At my wits end with IPv4 connection issue.... HELP!

Hello all,

My wife's laptop, a Dell Inspiron 5755 (service tag 848Z9G2) running W10 Home, suddenly will not connect to the internet. It will connect to our home WiFi network without any problems but no further. I can connect a cable from the router and get internet access though.

She claims that she has not installed any new apps but does let it do Windows updates but she is not sure when the last one was installed. I have my laptop that I am using here that works fine as well as every other WiFi connected device in our house. I have reset the Spectrum cable internet modem several times as well as my Netgear Nighthawk router which I did a firmware update after she started having this problem so all of that is up to date as far as I know. She even did a Windows reset procedure and that did not help

Her laptop is using the Qualcomm QCA9565 WiFi and Bluetooth adapter which indicates that it is using the latest and best driver available.

I have determined that there is no IPv4 connection as indicated in the WiFi Status screen. So, I have scoured the internet looking for a fix and I have tried everything that I can find on this issue but the problem has remained.

I have flushed the DNS cache, reset stuff, cleared this and that and rebooted this laptop to death and I still have not gotten this resolved. I hope that one of you gurus/geniuses can send me the magic solution for this.

Thanks in advance for any and all help with this.

Bree said:

Sounds like it is not getting the DHCP settings automatically when it connects to the router by WiFi.
Try going into Settings > Network & Internet > WiFi > Manage known networks and tell it to forget the current connection.

Attachment 308164

Then reconnect to the WiFi, providing the network key when asked. This should create a new connection with all the normal defaults.

Thank you for the new suggestion. Unfortunately, that did not help either. I have run the diagnostics again letting it reset the WiFi adapter once again and after rebooting, there is no change.

I am beginning to wonder about the WiFi adapter in a way but since it does connect to the WLAN, I guess it is OK.

Interesting thread here, suggesting uninstalling and reinstalling antivirus software, also making sure your Bluetooth drivers are installed correctly too. I'm assuming you an turn the wifi on or off with Fn+F2, if not Dell Quickset might need installing.

Perky2012 said:

Interesting thread here, suggesting uninstalling and reinstalling antivirus software, also making sure your Bluetooth drivers are installed correctly too. I'm assuming you an turn the wifi on or off with Fn+F2, if not Dell Quickset might need installing.

Thank you for your reply and suggestion. However, there is no antivirus software installed other that the built in Windows Defender. I have tried turning off the built in firewall and that did not help. The WiFi adapter is working as the laptop is connected to the home network. It just does not connect to the internet. I will try installing the Dell Quickset and I will check into the Bluetooth drivers as well. Thanks again.

Open a cmd prompt type

ipconfig /all
tracert 1.1.1.1
tracert adobe.com

post all results

Please download and save FRST 64bit or FRST 32 bit to your Desktop.

Just a moment...

Right click to run as administrator (XP users click run after receipt of Windows Security Warning - Open File). When the tool opens click Yes to disclaimer.
Make sure that Addition option is checked.
Press Scan button.
It will produce a log called FRST.txt in the same directory the tool is run from.
Please copy and paste log back .
The first time the tool is run it generates another log (Addition.txt - also located in the same directory as FRST.exe/FRST64.exe).

Post both results from this scan

@Samuria, Thank you so much for your help. I am assuming that the three things you want me to run in the command prompt are separate. I can run them but how do I copy and save them? There appears to be no way to do that.

Please excuse my lack of knowledge in this. I am just not experienced in this level of troubleshooting.

Thanks again.

- - - Updated - - -

It took me a minute to figure it out but I am working on getting the files you asked for.

- - - Updated - - -

Here are the files you asked for. I hope I got everything you need. Thank you so much for your time and help with this nightmare.

Perky2012 said:

You're welcome. Someone's going to hit the magic fix button soon Not accessing the internet but acessing locally, and you say not an IPV4 address? Is your DHCP server set to enable IPV6? it sounds like IPV6 has been used on that interface allowing local access but something is broken in the gateway stuff (another interesting sub about Netgear routers and IPV6 here.)

Have you tried disabling the 'Internet Protocol Version 6' service in your wifi adapter property settings? Maybe try to force the router to allocate IPV4, gateway and DNS addresses to the wifi adapter. Maybe the LAN works because it had previously been allocated IPV4 in the past.

Thanks for the suggestions. I did try disabling the IPv6 setting and that did not force the IPv4 to work. I know it will get fixed eventually but it is being a pain to track down

Did you reset your network or reboot after you changed the settings?