Computer Problem

[The Chef]

I'm trying to help out a friend with her laptop and I seriously can't figure out the issue. Her laptop can connect to the router through wifi and it can connect hard wired into the modem but when she brings up Firefox it gives nothing but a blank white screen. It doesn't matter what website she types in, it just sits there on the same blank white screen never loading anything. The problem is also present on Internet Explorer which are the only 2 browsers she has so no way to check Google Chrome. I've tried various commands through the command prompt including pinging websites which returns an error message stating it can't find the host. When I use ipconfig it spits out all the correct info so it's clearly working on some level. I've updated drivers but realistically I wouldn't think that would have anything to do with it as technically she's connected and showing full strength. I've tried adding Firefox specifically to the firewall to allow it as well as disabling the firewall completely, same issue with the white screen. I'm clueless now as to what to try. She is using Windows 8 (which is a pain in the *** itself) and I simply can't get this figured out.

I'm running the basic Windows Defender scan right now to see if it catches anything but I'm not all that optimistic. Any clue as to what to try next?

EDIT - I should add that I've tried system restore and she doesn't have a restore point prior to the issues popping up so that's not an option either. I've even tried to just roll it back to factory settings and it won't initiate it and just sits on a blank black screen doing nothing.

[shugknight]

Re: Computer Problem

I'd scan with MalwareBytes and SuperAntispyware.

Sounds like a virus/spyware infection.

To actually get internet access, go into Control Panel > Internet Options > Connections tab > LAN settings

See if she's connected to a proxy server (probably due to the infection) and uncheck it if she is.

Go to the Advanced tab and and reset all her settings.

Then try it again.

[mgoblue]

Re: Computer Problem

Does it work when her computer is connected directly to the modem itself (not the router)? If so, then it's something with the router settings. If not, then it's something with the PC itself or the modem.

Does internet work for you on a phone or laptop on her Wifi? If so, then it's her PC directly and you'll probably have to mess with DNS settings or something like that. Not sure what the problem would be exactly though.

[The Chef]

Re: Computer Problem

I'd scan with MalwareBytes and SuperAntispyware.

Sounds like a virus/spyware infection.

To actually get internet access, go into Control Panel > Internet Options > Connections tab > LAN settings

See if she's connected to a proxy server (probably due to the infection) and uncheck it if she is.

Go to the Advanced tab and and reset all her settings.

Then try it again.

I'll give that a shot but in terms of messing with the LAN settings I'm almost positive I did that already. I ran the Windows Defender last night which found two things that were deemed a virus but internet is still producing a blank white page and nothing loads.

Does it work when her computer is connected directly to the modem itself (not the router)? If so, then it's something with the router settings. If not, then it's something with the PC itself or the modem.

Does internet work for you on a phone or laptop on her Wifi? If so, then it's her PC directly and you'll probably have to mess with DNS settings or something like that. Not sure what the problem would be exactly though.

Her modem and router are fine. I tested their PS3 hardwired to the modem and it had internet access, then did it hardwired to the router and had internet. She has a Roku that is in the other end of the house and it works fine off WiFi so it's not the router or the modem and is specifically something to do with her laptop. I tried her laptop hardwired directly to the modem and the problem persisted, totally clueless.

[mgoblue]

Re: Computer Problem

I'll give that a shot but in terms of messing with the LAN settings I'm almost positive I did that already. I ran the Windows Defender last night which found two things that were deemed a virus but internet is still producing a blank white page and nothing loads.



Her modem and router are fine. I tested their PS3 hardwired to the modem and it had internet access, then did it hardwired to the router and had internet. She has a Roku that is in the other end of the house and it works fine off WiFi so it's not the router or the modem and is specifically something to do with her laptop. I tried her laptop hardwired directly to the modem and the problem persisted, totally clueless.

That sucks....i don't really know where to steer you, it'd be something I'd have to tinker with.

[The Chef]

Re: Computer Problem

That sucks....i don't really know where to steer you, it'd be something I'd have to tinker with.

I ran malwarebytes and it found 154 things, quarantined them all and problem remains lol. I'm running the other program the previous poster mentioned to see but it feels like there is something blocking it but I can't figure out what it is.

[mgoblue]

Re: Computer Problem

I ran malwarebytes and it found 154 things, quarantined them all and problem remains lol. I'm running the other program the previous poster mentioned to see but it feels like there is something blocking it but I can't figure out what it is.

I'd try looking at the network settings in windows to see if there's custom DNS or something weird....I had that problem once where I changed my DNS manually because my cable was being weird, but then that DNS went away years later and my PC was jacked until I set that back to default....I doubt they'd be messing with any of those settings, but that'd be the place I'd look for any info. Otherwise I'm stumped.

[fishepa]

Re: Computer Problem

I'd try looking at the network settings in windows to see if there's custom DNS or something weird....I had that problem once where I changed my DNS manually because my cable was being weird, but then that DNS went away years later and my PC was jacked until I set that back to default....I doubt they'd be messing with any of those settings, but that'd be the place I'd look for any info. Otherwise I'm stumped.

I was going to say DNS issue.

[The Chef]

Re: Computer Problem

I'd try looking at the network settings in windows to see if there's custom DNS or something weird....I had that problem once where I changed my DNS manually because my cable was being weird, but then that DNS went away years later and my PC was jacked until I set that back to default....I doubt they'd be messing with any of those settings, but that'd be the place I'd look for any info. Otherwise I'm stumped.

I'm probably an idiot but how do I find out if the DNS is set manually? I did ipconfig in the command prompt and it spit out all the correct info as far as I can tell at least.

[trobinson97]

Re: Computer Problem

Copied from a Google search:

Try this..

First connect your nertwork by 'connecting network'
then go to your CMD window
Type following in 3 steps, after every step use ENTER bUtton.
1. type IPCONFIG/ALL (then ENTER)
2. type IPCONFIG/FLUSHDNS (then ENTER)
3. type EXIT (then ENTER)

[fishepa]

Re: Computer Problem

I'm probably an idiot but how do I find out if the DNS is set manually? I did ipconfig in the command prompt and it spit out all the correct info as far as I can tell at least.

You have to go into the properties of the network adapter itself. I'm not too familiar with Windows 8 but go to the properties, then select IPV4 then select properties on that. It should list whether IP address/subnet mask/ and DNS are set for automatic or manual.

[mgoblue]

Re: Computer Problem

You have to go into the properties of the network adapter itself. I'm not too familiar with Windows 8 but go to the properties, then select IPV4 then select properties on that. It should list whether IP address/subnet mask/ and DNS are set for automatic or manual.

Yeah, i'd try this as well...I had manual ones that ended up breaking years later.

[The Chef]

Re: Computer Problem

You have to go into the properties of the network adapter itself. I'm not too familiar with Windows 8 but go to the properties, then select IPV4 then select properties on that. It should list whether IP address/subnet mask/ and DNS are set for automatic or manual.

I checked it, says both the IP address and DNS server address are obtained automatically so nothing going on there. I'm confused as I seriously can't figure this out and none of the programs I've run so far have flagged anything that actually made a difference in the end. It feels like something is blocking it but its not the firewall as I already went down that road. Thought there could have been a conflict with an old virus protection software she had as there was some leftovers of it but thats deleted and that didn't help either. I've tried googling the problem and can't find a single person with the same problem. The closest I get is someone who has that problem with one browser but not others where as I have this issue with every browser.

[The Chef]

Re: Computer Problem

Copied from a Google search:

I did all that as well, same issue. It's weird as it's not spitting out an error message at all, it's just simply not loading anything.

[bcruise]

Re: Computer Problem

Win8 has a built-in network troubleshooting tool that can sometimes fix internet problems on its own, if the problem lies on the computer itself. Or it might at least be able tell you what the problem is.

Press the Start Button or move the mouse into the lower right hand corner of the screen and click on the "Search" option or icon (magnifying glass) that appears. Start typing "identify" into the search and you'll see an "Identify and Repair Network Problems" icon appear. Click that and let it run, and let us know if it detects a problem. It can fix some of them outright.