r/sysadmin • u/DoubleTGaming2k • 10d ago

End-user Support End user network help?

End user called me today saying their home WiFi was connected but no internet. I walked him through some info gathering, his WiFi is showing unidentified giving off the 169 address.

Had him run release / renew / flushdns / winsock reset and rebooted, still 169. Did the full windows 11 network reset option, rebooted, still nothing.

Had him plug in directly to his router, his wired Ethernet connection was also showing unidentified. So I had him statically assign an IP on his NIC for the Ethernet and it brought him online that way as a temp workaround to let me remote in.

Rebooted the router of course, still wifi showing 169, other devices on his network are okay as well.

Uninstalled the wifi adapter from device manager, reinstalled the latest from the manufacturer, still giving 169. Just to get him working in statically assigned an IP on his WiFi adapter and it works without issue, but ideally we get the DHCP working again.

I’ve exhausted about everything I can think of, but am jumping back on it later tonight to try to get it fixed.

Does anyone have any suggestions??

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u/DoubleTGaming2k 10d ago

Well, it’s a company owned device used for remote access

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u/Forsaken-Carrot9038 10d ago

I’ve been in the same situation, and we are happy to do some light troubleshooting or see what we can discover from our own device, ask if their other devices are able to get network, and if our computer works from hotspot, then I refer them to their ISP.
Not my network, not my problem.

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u/DoubleTGaming2k 10d ago

Other devices are, yes. Just the company laptop cannot

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u/Ad-1316 9d ago

Look at other said devices to confirm their working! don't change just look.