Windows Vista - Internet/Network Connectivity

Overview

    Purpose

    Use this checklist to troubleshoot network connections, wireless and wired. There are also steps for troubleshooting Internet connection with or without being connected to a network. Begin your troubleshooting by completing the Required First Steps.

    Typical Symptoms

    • Unable to connect to the router
    • Intermittently disconnects from the network (internet)
    • Weak wireless connection
    • Page not displayed on web page
    • Unable to connect to Internet

    Notes

  

Required First Steps

    Check network equipment

    Make sure the DSL/cable modem and router are properly connected and functioning.

    • Make sure the DSL/cable modem and router LEDs are lit.
    • Make sure the cables to the DSL/cable modem and router are connected correctly.
    • Make sure a network cable is being used and not a telephone cable.
    • If given a choice between using Ethernet or USB to connect the modem to the router or directly to the computer, use Ethernet for better connection and reliability.

    Reseat network cables

    Remove and reinstall the network (RJ-45) cable between the router and the cable/DSL modem.

    Power-cycle network components

    1. Disconnect the power, wait one minute, then reconnect power to the DSL/Cable modem. This power-cycles (restarts) the DSL/Cable modem. Make sure proper LEDs light on the DSL/Cable modem.

    2. Disconnect the power, wait 15 seconds, then reconnect power to the router. This power-cycles the router. Make sure proper LEDs light on the router.

    3. Restart the computer. For notebooks using a PC card adapter, reseat the card prior to restarting the notebook.

    4. Enter Network and Sharing Center, then run Diagnose and repair.

    5. Retry connection.

    Note: If you are using VOIP, the internet connection to the modem is active. Do not power-cycle the modem as the internet connection is working.

    Next steps

    • For wireless networks, start with the steps in the Wireless Steps section. Continue on with the steps in Wired & Wireless Steps and Internet Connection Steps until the issue is resolved.
    • For wired networks, start with Wired & Wireless Steps. Continue on with the steps in Internet Connection Steps until the issue is resolved.
    • If you are not using a network for sharing the Internet, or the network connection is functioning properly, go to the Internet Connection Steps.

Wireless Steps

    Turn on the wireless antenna radio

    If the computer is a notebook using the integrated wireless adapter, make sure that the wireless antenna radio is turned on. For Gateway notebooks, use keyboard keys Fn+F2 to turn on the wireless antenna. For notebooks equipped with a wireless device switch on the chassis, ensure this switch is in the On position. Reference your User's Guide for specific model information.

    Check the router location

    Make sure that the computer is in the same room or very close to where the wireless router or access point is located. This is for troubleshooting purposes only to help rule out environmental issues. If the wireless network is seen when in the same room, and not in another location, something in the environment between the router and the computer is interfering.

    Check the SSID

    Make sure that the SSID (network name) is turned on at the wireless router. For network security, it is best to not use the default name for the SSID.

    A simple method to enter the router configuration is using the Default Gateway in the Internet Explorer address bar.

    1. From the Start menu, click Run.

    2. In the Run dialog box, type: cmd, then press ENTER.

    3. At the command prompt, type: ipconfig, then press ENTER.

    4. Document the IP address for Default Gateway.

    5. Open Internet Explorer. Enter the Default Gateway IP address in the Internet Explorer address bar, then press ENTER.

    6. Enter the User Name and Password when prompted.

    7. On the menu, locate Wireless Settings (name may vary), then verify the SSID broadcast is enabled.

    Note: The procedure to turn on the SSID varies from router to router. Check the router documentation or manufacturer's web site for information on performing this step.

    Connect to correct wireless router

    Make sure you are attempting to connect to the correct router and not your neighbor's wireless network. Having a unique SSID makes this easier. Reference the router documentation for more details.

    Connect to a wireless router

    1. Click the Start button, then click Connect To.

      Note: Alternatively you may right-click the Network icon in the system tray and then select Connect to a network.
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    2. In the Connect to a network dialog box, select the appropriate network connection, and then click Connect.
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    3. In the Connect to a network dialog box, enter the appropriate SSID if prompted, and then click Next. If the connection is not secure, click Connect Anyway.
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    4. The connection is established.
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    5. In the Connect to a network dialog box, click Close.
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    Encryption entered correctly

    • Make sure the encryption code is entered correctly if the router has encryption enabled. The encryption code (passphrase) is prompted for when first attempting to connect to the selected network when the network is encrypted.
    • Temporarily disable encryption on the wireless router, then try to connect to the router. If the computer connects without encryption, write down the encryption code entered verbatim (it is case sensitive), then retry with encryption enabled.

    Note: The procedure to enable and disable encryption varies from router to router. Check the router documentation or manufacturer's web site for information on performing this step.

    Recognize different network

    See if the computer can recognize a different wireless network than yours. If the computer can recognize a different wireless network, check you wireless router's configuration verifying the SSID is turned on.

    Note: If another network is not available for detection, and all other troubleshooting has been accomplished, go to a local wi-fi hotspot and attempt network detection.

    Clear wireless network from Network and Sharing Center

    Remove the desired network from the Network and Sharing Center, then try to reconnect.

    1. Click the Start button. then click Network.

    2. In the Network window, click Network and Sharing Center.
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    3. In the Network and Sharing Center window, click Manage wireless networks.
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    4. In the Manage Wireless Networks window, select the network to remove, then click Remove.
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    5. In the Warning dialog box, click OK.
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    6. Re-detect the wireless network and attempt to connect to it.

    Check the Power Savings setting

    If this is a notebook computer, check power consumption settings for when the computer is running on battery power.

    1. Click Start. In the Start Search box, type: power

    2. From the list select Power options.

    3. In the Power Options window, click Change plan settings for the power plan.

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    4. In the Edit Plan Settings window, click Change advanced power settings.

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    5. IN the Advanced Settings dialog box, click the + sign if front of Wireless Adapter Settings, then click the + sign in front of Power Saving Mode.

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    6. In the selection for On Battery, select Maximum Performance from the list.

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    7. Click OK, then close all other windows and restart the computer.

    8. Retry the connection.

    Check the wireless adapter

    If the computer is a desktop with an internal PCI wireless adapter, make sure the card is physically installed correctly. Make sure the driver is installed and the card is recognized in Device Manager. Make sure the antenna is connected to the card. The antenna for an 802.11/b or 802.11/g is typically a single antenna. The antenna for the 802.11/n card typically has three cables that connect to the card.

    For desktop computers with a USB wireless network adapter, make sure the drivers are installed and it is recognized in Device Manager. Most USB wireless network adapters come with cable for locating the adapter in an alternate location. Try the adapter in alternate locations to increase the wireless signal detection.

    Check the 802.11 standard

    Make sure that the adapter and wireless router are using the same wireless standard (802.11a/b/g).

    The following is an example of Intel Pro/Wireless Adapter Properties showing the wireless standard used on the Advanced tab.

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    Check for environmental interferences

    Check for environmental interferences like cordless telephones or microwaves using the same frequency. Fluorescent lights and other items that create an electromagnetic field can also interfere with signal reception.

    There are things you can try in this situation:

    • If any devices like these are near your computer, turn them off temporarily or move them farther away.
    • Change the router or access point settings to use a different wireless channel, or set the channel to be selected automatically if it is set to a fixed channel number. Sometimes one wireless channel is clearer than others. In the United States and Canada, you can use channels 1, 6, and 11. Check the information that came with your access point or router for instructions about setting the wireless signal channel.
    • Move the location of the wireless router or location of the computer to where the interfering items do not affect signal reception.

Wired & Wireless Steps

    Run Diagnose and Repair

    1. Click Start, then click Control Panel.

    2. In Control Panel, click Network and Sharing Center.

    3. In the Network and Sharing Center, click Diagnose and repair.

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    4. Diagnose and repair detects if there is a problem related to connecting to the Internet or a home network and attempts to repair it.

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    Unbind TCP/IPv6

    1. Click the Start button, then click Network.

    2. In the Network window, click Network and Sharing Center.
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    3. In the Network and Sharing Center window, click Manage network connections.
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    4. In the Network Connections window, right-click the network connection you are trying to use (Wireless or Local Area Connection), and then click Properties.
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    5. In the Properties dialog box, on the Networking tab, in the This connection uses the following items: area, click to clear check mark from Internet Protocol Version 6 (TCP/IPv6). Click OK.
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    6. Shut down Windows, restart the computer, and then try connecting to the Internet.

    Use ping

    Use the ping command to send test packets to an address to test functionality.

    1. In the Start Search box, type cmd, then select cmd from the list.

    2. At the command prompt, type ipconfig and press ENTER.

    3. Write down the information listed for IP Address (local address) and Default Gateway (router's address).

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    4. At the command prompt, type ping xxxx (where xxxx is the address or entry listed in the table below).

    5. Use the steps in the following table in order to troubleshoot the problem. If the step completes successfully, move to the next step.

      6. Action
      What it tests
      What it does not test
      1Ping 127.0.0.1
      (Loopback address)      		Pinging the loopback tests the TCP/IP stack and software. A network card is not required to ping the loopback.

    6. If pinging the loopback fails, Reset the TCP/IP protocol.
    7. After resetting the TCP/IP protocol, ping the loopback address again. If it fails again, contact technical support.
      		8. A successful ping of the loopback address does not prove that the network card is working. The network hardware is never used to ping the loopback.
      2Ping the local address
      (Computer's IP address)      		Pinging the computers address tests the card's software and internal hardware, as well as the TCP/IP and the driver.
      1. If pinging the local address fails, power down the computer and reseat the network card (if add-in card). Power on the computer and ping the local address again.
      2. If pinging the local address fails again, or if the network card is integrated, reload the network card driver, then ping the local address again.
      3. If pinging the local address still fails, contact technical support
      		Since the ping is local, the network connector and cable are not tested.
      3Ping the default gatewayPinging the computer's default gateway tests the network hardware and an external connection. A successful ping of the default gateway proves the network hardware is functioning correctly.

      If pinging the Default Gateway fails, then there is no connection to the router or modem, whichever is handing out the TCP/IP addresses. Reseat network cables connections and ping the address again. If ping fails again, contact the router/modem manufacturer.

      		Pinging the default gateway does not test external connections or other segments of the network.
      4Ping 64.233.167.104
      (Google.com IP address)      		Pinging the IP address of an external site tests the computer's ability to access external systems or sites. All domain names, such as Gateway.com, have a corresponding IP address that's translated by DNS.

      If pinging the IP address fails, check broadband Internet service.

      		Pinging an IP address does not test a DNS address. If the DNS resolver is corrupted, or the DNS server is down, a ping may work and opening a web page would still fail.
      5Ping www.google.com
      (google.com DNS name)      		Pinging the domain name of an external site tests that the card is working and that the computer has a valid IP and DNS address.

      If pinging the domain name fails, refer to Ipconfig /flushdns.

      		If the service provider is having problems with a specific region, some sites may work while others fail.

    ipconfig /flushdns

    Complete an ipconfig /flushdns process. After the default gateway repopulates, wait 30 seconds and reconnect.

    1. Click the Start button, type cmd in the search box. From the listed items, select Command prompt.

    2. At the command prompt, type: ipconfig /flushdns. Press ENTER.

    Reset the TCP/IP protocol

    1. Click the Start button, type cmd in the search box. From the listed items, select Command prompt.

    2. Type: netsh int ip reset, then press ENTER.
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    3. Type: Exit, then press ENTER.
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    4. Restart the computer.

    Note: After resetting the TCP/IP protocol, ping the loopback address. If pinging the loopback address fails after the reset, contact technical support.

    Check and repair Winsock corruption

    To manually repair Winsock in Windows Vista:

    1. Click the Start button, type cmd in the search box. From the listed items, select Command prompt.

    2. Type netsh winsock reset, and then press ENTER.
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    3. Type Exit and press ENTER.
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    4. Restart the computer.

    Change the adapter settings for TCP/IPv4

    Check the adapter settings for TCP/IPv4 checksum entries. If present,

    1. In the Network Connections window, right-click the network connection you are trying to use (Wireless or Local Area Connection), and then click Properties.
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    2. In the Properties dialog box, on the Networking tab, click to select your network connection, and then click Configure.
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    3. In the Controller Properties window, click the Advanced tab.
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    4. On the Advanced tab, in the Properties area, click to select and then change the value of any option with an option of (IPv4) to Disabled. Click OK. The usual items to look for are: IPv4 Checksum Offload, TCP Checksum Offload (IPv4), UDP Checksum Offload (IPv4).
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    5. Shut down Windows, restart the computer, and then try connecting to the Internet.

    Check Device Manager

    Make sure that the wireless adapter is working properly in Device Manager.

    The following is an example of Intel Pro/Wireless Adapter Properties showing the adapter is working properly message on the General tab.

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    If the adapter is detected as not working properly, uninstall and reinstall the drivers.

    Update the device driver

    If reinstalling the device driver does not resolve the problem, try to update the device driver. Updated drivers may be found at the manufacturer's web site.

    Start into Windows using Safe Mode with Networking

    1. Restart the computer.

    2. As the Gateway/eMachine logo appears, start tapping the F8 key repeatedly until the Advanced Options Menu appears.

      3. Note: If the Windows logo comes up or the computer enters normal Windows again, restart the computer and retry.

    3. Use the arrow keys to highlight Safe Mode with Networking, then press the ENTER key.
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    4. If prompted for the operating system, select the correct option, then press ENTER.

    5. If prompted for a username, select the correct user's name and enter the password.

    6. Upon entering Windows, you are prompted whether to continue using Safe Mode. Select Yes.

    7. Open Internet Explorer. Type www.gateway.com in the address bar to test the Internet connection.

    8. If able to access the internet, restart computer and remove startup items using System Configuration (MSConfig). Re-enable items one at a time and restart the compter, then test the connection each time.

    Clear network from Network and Sharing Center

    Remove the desired network from the Network and Sharing Center, then try to reconnect.

    Note: The following example uses the wireless network. A wired network uses the same steps with selecting the wired network in the Network and Sharing Center.

    1. Click the Start button. then click Network.

    2. In the Network window, click Network and Sharing Center.
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    3. In the Network and Sharing Center window, click Manage wireless networks.
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    4. In the Manage Wireless Networks window, select the network to remove, then click Remove.
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    5. In the Warning dialog box, click OK.
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    6. Re-detect the wireless network and attempt to connect to it.

    Reset router to factory defaults

    1. Reset the router to factory defaults. This is normally a small button on the front or rear of the router.

    2. Restart the computer.

    3. Retest your connection.

    Note: Any custom setting on the router can be re-entered after resetting the router and testing the connection. An incorrect setting can prevent connection.

    Note: The procedure to reset the router varies between manufacturers. Check the router documentation or manufacturer's web site for information on performing this step.

    Run System Restore

    1. Close any open programs.

    2. Click the Start button, click All Programs, Accessories, System Tools, and then click System Restore.

      Note: System Restore can also be opened by typing Start Search keyword: rstrui.

    3. In the User Account Control dialog box, click Continue.

    4. In the System Restore dialog box, click Recommended restore, and then click Next.
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      Note: If a different restore point is needed, select Choose a different restore point, and then click Next. Select a day and time from the list when the computer was working properly, and then click Next.
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    5. In the Confirm your restore point dialog box, click Finish.
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    6. In the System Restore dialog box, click Yes. The computer restarts and make the appropriate changes.
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    7. After the computer returns to Windows, in the System Restore dialog box, click Close.
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    8. Determine whether the computer is working properly. If it does not work properly, repeat the preceding steps and select an earlier time and date.

    Contact the router manufacturer

    For configuring the router, contact the router manufacturer. The following is a list of common router and adapter manufacturers.

    2Wire
    (877) 347-8680
    		http://www.2wire.com
    Belkin
    (800) 223-5546
    		http://www.belkin.com
    Buffalo
    (866) 752-6210
    		http://www.buffalotech.com/home/
    D-Link
    (877) 453-5465
    		http://www.dlink.com
    Linksys
    (800) 326-7114
    		http://www.linksys.com
    Netgear
    (888) 638-4327
    		http://www.netgear.com

    Note: If the modem is supplied by the ISP, contact the ISP for configuration assistance.

  

Internet Connection Steps

    Restart after downloading updates

    If updates for Windows or security software have been downloaded since the last time the computer was started (or restarted), restart the computer to have the changes take effect.

    Secure Sites

    A secure site is usually noted by an address beginning with https:// or states that you are accessing a secure site when clicked on. Adjust the security settings in Internet Explorer and your security software. If these are set too high, they will block the connection to a secure site. Some secure sites require certificate of authorization from the site to access, check with the site administrator for the site that you are trying to access.

    Disable the Phishing filter

    If Internet Explorer 7 is slow to open Web sites, you can disable the Phishing Filter to see if it helps. The Phishing Filter adds additional security so in most cases it should be enabled but can be disabled for troubleshooting purposes.

    To disable the Phishing Filter in IE7:

    1. Open Internet Explorer.

    2. In the Internet Explorer window, click the Tools pull down menu in the upper right, select Phishing Filter, and then select Turn Off Automatic Website Checking.

    3. In the Microsoft Phishing Filter dialog box, verify that Turn off automatic Phishing Filter is selected and then click OK.
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    Check Proxy setting in Internet Explorer

    Make sure that the selection for Use Proxy is not enabled.

    1. In Internet Explorer, click Tools, then click Internet Options.

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    2. In Internet Options, click the Connections tab.

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    3. Click the Settings button.

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    4. In the Proxy server section, make sure there is not a check in box for Use a proxy server.... If one is present, remove the check mark, then click OK.

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    5. Close Internet Options, then close Internet Explorer.

    6. Restart the computer, then retry the Internet connection.

    Delete Browsing History

    1. From the Start menu, click Internet Explorer.

    2. On the toolbar, click Tools, and then click Delete Browsing History.

    3. In the Delete Browsing History dialog box, click Delete Cookies.
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    4. In the Delete Cookies dialog box, click Yes.
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    5. In the Delete Browsing History dialog box, click Delete history.
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    6. In the Delete history dialog box, click Yes.
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    7. In the Delete Browsing History dialog box, click Delete files.
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    8. In the Delete files dialog box, click Yes.
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      Note: If there are multiple user names, repeat the Delete temporary files process for each user name.

    9. Close Internet Explorer.

    10. Reopen Internet Explorer, then try to browse the Internet.

    Reset Internet Explorer to default settings

    1. In Internet Explorer, click Tools, and then click Internet Options.

    2. Click the Advanced tab, and then click Reset.
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    3. Click Reset.
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    4. If prompted by Windows Defender to permit this action, click Allow Permit.

    5. Internet Explorer settings are reset. When completed, click Close.
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    6. Click OK twice, and then close Internet Explorer.

    7. Re-open Internet Explorer, and then try to browse the Internet.

    Check for DSL filters

    If you are using a DSL modem for your ISP connection, make sure filters are on every telephone jack other than the one where the modem is connected. This includes jacks being used for satellite service.

    Uninstall/Reinstall McAfee

    1. Uninstall McAfee from the computer.

    2. If McAfee does not uninstall properly, go to: What can I do when McAfee products do not uninstall properly?.

    3. After McAfee has been uninstalled, restart the computer. Try Internet connection.

    4. Reinstall the McAfee software.

    5. After McAfee has been installed, try to access the Internet.

    Check for active broadband Internet service

    Make sure the broadband Internet service is active by temporarily connecting the computer directly to the DSL/cable modem using an ethernet cable. Restart the computer and test the Internet connection. If the Internet connection is not functional, contact the Internet Service Provider (ISP).

    Note: If the DSL/cable modem has been replaced and not registered with the ISP, contacting the ISP is necessary.

    The following is a list of common Internet Service Provider.

    America OnLine (AOL)(800) 827-6364
    BellSouth(888) 757-6500
    Blue Frog(585) 756-4593
    Charter(888) 438-242-7837 (888-GetCharter)
    Comcast(800) 266-2278
    Cox(866) 474-3499
    DirecWay(866) 347-3292
    Frontier(800) 921-8101
    Juno(888) 839-5866
    Netscape(800) 715-7445
    NetZero(877) 912-5866
    Optimum Online(888) 467-84686 (8884OPTIMUM)
    People PC(888) 587-9669
    QWest(800) 845-6780
    SBC/ATT/Yahoo(877) 722-3755
    Time Warner(800) 756-7956
    Verizon(800) 567-6789

    After making sure the computer is connecting to the Internet directly through the broadband modem, re-introduce the wireless router into the configuration and test/troubleshoot.

Where do I go next?

  1. Run a complete virus scan and spyware scan.
  2. If another wireless network is not available for detection, and all other troubleshooting has been accomplished, go to a local wi-fi hotspot and attempt network detection.
  3. Contact technical support at: