driver download broken

[cursive ocean]

Hi, im trying to download ethernet drivers for my new pc and when i try download it it says no suitable drivers

[fair slate]

Not sure if this will resolve your problem, but what if you browse that driver path back to the downloads folder, and not select directly on the driver file itself?

Do you have any internet on your PC, wifi or ethernet through the default driver that windows would install?

[cursive ocean]

wifi

i think they were installed when i bought the pc

[cursive ocean]

let me try

[fair slate]

If you already have internet, then you should be able to use that MSI Center to just auto detect drivers that you need. Also, I see that you have the Realtek Gaming 2.5GbE Family Controller. Does your ethernet connection not work at all?

[cursive ocean]

nope

plugged into the wall and into the computer

should work

[fair slate]

Do you have another device that you can test on to see if that device connects via ethernet?

[cursive ocean]

yes

it works

[fair slate]

Control Panel\Network and Internet\Network Connections

[fair slate]

Can you take a screenshot, or a picture of what you see there?

[cursive ocean]

where?

[fair slate]

Control Panel\Network and Internet\Network Connections

[cursive ocean]

wdym?

[fair slate]

Also, where did you get that driver from that you downloaded?

[cursive ocean]

the msi website

[fair slate]

What motherboard do you have?

[cursive ocean]

z790-p

[fair slate]

If I am not mistaken, then you should be able to just go to the file that you downloaded and there would be an executable that you can click on for them to just download.

[cursive ocean]

but then it shows no suitable drivers

or am i being dumb

[fair slate]

Not using MSI, just by going to the file in the downloads folder.

What happens if you go to the live update feature in MSI Center where it downloads drivers for you?

[cursive ocean]

live updatye?

[cursive ocean]

you mind telling me how to get there? sorry

[fair slate]

Do you have MSI Center open? Can I get a screenshot of what you are looking at?

[fair slate]

MSI Center is software, not a website.

[cursive ocean]

oh

i dont have that

[fair slate]

Where did that come from?

[cursive ocean]

when i click install for my drivers

[fair slate]

Would you mind messaging directly in a private channel, and sharing your screen? I might be able to help a little easier that way.

[cursive ocean]

yeah sure just give me a second

[fair slate]

Resolution: Contacting online store to have them assist with replacement/repair. Motherboard was not the brand listed on the receipt, and troubleshooting did not get ethernet port working. It could be DOA or broken due to wrong drivers being installed for different branded motherboard.

I would be curious to know if plugging directly into your router did anything, and what they say about fixing the issue.

[fair slate]

This might end up being the case. On the receipt that they sent, it said MSI motherboard, but CPUID HWMonitor and the Intel Driver Updater both said that it was an ASUS board. Depending on what was put on the system with other drivers, it is possible it is effecting how the system communicates with the ethernet port.

[stark socket]

then should he try an asus driver installer?

[cursive ocean]

I have tried ASUS and it doesn’t work either

I am contacting ibuypower support to figure it out

[cursive ocean]

Could the msi wifi drivers be interfering? Should i delete them and replace them with ASUS?

[fair slate]

We discussed how I thought that might be the case since each manufacturer might have their drivers act a little differently, but you said the Ethernet did not work from the beginning, so it might not have been the drivers that you installed.

It could be that they installed the wrong drivers thinking it was MSI since that is what they put on the receipt.

In order to make sure the old drivers are wiped, you would want to reinstall windows and not just install new drivers over the top of the old ones. You could not be sure that all parts of the old drivers are left behind when a new one is installed.

If you go through that route then I would recommend creating a windows installation USB, erase all partitions of your boot drive and start over with a fresh install of windows 11 pro (I think that is what your system said was installed).

[cursive ocean]

Msi wifi drivers arrived already installed though

Hmm if i would have to reinstall everything that would be complicated

[fair slate]

Potentially, who ever wrote that receipt might not have been the one that installed the drivers. When you first turned on the PC were there MSI things already on it?

[cursive ocean]

The ethernet and wifi drivers were already there

[fair slate]

Right, but windows automatically installs a lot of that stuff.

[cursive ocean]

All i did was download gourmet drivers

[cursive ocean]

Hmm, so it wasn’t ibuypower?

[fair slate]

Sort of, it would take time but not really all that complicated. The detection software that we used said it was ASUS, but you said you cannot see a brand on the motherboard itself.

Can you get into the bios?

[cursive ocean]

How would i do that?

Since ethernet didn’t work even before i downloaded anything i dont think it would work if i reinstalled everything again, Ofc i could be wrong

[fair slate]

That is where I cannot be sure what they did or did not do since windows will auto install its own stuff, but companies like I buy power can also do their own courtesy installs to make sure things are working and up to date.

[fair slate]

You are right that if it was not working and they did not install MSI drivers then reinstalling windows would be unlikely to fix the issue because you would just be returning to where you started. The only way it would help is if they also thought it was an MSI board and installed MSI drivers when you first got it.

Are you around your PC now?

[cursive ocean]

Nop

I’m at school

Won’t be around my pc until the weekend

Tbh at this point imma just buy a new router 😭

[fair slate]

That might resolve some issues with the wifi in your room since it had a weak signal, but you should still have Ethernet since that is more reliable and you bought the device that is not fully working, so making sure it can do everything it should be able to do should come first. Especially if you only have a certain return window.

[cursive ocean]

That’s true

I have emailed ibuypower and have not received a reply

I will talk to them in the live chat tonight but it’s inconvenient as i will not be by my pc

[fair slate]

That is true, especially if they will need do to their own troubleshooting before allowing a return/repair based on their internal rules.

At least you can start the conversation, and have it on record that it was started before any expiration dates.

[cursive ocean]

Since they are based in the us a repair would be not worth it

[cursive ocean]

Yup

[fair slate]

Potentially, they might be a big enough company that a repair might mean having a certified local shop do the work and they pay them.

My recommendations would be to mention what the receipt said, MSI, and not just say you installed the drivers because then they could come back saying you broke it. If the receipt clearly said MSI then how else would a reasonable person know.

I would also see what they say regarding next steps with either a repair or return/replacement.

Technically we still have the option to reinstall windows, but I would not want that to prevent anything ibuypower from taking responsibility.

It might not even resolve the issue if the Ethernet port is just physically broken and it is not based on the drivers.

[cursive ocean]

K, ty

[fair slate]

You are welcome. Let me know if you want any more help if ibuypower doesn’t do what you want, and I would also like to see a photo of the bios splash screen the next time you are at your PC. I did not ask last time since it would have meant restarting your PC while we were chatting. Let me know if you need any help with anything and I can try to assist on the weekend.

[cursive ocean]

Ty

[cursive ocean]

neither of these are good options

[fair slate]

Ya, that is a pretty extensive timeline. The issue with the swap is if they replace the board and it is driver issue then you would still potentially have the wrong drivers for the new board. If it is a physical part issue then you would probably still need to change the drivers but you would have a working board. A repair would ideally have them look at everything, and maybe you could request that they do a fresh windows install to have them start from scratch.

[cursive ocean]

yeah nah it would cost us way too much for shipping

i will have to just buy a router

since only ethernet is broken its not that big of a deal

[fair slate]

They would not pay for the shipping despite the fact that it broken when it arrived?

[cursive ocean]

they can only ship to a us address so i would have to reship the the uk which is 200 dollars

[fair slate]

What about a full refund, and just reordering a new device?

[cursive ocean]

i will ask but i dont want to wait 2 months again

[fair slate]

Are there not any UK based PC building companies?

[cursive ocean]

there will be and it would be best for me to contact them instead

[fair slate]

Potentially, since you do not seem comfortable servicing the device yourself, it would probably be best to have a local company to return to if another issue happens in the future.

IF you plan on wanting that device returned, I would start on that process now, so the window to do so does not expire. We still have the option on trying to start from a fresh install with no MSI drivers, and see if the ethernet gets detected.

[cursive ocean]

i will start with that if my parents are fine with it

[fair slate]

Regardless of if you go with wifi only, which I understand not wanting to be without a device for so long, but I would not settle for a device that you paid $2k+ on with any broken parts.

[cursive ocean]

on the other hand i dont want to spend more money when i spent 3kgbp on it already

but i see your point

if it is still broken after a fresh reinstall i will look into someone coming to my house to fix it

[fair slate]

Assuming it is just a broken port, it would mean a motherboard swap. Meaning you pay for a new motherboard and pay for their time to fix it.

[cursive ocean]

motherboards are like 200usd right?

plus maybe 100usd for the time

300usd for something i dont need

[fair slate]

Assuming you got a MSI PRO Z790-A WiFi ProSeries Motherboard, it would be $279.99 USD.

It is difficult to decide what works best for you because we are not even sure what the specific issue is. One question that I think I asked earlier, but I do not remember getting an answer. Was there any MSI software already installed on that device before you started?

[cursive ocean]

im broke already 😭

[cursive ocean]

im pretty sure there wasnt

[fair slate]

I am just curious because the pre-build companies will usually install their own bloatware on it, and would not come default with a standard windows install. If there was any MSI branded stuff, then it would be an indicator that the builder was installing stuff on the device.

I would still like to see something proving it is either MSI or ASUS, because you said it was not clear based on what you could see on the board itself right? When looking through the glass? The things that told us it was ASUS was software that detects the devices that are running.

[cursive ocean]

do you think both softwares got it wrong?

i will ask customer support to see if they can confirm which mobo i was sent

[fair slate]

I doubt it, because that is what they are designed to do. I just also do not know how the receipt and the builder would be wrong either.

It should be easy enough to check if you remove the glass to get a better look, start up the system and see what appears on the screen, because the motherboards brand that image, or open the BIOS and seeing what brand the BIOS shows.

All of this would mean you need to be in front of the PC though.

[cursive ocean]

oh

when i start my monitor i get the asus log

logo

and when i was turning on safe boot once i got the asus log

logo

i just assumed that was from my gpu

[fair slate]

That would be the bios splash screen, before windows starts to run the motherboard's bios has control of the system.

[cursive ocean]

ah ok

so that proves it

and customer support proved it again

[fair slate]

Cool, still their fault for saying one thing on the receipt and I assume you based your driver installing decisions on that?

[cursive ocean]

yes, i however only downloaded chipset

should i delete chipset? i dont know what it does

[fair slate]

Is the Chipset the Same As the Motherboard?
No, the chipset and the motherboard are not the same. However, a chipset is a part of a motherboard, and it is the part that determines what components your motherboard supports.

Think of a chipset as a category of the motherboard. Once you know which chipset you need to support your components, you will then look for motherboards with that chipset. There will be many different motherboards within a specific chipset with distinct features, but all will still support the same components.

[cursive ocean]

so should i remove the msi chipset and try asus?

[fair slate]

A chipset used to be a collection of chips on a motherboard. The chipset served as a middleman between the CPU and other components. The chipset on a motherboard determined the compatibility to additional components.

[cursive ocean]

hm ok

ill get back to you tomorrow when my parents and i decide on what to do

[fair slate]

I do not know if you can remove a chipset because its role is to communicate with other devices. If you install the correct chipset over the old one then I do not know if it would leave any old data behind or COMPLETELY remove the old one.

[cursive ocean]

everything worked before i installed the msi chipset

[fair slate]

You said the ethernet did not work from the very beginning before you did anything.

[cursive ocean]

yup i meant everything excpet ethernet

[fair slate]

Yep, talk to your family and determine what works best for you:

-Return for full refund.
-Try repair (Not sure what that means specifically).
-Try installing the correct drivers over the old one.
-We try a fresh windows install and see if that fixes the issue.

[cursive ocean]

I am not eligible for a refund apparently

[fair slate]

It arrived broken so paying anything out of pocket, including shipping/repair fees, should be covered by them no matter what country you are in. Did they say anything about cover the cost of new parts/service?

I just looked at their return policy and they just blanketly do not take on the shipping fees:

HOW TO RETURN A PRODUCT:

Before returning a product, you MUST first contact iBUYPOWER customer service at 888-462-3899 and obtain a Return Merchandise Authorization (RMA) number before the end of the applicable return period. iBUYPOWER will not accept returns without an RMA number. NOTE: You must ship the product to iBUYPOWER within 10 days of the date that iBUYPOWER issues the RMA number and MUST follow these steps:

Ship back all products you are seeking to return to iBUYPOWER and for which you received an RMA number. For partial returns, your credit may be less than the invoice or individual component price due to bundled or promotional pricing or any unadvertised discounts or concessions.
Return the products in their original packaging, in as-new condition, along with any media, documentation, and any other items that were included in your original shipment. iBUYPOWER will not provide a replacement shipping box under any circumstances.
Ship the products at your expense, and insure the shipment or accept the risk of loss or damage during shipment. Shipping labels will only be provided in circumstances of DOA or damaged deliveries.
Upon receipt of your return, iBUYPOWER will issue a credit or a refund of the purchase price paid less shipping and handling, and any applicable restocking fees subject to this policy.

[cursive ocean]

It’s because they only ship to us or Canada and I live the in the uk

They clearly stated I would not be covered for shipping to the us and shipping back from the us to the uk after

[fair slate]

Not sure what the UK site says, but I guess their warranty says parts are covered:

3 Year Labor, 1 Year Parts

The 3 year labor warranty protects the system against defects in materials or workmanship, and 1 year parts includes replacement of parts due to manufacturer's defect or damage during transit from the original date of invoice. During this period, we will replace or repair any defective parts without charge to you. Monitors and peripherals are not covered in this warranty.

I guess it just doesn't say anything about shipping those parts to you. Your original message said they would refund the part once you shipped the bad part to them, but that is only the cost of the part.

[fair slate]

Alright, that limits your options, but you can discuss what you want to try, and we can explore the free reinstallation options once you get back in front of your device.

[cursive ocean]

Ight ty

[cursive ocean]

We are getting a specialist to come to our house and look at it

[fair slate]

Sounds like a plan. Something else I was thinking about, but did not consider because my last motherboard io shield did not have it, make sure there are no tabs from the shield that goes on the case going into the Ethernet port. If any of those tabs are in the port then it could block off contact with the pins.

[cursive ocean]

tabs?

also i asked a specialist and he said that my bios could be blocking it

is that a possibility?

[fair slate]

Those little metal pieces that are in that image I posted. It is not impossible for all those little tabs to not get bent out of the way and make their way into the ports on the motherboard. I only mention it to cover everything.

[cursive ocean]

Ah ok

The specialist can look into that

[fair slate]

I did a quick search for LAN settings in the bios, and apparently they do exist. Why one would be deactivated by default is beyond me, but apparently also not impossible.

[cursive ocean]

How would I access the bios?

[fair slate]

The two ways that I know is to repeatedly press the delete key as the system is turning on, right around that bios splash screen, and the bios will open. Some motherboards might use a different key.

The other way is when you get into windows you can hold shift while you press restart and it will get you into an advanced start up menu.

You would then click on the uefi firmware settings and it will restart and load into the bios without having to repeatedly mash any buttons.

[cursive ocean]

ty

[cursive ocean]

checking nopw

[cursive ocean]

IPv6 pxe support was disabled do I enable it?

[fair slate]

I think that specific setting is if you are trying to boot your system over the network and it is trying to find a boot driver over the network. It is not a setting that would effect your Ethernet once booted.

[cursive ocean]

i didnt find anything else

there was a section concerning the ethjernet driver but u cant change anything

[fair slate]

Did you not see something related to the lan controller under advanced at the bottom of this photo?

[cursive ocean]

i dont think so but i will check again

[fair slate]

To be clear, I am referring to the Intel LAN Controller, not the Intel LAN oprom.

[cursive ocean]

Let me check now

[cursive ocean]

I see a Realtek lan controller which is on and a Realtek pxe oprom which is off

[fair slate]

Realtek can be the name of your Ethernet controller, and in your case it is called a Realtek Gaming 2.5GbE Family Controller.

[cursive ocean]

K

Should I turn on the oprom?

[fair slate]

Not necessary, that is for booting from a drive over the network.

Are you looking to do more troubleshooting, or is the guy coming to work on it?

[cursive ocean]

The guy is coming soon

I have bought a router in the meanwhile

[fair slate]

Did you try anything new besides going into the bios?

I think we left off on trying to uninstall and reinstall the correct chipset driver, checking the Ethernet port for any IO shield tabs, and potentially reinstalling windows.

I found this article that has some settings to adjust that we had not considered: https://www.reddit.com/r/ASUS/comments/ovgbf2/b550a_no_internet/

The final solution mentioned in that article is buying a 3rd party network card and putting it in the pcie slot like your GPU is.

[cursive ocean]

i was just checking my ethernet port for tabs and its blicking green

blinking

i will try the reddit link later tho ty

?????

ETHERNET WORKS NOW

💀

[fair slate]

Truly something a PC would do. Was there a windows update?

[cursive ocean]

i dont think so

i have no clue when it started working so idk what changed

[fair slate]

Well that is fantastic and I am glad all the time we spent fussing over it had nothing to do with it.

[cursive ocean]

😭 im sorry

[fair slate]

That is entirely not your fault, I blame the PC 100%.

[cursive ocean]

LOL

i really do appreciate it so much

i already bought a router tho so thats 100pounds wasted 💀

[fair slate]

Ya, it was an interesting project at the very least and challenged my troubleshooting knowledge.

[fair slate]

No, it is not wasted if it gets you a better signal in your room over wifi.

Not being able to send a photo due to poor connection could be resolved with that router, if it is stronger than the old one.

[cursive ocean]

thats true

a router would help with other devices a lot

[fair slate]

See, not a waste.

[cursive ocean]

true 🤷‍♂️

[fair slate]

I am still thinking about that MSI chipset driver you installed, but am now hesitant to do anything.

[cursive ocean]

i dont think its affecting anything if i havent already uninstalled it

i uninstalled it already

[fair slate]

Uninstalled the MSI one and installed the ASUS one?

[cursive ocean]

ye

[fair slate]

Was that before or after the Ethernet started to work?

[cursive ocean]

no clue

if i had to take a guess i would say before

[fair slate]

Maybe our troubleshooting did have an impact. I am going to say we are geniuses and have conquered this PC.

I’ll be damned if I give the PC credit for fixing itself if I don’t have to.

[cursive ocean]

nah fr tho

[fair slate]

Glad you get to enjoy your amazing gaming PC and have better wifi for the house! Enjoy both and the rest of your weekend.

[cursive ocean]

ty, you 2 obviously

how do i close this?

[fair slate]

Looks like you got it.

[fair slate]

It looked like it closed, but now I see it at the top again. There are options when you select the post where you can close it.