Can't get online

[Jephph]

I've got a client's computer that won't get online.
Things I've tried:
*Several Different browsers (IE, Chrome, Firefox). Also tried to update Malwarebytes.
*Checked LAN settings. It's set to automatically detect.
*TCP/IP settings are set to obtain IP address automatically and obtain DNS server automatically.
*I tested it at the clients site and at my router as well (which I know is working) so I know it's not the router/modem.
*I scanned and removed any malware with updated Spybot.
*Tried running in safe mode with networking, still didn't work.
*Pinging www.google.com gets a request time out
*Pinging 74.125.224.72 (one of google's ip addresses) also gets a request time out
*Pinging loopback is successful (4 sent, 4 received)
*Ipconfig /release, ipconfig /renew
*sfc /scannow didn't find anything
*In services, DHCP client and DNS client services are running
*Everything in Device manager looks clear, even when I choose "show hidden devices"
*One thing I noticed in the Local Area Connection Status is that packets are being sent and received. Right now, it says about 50,000 bytes sent, and 100,000 bytes received.\
*"Diagnose connection problems" in IE gets me "Windows cannot find the host name "www.google.com" using DNS"
*"Diagnose" in local area connection status gets me "Cannot communicate with DNS server (192.168.254.254)"
Any ideas?

 

[VirtualLarry]

Is there a "security suite" installed? Try uninstalling it.

Also, try ComboFix.

 

[Jephph]

No security suites. Just AVG and Zone Alarm. I'll probably try combofix after exhausting some other potential solutions.

 

[MagnusTheBrewer]

Give this a try.
Right click the Command Prompt (CMD.EXE) and select "Run as Administrator".
"netsh int ip reset c:\resetlog.log"

Sorry, that's supposed to be c: \resetlog.log without the space. I thought quotes would fix that.

 

[Jephph]

C:\Users\Kim>netsh int ip reset c:\resetlog.log
The following helper DLL cannot be loaded: WSHELPER.DLL.
The following helper DLL cannot be loaded: IFMON.DLL.
The following command was not found: int ip reset c:\resetlog.log.

 

[MagnusTheBrewer]

Did you run as the admin? That's different than having admin rights.

 

[Jephph]

Yeah. I "Ctrl+Shift+Enter"ed the sucker. I also right clicked and selected "Run as Administrator" for good measure.

 

[VirtualLarry]

Seriously, uninstall ZA. That's half of your problem right there.

 

[Jephph]

Haha. I also tried shutting down Zone Alarm temporarily. That didn't work either. It's been running on Zone Alarm for probably 3 years. I don't see it being the issue here, but I'll give it a shot sometime today probably.

 

[JackMDS]

On IP status.

TCP/IP and its variables typically look like this.

Right click on the Wire card Network Connection, choose Status, Details, and see if it got an IP and the rest of the settings.

Typical TCP/IP status looks like this.

http://www.ezlan.net/Win7/status-nic.jpg

Description is the card manufacturing data.

Physical address is the card's MAC number.

The xx should be a number from 0 to 255 (all xx same number).

yy should be from 0 to 255

zz should be from 0 to 255 (all zz the same number.

The lease date should be valid to the current time.

*Note 1. IP that starts with 169.xxx.xxx.xxx is not valid functional IP.

*Note 2. There might be an IPv6 entries too. However, they are not functional for Internet traffic or LAN. They are needed for Win 7 special HomeGroup configuration.
---------
IPconfig /all results.

From an Admin command prompt type ipconfig /all >Desktop\Ipconfig.txt and press Enter.

Open the Ipconfig.txt file with notepad copy and paste its content onto a post.

 

[mammador]

Does the NIC have its proper drivers? Is the NIC light blinking when the Ethernet cable is plugged in? is the wifi NIC working?