Microsoft internet connectivity issues 8.0.62 May 19

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  • Updated 9 months ago
  • (Edited)
Hi there

Starting to have issues in the last week or so where Windows 10 doesn't think it is connected to internet when it actually is - the Taskbar icon, and Windows Settings says 'No Internet, secured' and some programs, especially the Microsoft Office 365 suite cannot connect or sign in. I also cannot access several websites such as Browsers tested are Edge and Chrome. However, I am in fact actually connected to the internet as proven by the fact I have posted this thread.

Maybe related, but also my download speeds are very slow when using CE (15Mbps) compared to 100Mbps without (my ISP plan limit).

I had to uninstall CE for a day or so so I could get big downloads done and once reinstalled the problems returned. 
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Posted 9 months ago

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Robert B, Official Rep

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Thanks for reaching out. Because some of those issues don't usually show up together, it's hard to know exactly what's going on. But let's break it down.

If you uninstalled CE and later reinstalled a fresh copy, it shouldn't be a problem of being out of date. You should have CE for Windows version 8.0.62.

The trouble connecting to typically indicates the use of IPv6, which is a route to/through the internet. If that's the case, we have a fix for that.

You can determine if IPv6 is being used by running a ping test. Here's how to do that:
  1. Right click on the Start button from the desktop.
  2. Select Command Prompt or Command Prompt (Admin) from the menu.
  3. A small black box/window will open.
  4. At the spot where the cursor is flashing, type in "ping"
  5. The lines that say "Reply from" reveal the IP address.
  6. If the Google IP address is all numbers (like the example above), it's using an IPv4 connection.
  7. If the Google IP address contains number and letter, it's using an IPv6 connection.
  8. If it's using an IPv6 connection, contact us via chat support or call 877.479.1119. Let the Customer Service rep know about your ping test and they'll be able to help you from there.
Typically, slow connection speeds are caused by a conflict with either malware or an aggressive anti-virus program. To check your computer for malware, let me recommend using AdwCleaner by Malwarebytes or the trial edition of Malwarebytes.

If you do have an antivirus program, you can 1) contact Customer Support for assistance or 2) use the information in this article to make the antivirus program and CE get along with each other.

I'd like to think things will be resolved after you work through the items above. But, if they are not, please call us for additional troubleshooting. Anyone on the team will be glad to help.

Thanks again for reaching out,