No wireless connection

I'm working with a friend in another state with his laptop which isn't connecting.

I have tried ipconfig, restarting the computer and wireless modem. ipconfig is not showing a good address.

I try to use the Toshiba utility to repair with no help. Tried to refresh networks, no help.

He cannot connect at home or at work so it's definitely the laptop.

What do I look for or try next?