I'm trying to help a friend with a 3-year old Windows Vista (32-bit), Home Edition, HP laptop. Her main problem is that she can't access the Internet, but there are other errors associated with it. Here is her summary:
Note: Actual error messages are underlined to spot more easily.
Cannot access the internet either via a wireless network or wired up via an ethernet cable. The problem occurred suddenly. It was fine Wednesday morning when I checked my email, but when I booted up in the evening I could not connect to the Internet.
When I place my cursor over the "connected" icon in the tray that shows available networks (looks like two monitors and usually has a globe on it when you are connected to the internet), it says "connection status unknown. The Dependency Service or group failed to start"
Steps taken so far (multiple times) to try and fix the problem: 1. Went into the command prompt and entered netsh winsock reset
, netsh ip reset
, and sfc /scannow
, and rebooted.
2. Went into the Services menu and made sure the Diagnostic Policy Service was set to Automatic. It was "stopped" and when I tried to "start" it, it told me "error 5: Access Denied".
Permissions were all checked and after we attempted other things in the command prompt (I can not remember everything we did in there), I now get a different message when trying to start the service. It now says "Windows could not start the Diagnostic Policy Service on Local Computer. Error 1068: The dependency service or group failed to start"
3. Went into the Registry and made sure all the appropriate folders had full permissions.
4. Tried a system restore to a few days earlier but the restore never finished. Near the end of it I got an error saying there was an internal error and it could not be completed.
5. Noticed there was also a Windows Firewall problem and cannot start the firewall. It will not start automatically and when trying to turn on manually I receive the error "Windows Firewall settings cannot be displayed because the associated service is not running. Do you want to start the service?"
. I choose yes and get "Windows can not start the Firewall service".
So, I am pretty sure if I can get the Diagnostic Policy Service started it will be connected to the firewall issue and solve the connection problem. I just do not know how to start the service back up because it will not let me.
P.S. I even created a new identity with Admin power, and got the same results there also.
Note: We've researched this via Google using another computer, and tried everything we could find, but nothing worked, even things that worked for others.
A call to the Geek Squad revealed that to look at the PC would cost $70, plus a charge for whatever had to be done to correct the problem.
Can someone offer help please?