Endpoint Protection

Hi , could you please be a bit specfic what exactly you want ?

After getting rid of the virus that was on my computer (lsp.dll), my Microsoft Explorer is unable to connect to the internet.  I called my internet provider's technical suppot and "pinged" internet sites to verify that the computer is connecting.  I then downloaded Firefox and Google Chrome, and they cannot connect either.
Then I ran through the problem with my company's tech support (called back, at last).  After verifiying the internet connection, he said that if both browsers are not working either the virus is still there or it damaged the operating system and I would have to reload Windows.
Any advice?
Robert

???
What virus? Can you be more specific?

The 5 Steps of Virus Troubleshooting

http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2007011014341948

Can you provide a screenshot of the error shown on your IE browser?

I am not at that computer now, but it is a standard Microsoft Explorer screen that says "cannot connect...check web address, check internet connections...etc.
Thanks,
Robert

I went to the computer and the Mircrosoft Explorer Screen says "Cannot Connect To Internet Site.  Possible causes: problems at the website; typing error in the web address...Diagnostics...

Firefox gives a blank screen althogether.

Yesterday I went to CMD and the prompt, and used the ping command to verify the connection to the internet.  I ran the Antivirus Scan again and it did not find anything new. 
Any ideas on what to do?

Thanks,

Robert

 

So the virus is gone but you are not able to connect to the internet I guess..

Can you re-installI-Explorer?
 ADD/Remove Programs--Add remove Windows Components-Uncheck Internet explorer..next...
restart your computer again do the same thing but check the Internet explorer this time..

I also asked you to check if there is proxy cofigured in your computers ..can you check that as well..
Its better to continue the same discussion thread than opening a new one..as everybody will be aware of whats going on...

Please check your browser connection settings.

Tools>Internet Options>Connections>LAN Settings.

Are you using a Proxy Server for you LAN?

Yes, the virus is gone but I am not able to connect to the internet since it was detected.

I will try uninstalling/reinstalling Explorer.  I installed Firefox yesterday and it gives me a blank screen.

I have tried the proxt configuration by going to:   Tools, options, advanced, network tab. The NO proxy box was and is still clicked".

Thanks for your continued help!
Robert

The computer is a stand-alone at my home.  It is connected to the internet through the cable modem, and is not connected to anything else.

What should the LAN settings screen look like (which boxes should be checked?)

Thanks,

Robert

 

I would suggest you to call your ISP once..as they will guide you through some basic internet troubleshooting..
If that doesn't help can update us.. 

I called tech support at the ISP two days ago.  They were able to verify that the computer is connecting to the internet (through their system and the ping command to a website that returned an answer).  Once the tests showed the internet connection was not to blame, they said that was the end of what they could do and that it was a problem with the computer.
Thanks

Robert

 

Please check your ip address and see if you are able to ping  your Default Gateway or Not.

If you are not able to ping the Default Gateway the follow Vikram's Advice to contact ISP

No problem try out the steps mentioned above..
Also try pinging google.com so if it thats pinging .. 

I was able to ping yahoo and google sucessfully.

What should I enter at the command line to ping Default Gateway?

Thanks,

Robert

 

No need if you are getting replies from googles IP then gateway would be fine..its either check the proxy or re-install IE. 

Type ipconfig in the cmd prompt. It will give you the default gateway. ping it.

Since you are able to ping yahoo and google sucessfully it make no sense pinging the Default gateway.

it means that you are connected to the internet.

What AV product are you running?

https://www-secure.symantec.com/connect/forums/what-redegit-command-and-how-do-i-run-it

https://www-secure.symantec.com/connect/forums/virus-found-cannot-be-quarantined-cleaned-or-deleted-how-can-i-get-rid-it 

Ok I guess i have to ask too. You said you got rid of a virus on your computer right. What were the steps you took to "rid" yourself of this virus? Sometimes people think that by deleting the file that SEP hits as a virus they are "rid" of it. This is rarely the case. If you haven't already done so do a full scan in safe mode to make sure you are completely rid of the virus. Also make sure there are not any foreign processes currently running on your comptuer. Personally if it were me I would just wipe my comptuer and reinstall windows. I have an external harddrive that I can move all my files that I need to and then just wipe it. It might take you maybe 4 hours to do this if you have never done it before, but you might spend much longer than that trying to get this issue sorted. This all just depends on how diligant you have been about keeping track of install cd's and program keys for the software you already have installed. But if you already have all that just wipe it. Personally that is my advice but at the very least do a full scan in safe mode with system restore off.

Cheers
Grant

Adding to Grant's advice, Please install the latest rapid release before running Full Scan in safe mode.

ftp://ftp.symantec.com/AVDEFS/symantec_antivirus_corp/rapidrelease/

Adding to Grant's advice, Please install the latest rapid release before running Full Scan in safe mode.

ftp://ftp.symantec.com/AVDEFS/symantec_antivirus_corp/rapidrelease/

Same problem encountered I dont know if it is infected by a virus or what! I cannot connect to the internet I can ping the yahoo.com but failed to connect, i fthe virus exist why My SAV 10 cannot detect or block the virus, how can we resolve that?

Last night I tried to uninstall/reinstall Internet Explorer as recommended above.  As I was getting started, the SAV alert window detected a new virus:

C: system volume information\_restor{D0DC289-1775-4E84-B8F1-E813315EDAF}PR588\A0083888.dll

This time it was successfully quarantined.  I ran the full scan immediately, then ran it again in safe mode.  I have already downloaded the rapid release and run the scan earlier this week.  But I still got the IE message "Cannot Connect to the Internet..."

Then I tried to uninstall IE, so I went to the Control Panel, Add/Remove programs.  The list I get gives a list with checkboxes, but not a delete button.  Checking the box doesn't delete it.

Thanks,
Robert

 

First disable system restore follow this document to know how to do it..

http://support.microsoft.com/kb/310405


then uncheck IE click next and finish..it will remove IE>
Then again go back to the same place check IE ..next and finish

Check this for re-installing IE 6
http://support.microsoft.com/kb/318378

Thanks!  I will give it a try!
Robert

I would recomend two things to try

1st try winsock
http://www.snapfiles.com/get/winsockxpfix.html   download the tool from here and run it

then try iefix from http://windowsxp.mvps.org/IEFIX.htm  download 2 tools and run it 

also check your host file .no website names should be there.