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Tykeman
Aspiring Contributor
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Message 1 of 16

Windows Computers not Recognised by Smart Hub

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On Friday (15/12/2017) morning my hub did not recognise my laptop (Windows 7) using ethernet cable. It did recognise same laptop using wifi.

 

Actions taken:

 

1 Powered off/on = 😞

 

2 Factory reset = 😞

 

3 Tried differnet port on the back of hub = 😞

 

4 Several different computers using new cable direct into back of hub = 😞

 

 

After several phone calls (we won't talk about India) it seems that:

 

1 BT cannot find a fault with the hub therefore no replacement. I 'could' accept an engineer visit with possible cost.

 

2 ALL windows (7 & 10) computers are not recognised if using a ethernet cable. Some computers have not been switched on for over a week, at least.

 

3 All non-windows devices (cctv recorder and Ubuntu laptop) using ethernet cable are recognised by hub.

 

4 Computers using wifi (Windows or other) are recognised by hub.

 

Has anyone come across this?

 

Regards

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Distinguished Sage
Distinguished Sage
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Message 2 of 16

Re: Windows Computers not Recognised by Smart Hub

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What antivirus/firewall do you have on your Windows computers. Have you checked to see if it is blocking Ethernet connections.

 

 

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Tykeman
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Message 3 of 16

Re: Windows Computers not Recognised by Smart Hub

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The computers have windows Defender and Malwarebytes.

 

The only computer to have any recent updates is the 'main' laptop. All the other computers effected have not had any updates for the last week AND have worked with the hub since those updates. NO changes/updates were downloaded from working Thursday evening and Friday morning.

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Distinguished Sage
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Message 4 of 16

Re: Windows Computers not Recognised by Smart Hub

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have you checked the network cards are turned on and the devices are not just set to wireless only
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Tykeman
Aspiring Contributor
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Message 5 of 16

Re: Windows Computers not Recognised by Smart Hub

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That was one of the actions carried out whilst BT was monitoring the hub with their software.

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Distinguished Sage
Distinguished Sage
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Message 6 of 16

Re: Windows Computers not Recognised by Smart Hub

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Given what you have already posted it does seem unlikely but have you tried starting one of the computers in safe mode with networking just to ensure it not a software issue on the computer.

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Tykeman
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Message 7 of 16

Re: Windows Computers not Recognised by Smart Hub

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It's not just the one computer, it's every computer/laptop that I've got.

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Distinguished Sage
Distinguished Sage
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Message 8 of 16

Re: Windows Computers not Recognised by Smart Hub

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Yes, but you have said that you are using Windows Defender and Malwarebytes on them. It's up to you if you want to try it or not, it is to try and diagnose where the problem may lie.

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Tykeman
Aspiring Contributor
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Message 9 of 16

Re: Windows Computers not Recognised by Smart Hub

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1 Started in safe mode = cable connection

 

2 Changed Malwarebytes to delayed start = cable connection

 

Questions resulting = why are the computers that have not been turned on for over a week not being recognised IF the fault was an update to Malwarebytes on Thursday?

 

Also, not all the home network devices are available. New network switches are arriving tomorrow, so see what happens with them installed.

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Distinguished Sage
Distinguished Sage
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Message 10 of 16

Re: Windows Computers not Recognised by Smart Hub

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@Tykeman wrote:

It's not just the one computer, it's every computer/laptop that I've got.


Have you turned off Smart Setup?

 

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...

 

It may also be worth resetting the network adapter

 

Resetting network adapters on laptops

 

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