Windows 10 network access

issue – temporary

remediation procedure

Prepared for

Vidéotron

Dec 9th, 2016

Version 1.0

Prepared by

Jean-Paul Émond, Technical Account Manager

Microsoft Canada

Windows 10

Windows 10

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Table of content Summary ............................................................................................................................................................................ 4

Procedure .......................................................................................................................................................................... 5

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Summary This procedure lists the steps to follow to fix the Windows 10 network

connectivity issue when the computer is unable to access the Internet. It

has been produced for Videotron to be redistributed to their customer to

address the Internet connectivity issue.

This temporary procedure is valid until a definitive fix is released to address

this bug. Once that hotfix Is released, it will be automatically installed on

the computer.

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Procedure Please follow the below procedure to fix the network issue on Windows 10.

It is mandatory to go through all steps to prevent a future occurrence of

the issue. Note that in some screenshot, there may be information in French

due to a language pack installed on the reference system. On English system,

everything will be in English.

1. Click on the Windows button

2. Click on the parameters button

3. Once in the Windows Settings, click on ”Windows Update recovery,

backup”

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4. In Windows Update, click on ”Search for Update”. This will start

searching for newly available hotfixes.

5. The update process will then start downloading the hotfixes. Amongst

them, KB3201845 should be installed as seen below. The number of

hotfixes may differ from one PC to another depending on user settings

and computer usage frequency.

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6. Once the download is completed, the installation will start. Please wait

until the end of the installation and see bullet 7 as there may be

additional installation required. For most computers, only the required

update should be missing.

7. Once the update is completed, a new search will start. It is mandatory to

complete all the required hotfix installation.

8. Once all installations are completed, the below window will be

displayed. To validate that the required update has been installed, you

should see the information below confirming that the KB3201845 has

been installed.

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9. At the end, a restart will be required. The computer must be restarted

by clicking on the ”Restart Now” button. Note the information in the

green rectangle may differ from one computer to another so you can

ignore it and proceed with the restart once all document and work have

been saved.

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10. Following the computer restart, if it still has no access to the network,

open a command prompt (CMD.EXE):

a. Click on the Windows button

b. Then just type “cmd” and press the “Enter” key on the keyboard.

11. When the command prompt window is opened, type the following 2

command line pressing enter after each of them :

a. Ipconfig /release

b. Ipconfig /renew

12. Once the commands have completed successfully, if the computer gets

an IP address that does not begin with 169.254.x.x as a result of the

command line at the step 11b above, this means that the network

access is now restored.