IP Address Troubleshooting - Verifying a correct IP address

Being unable to connect to the internet and getting a local only access on a computer can frequently be due to invalid IP addresses or the computer being unable to attain a Default Gateway. This guide will walk through checking the IP address the computer is getting and troubleshooting the different issues caused by different IP addresses.

1. Click the Start button in the lower left-hand corner of the screen and type CMD in the Search Programs and Files field and press Enter.
   
   


2. In the command prompt window that appears, type IPCONFIG and press Enter.
   
   


3. The two most important pieces of information displayed will be the IPv4 address and Default Gateway.
   
   
   
   
   • If the IPv4 Address is 0.0.0.0, contact your Internet Service Provider or check out our Router Troubleshooting article here.
   • If the IPv4 Address begins with 169.254.xxx.xxx, check out our 169.254 IP Address troubleshooting article.
   • If the IPv4 Address begins with 192.168.xxx.xxx, verify the default gateway.
   • If the default gateway also begins with 192.168.xxx.xxx, try rebooting the computer or view our articles for how to reset tcp/ip settings and how to reset the Winsock catalog.
   • If the default gateway is 0.0.0.0, contact your Internet Service Provider or check out our Router troubleshooting article.

For more assistance contact Technical Support here.

169.254.xxx.xxx IP Address Troubleshooting

If the IPv4 address of your computer begins with 169.254.xxx.xxx it is typically indicative of a hardware issue, but there are additional troubleshooting steps to go through to determine where the problem lies.

1. Unplug the Ethernet cable from the back of your computer.
2. Click the Start button in the lower left-hand corner of the screen and type CMD in the Search Programs and Files field and press Enter.
   
   


3. In the command prompt window that appears, type IPCONFIG and press Enter.
   
   
   
   
   • If the IPv4 address still reads 169.254.xxx.xxx then the network card in the computer is defective and the computer should be taken in for service.
   • If the IPv4 Address reads Media State Disconnected, reconnect the Ethernet cable to the back of the computer.
4. Turn off the computer.
5. Unplug the power from the modem and directly connect the modem to the computer (if using a router in between the modem and router).
6. Plug the power back into the modem and wait one full minute.
7. Turn the computer back on.
8. Once the computer is back on, click the Start button in the lower left-hand corner of the screen and type CMD in the Search Programs and Files field and press Enter.
   
   


9. In the command prompt window that appears, type IPCONFIG and press Enter.
   
   
   
   
   • If the IPv4 Address is 169.254.xxxx.xxx contact your Internet Service Provider
   • If the IPv4 Address is 192.168.xxx.xxx, try to get online.
   •  If you are able to get online, the problem is with the router (if applicable) or the problem is resolved.
   • If you are unable to get online, check out our articles on resetting your web browser and how to reset the HOSTS file.
   • If the IPv4 Address is 0.0.0.0, reinstall the network card driver.

For more assistance contact Technical Support here.