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HP Recommended
HP Chromebook x360 - 14c-ca0053dx
Chrome OS

Hello, I'm having a pretty hard time getting my Chromebook to ping my gateway.. Long story short its been 4 days 2 rollbacks and 1 ISP technician and still the same issue. I ran a diagnostic and ill put it here for ya'll to see in hopes someone can help. I mostly use it to cloud game watch youtube and email, and it makes it next to impossible to do anything. Thanks in advanced, have a good one. 

 

=== System ===

--- Memory Usage ---
Total Memory (kib): 8026252
Available Memory (kib): 6787932
Free Memory (kib): 6219912

--- Cpu Usage ---
Usage User (%): 1
Usage System (%): 0
Usage Free (%): 97
Avg Temp (C): 43
Current scaled frequency (kHz): 1727101


--- Test Routines ---

No routines of this type were run in the session.

=== Networking ===

--- Network Info ---

Name: SpectrumSetup-49
Type: WiFi
State: Online
Active: True
MAC Address: 34:2E:B7:A0:CD:DC
Signal Strength: 91
Frequency: 5220
SSID: SpectrumSetup-49
BSSID: C8:B4:22:20:A5:48
Security: PSK (WPA or RSN)
Gateway: 192.168.1.1
IP Address: 192.168.1.234
Name Servers: 192.168.1.1
Subnet Mask: 255.255.255.0

--- Test Routines ---

3/16/22, 12:39:59 PM - GatewayCanBePinged - Started
3/16/22, 12:40:03 PM - GatewayCanBePinged - Failed
3/16/22, 12:40:03 PM - LanConnectivity - Started
3/16/22, 12:40:04 PM - LanConnectivity - Passed
3/16/22, 12:40:04 PM - ArcPing - Started
3/16/22, 12:40:05 PM - ArcPing - Unable to run
3/16/22, 12:40:05 PM - DnsResolverPresent - Started
3/16/22, 12:40:06 PM - DnsResolverPresent - Passed
3/16/22, 12:40:06 PM - DnsResolution - Started
3/16/22, 12:40:07 PM - DnsResolution - Passed
3/16/22, 12:40:07 PM - DnsLatency - Started
3/16/22, 12:40:08 PM - DnsLatency - Passed
3/16/22, 12:40:08 PM - ArcDnsResolution - Started
3/16/22, 12:40:09 PM - ArcDnsResolution - Unable to run
3/16/22, 12:40:09 PM - SignalStrength - Started
3/16/22, 12:40:10 PM - SignalStrength - Passed
3/16/22, 12:40:10 PM - CaptivePortal - Started
3/16/22, 12:40:11 PM - CaptivePortal - Passed
3/16/22, 12:40:11 PM - HasSecureWiFiConnection - Started
3/16/22, 12:40:12 PM - HasSecureWiFiConnection - Passed
3/16/22, 12:40:12 PM - HttpsFirewall - Started
3/16/22, 12:40:14 PM - HttpsFirewall - Passed
3/16/22, 12:40:14 PM - HttpFirewall - Started
3/16/22, 12:40:15 PM - HttpFirewall - Passed
3/16/22, 12:40:15 PM - HttpsLatency - Started
3/16/22, 12:40:16 PM - HttpsLatency - Passed
3/16/22, 12:40:16 PM - ArcHttp - Started
3/16/22, 12:40:17 PM - ArcHttp - Unable to run

--- Network Events ---

3/16/22, 12:39:59 PM - WiFi network [34:2E:B7:A0:CD:DC] started in state Online

6 REPLIES 6
HP Recommended

@IDKAM --  I'm having a pretty hard time getting my Chromebook to PING my gateway

 

Does this mean that you have no Internet access ?

 

All the values you cited seem "normal":

 

Name: SpectrumSetup-49
Type: WiFi
State: Online
Active: True
MAC Address: 34:2E:B7:A0:CD:DC
Signal Strength: 91
SSID: SpectrumSetup-49
Security: PSK (WPA or RSN)
Gateway: 192.168.1.1
IP Address: 192.168.1.234
Name Servers: 192.168.1.1
Subnet Mask: 255.255.255.0

 

So, if you take your Chromebook to some "free public WiFi" location (Starbucks? Tim Hortons?) and connect, can you PING that WiFi network's gateway?  Or, if you take your Chromebook to a friend's home, where your friend is NOT a customer of SPECTRUM, can you connect and then PING their gateway?

 

It is possible that your SPECTRUM-provided gateway is configured to NOT respond to PING requests

 

Finally, if you use your web-browser to access:  http://192.168.1.1

does your web-browser display the "login" page for the gateway, to show that HTTP/HTTPS connections can be made to your gateway?

 

 

 

HP Recommended

I’m honestly a little confused by this whole situation. I’m connected to my WiFi router but not the modem and excuse me if this sounds bad but I’m not a pro at this, my service has to pass through my gateway before it reaches the router I believe and that being messed up is concerning.  
 
No I haven’t connected to any public WiFi hotspots recently or taken it anywhere, It pretty much stays in my room. 
 

When I try to access the modems page I’m locked out by a captive portal. Or I get the error request_denied

HP Recommended

@IDKAM --  I’m connected to my WiFi router but not the modem

 

What is your setup? 

For many customers, your Internet Service Provider sells/leases just one "box" to you.

That box is a "combination" box, being a wired router (4 Ethernet ports), and a wireless router (up to 200 simultaneous WiFi connections) and a modem ("modulator-demodulator") that converts the signal incoming to the box (cable or DSL or fibre-optic media) to the networking protocols that your computer can use, namely TCP/IP.

So, did your ISP supply one box or two boxes?

 

My service has to pass through my gateway before it reaches the router.

 

It depends. Incoming traffic from the Internet first reaches the modem/gateway, and then the converted signal goes through your router, to one of the wired/WiFi devices inside your home network.

Outgoing traffic from any of your computers first reaches your network, and then is converted by the modem/gateway, to go out, through cable or DSL or fibre-optic, to the Internet.

 

No I haven’t connected to any public WiFi hotspots recently or taken it anywhere

 

I am asking you to do that, to see if your computer can PING that system's router.

 

When I try to access the modems page I’m locked out by a captive portal. Or I get the error request_denied

 

That is strange.  Please explain your setup, because you usually find a "captive portal" only at a "public WiFi" location, not in equipment provided for your home network.  More details, please, about your setup, are needed.

 

 

HP Recommended

Thank you for the reply, sorry for the late response.

 

I have two boxes, a modem with a Male coax, one Ethernet, and (Excuse me if i say this wrong) 2 telephone ports then the router with the normal 4 Ethernet and 1 USB ports.  

 

I stopped trying to use WiFi altogether in all honesty. I noticed that my ISP offers WiFi hotspots for customers locally so i bought an Ethernet adapter for my laptop thinking that that could be part of the issue and it's working fine. Great actually, the issue with the WiFi isn't fixed though. I don't know what to do about that as my troubleshooting knowledge is exhausted.

 

 

HP Recommended

There used to be a home phone tied into the network, online voicemail and calling I believe, that has been removed before i bought my laptop. Not sure if that could have caused any issues?

HP Recommended

@IDKAM --  I have two boxes, a modem with a Male coax, one Ethernet, and (Excuse me if i say this wrong)

2 telephone ports

 

That is not a box that I am familiar with, but I presume that it has two major functions:

* converting the incoming signal, over coaxial cable, to the TCP/IP protocol that is the Internet, and sending the converted signal to your Ethernet router;

* an adapter for converting the incoming signal, over coaxial cable, to become a VOIP ("voice over Internet Protocol) adapter, to allow you to have 2 telephone lines, e.g., one for "voice" and one for your FAX machine (or the FAX adapter inside your Multifunction Printer).

 

then the router with the normal 4 Ethernet and 1 USB ports.  

 

Does the router have one "input" Ethernet port, and 4 "output" ports? 

This router (what manufacturer and what model-number)

also provide a WiFi network inside your residence?

Was the router leased/supplied to you by your Internet Provider, or did you purchase it separately?

 

Have you tried this "experiment":

1. power-off the box with the coaxial-input;

2. disconnect the Ethernet cable from your router box;

3. connect an Ethernet cable from your computer directly to the "coaxial" box;

4. power-on the box with the coaxial-input;

5. restarting your computer.

 

Now, does the Internet work correctly on your computer?

If so, then that "coaxial" box is working fine.

The focus now shifts to that 4-port router as being your issue.

Did your ISP supply that router? 

Have the ISP ever swapped it?

Have you ever replaced it by some other router, and configured its built-in WiFi, and tested the WiFi?

 

I stopped trying to use WiFi altogether in all honesty. I noticed that my ISP offers WiFi hotspots for customers locally so i bought an Ethernet adapter for my laptop thinking that that could be part of the issue and it's working fine.

 

Hmm. Maybe, the WiFi adapter inside your computer was the cause of the problem, and by bypassing it, you have solved your problem.

 

the issue with the WiFi isn't fixed though.

 

Hmm. Now that you have a bypass, do you need it to be fixed?

 

If you take your laptop, without your alternate WiFi adapter, to a public WiFi location, e.g., Tim Hortons or Starbucks or McD's, can you get a good connection to their WiFi network with the original WiFi adapter inside your computer?

 

 

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