Basic Troubleshoots

7/24/2019 Basic Troubleshoots

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Need to check system starts in either

normal mode / safe mode

Check system has connected

to Internet or not.

Take Remote in Normal

mode / Safe mode

Ask the CX as follows:-

*. Desktop / laptop? Make &

Model of system

*. Operating system, Disc &

Product key?

*. Try following options by

taping F8 when system starts.

1. Safe Mode with Networking

2. last known gud configuration.

3. Safe Mode with Command

4.System Factory Restore.

*. Note down the error which

cust getting and Approach the

SME

Ask the CX as follows:-

* Operating system of the computer

* Wired or wireless connection

* Modem/router and status of lights on the modem/router

* If already contacted Internet Service provider or not

*. Incase Wireless connection, Ask the CX get connected with

Wired.

*. Is any other system connected to this router / modem &

working fine or not?

* Since how long the customer is facing the issue.

* DoSystem Restore.

*. Troubleshoot theInternet Connectivitiy Check

*. Take remote of another system if connected & Approach

the SME.

If the system not connected i

normal mode, Try following.

*. Stop the Antivirus program

*.Reset the IE,Try in Safe

mode.

*.Create New Admin accoun

*.Run the Ultra surf.

*. Uninstall AV Program, If CX

having the product key and

disc / mail confirmation.

*. Still same problem approac

SME

After took the system on remote, Pl check

following.

*. System Desktop / laptop?

*. Note down the Issue which CX facing.

*. Check the system RAM.

*. Since how long the customer is facing the is

*. Operating system Genuine or not?

*. Operating system disc & product key is ther

not?

Operating system Genuine Check

*. If OS is XP, Please copy & paste the below

link on CX Internet browsers.

http://www.microsoft.com/genuine/validate/

*. If OS is Vista / Windows 7 / Windows 8

Press Windows Key + Pause Break (or) My

Computers properties.

operating system not Genuine?

. Ask the CX for product key if

vailable.

. If not, get the product key by

sing PRODUKEY Software which is

vailable at

ttp://www.nirsoft.net/utils/produ

ey.zip

. Check it with Microsoft support

eam by ( live chat / phone).

. If not valid, inform same as to CX

nd convey for purchase new one.

. If find difficulty, Approach the

ME

Yes Yes

Yes

Any Software Issues:-

. Check Software disc / online

ccount / Email confirmation is

here or not?

. Take the product key of that

oftware and Cross check that is

alid or not with respective

upport team (live chat /

hone).

.If not valid, inform same as to CXnd convey for purchase new one.

. Find difficulty, approach the

ME.

Any Printer / Scanner / Router:-

*. Make & Model of the device.

*. Wired / Wireless connection?

*. Software / Drivers disc is there or not.

*. Did CX change any hardware on that

device?

*. Ask the CX to connect the device through

Wire to the system.

*. Incase Wireless, Ask the CX for username

and password of router login to access it.

*. Find difficulty, Approach the SME.

FBI viruses / Fake Antivirus issues:-

*. Take the remote in safe mode / safe

mode with command prompt.

*. Do TheSystem Restorewith last wo

fine date. ---- OR-----

*.Create a new ADMIN User account.*. Login normal mode with created

account.

*. Check OS genuinety & RAM.

Any Browser / Web site issues:

*. Check whether CX having any other

browser or not, If not download Firefox

Google chrome / safari / Thunderbird.

*. Check CX having the same issue on t

browsers or not.

*. Find difficulty then Approach the SM

Yes
http://www.microsoft.com/genuine/validate/http://www.microsoft.com/genuine/validate/http://www.nirsoft.net/utils/produkey.ziphttp://www.nirsoft.net/utils/produkey.ziphttp://www.nirsoft.net/utils/produkey.ziphttp://www.nirsoft.net/utils/produkey.ziphttp://www.nirsoft.net/utils/produkey.ziphttp://www.microsoft.com/genuine/validate/


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Basic Troubleshooting

Create User Account Ultra Surf (Steps 2 download & Run)

Internet Explore Reset Win 8 Software Compatibility Check

System Restore Windows Reinstall(OSRI)

Factory Restore Win 8 Upgradation Steps

System Power Cycling Win 8 Safe mode Boot Steps

Internet Connectivitiy Check Win 8 Refresh / Reset(If forgot password)

Link for OSSimulations :http://www.chasms.com/

Create User Account in Command Prompt:

Just restart your computer and try pressing F8 again.

Choose Safe Mode with

Command Prompt

Choose / login an

Administrator Account
http://www.microsoft.com/en-us/windows/compatibility/win8/CompatCenter/Homehttp://www.microsoft.com/en-us/windows/compatibility/win8/CompatCenter/Homehttp://www.chasms.com/http://www.chasms.com/http://www.chasms.com/http://www.chasms.com/http://www.microsoft.com/en-us/windows/compatibility/win8/CompatCenter/Home


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net user "UserName" /add

net localgroup administrators "UserName" /add

Now Restart the system by pressing the power button of the system.

Internet Explore Reset

1.Do step 2 or 3below for what you would like to do.

2.Open Internet Explorer on Tools(gear icon in IE9/IE10) and Internet Options, then go to step 4below.

NOTE:In Windows 8, this would only apply to the IE10 desktopversion, and not the IE10 Metro

(Windows UI) version.

3.Open theControl Panel (icons view),click/tap on the Internet Optionsicon. Close all open Internet

Explorer windows, and go to step 4below.

4.Click/tap on the Advancedtab, and then click/tap on the Resetbutton. (see screenshot below)

Here Type the Below

Commands

Get message The command

completed successfully

Get message The command

completed successfully
http://www.sevenforums.com/tutorials/262-control-panel-view-home-all-items.htmlhttp://www.sevenforums.com/tutorials/262-control-panel-view-home-all-items.htmlhttp://www.sevenforums.com/tutorials/262-control-panel-view-home-all-items.htmlhttp://www.sevenforums.com/attachments/tutorials/170232d1313347190-user-account-type-change-add_administrators.jpghttp://www.sevenforums.com/attachments/tutorials/170333d1313389037-user-account-create-cmd-1.jpghttp://www.sevenforums.com/tutorials/262-control-panel-view-home-all-items.html


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5.To Completely Reset Internet Explorer

A) If you also wanted to delete your personal settings, then check/tap the box as well, otherwise leave

the box unchecked. (see screenshot below)

NOTE:See the table at the top of the tutorial for what will be affected by this. You should check this fora complete reset though.

6.Click/tap on the Resetbutton. (see screenshot above)

7.Click/tap on the Closebutton. (see screenshot below)
http://www.sevenforums.com/attachments/tutorials/1973d1230708731-internet-explorer-reset-reset.jpghttp://www.sevenforums.com/attachments/tutorials/1972d1230708719-internet-explorer-reset-internet_options.jpg


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8.Click/tap on OK. (see screenshot below)

NOTE:You will not see this if you opened Internet Optionsfrom the Control Panel (step 2).

9.Close Internet Explorer.

NOTE:You will not need to do this if you opened Internet Optionsfrom the Control Panel (step

3) since it should alread be closed.

System Restore:

Restores the computer to a last restore point where the computer was working without the

problems (XP/Vista / Windows7)

Windows XP

Click Start, point to All Programs - Accessories - System Tools - System Restore.

OR

In Advanced Boot Options select safe mode with command prompt

And type the command %systemroot%\system32\restore\rstrui.exe

On the Select a Restore Point page, click on a bolddate on the calendar prior to the day of the

problem stated. There may also be a restore point for an earlier time on the same day. Try to

use a restore point as close as possible to a time just before the problem started. If the problem

persists, an earlier restore point can be used.
http://www.sevenforums.com/attachments/tutorials/1975d1230708748-internet-explorer-reset-restart_ie.jpg


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On the Confirm Restore Point Selection page, click next. System Restore restores the previous

Windows XP configuration, and then restarts the computer.

Windows Vista / Windows 7

Go to Start - All Programs - Accessories - System Tools - System Restore. Or press

The Windows Key on the keyboard, type Restore in the search box then press enter.\

Type the command in safe mode with command prompt

%systemroot%\system32\restore\rstrui.exe


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Choose a different restore mode

Choose a restore point and click on Next.

Now click yes to continue.


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The system will reboot and the following dialog box will appear if the restore was successful.

USING ADVANCED RECOVERY OPTIONS

In advanced boot options select Repair Your computer

Click the Next button on the next screen

It will ask you to login

Login as administrator

Will get the Recovery tools

Select system Restore

Ultra Surf ( Download & Install)

1.

Open the any browser (IE / Firefox / Chrome / Safari) and type the ULTRASURF.USat address

bar and hit Enter. (OR) Type thewww.ultrasurf.usat run box and hit Enter.

This Page will open, and then need

to click on Ultrasurf Freedownload

(which appear on the right had side

corner)
http://www.ultrasurf.us/http://www.ultrasurf.us/http://www.ultrasurf.us/http://www.ultrasurf.us/


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2.

The file will get download and asking for Run / Open / SAVE / Cancle. Click on Run / Open.

3.

You will get the pop up as below, then select the RUN form the below window.

4.

The bleow windows will open along with LOCK Icon (orange color) at right hand side on the

desktop.

5.

Then Minimize all the windows & start the taking remote asusual.

This Page will open, and then need

to RUN the file by (double click orRight click and Open) on the file

name Like U1203


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Operating System Reinstall /OSRI

XP/Vista/Win7/Win8 Upgrade

Windows XP:

Customer should have the Operating System Disk with the product key

Customer should have the Drivers Disk Set expectations that the data will be lost with the softwares already installed

Exceptions: Parallel reinstallation where already installed softwares are lost not the data

Steps to be followed

Ask customer to insert the disk and turn off the computer

And then while turning it on Tap F12 key will get the boot manager screen

Select the CD/DVD drive and hit the Enter Key

Next screen will be Press Any Key To Boot From CD press enter on this screen You will see the below screens


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Windows Vista/Windows 7

Customer should have the Operating System Disk with the product key

Customer should have the Drivers Disk

Set expectations that the data will be lost with the softwares already installed


Ask customer to insert the disk and turn off the computer

And then while turning it on Tap F12 key will get the boot manager screen

Select the CD/DVD drive and hit the Enter Key Next screen will be Press Any Key To Boot From CD press enter on this screen

You will see the below screens


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FACTORY RESTORE

Factory restore takes the computer back to the factory defaults settings i.e. first day when

customer bought the computer it will be taken back to that state. Different brands have

different key Strokes to restore it to the factory settingsKey Strokes

Dell - CTRL + F11

HP - F11 or F10

Toshiba - Press and hold 0and tap Power button once

Acer - ALT + F10

Gateway - ALT + F10 or F11 or R key at the system starts.

Asus - F9

Sony vaio - F10

Requirements

Need to inform the customer that the complete data including the softwares installed after

customer bought the computer will be lost and the computer will be taken back to the first day

when he bought the computer


Tap the given keys as soon as the customer starts the computer as per the brand

We will see the recovery manager screen

Select the Factory image restores option.

It will start the factory restore

After the completion it will ask to register with the manufacturer advise customer to fill

In all the details

Dell Factory Restore

Turn on the laptop and as soon as dell logo appears on the screen press on the F8 key.


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Select the first option Repair Your Computer and press on the Enter key.

Select your keyboard layout and press on the Next button.

Select your name from the drop down menu (you have to have administrative rights on this laptop).

Enter the password and press OK button.

Click on the Dell Factory Image Restore option in the next box.


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Finally, youll get the Dell Factory Image Restore box. Click Next and follow instructions on the screen.

HP Factory Restore

Turn on the computer and immediately press the F11 key repeatedly

Recovery Manager opens. Click NEXT

A Microsoft System Restore screen opens.


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Select No, I would like to see other options , and then click Next .

A System recovery screen opens.

Click Yes , and Next to continue the recovery process.

The Recovery Manager gives you the option of backing up your data files.

To continue recovery, select No , and then click Next .

A recovery progress screen opens. Wait while files are restored.


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When System Recovery is complete, click Finish .

The computer restarts and continues into Windows setup. Complete the setup screens and wait until

the computer finishes the setup.

Thoshiba Factory Restore

Press and hold the 0 (zero) key on your keyboard and then press the computers power switch. The

Toshiba HDD Recovery Utility screen will appear.

Note : Differs depending on the model Toshiba 0, F1, F8, or "F12"

Press 1 to restore your hard disk drive to its original factory default state.


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* A confirmation message will appear, indicating that all data will be overwritten and lost

during the restore process.

* Click Yes to begin the recovery.

* A message will appear once the operation is finished, indicating the HDD has been restored.

* Press any key to restart the computer.

Acer Factory Restore

Continue holding ALT and tapping F10 as the unit boots up.

Select Restore system to factory default

* Enter the password created when eRecovery was first started.

* Read the on-screen warning and choose Yes.

* Click Next. The recovery process will start.

* The computer restarts and continues into Windows setup. Complete the setup screens andwait until the computer finishes the setup.

GateWay Factory Restore

1. Remove all CDs or DVDs from the optical drives.

2. Turn off the computer, using the normal Windows shut down process.

3. After the computer is turned off, disconnect all USB devices except the keyboard and mouse.

This includes USB devices such as a printer, scanner, removable storage, or camera.

4.

Turn on the computer. After the Gateway BIOS logo appears, press ALT+F10. The easiest

method is to hold down the ALT key and repeatedly press the F10 key.Note: There is no prompt to press Alt+F10.


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5.

Windows loads files.

6.

The Please wait a moment screen is displayed.

7. In the Restore from factory default dialog box, click Next.


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8.

In the Destination Disk Information dialog box, click Next.

9.

In the Notice dialog box, click OK.

10.

The hard drive partition is created.


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11.

The factory default installation is copied to the hard drive.

12.

In the Finished dialog box, click OK.

13.

The Please wait a moment screen is displayed and the computer restarts.


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14.

Windows prepares to start for the first time. This may take a few minutes.

15.Windows continues setting up the computer.

16.

The computer restarts.

17.

In the Set Up Windows screen, click Next.


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18.

In the Please read the license terms screen, select the I accept the license terms check box for

each item, and then click Next.

19.

In the Choose a user name and picture screen, enter the appropriate information, and then

click Next.

20.

In the Type a computer name and choose a desktop background screen, enter the appropriate

information, and then click Next.


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21.

In the Help protect Windows automatically screen, click Use recommended settings.

22.

In the Review your time and date settings screen, select the appropriate settings, and then

click Next.

23.

In the Select your computer's current location screen, click the appropriate option.


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24.

In the Thank You screen, click Start.

25.Windows checks the computers performance. Depending on hardware, this process can take

up to 15 minutes to complete.

26.

Windows prepares the desktop.


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27.

The Gateway Recovery Management is installed.

28.

Installation is complete.

ASUS Factory Restore

Restart your ASUS laptop and press the F9 key while the computer is booting up. This willopen the boot screen. Select "Recover Windows to Entire HD" and press "Enter."

Press Y three times when asked if you are sure that you want to restore. The laptop will

restore the factory settings. The computer will then shut down and start up again.

Approve the license agreement, then select your Language preference. Enter your name

into the box and click Next.

Enter your password twice on the next screen and select Next. Enter the time zone and date

information, then select Next. Select Finish on the next screen and the computer will

reboot.

Upgrade Windows 7 to Windows 8

Step-by-step Guide

This step-by-step guide serves as a general guidance for users upgrading their current Microsoft

Windows 7 to Microsoft Windows 8. Please refer to this guide ONLY if you are conducting acompatible upgrade as following:

Microsoft Windows 8 upgrade plan

Users will be able to upgrade to Windows 8 Profrom Windows 7 Home Basic, Windows 7Home Premiumand Windows 7 Ultimatewhile maintaining their existing Windows settings,

personal files and applications.

Step 1 Preparation

Please run Windows Update first before install the upgrade. (This step will require a connection

to the Internet)


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1.1Press Start All Programs. When the program list shows, find Windows

Update and click to execute.

1.2Click Check for updates to download the necessary updates.

1.3Windows Updateis checking updates

1.4Install updates for your system.


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1.5

Some of the updates will require you to restart the computer. Please follow the instruction andre-start your computer. Repeat step 1.1-1.4 to obtain all essential updates until no new

important updates are available.

Step 2 Installing Windows 8

2.1

Upgrade option only works by Microsoft Windows 8 upgrade plan. Please confirm yourcurrent Microsoft Windows 7 version. If you are not sure, you can click Start Control

Panel System to see your current Microsoft Windows system. Besides that, you will also

need a DVD or BD reading device.

2.2

Insert the Windows 8 Installation Disc* in your DVD or BD reading device. Wait for the

AutoPlay windows to pop up. Click Run setup.exe to continue.


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You should obtain this installation disc though Microsoft Windows 8 Upgrade Programor a direct purchase of the retail boxpackage. GIGABYTE will NOTdeliver such disc to consumers.

2.3Windows 8 Installation will be prepared.

2.4

Before the installation, Windows will require you to type in the product Key. You should find

your product keyin your disc package. (If not, please contact your disc providers.)

2.5Check the I accept the license terms to continue.


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2.6

Choose what kind of upgrade you want and click Next. Please plug your AC adaptor to

proceed. Please DO NOTtake out the disc from DVD player before the installation is

completed.

2.7Windows will check if your system is ready to upgrade.

2.8Windows will notice if any Microsoft program is not yet compatible with Windows 8.


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2.9Uninstall the program and follow instruction by Windows 8 setup.

Step 3 Complete the Windows 8 Installation

3.1According the upgrade type you choose at step 2.6, windows may (not) direct you to

personalize setup.

3.2Once the Windows 8 desktop shows, your upgrade is complete.


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Welcome to Windows 8!

Booting Into Safe Mode on Windows 8

The trick is to hold the Shift button and mash the F8 key, this will sometimes boot you into the new

advanced recovery mode, where you can choose to see advanced repair options.

You will need to click on the Troubleshoot option.

Now select Advanced Options.


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Now choose the Windows Startup Settings option, by the looks of things we were never meant to

find Safe Mode.

Finally hit the Restart button.

Select the respective keys for the options mentioned .


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Win 8 Refresh / Reset

Note: Need to inform the customer that the complete data including the softwares installed

after customer bought the computer will be lost and the computer will be taken back to the

first day when he bought the computer

1.

If the custmer forgot the system login password, Please follow the steps to reset.2. Press & hold the SHIFTkey( dont leave until 3rdstep) and click on power icon which is appear

on the login screen.

3. The below window will appear then leave the SHIFTkey and select the

TROUBELSHOOT.

4. Select the Reset your PCfrom the below screen.

Hold the SHIFT key &

Restart the system by

pressing the power Icon.

Note: Do not leave the SHIFT key

until below window appear.


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5. Click on Nextat below window.

6. Click on Resetat below windows.

Internet Connectivity

Internet connectivityissue is such an issue that we get on daily basis.

Wired Internet Connection

Suppose if internet is not working in normal mode, try to restart the computer in

Try to unplug and plug back the Ethernet cable

Safe Mode Networking

Last known good configuration

Directory service restore modeIn case of Wireless Internet connectionask customer if he has an Ethernet cable where we can

connect his router and his computer with the help of it to access internet.


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Note: On each Call of Wired Internet connectivity problem Ask Customer if he/she has

already contacted ISP or not

If this does not works .. Try Flee Power

How to perform FLEE POWER???

In case of laptop

Turn of the laptop

Unplug the charger if connected to laptop

Ask customer to take out the battery

Press and hold the power button for 30 seconds

Ask customer to plug back the battery and connect the charger

Turn on the computer.

There is one more alternative ifflee powerdoes not works

Power CycleSometimes when you experience problems booting your computer or problems connecting to

the Internet over a high-speed connection, it becomes necessary to power cycle your

equipment before it will function properly again. Power cycling all of your equipment is a fast

and easy way to get things working again


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Shut Down your computer. If your system is completely locked up, you can press and

hold your computers power button for 5-10 seconds and the tower will turn off.

Unplug your computer. Unplug your computer by removing the cord from the power

supply. This is almost always the top black cord on your tower. If you are using a laptop

or notebook computer, remove your battery and then unplug the power cord from theunit. It is important that you unplug the cord from the computer.

Unplug your Internet equipment. Because different people have different home

networking situations. If you have High Speed Internet, you will have either a cable

modem, a DSL modem, or a satellite modem. Whichever you have, unplug the power

cord from the back of your modem. Some people with more than on computer in their

home may have an Internet router to split their high speed connection so each

computer can connect. If you have a router (typical brands include Linksys, Netgear, or

D-Link) please remove the power cord from this unit as well.

Wait 30 seconds. Once you have unplugged all of your equipment, wait 30 seconds for

any residual power to drain from your devices. You can help this process by pressing the

power button of your PC. Although the PC is not plugged in, pressing the power button

will help drain all left over power from the units motherboard.

Reconnect devices. Next you will need to reconnect all of your devices IN A SPECIFIC

ORDER.

First, plug in the power cord for your modem (if you have high speed internet). Wait for

the modem to have a solid Internet connection with your ISP. This can take as long as 2

minutes, so guys are patient. Next, plug in your router (if you have one). Wait for the

lights on the router to indicate it has established a good connection to your modem (this

could take up to 30 seconds). Finally plug your computer tower back in. If you use a

laptop, insert the battery and then plug the unit back in. Turn on your computer by

pressing the power button and allow it to boot fully.

The computer should now boot normally and you should be able to establish a

connection to the Internet over your high-speed connection.


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Few command lines

Pingwww.google.com(Try to ping a website) if the response is

Packets: Sent = 4 Received = 4 Lost = 0, it means internet is working from ISPs end

In such scenario, try to restart or power flees and it will work.

Below command is used to reset the Winsock.

Netsh Winsock reset

Below command is used to reset the TCP/IP

Netsh int ipv4 reset

Ip Release and renew

In order to Release / Renew an IP address, go to Start, then runand type in CMDto open

a new command prompt window.

To release an IP address, type in the following command:

Ipconfig /release

To renew an IP address, type in the following command:

Ipconfig /renew

The last option what we are left with isSYSTEM RESTORE
http://www.google.com/http://www.google.com/http://www.google.com/http://www.google.com/

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Basic Troubleshoots