Network connection problems in Windows (part1)

This tutorial is designed to help you identify and fix problems with wired network connections in Windows.

You might experience wired network connection issues in Windows for a number of reasons. Some common issues that can cause these problems are:

• Cables that aren't connected properly
• Corrupted drivers
• Incompatible drivers
• Network connection settings
• Missing updates
• Hardware or software problems

Note

This tutorial doesn't cover network connection problems related to specific programs.

Step 1

Check hardware

Many network connection problems are caused by hardware that isn't set up properly. Here's some information about how to check your cables, check or reset your modem, and check for problems with your network adapter.

Make sure all cables are connected properly

Loose or disconnected Ethernet cables, DSL or cable connections, telephone cords, USB cables, or power cables can cause network or Internet connection issues. Check all of these connections to make sure they are properly connected.

Types of cables

To check DSL Internet connections

1. Check the phone line that runs from your phone jack to the phone line port on the DSL modem.
2. Check the Ethernet cable that runs from the Internet connection on the DSL modem to the network adapter on your computer.
3. Make sure the DSL modem is plugged into a power outlet and the power to the modem is turned on.
4. To avoid dropped Internet connections, make sure all telephones that are connected to the same line as the DSL modem are connected to a DSL telephone phone line filter.

To check cable Internet connections

1. Check the coaxial cable that runs from the wall to your cable modem.
2. Check the Ethernet cable that runs from the cable modem to the network adapter on your computer.
3. Make sure that the modem is plugged into a power outlet and the power to the modem is turned on.

To check dial-up Internet connections

1. Check the telephone line that runs from your telephone jack to the telephone port on your computer's modem.
2. Make sure call waiting is disabled on your telephone line when you connect to the Internet, so that incoming calls don't disconnect the Internet connection.

To check USB network adapters

If the cable that connects an external modem to your computer is a USB cable, you must perform some additional checks. A USB cable has different connectors on each end. One end is flat and rectangular, and the other end has a square connector with angles on two of the corners. To check a USB connection, follow these steps:

1. If the modem is attached to the computer by using a USB hub, try to bypass the USB hub by plugging the cable from the modem directly into one of the USB ports on your computer.
2. If the modem is plugged into one of the ports on the front of a desktop computer, try plugging the USB cable into one of the ports on the back of the computer instead. Some computers don't provide sufficient power to the front USB ports. This can create problems with the connection to the modem.

If you’re having trouble determining the correct way to connect a cable, check the documentation that came with the modem, the network adapter, or the computer. If you made any adjustments to the cable connections, test for an Internet connection before going on to the next step. To test for an Internet connection, open your browser and try to access a website that you know exists (for example, http://www.microsoft.com).

Check the indicator lights on your modem

Check the indicator lights on your modem or Internet connection device (this can be either a modem, a modem and a wireless router, or a combined router-modem device). Most of these devices have an indicator light that is labeled "Broadband link," "Internet," "Online," or something similar that indicates a connection to the Internet. If you are unsure, refer to the documentation that came with the device.

Typical cable modem (left) and DSL modem (right)

Reset the modem

In some instances, the IP settings or network configuration that you receive from your Internet service provider (ISP) might be incorrect or need updating. Sometimes, the connection between the modem and the ISP might experience problems. To update the settings on the modem or the router, reset (restart) the modem. This creates a fresh connection to the ISP. Use one of the following methods to reset the modem, following the steps for your modem type.

To reset an external modem

1. Disconnect the cable that connects your computer or router to the modem. This can be either a USB cable or an Ethernet cable.
2. Turn off the modem using the power switch on the front or back of the modem. If the modem doesn't have a power switch, disconnect the power cord from the back of the modem, or unplug it from the wall.
   

   Note

   Some modems have a backup battery that prevents the lights from going out. For this type of modem, press and quickly release the Reset button. If you don’t see a Reset button, remove the battery instead.
3. Wait several minutes, and then turn on the modem and reconnect the cable from the computer or the router to the modem.
4. Restart the computer.
5. Test your connection to see whether you can access the Internet.

To reset an internal modem

• Restart the computer.

Use Device Manager

Use Device Manager to verify that your network adapter is working correctly:

Note

You must be logged on as an administrator to perform these steps.

Open Device Manager in Windows 7 or Windows Vista

1. Click the Start button , type "device manager" in the search box, and then, in the list of results, click Device Manager.  If you're prompted for an administrator password or confirmation, type the password or provide confirmation.
2. Double-click Network adapters, and then right-click your network adapter.
3. Click Properties, and then, under Device status, check to see that the device is working properly.
4. If the network adapter is disabled, click Enable Device to enable it.
   

   Note

   If the network adapter isn’t working properly, you might need to download and install the latest driver for it. (If you received an installation disc with the network adapter or with your computer, the driver might also be on the disc.)

   If you're still having problems finding the latest driver for your hardware, go to the "To download and install a driver yourself" section in Step 3 of this tutorial.

Open Device Manager in Windows XP

1. Click Start, right-click My Computer, and then click Properties.
2. Click the Hardware tab, and then click Device Manager.
3. Double-click Network Adapters, and then right-click your network adapter.
4. Click Properties, and then, under Device status, check to see that the device is working properly.
5. If the network adapter is disabled, click Enable Device to enable it.
   

   Note

   If the network adapter isn’t working properly, you might need to download and install the latest driver for it. (If you received an installation disc with the network adapter or with your computer, the driver might also be on the disc.)

   If you're still having problems finding the latest driver for your hardware, go to the "To download and install a driver yourself" section in Step 3 of this tutorial.

Check the wireless switch

If you’re using a laptop with a wireless connection to connect to the Internet, make sure that the network adapter switch on your laptop is turned on. Some laptops have a physical switch somewhere on the top, front, or side of the laptop that turns the network adapter on or off. There is usually an indicator light on the laptop that shows if the wireless network adapter is enabled.

Make sure the correct network adapter is being used

Some computers might have multiple network adapters. For example, if you bought a new desktop computer and during the purchase you upgraded to a different network adapter, you most likely have an onboard network adapter (a network adapter built onto your computer's motherboard) as well as a secondary network adapter inserted into an available slot in the computer. You can verify this by looking for two network ports on the back of your computer. (Network ports look like large phone jacks.) Laptops normally have just one network port unless you’re using a USB network adapter.

Follow these steps to check for and set the correct network adapter as the default.

To set the default network adapter in Windows 7

1. Click the Start button , type "view network connections," and then click View network connections.
2. If multiple network adapters are installed, the default adapter will have a check mark and be labeled "Default."
3. If the correct network adapter is listed as disabled, right-click it, and then click Enable.
4. If the wrong network adapter is listed as the default, right-click the correct device, and then click Set as Default Connection.
5. Close the network connection dialog box, and then test for a network connection.

To set the default network adapter in Windows Vista

1. Click the Start button , type "network and sharing center" in the search box, and then click Network and Sharing Center.
2. In the left pane, click Manage network connections.
3. If multiple network adapters are installed, the default adapter will have a check mark and be labeled "Default."
4. If the correct network adapter is listed as disabled, right-click it, and then click Enable.
5. If the wrong network adapter is listed as the default device, right-click the correct device, and then click Set Default.
6. Close the networking window, and then test for a network connection.

To set the default network adapter in Windows XP

1. Click Start, click Control Panel, click Network and Internet Connections, and then click Network Connections.
2. If multiple network adapters are installed, the default adapter will have a check mark and be labeled "Default."
3. If the correct network adapter is listed as disabled, right-click it, and then click Enable.
4. If the wrong network adapter is listed as the default device, right-click the correct device, and then click Set Default.
5. Close the networking window, and then test for a network connection.