cannot access google.com

Virus & Spyware

Virus & Spyware
Perspectives on PC security, including antivirus, anti-spyware and firewall solutions.

cannot access google.com

This question is answered
Hi,
           I have read the FAQs and checked for similar issues: for unable to access google.com . I could not find any help. Below is the description of the problem...
My laptop at home cannot access google.com or picasa or support related websites. ( this message is posted from my office computer).  
I'm facing a weird problem, for almost 5 months now. My internet connection at home works properly. I can access Facebook, Gmail, Google plus, You-tube and almost all sites. I can even access Google.co.inGoogle.com.nz ( Google sites of other countries.), But i can't access "Google.com ". the error i see is, unable to open Google.com check your internet connection or diagnose problem. 
My attempt in trouble shooting......
  • I have tried DNS flush
  • Followed most of the trouble shooting steps discussed in the forum, Windows7, and more specifically steps discussed in google support website.
  • Removed cache memory, cookies  using CC cleaner. 
  • Re-set internet modem and called up my internet provider to see if google.com is being blocked ? 
  • on CMD line, i did... ping google.com ( result: 0% loss ) , same with other websites. 
  • uninstalled chrome/ internet explorer/ firefox, and re-installed them ...still no luck. 
  • My computer runs McAfee anti virus, did complete full scan - no virus found. 
  • Changed Mc Afee setting and reconfigure the firewall for web browser to "allow for safe" and click "ok".
  • Took my computer to my office internet network, still can't open google.com.  or google.com opens in my friends laptop in my internet connection.  ( Rules out internet/network dependent problem)
I really don't understand whats going on with my computer. I run Windows 7, 64 Bit, 8 GB RAM, DELL Inspiron 14z. I bought this laptop in December 2011, the problem started in Jan 2011.
How is it that i can access and surf all websites, except Google.com ?? 
Any help will be highly appreciated. 
Thank you,
Sundar 
Verified Answer
All Replies
  • Hi,

    My laptop at home cannot access google.com or picasa or support related websites. ( this message is posted from my office computer).  
    I'm facing a weird problem, for almost 5 months now. My internet connection at home works properly. I can access Facebook, Gmail, Google plus, You-tube and almost all sites. I can even access Google.co.inGoogle.com.nz ( Google sites of other countries.), But i can't access "Google.com ". the error i see is, unable to open Google.com check your internet connection or diagnose problem. 
    My attempt in trouble shooting......
    • I have tried DNS flush
    • Followed most of the trouble shooting steps discussed in the forum, Windows7, and more specifically steps discussed in google support website.
    • Removed cache memory, cookies  using CC cleaner. 
    • Re-set internet modem and called up my internet provider to see if google.com is being blocked ? 
    • on CMD line, i did... ping google.com ( result: 0% loss ) , same with other websites. 
    • uninstalled chrome/ internet explorer/ firefox, and re-installed them ...still no luck. 
    • My computer runs McAfee anti virus, did complete full scan - no virus found. 
    • Changed Mc Afee setting and reconfigure the firewall for web browser to "allow for safe" and click "ok".
    • Took my computer to my office internet network, still can't open google.com.  or google.com opens in my friends laptop in my internet connection.  ( Rules out internet/network dependent problem)
    I really don't understand whats going on with my computer. I run Windows 7, 64 Bit, 8 GB RAM, DELL Inspiron 14z. I bought this laptop in December 2011, the problem started in Jan 2011.
    How is it that i can access and surf all websites, except Google.com ?? 
    Any help will be highly appreciated. 
    Thank you,
    Sundar 
  • Sundar,

     

    Try putting this ip address in your address bar and see if you can access Google.

     

    173.194.43.40

     

    If you cannot, try downloading Malwarebytes Anti-Malware update it and do a quick scan. If it finds anything, please post the log back here.

     

     

    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!

  • Hey Sundar786,

    You have Tried many of the Troubleshooting steps. Could you please uninstall Mcafee completely using this tool

    download.mcafee.com/.../MCPR.exe  

    Once you are done please revert back

    Anish

    Certified Dell community Professional

  • Hi,

           The IP Address you have given open google.com !!

  • Hi Anish,

                  I have a paid version of McAfee, for three years from DELL. If i uninstall it , i don't have a CD to re-install back again. I will have to talk to DELL representative before, i uninstall it. Will get back to you again. Thank you

  • Sundar786,

     

    Did you run Malwarebytes?

     

     

    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 Rick,

       I did run the Malwarebytes you have recommended. The report is pasted below. Thankyou

    Malwarebytes Anti-Malware (Trial) 1.61.0.1400

    www.malwarebytes.org

    Database version: v2012.04.25.10

    Windows 7 Service Pack 1 x64 NTFS

    Internet Explorer 9.0.8112.16421

    sundar :: SUNDAR-PC [administrator]

    Protection: Enabled

    4/25/2012 9:42:08 PM

    mbam-log-2012-04-25 (21-42-08).txt

    Scan type: Quick scan

    Scan options enabled: Memory | Startup | Registry | File System | Heuristics/Extra | Heuristics/Shuriken | PUP | PUM

    Scan options disabled: P2P

    Objects scanned: 206350

    Time elapsed: 3 minute(s), 43 second(s)

    Memory Processes Detected: 1

    C:\Windows\svchost.exe (Trojan.Agent) -> 5560 -> Delete on reboot.

    Memory Modules Detected: 0

    (No malicious items detected)

    Registry Keys Detected: 0

    (No malicious items detected)

    Registry Values Detected: 0

    (No malicious items detected)

    Registry Data Items Detected: 0

    (No malicious items detected)

    Folders Detected: 0

    (No malicious items detected)

    Files Detected: 1

    C:\Windows\svchost.exe (Trojan.Agent) -> Delete on reboot.

    (end)

  • Sundar786,

     

    I see there was a trojan and I am going to move this thread to the Virus & Spyware Forum. I feel there is something that is redirecting you so you cannot go to Google.com.

     

     

    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 thank you for your support.  At least i can see whats going on now with the google.com. Trojan it is !!

  • Sundar786,

    Welcome to the Virus & Spyware Forum.

    Sundar786
    I have a paid version of McAfee, for three years from DELL. If i uninstall it , i don't have a CD to re-install back again. I will have to talk to DELL representative before, i uninstall it. Will get back to you again. Thank you

    Please do not uninstall McAfee.

    You will need to run more specialized tools. Diagnostic and rootkit scans need to be run to make sure that system is disinfected. Unfortunately, Dell Community no longer provides one-on-one malware removal.

    My suggestion is to post in the Malware Removal Forum at SpywareHammer and have the staff trained in malware removal walk you through the diagnostic logs and a cleanup. Please use your same username as you have here and include a link to this topic in your post. If you do that I can let staff know to help you as soon as possible. Help is free, but you will need to register there and follow the posting instructions. 


     

    Microsoft MVP - Consumer Security
    Social Media and Community Professional
    SpywareHammer

    I am not a Microsoft or a Dell employee. I am a volunteer.

     

  • Did you re-run MalWare Bytes to see if the Trojan was actually gone. The only trojan I ever had was NOT removed by MalWare Bytes until I ran the Scan in SAFE mode.

    XPS M1530, Windows 8.1 Pro 32-bit
    Inspiron E1705, Windows 8.1 Pro 32-bit
    Dimension 9100, Windows 8.1 Pro 32 bit
    Inspiron 660, Windows 8.1 Home - 64 bit
    Compaq DX 4370G, Windows 8.1 Home - 64 bit
    Asus T100 Tablet, Windows 8.1 Home - 32 bit

  • Thanks for your suggestion, Kirk, but time is of the essence in handling these. There is more on that system than MBAM is seeing.

    Sundar786, please do not waste time running MBAM again. Please get help from someone who is familiar with that particular infection and the procedure to fix it.  The last one of  these that I handled had a Master Boot Record infection.


     

    Microsoft MVP - Consumer Security
    Social Media and Community Professional
    SpywareHammer

    I am not a Microsoft or a Dell employee. I am a volunteer.

     

  • Hi Kirkd,

                I did run malware bytes in safe mode. But, it is still the same, every time i run Malware bytes it says, you have two threats,  Trojan svchost.exe . 

    Thank you for your help. 

  • Hello Bugbatter,

                         Thank you for the suggestions, i shall resister in Spywarehammer forum.

    Thank you

  • Hi ....Sorry...for Typo......it was supposed to be " Hello". Sorry, once again.

    Really appreciate your suggestion and time

    Thank you