Strange internet issue, can only connect through Internet Explorer

Hi

I'm just looking at a laptop for someone as he said that his internet and Skype no longer works.

I connected it to my wireless internet and had the same problem, it told me it was connected to the internet but wouldn't actually go onto any webpages etc.

I managed to get Internet Explorer working just by restoring all internet and IE settings to default.

I installed opera and it wont work, I tried a browser that doesn't need installing and that didn't work either???

He has 2 program file folders for some bizarre reason, one called "Program Files" and one called "Program Files (x86)" which would suggest he has tried some sort of recovery at some point.

He has dead links from his old program files folder in list of programs that cannot be removed.

Hijack this shows a whole lot of missing files from Windows32

An IP Config /ALL shows this:

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\chris>ipconfig /all

Windows IP Configuration

Host Name . . . . . . . . . . . . : chris-PC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Wireless LAN adapter Wireless Network Connection 2:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft Virtual WiFi Miniport Adapter
Physical Address. . . . . . . . . : 96-4C-E5-9B-39-EC
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Wireless Network Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Atheros AR9285 802.11b/g/n WiFi Adapter
Physical Address. . . . . . . . . : 90-4C-E5-9B-39-EC
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::c0d0:1b1:37b5:c577%13(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.2.102(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : 27 August 2010 20:29:59
Lease Expires . . . . . . . . . . : 19 January 2038 04:14:07
Default Gateway . . . . . . . . . : 192.168.2.1
DHCP Server . . . . . . . . . . . : 192.168.2.1
DHCPv6 IAID . . . . . . . . . . . : 328223973
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-12-84-52-50-00-26-9E-C3-DA-7F

DNS Servers . . . . . . . . . . . : 192.168.2.1
NetBIOS over Tcpip. . . . . . . . : Enabled

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : TGV.PGTL.COM
Description . . . . . . . . . . . : Realtek PCIe FE Family Controller
Physical Address. . . . . . . . . : 00-26-9E-C3-DA-7F
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter isatap.{4DF61147-9EBE-46FC-911C-F20A6D70DFCD}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 12:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft 6to4 Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Teredo Tunneling Pseudo-Interface:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv6 Address. . . . . . . . . . . : 2001:0:5ef5:79fd:2c99:5f1:add9:e4fe(Prefe
rred)
Link-local IPv6 Address . . . . . : fe80::2c99:5f1:add9:e4fe%14(Preferred)
Default Gateway . . . . . . . . . : ::
NetBIOS over Tcpip. . . . . . . . : Disabled

C:\Users\chris>


Does this look normal???

Am I wasting my time trying to fix it and should I just re-install???

Thanks

 

Also Hijack this says it cannot write to hosts file???

and these are the missing files.. can't be healthy right?

O23 - Service: @%SystemRoot%\system32\Alg.exe,-112 (ALG) - Unknown owner - C:\Windows\System32\alg.exe (file missing)
O23 - Service: AVG WatchDog (avg9wd) - AVG Technologies CZ, s.r.o. - C:\Program Files (x86)\AVG\AVG9\avgwdsvc.exe
O23 - Service: AVG Firewall (avgfws9) - AVG Technologies CZ, s.r.o. - C:\Program Files (x86)\AVG\AVG9\avgfws9.exe
O23 - Service: AVG9IDSAgent (AVGIDSAgent) - AVG Technologies CZ, s.r.o. - C:\Program Files (x86)\AVG\AVG9\Identity Protection\Agent\Bin\AVGIDSAgent.exe
O23 - Service: Com4QLBEx - Hewlett-Packard Development Company, L.P. - C:\Program Files (x86)\Hewlett-Packard\HP Quick Launch Buttons\Com4QLBEx.exe
O23 - Service: @%SystemRoot%\system32\efssvc.dll,-100 (EFS) - Unknown owner - C:\Windows\System32\lsass.exe (file missing)
O23 - Service: @%systemroot%\system32\fxsresm.dll,-118 (Fax) - Unknown owner - C:\Windows\system32\fxssvc.exe (file missing)
O23 - Service: hpqwmiex - Hewlett-Packard Development Company, L.P. - C:\Program Files (x86)\Hewlett-Packard\Shared\hpqwmiex.exe
O23 - Service: @keyiso.dll,-100 (KeyIso) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: LightScribeService Direct Disc Labeling Service (LightScribeService) - Hewlett-Packard Company - C:\Program Files (x86)\Common Files\LightScribe\LSSrvc.exe
O23 - Service: @comres.dll,-2797 (MSDTC) - Unknown owner - C:\Windows\System32\msdtc.exe (file missing)
O23 - Service: @%SystemRoot%\System32\netlogon.dll,-102 (Netlogon) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: Norton Internet Security (NIS) - Symantec Corporation - C:\Program Files (x86)\Norton Internet Security\Engine\17.0.0.136\ccSvcHst.exe
O23 - Service: @%systemroot%\system32\psbase.dll,-300 (ProtectedStorage) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: Cyberlink RichVideo Service(CRVS) (RichVideo) - Unknown owner - C:\Program Files (x86)\CyberLink\Shared files\RichVideo.exe
O23 - Service: @%systemroot%\system32\Locator.exe,-2 (RpcLocator) - Unknown owner - C:\Windows\system32\locator.exe (file missing)
O23 - Service: @%SystemRoot%\system32\samsrv.dll,-1 (SamSs) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\system32\snmptrap.exe,-3 (SNMPTRAP) - Unknown owner - C:\Windows\System32\snmptrap.exe (file missing)
O23 - Service: @%systemroot%\system32\spoolsv.exe,-1 (Spooler) - Unknown owner - C:\Windows\System32\spoolsv.exe (file missing)
O23 - Service: @%SystemRoot%\system32\sppsvc.exe,-101 (sppsvc) - Unknown owner - C:\Windows\system32\sppsvc.exe (file missing)
O23 - Service: Audio Service (STacSV) - IDT, Inc. - C:\Windows\System32\DriverStore\FileRepository\stwrt64.inf_amd64_neutral_b87ff64c8b56b7db\STacSV64.exe
O23 - Service: @%SystemRoot%\system32\ui0detect.exe,-101 (UI0Detect) - Unknown owner - C:\Windows\system32\UI0Detect.exe (file missing)
O23 - Service: @%SystemRoot%\system32\vaultsvc.dll,-1003 (VaultSvc) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\system32\vds.exe,-100 (vds) - Unknown owner - C:\Windows\System32\vds.exe (file missing)
O23 - Service: @%systemroot%\system32\vssvc.exe,-102 (VSS) - Unknown owner - C:\Windows\system32\vssvc.exe (file missing)
O23 - Service: @%SystemRoot%\system32\Wat\WatUX.exe,-601 (WatAdminSvc) - Unknown owner - C:\Windows\system32\Wat\WatAdminSvc.exe (file missing)
O23 - Service: @%systemroot%\system32\wbengine.exe,-104 (wbengine) - Unknown owner - C:\Windows\system32\wbengine.exe (file missing)
O23 - Service: @%Systemroot%\system32\wbem\wmiapsrv.exe,-110 (wmiApSrv) - Unknown owner - C:\Windows\system32\wbem\WmiApSrv.exe (file missing)
O23 - Service: @%PROGRAMFILES%\Windows Media Player\wmpnetwk.exe,-101 (WMPNetworkSvc) - Unknown owner - C:\Program Files (x86)\Windows Media Player\wmpnetwk.exe (file missing)

 

yeah, he has a lot more problems than not getting on the internet! They may be malware related, too. Suggest first running sfc /scannow (it may need the Windows CD) to try to get the system32 files back, then following the procedure in the Malware forum to run various scans for baddies. If much shows up, start a thread there. Backup important stuff before doing either, though.

 

Hi Thanks.

It's Windows 7 home 64 bit. Pre-installed on laptop no CD, but product key is on a sticker underneath.

I followed the malware procedure running super anti spyware and malwarebytes and apart from a few tracking cookies nothing was found.

I ran the sfc /scannow and it scanned with no problems

I have a 64 bit version of ultimate, but I'm guessing I cannot put that on for him with his product key as it will have to be home edition? Is it possible to do a repair from it though?

Thanks

 

OK looks like I've solved it.

The browser I was trying to use was not compatible with 64 bit version of windows so simply would not connect. The flash update wouldn't update because again it was not 64 bit compatible!!!

Opera browser was not 64 bit compatible!!! I had not had enough experience with 64bit to realise that a lot of stuff isn't compatible and thought there was another problem with it!

I am still concerned about his 2 program file folders though and one ending in x86?? isn't that for 32bit? That is the one that appears to be active aswell.

There are no other errors on the machine just a load of dead entries on his list of programs which I guess I can remove manually

Should I delete / rename one of the program file folders?

 

Apparently this is the norm I'm such a noob!!!

http://helpdeskgeek.com/windows-7/windows-7-64-bit-two-program-files-folders/

 

Thats the old 2-step.rolleyes
Step 1: open mouth
Step 2: insert Well, you know.:-o:-D

 

Good that you got the browser figured out....and yes, the 64-bit business explains the HijackThis entries. Sorry, I can't answer your question about doing a repair from Win7 Ultimate on a Win7 Home installation...perhaps someone else here can. Others are more qualified to help with your connection problems, too. Good luck.

 

Thanks for all your help

I eventually got to the route of the problem, he had tried to install a "dodgy" copy of AVG 9.0 Internet Security that had corrupted everything and was also conflicting with the dreaded remains of Norton!

Had to get the Norton Removal tool and also manually remove AVG which took forever!

But it's all working fine now