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General discussion

Loss of internet

Oct 25, 2007 6:12AM PDT

I'm giving advice on a friend's PC that has lost internet connectivity. I'm currently stuck.

PC (more details forthcoming):
OS = Win XP
~4-5 years old
brand = HP
Network adaptor is believed to be built into board
PC connected to cable modem directly (e.g. no router, switch, etc)

What Happened:
1) eletrical storm that knocked out a few devices in the house (surge protector on PC didn't trip)
2) PC would not turn on at all
3) Power supply replaced; no internet connectivity (ISP = Comcast) everything else works fine. HP advised restoring system to factory settings. Comcast confirmed proper communication with box

What I suggested doing & has been done:
1) Ensured TCP/IP was set to get IP automatically
2) Cable modem was turned off & disconnected totally for 5 minutes, then power cable plugged in, followed by network cable. PC rebooted also.
3) In PC Management, network card was uninstalled and rebooted. Received error code 768; network card was not recognized again.

Current ideas:
1) buy new network card and put in expansion bay
2) get another PC to hook to cable modem

Discussion is locked

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Yes I agree
Oct 26, 2007 8:30PM PDT

to your two options/suggestions;

If restoring to factory settings didn't do it, then it looks like the network card got fried.

Current ideas:
1) buy new network card and put in expansion bay, cheap enough and probably the best option.
2) get another PC to hook to cable modem will prove the cable modem is working.

Mark

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Calrification
Oct 29, 2007 4:39AM PDT

I didn't actually have him restore the PC to factory settings as I thought it would be a rather drastic measure to fix the problem. How probable is it that using the factory disks to get it back to factory settings would get it working?

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I don't understand
Oct 29, 2007 5:07AM PDT

Restoring to factory settings would get the internet connection working again, although they would have to set up their internet connection again. But that would only happen if the network card was still working. Also all data would be lost, and all personal files, music, videos, photos, etc.

If the network card has failed then the restore to factory settings will not repair it.

But I don't understand. You said you didn't actually have him restore to factory settings. So is it fixed now?

Mark

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Wanted to do the least painful thing
Oct 29, 2007 10:58PM PDT

I didn't have him wipe his HD to factory settings as he would rather buy a new PC than re-setup the PC again from scratch...and I can't blame him. I felt it was better to invistigate the network card before wiping the HD.

So my question is should wiping the HD really be one of the 1st things you do (as HP & Comcast suggested). I'd think there is a MUCH better and easier way to fix the issue without such a drastic measure. It seemed like whacking a nail with a sledge hammer and not being guaranteed of any results.

Currently the PC is not fixed and I'm waiting for him to tell me if he can connect with the router that I lent him. I just want to know if he can form a connection with anything right now. If he can connect to the router's control page...I'll assume the network card is fine and some setting must be adjusted or that the Comcast box is at fault.

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Did you try
Oct 30, 2007 2:52AM PDT
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(NT) Have you tried the "Current ideas"?
Oct 29, 2007 11:21PM PDT
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Update
Jan 15, 2008 9:56PM PST

Sorry for waiting so long to respond but I finally got the PC from the person and have been working on it. The issue was that the original NIC was dead, so before I got the machine he had bought a new NIC but that wasn't working either. So when I got it, I enabled the new NIC card and everything worked fine until I realized his PC had been ravaged by spyware and adware which gives me a new problem which I'll post in a different forum. But the internet issue should be resolved. Thanks for all your inputs.

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Glad you got it sorted.
Jan 22, 2008 6:39PM PST

I think you suspected the NIC card from the start.

I see you have posted in the Spyware etc forum and hope you get everything sorted out there.

Mark