Unsolved
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August 27th, 2022 09:00
SA unable to connect to Internet via LAN, connects via WiFi
I saw multiple similar problems posted, yet none of them indicated that SupportAssist is fully functional via WiFi while failing when LAN cable is attached.
Details:
1. Start SupportAssist
2. Under "Get drivers & downloads" click "Run" -> message "We are not able to connect to internet" displayed with "Fix now" button to the right
3. Click on "Fix now" button, then "Run now" button -> Message "Your PC is now online" appears shortly with "Finish" button on the right.
4. Press "Finish" button, then "Home" tab, then see #2 (i. e. still unable to connect to Internet)
However, if I disconnect LAN cable, laptop will switch to WiFi and find Internet with no problem.
Having active support, I contacted them and was told that they don't support software and they recommend re-installing SupportAssist. I'm unwilling to do this because SA was pre-installed when laptop had arrived, and I fear more problems re-installing it.
Any recommendations, please?
Thank you,
Eugene
lmacri
3 Apprentice
•
1.6K Posts
0
September 7th, 2022 06:00
Hi Eugene723:
I don't know if you're still looking for a solution, but tchauvet86 reported the same problem on 06-Sep-2022 in their thread SupportAssist Not Connected to Internet - namely, SupportAssist v3.11.4.29 reports it is not connected to the internet unless they unplug their Ethernet cable and use a WiFi/wireless connection. This user has a Dell G7 17 7700 / Win 10 Home v21H2 (OS Build 19044.1889) and uses McAfee LiveSafe as their antivirus, but I still don't know the make/model of their Ethernet (NIC) card.
Thank you for posting about your issue. I would never have thought to suggest that tchauvet86 should try unplugging their Ethernet cable until I read your post.
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64-bit Win 10 Pro v21H2 build 19044.1889 * Firefox v104.0.2 * Microsoft Defender v4.18.2207.7-1.1.19500.2 * Malwarebytes Premium v4.5.14.210-1.0.1751 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update Windows Universal v4.6.0 * Inspiron 5583/5584 BIOS v1.20.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620