IP is hidden? I cannot hook up to the internet..say my IP is hidden..NEED HELP

[Teri02]

Hi,
My name is Teri. I have just now...02.11.14, joined your group and let me tell you, I NEED YOUR HELP! I have another computer, an ASUS, Windows 7, 64 Bit laptop that I normally do not use. However,I will run it at least once a week to be sure it stays updated with the Windows and AVG updates.
 
However, about three weeks ago, I attempted to go on the internet....no luck. When I tried I got a message saying that my IP address was "hidden". The first thing I did was call AVG. There were several times that I would notice that computer and web browsing were showing as "unprotected" while everything else showed "protected". My suspicion's were that while unprotected, somehow a virus had gotten into my system..........AVG attempted...actually did very little to help me. However, they never denied and actually said that it was entirely possible that it happened as I suggested.....
 
I have worked tirelessly for days now...with techs that installed malware protection on this laptop (ParetoLogic Privacy Controls) (Please tell me if they are Okay to do business with...).  All to no avail.
 
Can anyone tell me how I can restore my IP or, get a new IP?
 
So far I've tried: plugging my laptop directly into the router, then restarting both. restarting laptop in safe mode (cannot remember what we did there), went to start, typed in something...(I'm really sorry, at the time, I was extremely tired and I am in no way, shape or form, a computer person, so please forgive me) we did type in some commands such as IP reset reset enter...of course that was not all of the command. I just trying to convey that I've done many things and still nothing. I have worked for days, sometimes up to eight hours at a time.
 
I'm also getting a message that says "The settings saved on this computer for the network do not match the requirements of the network".
 
Please help me...I suppose my next venture will be to take it to somewhere / someone. I HATE doing that! Please, someone, I'm really needing your help.
 
Teri

[daledoc1]

Hello and , Teri02:
 
It sure sounds as if you've had a very rough time of it.
 
If you can't get on the net with the affected rig, I presume you are online here from a different computer or a mobile device (smartphone)?
 
The staff/experts will need a bit of basic system info to start the troubleshooting process.
 
>>>Please follow the instructions below and post back with BOTH logs attached to your next reply.
They will serve as a starting point.
 
>>>Also, can you please provide the links to any other forums or websites where you have received or are still receiving help?
That will also assist the staff to know what's been done already.
 
Thanks,
 
daledoc1
(P.S. This post is not in the correct section of the forum, so the mod team will likely move it to a more suitable area.)
 
---------------------------------

DDS Instructions

Download DDS from one of the locations below and save it to your Desktop:
dds.scr
dds.com


Temporarily disable any script blocker if your Anti-Virus/Anti-Malware has it.
How To Temporarily Disable Your Anti-virus, Firewall And Anti-malware Programs

Once it is downloaded, you can disconnect from the Internet and disable your Ant-Virus temporarily if needed.
Then double click dds.scr or dds.com to run the tool.
Click the Run button if prompted with an Open File - Security Warning dialog box.
A black DOS console should open and run for a moment.

• When done, DDS will open two (2) logs:
  • DDS.txt
  • Attach.txt

• Save both reports to your desktop
• Please attach both of the following logs to your next reply: DDS.txt and Attach.txt
  You can ignore the note about zipping the Attach.txt file in most cases.

[David H. Lipman]

I have never heard of a "hidden IP" outside of the context of anonymity using a Proxy or a network such as Tor and I do not understand why you chose posting here in Malwarebytes Anti-Malware Help which is the Malwarebytes product support sub-forum when I don't even see you writing that you have Malwarebytes installed.

 

If you have a problem accessing the Internet and using the TCP/IP protocol then the first objective must be to diagnose the TCP/IP stack and the media hardware and not throw software at the problem such as Paretologic's software.

 

If you are still having problems then this first place to start is by restoring the system to a System Restore break point created before the system started having trouble.  That is if the problem was first noted on February 4 then restore the system to a System Restore break point created of February 2 or February 3.  Then we can "tackle" such as aspects such as...

 

* Make and Model of the affected computer

* Make and model of your Router

* Who is your Internet Service Provider (e.g. AT&T, Optimum, Time Warner, etc) and what kind of service they provide (Wireless Broadband, xDSL, Cable, FiOS, etc)

[daledoc1]

Hi, DHL:

 

AdvancedSetup actually moved the post here from the "Comments and Suggestions" area.

 

Cheers,

 

daledoc1

[David H. Lipman]

Thanx Daledoc1

 

I had not noticed. 

[daledoc1]

You could not have known, unless you had been burning the midnight oil.

 

@Teri02:  Please post back with the DDS logs and DHL's requested information, so that someone can assist you.

 

Thanks!

 

daledoc1

[Teri02]

You could not have known, unless you had been burning the midnight oil.

@Teri02: Please post back with the DDS logs and DHL's requested information, so that someone can assist you.

Thanks!

daledoc1

[Teri02]

Will do...

[David H. Lipman]

Feedback would be nice...

[Teri02]

Hi Dale,

I'm not quite certain I understand exactly what it is you are asking me to do. You are asking me to "download" something on a laptop that will not allow me to connect to the internet. What am I missing? Please advise.

I'm very excited in going forward with you.

Thanks,

Teri

[David H. Lipman]

Please do what I asked in Post #3

 

 

If you are still having problems then this first place to start is by restoring the system to a System Restore break point created before the system started having trouble.  That is if the problem was first noted on February 4 then restore the system to a System Restore break point created of February 2 or February 3.  Then we can "tackle" such as aspects such as...

 

* Make and Model of the affected computer

* Make and model of your Router

* Who is your Internet Service Provider (e.g. AT&T, Optimum, Time Warner, etc) and what kind of service they provide (Wireless Broadband, xDSL, Cable, FiOS, etc)

[Durew]

Hi Teri02,

 

Just to be sure. Do you know how system restore works?

If not, please tell us and we'll walk you through it or find a good guide to help you.

 

Edit: How about this one?

http://www.sevenforums.com/tutorials/700-system-restore.html

(adressaquired via this post)

 

As always, if you have any questions or run into any problem, please post & ask.

[daledoc1]

 

If you can't get on the net with the affected rig, I presume you are online here from a different computer or a mobile device (smartphone)?

 

The staff/experts will need a bit of basic system info to start the troubleshooting process.

 

Please do what I asked in Post #3

 

I'm not quite certain I understand exactly what it is you are asking me to do. You are asking me to "download" something on a laptop that will not allow me to connect to the internet.

 

Hi, Teri02:

 

Sorry you are are confused.

 

Per my request for DDS logs:

If you are able to access the forum, then one can assume you have another computer or mobile device to access the internet?

You can use a USB flash drive (aka thumb drive or "USB stick") to download and transfer the tools & logs back & forth to/from the affected computer.

The information provided would assist the staff in diagnosing the problem and in pointing you to the correct area of the forum for help, either PC Help or Malware Removal.

 

Having said that, EVEN IF if you are unable to do that in order to provide the DDS logs, PLEASE at least provide the information David H Lipman requested.

He is a networking expert and can use that info to start trouble-shooting and likewise to refer you to the correct area of the forum for detailed help.

 

EDIT to remove inaccurate info: I apologize for having misread David H Lipman's original reply. 

 

As there now seem to be a lot of "cooks" and it might be creating confusion, I will defer on further assistance for your problem to the staff and experts.

EDIT for clarity: If you could please proceed with the advice David H Lipman requests, that would be a good starting point.

 

Once again, I apologize for the confusion and wish you well.

 

Thanks,

 

daledoc1

[Teri02]

Dale,

I apologize for creating such a fuss...again, I must stress to everyone...I am completely ILLITERATE with computers!!! I am amazing with what I can do with one...but useless on the inner workings.

Just to be sure of what I am doing, I am to download (from my working computer) DDS from either dds.scr or dds. com Save to Desktop

Once DDS is downloaded, I am to disconnect the internet (not sure how to do this) as well as disable AVG (can do).

I then double click dds.scr or dds.com to run tool.

At what point do I transfer data to the affected computer? Do I continue on? Or, is it at this point, that I pull my flash drive and insert it into the other, disabled computer?

Anxiously awaiting your response.

Teri

[daledoc1]

Hi, Teri02:

 

Absolutely no need to apologize -- computers can be very confusing and nerve-wracking.

I am just a home user, too.

 

Since David H. Lipman -- one of our resident forum experts -- has made some specific recommendations, it would probably be best if you would please stick with his advice.

If he needs to see the DDS logs, he'll walk you through the process.

Or perhaps he'll be able to get the "bad" computer working well enough that it will restore the internet connectivity.

That will greatly facilitate any subsequent scans and repairs.

 

>>I'm not abandoning you, but it would be best if only 1 person at a time (an expert) helps you.  All I had tried to do was obtain some basic logs to help the pros get started...<<

 

 

Take care,

 

daledoc1