Internet via Ethernet, but can not connect to Valerie settings

[FFlo]

Hi there,

I have a desktop connected to Valerie via Ethernet. Internet works great but I can NOT connect to Valerie settings typing "http://valerie/" or "http://192.168.2.1/". I get the error message "This site can’t be reached" and "DNS_PROBE_FINISHED_NXDOMAIN".

However, I have a laptop connected to Valerie via WiFi. Everything works great and I can connect to Valerie.

Both are using the same version of Windows 10 and Chrome.

If I reboot Valerie, my desktop can connect to Valerie just like my laptop but after a while, I can NOT anymore. I must have something that launches in the background and create this issue? Any idea what it could be? Thanks,

Flo

[VirginPlusAntgio]

Hey there @FFlo, 

Welcome to the Community and thanks for your post. 

If we understand your issue correctly, your desktop is only staying connected to your internet for a short period of time while being connected via Ethernet?

Are you able to access http://valerie/ with your laptop while being connected via Ethernet?

Looking forward to hearing from you.☺

[FFlo]

Thank you for responding.

No, my desktop is always connected to internet, I can sur website, watch streaming, anything. I just can't access the admin settings of Valerie typing "http://valerie/" or "http://192.168.2.1/" in my browser.

I have tried to disable WiFi on my laptop, then connect to the network via ethernet, and it's the exact same issue than my desktop. Internet works fine but I can not connect to Valerie admin settings anymore.

The only other issue I have when connected via ethernet happens when it comes to FileZilla and retrieving the directory of an SFTP server. Works great on my laptop via WiFi, not on my desktop via Ethernet.

[VirginPlusAntgio]

Thanks for the details @FFlo, 

Are there any settings or changes that you're not able to complete when accessing the Valerie internet access manager from your laptop versus from your desktop?

[FFlo]

Hi and thank you for following up.

By Internet Access Manager, I'm assuming you mean the "parental control" function. See image below.

I don't use the Internet Access Manager. From my laptop, I just access it, turned it on, and it seems that I could block some Wifi or Ethernet device from internet access. It look like I have full access.

From my desktop connected via ethernet, I have internet but I can NOT even access the dashboard, see screenshot below:

Hope this helps to understand my issue.

Thanks,

Flo

[VirginPlusAntgio]

Based on your second screenshot, we can see Valerie on the second tab, is it receiving the same error as the currently displayed tab?

Can you check on the back of your modem and make sure that your Ethernet cable is connected to one of the 4 yellow ethernet ports, if so try changing to one of the other 3 yellow ports to see if the same error occurs.

Just to make sure we're on the same page moving forward, are you trying to complete something specific via Valerie's admin page on your desktop, or is it simply that your desktop is unable to access Valerie's admin page?

[FFlo]

Yes, Valerie on the second tab has the exact same error.

Yes, the ethernet cable is connected to one of the 4, I tried the other 3 and 2 different cables, same issue.

To be honnest, I don't really care accessing Valerie settings from desktop. My main issue is when I need to connect to one my client SFTP via FileZilla, it works from my laptop, but not from my desktop. Well, it connects to it but I can not retrieve directory listing, see error message. Again, no issues from my lapop. I assumed that it could be a similar issue than the one I have getting to Valerie settings.

 

[VirginPlusAntgio]

Thanks for the screenshot @FFlo, 

To circle back to your access to the Valerie Internet Access Manager, try to clear your cookies and cache and if the issue continues to occur, try accessing it from a different browser like Edge, Firefox, etc. and let us know if it does the same. 

For your second concern, is your desktop or laptop corporate provided equipment and/or are you using a VPN when attempting to complete Valerie's admin page?

[FFlo]

Thank you for responding.

I tried to clear cookies and caches, same issue.

I tried from Edge, Firefox, same issue.

I tried from private/incognito, same issue.

I do not use a VPN connection. Both my desktop and laptop are my personal devices without any corporate security software.

[VirginPlusAntgio · Accepted solution]

One last thing we can try is a full factory reset of your Valerie modem and see if that resolves the Admin. page access issues.
Outside of that, we can look at swapping your Valerie modem.

[meesh]

All links to log in to Valerie http://VALERIE (to create guest password) are broken. Cannot log in to modem at all.

[RickR]

I changed valerie modem admin password , now I have  forgotten that password and cant log in.

I tried pressing the key icon to retrieve my admin password, it shows/displays my correct email info and says it sent, but I still don't receive any email, with the password, yes I check the spam folder.

I tried pressing reset button on the side for 5 seconds, but it just restarts the device, does Not reset to factory settings.

Please let me know how to factory reset the device to log in?

[VirginPlusKris]

Hi there, @RickR. Welcome to the Virgin Plus Community, and thanks for your post.

We'll be reaching out in a private message to assist further. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message