Ignite Internet not working on ChromeOS?

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I've Been Around
Posts: 1

Ignite Internet not working on ChromeOS?

Recently switched to ignite internet (With ignite TV) from the cable service. Now my Chromebox, running Chrome OS, won't load web pages (can connect to WiFi however). Rogers tech came in and said the ignite service must not support my machine which doesn't make sense to me. Internet works on all my other devices just not chromebox.

Has anyone else encountered the same problem? Possibly on a chromebook?

 

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Posts: 826

Re: Ignite Internet not working on ChromeOS?

Hello @test1234565543

 

Welcome to the Rogers Community Forums! 😃

 

I know how important it is to be connected online on all of your devices especially when you've got a new internet service set up. 

 

I must admit it is strange that only one of your devices is experiencing issues while browsing on the new setup. We do not have any reports of any issues with Chrome OS on the Ignite TV platform. Do you have any other devices running Chrome OS that are also having browsing issues?

 

I will tag in some of our Resident Experts and Super Users to see if they may be able to shed some light on this @Gdkitty, @Datalink@Nick_W@Biollw.

 

Are there any other Ignite TV subscribers in the Community experiencing similar issues with Chrome OS devices?

 

We look forward to your response!

 

RogersTony

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I'm a Senior Advisor
Posts: 2,154

Re: Ignite Internet not working on ChromeOS?

One quick question, if you take the device to the library or connect to some else's Internet, is it working.  If yes, then there is something related to either how the box is configured, maybe an extension on your browser or your device, I find it difficult to comprehend how a chrome box would not connect to Ignite - it is just a small form factor box of a chromebook using TCP-IP connections no differently than an;y other device.

 

I would suggest that you take a look at the Chrome book support sites and see what they suggest - there are some pages I found in a quick search, but since I have not touched a Chromebox of chromebook, but do play with Linux and other operating system models, it would seem that there is something in the connection to the Ignite router, or within the device configuration.

 

I would suspect that you can do a factory OS reset on a chromebox, as with all Google based devices, maybe worth a try.

 

Anyone else have ideas. That is all I can suggest - Chromeboxes connect to the Internet all the time, and you did not have any issues with Ignite router and it makes no sense that anything would be different, but then again, maybe there is - does anyone else use a chromebox or chromebook on Ignite?

 

As a last thought - is your chromebox originally from an enterprise setting - it may be trying to connect via PEAP which is an enterprise based model for enterprises.

 

Take a look at this post https://us.answers.acer.com/app/answers/detail/a_id/53138/~/chromebooks-do-not-support-wps-connectio...

 

And this post - try to set up to an unlisted network rather than a secure network - it may

be grabbing the wrong security type - you want WPA-PSK (personal security key).

 

https://support.google.com/chromebook/answer/1047420?hl=en

https://support.google.com/chromebook/answer/4632009?hl=en&ref_topic=3406281

 

There are a range of suggested trouble shooting steps on the Internet, primarily under Chrome OS (your version), of chromebook, very little on Chromebox, except for enterprise topics.

 

One thing they suggest is logging in as a guest, that may confirm something related to you configuration related to the past network.

 

Let us know how it goes - very curious.  I pride myself and being to handle advice on most os's, except MAC, but unfortunately, I haven't worked with the Chrome OS to date.

 

Bruce

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Re: Ignite Internet not working on ChromeOS?

@test1234565543 is there a method in the Chrome OS to delete any existing Wifi network profiles, after which you would have to reconnect to the modem?



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I've Been Here Awhile
Posts: 3

Re: Ignite Internet not working on ChromeOS?

Hi. I just switched to Rogers Ignite yesterday and am experiencing this exact problem. I notice that this is an older thread topic. Has anyone found a definitive solution yet?
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Posts: 712

Re: Ignite Internet not working on ChromeOS?

@Leah_Miltchin  What specifically is not working for you?  Is it that you are unable to connect to Wi-Fi or can you connect to the network successfully but are then unable to connect to the Internet?



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I've Been Here Awhile
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Re: Ignite Internet not working on ChromeOS?

Thanks for your reply. It's the latter -- connection to my network is fine, but no connection to the internet. My connectivity diagnostics indicate that DNS failed. Everything was fine before I switched to Ignite. Interestingly, my daughter's older Chromebook is working just fine.

In the meantime, a similar problem has occurred with our new smart TV. Wireless connection is immediate, but it can't connect to the internet. Yet we were able to bring up YouTube on our older TV!

I spoke to an Ignite rep at Rogers earlier this evening, and he said I'll have to contact the TV manufacturer (Sharp) and laptop manufacturer (Asus) for support and workarounds, but this doesn't seem right. If Rogers is going to promote their Ignite service, they should at least warn clients that it may not be compatible with all devices. I have spent the last 8 hours trying to research and troubleshoot this, and I'm feeling extremely frustrated.

Any suggestions would be most welcome!
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Re: Ignite Internet not working on ChromeOS?

@Leah_Miltchin  When you try to connect to a site (e.g. https://www.rogers.com/ ) with Chrome, I presume that you get some kind of This site can't be reached error but what specific error do you get?  Is it "ERR_NAME_NOT_RESOLVED" (where a valid host name is not resolving) or something like "DNS_PROBE_FINISHED_NXDOMAIN" or some other error that's very Google-specific?

 

I don't use ChromeOS but if you go to https://support.google.com/chromebook/ and search for the specific error that your are seeing, you might be able to find a solution.



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I've Been Here Awhile
Posts: 3

Re: Ignite Internet not working on ChromeOS?

Hi, G.

Thanks for the suggestion. Unfortunately, none of the recommended fixes for the error (DNS_PROBE_FINISHED_NO_INTERNET) solved the problem. At this point, I am seriously considering reverting back to conventional cable and internet service, as Rogers cannot (will not?) explore the issue beyond checking my signals remotely. 😞

Thank you for trying -- I appreciate your efforts.
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Resident Expert
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Posts: 2,670

Re: Ignite Internet not working on ChromeOS?

if it works on ALL your other devices except your chromebox, then unfortunately there is very little they can do. Rogers has confirmed their internet works you confirmed it yourself by saying it works on your "ohter" devices, this leads myself and others to believe a specific configuration of your chrome box may be causing the issue and since Rogers does not provide support to user end devices they can not troubleshoot further. You must have some strange configuration on your chrome box that might be using a different DNS or IP range or something, and if you want it fixed you really need to ask the manufacturer or if a third party configured it for you, go to them for further support.

you are allowed to have devices with non-standard configurations like chrome boxes or what not, but Rogers is not allowed to troubleshoot these configuratoins