No internet access

bobbymcgee · Jan 30, 2018

Greetings, not sure if this is the right forum for this problem but, here goes. I have a friend who until recently did have internet access he installed avg system tools or something ( I guess he made changes to his pc) all was working he said until he uninstalled everything now he says he gets the little yellow triangle on his internet icon (says no internet access) he said he tried all the troubleshooting steps and nothing seems to be fixing it.When he uses the troubleshooting fix in the settings it keeps coming back with ethernet doesn't have valid ip configuration. He said he reset everything adapter, etc. He thinks that using the av system tools may have changed something( he also went into device manager to disable the network adapter, that didn't work he says he's not even sure if that's the right adapter) He has a Gateway 831GM (originally came with xp media center edition) he then upgraded to win 7 then to win 10) all was working until he uninstalled avg. He said the router is fine because he has another pc connected to it. His ip provider is verizon fios and they didn't find any problems. So any help would be appreciated oh he did try system restore but all restore points were erased and reseting it didn't help. Thmx for any help

Digerati · Jan 30, 2018

I would uninstall the device driver in Device Manager then do a "cold" restart. By "cold" I mean to shut down the computer and unplug it from the wall for about 15 seconds or so, then connect and power up and see what happens.

bobbymcgee · Jan 30, 2018

Digerati said:
I would uninstall the device driver in Device Manager then do a "cold" restart. By "cold" I mean to shut down the computer and unplug it from the wall for about 15 seconds or so, then connect and power up and see what happens.

Followed your suggestion, same thing,ethernet doesn't have a valid IP address also, unable to connect to DHCP server. As I said all this happened after uninstall of avg tune up tools. ( yes he contacted avg with no success) He also replaced ethernet cable. Has another pc connected to this router no problems. Would a clean install(win 10) fix this or no?

xilolee · Jan 30, 2018

Did he set a static ip?

Run the following (unique) command from an elevated command prompt, reboot the machine, then post the result of the Netsh-reset.txt (that should appear) on the desktop (or upload it here):

Warning

If you have set a static IP in internet protocol version 4 (tcp/ipV4) properties of your ethernet/wireless network adapter, you'll have to set it anew, after the reboot.

(echo: && netsh interface ipv4 reset && echo: && echo: && netsh interface ipv6 reset && echo: && echo: && netsh interface tcp reset && echo: && echo: && netsh interface httpstunnel reset && echo: && echo: && netsh interface portproxy reset && echo: && echo: && netsh winsock reset && echo: && echo: && netsh winhttp reset proxy) > "%userprofile%\desktop\Netsh-reset.txt"

Digerati · Jan 30, 2018

Would a clean install(win 10) fix this or no?

Maybe, maybe not. But a clean install should always be a last resort. I recommend you follow xilolee's advice.

niemiro · Jan 31, 2018

This sounds like it might be an improperly removed network filter driver. Can you please boot the system into Safe Mode with Networking and see if the problem still persists? https://support.microsoft.com/en-gb/help/12376/windows-10-start-your-pc-in-safe-mode

Also, boot your computer back into normal mode and from an elevated command prompt run:

Code:

driverquery /V > "%userprofile%\Desktop\driverquery.txt"

and then upload / copy&paste the results here.

Thank you.

bobbymcgee · Jan 31, 2018

As this is a different pc how does my friend give me the results of these txt so I can post them here?

niemiro · Jan 31, 2018

bobbymcgee said:
As this is a different pc how does my friend give me the results of these txt so I can post them here?

They shouldn't be very large so attaching them to an email is probably easiest.

bobbymcgee · Feb 1, 2018

Tried sending Email three times keeps getting message no internet access cannot send mail. Is there any program that can be run that can fix this driver issue such as reset drivers or something similar?

plodr · Feb 2, 2018

Did you friend use the AVG removal tool to remove the registry traces of AVG?

If not, go here
AVG | Download tools and utilities
download the AVG Removal Tool, 7MB, put it on a USB stick and then take it to your friend's computer so it can be run.

bobbymcgee · Feb 2, 2018

plodr said:
Did you friend use the AVG removal tool to remove the registry traces of AVG?

If not, go here
AVG | Download tools and utilities
download the AVG Removal Tool, 7MB, put it on a USB stick and then take it to your friend's computer so it can be run.

I don't think he used the removal tool but at this stage will it fix the networking problem?

niemiro · Feb 2, 2018

bobbymcgee said:
plodr said:

Did you friend use the AVG removal tool to remove the registry traces of AVG?

If not, go here
AVG | Download tools and utilities
download the AVG Removal Tool, 7MB, put it on a USB stick and then take it to your friend's computer so it can be run.

Click to expand...

I don't think he used the removal tool but at this stage will it fix the networking problem?

Quite possibly. The removal tool is designed to find and remove any traces of AVG left behind by the normal uninstaller. It may very well be able to find and remove a last remnant of AVG left behind during the uninstall process which is causing this networking problem. It would certainly be a very good thing to try.

bobbymcgee · Feb 4, 2018

niemiro said:
bobbymcgee said:

plodr said:

Did you friend use the AVG removal tool to remove the registry traces of AVG?

If not, go here
AVG | Download tools and utilities
download the AVG Removal Tool, 7MB, put it on a USB stick and then take it to your friend's computer so it can be run.

Click to expand...

I don't think he used the removal tool but at this stage will it fix the networking problem?

Click to expand...

Quite possibly. The removal tool is designed to find and remove any traces of AVG left behind by the normal uninstaller. It may very well be able to find and remove a last remnant of AVG left behind during the uninstall process which is causing this networking problem. It would certainly be a very good thing to try.

Greetings. used avg removal tool also, on another suggestion windows repair(network repair only) all is working now but the yellow triangle is still on the network icon but troubleshooting says it couldn't find a problem(where as before it said no internet connection) is this normal or is there still a problem? and thnx for your help:dance:

plodr · Feb 5, 2018

Does it now say "limited network connectivity"?

If so read through the first section here
Limited Network Connectivity in Windows 10
follow first 9 steps only.

Don't disable the yellow icon and don't download at the bottom of the page where it says Recommended.

bobbymcgee · Feb 5, 2018

plodr said:
Does it now say "limited network connectivity"?

If so read through the first section here
Limited Network Connectivity in Windows 10
follow first 9 steps only.

Don't disable the yellow icon and don't download at the bottom of the page where it says Recommended.

It does not say limited network connectivity. It says connected.

plodr · Feb 6, 2018

Ok, then ignore the directions on the site I linked to.

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No internet access

bobbymcgee

Well-known member

Digerati

Moderator
Hardware Expert
Microsoft MVP (Ret.)

bobbymcgee

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xilolee

Moderator, BSOD Academy Instructor

Digerati

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Microsoft MVP (Ret.)

niemiro

Senior Administrator, Windows Update Expert

bobbymcgee

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niemiro

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bobbymcgee

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plodr

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bobbymcgee

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niemiro

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bobbymcgee

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plodr

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bobbymcgee

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plodr

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No internet access

Well-known member

ModeratorHardware ExpertMicrosoft MVP (Ret.)

Well-known member

Moderator, BSOD Academy Instructor

ModeratorHardware ExpertMicrosoft MVP (Ret.)

Senior Administrator, Windows Update Expert

Well-known member

Senior Administrator, Windows Update Expert

Well-known member

Sysnative Staff, Contributor

Well-known member

Senior Administrator, Windows Update Expert

Well-known member

Sysnative Staff, Contributor

Well-known member

Sysnative Staff, Contributor

Moderator
Hardware Expert
Microsoft MVP (Ret.)

Moderator
Hardware Expert
Microsoft MVP (Ret.)