lost internet

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john c richards

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Nov 23, 2019
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New boy on the block.

I am in desperation trying to find a cure for the problem I have on a New PC.



Bought 5 months ago it has not been right from the start. The supplier has been helpful but only in a limited way. Their conclusion software conflict, did not happen on old pc with same programs.



The major problem is the continual loss of connection of the internet whilst using programs.

Standalone programs work on pc fine. Any program or link (eg Facebook) that has internet connection fails intermittently. I then have to reboot but the PC will not shut down via screen, it hangs, and I have to force it to close with hard power off. Reboot returns to status quo. OK.



The suppler has had the pc back and "run tests" but failed to find any errors.

They claim its either my router / broadband or a software conflict.



Why is it that my old pc when connected has none of these faults. Connected to the router are also tv's phones, tablets and Xbox all working without fail.

Having had this ongoing problem for so long I am now at the end of my tether. My cure =loose £700 on PC go to another supplier and purchase a new one.



My diagnosis is the on board lan or motherboard is faulty.

Help please for an old man (75)
 

veeg

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Hello

Please give us your complete laptop spec's. Do you get any notices when the internet fails to connect with your laptop? If so what did the notice say.

@Bruce @gus
 

gus

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Jul 19, 2016
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As well as your system specs, have you contacted your isp and asked about the issue? Also reboot your modem and or router.

Is there another computer in your home that has the same issues?
 

john c richards

PCHF Member
PCHF Member
Nov 23, 2019
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75
The PC is a desk top =
AEROCOOL 500 - USB3.0 Case

AMD RYZEN 3 2200G 3.5Ghz/3.7Ghz Turbo - VEGA 8 Graphics CPU

ASUS Prime A320M-K A320 Chipset - USB 3.1 - USB3.0- M.2 Motherboard

Crucial 16GB DDR4 2133MHz RAM

512GB Intel 660p M.2 2280 NVME
1TB SEAGATE SATA3 - 6Gb/s, 7200 RPM & 64MB Cache

450W PSU

Microsoft Windows 10 Professional 64Bit
This has been happening for weeks, so as you can imagine all obvious cures have been tried.

The windows report states that the "Ethernet cable is disconnected or faulty, Yet it connects my old pc with no problem and on using a wireless dongle get the same answer!!!

ISP has checked connection from their side,all 100% OK (PLUSNET)
 
Last edited by a moderator:

phillpower2

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Sep 9, 2016
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The PC is a desk top =

You have post on the Laptop support forum hence why Veeg thought you had a laptop (y)

Sounds like a possible browser security issue.

Download then run Speccy (free) and post the resultant url for us, details here, this will provide us with information about your computer hardware + any software that you have installed that may explain the present issue/s.

To publish a Speccy profile to the Web:

In Speccy, click File, and then click Publish Snapshot.

In the Publish Snapshot dialog box, click Yes to enable Speccy to proceed.

Speccy publishes the profile and displays a second Publish Snapshot. You can open the URL in your default browser, copy it to the clipboard, or close the dialog box.
 

john c richards

PCHF Member
PCHF Member
Nov 23, 2019
13
0
75
The PC is a desk top =

You have post on the Laptop support forum hence why Veeg thought you had a laptop (y)

Sounds like a possible browser security issue.

Download then run Speccy (free) and post the resultant url for us, details herhttp://speccy.piriform.com/results/uqCxw1FjRVJzL5Zr24mPQtYe, this will provide us with information about your computer hardware + any software that you have installed that may explain the present issue/s.

To publish a Speccy profile to the Web:

In Speccy, click File, and then click Publish Snapshot.

In the Publish Snapshot dialog box, click Yes to enable Speccy to proceed.

Speccy publishes the profile and displays a second Publish Snapshot. You can open the URL in your default browser, copy it to the clipboard, or close the dialog box.
I dont think I am techy enough for this but ill give it a try
 

john c richards

PCHF Member
PCHF Member
Nov 23, 2019
13
0
75
I just bought it online / phone ( At this stage I do not want to name and shame)

After a week it went back for an upgrade as it was not up to my requirements. It then had a power supply error which they supplied and I HAD TO FIT !.
They configured (on line) it to my needs or as far as I understand they did.
 

phillpower2

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Sep 9, 2016
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Is Chrome set as the default browser.

Windows is well out of date, you are still running 1903 when it should be 1909, you are wasting your time troubleshooting a Windows computer that is out of date, one of the missing updates could have been released to address the issue that a user may be having.

Couple of things of note in Speccy but not seeing anything glaring that would 100% explain a poor internet connection, will address each as they are list in Speccy.

Power Profile
Active power scheme: High performance

Change the Windows Power Plan to Balanced, High Performance is a form of overclocking that is known to cause stability and overheating issues and a weak PSU such as the one that you have will get hotter and weaker the more that you use it.

Stopped: IObit Uninstaller Service

Anything to do with IObit should be avoided like the plague, you will not see anything like this recommended on any reputable forum, they are at best a gimmick and at worse a danger to the operating systems registry, it is an old article but the author is still highly respected and tbh Ive not seen it explained better than at the miekiemoes' Blog here

Stopped: Malwarebytes Service

MBAM is very highly thought of but has had its fair share of problems/complaints, see IMPORTANT: Web blocking / RAM usage announcement info here

Network
You are connected to the internet
Connected through: Realtek PCIe GbE Family Controller
Adapter Type: Ethernet

TP-Link Wireless USB Adapter

You should not have a wireless device in the computer when you are using the LAN port.
 

john c richards

PCHF Member
PCHF Member
Nov 23, 2019
13
0
75
I have removed said programmes, and changed the settings, removed wireless dongle. How do I update to the correct ver of windows; thanks to all for the assist.
 

phillpower2

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Administrator
Support Team
Sep 9, 2016
7,435
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Any improvement at all, if you compare the two Speccy reports you will see that by taking the steps that you have you have more than halved the amount of services that were trying to connect to the internet all at the same time, if you have seen no improvement whatsoever the problem is either with the router or the internet connection itself, your MB is not the cause.

Please avoid adding multiple posts while waiting for us to reply to your last, edit your last post to include anything that you wish to add, this will ensure nothing gets overlooked which can sometimes happen if a thread has more than one page, it avoids filling up folks inbox and last but not least it amounts to bumping your thread which puts folk to the bottom of any reply list.
 

john c richards

PCHF Member
PCHF Member
Nov 23, 2019
13
0
75
Any improvement at all, if you compare the two Speccy reports you will see that by taking the steps that you have you have more than halved the amount of services that were trying to connect to the internet all at the same time, if you have seen no improvement whatsoever the problem is either with the router or the internet connection itself, your MB is not the cause.

Please avoid adding multiple posts while waiting for us to reply to your last, edit your last post to include anything that you wish to add, this will ensure nothing gets overlooked which can sometimes happen if a thread has more than one page, it avoids filling up folks inbox and last but not least it amounts to bumping your thread which puts folk to the bottom of any reply list.
No change to cut off problem , pc is marginally smother. So a new router then. How do I delete the posts I dont need please.
 

phillpower2

PCHF Administrator
Administrator
Support Team
Sep 9, 2016
7,435
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Hold off on purchasing anything for now, if the problem is with your internet service a new router will not cure it.

Try restarting the computer in Safe Mode with Networking, the steps are here this will give you internet access but will block any third party drivers or software that may be causing the issue, if the problem persists in Safe Mode with Networking you are 99.99% certain to have a router or ISP problem.

Forget about any previous posts but can I ask that you do not quote every reply, it really does not help any and just makes for unnecessary reading, thanks.
 

john c richards

PCHF Member
PCHF Member
Nov 23, 2019
13
0
75
Hold off on purchasing anything for now, if the problem is with your internet service a new router will not cure it.

Try restarting the computer in Safe Mode with Networking, the steps are here this will give you internet access but will block any third party drivers or software that may be causing the issue, if the problem persists in Safe Mode with Networking you are 99.99% certain to have a router or ISP problem.

Forget about any previous posts but can I ask that you do not quote every reply, it really does not help any and just makes for unnecessary reading, thanks.
Can I reiterate I still have my old PC and when connected there is no issue ( 10 years old and not worth upgrading) so slow in groans !. will try in safe mode in am.
 
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