Bad NIC? UPDATE!!!

[Pghpooh]

This past January I bought a refurbished Dell desktop for my daughter to use at her house. Until a week or so ago it has worked well.
The internet connection stopped working.
Her isp is Comcast. She called them and they came to the house to check the modem. The modem checked out but they replaced it anyway. Still no internet service.
The Comcast tech said it was the NIC on the computer that was bad and showed me that the green light stays on even if the network cable is unplugged.
To verify the internet was working I hooked it up to my laptop and was able to use the internet.
On my daughters pc I tried to set up a network connection but the software does not see any network equipment. I went into the system device window and can see everything including the 56k modem. But no network card or any network device.
I called Dell and they had me reinstall the nvidia network driver and that didn?t work. Dell had me do a system restore and that didn?t work.
Now Dell wants me to do a recovery! The pc is under warranty and I can see where they want me to jump through hoops before they send someone to the house.
I feel it is the NIC on the motherboard that is the problem and Dell says it is a Windows software problem! The NIC is built into the motherboard.
Any thoughts?

 

[spidey07]

In all honesty it could be either or both. If you've done everything you can to fix or replace the driver and still no go you could try reinstalling whatever service pack you have.

That the link light on the NIC stays on when it's not connected screams hardware or driver problem.

 

[fihart]

As a new PCI format NIC is pretty cheap, I would go to Control Panel, Device Manager and disable the faulty one (and if possible remove) and replace it. Choose one with an Intel chipset and you won't even need a driver, it'll just work with Windows' built in drivers.

 

[Pghpooh]

Dell insisted that I do the recovery!
I did and,,, still no network connection!
Everything is back to day one on the pc.
I reinstalled the updated driver from Dell and that didn't work.
When I go to the Device manager networking does NOT show. So there is nothing to remove! LOL
I think I have a older NIC card in my old parts bin. I might dig that out later and install it.
I can understand Dell wanting me to do all this because they won't send anyone to the house under the terms of the warranty. I guess I have to prove 100% that a home visit is needed!

 

[Athena]

They are going to have to replace the mobo...but that's what warranties are for.

Call them again and ask when the technician will be out to fix your problem.

 

[Pghpooh]

Athena
I agree with you!
I just sent a e-mail to the tech at Dell updating him on what I did. I politely told him that since all software has been updated, that proves without a doubt the motherboard MUST be replaced and I am awaiting a reply from them to set up a visit by a Dell tech.
As you said,,, " that's what warranties are for"
Before I retired the company that I worked for had Dell computers. I would make one phone call or send one e-mail and usually got the problem fixed. That was over 6 years ago and I'm sure Dell has changed its procedures!
(for the worse!)
BTW I stay away from calling them as much as I can because I have a severe hearing loss and wear hearing aids. 99% of the time it is very hard for me to understand them! LOL Way back when I worked and had to call tech support on different items I would get into trouble with my supervisor because I sometimes flat out refused to work with anyone I could not understand!

 

[JackMDS]

Since it is an Onboard NIC, replacing it is Not an option. I.e. they have to replace the Motherboard.

The Cost of new motherboard and replacing it is rather expensive, they would do what ever they can Not to honor their contract with you.

Check the BIOS if the LAN card is On and it does not install their own drivers, insist as strong as you can that they should honor the warranty.

 

[Pghpooh]

JackMDS
One of the Dell techs had me check the bios and the lan option showed to be enabled.
I sent a e-mail to the Dell tech who asked to be updated and still waiting for a reply. Dell also scheduled a phone call back to me on Friday. I will insist on a new motherboard!!

 

[cygan]

I have faced these unusual problems with Dell laptops, the Vostro A840. Suddenly the network connections disappear, and you don't find a NIC in the Device Manager. However, you format the machine, and load the drivers, the NIC appears, but does the disappearing act again after a short while. All the cases, we had to replace the laptops.
Looks like a generic problem with Dell.

However, if possible opt for the motherboard replacement option, because from my experience, if you stick with your older motherboard, the problem may resurface again, and this time when the PC may be out of warranty

 

[JackMDS]

Originally posted by: cygan
However, if possible opt for the motherboard replacement option, because from my experience, if you stick with your older motherboard, the problem may resurface again, and this time when the PC may be out of warranty

And then the problem can be also solved by sticking in $5 PCI NIC.

 

[Pghpooh]

HI
Quick update
Sent 2 e-mails to Dell and no reply.
Went back on line and opened another trouble ticket.
Got a different tech.
Told tech to look over the first two trouble tickets and then told tech that I recovered the pc back to factory specs including a format of the hard drive. Told tech that after recovery that the network still doesn?t show in the device manager.
Tech says ?Let me read over what was done.?
4 minutes later tech says Dell will replace the motherboard and overnight the parts to the service tech and the tech will get in touch with me in 2 to 3 days to set up a date and time.

Thanks for the suggestions!!!
I will update when the repair is done.

 

[JackMDS]

Tech support people have personalty and variety of mental states too.

Sometimes keep calling gets you at a certain point to a Tech Support person with nicer personality.

 

[Pghpooh]

Dell tech called on Wednesday afternoon and came at 1pm on Thursday.
Took 30 to 35 minutes to replace the motherboard! Dell tech logged into the Dell website and said pc was ok. I asked tech to check the usb ports, audio, etc and he said if there was a problem when I tried to use it to call tech support and they will take care of it!
I am happy the pc is working again and will spend the next day or so updating drivers and reinstalling some software. Then the pc goes back to my daughter.
I do have to contact Dell again as the tag number has changed with the replacement of the mobo and shows out of warranty!!! I still have six months on the warranty under the original tag number and want to make sure Dell agrees with me!