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I cannot connect to the Internet via a wireless connection on a laptop, and am only able to ping in safe mode. A Time-Warner expert believes that it is a virus or Trojan, but I have been able to connect at another location. Weird. Any suggestions would be appreciated.

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  • Operadiva Oct 04, 2008

    KI am running Windows XP Home. I have three computers, two notebooks and a desktop. One of the notebooks and the desktop connect perfectly well. The problem only affects one notebook. No, none of the internet options has been changed. Yes, I get a proper IP address, but the system will only ping in safe mode.

    I will try the programmes suggested to check for virus/spyware/malware.

    Thank you.

  • Operadiva Oct 04, 2008

    But if I cannot connect to the Internet -- the problem with this computer --- I cannot download any virus/malware/spyware programmes!! I have Norton 360, and it indicates no problems.

  • Operadiva Oct 20, 2008

    My apologies for my incivility. I was called away suddenly, and this problem was shoved down the priority list.

    Thank you all for your help. This is a fabulous resource, and I am most grateful for your willingness to come to my aid.

    Time-Warner (reluctantly) discovered that their router and/or modem were at fault, and replaced them both with one nifty new unit. All is now well.

  • Art Grutman May 11, 2010

    Has this always been a problem on this laptop, or did it just begin recently?

    How familiar are you with windows troubleshooting?

    Have you ever, or do you know how to modify the registry?

    This way I'll be able to guide you appropriately.

    I would suggest that you first start by obtaining some utilities from the internet. (use your other computers and put them on a flash drive or cd)

    Go to (now a Microsoft website) This third party company made some really nice utilities that Microsoft ended up buying them out for. Specifically, you want to download ProcessExplorer (A really great process viewer) and AutoRuns (a really great system configuration utility) Both of these can work together to help troubleshoot problems, but you need to have a little experience. If you don't, we can start by at least using AutoRuns and what you would want to do is go through the list it gives you and write down everything that does not say Microsoft in the publisher/author field. Specifically we are looking for processes and programs that either are made by companies we know make spyware/adware, or better yet, publisher fields that are left completely blank. Most virus developers will not go through the trouble to fill those fields out. Be carefull not to delete any entries in that list, nor do you want to uncheck any without first determining whether or not they really are issues.

    If you are familiar with processes, you can open ProcessExplorer first, then AutoRuns. If you find something suspicious in AutoRuns, you can right click on the item, and then click on either properties or info and it will ask ProcessExplorer to determine whether or not the program is currently running. If it is, that process will be shown to you for further investigation. You also might want to check the 'Winlogon' and 'explorer' processes and see what threads are running underneth them. Do this by right clicking on the process from inside ProcessExplorer and clicking properties. Then click on the 'Threads' tab to see all threads running inside that process. Many times, hackers try to hide processes by buring them under parent processes. Right click on each thread and check it's properties. Take note of which ones are not Microsoft programs and especially those that have no identifing information.

    I'll wait for further info before we go any further.

    Also, a really nice utiliy, if you can get a hold of it, is 'Hirens boot CD.' You need to know how to download it and burn the image on CD. This cd has some nifty utilities that you can use to try to restore any settings that may have been damaged by malware.

  • Art Grutman May 11, 2010

    When you say 'via a wireless connection,' does this mean that this problem is only limited to the wireless connection? Can you access the internet via a direct cable connection?

    I also need some more info on:

    What OS are you running? Windows XP (home/pro), 2000, Vista, OS X, Linux

    What browser are you testing with?

    Are you connecting directly to the ISP provided equipment, or do you have your own in between?


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Post more details

in the mean time try this:

1. if it's a virus or malware clean up your computer (use AVG or avast for virus clean up and Spybot S&D, adware se, and a-squared for other malware.. all of them are free). make sure you update the programs and run them 1 or 2 times depending how contaminated your system is.

2. repair your internet adapter's connection:. in network connections, select right click your network adapter and select repair.. see if you get an valid ip address different from

3. Do you have access to your access point / router on the network you have problems with.
you need to have the SSID for your Access point (router) and a key or passphrase (if setup) if you don't have those check with your network administrator

4. did you mess around with the internet options?.. open your browser go into tools, internet options, security tab and reset your internet settings for the internet zone to default.

5. check you are within range and that your wireless adapter is on.

good luck and post more details to be assisted further if needed.

Posted on Oct 04, 2008

  • Francisco Cortes
    Francisco Cortes Oct 04, 2008

    goraventech, testing suggestion is excellent..

    I just wanted to suggest the following

    if the wireless adapter is a pci card test that on the other laptop if possible to rule out the possibility of hardware malfunctioning.

    when you are saying you can ping in safe mode.. what are you pinging? is another computer in your network or is it another computer/server outside your network?... if it's outside your network it resolving ip into name addresses?

    if it is another computer in your network your wireless adapter may be ok.. so check

    a. your access point configuration

    b.your firewall settings on your system and one your router

    c. your antivirus configuration for internet settings.

    is the other laptop using norton 360 as well?

    has it ever work before? if yes try to remember any new installations and use system restore or manually uninstalled to go back to previous configuration.

  • Francisco Cortes
    Francisco Cortes Oct 20, 2008

    that was weird... If the router or the modem were at fault what you would expect is for no internet connection to be avaliable anywhere.. unless is specifically the router.. and the plugged where your computer problem was connected to, or if the computer was connected to the access point wireless probably the antennae on the access point/router was the problem (that if the other 2 computers were wire connected)

    just for feedback sake.. could you note what type of setup you had?? were all the computer wired plugged into the router?, you had a modem/router? or router and modem...?

    also.. that's why the more specifics you give the better the chances to get a more solid solution otherwise we are all just gessing!! and shooting in the dark.


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