Windows 10 suddenly can't load webpages

Hi,

I'm sorry if this post isn't formatted very well, I'm having to post on my phone. Also, thank you to anyone who helps me!

I'm usually pretty good at figuring out basic pc problems but this time, I had to call my ISP tech support and they couldn't help either, so my case has been escalated and I might have to wait until Monday for a call back.

I upgraded my laptop from Windows 8 to 10 a week or two ago and it's been working fine, up until last night. My router is fine, my phone is connected to and using my wifi. My laptop says the connection is active by both wifi and ethernet but neither work. I just get "webpage is not available" (Chrome), "Hmm, we can't reach this page" (Edge). The connection is active in Network and Sharing Centre and the troubleshooter can't fix it. I tried disabling my antivirus but that made no difference.

Can anyone help?

Thank you!

 

Can you ping anything?

Open cmd and type:

Code:

ping google.com

What is the message?

If it doesn't reach the destination or times out do this:

Code:

ping 74.125.224.128

 

Hi, thanks for the reply!

Both said 'Request timed out'.

 

Ok, lets find out where it times out.

Type this:

Code:

tracert 74.125.224.128

Please copy and paste the results here once it finishes.

 

Adrynalyne, I'm really not sure how to send the text over to my iPhone to post it, I tried bluetoothing the notepad file but I think my iPhone only accepts pdf. However, all 30 say request timed out.

plodr, I've tried a few websites, when something like this happens I try different news websites I don't normally visit (bbc, nytimes), none work. Task Manager still comes up and to me everything there looks very normal, nothing suspicious I can see.

 

I was more interested in seeing the path it takes. Just take a picture with your phone and upload that.

 

Hope this screenshot works. Got my older Windows 7 pc to help (it is connected to the wifi and everything works fine).

 

Open device manager.

Go to start and type

Code:

devmgmt.msc

Go to the network adapters section and uninstall your network adapter. Then right click and Scan for Hardware Changes.

 

I uninstalled my wifi adapter then scanned for changes. After doing that, the wifi on/off icon in the new side menu ("Action Centre") was missing, so I restarted. The icon is back, I tried connecting to my wifi network, at first it failed, I opened network settings and tried again, it asked for the network password and now the little circle is just spinning round. In action centre it says connected but limited.

 

What channel is your wifi using on the router?

 

Wireless channel 6

 

Can you try 9 or 11?

 

I've tried both, neither made any difference.

 

Can you open an elevated command prompt and type ipconfig /all <Enter> and then try to post a legible screenshot?

 

Hi Earthling, thank you for the help!

I hope this is legible enough, had to use gif to get the file size small enough.

 

You are connected to your router according to this, but your traceroute isn't even hitting it. So if its not a channel issue, I can't help but think its a driver issue. I assume you have tried restarting your router?

 

Hi again Adrynalyne

Yes I've restarted it a few times and my ISP provider did some sort of "diagnostic" (seemed like a restart) from their end too.

 

Couple of points. First, your ethernet adapter is not enabled so even though you may have tried connecting via a cable it cannot work until that adapter is enabled, which can be done in the network and sharing center > change adapter settings.

More importantly your DNS servers in your wifi setup are abnormal. The first is showing as a hexadecimal string whereas it should be in the usual IP format xxx.xxx.xxx.xxx. Can you try changing that to 192.168.0.1 (your router) and the second to 208.067.222.222 which is the OpenDNS server address. You change it once again in network and sharing center > change adapter settings. Right click the wireless adapter > Properties > Internet Protocol v4 > Properties and select Use the following DNS server addresses.

 

Hi Earthling, I've changed the wireless settings and it still isn't working.

I think my ethernet connection appears to be disabled because it isn't connected - my router is downstairs and I'm upstairs at my old PC, so I can post on it and transfer screenshots by USB. If you'd like me to do another ipconfig /all with the ethernet connection plugged in let me know. I can change the IP v4 settings on the ethernet properties as well if you think that will help.

 

Yes please amy - connect the laptop by cable, enable the ethernet adapter, change the IPv4 properties and run ipconfig again.. If it still doesn't work this might at least help determine where the problem lies.

 

Earthling, here is ipconfig /all again. When I changed the ethernet settings I got a popup, so I took a screenshot of that too because I'm not sure what it means.

 

It's an address conflict caused by using fixed addresses. Try temporarily disabling the wireless adapter first. Ah, I see you have assigned 192.168.0.1 to the adapter but that is the router's address, you can't use that. Try 192.168.0.99

 

I disabled my wifi adapter, put the IP and DNS addresses back in and even unplugged then plugged back in my ethernet cable. Still not working

 

Did you pick up my amended post re using 192.168.0.99? Or you could simply put the IP address on automatic.

 

Ah I did miss the alternative IP, I tried that, then I tried putting it on automatic, then I tried putting DNS back on automatic too. None of them worked.

 

Sorry amy, fresh out of ideas. :confused

 

Me too, thank you for your help anyway!

The only thing I've found so far is this, which I found through a Google search:

"Let's reset the TCP/IP and Winsock.
Click on Start=> All Programs => Accessories and right click on Command Prompt, select "Run as Administrator" to open a command prompt.

Reset IPv4 TCP/IP stack to installation defaults. netsh int ipv4 reset reset.log press enter
Reset IPv6 TCP/IP stack to installation defaults. netsh int ipv6 reset reset.log press enter
Reset WINSOCK entries to installation defaults: netsh winsock reset catalog press enter

Restart the computer after and test your connection after."

Do you know anything about this? I don't know what it means, or what it's doing, but I ran it and I got a result which looked unusual to me but might be completely normal.

 

No, I don't know what those commands do either. Getting late here now. Signing out.

 

It can't hurt, though I don't think that is your issue. I still think it is a driver problem. What model is your (i assume) laptop?

 

Hi Adrynalyne, it's a hp Pavilion laptop, I can't see a specific model number anywhere.

 

It is on the bottom.

 

There isn't a sticker or anything on the bottom but I do still have the original box, the box says 15 - p189na

 

Try this driver.

http://ftp.hp.com/pub/softpaq/sp72001-72500/sp72141.exe

 

Unfortunately it didn't work.

However, I have made a bit of progress, I restarted in safe mode with networking and, by ethernet, it works fine. So I'm guessing it's a program on my computer even though I haven't downloaded or installed any new ones. I'll have to leave this for tonight and look into it tomorrow, it's after midnight for me. Thank you for your help today