Internet connection fails

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I’ve got a friend whose internet connection has failed.

She is connected via ethernet, and the status for that on the tray icon says it is connected but no internet.

She is also connected to her wifi, and it says Limited.

She has a mobile hotspot and it shows Limited too.

Her Netflix app works on the tv, so I know the wifi is working.

All the lights on her Comcast modem are lit.

I have to troubleshoot this over the phone since I can’t log in remotely.

She has rebooted twice.

any ideas where to start?

Thanks

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Vincenzo wrote:

All the lights on her Comcast modem are lit.

Unplug the power line to the modem for 10~ minutes. This will reboot the modem and is the first thing Comcast will tell you to do if you call tech help. Easiest first thing to try.

hth

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Yes, did that, also called Comcast and they rebooted it from their end.

Thanks

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Vincenzo wrote:

Yes, did that, also called Comcast and they rebooted it from their end.

Okay, next step is to troubleshoot the internet connection. In search window (on desktop) type Troubleshoot

You will see options for settings, click on that and a window like the attached should appear. Use the Find n Fix internet connections.

Pay no attention to the red words in my screenshot, I do not share with Microsoft.

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[Vincenzo]

When I did that, it gave a message that the Diagnostic Policy Service was not running. Since I was troubleshooting over the phone, I decided that our time would be better spent on other tasks, since I wasn’t sure what to do with that, other than try to direct her how to go to Services.msc and try starting it. But we were running out of time for tonight.

I wanted to confirm for sure that the modem and wifi were working, so I had her dig out her old (wifi only) iPad, and that connected just fine. So now I know that I need to focus on the computer.

Thanks

• This reply was modified 3 years, 6 months ago by Vincenzo.

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Bluetrix

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To eliminate the modem as the problem, you can connect the computer directly to the modem with Ethernet. If you have connection, then the modem is OK.

If the router is separate from the modem, the sequence I usually follow is:
+ Disconnect power from modem and router, shut down computer.
+ Wait several minutes.
+ Power up the modem and wait until all lights are stable. Sometimes takes several minutes.
+ Power up router and wait until all lights are stable. Sometimes takes several minutes.
+ Finally power up computer and wait for it to complete startup.

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[Vincenzo]

The modem and router are unit here.

But I’ve confirmed modem/router is not the issue, since 3 other devices work fine on that same modem.

I’m not sure how to go about troubleshooting the computer problem. Both the ethernet and wifi are showing as connected, but with no internet.

Thanks.

• This reply was modified 3 years, 6 months ago by Vincenzo.

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Did you check Control Panel>Programs & Features> Turn Windows Features on/off to see if SMBv1 is checked?

Don't take yourself so seriously, no one else does 🙂
All W10 Pro at 22H2,(2 Desktops, 1 Laptop).

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No. I will be on the phone with her in about 2 hours, I will have her check it.

Thanks

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Vincenzo wrote:

No. I will be on the phone with her in about 2 hours, I will have her check it.

Did you find a resolution to the problem?

Don't take yourself so seriously, no one else does 🙂
All W10 Pro at 22H2,(2 Desktops, 1 Laptop).

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THanks for checking back.

In addition to the internet not working, we find out a whole slew of other things are not working:
System Protection will not open
Task Manager will not open
Carbonite not running
Runtime C++ error, and more failures.

Troubleshooting was difficult over the phone.
We let it sit for about an hour while I was researching ideas, and when I came back everything was working like it should, for no apparent reason.
It continues to work but my friend does not trust it and needs it to be reliable.
So we ordered a new computer to be delivered next week.

1 user thanked author for this post.

CADesertRat

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Vincenzo wrote:

It continues to work but my friend does not trust it and needs it to be reliable. So we ordered a new computer to be delivered next week.

Well. That should solve it! 😉

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[Alex5723]

Vincenzo wrote:

It continues to work but my friend does not trust it and needs it to be reliable.
So we ordered a new computer to be delivered next week.

Buying a new computer due to Windows OS problems ? Why not just fully backup the PC and clean install Windows ?
It is easier, faster and doesn’t cost a dime.

• This reply was modified 3 years, 6 months ago by Alex5723.

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She is 1000 miles away, working over the phone not easy when no internet connection.

And her computer is old, she wants a new one anyway, with SSD, faster processor, more storage.

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Vincenzo wrote:

she wants a new one anyway

That should be the clue, LOL

Don't take yourself so seriously, no one else does 🙂
All W10 Pro at 22H2,(2 Desktops, 1 Laptop).

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