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Kudos0

Unable to connect to Internet

I have an ASUS laptop running Windows 8.1. Last month I changed from Norton 360 to Norton Security so I am running the latest version of NS. Yesterday morning I was alerted by NS that I needed to reboot my machine so a threat could be completely removed. After I rebooted I was/am no longer able to connect to any internet connection from my desktop. That means, IE, Outlook, Live Update, Quicken or any other application cannot connect to the internet. Funny thing is, when you first boot up and come to that stupid screen with all the windows on it that nobody uses, if you click on Internet Explorer from there, you can do anything you want, but as soon as you go to the desktop, the wireless connection either goes away completely or changes to "Limited Connection". Something is blocking it and I cannot figure out what. Also, I have another lap top and a desk top that have no issues at all so I am pretty certain it is not my wireless router. I cannot say if NS was responsible for this or not, but it occurred just after removing a supposed threat. BTW. NS history  shows two low level activities about that time. "Adware.Weather Alert" was quarantined and "Tracking Cookies" removed. Neither of which sound relevant to me. Any thought would be appreciated.

Replies

Kudos0

Re: Unable to connect to Internet

Hello

Did you do a complete shutdown since you are running Win 8.1. Norton needs a complete shutdown and not the fast startup that comes enabled with the 8's. Perhaps that will help. If it doesn't help, continue on with the following.

That Adware seems to make a lot of changes to your system. I am going to recommend that you visit one of the free malware removal sites. Register with one of them and tell them that Norton Security found that Adware and attempted to remove it and you lost your internet connection after rebooting. Have them check out your computer to see if it is cleaned up and they can help with the connection problem. Perhaps Norton didn't remove all of the Adware, so it's best for them to check it out.  Here is the list of sites.


Please see this link for an up to date description of these sites plus the addition of a newly listed site formed by one of our successful malware remover users. The new site is listed first in this link.

https://community.norton.com/en/forums/malware-removal-forum-recommendations

Please come back and let us know how you made out. Thanks.






 

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Unable to connect to Internet

Thanks for the quick response. Your first statement confused me. Is the SHUTDOWN option not a COMPLETE shutdown? I have noticed that Win 8 shuts down a lot faster than previous versions. If there is another way to do a "Complete" shutdown. I don't know about it.

Kudos0

Re: Unable to connect to Internet

Hello

Please see this site for instructions on how to turn on and off the fast startup. Norton and Windows require that the fast startup be turned off.

http://www.eightforums.com/tutorials/6320-fast-startup-turn-off-windows-8-a.html

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Unable to connect to Internet

Have a look here to see what floplot is referring to with the shutdown:

http://www.eightforums.com/tutorials/6320-fast-startup-turn-off-windows-8-a.html

Kudos0

Re: Unable to connect to Internet

Hi floplot - great minds think alike! 

BTW Glatty56, see if the following helps any if the above reference from eightforums does not help.

https://support.norton.com/sp/en/us/home/current/solutions/v65845544_EndUserProfile_en_us

Kudos0

Re: Unable to connect to Internet

Lol, yes yank

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Unable to connect to Internet

I appreciate the suggestions but so far nothing has worked. This is what I have done so far:

  1. disabled Fast Restart and done SHUTDOWN (several times)
  2. Downloaded a Malware removal program from Microsoft.com and run deep scan. Nothing found
  3. Run full system scan in Norton Security. Nothing found.
  4. disabled fire wall. Still cannot connect.
  5. Removed Norton Security. Still cannot connect.
  6. Other things I have tried:
    1. IPCONFIG /Release and /Renew
    2. SFG /Scannow. (this reported it found corrupt files the it could not fix, but they did not report in log)
  7. I cannot run Norton Power Eraser because the first thing it wants to do is connect to the server for an updated version.
  8. I have contacted Norton Technical support but when the tech could not remote into my machine he gave up.

I have pretty much ruled out Norton as the problem. I am fixin to reload NS and head up to the library or some other public place to rule out my local network.

Kudos0

Re: Unable to connect to Internet

Hello Glatty

Please reread my first post in this thread. If turning off the fast startup didn't help. I recommended going to one of the free malware removal sites. What you are experiencing is part of the malware. You shouldn't try to fix the problem on your own as that could make the problem worse. Please register at one of those sites and follow their directions.  They will work with you to check out your computer and to help clean it up.

Please see this link for all the changes this Adware makes to your computer. If Norton couldn't clean it up completely then you need the help from one of those removal sites.

http://www.symantec.com/security_response/writeup.jsp?docid=2014-101012-1531-99&tabid=2

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Unable to connect to Internet

Not sure if this works in Win 8.x but it helps me with Win 7 connection problems all the time.

Open the Network and Sharing Center from Control Panel. At the top, is a graphic of your network. If it shows a red X, click on the X to run the Network troubleshooter. This usually fixes things for me.

Another, suggestion is to use Device Manager to remove your network adapter, then restart your system (with the full shutdown suggested above) to allow Windows to reinstall the adapter.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Unable to connect to Internet

Its not that Norton didnt do its job, but its that Norton did it destructively (a scenario common during the removal of hard to remove nasties).
May be the entries related to the network like drivers, winshock, proxy and other settings or windows files may have got corrupted.

We cannot work on with logs as well as malware removal here. Thus its better to sign up with a Free Forum. There you will have more expert people to fix this issue after having a better look into your issue.
I would personally suggest you Am I Infected subforum of Bleepingcomputer.com on that list.

Related reading (no fix assured )
http://www.bleepingcomputer.com/forums/t/569198/no-internet-connection-a...
http://www.bleepingcomputer.com/forums/t/563709/cannot-connect-to-intern...
regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!

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