that after it starts back up.

Then try your Internet connection again and report back.
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answered 2011-11-25 at 07:21:30

kbirecki's gravatar image

kbirecki

Hello Everyone, I apologize for taking so long. It turns out the only thing that worked was a to insert the winxp disk and do a Repair. We were just going to wipe it as NOTHING at all worked, but we thought we'd try a repait first. It seemed to have fixed the internet connection, We have since found that there is a virus on the computer,.

 It is VirTool:JS/Obfuscator.W
      
Severe
It's called VirTool:JS.Obfuscator.w
http://www.microsoft.com/security/portal/Threat/Encyclopedia/Entry.aspx?Name=VirTool%3aJS%2fObfuscator.W&ThreatID=-2147328807

It is virtually undetectable. We have since put a block in the firewall and internet for this virus. It has blocked it several times now.  So it seems when all else fails, try a repair:)
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answered 2011-11-25 at 15:10:41

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mcicki

I have awarded points to kbirecki, as kbirecki came up with various alternatives that should, in theory, have worked. It just seemed that my problem was more complicated. I appreciate everyones time and help on this. Thankyou!

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answered 2011-12-09 at 18:40:55

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mcicki

Glad you found the root problem.  Those complicated ones are tricky to resolve, and usually involve more than one step or solution.
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answered 2011-12-09 at 18:42:49

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kbirecki

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Asked: 11/24/2011 12:44

Seen: 336 times

Last updated: 12/13/2011 05:21