IE cannot open the page?

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Hi all,

ok, went to a private job last night, on cable virgin media. Last monday virgin guy came and installed new modem. Just wont open IE, packets fine both ways. Type in say google, it just seems to do a rapid noise of clicks and says Internet explorer cannot open the page? Thought ok, might be a virus or something, the tech guy from virgin told her i dunno its youre computer blocking something-yeh thanks
Just booted it up at my gaff, bang straight on the net!! Just downloading AVG as no AV. Bit vexing this one??

Kat

 

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So IE opens, you can get to Google and type in a search but it wont display the results? This is when you get the error message?

Have you tried the same thing in a different browser like firefox?

 

Hi NW,
no, at her place IE opens with the usual M$ page not connected check network settings etc, type www.google.co.uk and get rapid clicks and says IE cannot open page. Everything fine on my network.

 

When on the customers internet connection can you ping a website, say www.msn.com?

I would look at clearing the DNS and ARP cache on the PC, see how the IP address is being configured, DHCP from Virgin or is the modem the DHCP server. Then connect and try and ping an internet address, also try and ping the Virgin DNS server. Also I would switch off the firewall (windows own and/or third party) for the time it takes to trouble shoot, cut down to the basics. Don't forget to switch it back on afterwards

 

Thanks NW,

no firewall, tried pinging the BBC, request timed out!! Will try those things..

 

It sounds like the IP info is not correct. Make a note of the IP address for the same BBC site before you go round there, if you can ping an internet site by IP and not by name, DNS is your culprit. Check the Virgin DNS server IPs, (best make a note of them too incase you need to set them manually).

 

kat731,

Questions:

1. Have you verified that the windows operating system on your client's computer has been registered with Microsoft?
2. On that topic, have you verified that it's a legitimate operating system on the computer?

 

Hi r h, how you been?

Now, thats interesting, why? well been messing about all day with this. When i tried to install AVG it said the OS not being able to support it? Its XP Home-genuine with key. So i thought maybe it needs updating, checked version-serv pack 1. Ok, maybe thats it, doing an M$ update now, 77 updates, after genuine advantage tool was installed. The thing is if this is anything to do with it why was ok on mine?

Kat

 

kat731,

Once upon a time, when I was working in the Service department, I was working on a computer that had the initial problem description of "can't open any webpages." It was a Windows 98 machine. After spending what seemed like forever trying to troubleshoot the problem, somehow I discovered that the Windows 98 operating system was NEVER registered with Microsoft. So I talked with the owner of the computer to complete the registration process, after some typing and mouse clicking, the registration process was completed and voila IE was able to open web pages. That's why I asked you if it was registered/activated with Microsoft yet.

As you may or may not know, the whole activation process with Microsoft and Windows XP was designed to help combat the overall problem of MS operating system piracy. So my educated guess is that your computer was properly registered and activated with Microsoft thus your computer had no problems. However, if your client's computer wasn't registered or activated with Microsoft, it may be because Microsoft's activation servers have detected a potential pirated copy of the MS operating system installed and so may have disabled IE on the computer. That's why I asked if it was a legitimate MS Operating system and installation.

 

Some other thoughts....
Have you tried pinging 127.0.0.1 to make sure TCP/IP stacl is installed properly?
If so, try ipconfig and find out if its picking up an IP address - 169.254.?.? would mean its not reaching the DHCP server...

Edit: As an aside, on the corporate network I support, sometimes we have to refresh the group policies on the user to get it to work - doubt it'll help in this case, but thought I'd chuck it in (gpupdate /force)

 

Hi derkit,

yeh it looped ok last night when i was there. Im gonna finish these updates see if i can get AVG on, clear the cache etc and take it back and hope it works at her end!!!

Kat

 

Try shutting all background apps running in the system tray.

I was once using a download manager to download a file, but whilst it was running I wasn't able to get into my GMail account, so in order to visit my mail I had to close the download manager completely.

 

Try tracert .... I don't know, bbc.co.uk or google - that might say where it fails.

 

Ok, finished all the updates and sv pack 2, AVG loaded now, just came back with me beers-Blade 2 is on tonight-cool!! Anyway, AVG result: 3 infections, downloader.agent and trojan horse SHeur.AQJG x2....
Take it back and see what happens.
K

 

Hey,

Another thing I might point out: with the virgin media modem you can only plug in one device at a time and have an internet connection.

Further to that, if you then unplug the current computer (say a laptop) and try connecting a new one, the connection will not work properly, the pc won't find the IP correctly and ipconfig /renew doesn't work either - you need to turn off the modem and turn it back on.

Another thing, you never mentioned whether or not there was any other connectivity from that connection, only that you can't ping websites or connect to them in IE. If you can't connect to the internet at all, like using msn messenger or other applications, and the PC works at another location then you may need to get virgin back out because it's clearly *NOT* the pc at fault.

 

What he said ^^

Or just call their helpdesk. The customer is paying for Internet access and it is the ISP's responsibilty to troubleshoot their connections, when the PC is clearly capable of connecting to the Internet elsewhere.

It sounds like your broadband is connecting but not authenticating properly. The account could be locked at the ISP end or the wrong username/password is set etc.

 

They will be obliged to refund the customer for the downtime if it's their fault as well

 

What was the outcome of this thread?

 

Hi all,

ok, took it back last night after thoroughly updated, cleaned, viruses removed, defragged. What happens? hook it all up and connected, sending and receiving great, click IE......... nothing, GREAT!!! Pinged BBC etc, timed out. I flushed DNS etc again, still nothing. So, rang VM, spoke to someone in India, i said about it not resolving DNS and he hung up on me!! Rang again, and got through to a scots guy who was great. Apparently when we opened the modem page the downstream power level should be around the 30s, but this was 61db, he said the cable line was spiking and the last guy should have know that. He said claim compensation and someone is coming to her on Monday.

Kat

 

Hey Kat, glad you got to the bottom of it.
Its pretty bad that dude hung up on you, not a good way for a company to support its customers. He probably had no idea what DNS was...