Internet not working. Help
Hi guys. Before I continue I would like to say I have already scanned using Malwarebytes, Avast, Spybot and found no infected files. I have also used CCleaner to get rid of temp files etc. I have also used HDPro and detected a defected block which I'm not sure how to fix.
My problem is that I am unable to connect to the Internet, starting yesterday. Yesterday, I was only able to download from any server the first MB or so, then it would stop downloading. Youtube videos would only load for the first 10 or so seconds and then stop, at which point I would have to click on the part which it is loaded up to, to continue loading the next 10 seconds and repeat. Pages would also load halfway if there are a lot of pictures and I would have to refresh, at which point no loading time is required to display the entire page. I have already googled the problem and found no solution. Most answers were that my internet speed is too slow, however I did a speedtest and got 2.6Mb/s. Furthermore, I am typing on a laptop connected to the same network and it has no internet issues at all. Today I was unable to access the Internet at all on my computer.
I have uploaded the Hijackthis log which I scanned and have posted this below in the link.
http://pastebin.com/sS6ZdW7a
Any help would be appreciated.
EDIT: I would also like to say that Bluestacks (I've already uninstalled the program, gotten rid of it in Program Files in Safe Mode) has two processes running which I cannot get rid of: BstHdAndroidSvc and BstHdLogRotatorSvc which I found out using Autorun but they have denied me access, no matter what I do (I've tried to delete it in cmd as well).
5 Comments • Newest first
[quote=Cawickeng]EDIT: Okay, for some reason the Internet is working again (perfectly I think), after I scanned for registry issues (there were a lot, like 1000, including more Bluestacks stuff and other programs I have already uninstalled). So thanks very much for the help.[/quote]
Good to hear..! Sometimes all that stuff that ends up living in the background can have unintended consequences and depending on what's already installed can sometimes end up conflicting with other processes. Hope it's all cleared up now.
[quote=BobR]It sounds like a browser problem. Does this happen with both Chrome and Firefox..?
Which browser do you use mainly..?
I don't think the BlueStacks app would have any effect on what's happening with the browser. The issue of not being fully uninstalled should be a separate problem.
I see a number of possible issues in the HJT log file, probably the result of things that have been incompletely uninstalled in the past.
It would probably be a good idea to run CCleaner and go into "Tools" --> "Startup" then go down the list of things which start up every time Windows is started and make sure anything that's enabled to run is something you really need. It can be a problem sometimes to identify exactly what each line does, so Google the text in the "Program" column to find out what the program on each line is for. Also you can Google the actual program file name from the "File" column to help find it.
For example, if you have "Google Update" on a line in the "Program" column, you could Google that text ("Google Update" ) to find out what it does.
You could also Google the actual file on that line in the "File" column, "GoogleUpdate.exe" for more information about it.
EVERY line in the Startup list that is Enabled is something which starts and runs EVERY time Windows starts up, and takes up some RAM and CPU power from your computer.
It's important to keep the list as small as possible to avoid using up system resources and causing lag. If you find anything on the Startup list you don't use, Disable it.
If you decide later on that you really do want to have it running all the time, or if you notice anything not working the way it used to, you can always go back into CCleaner and Enable a line again.
After checking the Startup list to make sure everything on it is actually needed, restart the computer, then run CCleaner again.
This time go into the Registry section and "Scan for issues". After the scan completes, click the "Fix Selected Issues" button to fix and remove any registry entries with problem. This may remove any left-over registry keys that could be causing problems with things like the BlueStacks services that wouldn't go away before, as well as possibly removing some of the orphaned entries in the HJT log file.
None of this is likely to be related to your Internet problem, but it's good practice to keep these things cleaned up.[/quote]
Thanks for your reply, I have managed to delete the Bluestacks processes in Safe Mode using Autorun. I use Google Chrome. The Internet problem isn't just browser only. It also applies to basically everything requiring to download from the Internet. Malwarebytes will only update the first 2% before freezing, not responding, and forcing me to close it.
I have just checked the startup programs in CCleaner. The only enabled programs in the Windows tab are '20131121' and 'AvastUI.exe', both Avast processes, as well as 'BCU'. I also have various Internet Explorer processes, most of which are related to Spybot or Avast. In the 'Firefox' tab, I have some addons such as Adblock Plus, Colourful Tabs, Personas Plus, Google Update, Java Development Toolkit, Microsoft Windows Media Player Firefox Plugin, two 'NVIDIA 3D Vision' processes, Shockwave Flash and Silverlight Plugin. Scheduled Tasks just has a bunch of autoupdates and '{0C32A3A7-3A8B-4FE3-92F6-A10841C705D7}' which is some Microsoft process for TweakUIPowerToy, which I have already uninstalled, as well as {665616C3-EB93-4072-8628-502BFD91FA63}, another Microsoft process for Fallout3 DLC which I have also uninstalled.
Also, if I don't use Internet Explorer, would it be safe to disable the service for it? I've done it a couple of times before and something related to the Internet always ended up screwing up so I had to enable it again.
@other commenters
The problem is that this issue is only on my PC, and not on my laptop which is also connected to the same network, ISP etc. Also, the computer is connected to the modem via the Ethernet cable already (I think that's what you're asking).
EDIT: I have just scanned for registry issues and the HJT log is posted below.
http://pastebin.com/wMtA9PwY
EDIT: Okay, for some reason the Internet is working again (perfectly I think), after I scanned for registry issues (there were a lot, like 1000, including more Bluestacks stuff and other programs I have already uninstalled). So thanks very much for the help.
do you still have problem with your internet even if connected by ethernet cable?
Sounds like possible throttling by ISP. Try calling them but it won't help you very much.
It sounds like a browser problem. Does this happen with both Chrome and Firefox..?
Which browser do you use mainly..?
I don't think the BlueStacks app would have any effect on what's happening with the browser. The issue of not being fully uninstalled should be a separate problem.
I see a number of possible issues in the HJT log file, probably the result of things that have been incompletely uninstalled in the past.
It would probably be a good idea to run CCleaner and go into "Tools" --> "Startup" then go down the list of things which start up every time Windows is started and make sure anything that's enabled to run is something you really need. It can be a problem sometimes to identify exactly what each line does, so Google the text in the "Program" column to find out what the program on each line is for. Also you can Google the actual program file name from the "File" column to help find it.
For example, if you have "Google Update" on a line in the "Program" column, you could Google that text ("Google Update" ) to find out what it does.
You could also Google the actual file on that line in the "File" column, "GoogleUpdate.exe" for more information about it.
EVERY line in the Startup list that is Enabled is something which starts and runs EVERY time Windows starts up, and takes up some RAM and CPU power from your computer.
It's important to keep the list as small as possible to avoid using up system resources and causing lag. If you find anything on the Startup list you don't use, Disable it.
If you decide later on that you really do want to have it running all the time, or if you notice anything not working the way it used to, you can always go back into CCleaner and Enable a line again.
After checking the Startup list to make sure everything on it is actually needed, restart the computer, then run CCleaner again.
This time go into the Registry section and "Scan for issues". After the scan completes, click the "Fix Selected Issues" button to fix and remove any registry entries with problem. This may remove any left-over registry keys that could be causing problems with things like the BlueStacks services that wouldn't go away before, as well as possibly removing some of the orphaned entries in the HJT log file.
None of this is likely to be related to your Internet problem, but it's good practice to keep these things cleaned up.