Trying to help Mom connect to net, message "EI cannot display this webpage".

[EFerrari]

Her laptop is running Vista (and the machine says it's not genuine but I don't know the details. It's an ethernet connection. When I check the connection, the machine says it's connected. I disabled dialing out (never dial). I checked the ethernet adaptor and it seems to be okay.

She also has FF but that won't display, either.

I turned off the Windows firewall but there is another one running that I can't get to in a security suite that won't unintall for me and won't run for me, either. ( I miss being able to manually delete it. )

Also disabled add-ons to EI and finally reset it.

I think it's a settings problem but I ran out of places to check.

[guardian]

1. Try here

http://support.microsoft.com/kb/956196

[EFerrari]

12. As it happens, I went down that list on Saturday morning.

Could be that I missed something toward the end though, when my eyes started crossing.

[discntnt_irny_srcsm]

2. Please list:

type of connection, cable modem, dsl modem...?
is a router between the pc and the modem or not?
is there another pc in the house?

[EFerrari]

7. The connection is to a cable modem, the one I'm using now.

There is no router in between. There are two other pcs in the house, the laptop I'm on and Rosie's desktop.

[Old and In the Way]

3. Can you hook up another laptop to see if the problem still happens?

Preferably, a laptop (or netbook or tablet) that normally connects OK? If you still have problems, good chance it's with the set-up on your internet connection (router/switch, etc)

Also, that comment on the security suite not uninstalling could be a clue. It may be a virus masquerading as a security app. that's taken over port control on your laptop.

[EFerrari]

8. I'm on the connection right now. No problems at all.

The virus idea is an interesting one. How do I check for that?

When I try to uninstall the security program (which I tried to do because it is big and my mom doesn't need it), I get a dialog box that says "setup had stopped working" and then uninstall stops.

[Old and In the Way]

13. That situation can be nasty.

Some of them deeply inbed in the OS. You can delete the program manually in the Programs folder, but other parts of the code simply reconnect to their online source and reinstall. If there's a name for the app. , try Googling it and see if there are any links to websites that talk about it...there may be AV tools that address this malware directly or step-by-step instructions to remove it . You could also try an online AV scanner, like Trend-Micro, but probably would be a problem if it won't let you connect to the web. There are also AV programs that can run from a USB port and memory stick, but you'd need to obviously download from a known good PC and connection.

The only other option may be a reformat/reinstall of the OS.

[EFerrari]

14. Thank you. Okay, so first I'll search for the program name

and see if anything comes up. In the absence of directions, maybe I can try running an AV program from a memory stick because no way can I download anything to that laptop right now.

I've never done that before. There are two clean PCs here, so that part won't be a problem. How does it work? Do I get a memory stick and save the AV program to it as some drive name from my clean machine and then try to run the program in the messed up laptop?

[Old and In the Way]

15. Never had to do that....

But you can try reading through these search links-

https://www.google.com/search?q=running+an+AV+program+from+a+memory+stick&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:en-US fficial&client=firefox-a

[EFerrari]

16. You know, I found an uninstaller at the program's site. Maybe I should try to use that first.

Using this brand new flash drive.

[Old and In the Way]

19. Looks legit.

I think CA might have been Computer Associates. Definitely would try the uninstaller first. Assuming that gets you on to the internet, I'd download Microsoft Security Essentials - it's free and does the job.

http://windows.microsoft.com/en-US/windows/products/security-essentials

[whistler162]

4. go to

Start > Run
type CMD
then type ipconfig

If you see a group of numbers starting with 169.***.***.*** then your connection to the internet isn't working.

The 169.***.***.*** indicates the address given to the network connection when the computer can't connect to a external supplier.

Might be the card or cable or you canle connection.

[EFerrari]

9. I'll try that. It could be the card because the cable and connection are fine

because I'm on them right now.

[EFerrari]

11. Okay, I don't get any that start that way.

I get three groups of results, one for a wireless connection, one for an ethernet adapter, five for tunnel adapters with different numbers, whatever that is.

[grok]

5. THis can happen with proxy settings enabled.

forgot exactly but i think its

control-panel>networking-something>internet-options>connections>lan-settings>proxy

make sure the proxy tab is off. and apply

a couple notes:

firefox/chrome usually have their own proxy settings. this could be used if your I explorer fails because of global system proxy settings.

some viruses/worms/trojans actually enable proxy so all your internetdata goes through some system of theirs. I would doublecheck this

[EFerrari]

10. In LAN settings

nothing is checked.

Not "automatically detect settings"
Not "Use automatic config script"
Not "Use a proxy"
Not "Bypass proxy for local address"

This is how I left it on Saturday.

[EFerrari]

6. Thanks so much for all the replies. I got so frustrated, I had to put it away for a few days.

Hopefully, I can get somewhere today.

[Earth Bound Misfit]

17. Name of the "other security/firewall/suite program"...

...might be helpful, as suggested by Old and In the way, see posts 3 & 13

I turned off the Windows firewall but there is another one running that I can't get to in a security suite

When I try to uninstall the security program (which I tried to do because it is big and my mom doesn't need it), I get a dialog box that says "setup had stopped working" and then uninstall stops.

You know, I found an uninstaller at the program's site. Maybe I should try to use that first.

[EFerrari]

18. Sorry, it's CA Security Suite.

And it looks like there has been a company name change since this program was installed.

http://lp.totaldefense.com/2012/campaigns/issppc/us/index.html?utm_source=Google&utm_medium=ppc&utm_campaign=Internet-Security-Suite-E

[EFerrari]

20. The uninstaller from the CA site won't load.

But, I did find a story on TheTechGuy about this same problem. The person in question seems to have deleted/disabled this program and that solved his problem. I downloaded WinPatrol and disabled the parts of this program that were on Start Up, active or scheduled. I don't want to start manually deleting stuff when I don't know the consequences.

So, the firewall that was still running is no longer being reported as running. But there is no change. IE and FF still show connected but not displaying the web page, any page. Argh.

[Dash87]

21. I would ditch that paid garbage

And download Microsoft security essentials. It's free and equal to most anti virus programs you have to pay for. Also, it's a firewall.

[wandy]

24. What he said, except I wouldn't call MSE equal............

I'de call it better!

[Earth Bound Misfit]

22. Try this app remover by OPSWAT (Free)

http://www.opswat.com/products/appremover

AppRemover™ enables the complete, silent and thorough uninstallation of security applications from any windows based PC. AppRemover also allows for the cleanup of a failed uninstall from an applications embedded uninstallation tool. AppRemover is available as either a standalone software application, or as an SDK configurable to your unique needs. AppRemover works with a large number of applications, such as those from vendors like Symantec, McAfee and many others. Please take a look at our comprehensive list of currently supported applications.

http://en.wikipedia.org/wiki/OPSWAT

Hope this helps.

[EFerrari]

23. Thank you. I will try it.