Solved trouble connecting to the internet

alessa · Dec 21, 2010

Hello! I hope somebody can help me with the Internet connection.
So... I have a Sony with Vista Home Premium and a big problem with my internet connection. When i try to diagnose it says: "Cannot communicate with Primary DNS server(192.168.0.4)."
ipconfig is:
"Microsoft Windows [Version 6.0.6001]
C:\Users\Alexandra>arp -a
Interface 89.38.196.36 --- 0x8
Internet Address Physical Address Type
89.38.196.255 ff-ff-ff-ff-ff-ff static
224.0.0.22 01-00-5e-00-00-16 static
224.0.0.252 01-00-5e-00-00-fc static
239.192.152.143 01-00-5e-40-98-8f static
239.255.255.250 01-00-5e-7f-ff-fa static
C:\Users\Alexandra>ping 89.38.196.255
Pinging 89.38.196.255 with 32 bytes of data:
Request timed out.
request timed out.
Request timed out.
Request timed out.
Ping statistics for 89.38.196.255:
Packets Sent = 4, Received = 8, Lost = 4 <100% loss> "

I`ve also tried to turn off the firewall but I still cannot connect to the internet.

I would sincerely appreciate any adivice. Thanks!

Shadowjk · Dec 21, 2010

Can you connect to the internet using an Ethernet Cabel?

Also Could you please run the Attached File in this Post as administrator

See http://www.vistax64.com/network-sharing/284688-network-posting-tips.html For more Information

Many Thanks,
Josh

richc46 · Dec 21, 2010

See if a clean boot helps
How to troubleshoot a problem by performing a clean boot in Windows Vista or in Windows 7

If so follow directions

alessa · Dec 21, 2010

Yes, using an Ethernet Cable.

alessa · Dec 21, 2010

I cannot connect with an Ethernet Cable

Lorien · Dec 22, 2010

Hi alessa,

Welcome to Vista Forums!

Thank you for the IPCONFIG /ALL screenshots. They pretty much tell the story. Your setup is not correct for the Local Network Connection. The default gateway and your IP address are incorrect (they should be 192.168.x.x) - the numbers you are getting are incorrect (though it's possible if you are directly connecting to the internet and not using a router - but then your DNS IP address is wrong as it is setup as if for a router). You also have an incorrect default gateway (which means you are not setup to connect to the router or making contact with the router - which is usually 192.168.0.1 or 192.168.0.154 though it could be anything in between those numbers). DHCP is also not supplying an IP address for the DHCP Server (which is usually the same as the Default Gateway) - probably because it is not even enabled. In essence, you are not connecting with the router or the router is not configured properly or your computer is not configured properly to make the connections. I'm not certain exactly where the problem is located.

Try reviewing the following articles. The last one is of particular significance in your situation, but if your whole home network is setup wrong, then that last one won't work on its own, so that's why I included the others. If you followed step 3 that Shadow provided, then we can be pretty sure your basic network functions are working - so it's just a matter of proper configuration.

Here's a tutorial on how to setup a home network - check out the additional links for further information that may be of great help: http://windows.microsoft.com/en-US/windows-vista/Setting-up-a-home-network.

Here's an article on setting up a cable or DSL connection in Vista (again with helpful links): http://windows.microsoft.com/en-US/windows-vista/Set-up-a-DSL-or-cable-connection.

Here's another article on setting up an internet connection in Vista: http://unlockforus.blogspot.com/2008/03/help-how-to-setup-dsl-internet.html.

Here's an article on how to setup a broadband internet connection in Vista: http://www.zolved.com/synapse/view_content/26202/Can_I_Setup_Broadband_Connection_on_Vista

Hopefully, these will assist you in either correcting your current networking setup or, if necessary or you prefer, setting up an entirely new set of connections. A few months ago, in order to connect I needed a separate connection for my wireless connection and another one for my internet connection (that's how the ISP modem worked). Then I got a new modem and suddenly I did not need the separate internet connection (in fact, I had to delete it because it was causing problems) and connecting to the wireless network automatically connected me to the internet. Although you are cabled and not wireless, the same situation could exist. I don't know your situation. Do you have a router or do you connect directly by modem?

I realize this didn't work for you before, but armed with the knowledge from the above articles and perhaps a few attempts of your own, and if you immediately ask for a supervisor when you reach somebody so you get to talk to someone with some knowledge, it might work better. After reading the above, I recommend you contact your ISP, explain the problem, and have their phone technical support people walk you through the setup step-by-step (mine is great at providing such help 24/7 though you may need a supervisor to get proper support from yours) until you're connected - they may even help you with your router (where a reset may not be enough if it isn't properly configured in the first place and doing that means accessing the router setup and putting in the correct settings for your network and your ISP). I would not let them off the phone until you have a good connection everywhere. If they won't help you, at least get them to tell you what they think the proper DNS entries should be for their ISP - they should be willing to at least give you that. Then we can see if just changing that will do the trick.

I'm not trying to "pass the buck" back to the ISP, but there are settings and configurations we simply do not know and that only your ISP can provide. Plus they can talk you through it over the phone step-by-step whereas we can only communicate by these messages so it would take MUCH longer even if we had all the information needed to do it.

I hope this helps. Please post back if you have further questions or problems - or to let us know how it went.

Good luck!

niemiro · Dec 22, 2010

Hello!

If Lorien has just mentioned this in one of his links, or something I have missed, sincere apologies.

I believe that we need tracert. Please open a new Command Prompt, and type:

tracert google.co.uk

I am not too fussed about which website, as long as it is a big one. google.{your country} is fine, but if you want to remain anonymous, just use .co.uk.

Post us a screenshot, or marking, when done.

Thanks!

Richard

alessa · Dec 22, 2010

Thank you, Lorien, for the articles. I'll study it and then I'll see what can I do. I don't have a modem so, I think it's a router. Well, I ve called my ISP, but they said that they see me online (there is no problem with them) and that it's on about a bad configuration of my laptop and they cannot help me by phone :shock:

. I will read the articles and I'll call them again.

For you, niemiro, I've posted a screenshot with tracert google.ro
Thanks.

Lorien · Dec 22, 2010

Hi alessa,

Do you know how to access the router setup screen so we can make sure it is configured properly? Did it come with a manual or instructions? Did you install software that you can run that will give you this access? If not, do you know the manufacturer, make, and precise model of the router so maybe we can find information about it online?

Thanks!

alessa · Dec 22, 2010

It's ok now. I have internet on my laptop. All that I should have done was to click on "Obtain an Ip address automatically" and on "Obtain DNS server address automatically". If I would have known that it's so easy...

Thank you Josh! Thank you Lorien! Thank you Richard!

Lorien · Dec 22, 2010

Hi alessa,

I'm happy it is resolved and was so easy. It was our pleasure. We were happy to help.

Thanks for the feedback - it is appreciated and will help others with similar problems.

I will mark this thread as solved.

Good luck and best wishes!

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