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Software & More => Computer Problems, Questions and Solutions! => Topic started by: mary3444 on March 15, 2018, 07:59:43 PM

Title: Getting on the internet
Post by: mary3444 on March 15, 2018, 07:59:43 PM
The problem I am having started on Sun. When I turn on the computer on the bottom right hand side there is something that looks like a tv, most times a green circle will turn for a few minutes & then go away. I then can go on the internet. Now the green circle does not turn & after a few minutes a triangle comes up & say no internet connection.

I called my internet provider & they said to disconnect the power & then the internet came on, this was Mon. Tue same thing happened I called back & they sent someone out, he said the modem was not working right. I got a new one he checked it out & said it was good to go. Later that night I tried to go on & same thing happened, called back this morning & they again sent someone out. He said the modem was working fine as he hooked it up to his laptop.

If you unplug the power to the modem box after the triangle comes on then you get a internet connection. He had no idea what is causing this but said on their end it is working fine so it must be the computer.

I have Windows 7 & the tower is 4 years old. It is a Dell desktop. I am not good on the computer so if anyone can help please explain what to do in easy instructions. I have gotten help from you before so I hope you can help again.

Thanks
Mary
Title: Re: Getting on the internet
Post by: Corrine on March 15, 2018, 09:27:20 PM
Hi, Mary.  The next time that happens, right-click on the Internet access icon and select "Troubleshooting" and follow the steps for Internet Connections. 

If that doesn't work, try the following:

Please copy/paste the lines in bold below to Notepad:

@Echo on
pushd\windows\system32\drivers\etc
attrib -h -s -r hosts
echo 127.0.0.1 localhost>HOSTS
attrib +r +h +s hosts
popd
ipconfig /release
ipconfig /renew
ipconfig /flushdns
netsh winsock reset all
netsh int ip reset all
shutdown -r -t 1
del %0

Save as flush.bat to your desktop.
Right-click flush.bat file to run it. Your computer will reboot.
Title: Re: Getting on the internet
Post by: mary3444 on March 15, 2018, 09:51:01 PM
Hi Corrine,

The service man did the troubleshooting thing & it said if I can remember right something about not connected correctly.

Now on the next one you said to do, I am the one who knows nothing about the computer. I know how to copy/paste but don't know how to paste to Notepad or how to save as flush.bat to desktop.

I am sorry I don't know more about this computer & how it works but I will try anything as long as you tell me how to do it.

Thanks
Mary
Title: Re: Getting on the internet
Post by: Corrine on March 15, 2018, 11:31:20 PM
 First things first, then.  Since Troubleshooting indicating something not connected correctly, it is best to start with that.  I'm not a network expert but will do my best to help and if I can't, I'm sure someone else here can.

The next time it happens, right-click the Internet Connection Icon and select Troubleshooting and follow the steps for Internet Connections.  Please make a note of any errors or indication of something not connected correctly.  If possible make a screen copy, save it and attach it to your reply.  (Let us know if you need help using the Snipping Tool to make the copy.)
Title: Re: Getting on the internet
Post by: mary3444 on March 16, 2018, 07:59:26 PM
Ok, here is what the troubleshoot problem says:

Windows can't communicate with the device or resource )Primary DNS server)   then on the right side it says Detector.

I did not copy because I hit troubleshoot & wrote down what it said before I read your reply. If needed I will copy the next time I try to get on.

Like I said if I disconnect the power from the modem & then the internet connection I then can get on.

Thanks
Mary
Title: Re: Getting on the internet
Post by: Corrine on March 16, 2018, 09:06:27 PM
Hi, Mary.  Let's see if this solves the problem:

1. Click on Start and then Control Panel.
2. Go to "Networking and sharing center" and then click on "Change adapter settings".
3. Right-click on "Local Area Connection" and choose "Properties".
4. Highlight Internet Protocol Version 6 and click on "Properties".
5. Choose "Obtain DNS server address automatically" and press Ok.
6. Choose "Obtain IP address automatically".
7. Go back to Step #4 and repeat the steps for Internet Protocol Version 4.

Restart your computer and let us know if you are able to connect to the Internet without needing to disconnect the power from the modem.

Note:  I created a screen capture with a sample of what the screens will look like and attached it.  Just click the image below to view it.
Title: Re: Getting on the internet
Post by: mary3444 on March 16, 2018, 09:55:54 PM
Hi Corrine,

I did what you told me to do, everything was already marked but I still did just what you said. Shut it down but still could not get on till I pulled the wires & connected.

I am sorry to be such a pain but nothing was done any different so I don't know what to do.

When I turned it back on before disconnecting  the wires I went on troubleshoot as I was going to try & copy what it said but not being on the internet I could not copy, sorry.

To read what you say I have to get back on the internet each time.

Mary
Title: Re: Getting on the internet
Post by: Corrine on March 16, 2018, 10:29:41 PM
You're not being a pain, Mary.  You are seeking help.  So, let's see if I can provide clear instructions for what I gave you before.

1.  Type notepad into the Start Menu search box.  When it shows up, click it to open.
2.  Copy/paste the lines in bold below to Notepad:

@Echo on
pushd\windows\system32\drivers\etc
attrib -h -s -r hosts
echo 127.0.0.1 localhost>HOSTS
attrib +r +h +s hosts
popd
ipconfig /release
ipconfig /renew
ipconfig /flushdns
netsh winsock reset all
netsh int ip reset all
shutdown -r -t 1
del %0


3. In Notepad, click "File" and select "Save as" flush.bat on your desktop. (See attachment for how it will look.)

Note:  In the window that opens up to save the file, the field where it shows "File name:" *txt will be highlighted.  Delete *txt and type flush.bat

4. Right-click the flush.bat file you saved to run it. Your computer will restart.

Again, let us know what happens when you attempt to connect to the Internet.  (Fingers crossed.  :) )
Title: Re: Getting on the internet
Post by: mary3444 on March 17, 2018, 06:29:50 PM
I did just what you said & when it shut down the same thing happened, I can't get on.

This time when I hit troubleshoot I got a different message then the last time. Here is what is says:

A problem is preventing the trouble shooter from starting.  Then on the side it said the following.

Package ID    unknown
Path               C:\windows\diagnostics\system\networking
Error code       0x80070427
Source             engine
User                mary-PC\mary
Context           restricted


Don't know if this makes a difference but I thought it might

Thanks & Happy St. Patrick's Day
Mary
Title: Re: Getting on the internet
Post by: Corrine on March 17, 2018, 09:42:57 PM
Happy St. Patrick's Day, Mary!

I found a number of examples of the same error but in only one discussion was the troubleshooting for the error message solved. 

1.  Type services in the Windows search box and click it to open when "Services Desktop app" appears.
2.  Scroll down the column until you reach Cryptographic Services and click on it to highlight it.
3.  Look to the Status column to the right of the name. 
     -- If it shows "Running" move to step 4.
     -- If it shows "Stopped", click Restart in the upper left column and then move to step 4.
4.  Next check the "Startup Type" column. 
     -- If it has "Automatic" close the Services window and let me know if it was Running or Stopped.
     -- If it does NOT show "Automatic" right-click on Cryptographic Services and click the drop-down arrow, select Automatic, click Apply, click Ok and close that window followed by closing the Services window.

A screen copy of what you can expect to see is attached.

Does Troubleshoot work now?
Title: Re: Getting on the internet
Post by: Digerati on March 18, 2018, 03:05:39 PM
I have to admit upfront, I don't know what your problem is but some more information might help.

For your network device(s) do you have a separate modem and router? Or is it one integrated device?

How does this computer connect to your network? Is it by Ethernet (a cable from your computer to a port on the router/modem)? Or via a wireless connection?

If you connect through Ethernet, I would swap Ethernet cables. These are very inexpensive, low-tech but very critical (and often overlooked) network devices that unfortunately, are often poorly made and/or easily damaged.

Most long time computer users typically have spare Ethernet cables stuck in drawer somewhere. If not, Walmart (https://www.walmart.com/ip/GearIt-5-Feet-Cat-6-Ethernet-Cable-Cat6-Snagless-Patch-Computer-LAN-Network-Cord-Lifetime-Warranty/47441127?action=product_interest&action_type=title&beacon_version=1.0.2&bucket_id=irsbucketdefault&client_guid=5882ea65-cee3-439e-38af-9ecf54ab8a50&config_id=2&customer_id_enc&findingMethod=p13n&guid=5882ea65-cee3-439e-38af-9ecf54ab8a50&item_id=47441127&parent_anchor_item_id=47457583&parent_item_id=47457583&placement_id=irs-2-m2&reporter=recommendations&source=new_site&strategy=SMT&visitor_id=YMVIXwodMjQyQyJGaWuRFU) or Best Buy (https://www.bestbuy.com/site/dynex-6-cat-5e-network-cable-gray/9737423.p?skuId=9737423) will have a wide selection in various lengths and colors. You just want to make sure it is Cat-5e or Cat-6 (it will be clearly printed on the package).

Also, if you connect via Ethernet cable, try a different Ethernet port on the back of your router/modem. These can go bad too.
Title: Re: Getting on the internet
Post by: mary3444 on March 18, 2018, 07:12:19 PM
Hi Corrine,

I did just what you said & here is what was on Cryptographic Services

Description
    Provides fo...
Status
    Started
Startup Type
    Automatic
Log on as
   Network s...

Except for Status it all was as you stated.  Troubleshoot is now back to how I first explained it to you.

Digerati
   I don't know how much more information I can give you as to my problem.  I am one who does not know anything about the computer except how to turn it on & off & ask for help. I am trying to explain my problem as best as I can.

I have a new modem which I explained before, just a modem.

I have a cable from the  computer to the modem which was changed when the new modem was installed. The telephone/internet provider switched the cable to a different port on his 2nd visit.

I am sure you know a lot about computers & that is great but I don't so everything has to be explained to me & I am sorry about that.

Mary


Title: Re: Getting on the internet
Post by: DonnaB on March 18, 2018, 08:39:48 PM
Hi Mary,

I am sorry if you answered this above, but I have to ask...

Who is your internet provider? In your last post you said that the telephone/internet provider switched the cable to a different port on his 2nd visit. Did he turn your computer off then back on again to ensure that your computer did connect before he left.

I would be calling them back and tell them they did not fix it on the 2nd visit and make sure they do not charge you for every time they come out to fix what should have been fixed right the first time.

Title: Re: Getting on the internet
Post by: mary3444 on March 18, 2018, 08:55:29 PM
We live in a very rural area in TN. Our internet provider is our phone co. also. We have no choice this is the only internet provider in our area.

When the service man first came out the modem was not  working the way it should. Sorry but I can't remember just what he said when he connected it to his laptop. He then changed the modem & wires. He shut it off & it went back on.

Late that night I went to go on & could not so I called back & they sent another service man out the next day. When the 2nd man came out he was the one who changed the wire to another port & it was off at the time.

He then told me it was not the modem but something to do with the computer but he did not know how to help me with the computer.  They do not fix computers,  just provide the internet connection.

They do not charge for this service as we have to pay a monthly fee. I do not think it is the internet provider but I could be wrong

Mary.
Title: Re: Getting on the internet
Post by: plodr on March 18, 2018, 09:06:11 PM
You only have 1 computer? Is that correct?

How many ports does the modem have?

Are there any names on the modem? (look at the front, back and on the bottom).
Title: Re: Getting on the internet
Post by: mary3444 on March 18, 2018, 09:36:47 PM
Hi,

Yes, I only have a desktop computer.

The modem has 3 ports in the back

The name on it is:  ZyXEL  p-600 series

Thanks
Mary
Title: Re: Getting on the internet
Post by: plodr on March 19, 2018, 12:39:38 PM
I've never seen a modem with 3 ports.

I went searching for a picture and failing that, I got the quick start guide.

It says
Quote
2. Plug one end of the grey telephone cable into the Modem DSL port and the other
end into the DSL/HPN port of the DSL line filter.
3. Plug the DSL line filter into the primary telephone socket in your home.
4. Plug the network cable into any of the 4 Ethernet ports on the modem and the
other end of the cable into the network card of your PC.

I'll keep looking.
Title: Re: Getting on the internet
Post by: plodr on March 19, 2018, 12:49:47 PM
I found the manual for 2 different p-600 models. It is a modem and router combination. These also show it has 4 computer ports or a total of 5 ports, which is almost standard for a router.

I'll keep looking to see if there is some obscure p-600 model.

Does yours look like the ZyTel pictured on this page?
https://connectnc.com/clients/knowledgebase/130/Light-on-DSL-modem-is-green-but-I-canandsharp039t-surf.html

Title: Re: Getting on the internet
Post by: plodr on March 19, 2018, 01:08:30 PM
Does it look like this on the back?
Title: Re: Getting on the internet
Post by: mary3444 on March 19, 2018, 03:04:19 PM
Hi,

On the back of the modem it has 3 ports,  1-DSL, 2-Ethernet, 3-Power. There is a on/off switch also. Both service men checked the connection & it was right.

In front, there is  6 placed for lights. The two end ones say nothing.  Left side is Power which is green, next is ethernet which is orange, next is DSL which again is green. The last one says Internet but it does not have a light. I have only ever had 3 light on.

When they hook up their laptop to the modem it is fine, so they say now it is not the modem.

This is driving me nuts, more then I already am.

Thanks for all the help

Mary

Title: Re: Getting on the internet
Post by: plodr on March 20, 2018, 12:40:32 PM
#1 DSL is where the wire from the phone company plugs into your modem.

#2 Ethernet should be the place where the wire from your computer plugs into the modem

#3 Power is where the modem plugs into the wall.

So there is only 1 place to connect to your computer: #2 ethernet.

This is what is confusing
Quote
When the service man first came out the modem was not  working the way it should. Sorry but I can't remember just what he said when he connected it to his laptop. He then changed the modem & wires. He shut it off & it went back on.

Late that night I went to go on & could not so I called back & they sent another service man out the next day. When the 2nd man came out he was the one who changed the wire to another port & it was off at the time.

Did the first serviceman give you a different modem?

The 2nd serviceman changed the wire to another port. But there is only one port for the computer to connect to the modem so I'm not sure where he "changed the wire to another port".

Does the ethernet light on the front always stay orange or does it turn another color?

At this point there are only 2 things I can think of: the ethernet card inside your computer is going to sleep and that's why you have to remove the wire and put it back in or the ethernet cord is going bad. But if the cord were going bad, it would stop and start at irregular times. It seems that you can get on the internet after you shut down power to the modem and then you are good all day until you turn the computer off.

I'll see if I can find a manual for the exact modem you have.
Title: Re: Getting on the internet
Post by: plodr on March 20, 2018, 01:08:19 PM
Is this what the front and back look like? (except you mentioned that the internet light never comes on; the internet light should blink)
Title: Re: Getting on the internet
Post by: mary3444 on March 20, 2018, 09:05:48 PM
Hi,

On this modem the Ethernet light is the one that blinks. It was the same on the old modem.

When the first man came out & he connected my old modem to his laptop he said that it did not have the giga bites it should have. Now I am not sure if that is the name he used because I don't know a thing about this computer. If I remember right it had 750 & should have been 1000 but I might be wrong on this. & yes he gave me a new modem.

The 2nd man put the wire to another port on the tower if I am saying it right it went to the tower.

The ethernet light always stays orange & blinks when the computer is on. It is not on when the computer is off.

The ethernet cord is new when the 1st man gave me a new modem. Once I get on the computer I can stay on for hours if I want & I have no problems. It is just getting on the internet when I first turn on the computer.

What does it meanif the ethernet card inside my computer is going to sleep?

Thanks for all your help

Mary
Title: Re: Getting on the internet
Post by: plodr on March 20, 2018, 10:30:21 PM
 I need to know if the pictures I posted this morning look like your modem.
Once I know that is your model, I'll read through what the lights should be doing. (I downloaded 3 different manuals and I don't want to give you information that doesn't apply to your model).

I do think that the internet light should be lit.

Quote
When the first man came out & he connected my old modem to his laptop he said that it did not have the giga bites it should have.
That makes sense. The speed of the old modem was limited so he gave you a newer and faster modem.

Quote
It is just getting on the internet when I first turn on the computer.
... that you have the problem.  I don't think you've gone through the wizard to set the computer to get on the internet and that's why the light is never lit.

Quote
The 2nd man put the wire to another port on the tower if I am saying it right it went to the tower.
Interesting. Most towers only have 1 port where the ethernet cable can go.

What is the brand and model of your computer? I'd like to see what the back of it looks like. I need to see if you really have 2 ethernet ports.

Quote
What does it mean if the ethernet card inside my computer is going to sleep?
When the computer is turned off for the night, the port where the modem is plugged in, goes dark. If you look at your tower after you have turned it off, there is probably no light where the modem wire is plugged in.
 My computers are plugged into a power strip so even when the computers are off, the port is getting power and has a green light. When the computer goes on the internet, the light on the tower where the wire is plugged in will blink, indicating it is sending and receiving data.

I'm not sure how long it takes an ethernet port to "wake up" because our wired computers are connected to either surge suppressors or uninterruptible power supplies (UPS) so the card is always lit.


Title: Re: Getting on the internet
Post by: mary3444 on March 21, 2018, 08:05:31 PM
Hi,

Yes, the picture you posted is just like my new modem. Power is green light that always stays on, Ethernet is orange & goes off when I turn the computer off-on the old modem this light was yellow, DSL is green light that always stays on. The internet light has NEVER been on.

I don't know what the wizard is but I have not had this problem before till 1 week ago so if the wizard was not set right I would have had the problem before.

I am not sure where the 2nd man put the wire but he did change a wire around in the back of the tower.

I have a Dell Windows 7 Inspiron 3647 purchased from Dell 4/29/14

When I turn the computer on the thing that looks like a tv on my screen has a green circle, before that would turn for a few minutes & then the internet would come on. Now that green circle does not move. Most times I walk away for about 10 min. & when I return there is a  yellow triangle in the tv.  This is when I unplug the power & ethernet wires for about 30 seconds plug them back in & then the green circle starts to turn & soon the circle is gone & I then can get on the internet.

I hope this helps & thanks so much for the help.

Mary

Title: Re: Getting on the internet
Post by: plodr on March 22, 2018, 01:05:02 PM
Quote
I unplug the power & ethernet wires for about 30 seconds
You unplug the power from the modem or computer?
You unplug the ethernet wire from the modem or the computer?

I'll do some looking but I have a dentist's appt at noon so I don't have time now and I won't be back until later this afternoon. At least I have a manual for your "new" modem.
Title: Re: Getting on the internet
Post by: plodr on March 22, 2018, 06:49:27 PM
This is the manual section describing the lights.
Power: blinks green during startup then stays green.

DSL: remains on if connection with your ISP is established.

Internet: stays on when internet access is available. It will blink when traffic is moving back and forth between the computer and the internet.

Ethernet: turns on when the ethernet port is properly connected and blinks when there is traffic.

I want you to turn on your computer in the morning from a cold boot. Wait about 5 minutes - don't pull any cords or plugs and write down what each light looks like solid, blinking or out. The color green or amber/orange/yellow doesn't matter. I'm more concerned with solid, blinking or off.

Then you can do what you normally do to get access to the internet. After you have your browser open, I want you to look at the 4 lights again and write down what you see for all of them. Solid, blinking or not lit.

Thanks.

Title: Re: Getting on the internet
Post by: Corrine on March 22, 2018, 06:55:47 PM
Based on reading the manual section about the lights, Hmmmm --

The internet light has NEVER been on.
Title: Re: Getting on the internet
Post by: plodr on March 22, 2018, 07:02:46 PM
Yes, that's what concerns me. Either the modem is broken because at some point the internet should come on or the computer is somehow looking for the old modem (spinning circle), doesn't find it and no internet connection (yellow triangle).

I don't think this modem has been set up so Mary has to unplug it to get on because the computer sees it as a new device then allows her to go on the internet. But why the light doesn't come on then, bothers me.

The Power and the DSL light seem to do what is expected. But the ethernet light and the internet light don't.
Title: Re: Getting on the internet
Post by: DR M on March 22, 2018, 07:49:30 PM
Plodr,

Just a thought:

Could it be possible re-entering the username and password in router's page help?

The internet light in my modem is on only when the telephone is in use. Otherwise, is always off.
Title: Re: Getting on the internet
Post by: Digerati on March 22, 2018, 08:04:46 PM
If me, I would do a full network reset one last time. If still problems, they need come back out and fix it right.

So if me, I would unplug all the network devices and all connected computers and other devices from the wall. Power completely off any wireless devices too.

Then plug in just the modem and wait for the lights to settle down which should take less than a minute. If you have a separate router, plug that in and wait for the lights to settle down.

Then plug in and boot your computer. Assuming everything is setup for DHCP (dynamic IP assignment) the computer should connect.

The only way I can see the modem trying to connect though the first modem is if the tech failed to have the second modem authorized on the ISP's network by registering the new modem's MAC address to the account. But even then, the computer should connect to the local network via the router (even if integrated with the modem).

It is important to understand that technically the cable/DSL modem, router, WAP (wireless access point or AP) and 4-port Ethernet switch are all totally separate, "discrete" network devices that just happen to share the same box, same PCB (printed circuit board) and same power supply.

The router (whether integrated or separate) really has only one wired input and one wired output and is used to connect or isolate two networks - the local network (everything on your side of the router) and the ISP's network.

The 4-port switch is used to connect multiple devices to your local network (LAN - local area network) on your side of the router. And the WAP or AP connects internally to a 5th Ethernet port.

The point is, the computer should be able to connect to the local network via the Ethernet port and router even if the router cannot connect to the modem or the modem cannot connect to the ISP's network. This means if the NIC (network interface has LEDs, they should show connectivity. And same with the Ethernet ports on the back of the router (or integrated modem).

Clear as mud, huh?
 
Title: Re: Getting on the internet
Post by: mary3444 on March 22, 2018, 09:26:40 PM
Hi,

I am sorry Digerate I don't understand one word of what you said, sorry.

I don't have any wireless devices, don't have a separate router either.

Plodr,

This new medem & the old modem are doing the same thing, not letting me get on the internet. I have never had a internet on. Only 3 lights. The 2 green stay on & the orange one does blink at times.

If the new modem is not set up right why did I have the same trouble with the old modem?

I will look at the lights tomorrow when I turn it on. Can't read your answers till I get on the internet. You keep saying 4 lights but I only have 3, never had 4.

This is a basic internet connection. I do know if I had a laptop I would have to upgrade my connection. Don't know if this helps.

Mary
Title: Re: Getting on the internet
Post by: Corrine on March 22, 2018, 09:33:13 PM
Why would you have to "upgrade your connection" if you had a laptop? 
Title: Re: Getting on the internet
Post by: plodr on March 23, 2018, 12:22:09 AM
The internet light should be on.

Digerati: Mary has never set up a network - this is way above her comfort level. She has exactly 1 computer hard wired to the modem - that's it. As far as she is concerned she has no use for a network.

Doctor M: I don't think Mary ever entered a username and password. That might be the problem or the modem could be faulty. I'm trying to decide doing it from a distance. That's why I'm asking so many questions.

Corrine: I think Mary assumes that if she got a laptop, she'd have 2 computers and would need wireless access. I don't think this modem has wireless so she'd need a modem/router combo (not sure about dsl).

The set up in the manual talks about setting it up in XP or Windows Server 2003. This is an old modem and as such, might be broken.
Title: Re: Getting on the internet
Post by: Corrine on March 23, 2018, 12:40:48 AM
I can't help but wonder if the issue is related to the ISP making some changes.  So, although the previous modem was no longer capable of handling the speeds the service is now providing, the replacement certainly wasn't a "state of the art" device.  Mary's desktop is Windows 7 Home (64x) and from looking at previous logs, I figure about 3 years old and a far  cry from XP/Windows Server 2003 days.
Title: Re: Getting on the internet
Post by: MikeW on March 23, 2018, 08:03:42 AM
I still think you need to establish which model of the series she has. As the 600 seties has been going for years and still is.
Title: Re: Getting on the internet
Post by: plodr on March 23, 2018, 03:24:01 PM
Mary said the last set of pictures matched her unit. So I assume it is a 660R-D1 modem.
Title: Re: Getting on the internet
Post by: mary3444 on March 23, 2018, 08:19:30 PM
Hi,

OK plodr, I did what you asked me to do. Turned on the computer & as always the power & dsl light is solid, the ethernet is blinking. When I go on the internet the lights are the same. This is the same lights that I have always had. No internet light ever.

Corrine, I don't think I am getting speeds  higher with the service I have, it has not changed. The modem was not I guess say as fast as it could be. The device replacement is the same as I had. My computer is 4 years old.

plodr, again I have had this service for 8/10 years & the internet light has never been on. You are right this whole thing is way above my comfort level. I have said before when Digerati answers any of my question I never understand what he is saying, sorry Digerati. When I first signed up for the internet I did have to give them a username & password if that is what Doctor M asked. You are right I do not have wireless access & I thought if you had a laptop you needed that.

I hope when you ask me questions I am answering it right. It is hard when you don't know a thing about the computer. I can't tell how much I appreciate the help everyone is giving me.

Mary
Title: Re: Getting on the internet
Post by: MikeW on March 23, 2018, 10:18:12 PM
Mary said the last set of pictures matched her unit. So I assume it is a 660R-D1 modem.

They are all very similar. which is why I posted the picture of the ID label
Title: Re: Getting on the internet
Post by: plodr on March 24, 2018, 12:02:35 PM
I am going to give you the steps to set up the internet access so you do not have to keep turning off the modem and pulling the ethernet cord. I don't think this was ever done and that's why you can't get on when you turn your computer on in the morning. If it seems too hard, then call your ISP again and tell them, "the internet light on the modem is always off and I need to turn off the modem and pull the ethernet cord to get on the internet every time I turn on my computer".

1. Turn on your computer but don't pull the power  or ethernet cord.
2. Open a browser. (I know you will not be able to get on the internet.) Type http://www.zyxel.com
and press enter.
3. The modem tries to detect your internet connection. Wait for it to finish. If any other screens appear, follow the directions on the screens.
If you aren't sure what to do on a screen, then close the browser. You can then go back to the way you have been doing it. Pull the power from the modem and the ethernet cord.
I'm not sure what sort of screens you will see, so I can't tell you what to do ahead of time.
If it was done correctly, the internet light should come on and you should be able to get on the internet without pulling the power and ethernet cable.

4. If the web page doesn't open in step #3, type in http://192.168.1.1 and press enter.
This modem uses 1234 as the password. Click the word Login.

5. You might see a screen to change the password. Type in the password you have from your ISP.

6. The next screen will ask if you want Wizard or Advanced Mode. Select Wizard.

7. The directions then say to follow the directions in the wizard; don't change anything.
Again, if you get confused, close the browser, power down the modem, pull the ethernet cord and get on the way you have been doing.
Title: Re: Getting on the internet
Post by: techie on March 24, 2018, 12:26:07 PM
It may be confusing, but it is something the tech should have done. There is more than just hooking up the modem and that is thier responsibility to complete the full installation.

If you aren't following what plodr is telling you to do, use the quick start manual step 3 Internet setup. Sometimes seeing it helps.

It is located here:

ftp://ftp2.zyxel.com/P-660R-D1/quick_start_guide/P-660R-D1_2.pdf

Title: Re: Getting on the internet
Post by: techie on March 24, 2018, 12:37:22 PM
It may be confusing, but it is something the tech should have done. There is more than just hooking up the modem and that is their responsibility to complete the full installation.

If you aren't following what plodr is telling you to do, use the quick start manual step 3 Internet setup. Sometimes seeing it helps.

It is located here:

ftp://ftp2.zyxel.com/P-660R-D1/quick_start_guide/P-660R-D1_2.pdf

PS>  It works when they are there because the laptop there using is already setup for a connection, they failed to setup your computer connection.
Title: Re: Getting on the internet
Post by: techie on March 24, 2018, 01:14:24 PM
The other solution is they failed to setup a new connection on your desktop. You said they didn't do anything with it. If the modem was changed, it's a new network connection, different MAC ID. Don't worry about the technical term.

The best way to show you is by giving a link of instructions to follow, it's the same on all WIN 7 systems.

https://www.tp-link.com/us/faq-339.html

The user name is almost always the email ID they gave you.  i.e.  mary@****.net (or) .com

Password is one they gave you or most likely the same as your email password if you have forgotten.
Title: Re: Getting on the internet
Post by: mary3444 on March 25, 2018, 07:28:42 PM
plodr,

For some reason I could not get on this site yesterday. I will do what you want tomorrow & hope it works.

thanks
Mary
Title: Re: Getting on the internet
Post by: Corrine on March 25, 2018, 08:43:32 PM
That is because the forum was down for a while yesterday, Mary.  Fingers crossed that what plodr has suggested will work.
Title: Re: Getting on the internet
Post by: plodr on March 25, 2018, 11:41:41 PM
I probably won't be on until late in the day. I'll check to see if if worked (the internet light should come on), it didn't work, or you stopped along the way and went back to what you've been doing.

I hope it works, good luck.
Title: Re: Getting on the internet
Post by: mary3444 on March 26, 2018, 02:17:22 PM
plodr,

When I turn on the computer all I get is my picture I have on there & I guess you call them icons like firefox, recycle bin & things like that. I don't know how to open a browser to type in what you want. There is no place to do that unless I am on the internet. If I try to go on something & type in what you said it tells me can't find google.

Techie, you said to to go on network and internet & when I do that it tells me this "you are already connected to the internet.

I called the service provider & they say it is not anything they did it is my computer that is not telling the modem I am connected.

I think I need a new head to try & figure this out as it is driving me nuts. I know you must be getting very tired of me & my problem & for that I am sorry.

I don't want to but do I need to bring the tower somewhere to be fixed. This will not be easy as we live in a very small rural town.

Thanks again

Mary
Title: Re: Getting on the internet
Post by: Corrine on March 26, 2018, 02:37:18 PM
Hi, Mary.

When you turn on your computer and it goes through the startup process, the screen that shows your picture is your logon screen.  It will look something like the image below:

(https://www.technibble.com/articlecontent/2012/04/Bypassing-Windows-Logon.jpg)

At that screen, enter your password.  When Windows finishes loading, open Firefox or IE, which ever is your current preferred browser.  Then continue with plodr's instructions.
Title: Re: Getting on the internet
Post by: plodr on March 26, 2018, 07:40:42 PM
Open up Firefox. Even though you can not go on the internet,
Type http://www.zyxel.com
into the address bar of Firefox and press enter.

Then continue from step # 3.

1. Turn on your computer but don't pull the power  or ethernet cord.
2. Open a browser. (I know you will not be able to get on the internet.) Type http://www.zyxel.com
and press enter.
3. The modem tries to detect your internet connection. Wait for it to finish. If any other screens appear, follow the directions on the screens.
If you aren't sure what to do on a screen, then close the browser. You can then go back to the way you have been doing it. Pull the power from the modem and the ethernet cord.
I'm not sure what sort of screens you will see, so I can't tell you what to do ahead of time.
If it was done correctly, the internet light should come on and you should be able to get on the internet without pulling the power and ethernet cable.

4. If the web page doesn't open in step #3, type in http://192.168.1.1 and press enter.
This modem uses 1234 as the password. Click the word Login.

5. You might see a screen to change the password. Type in the password you have from your ISP.

6. The next screen will ask if you want Wizard or Advanced Mode. Select Wizard.

7. The directions then say to follow the directions in the wizard; don't change anything.
Again, if you get confused, close the browser, power down the modem, pull the ethernet cord and get on the way you have been doing.

Title: Re: Getting on the internet
Post by: mary3444 on March 27, 2018, 05:51:00 PM
plodr,

I did just what you said to do go on Firefox but when I do I still get the same message "we're having trouble finding site". No matter what I do if I am not on the internet I can put anything in and hit enter. Same message every time.

I am sorry just don't know what to do.

Mary
Title: Re: Getting on the internet
Post by: plodr on March 27, 2018, 07:16:48 PM
Method 1 didn't work.

Click your FF icon and even if it says, "site not found" or can't get on internet, do this.

1. Remove whatever is in the address bar and type this
Code: [Select]
http://192.168.1.1 and press enter. This brings up the setup page for your router. It works whether you are on or off the internet.

2. If you see a Login screen, type in your username and password. (The one the ISP gave you).

3. The a screen comes up asking you want Wizard or Advanced. Select Wizard. Follow the directions on each screen.
Title: Re: Getting on the internet
Post by: mary3444 on March 27, 2018, 08:39:32 PM
Thanks I will do this tomorrow

Mary
Title: Re: Getting on the internet
Post by: mary3444 on March 28, 2018, 01:24:43 PM
plodr,

When I go on Firefox in the address it comes up https://news.google.com. I then did what you said & it tells me the connection has timed out. The server is taking too long to respond. I do try again & the same thing happens.

I went back & opened firefox again & the same thing happens.

The only way I can get on & do anything is to remove the 2 cords put them back in & then I can go on.

Thanks

Mary
Title: Re: Getting on the internet
Post by: mary3444 on March 28, 2018, 01:28:50 PM
I also tried to put the #'s in when on the computer & the same message comes up, the connection has times out.

Thought this might help

Thanks

Mary
Title: Re: Getting on the internet
Post by: plodr on March 28, 2018, 09:24:57 PM
Well if you kept FF open and removed https://news.google.com by putting your mouse cursor in the address bar  and pushing the back arrow until nothing was in that box  then typing in http://192.168.1.1 and pressing enter and it still says it has timed out, it is time to call your ISP and show them exactly what happens when you try to set up your modem.

Something is very wrong if you are unable to access the modem setup from your computer.
Title: Re: Getting on the internet
Post by: Pete! on March 29, 2018, 12:10:46 PM
.........Something is very wrong if you are unable to access the modem setup from your computer.

Not necessarily. it depends on your ISP....
I believe Optimum (in my area) has tampered with the router they supply. If I enter http://192.168.1.1 in my browser, I go to a page on the optimum website that allows me to make (very limited) adjustments to the router.

If I disconnect the modem (either mine or Optimum supplied), but leave the router connected to the computer, and enter http://192.168.1.1, it times out.

I had some problems getting on the internet the first time by the methods described above. I finally set up a connection from "Control Panel -> Internet Options -> Connections -> Setup ". It's worked fine ever since... even after I bought my own modem.

Having said that, the "FREE" Optimum routers in my locale may be a special case. It's a "dual (something)" that was supposed to also serve as a mini-hotspot for the (now defunct) Optimum WiFi phone.

I have no idea if Mary's problem is similar, or if she can successfully setup from "internet Options", but some routers are different.
Title: Re: Getting on the internet
Post by: winchester73 on March 29, 2018, 12:27:41 PM
On my setup, 192.168.1.1 displays my router interface and 192.168.100.1 goes into the cable modem ...
Title: Re: Getting on the internet
Post by: plodr on March 29, 2018, 12:33:49 PM
Mary has a dsl modem. (I don't know a lot about dsl modems - I'm strictly a cable connection person). I'm not sure if it has wifi or not but since she connects directly to the modem, and the internet light is not on, then something is wrong.

When I set up my new modem, I had to call Comcast to give them the MAC address. I simply connected to the modem and waited for the lights to come on.

Since her ISP came to her home, twice, and supplied the modem, I suspect they know exactly what was needed as far as an internet connection. As I said before, either it wasn't set up properly or the modem is broken if the internet light never comes on and she has to keep unplugging and pulling power daily as if it is a new device that hasn't been set up.
Title: Re: Getting on the internet
Post by: DR M on March 29, 2018, 12:37:54 PM
Quote
Mary has a dsl modem. (I don't know a lot about dsl modems - I'm strictly a cable connection person). I'm not sure if it has wifi or not but since she connects directly to the modem, and the internet light is not on, then something is wrong.

I have a dsl modem, I use ethernet cable to connect the computer to the modem, the internet light is off, but I have internet connection.
Title: Re: Getting on the internet
Post by: Digerati on March 29, 2018, 01:52:49 PM
On my setup, 192.168.1.1 displays my router interface and 192.168.100.1 goes into the cable modem ...
This is how mine is too with my Linksys router and Motorola/Arris modem. But it really depends on the manufacturer of each device. Some routers default to 192.168.1.0 for example.

A List of Common Default Router IP Addresses (https://www.techspot.com/guides/287-default-router-ip-addresses/).

I should add, however, that I own both my router and my modem. So my ISP has not dinked with the settings.

Title: Re: Getting on the internet
Post by: mary3444 on March 30, 2018, 07:38:22 PM
Hi,

I called my provider they said a service man will come out again on Mon but they doubt it is the modem as I had the same problem before they changed to a new but same type modem.

I do not have wifi.

Thanks for all the help & Happy Easter to everyone

Mary
Title: Re: Getting on the internet
Post by: Corrine on March 30, 2018, 08:43:10 PM
Happy Easter to you as well, Mary. 

Please ask the service rep to test the connection with YOUR computer, not his laptop and to go to the setup page for the router to ensure it is properly configured.  It is likely plodr may have other suggestions as well.
Title: Re: Getting on the internet
Post by: plodr on March 31, 2018, 01:33:47 PM
When the serviceman comes, turn on your computer and show him that you can not get on the internet.
See what he does to try and get it working.
If he gets to a setup page, ask how he got there. I'm curious if he used what the manual said 192.168.1.1 or he went through the control panel on Windows 7. (I've never set up through the control panel). I've also only ever had to look at my modem once or twice because I normally do everything through a router.

If the internet light stays off, after he has managed to get the computer on the internet, ask him why it remains off, even though the manual said it will be green showing there is an internet connection.

Happy Easter to you too.
Title: Re: Getting on the internet
Post by: plodr on April 23, 2018, 12:07:23 PM
Mary, is the modem/router working without the need to unplug it?

I'm curious what the serviceman did.