HP dv7-6b55dx says connected but is not

[ComputerWizKid]

I am trying to troubleshoot an HP Pavilion dv7-6b55dx for a friend so I don't know what happened to it first hand.

I can't be 100% sure it is not a hardware problem though, however I did run a live Linux USB though and I was able to connect to websites so I guess the card is good??)

The laptop runs Windows 7 Home Premium

I have tried pretty much everything (Except reloading Windows or replacing the WiFi card which is an Intel 6150)

I tried drivers and all of the DHCP settings are correct.

it says connected and internet access but it will not connect to any website at all even Firefox will not connect and I cannot even access the router settings page at 192.168.1.1 I looked and it gets a internal IP address but the external (WAN) IP cannot be found

Does anyone have an idea of what to try next? I am out of ideas other then reloading Windows

Thanks

 

[sdifox]

Have you done malware scan? How about assigning google dns?

 

[XavierMace]

If it works in Linux, you've proved it's a software problem. If you can't get to your routers page via IP, that rules out DNS as well. Malware isn't a bad guess. Make sure the default gateway is your router's IP. Try pinging your router as well.

 

[JackMDS]

Assuming that other Windows computers work with the Router.

Assuming that the Router's Wireless is configured correctly that there is a strong signal and the Wireless card on the Computer is physically on. Maybe this can Help.

Go over these steps and tell us where the breaking point is.
Check the Device Manager for valid Wireless card entry.
http://www.ezlan.net/Win7/net_dm.jpg

If there is No valid entry, delete any Bogus Entry, and re-install the Wireless card's Drivers.

Check the Network connections to make sure that you have a Wireless Network Connection Icon/Entry, and that the Properties of the Icon (right click on the Icon) are correctly configured with TCP/IPv4 protocol in the Network Connections Properties.
http://www.ezlan.net/Win7/net_connection_tcp.jpg

------------------
Many Wireless cards' drivers also install the vendor's Wireless utility.
Make sure that if there is a vendor's Wireless Utility is Not Running together with the Windows native Wireless utility (WLAN Service) .
----------------
Make sure that No Firewall is preventing/blocking the Wireless components to get to the Network.
Some 3rd party Software Firewalls/AV/Security suit,s keep blocking aspects of Local Traffic even it they are turned Off (disabled).

If possible configure the Firewall /Security suit correctly, otherwise totally uninstall it, and get rid of its residual processes to allow clean flow of local network traffic.
If the 3rd party software is uninstalled or disables, make sure that Windows native Firewall is On .

3rd party Network mangers like Bonjour, and NetMagic can block local traffic too.

---------------------------
Working TCP/IP stack should look this way.
Right click on the Wire card Network Connection, choose Status, Details, and see if it got an IP and the rest of the settings.

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.

---------------------------------------------------
A message in the Wireless little Window that says Connected does not means that your are really have a valid functional connection.
If everything above is OK you have to be able to connect to the Router.

Connecting to the Router means that you can enter the Router's core IP into an address bar of a browse, be able to connect, see, and configure the Router's menus.

If it does not connecting to the Router, log from any computer that can connect to Wireless Router with a Wire, disable the Wireless Security, make sure that the Wireless broadcast SSID is On, and try to connect with No Wireless security.

Enable the Wireless security after you mange to establish a functional connection.

 

[ComputerWizKid]

The router works fine and is a Cisco Linksys EA4500 (They had the same problem at their house with another router) I have not tried the RJ45 ethernet connection yet but I will.

The IP addresses and other setting are correct and everything that JackMDS said to try looks fine on my end.

The computer has iTunes installed so therefore it has Bonjour installed but I don't see how to configure it.

I also see what looks like remains of Norton 360 but I don't see any icons in the system tray but Windows says it is enabled and protecting the system

I will look further into the Norton 360 and the Bonjour issues (If any)

 

[NortonSupport]

The router works fine and is a Cisco Linksys EA4500 (They had the same problem at their house with another router) I have not tried the RJ45 ethernet connection yet but I will.

The IP addresses and other setting are correct and everything that JackMDS said to try looks fine on my end.

The computer has iTunes installed so therefore it has Bonjour installed but I don't see how to configure it.

I also see what looks like remains of Norton 360 but I don't see any icons in the system tray but Windows says it is enabled and protecting the system

I will look further into the Norton 360 and the Bonjour issues (If any)

Hi ComputerWizKid,

Sorry for the inconvenience. Could you try to download and run the Norton Removal Tool here: www.norton.com/nrt? Let me know if it helps.

Thanks!

Dinesh
Norton Support

 

[ComputerWizKid]

Hi ComputerWizKid,

Sorry for the inconvenience. Could you try to download and run the Norton Removal Tool here: www.norton.com/nrt? Let me know if it helps.

Thanks!

Dinesh
Norton Support

Thank You it was a faulty install of Norton 360
the computer is now fixed