Re: Connectivity, but can't browse or send/receive

From: William Wang[MSFT] (v-rxwang_at_online.microsoft.com)
Date: 07/02/04 

Date: Fri, 02 Jul 2004 01:12:16 GMT

Hi Diana,

I'm glad to help. If you have any further updates or need further
assistance on this issue, feel free to post back, and I will follow up as
soon as possible.

Sincerely,

William Wang
Microsoft Online Support Engineer

Get Secure! - www.microsoft.com/security
=========================================
When responding to posts, please "Reply to Group" via
your newsreader so that others may learn and benefit
from your issue.
=========================================

This posting is provided "AS IS" with no warranties, and confers no rights.
--------------------
>From: "DianaH" <nuttin@nowhere.com>
>References: <#kzZPhtWEHA.1000@TK2MSFTNGP12.phx.gbl>
<14NUtxMXEHA.328@cpmsftngxa10.phx.gbl>
<OqdLJjVXEHA.2844@TK2MSFTNGP12.phx.gbl>
<gOj3NYXXEHA.328@cpmsftngxa10.phx.gbl>
<Or3sTLjXEHA.3612@tk2msftngp13.phx.gbl>
<rLpqnXqXEHA.3208@cpmsftngxa06.phx.gbl>
<OXTkF#rXEHA.2944@TK2MSFTNGP11.phx.gbl>
<uGCVxw0XEHA.2688@cpmsftngxa06.phx.gbl>
>Subject: Re: Connectivity, but can't browse or send/receive
>Date: Thu, 1 Jul 2004 04:23:30 -0600
>Lines: 519
>X-Priority: 3
>X-MSMail-Priority: Normal
>X-Newsreader: Microsoft Outlook Express 6.00.2800.1409
>X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1409
>Message-ID: <#747rV1XEHA.2972@TK2MSFTNGP12.phx.gbl>
>Newsgroups: microsoft.public.windows.inetexplorer.ie6.setup
>NNTP-Posting-Host: s01060050babd903f.cg.shawcable.net 68.145.7.164
>Path: cpmsftngxa06.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFTNGP12.phx.gbl
>Xref: cpmsftngxa06.phx.gbl
microsoft.public.windows.inetexplorer.ie6.setup:53576
>X-Tomcat-NG: microsoft.public.windows.inetexplorer.ie6.setup
>
>Just a quick response William, to address your anti-virus suggestion.
>
>I did an uninstall of my anti-virus software two evenings ago, then later
>reinstall it. I wanted to rule it out as a problem but it didn't help. As
>an FYI, I've been using AVG (by Grisoft) 2 years without any problems.
>
>I've already disables a number of items in msconfig (startup), but I
haven't
>disabled them all. I check it periodically. I'm really stingy with Ram
..
>don't like sharing it with unnecessary programs on my pc, if I can help it.
>I've never done anything with the services tab before.
>
>I'll work my way through your instructions tomorrow evening because I'm
>working tomorrow, at my second job (even though it's a stat holiday here).
>
>Meanwhile, I'll do the dll listing and send to you (as described below), in
>case something really obvious stands out before I continue tomorrow
evening.
>
>Thanks for you diligence in helping me work through this problem. I
>appreciate it.
>
>Diana
>
>
>
>"William Wang[MSFT]" <v-rxwang@online.microsoft.com> wrote in message
>news:uGCVxw0XEHA.2688@cpmsftngxa06.phx.gbl...
>Hi Dianah,
>
>Based on my research, some anti-virus software itself can cause such a
>problem. I suggest that you uninstall all the anti-virus softwares that are
>running on your computer as well as all personal firewalls.
>
>You may also want to try a clean boot procedure:
>
>1. Click Start, click Run, Type "msconfig" (without quotation) in the Open
>box, and then click OK.
>
>2. Click on "Startup" tab, click "Disable all".
>
>3. Click on "Services" tab, click to "Hide All Microsoft Services", and
>click "Disable All" if the button is not gray.
>
>4. Click OK and restart the computer.
>
>5. If the problem is resolved at this time, enable one service or one
>startup program at a time to see with which one running, this problem will
>reappear. With the results, we can determine which service/program is the
>culprit of the issue. Disable the service or uninstall the program.
>
>
>To see if this issue is cause by third-party softwares, you can follow
>these steps:
>
> 1). Download the ListDLLs utility (version for x86) from the following
>web site:
> http://www.sysinternals.com/ntw2k/freeware/listdlls.shtml
> 2). When the issue occurs, start IE and connect to some web site such as
>www.microsoft.com.
> 3). Go to the directory in command prompt window where you save the
>listdlls utility and run the following command:
> listdlls > c:\ListDLLs.txt
> 4). Send the ListDLLs.txt to me at v-rxwang@microsoft.com for further
>research.
>
>Sincerely,
>
>William Wang
>Microsoft Online Support Engineer
>
>Get Secure! - www.microsoft.com/security
>=========================================
>When responding to posts, please "Reply to Group" via
>your newsreader so that others may learn and benefit
>from your issue.
>=========================================
>
>This posting is provided "AS IS" with no warranties, and confers no rights.
>--------------------
>>From: "Dianah" <nospam@nospam.com>
>>References: <#kzZPhtWEHA.1000@TK2MSFTNGP12.phx.gbl>
><14NUtxMXEHA.328@cpmsftngxa10.phx.gbl>
><OqdLJjVXEHA.2844@TK2MSFTNGP12.phx.gbl>
><gOj3NYXXEHA.328@cpmsftngxa10.phx.gbl>
><Or3sTLjXEHA.3612@tk2msftngp13.phx.gbl>
><rLpqnXqXEHA.3208@cpmsftngxa06.phx.gbl>
>>Subject: Re: Connectivity, but can't browse or send/receive
>>Date: Wed, 30 Jun 2004 10:30:11 -0600
>>Lines: 392
>>X-Priority: 3
>>X-MSMail-Priority: Normal
>>X-Newsreader: Microsoft Outlook Express 6.00.2800.1409
>>X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1409
>>Message-ID: <OXTkF#rXEHA.2944@TK2MSFTNGP11.phx.gbl>
>>Newsgroups: microsoft.public.windows.inetexplorer.ie6.setup
>>NNTP-Posting-Host: 216.123.228.134
>>Path: cpmsftngxa06.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFTNGP11.phx.gbl
>>Xref: cpmsftngxa06.phx.gbl
>microsoft.public.windows.inetexplorer.ie6.setup:53546
>>X-Tomcat-NG: microsoft.public.windows.inetexplorer.ie6.setup
>>
>>Hi William,
>>OS=WXP Pro
>>Anti-virus is totally up to date and scans daily --- clean!
>>I can use IE using IP addresses but no text.
>>I spoke with my ISP several times in the last week. There isn't much they
>>can do, because I still have an active connection.
>>When I lost IE and OE and Outlook two evenings ago, I could still chat
with
>>messenger.
>>
>>My ISP suspects it's probably spyware. I've run Spybot, several times and
>>Adaware - with custom settings ... nothing shows up.
>>
>>I could try to maybe use "Hijack this" but I'm not confortable deleting
>some
>>of the stuff it finds ... I'm pretty technical and can usually
troubleshoot
>>most stuff, but it finds stuff that's just a bit outside of my sphere. I
>>have downloaded it though ... ready to go.
>>
>>I redid my IE lan settings and it seems to be lasting longer before it
>won't
>>connect, using domain names.
>>My attempts to reinstall or repair the Office 2003, to resolve the problem
>>with Outlook, were futile.
>>
>>Changes have been made all along because my system drive had problems 2
>>weeks ago. My system configuration files became corrupt and I couldn't do
>a
>>repair (with XP CD), nor could I install over existing with the original
>>CD - it reported that it couldn't find the EULA which didn't make sense,
>>because I was able to find it on the CD right away. I had to format the
>>drive before installing windows xp. Immediately after that I did a
surface
>>scan to make sure the physical integrity of the drive had not been
>>compromised at any time. There were no problems reported (I did another
>>scan after some installs ... still ok).
>>
>>Since then, I've had to set everything up the way I want it. I had lots
of
>>software and updates to install. It's takes a long time to get everything
>>working properly. Some day I'll be able to afford the hardware and
>software
>>to take an image of my system. Of course, I'd like to think I can get the
>>system working properly first!!!
>>
>>To answer you question on doing nothing. It does happen, if I do nothing
>>with the computer. If I walk away to do something else, and return a
while
>>later ... the problem will occur, for sure!!! It doesn't matter whether
>>I'm there or not!
>>
>>I'm not sure that safe mode will help ... all devices are disabled, right?
>>... including the cable modem, right?
>>
>>My ISP doesn't have other reports of this behaviour, however, during my
>>internet searches (to try and find other with this problem) did discover
>>that others are getting the same bahaviour. I noticed last night that
when
>>I tried to access a domain, IE was trying to search my hard drive instead
>of
>>the internet. The words at the end of the path were dnserror.htm (can't
>>remember the rest - I captured the screen and saved it in word at home).
>>Responses to others with the problem seem to suggest that it was believed
>to
>>be spyware. I'm surprised that spyware would have this effect. I hate
>that
>>spyware exists, but why would they create software that stopped me from
>>accessing email and IE to browse.
>>
>>I look forward to your response (ps ... my apologies for the lengthy
>>response).
>>Diana
>>
>>
>>"William Wang[MSFT]" <v-rxwang@online.microsoft.com> wrote in message
>>news:rLpqnXqXEHA.3208@cpmsftngxa06.phx.gbl...
>>> Hi Diana,
>>>
>>> It would be hard to troubleshoot this issue since it occurred after
>>several
>>> hours. However, I'd still like to check the following:
>>>
>>> 1. Have you used an up-to-date antivirus software to perform a full scan
>>of
>>> your system?
>>>
>>> 2. If the issue occurred accidently, what changes were made around that
>>> time? If you just leave computer without doing anthing after the first
>>> reboot, will the issue occur either?
>>>
>>> 3. What is the Operating System? Can you boot the computer to Safe Mode
>>> with Networking to test the problem?
>>>
>>> 4. Do other computers connect to the same ISP have the problem?
>>>
>>> Sincerely,
>>>
>>> William Wang
>>> Microsoft Online Support Engineer
>>>
>>> Get Secure! - www.microsoft.com/security
>>> =========================================
>>> When responding to posts, please "Reply to Group" via
>>> your newsreader so that others may learn and benefit
>>> from your issue.
>>> =========================================
>>>
>>> This posting is provided "AS IS" with no warranties, and confers no
>>rights.
>>> --------------------
>>> >From: "DianaH" <nuttin@nowhere.com>
>>> >References: <#kzZPhtWEHA.1000@TK2MSFTNGP12.phx.gbl>
>>> <14NUtxMXEHA.328@cpmsftngxa10.phx.gbl>
>>> <OqdLJjVXEHA.2844@TK2MSFTNGP12.phx.gbl>
>>> <gOj3NYXXEHA.328@cpmsftngxa10.phx.gbl>
>>> >Subject: Re: Connectivity, but can't browse or send/receive
>>> >Date: Tue, 29 Jun 2004 17:43:16 -0600
>>> >Lines: 238
>>> >X-Priority: 3
>>> >X-MSMail-Priority: Normal
>>> >X-Newsreader: Microsoft Outlook Express 6.00.2800.1409
>>> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1409
>>> >Message-ID: <Or3sTLjXEHA.3612@tk2msftngp13.phx.gbl>
>>> >Newsgroups: microsoft.public.windows.inetexplorer.ie6.setup
>>> >NNTP-Posting-Host: s01060050babd903f.cg.shawcable.net 68.145.7.164
>>> >Path:
>>>
>>cpmsftngxa06.phx.gbl!TK2MSFTNGXA01.phx.gbl!TK2MSFTNGP08.phx.gbl!tk2msftngp
1
>3
>>> phx.gbl
>>> >Xref: cpmsftngxa06.phx.gbl
>>> microsoft.public.windows.inetexplorer.ie6.setup:53533
>>> >X-Tomcat-NG: microsoft.public.windows.inetexplorer.ie6.setup
>>> >
>>> >Well William,
>>> >As you will see from my June 28th posting, it failed, later in the
>>evening
>>> >after working through all of your "tricks".
>>> >
>>> >I'm totally mystified by this. I've never had this happen before.
>Would
>>> >could be happening over time, that is causing an eventual partial
>>failure.
>>> >I was chatting with a friend on messenger, late last night and I
>remained
>>> >connected, yet my email and IE could not connect. What could that
be???
>>> >My messenger connection eventually failed, but it took a couple or
three
>>> >hours for it to disconnect me ... it even closed. My XP firewall was
>>> >disabled because we were transferring a file, but I somehow doubt that
>>that
>>> >was related to the failure.
>>> >
>>> >Any other suggestions. My ISP doesn't have much to say, because I'm
not
>>> >entirely losing my connection.
>>> >Diana
>>> >
>>> >
>>> >"William Wang[MSFT]" <v-rxwang@online.microsoft.com> wrote in message
>>> >news:gOj3NYXXEHA.328@cpmsftngxa10.phx.gbl...
>>> >Hi Diana,
>>> >
>>> >If you have any further updates or need further assistance on this
>issue,
>>> >feel free to post back, and I will follow up as soon as possible.
>>> >
>>> >Sincerely,
>>> >
>>> >William Wang
>>> >Microsoft Online Support Engineer
>>> >
>>> >Get Secure! - www.microsoft.com/security
>>> >=========================================
>>> >When responding to posts, please "Reply to Group" via
>>> >your newsreader so that others may learn and benefit
>>> >from your issue.
>>> >=========================================
>>> >
>>> >This posting is provided "AS IS" with no warranties, and confers no
>>rights.
>>> >--------------------
>>> >>From: "Dianah" <nospam@nospam.com>
>>> >>References: <#kzZPhtWEHA.1000@TK2MSFTNGP12.phx.gbl>
>>> ><14NUtxMXEHA.328@cpmsftngxa10.phx.gbl>
>>> >>Subject: Re: Connectivity, but can't browse or send/receive
>>> >>Date: Mon, 28 Jun 2004 15:42:16 -0600
>>> >>Lines: 162
>>> >>X-Priority: 3
>>> >>X-MSMail-Priority: Normal
>>> >>X-Newsreader: Microsoft Outlook Express 6.00.2800.1409
>>> >>X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1409
>>> >>Message-ID: <OqdLJjVXEHA.2844@TK2MSFTNGP12.phx.gbl>
>>> >>Newsgroups: microsoft.public.windows.inetexplorer.ie6.setup
>>> >>NNTP-Posting-Host: 216.123.228.134
>>> >>Path:
>>>
>>>cpmsftngxa10.phx.gbl!TK2MSFTFEED01.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFTNG
P
>1
>>> 2
>>> >phx.gbl
>>> >>Xref: cpmsftngxa10.phx.gbl
>>> >microsoft.public.windows.inetexplorer.ie6.setup:53314
>>> >>X-Tomcat-NG: microsoft.public.windows.inetexplorer.ie6.setup
>>> >>
>>> >>Thank you for responding, William.
>>> >>There are never any error messages except for my email software ...
>>saying
>>> >>that they cannot connect. On the web pages, they simply say that the
>>page
>>> >>cannot be displayed. I haven't tried to access a website via an IP
>>> >address.
>>> >>
>>> >>I do keep my temp files and temporary files rather clean ... clearing
>>them
>>> >>out regularly. However, I can't say that I clear the objects ... at
>>least
>>> >>not specifically or knowingly ... and I definitely haven't cleared out
>>the
>>> >>registry, but I'll follow you instructions tonight.
>>> >>
>>> >>Thanks again. Diana
>>> >>
>>> >>"William Wang[MSFT]" <v-rxwang@online.microsoft.com> wrote in message
>>> >>news:14NUtxMXEHA.328@cpmsftngxa10.phx.gbl...
>>> >>> Hi Dianah,
>>> >>>
>>> >>> Is there any error when you could not connect to a web site via IE
>>while
>>> >>> you were able to ping the web site? Can you access the web site via
>IP
>>> >>> address?
>>> >>>
>>> >>> Please perform the following steps and see what happens:
>>> >>>
>>> >>> Clear Internet Explorer Cache
>>> >>> ======================
>>> >>>
>>> >>> a. Click Start, point to Settings, and then click Control Panel.
>>> >>>
>>> >>> b. Double-click Internet Options.
>>> >>>
>>> >>> c. On the General tab, under Temporary Internet Files, click the
>>> Settings
>>> >>> button. Click the View Files button. Press CTRL+A to select all
>files.
>>> >>> Press DEL or click the Delete option at the top of the window. Click
>>the
>>> >>> Yes button on the dialog box that appears. After all the files are
>>gone,
>>> >>> close the window.
>>> >>>
>>> >>> d. Click View Objects. Delete all the objects listed in the right
>>pane.
>>> >>> Return to Internet Options.
>>> >>>
>>> >>> e. Return to the General tab, click Clear History.
>>> >>>
>>> >>> f. Empty the temp folder which is usually C:\Windows\Temp for
Windows
>>98
>>> >>> and C:\Documents and Settings\<user>\Local Settings\Temp for Windows
>>> >>> XP/2000.
>>> >>>
>>> >>> Clear the registry
>>> >>> ==============
>>> >>>
>>> >>> WARNING: Using Registry Editor incorrectly can cause serious
problems
>>> >that
>>> >>> may require you to reinstall Windows operation system. Microsoft
>>cannot
>>> >>> guarantee that problems resulting from the incorrect use of Registry
>>> >>Editor
>>> >>> can be solved.
>>> >>>
>>> >>> Backup and then delete the following registry keys:
>>> >>>
>>> >>> [KEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet
>>> >Explorer\Plugins\Extension]
>>> >>>
>>> >>> [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\Toolbar]
>>> >>>
>>> >>>
>>>
>>>>[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\B
r
>o
>>> w
>>> >s
>>> >>> er Helper Objects]
>>> >>>
>>> >>> Remove the Plug-Ins for Internet Explorer
>>> >>> ==============
>>> >>>
>>> >>> a. Close all the Internet Explorer window.
>>> >>>
>>> >>> b. Open a Windows Explorer window by right Click My Computer and
>>choose
>>> >>> Explore.
>>> >>>
>>> >>> c. Locate the C:\Program Files\Internet Explorer\PLUGINS folder.
>>> >>>
>>> >>> d. Remove all the files in this folder.
>>> >>>
>>> >>> Disable third-party browser extensions:
>>> >>> ==============
>>> >>>
>>> >>> a. Click Start, point to Settings, and then click Control Panel.
>>> >>>
>>> >>> b. Double-click Internet Options.
>>> >>>
>>> >>> c. Click the Advanced tab.
>>> >>>
>>> >>> d. Under Browsing, click to clear the "Enable third-party browser
>>> >>> extensions (requires restart)" check box.
>>> >>>
>>> >>> If the issue persists after performing the above steps, boot the
>>> computer
>>> >>> to Safe Mode wth Networking to test the problem.
>>> >>>
>>> >>> 1. Restart the computer.
>>> >>>
>>> >>> 2. Press and hold down the F8 until the Windows Startup menu
appears.
>>> >>>
>>> >>> 3. Choose Safe Mode with Networking and press Enter.
>>> >>>
>>> >>> Feel free to let us know if you have any updates.
>>> >>>
>>> >>> Sincerely,
>>> >>>
>>> >>> William Wang
>>> >>> Microsoft Online Support Engineer
>>> >>>
>>> >>> Get Secure! - www.microsoft.com/security
>>> >>> =========================================
>>> >>> When responding to posts, please "Reply to Group" via
>>> >>> your newsreader so that others may learn and benefit
>>> >>> from your issue.
>>> >>> =========================================
>>> >>>
>>> >>> This posting is provided "AS IS" with no warranties, and confers no
>>> >>rights.
>>> >>> --------------------
>>> >>> >From: "Dianah" <nospam@nospam.com>
>>> >>> >Subject: Connectivity, but can't browse or send/receive
>>> >>> >Date: Fri, 25 Jun 2004 11:17:30 -0600
>>> >>> >Lines: 21
>>> >>> >X-Priority: 3
>>> >>> >X-MSMail-Priority: Normal
>>> >>> >X-Newsreader: Microsoft Outlook Express 6.00.2800.1409
>>> >>> >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1409
>>> >>> >Message-ID: <#kzZPhtWEHA.1000@TK2MSFTNGP12.phx.gbl>
>>> >>> >Newsgroups: microsoft.public.windows.inetexplorer.ie6.setup
>>> >>> >NNTP-Posting-Host: 216.123.228.134
>>> >>> >Path:
>>> >>>
>>>
>>>>cpmsftngxa10.phx.gbl!TK2MSFTFEED01.phx.gbl!TK2MSFTNGP08.phx.gbl!TK2MSFTN
G
>P
>>> 1
>>> >2
>>> >>> phx.gbl
>>> >>> >Xref: cpmsftngxa10.phx.gbl
>>> >>> microsoft.public.windows.inetexplorer.ie6.setup:53204
>>> >>> >X-Tomcat-NG: microsoft.public.windows.inetexplorer.ie6.setup
>>> >>> >
>>> >>> >I've got a wierd thing happening, and it started after a reformat
of
>>my
>>> >>> >drive a week ago.
>>> >>> >
>>> >>> >I have wide band internet service and seem to have sporatic
browsing
>>> and
>>> >>> >email send/receive capability. However, when it does happen, I can
>>> ping
>>> >>an
>>> >>> >ip address or I can successfully ping a url, i.e., www.yahoo.com
>>> >(doesn't
>>> >>> >time-out).
>>> >>> >
>>> >>> >Sometimes a reboot will fix the problem, but not always. When I
can
>>> >>access
>>> >>> >sites and send email, it all happens with terrific speed, then
>>> >suddently,
>>> >>> >it'll all stop ... email and the browser. I've reseated my
>>> connections,
>>> >>> >have uninstalled and reinstalled the latest version of IE and have
>>> >>> >reinstalled/repaired Outlooked. Nothing seems to have a "lasting"
>>> >>effect.
>>> >>> >When I try a "repair" with the connection, it responds in less than
>a
>>> >>> second
>>> >>> >that it's complete, but I still won't be able to connect with
either
>>of
>>> >>IE,
>>> >>> >Outlook and Outlook Express. They all fail when this happens.
>>> >>> >
>>> >>> >Any suggestions ... this is making me just a little bit crazy.
>>> >>> >Thanks in advance. Diana
>>> >>> >
>>> >>> >
>>> >>> >
>>> >>>
>>> >>
>>> >>
>>> >>
>>> >
>>> >
>>> >
>>> >---
>>> >Outgoing mail is certified Virus Free.
>>> >Checked by AVG anti-virus system (http://www.grisoft.com).
>>> >Version: 6.0.712 / Virus Database: 468 - Release Date: 6/27/2004
>>> >
>>> >
>>> >
>>>
>>
>>
>>
>
>
>
>---
>Outgoing mail is certified Virus Free.
>Checked by AVG anti-virus system (http://www.grisoft.com).
>Version: 6.0.713 / Virus Database: 469 - Release Date: 6/30/2004
>
>
>