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Internet connection problems

by Tolroe / March 31, 2010 4:21 AM PDT

My Grandparents just returned from Florida with their laptop, where they had a DSL connection. They are now back home with dial up and can't get IE or Firefox to navigate to a page ("cannot display web page message"). They say that there is a red "x" by the work offline option in the browser. They are connected through dial-up as they are getting emails through an email client and when they look at the connection in Windows, it says they are connected. My guess is that is has something do with moving from high-speed back to dial up, but it has been so long since I've touched a dial-up connection that nothing comes to mind and I'm unavailable to troubleshoot over the phone with them. Anyone know off hand how to take care of this?

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Windows 95 Laptop?
by Grif Thomas Forum moderator / April 1, 2010 9:35 AM PDT

You'll need to give us a little more information for us to help.. Operating system? Laptop or desktop? Age of machine? Which dial-up company?

WHERE in Windows does it say they're connected?

Is their connection cable hooked directly to the phone jack or through a phone recorder or other similar device?

Are you sure they used the dial-up ISP's installation CD to set up the connection? (Some such ISP's require their own install CD to be used to setup the account and connection.)

What have you already tried for fixing the problem? Tried disabling all firewalls to be sure it's not firewall related? Checked to remove all proxy options in Internet Explorer?

Hope this helps and let us know more.


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Windows 7
by Tolroe / April 2, 2010 1:37 AM PDT
In reply to: Windows 95 Laptop?

I don't have much info because I'm 250 miles away and it is difficult to walk them through computer issues on the phone. They're using Windows 7. Their dial-up connection is connected (their ISP-specific program says so and the have no problem sending and recieving emails). The used an ISP installation disc. I have not had them check firewall settings. They had used this same connection prior to going to Florida and would not know how to change firewall settings, so unless jumping on a DSL connection automatically changed these settings I wouldn't expect it to be a firewall issue. I have had them check the proxy settings in IE with no luck.

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Tried This?
by Grif Thomas Forum moderator / April 6, 2010 4:33 AM PDT
In reply to: Windows 7

First, in the IE and Firefox "File" menus, be sure that "Work Offline" is UNCHECKED..

Next, Open Regedit and navigate to the following key.
HKEY_CURRENT_USER\Software\Microsoft\Windows\Current Version\ Internet Settings
Look in the right pane. There should be a DWORD value called "GlobalUserOffline". Make sure that its value is set to zero.

If that's already done, then here are Old articles about the same issue. Not necessarily about your browser version but they might get you headed in the right direction regarding registry changes.:

Internet Explorer Starts in Offline Mode and Remains Offline

How To Set Work Offline as the Default for Internet Explorer

See if the registry settings change in the link below will repair the issue:

Hope this helps.


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