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User reports that they cannot connect to the internet.

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Is the Ethernet cable connected to the computer?

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Is the Ethernet cable connected to the computer?

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The Network cable can be loose or unplugged.

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Do they have a WiFi or Data that you are able to connect to?

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Do they have a WiFi or Data that you are able to connect to?

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Are they disconnected from the network/WiFi?

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Are they disconnected from the network/WiFi?

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Is the back of the router connected and is everything working?

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Is the back of the router connected and is everything working?

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https://www.pcmag.com/news/12-tips-to-troubleshoot-your-internet-connection
General Guide

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With the proliferation of smart home devices, cloud gaming, and video-streaming services, maintaining a strong internet connection is more important than ever. If you're experiencing lag while playing League of Legends, or it takes forever to download music, there's a good chance the problem is on your end and not an issue with your internet service provider. Before you schedule a service call with your cable company, check out our tips for troubleshooting your internet connection.

1. Try Another Device or Website

Start with the obvious: is the problem only happening on one device or all your devices? If your computer's having problems, see if your tablet or someone else's laptop can connect to the internet. If the problem only happens on one device, you can safely narrow the problem down to that particular machine.

If a specific website won't load, try another site. If you can visit other websites just fine, it's likely that the problem is with the website you're trying to visit, and you'll have to wait for them to fix things on their end. Try typing the website's address into downforeveryoneorjustme.com(Opens in a new window) or downdetector.com(Opens in a new window) to see if there's a known service outage.

If there is no known outage, it could be an issue with your browser's cache. You may want to try visiting the site in a private browsing window or from a different browser to see if that fixes the connection problem. And clear your browser's cache and cookies.

2. Check the Wi-Fi Settings

Check the Wi-Fi signal icon in the bottom-right corner of Windows and top-right corner in macOS. Click the icon and make sure you are connected to the proper SSID. If not, you may be accidentally connected to the wrong network by default.

Windows users can change the connection priority or right-click a network and select Forget. On a Mac, open System Preferences > Network > Advanced and uncheck any unwanted networks under the Auto-Join column.

If you're connected to the right network and still having problems, Windows can help you diagnose the issue. Right-click on the network icon in your system tray and select Troubleshoot problems to run the Windows Network Diagnostic routine. This can sometimes correct common issues by resetting the adapter.

You can also check your network adapter settings under Network and Sharing Center in the Control Panel to make sure the adapter is using the correct gateway address and other settings.

3. Check Your Internet Package

If your internet is working, but it's slower than expected, head to a site like Speedtest.net(Opens in a new window) and run a speed test. You'll get a number in megabits per second denoting the speed your computer is actually experiencing. From there, head to your ISP's website and check your bill.

If the number on your bill is the same as your speed test, then you're getting the correct speeds you pay for. If that feels too slow, you'll need to upgrade to something faster. If your speed test is significantly slower than the speed you pay for, then you are indeed having problems, and should continue with troubleshooting.

4. Scan for Viruses

Sometimes your internet connection can be affected by malicious code on your computer. Spyware, viruses, and malware can each have a significant impact on your web-surfing speed and overall system performance. If nothing else is making sense, do a virus scan to be sure.

Windows comes with Windows Defender built in, which can do the job nicely, though there are plenty of free and paid utilities available as well. And yes, even if you have a Mac, you should still invest in good antivirus software -despite what you might have heard, they are not immune to infection.

5. Bypass Your DNS Server

When you type a website into your browser, your computer looks up the IP address of that website using a Domain Name System server. Occasionally, these servers can have problems, making it difficult to visit websites using their friendly domain names (like PCMag.com).

It's like having a working phone with no contact list-you technically have the ability to call people, but you don't know anyone's number.

You can try to fix the issue by flushing your DNS cache. Sometimes these things get stuck, and hitting reset can help. Otherwise, you can change the DNS server outright, either on an individual device or at the router level so it affects everything on the network.

If you can't connect to the internet at all, take a look at your modem and router. Both should have a few LED status indicators-if none of them are lit up, then the modem or router is probably unplugged or powered down. Disconnect the power cord-if you have both a modem and a router, disconnect both-then reconnect the modem after a minute or two.

Make sure that the power switch is in the On position, if there is one. Once its lights are on, plug in your router (if applicable) and wait for it to boot up as well. If you still don't see lights after plugging them in, you may have a failed power adapter, a faulty power strip, or a fried router.

If some of the lights are on, but some aren't-or they're flashing repeatedly-you'll want to look more closely at what they're telling you. For example, if your modem's lights are flashing rather than solid, it may be unable to find an internet connection, necessitating a new modem (or a call to your ISP).

If your router's network light is on but the Wi-Fi lights aren't, you may need to press the Wi-Fi button on the side, or re-enable Wi-Fi from its configuration menu. Check the documentation for your modem and/or router to diagnose what these lights are telling you.

7. Who Else Is Using the Internet?

It's possible that everything is working properly, but a program on your PC-or someone else in the house-is using up all your bandwidth. On Windows, open up the Task Manager by pressing Ctrl + Shift + Esc and click on the Network column to sort by network usage. On a Mac, open press Command + Space to open Spotlight, type "Activity Monitor," and head to Activity Monitor's Network tab.

If a certain app is using a lot of bandwidth-like if you're downloading a big file-you may just need to wait until that process is finished, or cancel it to get your internet snappy again. If you don't see any obvious culprits, see if someone else in the house is downloading a large file on their machine, and tell them to knock it off.

If someone is using a game streaming service, don't let them hog all the bandwidth on the network. There's also always the chance that a neighbor is stealing your Wi-Fi. We have instructions on how to see who is on your network and how to kick them off.

8. Get a Better Signal

If you're using Wi-Fi, there are plenty of problems that can slow down your connection. Try connecting your computer directly to the router with an Ethernet cable. If that solves the problem, then your Wi-Fi signal is poor enough to degrade your internet speed.

Check the Wi-Fi icon on your computer: how many bars do you have? If you're low on bars, you may need to move your router to a more central location in your house, or buy a Wi-Fi extender. (If you already have a Wi-Fi extender, it may just be poor quality-a mesh system will probably do a better job).

If you have full bars but there are a lot of Wi-Fi networks in your building, it may just be too congested, and changing the channel or using the 5GHz band may help solve the problem. Check out our guide to boosting your Wi-Fi signal for more tricks to improving reception.

Firmware is the low-level embedded software that runs your modem, router, and other network hardware. Most vendors provide downloadable firmware updates that can resolve performance issues, add new features, and increase speed. If there's a known issue with your router, it's possible an update will iron things out.

Look for the firmware update tool in the System section of your router's settings and follow the instructions carefully to ensure that you're installing the correct firmware version. Do not download firmware from a third-party site.

10. Wipe Your Settings Clean

If you have previously changed any router settings, and now there's a problem, try resetting your router to its factory default configuration. For most routers, this involves pressing a very small reset button on the rear panel and holding it down for several seconds until the LED lights begin flashing.

Once reset, you can log into the web interface and set it up from scratch as if you're hooking it up for the first time. Just be careful not to enable the same setting that caused the problem in the first place.

11. Upgrade to a Faster Router

If you're using an older 802.11b or 802.11g router, you may want to consider upgrading to a newer, more powerful one, especially if you have multiple computers, smartphones, and other devices vying for bandwidth.

A dual-band router gives you two radio bands to choose from and allows you to dedicate a band to clients that require lots of bandwidth, like streaming video devices and gaming consoles. A tri-band will offer three bands, and can support even more activity on your network.

Moreover, newer routers employ the latest technologies to deliver speedy throughput, with enhanced Wi-Fi range. The latest router standard is 802.11ax, also known as Wi-Fi 6, and it's enhanced version Wi-Fi 6E. Check out our list of the best wireless routers when you're ready to take the plunge.

12. Head to the Source

A coaxial cable splitter (Credit: RadioShack)

If troubleshooting your modem and router doesn't help, the problem may come from further down the line. Inspect the connection coming into your home. This is usually located on the side of your house, and may or may not be housed in an enclosure. Make sure that the main cable hasn't been chewed up by squirrels or knocked loose by a storm.
If you see a cable splitter, make sure each connection is tight and the connectors are properly crimped. If the splitter looks suspect (i.e., rusty or dirty), try replacing it. Cheap splitters can also degrade signal strength, so if you don't need to split the signal, try getting rid of it altogether.

13. Last Resort: Dial Up Your ISP

If you've tried everything and are still experiencing internet connection woes, it's time to call your service provider. The problem could be on their end, and may require a new connection at the pole coming into your house or new equipment, such as a better modem or an amplifier.

If you're experiencing slowdowns at certain times of the day (think after work hours), it's possible that your ISP is simply unable to handle the increased user load, in which case you may want to find a new service provider. Lucky for you, we've tested them to find the fastest ISPs in the country.
Disclosure: Downdetector and Speedtest.net are owned by Ookla, a subsidiary of PCMag's parent company Ziff Davis.

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Get Back Online: 13 Tips to Troubleshoot Your Internet Connection

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With the proliferation of smart home devices, cloud gaming, and video-streaming services, maintaining a strong internet connection is more important than ever. If you're experiencing lag while playing League of Legends, or it takes forever to download music, there's a good chance the problem is on your end and not an issue with your internet service provider.

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Check with the manufacturers of the router.

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Check with the manufacturers of the router.

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The manufacturer may have some information based on the internet or the router.

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The internet provider may have information based on the internet.

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If router is turned off: Turn on router.

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If router is turned off: Turn on router.

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If Ethernet cable is disconnected and they have use of one: Connect it to the computer.

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If Ethernet cable is disconnected and they have use of one: Connect it to the computer.

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If any cables are loose or unplugged: Plug and secure the cables.

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If any cables are loose or unplugged: Plug and secure the cables.

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If they do not have an internet provider: Give them the number to common internet providers and tell them they must buy a data package in order to get internet.

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If they do not have an internet provider: Give them the number to common internet providers and tell them they must buy a data package in order to get internet.

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If the router isn't connected to a outlet and/or if the router isn't connected to the computer: Connect them all.

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If the router isn't connected to a outlet and/or if the router isn't connected to the computer: Connect them all.

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https://support.microsoft.com/en-us/windows/fix-wi-fi-connection-issues-in-windows-9424a1f7-6a3b-65a6-4d78-7f07eee84d2c

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Troubleshooting network problems in Windows

If you can't get email, browse the web, or stream music, chances are you're not connected to your network and can't get onto the internet. To fix the problem, here are some things you can try.

Try these things first to help you fix or narrow down the connection problem.

Make sure Wi‑Fi is turned on. Select the "No internet connection" icon on the right side of the taskbar, and make sure Wi-Fi is turned on. If it isn't, select it to turn it on. Also, make sure Airplane mode is turned off.

Afterwards, see if a Wi-Fi network you recognize and trust appears in the list of networks. If it does, select the Wi-Fi network, and they try to connect to it. If it says Connected underneath the network name, select Disconnect, wait a moment, and then select Connect again.

Try connecting to a network on a different frequency band. Many consumer Wi-Fi routers broadcast at two different network frequency bands: 2.4 GHz and 5 GHz. These will appear as separate networks in the list of available Wi-Fi networks. If your list of available Wi-Fi networks includes both a 2.4 GHz network and a 5 GHz network, try connecting to the other network. To learn more about the differences between 2.4 GHz networks and 5 GHz networks, check out Wi-Fi problems and your home layout.

Make sure the physical Wi‑Fi switch on your laptop is turned on. (An indicator light usually shows when it's on.)

Run the Network troubleshooter. The Network troubleshooter can help diagnose and fix common connection problems.

To run the Network troubleshooter

1. Select the Start button > Settings > Network & Internet > Status.
Open Network & Internet Status settings

2. Under Change your network settings, select Network troubleshooter.

3. Follow the steps in the troubleshooter, and see if that fixes the problem.

Restart your modem and wireless router. This helps create a new connection to your internet service provider (ISP).

When you do this, everyone that is connected to your Wi-Fi network will be temporarily disconnected. The steps you take to restart your modem and router can vary, but here are the general steps. ( Note: If you have a cable modem/Wi-Fi router combo device, you only need to follow the steps for the single device.)

1. Unplug the power cable for the router from the power source.

2. Unplug the power cable for the modem from the power source.

Some modems have a backup battery. If you unplug the modem and lights stay on, remove the battery from the modem.

3. Wait at least 30 seconds or so.

If you had to remove the battery from the modem, put it back in.

4. Plug the modem back into the power source. The lights on the modem will blink. Wait for them to stop blinking.

5. Plug your router back into the power source.

Wait a few minutes for the modem and router to fully power on. You can usually tell when they're ready by looking at the status lights on the two devices.

6. On your PC, try to connect again.

Connection problems can be due to a variety of reasons-problems with the website, your device, the Wi-Fi router, modem, or your Internet Service Provider (ISP). Try the following steps to help narrow down the source of the problem.

1. If the "Wi-Fi connected" icon appears on the right side of the taskbar, visit a different website. If the website opens, there might be a problem with the specific website. If you can't connect to another website, go to the next step.

2. On another laptop or phone, try to connect to the same network. If you can connect, the source of the problem is likely due to your device-go to the section Network troubleshooting on your device. If you can't connect to the network on any device, continue to the next step.

3. Check to see if there is a problem with the connection to your Wi-Fi router. Do this by using a ping test.

1. In the search box on the taskbar, type Command prompt. The Command Prompt button will appear. To the right of it, select Run as administrator > Yes.

2. At the command prompt, type ipconfig, and then select Enter. Look for the name of your Wi-Fi network within the results, and then find the IP address listed next to Default gateway for that Wi-Fi network. Write down that address if you need to. For example: 192.168.1.1

3. At the prompt, type ping <DefaultGateway> and then select Enter. For example, type ping 192.168.1.1 and select Enter. The results should be something like this:

Reply from 192.168.1.1: bytes=32 time=5ms TTL=64

Reply from 192.168.1.1: bytes=32 time=5ms TTL=64

Reply from 192.168.1.1: bytes=32 time=5ms TTL=64

Reply from 192.168.1.1: bytes=32 time=5ms TTL=64

Ping statistics for 192.168.1.1: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 4ms, Maximum = 5ms, Average = 4ms

If you see results like this and are getting a reply, then you have a connection to your Wi-Fi router, so there might be a problem with your modem or ISP. Contact your ISP or check online on another device (if you can) to see if there's a service outage.

If the results of the ping test indicate that you are not getting a reply from the router, try connecting your PC directly to your modem by using an Ethernet cable (if you can). If you can connect to the internet using an Ethernet cable, it confirms the connection problem is due to the Wi-Fi router. Make sure you've installed the latest firmware and see the documentation for your router.

Run network commands

Try running these network commands to manually reset the TCP/IP stack, release and renew the IP address, and flush and reset the DNS client resolver cache:

1. In the search box on the taskbar, type Command prompt. The Command Prompt button will appear. To the right of it, select Run as administrator > Yes.

2. At the command prompt, run the following commands in the listed order, and then check to see if that fixes your connection problem:

Uninstall the network adapter driver and restart

If the previous steps didn't work, try to uninstall the network adapter driver, and then restart your computer. Windows will automatically install the latest driver. Consider this approach if your network connection stopped working properly after a recent update.

Before uninstalling, make sure you have drivers available as a backup. Visit the PC manufacturer's website and download the latest network adapter driver from there. If your PC can't connect to the internet, you'll need to download a driver on a different PC and save it to a USB flash drive so you can install the driver on your PC. You'll need to know the PC manufacturer and model name or number.

1. In the search box on the taskbar, type Device Manager, and then select Device Manager from the list of results.

2. Expand Network adapters, and locate the network adapter for your device.

3. Select the network adapter, and then select Uninstall device > the Delete the driver software for this device check box > Uninstall.

4. After uninstalling the driver, select the Start button > Power > Restart.

After your PC restarts, Windows will automatically look for and install the network adapter driver. Check to see if that fixes your connection problem. If Windows doesn't automatically install a driver, try to install the backup driver you saved before uninstalling.

Check if your network adapter is compatible with the latest Windows Update

If you lost your network connection immediately after upgrading or updating Windows 10, it's possible that the current driver for your network adapter was designed for a previous version of Windows. To check, try temporarily uninstalling the recent Windows Update:

1. Select the Start button, then select Settings > Update & Security> Windows Update > View update history > Uninstall updates.

2. Select the most recent update, then select Uninstall.

If uninstalling the most recent update restores your network connection, check to see if an updated driver is available:

1. In the search box on the taskbar, type Device Manager, and then select Device Manager from the list of results.

2. Expand Network adapters, and locate the network adapter for your device.

3. Select the network adapter, select Update driver > Search automatically for updated driver software, and then follow the instructions.

4. After installing the updated driver, select the Start button > Power > Restart if you're asked to restart, and see if that fixes the connection issue.

If Windows can't find a new driver for your network adapter, visit the PC manufacturer's website and download the latest network adapter driver from there. You'll need to know the PC manufacturer and model name or number.

Do one of the following:

If you couldn't download and install a newer network adapter driver, hide the update that's causing you to lose your network connection. To learn how to hide updates, see Hide Windows Updates or driver updates.

If you could successfully install updated drivers for your network adapter, then reinstall the latest updates. To do this, select the Start button, then select Settings > Update & Security> Windows Update > Check for updates.

Use network reset

Using network reset should be the last step you try. Consider using it if the steps above don't help to get you connected.

This can help solve connection problems you might have after upgrading from a previous version of Windows to Windows 10. It can also help to fix the problem where you can connect to the internet, but can't connect to shared network drives. Network reset removes any network adapters you have installed and the settings for them. After your PC restarts, any network adapters are reinstalled, and the settings for them are set to the defaults.

Note: To use network reset, your PC must be running Windows 10 Version 1607 or later. To see which version of Windows 10 your device is currently running, select the Start button, then select Settings > System > About.

1. Select the Start button, then select Settings > Network & Internet > Status > Network reset.
Open Network & Internet Status settings

2. On the Network reset screen, select Reset now > Yes to confirm.

Wait for your PC to restart, and see if that fixes the problem.

Notes:

After using network reset, you might need to reinstall and set up other networking software you might be using, such as VPN client software or virtual switches from Hyper‑V (if you're using that or other network virtualization software).

Network reset might set each one of your known network connections to a public network profile. In a public network profile, your PC is not discoverable to other PCs and devices on the network, which can help make your PC more secure. However, if your PC is part of a homegroup or used for file or printer sharing, you'll need to make your PC discoverable again by setting it to use a private network profile. To do this, select the Start button, then select Settings > Network & Internet > Wi-Fi . On the Wi-Fi screen, select Manage known networks > the network connection you want to change > Properties. Under Network profile, select Private.

Check your Wi-Fi settings

Wi-Fi adapter manufacturers might have different advanced settings you can change based on your network environment or connection preferences.

Check the Wireless Mode setting for your network adapter and make sure it matches the capabilities of the network you're trying to connect to. If it doesn't match, you won't be able to connect, and the network might not appear in the list of available networks. The Wireless Mode will often be set to Auto or something similar by default, which enables connection for every kind of network that's supported.

To find the wireless mode setting

1. In Device Manager, select Network adapters, and then double-click the network adapter name.

2. Select the Advanced tab and look for a Wireless Mode setting. Make sure it's set to the mode your network is using.

Wi-Fi profile settings

Windows uses the Wi-Fi profile to save the settings that are needed to connect to a Wi-Fi network. These settings include the network security type, key, network name (SSID), and so on. If you can't connect to a Wi-Fi network that you could connect to before, it's possible that the network settings might have changed or the profile is corrupted.

To fix this, remove (or "forget") the network connection, then reconnect to the network. When you forget a network connection, it removes the Wi-Fi network profile from your PC.

To forget a network

1. Select the Wi-Fi network icon on the right side of the taskbar, then select Network & Internet settings.

2. Select Wi-Fi , then select Manage known networks.

3. Select the network you want to forget, then select Forget.

Afterwards, select the Wi-Fi icon on the taskbar and try to reconnect to the desired network to renew the network connection.

Check your home layout

Your Wi-Fi network might be affected by the network's frequency band, channel congestion, and/or signal strength. For more info, see Wi-Fi problems and your home layout.

Check for additional symptoms for the "No internet connection" icon

There may be additional troubleshooting steps you can try, depending on which symptoms you're having. To view these steps, check out Wi-Fi connection icons and what they mean.

Related topics

Make sure Wi-Fi is turned on.

Turn on Wi-Fi.

Make sure the physical Wi‑Fi switch on your laptop is turned on. (An indicator light usually shows when it's on.)

Make sure your PC isn't in airplane mode.

Turn off Airplane mode.

Move closer to the router or access point if you can.

If you don't see the network name at all, the router or access point might not be set to broadcast the network name. In this case, you'll need to connect to it manually.

1. Swipe in from the right edge of the screen, and then select Settings.

2. Type the network name and select Next.

3. Type the password and select Next.

4. Follow any additional instructions to get connected.

The network will be added to your list of networks and will be available to connect to when your computer is in range of the network. To connect to the network, follow these steps:

Open Connect to a Network by selecting the network icon in the notification area.

Let Windows try to help you fix the problem. Try running the Network troubleshooter to see if it can diagnose and fix the problem.

Select the Start button, start typing Network problems, and then select Identify and repair network problems in the list.

The Network Troubleshooter (mentioned above) can help diagnose and fix common connection problems. After using that, try running the network commands below because the combination of doing these two things can help you get connected.

If your problem isn't fixed after running the Network troubleshooter, try to:

Here's how to run networking commands in a command prompt:

1. Select the Start button, start typing cmd, right-click Command Prompt in the list, select Run as Administrator, and then select Yes.

2. At the command prompt, run the following commands in the listed order and then check to see if that fixes your connection problem:

Type netsh winsock reset and press Enter.

Type netsh int ip reset and press Enter.

Type ipconfig /release and press Enter.

Type ipconfig /renew and press Enter.

Type ipconfig /flushdns and press Enter.

This helps create a new connection to your Internet service provider (ISP). When you do this, everyone that is connected to your Wi-Fi network will be temporarily disconnected.

The steps you take to restart your modem and router can vary, but here are the general steps:

1. Unplug the power cable for the router from the power source.

2. Plug the modem back into the power source. The lights on the modem will blink. Wait for them to stop blinking.

3. On your PC, try to connect again.

Make sure it's not a problem with your cable modem or Internet service provider (ISP). If it is, contact your ISP.

1. Select the Start button, start typing cmd, right-click Command Prompt in the list, select Run as Administrator, and then select Yes.

2. At the command prompt, type ipconfig.

Look for the IP address listed next to Default gateway. Write down that address if you need to. For example, 192.168.1.1.

3. At the prompt, type ping <Default gateway> and press Enter. For example, type ping 192.168.1.1 and press Enter.

The result should be something like this:

Reply from 192.168.1.1: bytes=32 time=5ms TTL=64
Reply from 192.168.1.1: bytes=32 time=5ms TTL=64
Reply from 192.168.1.1: bytes=32 time=5ms TTL=64
Reply from 192.168.1.1: bytes=32 time=5ms TTL=64
Ping statistics for 192.168.1.1: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 4ms, Maximum = 5ms, Average = 4ms

If the ping is successful and you see results similar to the results above, but you can't connect to the Internet on your PC, there may be a problem with your modem or Internet service provider (ISP).

If you're still having trouble connecting to a network, it might be related to your network adapter.

Try using the Network Adapter troubleshooter to automatically find and fix some problems. This troubleshooter will disable and re-enable the adapter, and try some other common repairs.

Select the Start button, start typing Troubleshooting, and then select Troubleshooting in the list. Select View all > Network Adapter.

Update the network adapter driver. An outdated or incompatible network adapter driver can cause connection problems. Check to see if an updated driver is available.

1. Select the Start button, start typing Device Manager, and then select it in the list.

2. Select Search automatically for updated driver software.

If Windows can't find a new driver for your network adapter, visit the PC manufacturer's website and download the latest network adapter driver from there. If your PC can't connect to the Internet, you'll need to download a driver on a different PC and save it to a USB flash drive so you can install the driver on your PC. You'll need to know the PC manufacturer and model name or number.

Here are some things to check and try with your router if you're at home and having trouble getting connected.

If you don't see the network name, sign in to your router and check to see if it's set to broadcast the network name.

1. Connect your PC to your router using an Ethernet cable.

2. Open your web browser and type the IP address for your wireless router. (For example, 192.168.1.1 or 172.16.0.0-check the documentation for your router to find the default IP address.)

Check to see if your Wi-Fi network uses Media Access Control (MAC) address filtering for security. If it does, you'll need to add the MAC address for your PC to the access list on your router before you can connect.

1. Select the Start button. Start typing cmd and right-click Command Prompt in the list. Select Run as Administrator, and then select Yes.

2. At the command prompt, type ipconfig /all.

Write down the address that appears next to Physical Address for your wireless network adapter. This is the address you'll need to add to the access list on your router.

To add the MAC address to the access list on your router:

1. Open your web browser and type the IP address for your wireless router. (For example, 192.168.1.1 or 172.16.0.0-check the documentation for your router to find the default IP address.)

2. Sign in with your user name and password, then look for a setting that says MAC Address Filter or something similar.

3. Add the MAC address you wrote down for your PC to the access list and save your changes.

On your PC, try to connect to the Wi-Fi network again.

Make sure Wi-Fi is turned on.

On a laptop, open Windows Mobility Center by selecting the Start button and then selecting Control Panel > Mobile PC > Windows Mobility Center.

Make sure the physical Wi‑Fi switch on your laptop is turned on. (An indicator light usually shows when it's on.)

Check and make sure your PC isn't in airplane mode.

Move closer to the router or access point if you can.

If you don't see the network name at all, the router or access point might not be set to broadcast the network name. In this case, you'll need to connect to it manually.

1. Open Manage Wireless Networks by selecting the Start button, and then selecting Control Panel. In the search box, type wireless and then select Manage wireless networks.

2. Type the network information.

3. If you want Windows to automatically connect when the network is in range, select the Start this connection automatically check box.

4. Select the Connect even if the network is not broadcasting check box, select Next, and then select Close.

The network will be added to your list of networks and will be available to connect to when your computer is in range of the network. To connect to the network, follow these steps:

Open Connect to a Network by selecting the network icon in the notification area.

Let Windows try to help you fix the problem. Try running the Network troubleshooter to see if it can diagnose and fix the problem.

Open the Network troubleshooter by right-clicking the network icon in the notification area and then selecting Troubleshoot problems.

The Network Troubleshooter (mentioned above) can help diagnose and fix common connection problems. After using that, try running the network commands below because the combination of doing these two things can help you get connected.

If your problem isn't fixed after running the Network troubleshooter, try to:

Here's how to run networking commands in a command prompt:

1. Select the Start button . Type cmd in the search box, right-click cmd in the list, select Run as administrator, and then select Yes.

2. At the command prompt, run the following commands in the listed order and then check to see if that fixes your connection problem:

Type netsh winsock reset and press Enter.

Type netsh int ip reset and press Enter.

Type ipconfig /release and press Enter.

Type ipconfig /renew and press Enter.

Type ipconfig /flushdns and press Enter.

This helps create a new connection to your Internet service provider (ISP). When you do this, everyone that is connected to your Wi-Fi network will be temporarily disconnected.

The steps you take to restart your modem and router can vary, but here are the general steps:

1. Unplug the power cable for the router from the power source.

2. Plug the modem back into the power source. The lights on the modem will blink. Wait for them to stop blinking.

3. On your PC, try to connect again.

Make sure it's not a problem with your cable modem or Internet service provider (ISP). If it is, contact your ISP.

1. Select the Start button . Type cmd in the search box, right-click cmd in the list, select Run as administrator, and then select Yes.

2. At the command prompt, type ipconfig.

Look for the IP address listed next to Default gateway. Write down that address if you need to. For example, 192.168.1.1.

3. At the prompt, type ping <Default gateway> and press Enter. For example, type ping 192.168.1.1 and press Enter.

The result should be something like this:

Reply from 192.168.1.1: bytes=32 time=5ms TTL=64
Reply from 192.168.1.1: bytes=32 time=5ms TTL=64
Reply from 192.168.1.1: bytes=32 time=5ms TTL=64
Reply from 192.168.1.1: bytes=32 time=5ms TTL=64
Ping statistics for 192.168.1.1: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 4ms, Maximum = 5ms, Average = 4ms

If the ping is successful and you see results similar to the results above, but you can't connect to the Internet on your PC, there may be a problem with your modem or Internet service provider (ISP).

If you're still having trouble connecting to a network, it might be related to your network adapter.

Try using the Network Adapter troubleshooter to automatically find and fix some problems. This troubleshooter will disable and re-enable the adapter, and try some other common repairs.

Open the Network Adapter troubleshooter by selecting the Start button and then selecting Control Panel. In the search box, type troubleshooter and then select Troubleshooting > View all > Network Adapter.

Update the network adapter driver. An outdated or incompatible network adapter driver can cause connection problems. Check to see if an updated driver is available.

1. Open Device Manager by selecting the Start button , selecting Control Panel, selecting System and Security, and then, under System, selecting Device Manager . If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

2. Select Search automatically for updated driver software.

If Windows can't find a new driver for your network adapter, visit the PC manufacturer's website and download the latest network adapter driver from there. If your PC can't connect to the Internet, you'll need to download a driver on a different PC and save it to a USB flash drive so you can install the driver on your PC. You'll need to know the PC manufacturer and model name or number.

Here are some things to check and try with your router if you're at home and having trouble getting connected.

If you don't see the network name, sign in to your router and check to see if it's set to broadcast the network name.

1. Connect your PC to your router using an Ethernet cable.

2. Open your web browser and type the IP address for your wireless router. (For example, 192.168.1.1 or 172.16.0.0-check the documentation for your router to find the default IP address.)

Check to see if your Wi-Fi network uses Media Access Control (MAC) address filtering for security. If it does, you'll need to add the MAC address for your PC to the access list on your router before you can connect.

1. Select the Start button. Type cmd in the search box and right-click cmd in the list. Select Run as administrator, and then select Yes.

2. At the command prompt, type ipconfig /all.

Write down the address that appears next to Physical Address for your wireless network adapter. This is the address you'll need to add to the access list on your router.

To add the MAC address to the access list on your router:

1. Open your web browser and type the IP address for your wireless router. (For example, 192.168.1.1 or 172.16.0.0-check the documentation for your router to find the default IP address.)

2. Sign in with your user name and password, then look for a setting that says MAC Address Filter or something similar.

3. Add the MAC address you wrote down for your PC to the access list and save your changes.

On your PC, try to connect to the Wi-Fi network again.

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If you can't get email, browse the web, or stream music, chances are you're not connected to your network and can't get onto the internet. To fix the problem, here are some things you can try. Try these things first to help you fix or narrow down the connection problem.

# data[].attributes.headline
Computer isn't connecting properly to a certain GHz network.

# data[].attributes.subject
Computer isn't connecting properly to a certain GHz network.

# data[].attributes.body
They can try connecting to different internets since there are 2 types. 2.4 GHz network and 5 GHz network

# data[].attributes.body
Ethernet cable could be damaged if not properly taken care of.

# data[].attributes.headline
Have they restarted their computer recently?

# data[].attributes.subject
Have they restarted their computer recently?

# data[].attributes.headline
They haven't paid their internet provider

# data[].attributes.subject
They haven't paid their internet provider

# data[].attributes.body
Router may not be up to date with the latest firmware.

# data[].attributes.headline
WiFi username and/or password is incorrect.

# data[].attributes.subject
WiFi username and/or password is incorrect.

# data[].attributes.headline
Chosen Problem: Computer isn't connecting to a certain GHZ network

# data[].attributes.subject
Chosen Problem: Computer isn't connecting to a certain GHZ network

# data[].attributes.body
They can try connecting to different internets since there are 2 types. 2.4 GHz network and 5 GHz network

# data[].attributes.body
check if your router to modem cable is damaged or loose. If damaged get a new network cable to replace the older one.

# data[].attributes.headline
First, go to the WiFi in your settings, then connect to the 2.4GHz network, and make sure you input the right password. If that doesn't work try connecting to the 5.0 GHz and make sure to input the right password. 

# data[].attributes.subject
First, go to the WiFi in your settings, then connect to the 2.4GHz network, and make sure you input the right password. If that doesn't work try connecting to the 5.0 GHz and make sure to input the right password. 

# data[].attributes.body
How/what will you test to make sure the system is back to working condition?

# data[].attributes.headline
If the theory is correct, they would connect their internet to the band that works. If their internet still doesn't connect, they would call their internet company and ask them if there are any problems with the servers. If there isn't any problems, they would ask them to send an employee to replace their routers.

# data[].attributes.subject
If the theory is correct, they would connect their internet to the band that works. If their internet still doesn't connect, they would call their internet company and ask them if there are any problems with the servers. If there isn't any problems, they would ask them to send an employee to replace their routers.

# data[].attributes.body
First, we'd connect to a 2.4 GHz Wi-Fi and proceed to do multiple actions that require Wi-Fi on different browsers, websites, and applications, and see if it is to the users liking. Then, we switch to a 5 GHz Wi-Fi and proceed to do multiple actions that require Wi-Fi on different browsers, websites, and applications, and see if it's to the users liking. Finally, switch to the GHz that the user desires.

# data[].attributes.headline
If the theory is correct, connect your internet to the band that works. If the internet still doesn't connect, call your internet company and ask them if there are any problems with the servers. If there are no problems ask them to send an employee to replace your routers.

# data[].attributes.subject
If the theory is correct, connect your internet to the band that works. If the internet still doesn't connect, call your internet company and ask them if there are any problems with the servers. If there are no problems ask them to send an employee to replace your routers.

# data[].attributes.headline
Problem: User cannot connect to internet.

# data[].attributes.subject
Problem: User cannot connect to internet.

# data[].attributes.body
Problem extent: User can only connect to one bandwidth and not the other.

# data[].attributes.body
First, go to the WiFi in your settings, then connect to the 2.4GHz network, and make sure you input the right password. If that doesn't work try connecting to the 5.0 GHz and make sure to input the right password. Connect your internet to the band that works. If the internet still doesn't connect, call your internet company and ask them if there are any problems with the servers. If there are no problems ask them to send an employee to replace your routers.

# data[].attributes.body
Make sure that your internet automatically connects to the right GHZ network.