Vista & Internet Connection Problems

I work at a small local ISP providing technical support to our
telephone/video/Internet customers and we have noticed a HUGE issue with
customers who purchased PCs/Laptops with Vista software and getting them
connected to the Internet.

Our steps include checking to see if the router is active on our server and
having the customer ping to us to verify connectivity. We verify a broadband
connection is present or walk the customer through setting one up.

The problem getting connected to the Internet appears to be an issue with
the Antivirus software, since after we have them disable the software we can
typically get them connected. This is not acceptable and we need to know
what we could possibly be missing that we can't get our customers connected
otherwise.

Any help/suggestions would be much appreciated.
--
Kim L.

Hello Kim,
I would do this:
1. short-term: use (off-site) a system with the Vista version and antivirus
software as the majority (or some) of your users employ, in order to
identify the problem in the antivirus and then help them configure _their_
systems properly;
2. long-term: give the users a questionnaire from which to find out the
antivirus solutions they use, in order to configure _your_ system.
Godspeed

Windows Vista Support WebCast:
Troubleshooting Network Issues on Windows Vista
http://support.microsoft.com/kb/927551


--
Carey Frisch
Microsoft MVP
Windows Shell/User

---------------------------------------------------------------

"Kim" wrote:

I work at a small local ISP providing technical support to our
telephone/video/Internet customers and we have noticed a HUGE issue with
customers who purchased PCs/Laptops with Vista software and getting them
connected to the Internet.

Our steps include checking to see if the router is active on our server and
having the customer ping to us to verify connectivity. We verify a broadband
connection is present or walk the customer through setting one up.

The problem getting connected to the Internet appears to be an issue with
the Antivirus software, since after we have them disable the software we can
typically get them connected. This is not acceptable and we need to know
what we could possibly be missing that we can't get our customers connected
otherwise.

Any help/suggestions would be much appreciated.
--
Kim L.

That is, if the customers do have an internet connection to view or download
that presentation through...

I mean, they are a "small local ISP" - I do not see them (or anyone) giving
complex details by phone to, say, 100 customers that want their problem
solved yesterday. That is, repeating on the phone the recommendations in the
presentation. All in all, I'd say they must use all the suggestions we can
put here.

You don't say the name of the Anti-Virus!!!!!!!!

If it is NOT the Windows Anti-Virus, but Norton, McAfee, etc, contact
THEM!!!!!!!

They wrote their own Anti-Virus Programs to make money; get them to solve
the problems with their product!!!!!!!!!!

"Kim" wrote:

> I work at a small local ISP providing technical support to our
> telephone/video/Internet customers and we have noticed a HUGE issue with
> customers who purchased PCs/Laptops with Vista software and getting them
> connected to the Internet.
>
> Our steps include checking to see if the router is active on our server and
> having the customer ping to us to verify connectivity. We verify a broadband
> connection is present or walk the customer through setting one up.
>
> The problem getting connected to the Internet appears to be an issue with
> the Antivirus software, since after we have them disable the software we can
> typically get them connected. This is not acceptable and we need to know
> what we could possibly be missing that we can't get our customers connected
> otherwise.
>
> Any help/suggestions would be much appreciated.
> --
> Kim L.

Carey Frisch; you are the ONLY clown here that gives yourself a "tick" for
being so-called correct at nearly every post you reply to.



Get a life!






"Carey Frisch [MVP]" wrote:

> Windows Vista Support WebCast:
> Troubleshooting Network Issues on Windows Vista
> http://support.microsoft.com/kb/927551
>
>
> --
> Carey Frisch
> Microsoft MVP
> Windows Shell/User
>
> ---------------------------------------------------------------
>
> "Kim" wrote:
>
> I work at a small local ISP providing technical support to our
> telephone/video/Internet customers and we have noticed a HUGE issue with
> customers who purchased PCs/Laptops with Vista software and getting them
> connected to the Internet.
>
> Our steps include checking to see if the router is active on our server and
> having the customer ping to us to verify connectivity. We verify a broadband
> connection is present or walk the customer through setting one up.
>
> The problem getting connected to the Internet appears to be an issue with
> the Antivirus software, since after we have them disable the software we can
> typically get them connected. This is not acceptable and we need to know
> what we could possibly be missing that we can't get our customers connected
> otherwise.
>
> Any help/suggestions would be much appreciated.
> --
> Kim L.

Carey - Thank you for the link. Unfortunately, it only kind of helps. We
are dealing mostly with OLD people with Vista and trying to get them through
the diagnostics would be very cumbersome for them and extremely painful for
us, not to mention time consuming. Our role is NOT to troubleshoot their pc,
but to make sure the connection to our equipment is working properly.

Mick - I hate to refer the customer back to either Microsoft or Norton
(which apparently is loaded on the computers at the store) for something that
may not be the problem.

I did contact Norton and of course the tech said he was unaware of any
issues with their software blocking the Internet connection when loaded as
is. However, like I said, if we disable Norton (or any other anti-virus
software) or run netsh winsock reset catalog, getting to the network is fine.
--
Kim L.


"Carey Frisch [MVP]" wrote:

> Windows Vista Support WebCast:
> Troubleshooting Network Issues on Windows Vista
> http://support.microsoft.com/kb/927551
>
>
> --
> Carey Frisch
> Microsoft MVP
> Windows Shell/User
>
> ---------------------------------------------------------------
>
> "Kim" wrote:
>
> I work at a small local ISP providing technical support to our
> telephone/video/Internet customers and we have noticed a HUGE issue with
> customers who purchased PCs/Laptops with Vista software and getting them
> connected to the Internet.
>
> Our steps include checking to see if the router is active on our server and
> having the customer ping to us to verify connectivity. We verify a broadband
> connection is present or walk the customer through setting one up.
>
> The problem getting connected to the Internet appears to be an issue with
> the Antivirus software, since after we have them disable the software we can
> typically get them connected. This is not acceptable and we need to know
> what we could possibly be missing that we can't get our customers connected
> otherwise.
>
> Any help/suggestions would be much appreciated.
> --
> Kim L.

"Mick Murphy" wrote:

> You don't say the name of the Anti-Virus!!!!!!!!
>
> If it is NOT the Windows Anti-Virus, but Norton, McAfee, etc, contact
> THEM!!!!!!!
>
> They wrote their own Anti-Virus Programs to make money; get them to solve
> the problems with their product!!!!!!!!!!
>
> "Kim" wrote:
>
> > I work at a small local ISP providing technical support to our
> > telephone/video/Internet customers and we have noticed a HUGE issue with
> > customers who purchased PCs/Laptops with Vista software and getting them
> > connected to the Internet.
> >
> > Our steps include checking to see if the router is active on our server and
> > having the customer ping to us to verify connectivity. We verify a broadband
> > connection is present or walk the customer through setting one up.
> >
> > The problem getting connected to the Internet appears to be an issue with
> > the Antivirus software, since after we have them disable the software we can
> > typically get them connected. This is not acceptable and we need to know
> > what we could possibly be missing that we can't get our customers connected
> > otherwise.
> >
> > Any help/suggestions would be much appreciated.
> > --
> > Kim L.

I have read every forum, contacted everyone I know, but I still have no
answer to the problem with my new Vista laptop. While I can get to just about
every site, use email, listen to a Toronto radio station etc., the following
do not work and send me the message "check your connections". AVG update
program, BeInSync software login, Windows Live Messenger. Everything works
fine on my main computer (XP), but not on the laptop. I have tried
deactivating Windows Fire Wall, uninstalling AVG, Norton, nothing works. In
my network data, IPv4 is showns as Internet, IPv6 as "limited". Both get
automatic IP allocation. Is there anythingt else I can try other than getting
XP installed on my laptop?

I am having this same problem. Can anyone tell me how to fix it?

"Kim" wrote:

> I work at a small local ISP providing technical support to our
> telephone/video/Internet customers and we have noticed a HUGE issue with
> customers who purchased PCs/Laptops with Vista software and getting them
> connected to the Internet.
>
> Our steps include checking to see if the router is active on our server and
> having the customer ping to us to verify connectivity. We verify a broadband
> connection is present or walk the customer through setting one up.
>
> The problem getting connected to the Internet appears to be an issue with
> the Antivirus software, since after we have them disable the software we can
> typically get them connected. This is not acceptable and we need to know
> what we could possibly be missing that we can't get our customers connected
> otherwise.
>
> Any help/suggestions would be much appreciated.
> --
> Kim L.