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Kudos0

No internet access after NIS08 update to desktop on 8-30-08

Hello- 

I awoke on 8-31-08 to find that IE would not work on my desktop. This is after shutting down the night before right after a NIS08 update. The desktop is hard wierd, but I know there is a signal because my laptop can pick it up from the router with the same cable. I have not done the NIS08 update to my laptop for fear that I will not have any net access there as well. 

 

I have tried troubleshooting with my cable company, the modem and router company (Linksys), Norton support online chat, CNet and Windows forum lurking, and am now here.  I have tried: resetting IE default settings which disabled all of the BHO's (Browser Helper Objects), turning the NIS firewall off, and powercycleing the modem and router (before I relized they were working fine). I do not have Firefox or Opera installed to check their operation. Outlook cannot connect either. 

 

If I go to start/settings/network connections on both computers: the laptop has a LAN icon and one for the wireless router- the desktop only has a network bridge icon which says is connected. The only commonality to not having internet access is the NIS update with the possibility of a Windows update.  No one else was using the computer. 

 

Does anyone have any suggestions? 

 

Thanks

Update: They both run XP. 

Message Edited by legacybronze on 09-03-2008 12:20 PM

Replies

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Hello- 

I awoke on 8-31-08 to find that IE would not work on my desktop. This is after shutting down the night before right after a NIS08 update. The desktop is hard wierd, but I know there is a signal because my laptop can pick it up from the router with the same cable. I have not done the NIS08 update to my laptop for fear that I will not have any net access there as well. 

 

I have tried troubleshooting with my cable company, the modem and router company (Linksys), Norton support online chat, CNet and Windows forum lurking, and am now here.  I have tried: resetting IE default settings which disabled all of the BHO's (Browser Helper Objects), turning the NIS firewall off, and powercycleing the modem and router (before I relized they were working fine). I do not have Firefox or Opera installed to check their operation. Outlook cannot connect either. 

 

If I go to start/settings/network connections on both computers: the laptop has a LAN icon and one for the wireless router- the desktop only has a network bridge icon which says is connected. The only commonality to not having internet access is the NIS update with the possibility of a Windows update.  No one else was using the computer. 

 

Does anyone have any suggestions? 

 

Thanks

Update: They both run XP. 

Message Edited by legacybronze on 09-03-2008 12:20 PM
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Hi legacybronze,

Have you always had a "network bridge icon" on your desktop or did you have a LAN connection icon before?

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Good question, I honestly do not know. I believe there was a LAN icon but that could just be in my head- I have not had to access that area in a long time.
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Sorry to go question by question, but I want to give you the right advice.

Do you recall ever setting up a network bridge or did someone else do the set up for you?

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Im totally fine with question by question- no problem.  I obtained my desktop from a coworker that was keeping track of online bidding amounts for me on a system that I was interested in about 4 or 5 years ago.  It is a refirbished Sony Vaio.  I did not install the network bridge, he may have of or it came that way from where ever it did.  I really do not even know what a network bridge is. I cannot see your question but I hope I answered it.  If not I will post again.
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

If you want more information about a network bridge, you can check the help and support section right on your computer. 

However you state that you have wireless connection for your laptop, can see the LAN and wireless router and that computer has internet connectivity. Therefore I don't think that you would have set up a network bridge. It is not an "everyday type" of connection.

Do you know how to perform setting up a network connection and what settings (generally very few) you would have to enter? If not, then get back to us.  If you know how to set up an LAN then, my suggestion would be to go to Control Panel > Network Connections > Network Bridge. Right click on it and delete it. I would then set up a new LAN connection.

PS: I had a Network Bridge mysteriously show up on my computer a long time ago - never could figure out how that happened - may have been my error, but I just don't know.

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

It will only allow me to disable the network bridge, not delete it. I do not know exactly how to set up a LAN, but I've treid "Create a new connection" and "Set up a home or small office network" on the left hand side of the Network Connections screen without positive results.  If you have a path or link to follow for a LAN setup I would appreciate it.

Was it coincidental that my LAN capabilities left once the last NIS update took place?

I appreciate all your help.

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

I'm doing a lot of this from memory, but I believe that in addition to the Network Bridge, you should also see a LAN connection.

But I gather you only see Network Bridge?

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

I'm loking in my Computer Management screen to maybe do some trouble shooting there.  Any suggestions?

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Thats correct. It's like the LAN icon was removed.  In my internet options, I have auto detect set for LAN but it's not finding it.  I will try to go through the wizard one more time.
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Okay, here's one from left field:

Open the Main Norton Security Window and go into settings; uncheck "Protect My Norton Product"

Then try a System Restore to sometime yesterday before the update came in.

See if anything changes.

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

OK, I'm also a newbie with restore but it is in process for a saved date of the 28th. I found the "disable Norton...:" and unchecked it first.  The desktop is restarting now- fingers crossed.
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

first place im going to is Network connections to see if there is a LAN icon...
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

The 28th was in bold but it came back no, so I will try the next earliest day. I have maximum space available for restore points already set.

The 27th did not work either, I will try the last day before the issue- the 30th. nope.  Not sure why it says I have usable restore points but will not let me go back to them....

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Are you sure the UNCHECK "Protect My Norton Product" in the settings area of the main Norton Protection center remained when you exited that window?Message Edited by Phil_D on 09-03-2008 06:03 PM
"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

legacybronze,

I'll be offline for a bit, but there are a lot of good people here who I'm sure will jump in to help.

I'll check back in a few hours.  Hopefully to see you have resolved the issue!

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

I found "turn on protection for Norton products" and unchecked that/hit apply/ok in the Internet security options window (Norton). I could not find it through your first suggestion. Am I in the wrong place?
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Thanks Phil_D!
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Yes, that is the option you need to uncheck. Have you completed the second system restore now?

 

If yes, how are things working now? Let us know the status.

 

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

I'm looking at the Symantec log viewer and here is the line of demarcation from having internet access to not:

Date Time 8/30/2008 at 11:00:56pm 9/1/2008 at 9:59:05 am

local IP address 192.168.1.101 127.0.0.1

Local Service Port 4091 1050

Remote IP address {removed} 127.0.0.1

Remote service port http(80) 1049

bytes sent 1543 1

bytes received 223 0

connection time 0:00:47.781 0:00:00.015

I'm not sure why our IP changed....

I sthere a way that I can disable Norton completly in order to try a system restore?

[edit: Removed IP Address for privacy.]

Message Edited by Allen_K on 09-03-2008 05:49 PM
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Instead of disabling the Norton product, can you try uninstalling the Norton product from Add/Remove programs and then try to access internet?

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

I would be willing to try this but I do not think I would be able to reload NIS, I'm passed the allowable time period.
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

You mean to say your subscription is expired or your activation limits are over?
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

I've tried restore a few more times and nothing seems to do it. I'm trying once more, this time from the 25th.
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Activation limits, I still have  218 days left on the desktop. My system will not let me do a restore even though I have it set to maximum space allowed for it.

I'm not sure what to do. The Norton update was the only coorelating event but who knows, posibly something latent is just now showing. My protection has been on all the time unless controlled like now.

It is weird that I no longer have the ability to create or manage LAN settings on my desktop.

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

A few history events:

8-28-08, rbsolnupdateenu.3.0.1.exe made 3 modifications to windows startup settings.

qttask.exe made 71 mods to windows startup on 9-3-08 (this was after the fact though)

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

As you have subscription remaining in your Norton product,I suggest you to uninstall Norton product. You will be able to reload the Norton product. I can help you in that. While activating your Norton product ,if you receive the message "exceeded number of allowable limits" we can contact the customer support team,they will be able to reset it for us.Not to worry at all.

 

Go ahead ,uninstall the Norton product and check whether you are able to access internet. At least we can confirm whether the issue is due to the Norton product or not.

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

You can use this link Norton Removal Tool if you wish to uninstall. If you have any passwords saved under Identity safe ,please take a back up of them before uninstalling Norton product
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

ok I will give it a try now. My LAN is missing since the 30th butI will give it a try.
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Let me know the result.....
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Should I uninstall Norton Internet Security as well as Norton System Works? Thank you!
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Yes,uninstall both. Please make sure that you have the product keys with you before uninstalling the Norton products.

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Where do I find the product keys?

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

If you had registered the Norton account, please log on to www.mynortonaccount.com and then enter your email id and password. You can find the Norton product and the product key associated with each product
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

I will have to check on this some more.  I'll see what I come up with and will try again tomorrow.  Thank you for all of your help, I appreciate it!
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Hi legacybronze,

Any news to report?

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

I found my product keys so I can uninstall the Norton products and then try connecting to the internet but I'm really not sure as if that will help or not. I am going to try some local tech support for a quick second opinion and then if they think it would be a good idea as well, I will try it.  I will first make sure I'm in communication with someone on this forum first.  What are the normal operational hours for your time zone?

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

The forums are open all night as there are contributors from all over the world. I'm in the US, Eastern Time Zone and I generally check in from time to time until about midnight. I don't know about Vineeth who generously jumped in with some good suggestions.

Try one more thing if you will.

Turn off you computer and then unplug from the internet.   Turn your computer back on while still disconnected from the internet. After a few minutes with your computer still  turned on, plug back into the internet.  I'm hoping the Internet Connection Wizard may pop up and let you create another Local Area Network connection.

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Hi  Legacybronze,

 

    We will be here and we are glad to assist you. Phil , do you think the idea to find out whether Norton is causing the issue will be a good one ? Your inputs in this....

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

It is coincidental that the problem occurred after the update so it could be a way to rule out one of the variables.

Yet, I've never heard of Norton deleting a LAN connection.

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

legacybronze,

One more late night thought.

Right click on "My Computer", click on Properties > Hardware > Device Manager and then look for "Network Adaptors". You should see your wired network card there. Be sure there is no yellow exclamation mark next to it.

Let us know.

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Just to add to this situation, I have experienced exactly the same issue on the same date for two of my desktops Windows XP Professional machines (running Nortons 360). I had exactly the same experience which I have been unable to resolve. I have two routers (d-link ADSL which all my computers connect through) and an Apple Extreme wireless N router. The Apple wireless has also lost connect and I have been unable to get this operating again.

The odd think is that two desktops on the network still have access, on of which has the same build components as the other two desktops (both Dell Dimension 8100) which have stopped seeing the network. The network cards (two in each of the non-working machines) are operating but not seeing the network or the internet, and will not automatically get an address from the ADSL router. I have been able to force an IP address which has got the network cards connecting to the router but not accessing the network or the internet.

I have investigated the Windows XP site for support but have not come across anything matching my issue. The above thread is the first identical to my problem. My next step is to remove Nortons 360. If this does not work I am looking at rebuilding the desktops.

Anybody have any suggestions before I get to this drastic step.

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Further to my last email I have tried turning off Nortons firewall, disconnecting all LAN connections and repowering the computers up. I have also reset the ADSL router to no success.
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Thank you Phil_D and Vineeth I appreciate all the help.  I do not have a check mark by any of my network adaptors (1394 Net Adaptor, Intel (R) PRO/1000 CT Network Connection, and MAC Bridge Miniport) and all are reporting that they are functioning properly aside of the bridge which is disabled. I will try the suggestion from post 38 and if that does not work I will try to uninstall the Norton products.... On second thought, I will wait to uninstall the Norton products until I hear from one of you. If I uninstall them, I will have no way to reinstall them due to not having internet access.
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Ok, a few things that may or may not help the issue:

  • post 38 suggestion did not initiate a LAN connection.
  • When I try a network diagnostics for windows XP from the blank IE screen, I get a Visual C++ runtime error that will not let me finish the diagnostic.
  • I tried logging in as a different user on my compueter- the same.
  • And this probobly goes without saying, but normally if I disconnect from the router while the computer is still on, I immediatly get a "network cable unplugged" warning. This is not happening now.
  • Also, probobly unrelated, a few of my shortcuts to Outlook, Word, and Excell have disappeared from the taskbar.

I'll check back later today.

Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08


legacybronze wrote:

...

  • And this probobly goes without saying, but normally if I disconnect from the router while the computer is still on, I immediatly get a "network cable unplugged" warning. This is not happening now.
  • Also, probobly unrelated, a few of my shortcuts to Outlook, Word, and Excell have disappeared from the taskbar.

 

I'll check back later today.


Thanks for the additional information. These disappearing items may not be unrelated. Are you missing any items from your start menu?

Message Edited by Phil_D on 09-05-2008 09:05 AM
"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Hi rahamilton,

I'm acknowledging your post about the same issue.  We need  a bit more time on this one, but we won't forget you.

Phil_D

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

Actually, yes. At first glance when I open start> programs>, my link to MS Word is gone. I can access Word by opening a Word file though through My Computer.  I really do not see anything else that might be missing,... well aside of my local area connection icon on the right hand side of my taskbar.
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

  This link was offerd by reese_anschultz on another post http://support.microsoft.com/default.aspx?scid=kb;EN-US;953979.

Could this be what is going on?  My desktop may be set to auto update for windows when the computer is turned on/off (their usually is a ms shield icon next to the turn power off icon when this happens).  Could windows have been trying to install SP3 the same time that Norton was doing it's update to cause the problem and maybe why rahamilton only had a few of his systems effected (Rahamililton, did all of your computers have SP3 installed before the incident?).

Message Edited by legacybronze on 09-05-2008 08:05 AM
Kudos0

Re: No internet access after NIS08 update to desktop on 8-30-08

That could be the case. Do you have SP3 installed or any evidence that such an installation was attempted?

However, since SP3 is such a large and impacting Windows update, you are usually notified about it before it downloads.

Message Edited by Phil_D on 09-05-2008 11:17 AM
"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow

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