Update KB915597 - no internet access.

Hi all,

After installing the update KB915597 (Definition 1.159.834.0) I have been unable to access the internet of any WiFI network (except when I tether my smart phone's 3g internet).

System:

Windows 7 Home Premium 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.130801-1533)
Lenovo U300s
Intel(R) Core(TM) i5-2467M CPU @ 1.60GHz (4 CPUs), ~1.6GHz
4GB RAM
Kaspersky Lab - anti-virus software

I have read ALL the other threads about this issue on this forum, and nothing has worked.
I've tried the following with no success:
  • I've tried uninstalling the update, but it can't be removed.
  • I tried doing a system restore, but I don't have restore points (I've no idea why)
  • I've booted my computer in Safe Mode with Networking
  • I did a clean boot
  • Updated the latest drivers for my network adapter
  • Reset my network adapter.
  • Disabled Windows Defender
Can anyone shed any light on this issue?

Also, please let me know if I need to supply any more information.


Best wishes,

Eamonn

Hi Eamonn,

 

I appreciate the steps that you have tried to resolve the issue.

 

1. Have you installed Norton/McAfee before on the computer?

2. Do you receive any un-wanted pop-ups or security warning messages?

 

This issue normally occurs when there is any conflicts with the antivirus program installed. If you have installed Norton/McAfee before on the computer, you may have to confirm if the program is completely uninstalled from the computer.

 

If you do not have the above antivirus programs installed, you may uninstall Kaspersky from the computer and check with the issue.

 

Note: I would recommend you to use the removal utility provided by the respective programs.

 

Also, open the Event viewer to check for the exact error message:

 

Event Viewer is a tool that displays detailed information about significant events (for example, programs that don't start as expected or updates that are downloaded automatically) on your computer. Event Viewer can be helpful when troubleshooting problems and errors with Windows and other programs.

 

For more information, see:

 

What information appears in event logs (Event Viewer)?

http://windows.microsoft.com/en-US/windows7/What-information-appears-in-event-logs-Event-Viewer

 

Refer this link to open the Event Viewer:

 

Open Event Viewer

http://windows.microsoft.com/en-US/windows7/Open-Event-Viewer

 

Hope this information helps. Reply with the status so that we could help you further.

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Hi Winston,

Thank you for your reply. 

I've not had Norton or McAfee installed on my computer before, and received no pop-ups or security messages. I followed your advice in uninstalling Kaspersky but this had not solved the issue.

I am still unable to connect to any wireless network - it still says "no internet access", and is unable to identify the network (despite being connected to it).

I appreciate your advice using "event viewer" to identify the error message. However, I have no idea what I am actually looking for. 

I really need this issue to be resolved ASAP because the use of my laptop's internet is detrimental to my work. Is there any information  that I can send to you that will help get to the root of the problem?

Best wishes

Eamonn

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Hi Eamonn,

 

Thank you for replying with the status.

 

What happens when you tried to uninstall the update? Is this computer connected to a network?

 

I would suggest you to uninstall the update with the help of this article.

 

Remove an update

http://windows.microsoft.com/en-in/windows7/remove-an-update

 

 

Hope this information helps.

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Please provide a copy of your System Information file. Type System Information in the Search Box above the start Button and press the ENTER key. Select File, Export and give the file a name noting where it is located. The system creates a new System Information file each time system information is accessed. You need to allow a minute or two for the file to be fully populated before exporting a copy. Please upload to your Sky Drive, share with everyone and post a link here. Please say if the report has been obtained in safe mode.

 

Please upload and share with everyone copies of your System and Application logs from your Event Viewer to your Sky Drive and post a link here.

 

To access the System log select Start, Control Panel, Administrative Tools, Event Viewer, from the list in the left side of the window select Windows Logs and System. Place the cursor on System, select Action from the Menu and Save All Events as (the default evtx file type) and give the file a name. Do the same for the Applications log. Do not provide filtered files.

 

For help with Sky Drive see paragraph 9.3:
http://www.gerryscomputertips.co.uk/MicrosoftCommunity1.htm

Gerry
Stourport-on-Severn, Worcestershire, England
Enquire Plan Execute

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Hi Gerry,

Thanks so much for your kind and helpful reply.

Here are the links you asked for:

System Information: http://sdrv.ms/19yqedY

Event log - System: http://sdrv.ms/19yq6uZ

Event Log- Application: http://sdrv.ms/15UaRS3


Thanks again! I look forward to resolving this issue :)

Best wishes

Eamonn



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Hi Winston,

You will see in the message above that I have posted more information about my system and my event logs. As you will see there is a recurring error on the system when I try to connect to a wifi network - this started happening after installing the update that I mentioned in my first message. I also mentioned that it is not possible to remove this update.

Hopefully this issue can be resolved swiftly.

Best wishes

Eamonn

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Hi Eamonn,

 

Have you tried a System Restore?

 

Do let us know if that works.

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Last updated December 4, 2019 Views 408 Applies to: