Network connectivity help

Tallas · Post by **Tallas** » Tue Dec 20, 2005 12:08 pm

My wife just got over here with my old laptop, but it seems the ethernet port no longer works, or so it seems. It detects when a cable is connected, but recieves limited connectivity. I can't get it to recieve an ip address using DHCP from my multiport router/switch thing. Last time the laptop was here, it functioned just fine in this setup. I gave it a manual ip address, gateway, subnet mask, and dns servers. It intermittently pings and completes trace routes to google.com. I've tried uninstalling the device and letting windows detect it. It seems like there just isn't enough bandwidth or something. I was wondering if there is anything I've missed. I really don't want to completely reinstall windows, but it might come down to that. It was having issues while it was gone, but it was in a complicated setup then so I didn't think it was an issue with the laptop.

Kula · Post by **Kula** » Tue Dec 20, 2005 12:50 pm

My guess is the cable is damaged.

Post by **Ddrak** » Tue Dec 20, 2005 1:29 pm

Agree with Kula.

Dd

Tallas · Post by **Tallas** » Tue Dec 20, 2005 2:21 pm

Thanks, can't believe I didn't try that earlier. Either way though, thats not the problem. I'm having the exact same issues. I'm beginning to consider it being a hardware issue. When it got here, I noticed the battery is was dead and wouldn't charge. When I powered up the machine this last time for the cable swap, the charge battery light began a series of 5 flashes -- 1-4 yellow 5th green. Guess I'll search Dell's site tomorrow for others who've had this same problem. Thanks.

Kula · Post by **Kula** » Tue Dec 20, 2005 3:20 pm

Is it an RJ-45 port on the laptop or a card with a dongle connector?

Tallas · Post by **Tallas** » Wed Dec 21, 2005 12:39 am

RJ-45 port.

Kula · Post by **Kula** » Wed Dec 21, 2005 10:46 am

Check it for bent wires.

Tallas · Post by **Tallas** » Fri Dec 23, 2005 6:47 am

No bent or broken wires.

Chatted with Dell tech support just now. Here's the log. Worthless tech support...

12:42:19 PMSystem Welcome Greg Sheldon ...
12:42:19 PMSystem Connecting to server. Please wait...
12:42:19 PMSystem Thank you for using Dell Chat, a representative will be with you soon.
12:42:19 PMSystem Initial Question/Comment: It will sometimes be able to get an IP address through DHCP but not always.
12:42:26 PMSystem You are now being connected to an agent. Thank you for using Dell Chat
12:42:26 PMSystem Connected with Sharad_01113219
12:42:47 PMSharad_01113219 Thank you for contacting Dell Consumer Hardware Warranty Support Chat. My name is Sharad. Please allow me a moment to review the question.
12:42:49 PMSharad_01113219 While I review the question, let me inform you that you might get an invitation to participate in a survey at the end of this session. You would be asked to rate our interaction on a scale of 1 to 9 with 9 being the best. In order to participate in the survey. You must close the chat by hitting the "EXIT" button. Your feedback would be greatly appreciated
12:43:52 PMYou When using manual IP address, DNS, etc. settings, I can ping and trace route websites but it acts as if there is nearly no bandwidth.
12:44:09 PMSharad_01113219 Please verify the system shipping address and the telephone number so that I can pull up system details.
12:44:39 PMYou ***************************************
12:45:36 PMSharad_01113219 Thank you for the information. Please allow me a moment to pull system details.
12:47:09 PMSharad_01113219 Since how long you are facing this issue?
12:47:59 PMYou Around 3 months or so.
12:48:41 PMSharad_01113219 Have you performed any troubleshooting steps on you own to resolve the issue?
12:48:52 PMYou Yes.
12:49:34 PMSharad_01113219 Please let me know
12:51:08 PMYou I have: replaced network cables, reinstalled the device in windows, I have changed ports on the switch, I have used manual IP address settings rather than DHCP
12:51:32 PMYou I have checked for bent or broken pins inside the port itself
12:52:39 PMSharad_01113219 Please allow me a moment so that I could provide you the best possible resolution.
12:53:54 PMSharad_01113219 We need to perform some troubleshooting steps that will help in resolving the issue. Are you comfortable performing those steps now?
12:54:13 PMYou Yes
12:54:24 PMSharad_01113219 Is the system with you right now?
12:54:30 PMYou Yes
12:55:01 PMSharad_01113219 We need to run IPCONFIG to determine what kind of IP address the system has.

To determine what type if IP address the system has, complete the following steps:

Click Start and select Run.
The Run window appears.
In the Run window, type Command and click OK.
The Command Window appears.
Type ipconfig /all and press the Enter key.
Note the settings for the failling adapter:
12:56:31 PMYou It currently has aquired an ip address from my switch via DHCP. IP address is 192.168.1.101
12:56:48 PMSharad_01113219 Okay.
12:57:16 PMSharad_01113219 Now we need to start in Safe Mode with Networking.

To start the System in Safe Mode with Networking, perform the following steps:

Turn on the computer.
Immediately tap the -F8- key several times.
Use the up or down arrow keys to highlight Safe Mode with Networking and then press the -Enter- key.
12:58:51 PMSharad_01113219 Please let me know when you are done.
1:00:51 PMSharad_01113219 Okay, now please browse to http://www.dell.com.

Click Start.
Click Run.
Type http://www.dell.com.
Click OK.
1:01:06 PMSharad_01113219 Let me know if this website gets open or not?
1:03:02 PMYou It has found the page and loaded the title, but the rest of the page is not loading.
1:03:45 PMSharad_01113219 You mean to say that it was able to load the website. But few contents of the website are not loaded.
1:03:49 PMSharad_01113219 Am I right?
1:04:52 PMYou The space where the actual webpage is located is blank, but the title of the web browser indicates it has found Dell's webpage.
1:05:03 PMSharad_01113219 Okay.
1:05:30 PMSharad_01113219 Could you please give me your IP address of the system?
1:06:08 PMSharad_01113219 I apologies you have already given me that. Is it the same 192.168.1.101?
1:06:22 PMYou Yes
1:06:27 PMSharad_01113219 Okay.
1:06:31 PMSharad_01113219 Now please ping the default gateway and/or the DHCP server to verify a successful connection.

Click the Start button, and then click Run.
The Run window appears.
In the Run window, type command, and then click OK.
The command prompt appears.
Type ipconfig /all, and press the -Enter- key.

Note the Default Gateway and the DHCP Server.
Type ping 192.168.1.101, where 192.168.1.101 is the IP address of the default gateway, and then press the -Enter- key.
Reply from 192.168.1.101: bytes= 32time<10ms TTL=126 outputs to the Command window.
Type ping 192.168.1.101, where 192.168.1.101 is the IP address of the DHCP Server, and press the -Enter- key.
Reply from 192.168.1.101: bytes= 32time<10ms TTL=126 outputs to the Command window.

\
1:07:03 PMSharad_01113219 Please let me know the output of this steps.
1:09:23 PMYou The default gateway is 192.168.1.1 pinging it got: time<1ms TTL-150
1:09:39 PMSharad_01113219 Okay.
1:10:12 PMSharad_01113219 NOw, Click the Start button, and then click Run. The Run window appears. In the Run window, type command, and then click OK. The command prompt appears. Type ipconfig /release, and press the -Enter- key.
1:10:49 PMYou Done.
1:11:20 PMSharad_01113219 Now please check to se if it gets IP address through DHCP or not?
1:11:50 PMYou Want me to type ipconfig /renew?
1:12:06 PMSharad_01113219 Yes.
1:12:51 PMSharad_01113219 Please let me know when you are done.
1:13:52 PMYou The request timed out.
1:13:58 PMSharad_01113219 Okay.
1:14:03 PMSharad_01113219 In this case, I would request you to contact your Internet Service Provider as the issue is okay at my end and it is the issue with the Internet connection and your service provider will help you on this.
1:15:30 PMYou If anything it would be an issue with my switch since both this connection and the laptop's connection are using the same switch. However, it is not the switch since this connection works in all the ports and the laptop has trouble renewing its IP address in all the ports.
1:17:07 PMSharad_01113219 You are right, however it is now request timed out and you will first need to contact your service provider and get it done. They will surely assist you on this issue and I am sure there is the connection problem from ISP end and this issue will be resolved.
1:18:06 PMSharad_01113219 Is there anything else I can assist you with today?
1:19:06 PMYou I don't understand what the ISP will help me with. They give my switch an IP address and my switch gives the computers connected to it an ip address. The ISP has done its job because this computer is connected to the internet. The laptop cannot recieve an ip address from the switch for whatever reason. I'm confused as how this can be a problem of the ISP.
1:21:43 PMSharad_01113219 Greg, This is hardware technical support for portables and this issue is the network issue. As I am not trained on network issue, still I tried to help you so that you don't have to run around for the issue. Now we have started a new department who takes care of all network and Internet related issue which is called DELL ON VOICE support. I would suggest that you contact Dell Voice Support at 866 497 2661 since am not trained on software/network issues and they are expert in these type of issues. Please contact them for effective assistance.
1:22:35 PMYou Thank you.

Tried calling the phone number and its busy. Did some research about the battery problem and apparently even when you have the laptop plugged into the AC adapter, the battery is continually being discharged and recharged, which caused the short life of the battery.

UltraBurz · Post by **UltraBurz** » Fri Dec 23, 2005 11:44 am

I used dell support the first week I had my system back in '02 and I couldn't understand a word the outsourced curryfiend was talking about. Very worthless indeed.

Post by **Ddrak** » Fri Dec 23, 2005 2:30 pm

lol - I love tech support that works off a cheat sheet.

Just from curiosity - do you have any VPN software installed on the laptop? I know Checkpoint's SecureClient can cause all sorts of hell with networking, from personal experience.

Interesting that it picks up 192.168.1.101 but won't refresh it.
Also interesting that you can ping 192.168.1.1.

I'd try a "ping -t 192.168.1.1" and seeing if you get any intermittent faults. If not then I'd start looking at the network stack and routing tables.

Dd

xilanthanax · Post by **xilanthanax** » Fri Dec 23, 2005 5:43 pm

1:17:07 PMSharad_01113219 You are right, however it is now request timed out and you will first need to contact your service provider and get it done. They will surely assist you on this issue and I am sure there is the connection problem from ISP end and this issue will be resolved.
1:18:06 PMSharad_01113219 Is there anything else I can assist you with today?
1:19:06 PMYou I don't understand what the ISP will help me with. They give my switch an IP address and my switch gives the computers connected to it an ip address. The ISP has done its job because this computer is connected to the internet. The laptop cannot recieve an ip address from the switch for whatever reason. I'm confused as how this can be a problem of the ISP.

I can see where he's coming from. My ISP, everything I do has to be done through them, so they have to have the mac addresses for my router or a switch in order for them to get anything from DHCP, let alone hand any IP addresses out.

However, in your case, I agree with Ddrak. I would definately check your routing tables.

Tallas · Post by **Tallas** » Thu Dec 29, 2005 12:56 am

I ended up just buying a cheap USB to Ethernet adapter and had network/internet connectivity within 5 min.