[nolava72]

User has:

Lappy of unknown model
OS 10.4.6
Safari 2.0.3

I am in tech support for a small ISP. We don't have a lot of Mac customers, and to be honest, they rarely have any trouble (unlike our Windows customers) anyway.

A customer calls in tonight and she can connect to our modem banks just fine, but cannot surf. I was able to find Network Utility and the results came back that should could send and receive a ping to our DNS just fine. I suggested she try a high speed connection at school tomorrow, to exclude the computer as malfunctioning. I also suggested she update via the Apple menu to get 10.4.8 and 2.0.4

I cleared temporary internet files and all cookies with no change.

Where can I go from here?

Thanks a bunch.

[Big Mac]

Did you have her verify that she has DHCP selected in the Network pane of System Preferences?

[IEEE1394]

Originally Posted by nolava72 

User has:

Lappy of unknown model
OS 10.4.6
Safari 2.0.3

I am in tech support for a small ISP. We don't have a lot of Mac customers, and to be honest, they rarely have any trouble (unlike our Windows customers) anyway.

A customer calls in tonight and she can connect to our modem banks just fine, but cannot surf. I was able to find Network Utility and the results came back that should could send and receive a ping to our DNS just fine. I suggested she try a high speed connection at school tomorrow, to exclude the computer as malfunctioning. I also suggested she update via the Apple menu to get 10.4.8 and 2.0.4

I cleared temporary internet files and all cookies with no change.

Where can I go from here?

Thanks a bunch.

If she can ping DNS servers then obviously the computer has received and IP address from its PPP connection.

Check the Proxy settings (System Preferences > Network).

[nolava72]

Thanks. I will try the suggestions this afternoon.

[nolava72]

Heh.

I had the customer restart her computer and she was surfing just fine...

There ya go. Networking made simple.

Thanks again.