[Help] No Ethernet or Wifi Device found under Device Manager

Gokul,

Where did you purchase this system from?

Do you know if the operating system was recently install/reinstalled?

Can you run Finding System Information REMOVE YOUR PRODUCT ID and REGISTERED OWNER, if using XP, run an ipconfig /all log and post it back here.

Rick

Hi Rick,

Thanks for your quick reply.

This system was purchased from an eBay retailer here in India. I am not sure if the OS was recently installed / reinstalled. The seller confirmed that this is a default Dell installation.

Below is the system information as you have required:

System Info:

Host Name:                 MININT-BJ43HQ0
OS Name:                   Microsoft Windows 7 Home Premium
OS Version:                6.1.7601 Service Pack 1 Build 7601
OS Manufacturer:           Microsoft Corporation
OS Configuration:          Standalone Workstation
OS Build Type:             Multiprocessor Free
Registered Owner:          XXX
Registered Organization:   Windows User
Product ID:                XXX
Original Install Date:     12-01-2013, 16:48:48
System Boot Time:          14-01-2013, 21:42:09
System Manufacturer:       Dell Inc.
System Model:              Inspiron 5520
System Type:               x64-based PC
Processor(s):              1 Processor(s) Installed.
                           [01]: Intel64 Family 6 Model 58 Stepping 9 GenuineIntel ~2501 Mhz
BIOS Version:              Dell Inc. A10, 22-08-2012
Windows Directory:         C:\Windows
System Directory:          C:\Windows\system32
Boot Device:               \Device\HarddiskVolume2
System Locale:             4009
Input Locale:              en-us;English (United States)
Time Zone:                 (UTC+05:30) Chennai, Kolkata, Mumbai, New Delhi
Total Physical Memory:     8,067 MB
Available Physical Memory: 6,818 MB
Virtual Memory: Max Size:  16,133 MB
Virtual Memory: Available: 14,654 MB
Virtual Memory: In Use:    1,479 MB
Page File Location(s):     C:\pagefile.sys
Domain:                    WORKGROUP
Logon Server:              \\MININT-BJ43HQ0
Hotfix(s):                 58 Hotfix(s) Installed.
                           [01]: 982861
                           [02]: KB2425227
                           [03]: KB2479943
                           [04]: KB2484033
                           [05]: KB2488113
                           [06]: KB2491683
                           [07]: KB2492386
                           [08]: KB2505438
                           [09]: KB2506014
                           [10]: KB2506212
                           [11]: KB2506928
                           [12]: KB2507618
                           [13]: KB2509553
                           [14]: KB2510531
                           [15]: KB2511250
                           [16]: KB2511455
                           [17]: KB2515325
                           [18]: KB2518869
                           [19]: KB2522422
                           [20]: KB2529073
                           [21]: KB2532531
                           [22]: KB2536275
                           [23]: KB2536276
                           [24]: KB2541014
                           [25]: KB2544893
                           [26]: KB2545698
                           [27]: KB2547666
                           [28]: KB2552343
                           [29]: KB2556532
                           [30]: KB2560656
                           [31]: KB2563227
                           [32]: KB2564958
                           [33]: KB2567680
                           [34]: KB2570947
                           [35]: KB2572077
                           [36]: KB2579686
                           [37]: KB2584146
                           [38]: KB2585542
                           [39]: KB2588516
                           [40]: KB2603229
                           [41]: KB2607576
                           [42]: KB2618451
                           [43]: KB2619339
                           [44]: KB2620704
                           [45]: KB2620712
                           [46]: KB2631813
                           [47]: KB2633873
                           [48]: KB2640148
                           [49]: KB2641690
                           [50]: KB2644615
                           [51]: KB2645640
                           [52]: KB2647516
                           [53]: KB2654428
                           [54]: KB2656356
                           [55]: KB2660075
                           [56]: KB2660465
                           [57]: KB976902
                           [58]: KB982018
Network Card(s):           1 NIC(s) Installed.
                           [01]: Bluetooth Device (Personal Area Network)
                                 Connection Name: Bluetooth Network Connection
                                 Status:          Media disconnected

IP Config:

Windows IP Configuration

   Host Name . . . . . . . . . . . . : MININT-BJ43HQ0
   Primary Dns Suffix  . . . . . . . :
   Node Type . . . . . . . . . . . . : Hybrid
   IP Routing Enabled. . . . . . . . : No
   WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Bluetooth Network Connection:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Bluetooth Device (Personal Area Network)
   Physical Address. . . . . . . . . : 68-5D-43-24-66-24
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes

Tunnel adapter isatap.{48294E84-3EDE-4614-AE5B-7FC6D3BC2979}:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Microsoft ISATAP Adapter
   Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes

Regards
Gokul

Gokul,

I only see the Bluetooth adpater. You're not using the ethernet cable to connect, correct?

Places to look to see if your Connection is enabled

I'm guessing that the Original Install Date:     12-01-2013, 16:48:48(2 days ago) was when you turned on the computer, correct?

I would try Restoring Your Computer´s Software to the Factory Settings using the factory image and see if everything installs. Try a new log beofre doing the registering. When using system restore, a blank screen can be as long as 5 minutes, so don't panic if the screen goes blank for a long period.

 Registering your Dell Product or Dell - Ownership Transfers was done?

Rick

Hi Rick,

"I only see the Bluetooth adpater. You're not using the ethernet cable to connect, correct?"

I do use the ethernet cable to connect, in fact, I want both the Ethernet / WiFi connections to work properly. When I switched on the first time I recieved the laptop, I saw only the Bluetooth adapter. I guessed there could be some plug and play and connected the Ethernet cable, but no connection to the Internet was established. 

"Places to look to see if your Connection is enabled"

This is what I see under Windows Mobility Center.

And under [Locations and Other Sensors], it says "No Sensors Installed]. This looks more like a hardware problem than OS / Software problem.

"I'm guessing that the Original Install Date:     12-01-2013, 16:48:48(2 days ago) was when you turned on the computer, correct?"

I have received the laptop on 10th January and I found out that there was no Ethernet card only that night. On Friday, I enquired about the missing Ethernet card and Wifi connections and the seller directed me to install the following drivers from Dell.

http://www.dell.com/support/drivers/us/en/19/DriverDetails/Product/inspiron-15r-5520?driverId=G6Y8G&osCode=W764&fileId=3075592221   WIFI

 http://www.dell.com/support/drivers/us/en/19/DriverDetails/Product/inspiron-15r-5520?driverId=3CTPH&osCode=W764&fileId=2989745947  LAN

WiFi didn't install at all throwing errors as "This software package cannot be installed on your system. The setup appliction will exit."

The LAN driver installed and finally trhow the error as the screenshot I sent earlier.

On 12th, he asked me to restore the system to factory settings using the Dell Data Safe software. The date and time you have mentioned is the time I restored the system to factory settings and started again.

"I would try Restoring Your Computer´s Software to the Factory Settings using the factory image and see if everything installs. Try a new log beofre doing the registering. When using system restore, a blank screen can be as long as 5 minutes, so don't panic if the screen goes blank for a long period"

The procedures in the link above is different from what I did using Dell Data Safe software. So I would try this and let you know shortly.

How can I check if evertything installs? What do you mean by Try a new log before doing the registering?

"Registering your Dell Product or Dell - Ownership Transfers was done?"

No, I haven't done this as I am wondering if the Seller will replace or if I can find the solution for this before doing so.

Regards
Gokul

Hi Rick,

I also tried the Factor Restore as mentioned in the link  Restoring Your Computer´s Software to the Factory Settings

No joy yet.... :emotion-6:

All remains the same... 

Regards
Gokul 

Gokul,

The computer is under warranty and should be replaced.The seller sold you a defective product. Since this was not purchased at Dell, you'll need to contact the seller for a replacement. If the seller refuses, dispute the purchase with you credit card/bank that you made the purchase with.

If this was purchased through Dell, the Dell warranty would be for a year.

Please let me know what happens.

Rick

Hi Rick,

The seller has agreed to send an engineer to check this. Let you know what happens

Regards

Gokul

Gokul,

That is GREAT news. Keep me posted. If this is at your home/business, remember to check the device manager, run the Finding System Information. ipconfig log and make sure you can connect before the technician leaves.

Rick

Hi Rick,

I will keep you posted on this. Thanks for your support.

Regards,

Gokul

Hi Rick,

The WiFi on my laptop has started to function now. This is what I have done so far.

1. Uninstalled the McAfee & Quick Heal (installed by Service Engineer you sent)
2. Updated the BIOS
3. Selected the default settings in BIOS.
4. This brought back the WiFi.
5. Immediately unchecked the "Allow this computer to turn of this device to save power". This fixed the issue so far.

The question remaining is what will happen if I install the anti virus again? I will have to try this.

I am yet to talk with the seller on the Ethernet card.

Regards

Gokul

Gokul,

With McAfee still removed, Can you run Finding System Information REMOVE YOUR PRODUCT ID and REGISTERED OWNER, and run an ipconfig /all log and post it back here.

The Finding System Information and/or the ipconfig /all log will show the network adapters.

Rick

Hi Rick,

Sorry again.... The WiFi stopped working again.... :(

Regards

Gokul

Gokul,

Looks like you may have to contact the technician again.

Rick

Gokul,

Glad you got a working replacement! :emotion-21: Thanks for posting back.

Take care,

Rick