problem cannot be resolved automaticlly please contact service provider
Hi when i try to connect to my broadband i am geting a error message as problem cannot be resolved automaticlly please contact service provider.i am using a thomson 510v6 router. The router is in sync when the engineer from BNT came in he was able to connect to internet but my vista is giving me this Error?Please Help
March 4th, 2009 12:25pm

Hi, Thank you for posting. Please try the following to narrow down the issue: 1. Please ensure that the Thomson 510v6 router is compactable with Windows Vista. If you have no detailed information, please contact your ISP or the manufacture Thomson regarding this. 2. Please check if you can access the router. You may check this by pinging it via its IP Address. 3. Please check your local network settings: 1) Go to Control Panel - Network Connections. 2) Right-Click on the connection and click Properties. 3) Find Internet Protocol (TCP/IP) Version 4 in the list and click Properties. 4) If your ISP has specific settings on it, please apply it. Otherwise, please set it to obtain the IP Address and the DNS automatically. If you have another Windows Vista computer, please try if it works. Meanwhile, please also help collecting the following information for further research, if the issue persists. 1. Capture a screenshot on the error ======================== 1) When the error appears, press the Print Screen key (PrtScn) on your keyboard. 2) Click the "Start" menu, type "mspaint" in the Search Bar and Press Enter. 3) In the Paint program, click the "Edit" menu, click "Paste", click the "File" menu, and click "Save". 4) The "Save As" dialogue box will appear. Type a file name in the "File name:" box, for example: "screenshot". 5) Make sure "JPEG (*.JPG;*.JPEG;*.JPE;*.JFIF)" is selected in the "Save as type" box, click Desktop on the left pane and then click "Save". Please use Windows Live SkyDrive (http://www.skydrive.live.com/) to upload the file and share its URL with me. 2. Please run ipconfig /all to export the network settings on computer and post the information to this thread. To resolve the issue in an effective manner, it is also recommended that you contact your ISP and the routers manufacture for technical support. Hope the issue can be resolved soon. Thanks.Nicholas Li - MSFT
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March 5th, 2009 11:29am

Hi Thank you for your response but the problem in providing all those details is the system having the issue is miles away from where i am actually i am working for ISP this is the first time i have encountered this kind of problem as the message states customer things their is problem with the connection but i have ran all the possible test from my end which confirms the connection is fine we dont have any special setting for ipv4 and ST 510v6 is compatible with vista many of our customer are using that modem with vista with facing any problem. Is their any thing i can do to resolve the issue.P.S. If this might help to give you me a resolution customer when connects the modem to the computer he gets a message as unidentified network.
March 7th, 2009 1:37am

Hi, Thank you for your update. At this time, I would like to suggest the following: 1. Please upgrade the NIC driver. (if there is no update, please try to reinstall the driver.) 2. Boot the system to Safe Mode with networking to see if it works. 3. Please disable or temporarily remove the security software, such as antivirus software, firewall, etc. to check if it works. We can also perform a Clean Boot to check the issue. Clean boot =================1) Click the Start Button type "msconfig" (without quotation marks) in the Search box, and then press Enter. Note: If prompted, please click Continue on the User Account Control (UAC) window. 2) Click the "Services" tab, check the "Hide All Microsoft Services" box and click "Disable All" (if it is not gray). 3) Click the "Startup" tab, click "Disable All" and click "OK". Then, restart the computer. When the "System Configuration Utility" window appears, please check the "Don't show this message or launch the System Configuration Utility when Windows starts" box and click OK. NOTE: we can go back to normal boot by running msconfig again and checking on Normal Startup in the General tab. In the Clean Boot Environment, the third party services and applications are disabled, please check if the issue reoccurs at this time. If the problem does not occur, it indicates that the problem is related to one application or service we have disabled. You may use the MSCONFIG tool again to re-enable the disabled item one by one to find out the culprit. 4. Please also go to Network and Sharing Center and click Diagnose and repair to see if any issues can be identified. Hope this helps. Thanks. Nicholas Li - MSFT
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March 9th, 2009 2:29pm

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