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Why won't my laptop connect to the internet

Sent to Computer Experts November 23 12:05 PM

Why won't my laptop connect to the internet (wireless thru the cable company) when I click on a desktop shortcut? I could connect to the internet with no problems until Tuesday Nov 20. Also just began receiving a screen popup message asking me to try a trial version of AOL (which I don't want). Called the cable company and they checked everything with router, etc and said they weren't the problem. All indications from the HP laptop tell me that I am connected to the internet. Tried to restore system to date of several days ago - computer said an unknown error prevented complete restore. Cannot access any webpages. PLease help!

 

Optional Information:
OS: Other; Browser: IE

Already Tried:
Called cable company -wireless connection ok. Turned firewalls on and off. Tried to restore to past date - failed, won't completely restore. This problem just began Tues Nov 20.

Customer (name blocked for privacy)
Status:  Closed   Value: $15
Answer
November 23 11:49 PM (11 hours and 43 minutes and 31 seconds later)
         
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Hi Customer (name blocked for privacy). Thank you for asking your question on Just Answer.

First things first. Uninstall any software, ESPECIALLY AOL. AOL adds special virtual networking devices which interfere with your Windows networking.

Once the unwanted software is uninstalled....let me know if you can connect.

Thank you again for trusting us with your problem. Please reply as soon as possible so that we can finish answering your question.
Jeffrey Flaker -- Computer Support Specialist -- 100% Positive Feedback on 45 Computer Accepts
20 years in IT. Desktop support to programming
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November 26 3:00 PM (2 days and 15 hours later)
         
I did uninstall AOL and still cannot access the internet. I also have tried using my laptop on 3 different wireless connections (cable company and two places of business where I work) -- all indications are that the laptop is connected to a wireless network but when I click on a "shortcut" to a website, I get the message that IE cannot display this page. When HP tried to check for updates to install, a Symantec Program Alert screen popped up saying that HPblahblahblah was trying to connect with the internet (and said something about NetBios) - then gave me a drop down box allowing me to accept the connection (I chose the recommended 'this instance'). This is frustrating!
Customer (name blocked for privacy)
Info Request
November 26 6:47 PM (3 hours and 47 minutes and 15 seconds later)
         
Hi Customer (name blocked for privacy). T

-What operating system are you using?

Thank you again for trusting us with your problem. Please reply as soon as possible so that we can finish answering your question.
Jeffrey Flaker -- Computer Support Specialist -- 100% Positive Feedback on 45 Computer Accepts
20 years in IT. Desktop support to programming
Reply
November 27 2:08 PM (19 hours and 20 minutes and 21 seconds later)
         
I am not really sure but here's what I know --

Windows Vista Home Premium
Laptop is HPpavilion dv2415us Entertainment Notebook PC

Also, I asked someone at work to look at my laptop - she couldn't do anything other than what I had been doing but said maybe my wireless card is bad. If it is bad, would it still tell me that I am connected to a wireless network? I now have my laptop at work and seem to connect to my work's wireless network (at home it was connecting to my cable wireless).
I might just end up taking the computer to our IT department.

Does that help?
Customer (name blocked for privacy)
Answer
November 27 2:56 PM (48 minutes and 54 seconds later)
         
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November 30 11:58 AM (2 days and 21 hours later)
         
I have tried everything and finally took my laptop to the IT department at my place of work. Their initial assessment is that a spyware program or virus may have gotten into the system and they will run different programs on the laptop looking for the problem.
Thanks for your help.
Customer (name blocked for privacy)
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