Can connect to router but not to internet

[dybeck]

Can anyone help?

 

My wired and wireless devices can all find my home network - but the router can't connect to the internet...

 

This all happened after infection by some ransomware (which I finally cured by rolling back to a restore point a few days old) - but I can't see the connection between this and the router...

 

I've tried a different ADSL filter - same problem... ISP tech support were no help...

 

*Does anyone have any ideas? Could the infection have somehow damaged the router firmware? And if so, how can I fix it?

[KenB]

Hi and welcome to ExTS

 

Let's check your system over for malware first as you say you had ransomware on it.

 

Download MBAM from here ( the FREE version )

click here

 

Install > Update > Run it.

It will produce a log after the scan.

Copy this and post it here.

 

Have MBAM delete all that it finds.

 

If there is anything in the log that needs attention one of our experts will advise further.

[dybeck]

I can't post logs without internet access... I'm on a mobile device via 3G atm... not the offending computer...

 

For the record though, running MBAM was the first thing I did... it came up with two trojan infections when I ran it from command prompt during the infection... and nothing now. Incidentally, removing the files with MWAM didn't fix the original infection....

 

I ran a full scan last night and a quick scan now - nothing found.

 

I should note, though, that the database is several months old (and of course I can't update without internet!)

[KenB]

I can't post logs without internet access.

Sorry - I shoudn't have suggested it .............although it is possible to copy the log to a memory stick and post it from there.

 

nothing found.

Looks OK

 

Start > type in ......devmgmt.msc ....ENTER

Click the > next to Network Adapters

What is listed?

Are there any yellow exclamation marks ?

 

my wired and wireless devices .....

Can anything connect ?

Another laptop ?

 

Have you tried switching the router off for 30 seconds then on again ?

[dybeck]

Everything in Device Manager appears to check out - there's one network adapter listed: Broadcom 440x 10/100 Integrated Controller. Claims to be working properly.

 

My PC, connected by ethernet, and my Galaxy S3 and PS3, connecting wirelessly, can all see the local network but not the internet. I can try connecting my S3 via USB I guess if you need any more files from the PC...

 

And yes... I have rebooted the router several times (including a factory reset) but no effect.

 

Interestingly, the Vista "Diagnose and Repair" option indicates that the "Primary DNS Server is currently online, but is not responding to connection attempts at this time" - some kind of authentication problem?

[KenB]

Broadcom 440x 10/100 Integrated Controller

This is the adapter that the ethernet cable would be connected to.

 

If this is all that is showing - you have no wireless adapter software installed - hence no wireless connection with that laptop.

 

Connect by the ethernet cable to the router.

 

Start ....type in ....cmd ....right click on the cmd.exe that appears top left > Run as Administrator

At the prompt type ....... ping http://www.google.com ( space after ping )

 

You should get 4 packets sent and received.

 

What is the make and model number of your router ?

[dybeck]

Sorry... I should have been clearer... there is no wireless adapter on my pc... it is only connected by ethernet direct to the router.

 

My smartphone and PS3 connect wirelessly.

 

No response to pinging google.com by name - or by IP 8.8.8.8. I tried pinging from the router control panel earlier too - same result. Pings from the host to the router itself resolve fine (of course)

 

The router is a Netgear DG834GT...

 

I truly appreciate your patience on this one!

[KenB]

Hi

 

Try ping 127.0.0.1

This is a loop-back .............to see if the computer can "talk" to itself.

 

If this is OK try ping 192.168.1.1

 

If no response try ping 192.168.0.1

 

This will test to see if the computer can communicate with the router.

There needs to be 4 packets sent - no losses.

 

I think you have done this but just confirm for me please.

 

Then:

 

From the command prompt type .... tracert www.google.com

(space after tracert )

Can you copy the trace and post it here please.

 

===========

 

Can another computer connect using an ethernet cable ?

 

When you connect with the cable does the LED light up on the router front panel - indicating the connection ?

[dybeck]

The loopback ping works fine... as does the ping of the router (192.168.0.1).

 

The router complains that it can't reach the destination 192.168.1.1 as you'd expect.

 

And tracert http://www.google.com returns a message "Unable to resolve target system name www.google.com"

 

Connecting devices by ethernet activates the LED on the router to show there is a device connected but the internet light remains stubbornly dark!

[KenB]

but the internet light remains stubbornly dark!

I assume this is for all devices connected by ethernet cable ?

 

If so it is obviously the router.

Can you access the router software? ( 192.168.0.1 in the address bar > hit ENTER )

 

Look for DHCP Server ................is this enabled ?

( Should be under Advanced > LAN or similar )

[dybeck]

Yes DHCP Server is enabled on the router...

 

I've tried the host on a static IP and a dynamic IP... same problem either way.

[BreatGritain]

Does your modem have an "Internet" light on it? Is this lit?

 

Im assuming you have a separate modem and router connected by Ethernet lead, Have you tried connecting your lapop straight to the modem to see if you can connect this way?

 

Tom.

[dybeck]

No... it's a single unit provided by the ISP...

 

And the internet light has not lit at all since this started...

[KenB]

Hi,

 

Disconnect all devices connected to the phone line ( Sky / extra phones / answer phone etc etc )

Connect only the router - if possible to the main junction box.

 

Try again. Try swapping filters ..........try with no filter.

 

If, by chance, you get a connection - put the other devices back one at a time.

 

( we also have to consider the fact that the router may have died )

[dybeck]

I think there's no avoiding the fact that the router appears to have died :(

 

I even went to PC World to buy a new router on the day this all happened... but the chap there told me that Sky Broadband wouldn't work with a router other than one supplied by the ISP themselves... this sounded odd to me but I wasn't really keen on wasting money on a new router if this was true.

 

Do you know either way?

[Plastic Nev]

Yes this is true as Sky do not release the user name and password that the pre configured router uses to connect to your service, I qoute from the information given with a Belkin Router I have.

 

"Certain ISPs in the UK (Including Sky) supply a modem router which has been pre-configured with the required user name and password and they (The ISP) may not supply the user name and password to customers who request them."

 

In other words, they have you nailed down to only buying a new router modem from them, and at their prices too.

 

Thinking about it, it may be that this user name and password has gone missing from the router, hence why it will not connect after trying everything else.

 

Edit to add:- I now see you put it through a factory re-set, that will have wiped out the user name and password. Try asking again if they will provide the user name and password, plus any other connection details as there are some different types of connection, explaining that you did do the re-set.

 

Nev.