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Can't ping default gateway IP address

The client can’t access the internet. For troubleshooting, we ask her to ping default gateway, for example, ping 192.168.1.254. She gets general failure. What we have done:

1. run netsh to enable autoconfig,

Restart the computer.

2. Run netsh to delete arp, for example

Restart the computer

3. Run netsh reset, for example

Restart the computer

4. Run admin command prompt, run DISM/SFC:dism.exe /online /cleanup-image /restorehealth

then

SFC /SCANNOW

Restart the computer.

5. Try to disable it by running this command;

netsh int ipv6 isatap set state disabled
netsh int ipv6 6to4 set state disabled
netsh interface teredo set state disable

6. Reset winsock

netsh i i r r

netsh winsock reset

Then reboot.

7. Run safe mode with network.

8. Try to disable the firewall or security software for a test.

9. Run network troubleshooting on Windows 10

10. Try another wifi USB adapter. It receives the good IP address, 192.168.1.163, DG 192.168.1.254. Still, can't ping 192.168.1.254.

Any other suggestion?

Good day! I'm Raniel, an Independent Advisor and a Microsoft user like you.

Kindly reset your DNS cache and reinstall your network adapter to troubleshoot the issue:
1. On the search bar, type "command prompt" and select Run as administrator
2. Type the following commands and press Enter after each command
ipconfig /flushdns
nbtstat -R
nbtstat -RR
netsh int reset all
netsh int ip reset
netsh winsock reset
3. Once done, type "devmgmt. msc" on the command prompt window to open Device Manager
4. Expand Network adapters > right click on your network adapter and select Uninstall device > the Delete the driver software for this device check box > Uninstall.
5. Perform a clean boot (this should also reinstall your network adapter). Please see https://support.microsoft.com/help/929135/how-t...
6. Double-check if your machine doesn't have any pending security patches: Kindly go to Start > Settings > Update & Security > Windows Update > Check for Updates. Also ensure that the necessary drivers for your machine are properly updated by getting them from the manufacturer's website. You may refer to this guide:
https://support.microsoft.com/help/4028443/wind...
7. Go back to Device Manager. Click on Actions and select scan for hardware changes, then check again

If that didn't work, kindly enable the "built-in" administrator account to isolate the issue:
1. On your search bar, type command prompt and select "run as administrator"
2. On the command prompt window, type net user administrator /active:yes and press Enter
3. Reboot your machine, then login to your admin account, and check if you'll encounter the same issue.
Note: If you don't encounter the issue on the built-in administrator account, I suggest that you create a new user account (go through the steps under "My computer is in a workgroup") . Please refer to this article as a guide: https://support.microsoft.com/help/14039/window...

I hope this helps. Good luck!

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Hi Raniel,

Thank you for the tips. However, as the subject mentioned: Can't ping default gateway IP address. It is not name resolution issue. I also mentioned we did safe mode with network, disable Security software, ran many netsh commands, and added another WiFi USB adapter for a test.

What I haven't mentioned is that we did uninstall and re-install the wifi driver.

Also, the wifi can get the good IP address from the HDCP on modem. We tried ipconfig /release and renew too. We tried setup statics IP address.

We just run DISM and FSC command, but they don't fix the problem.

The wifi can't ping the default gateway ip and other computers' IP.

All we are talking about here is IP address not name resolution.

Thank you!

Bob Lin, MCSE

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Hi chicagotech,

Apologies if the suggested methods didn't work for you.

I'm running out of options here. Let's see if someone else has a better idea with regards to this issue.

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Raniel,

I love to hear another suggestions before re-install the Windows. Thank you.

Bob Lin, MCSE

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Hi, my name is Jose. I'm an Independent Advisor and a Windows user like you. I'll be glad to help you today.

Could you share a print screen about items selected for both network properties?
If the computer has installed a third party antimalware, have you tried uninstalling it?

I'll be waiting for your feedback.

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Hi Jose,

1. This is the WiFi property.

2. I took this Surface from client and work it at home. It is the same problem. WiFi gets good IP address, but can't ping default gateway.

3. I do see Windows 10 21H1 update option. I am thinking I may download it from other PC and transfer it to this machine. Install the update. Hope this will fix the problem.

Bob Lin, MCSE

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Thank you.

You can try to update by going to https://www.microsoft.com/en-us/software-downlo..., then selecting the upgrade this pc option.

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Update: We fixe the problem by run Windows Recovery. Thank you for all help..

Bob Lin, MCSE

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Excellent. Do you need anything else?

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No, Thank you.

Bob Lin, MCSE

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Last updated May 19, 2024 Views 30,568 Applies to: