Advice for: I have XP but need to help someone over the phone with Vista problems (laptop, desktop)

[mawipafl]

1,000 miles north of me is a relative whose laptop will not connect to the internet. She has a laptop with Vista and the default browser is newly-installed Chrome. She can connect wirelessly at home here in FL, but now that she's visiting and needs to connect through her host's router, well, it's no can do. During her visit last summer, there was no problem; however, two things are different now: she has Chrome, and her host has changed DSL service requiring a new key/password.

The router isn't the problem because a desktop and another laptop in the house connect just fine wirelessly.

I know how to set up a new connection or troubleshoot an existing one with XP, but I don't know anything about Vista. I also know nothing about Chrome (if that's part of the problem) -- I believe she used Firefox prior to Chrome and/or maybe IE, and I presume both are still installed somewhere on her machine. Since I have to help her via the phone and won't be able to see her laptop and help her make choices, I'm hoping someone here can give me some hints.

[Lionsdale]

Try using logmein.com ?

[NHDave]

Originally Posted by Lionsdale

Try using logmein.com ?

How will that help when the PC that needs troubleshooting can't connect to the internet? The first line of the post reads "a relative whose laptop will not connect to the internet"

[NHDave]

Is it connecting wired or via a wireless router?

[Lionsdale]

NHDave: roger.

OP: I have limited experience with DSL, but recently had a problem with a relatives older DSL modem on visiting. Turns out the ISP hardwired new IP and DNS servers to their modems, without DHCP or other automated services doing so to said older modem.
(my hunch was that it was a good way to sell new modems)

Turns out the only resolution was to get a new (or newly honed DSL modem) from said ISP.
<shrug>

[mawipafl]

Originally Posted by NHDave

Is it connecting wired or via a wireless router?

Wireless.

I'm guessing it's a problem with my aunt's laptop since my parents' desktop and laptop both connect just fine wirelessly with the router.

My question basically is how in Vista does one get to connection settings? With XP, it's Start, then Connect to, and then I have a whole list of choices about setting up a new connection or repairing an old one, etc. With Vista, will I find the same kind of "path" to take?

[NHDave]

See How to connect to a wireless network in Windows Vista

and The Cable Guy - April 2006

[mawipafl]

Originally Posted by NHDave

See How to connect to a wireless network in Windows Vista

and The Cable Guy - April 2006

Thanks! I'm pretty sure this is the info I was seeking (my google search prior to posting here overwhelmed me with choices :-)

[Asheville Native]

Chrome has nothing to do with her inability to connect, but her friends new ISP does. If there is security on the wireless, then her friend needs to tell her the type and the passphrase used to secure it.

[Nomander]

Originally Posted by mawipafl

1,000 miles north of me is a relative whose laptop will not connect to the internet. She has a laptop with Vista and the default browser is newly-installed Chrome. She can connect wirelessly at home here in FL, but now that she's visiting and needs to connect through her host's router, well, it's no can do. During her visit last summer, there was no problem; however, two things are different now: she has Chrome, and her host has changed DSL service requiring a new key/password.

The router isn't the problem because a desktop and another laptop in the house connect just fine wirelessly.

I know how to set up a new connection or troubleshoot an existing one with XP, but I don't know anything about Vista. I also know nothing about Chrome (if that's part of the problem) -- I believe she used Firefox prior to Chrome and/or maybe IE, and I presume both are still installed somewhere on her machine. Since I have to help her via the phone and won't be able to see her laptop and help her make choices, I'm hoping someone here can give me some hints.

Just go through the motions of standard trouble shooting by using the command line.

Have them type and relay to you information from:

ipconfig /all (check the configuration of the adapter)
ping (verify the ip address of a target is accessible)
pathping (check for any issues between packet traverse statistics)
nslookup (make sure name resolution is working)
You can also click the connection properties for the adapter and choose repair which will run a list of command lines which release, renew, clears the arp cash, etc...

What you should do is dependent on the information you obtain from those tests.

Narrow the problem down. That is the easiest way to deal with a connection issue without having to be familiar with the GUI.