Tech Tip: How to fix internet connection problems

Everyone who uses the internet experiences connection problems from time to time. The "Cannot display the web page" message in Internet Explorer, or the "Server not found" message in Firefox, or the "Ooops!" message in Google Chrome are familiar but unwanted sights. In each case, you're going nowhere on the web. Sometimes the connection problem is caused by hardware issues: a computer adapter malfunction, a modem or router that has finally burned out, or a broken wire or loose cable. Very often, however, there are software issues that cause the connection problem. Many of these issues can be addressed with just a little bit of technical know-how. This series of how-tos is designed to help you try some of the most common software fixes for internet connection problems. The series includes:

1. How to find a Wireless Access Point before launching a browser
2. How to make sure your network adapter is working and has a software driver
3. How to clear the Proxy Server setting in Internet Explorer
4. How to reset static IP addresses to dynamic IP addresses
5. How to clean out the Windows Hosts file if malware has tampered with it

For more assistance contact Technical Support here.

Basic Router Troubleshooting

After going through IP address troubleshooting or isolating a router as a cause for your computer being unable to get online, this guide will walk through basic troubleshooting steps for a router.

1. Verify the hard wired connections to the router.
   • Unplug all network cables from the modem, computer, and router.
   • Unplug the power from the modem and the power from the router, then shut down the computer
   • Take one end of an Ethernet cable and plug it into the modem in the Internet port then plug the other end of that same cable into the WAN or LAN port on the router. This is usually an isolated port, separate from 4 numbered ports.
   •  Take a second Ethernet cable and plug one end into one of the four numbered ports on the router and plug the other end of that same cable into the computer.
   • Plug the power back into the modem, wait one full minute, then plug the power into the router, wait one more full minute then turn the computer back on.
2. Run the setup disc for the router again
   • If the disc cannot connect to the router to change the settings after verifying the hard wired connections, then the router is likely defective.
   • Verify any connection settings and credentials with your Internet Service Provider when running the setup disc.
3. Verify a second computer is able to get online (if possible).
   • If neither computer is able to get online then the router or modem is the cause of the problem.
4. Go through IP address troubleshooting steps
   • If after going through IP address troubleshooting and basic router troubleshooting the result remains the same, contact your Internet Service Provider or your router manufacturer for additional assistance.

For more assistance contact Technical Support here.

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.