Windows XP - Internet/Network Connectivity

Overview

Required first steps

    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.

    Ipconfig release/renew sequence

    Complete an ipconfig release/renew sequence. After the default gateway repopulates, wait 30 seconds and reconnect.

    1. From the Start menu, click Run.

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

    3. At the command prompt, type: ipconfig /release. Press ENTER. The information should appear without the default gateway being populated.

    4. At the command prompt, type: ipconfig /renew. The information should appear after a few seconds with the default gateway repopulated. Write down the number for the default gateway.

    Next steps

    • For wireless networks, continue 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. Most Gateway notebooks have a designated multi-function button or function key to turn your wireless antenna on or off. This information is located in your notebook's user guide.

    For notebooks equipped with a Wireless network switch on the chassis, ensure this switch is in the On position. The switch must be turned on for the wireless LAN and Bluetooth function keys to work (Fn+F2 for wireless and Fn+F6 for Bluetooth). Reference the Product pages 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.

    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 website 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.

    1. Click Start, click Control Panel, click Network and Internet Connections,
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    2. In Network and Internet Connections, click Network Connections.
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    3. Right-click on the Wireless Network Connection.
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    4. From the menu, select View Available Wireless Networks.
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    5. From the list of wireless networks, select the desired network, then click Connect.
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    Check for wireless network encryption

    • 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 website for information on performing this step.

    Recognize network

    See if the adapter can recognize a different network than the one desired. If the adapter can detect a different network, there may be a problem with the router/access point or it's settings.

    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. Open Device Manager and locate the wireless NIC.

    2. Double-click the wireless NIC entry to open properties.

    3. In the Properties dialog box, click the Power Management tab.
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    4. Look through the various options on this page to see if there is anything related to Power Save settings. If so, try increasing this to a higher value. If the option is just a check mark, remove the check mark so Windows is not allowed to turn off the wireless card.
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      5. Note: The actual setting varies between different models, reference the Product pages for the specific model.

    5. Save changes, and then reboot and test.

    Check the internal PCI 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 antenna is connected to the card. The antenna for a 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.

    Check the wireless standard

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

    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

    Disable Proxy setting

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

    2. In Internet Options, click the Connections tab.
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    3. Click the LAN settings button.
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    4. In the Proxy server section, make sure the check mark is removed for the box Use a proxy server for your LAN.
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    5. Click OK twice.

    Use ping

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

    1. Click Start, then click Run.

    2. In the Run dialog box, type cmd, then click OK.

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

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

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

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

      7. 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.

      If the notebook fails the loopback test:

      • If pinging the loopback fails, Reset the TCP/IP protocol.
      • After resetting the TCP/IP protocol, ping the loopback address again. If it fails again, reload the computer using Full Factory Recovery procedures.
      		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, replace the add-in network card. Follow proper service procedures if the "network card" is integrated.
      		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, conference 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 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. From the Start menu, click Run.

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

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

      Reset the TCP/IP protocol

      1. Click Start, then click Run.

      2. In the Run dialog box, type: cmd, then click OK.
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      3. Type: netsh int ip reset resetlog.txt, then press ENTER.
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      4. Type: Exit, then press ENTER.
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      5. Restart the computer.

      Note: After resetting the TCP/IP protocol, ping the loopback address. If pinging the loopback address fails after the reset, reload the computer using Full Factory Recovery procedures.

      Check and repair Winsock corruption

      To repair Winsock with Windows XP Service Pack 2 (SP2) installed:

      1. Click Start, and then click Run. In the Run dialog box, type: Cmd and press the ENTER key.
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      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.

      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. Retry connection.

      Note: If you are able to use your telephone over VOIP, the internet connection to the modem is active. Do not power-cycle the modem as the internet connection is working.

      Check Device Manager

      Make sure that the network adapter has the correct driver and 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 following instructions in the Windows XP Device Driver Checklist.

      Update the device driver

      Remove and then re-install the driver for the wireless adapter.

      1. Open Device Manager. Locate the Network Adapters entry, and then expand it by clicking the plus (+) symbol in front of it.

      2. Select the entry for the wireless adapter. Right-click the entry, and then from the menu select Uninstall.

      3. From the Action menu, click Scan for hardware changes.

      4. Windows redetects the wireless adapter and installs the appropriate device drivers.

      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 computer, then test the connection each time.

      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 website for information on performing this step.

      Check DHCP

      Check if the router and the cable/DSL modem are both using DHCP. Disable DHCP on the router if both are using it.

      Note: The procedure to change the router settings varies between manufacturers. Check the router documentation or manufacturer's website for information on performing this step.

      Check IP address

      Check if the router and the cable/DSL modem are using the same IP address. Change the IP address on the router if both are using the same address.

      Note: The procedure to change the router settings varies between manufacturers. Check the router documentation or manufacturer's website for information on performing this step.

      Disable the network bridge

      If the computer is using a network bridge and has Windows XP with Service Pack 2, disable the network bridge:

      1. Click Start, click Control Panel. click Settings, and then click Control Panel.

      2. In Control Panel, click Network and Internet Connections, and then click Network Connections.

      3. In the Network Connections dialog box, in the Network Bridge section, select the Network Bridge to be deleted.

      4. In the Network Connections dialog box, from the File menu, click Delete.

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      5. In the Confirm Connection Delete dialog box, click Yes.

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      6. A Network Bridge dialog box opens briefly.

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      7. The Network Bridge section is renamed LAN or High-Speed Internet, and the Network Bridge entry is removed.

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      8. In the Network Connections dialog box, from the File menu, click Close.

      Run System Restore

      1. Click Start, point to All Programs, Accessories, System Tools, and then click System Restore.

      2. In the System Restore dialog box, click Restore my computer to an earlier time, and then click Next.

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      3. In the System Restore dialog box, select a day and time from the list when the computer was working properly, and then click Next.

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      4. Close any open programs, and then in the System Restore dialog box, click Next.

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      5. After the computer returns to Windows, in the System Restore dialog box, click OK.

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      6. Determine whether the computer is working properly. If it does not work properly, repeat the preceding steps and select an earlier time and date.

      Conference router/modem manufacturer

      The following is a list of router and adapter manufacturers for conferencing in while troubleshooting network connection issues. Three-way conferencing should only be done after all other resources have been exhausted. Permission should be granted from your Manager or Senior technician to Three-way conference in with the manufacturer.

      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

Internet 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

    Check to see if it is a secure site being accessed. This is usually noted by an address beginning with https:// or states that you are accessing a secure site when clicked on.

    For problems with secure sites, reference the Help Accessing Secure Internet Sites checklist.

    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.

    2. In Internet Options, click the Connections tab, then click the Settings button.

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    3. 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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    4. Close Internet Options, then close Internet Explorer.

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

    Delete cookie files

    1. Open Internet Explorer.

    2. From the Tools menu, click Internet Options.

    3. In the Internet Options dialog box, click Delete Cookies.

    4. In the Delete Cookies dialog box, click OK.

    Delete temporary internet files

    1. Open Internet Explorer.

    2. From the Tools menu, click Internet Options.

    3. In the Internet Options dialog box, click Delete Files.

    4. In the Delete Files dialog box, click to select Delete all Offline Content, and then click OK.

    Delete downloaded program files

    1. Open Internet Explorer.

    2. Click Tools, and then click Internet Options.

    3. Click Settings.

    4. Click View Objects.

    5. Click View, and then click Details.

    6. If damaged appears in the Status column for any program file, remove that program file.

    7. Close the Downloaded Program Files dialog box.

    Reset Internet Explorer to default settings

    1. In Internet Explorer, click Tools, and then click Internet Options.
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    2. Click the Advanced tab, and then click Restore Defaults.
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    3. Internet Explorer settings are reset. When completed, click OK.
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    4. Close Internet Explorer.

    5. 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.

    Check broadband internet service

    Make sure the broadband Internet service is active by temporarily connecting the computer directly to the DSL/cable modem, using an RJ45 cable. If the Internet connection is not functional, troubleshoot Internet connectivity.

    If necessary, conference in with the Internet Service Provider.

    Note: If the DSL/cable modem has been replaced and not registered, 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 network is not available for detection, and all other troubleshooting has been accomplished, go to a local wi-fi hotspot and attempt network detection.

    If following the above procedures did not resolve your problem, please contact Gateway through one of the following methods: