Connect Can't Browse
Posted by George Chu on 10 April 2013 08:10 PM

Connect Can't Browse

Contents

Troubleshooting

A Connect Can't Browse ticket should be opened when the customer's modem is in Synch but the customer cannot browse.

Verified activation date/state in Portal

Why?
If the customer is no longer active in Portal or has not been setup yet, this is most likely the cause for the issues, and the customer should probably be transferred to Customer Care Tier 1.

How?
Log into the Cable Portal and verify the state of the customer's CYX.

IP Address

Why?
If the customer is actually experiencing a Connect can't browse issue, they should be receiving a valid IP address. If they receive 169.254.x.x IP address it is possibly a DHCP issue or the computer is not properly connected to the Modem.

Remove router

Why?
Routers are often the cause of connect can't browse issues due to errors in their configurations or other issues.

How?
Walk the customer through connecting directly to the modem, remember to powercycle the modem after connecting the computer directly to the modem. Before you do this, you can also have the customer reboot their router first.

Reboot Computer

Why?
Sometimes programs other other software running on the computer crash in the back ground or there are configuration issues, rebooting the computer can often clear most of these issues up and should always be done before proceeding.

How?
Have the customer reboot their computer (varies depending on operating system)

Results of computer in Safe Mode with networking

Why?
This will remove background programs from operating. de-activate firewalls, anti-virus and other interfering 3rd party software to test the connection and see if it is still slow. The steps below may also be completed in this mode to see if problem also exists.

How?
Start computer in Safe Mode with networking support, F8 (Windows only) - Ask customer to reboot computer and press F8 at repeated intervals until black screen showing safe mode options is display. Have customer use arrow keys on keyboard highlight "Safe mode with networking support" and hit Enter.

In Mac OS, while computer is rebooting ask customer to hold the shift key on the keyboard until the dark gray Mac Apple symbol shows on the boot screen. It will take a bit of time to load up (diagnostic checks), at the login screen above the username in red "Safe Mode" will be shown. Customer then logs in.

IP Address now

Why?
If the customer is actually experiencing a Connect can't browse issue, they should be receiving a valid IP address. If they receive 169.254.x.x IP address it is possibly a DHCP issue or the computer is not properly connected to the Modem.

Ping Google.ca

Why?
This test accomplishes two basic things, it lets you see if the customer is able to resolve domain names (URL->IP), and it will tell you if he's able to communicate with them (if he is able to resolve domain names).

How? Walk the customer through opening the Command Prompt window, then have the customer type ping google.ca.

Ping 74.125.226.84

Why?
If the previous test failed, this indicates the customer is unable to resolve domain names, so the next test is to see if he can communicate with addreses on the internet at all. 74.125.226.84 is one of Google's many IP addresses, if the customer is unable to ping this address it means there is no connectivity to the internet at all. If this test is successful, you should Hardcode DNS into TCP/IP settings.

How?
Walk the customer through opening the Command Prompt window, then have the customer type ping 74.125.226.84.

Tracert Google.ca

Why?
Trace route allows us to see how each of the hops on the way to a certain destination are behaving. This can allow us to pinpoint a problem area and lets us see if it's in our network, in the carrier's network or outside of both.

How?
Walk the customer through opening the Command Prompt window, then have them type in tracert google.ca, hit enter then read you the output of the command and put the information on the ticket so we have it. Depending on the severity of the routing issue; It may be possible to have the information emailed to you; then put onto the ticket that way. They can use an alternate method of sending us the information that is output or they can just read it out and give us the data that way.

Attempted Modem factory reset

Why?
This step is requested by the carrier in order to open a repair ticket. Often it will release and renew all the information located in the modem and make the service work better.

How?
Have the customer put the modem on Standby mode and login to the interface http://192.168.100.1

Hardcode DNS into TCP/IP settings

Why?
You only need to hardcode the DNS settings, if pinging google.ca failed but pinging 74.125.226.84 worked. At this point the previous test results indicate that the computer either is unable to contact it's current DNS servers or is not obtaining DNS servers from the DHCP server.

How?
Go to the Local Area Connection Properties. Click on Internet Protocol (TCP/IP) (version 4 if the customer has Windows Vista/7), then click on Properties. In this screen change the options at the bottom to Use the following DNS server addresses, you should now be able to edit the Primary and Alternate fields, enter 206.80.254.4 for the Primary and 206.80.254.68 for the Alternate. Click on OK/Close afterwards.

Reset TCP/IP stack

Why?
The TCP/IP stack is what determines how the computer communicates with other devices on the network and can cause slow speeds issues if it is not performing properly or if something in it has crashed.

How?
Get the customer into the Command Prompt window, then have them type netsh int ip reset log.txt. If the customer is on a Windows XP computer you will have to reboot manually. Also if the customer is using Windows Vista or higher, you will have to run the Command Prompt as Administrator. To do this, have the customer type command into the Search field of the start menu, when they see the Command Prompt result, have them right click Command Prompt and select Run as Administrator.

Reset Winsock

Why?
Winsock is a technical specification that defines how Windows network software should access network services, especially TCP/IP. So if something is corrupted or it's crashed in some way, it may be preventing the computer from connecting properly.

How?
Get the customer into the Command Prompt window, then have them type netsh winsock reset. If the customer is on a Windows XP computer you will have to reboot manually. Also if the customer is using Windows Vista or higher, you will have to run the Command Prompt as Administrator. To do this, have the customer type command into the Search field of the start menu, when they see the Command Prompt result, have them right click Command Prompt and select Run as Administrator.

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