Important HP 15 Laptop can't connect to the net

[mikehende]

Hello Pete [or anyone else], my cousin's win10 laptop stopped going to the net. I ran the usual scans and cleaned out some stuff but still same deal so I am in need of some help please. Please see the reports but note that when I had first run mbam, I didn't pay attention to the language so it was in french and I could get the log therefore I am posting a screenshot of what it had found.

 

[mikehende]

# AdwCleaner v6.047 - Logfile created 30/05/2017 at 10:56:46
# Updated on 19/05/2017 by Malwarebytes
# Database : 2017-05-19.1 [Local]
# Operating System : Windows 10 Home (X64)
# Username : William - DESKTOP-82NSOA6
# Running from : F:\AV Softwares\AdwCleaner.exe
# Mode: Clean
# Support : https://www.malwarebytes.com/support



***** [ Services ] *****



***** [ Folders ] *****



***** [ Files ] *****



***** [ DLL ] *****



***** [ WMI ] *****



***** [ Shortcuts ] *****



***** [ Scheduled Tasks ] *****

[-] Task deleted: YCMServiceAgent


***** [ Registry ] *****



***** [ Web browsers ] *****

[-] [C:\Users\William\AppData\Local\Google\Chrome\User Data\Default\Web data] [Search Provider] Deleted: aol.com
[-] [C:\Users\William\AppData\Local\Google\Chrome\User Data\Default\Web data] [Search Provider] Deleted: ask.com


*************************

:: "Tracing" keys deleted
:: Winsock settings cleared

*************************

C:\AdwCleaner\AdwCleaner[C0].txt - [1008 Bytes] - [30/05/2017 10:56:46]
C:\AdwCleaner\AdwCleaner[S0].txt - [1530 Bytes] - [30/05/2017 10:56:31]

########## EOF - C:\AdwCleaner\AdwCleaner[C0].txt - [1154 Bytes] ##########

 

[mikehende]

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Junkware Removal Tool (JRT) by Malwarebytes
Version: 8.0.7 (07.03.2016)
Operating System: Windows 10 Home x64
Ran by William (Administrator) on Tue 05/30/2017 at 10:12:23.18
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




File System: 5

Successfully deleted: C:\ProgramData\1455496454.bdinstall.bin (File)
Successfully deleted: C:\ProgramData\1455496878.bdinstall.bin (File)
Successfully deleted: C:\ProgramData\1455497607.bdinstall.bin (File)
Successfully deleted: C:\ProgramData\1459140556.bdinstall.bin (File)
Successfully deleted: C:\ProgramData\1462076091.bdinstall.bin (File)



Registry: 2

Successfully deleted: HKCU\Software\Microsoft\Internet Explorer\SearchScopes\{5A987836-71CB-4EDC-81D8-F32079DA6332} (Registry Key)
Successfully deleted: HKLM\Software\Microsoft\Internet Explorer\SearchScopes\{5A987836-71CB-4EDC-81D8-F32079DA6332} (Registry Key)




~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Scan was completed on Tue 05/30/2017 at 10:15:47.21
End of JRT log
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

 

[mikehende]

SUPERAntiSpyware Scan Log
http://www.superantispyware.com

Generated 05/30/2017 at 10:11 AM

Application Version : 6.0.1194
Database Version : 11920

Scan type : Complete Scan
Total Scan Time : 00:15:23

Operating System Information
Windows 8 64-bit (Build 6.02.9200)
UAC On - Limited User

Memory items scanned : 992
Memory threats detected : 0
Registry items scanned : 61595
Registry threats detected : 0
File items scanned : 21511
File threats detected : 0

============
End of Log
============

 

[Tony D]

Is it trying to connect wirelessly or wired (Ethernet cable)? If wirelessly, make sure the wireless radio is turned on. Do you see a list of available networks? Do other computers connect to the Internet at your cousin's place?

Also check the Device Manage to ensure that there are no red or yellow marks associated with the network drivers.

 

[mikehende]

I had gone through all of what's mentioned above. I tried both type connections, same deal. The wireless switch is turned on. All networks are showing. I have his laptop here at my home. The DM didn't show any yellowed networking items. Also windows Network troubleshooting did not find anything.

 

[Tony D]

OK, good. Can you ping the router? If yes, then go one step further and ping a site like www.google.com.

 

[mikehende]

could not find host

 

[Tony D]

Can't find host when ping router or Google?

 

[mikehende]

can't find host pinging google but shows connection to the router

 

[Tony D]

Can you ping 65.199.32.183

 

[mikehende]

yes

 

[Tony D]

Then you have a DNS issue. Check your DNS settings. Are they set to Auto?

 

[mikehende]

I have zero issues with any of my other pc's on the network so I don't have a networking issue here. The problem exists only with his laptop in the same way that he is having at his home.

 

[Tony D]

You don't have a networking issue, you have a DNS issue. DNS is what translates URLs to IP addresses. You can get to Google by pinging their IP address (65.199.32.183), but you can't if you use the URL. Check the DNS settings on the laptop.

 

[mikehende]

Ohh I see, I had thought you were referring to my network itself. The laptop's DNS settings is set to "Obtain DNS server address automatically".

 

[Tony D]

Try configuring the DNS to use Open DNS. Those settings are:

• 208.67.222.123
• 208.67.220.123

Also, post your hosts file. It's located at C:\Windows\System32\Drivers\etc. You should be able to open it with NotePad. Copy and past the contents here.

 

[mikehende]

Doesn't work.

 

[Tony D]

by "Doesn't work" are you saying that the laptop still won't connect to the Internet after configuring it to use Open DNS?

Please post the host file.

 

[mikehende]

Yes exactly.

# Copyright (c) 1993-2009 Microsoft Corp.
#
# This is a sample HOSTS file used by Microsoft TCP/IP for Windows.
#
# This file contains the mappings of IP addresses to host names. Each
# entry should be kept on an individual line. The IP address should
# be placed in the first column followed by the corresponding host name.
# The IP address and the host name should be separated by at least one
# space.
#
# Additionally, comments (such as these) may be inserted on individual
# lines or following the machine name denoted by a '#' symbol.
#
# For example:
#
# 102.54.94.97 rhino.acme.com # source server
# 38.25.63.10 x.acme.com # x client host

# localhost name resolution is handled within DNS itself.
# 127.0.0.1 localhost
# ::1 localhost