Cannot connect to internet, but WiFi Network connection seems OK

Networking, Internet, Wireless

Networking, Internet, Wireless
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Cannot connect to internet, but WiFi Network connection seems OK

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Hi All,

 

I have a 7 month old Dell XPS 17 which has a Intel® Centrino® Advanced-N 6230 (2x2 b/g/n+ Bluetooth Combo Card). I have been using the wireless internet connection via my BT broadband package for months, everything OK, then suddenly the laptop can no longer connect to the internet.

All the diagnostic tools say everything is OK but the broadband modem is having problems. The other laptops on the home WiFi network can all access the internet fine, so the BT broadband IS working, so it must be the DELL Laptop, right?

 

The laptop keeps telling me to reset the modem, which I have done, but to no avail...it is still working with theother laptops, so this can't be the problem.

Am guessing that this is a hardware fault in my Dell laptop?

any suggestion would be greatly appreciated.

Verified Answer
  • Hi, I tried the antimalware software...no result.

    I use 'Webroot Secure Anywhere Essentials', which was auto updated on 25th December2011...hhhmmm was that the time that the internet stopped working...why yes, what a shock!

    Basically, long story short, I have got it sorted out, and the internet is working again! Hooray.

    In the network properties, on the networking tab, there is a 'Privacyware Filter Driver' which when de-selected, allows the 'internet' to work. A little investigative work on the internet brought up the link between this and Webroot. It appears that Webroot is making things a little too private!

    Anyway, all sorted now. I guess Webroot need to be informed of this problem?

    Big thanks to The George for coming up with the fix!

    Cheers buddy!!!

  • Here's the response from Webroot about this, and how to permanently remove the offending driver:

All Replies
  • rugton,

     

    You powered down the isp modem/router and the wirless router for 30 seconds. Then power on the isp modem/router. Wait 15 seconds, then power on the wireless router(if any) Restart the problem computer and try to connect?

     

    Did you try disabling the wireless n on the wireless adapter?

     

     

    Rick

    #DellRockStar

    What is a Dell Service Tag and how do I locate it? 

     

     

    Original poster, If you have solved your problem, can you please mark the correct thread(s) with your solution. Thanks 

    Welcome to Dell Community!

  • Many thanks, but no luck.

    I tried everything you suggested but the laptop still won't connect to the internet.

    It CAN connect to the wireless network fine, and indeed accessed a document on another computer on the wireless network, and also printed to a wireless printer, but it just cannot access the internet. The wifi router seems to be working fine and the other network computers can access the internet, just not the Dell machine.

    Is this likely to be a software 'setting' somewhere or is it likely that (...please excuse me getting all technical...) the bit of hardware that accesses the internet is broken?

    All the Windows7 network diagnostic tools tells me is that the router needs to be reset, so it isn't really getting the right picture because the router seems fine. Here's what the tool says:

    "the connection between your access point, router, or cable modem and the internet is broken. The network gateway is accessible, but Windows couldn't receive network traffic from the internet" it then goes on to give the same advice as Rick, above.

    Does anyone else have any further suggestions?

    many thanks

    Rugton

  • I am now getting the message that the DNS server is incorrect or doesn't exist. Not sure how to check that the Dell laptop is looking at the correct DNS name, or what it even should be!

  • rugton,

     

    Start, control panel, network and sharing center, click on your network, then properties.

     

    Look for TCP/IPv4 and TCP/IPv6 and click on properties for each. Have your settings match mine.

     

     

     

    Rick

    #DellRockStar

    What is a Dell Service Tag and how do I locate it? 

     

     

    Original poster, If you have solved your problem, can you please mark the correct thread(s) with your solution. Thanks 

    Welcome to Dell Community!

  • all the suggested settings already reflect your settings.

    Still no success.

    :)

  • rugton,

     

    Scan for malware? Download Malwarebytes Anti-Malware and do a quick scan. Report back if it finds anything.

     

    What virus program are you using?

     

     

    Rick

    #DellRockStar

    What is a Dell Service Tag and how do I locate it? 

     

     

    Original poster, If you have solved your problem, can you please mark the correct thread(s) with your solution. Thanks 

    Welcome to Dell Community!

  • Hi, I tried the antimalware software...no result.

    I use 'Webroot Secure Anywhere Essentials', which was auto updated on 25th December2011...hhhmmm was that the time that the internet stopped working...why yes, what a shock!

    Basically, long story short, I have got it sorted out, and the internet is working again! Hooray.

    In the network properties, on the networking tab, there is a 'Privacyware Filter Driver' which when de-selected, allows the 'internet' to work. A little investigative work on the internet brought up the link between this and Webroot. It appears that Webroot is making things a little too private!

    Anyway, all sorted now. I guess Webroot need to be informed of this problem?

    Big thanks to The George for coming up with the fix!

    Cheers buddy!!!

  • rugton,

     

    Interesting. Glad you got ti working! Yes Thanks for posting back.

     

    Take care,

     

     

    Rick

    #DellRockStar

    What is a Dell Service Tag and how do I locate it? 

     

     

    Original poster, If you have solved your problem, can you please mark the correct thread(s) with your solution. Thanks 

    Welcome to Dell Community!

  • Here's the response from Webroot about this, and how to permanently remove the offending driver:

  • I am having that same problem and I wanted to know how to I get to the network properties on windows 7. 

  • look in ...

    Start, control panel, network & internet, network and sharing center, click on your network (it might be shown as: 'Connections: Local Area Connection', or something like this), then properties.

    hope this helps

    Chris

  • Hi. I have a DELL Inspiron 15 - Dell Wireless 1397 WLAN Mini-Card and am experiencing the same issue.

    I don't have Webroot, but my Properties are in a HomeGroup, and I'm having trouble locating the Property settings that might be causing this.

    I had watched YouTube earlier in the day, shut down, then re-booting later in the evening.

    The latest update involved Adobe Flash Player.

    Thanks

  • Hitchguy7,

     

    Did you try system restore before the Windows updates?

     

     

    Rick

    #DellRockStar

    What is a Dell Service Tag and how do I locate it? 

     

     

    Original poster, If you have solved your problem, can you please mark the correct thread(s) with your solution. Thanks 

    Welcome to Dell Community!

  • No, before the laptop display is done loading, that's when an Adobe Flash Player update when available prompt appears. Like all the others, I tried to run it and that's when I discovered the inter connection was not working. Any ideas?
  • Hitchguy7,

     

    Do you have McAfee installed? The recent update has caused connection problems. Use a system restore point and go back a day or two.

     

     

    Rixk

    #DellRockStar

    What is a Dell Service Tag and how do I locate it? 

     

     

    Original poster, If you have solved your problem, can you please mark the correct thread(s) with your solution. Thanks 

    Welcome to Dell Community!