Wired and wireless network problems

Windows 8, Windows RT
Windows 7
Windows Vista
Windows XP
Introduction
Step 1: Connect
Step 2: Check hardware
Step 3: Use a troubleshooter
Step 4: Update drivers

Introduction

This tutorial is designed to help you identify and fix problems with wired (Ethernet) and wireless (Wi-Fi) network connections in Windows.

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

  • A wireless network adapter switch that's not enabled

  • WEP, WPA, or WPA2 security key or passphrase issues

  • Cables that aren't connected properly

  • Corrupted or incompatible drivers

  • Missing updates

  • Network connection settings

  • Hardware or software problems

Note

Note

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

How to use this tutorial

Because the instructions can vary for different Windows operating systems, open this tutorial on each PC so that you see the correct instructions for that PC, or use the selector at right to choose an operating system.

To move through the tutorial, click each step in the left pane or click Next below, completing each step before moving on. If you are troubleshooting a wired network problem, skip Step 1. Connect because it only applies to wireless networks.

Test your network connection after each step before going on to the next step.

Connect to a wireless network in Windows 8 or Windows RT

If you have a laptop or a PC with a wireless network adapter, you can see a list of available wireless networks and then connect to one of those networks. The wireless networks will only appear if your PC has a wireless network adapter installed, the adapter is turned on, and the wireless access point is in range.

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View and connect to wireless networks

If you have a laptop or a PC with a wireless network adapter, you can see a list of available wireless networks and then connect to one of those networks. The wireless networks will only appear if your PC has a wireless network adapter installed, the adapter is turned on, and the wireless access point is in range.

  1. Tap or click the wireless network icon The wireless network icon in the notification area.

  2. In the list of wireless networks, tap or click the network you want to connect to, and then tap or click Connect.

  3. If you're connecting to a secure network, enter the security key, and then tap or click OK.

Warning

Warning

  • Whenever possible, you should connect to security-enabled wireless networks. If you do connect to a network that's not secure, be aware that someone with the right tools can see everything that you do, including the websites you visit, the documents you work on, and the user names and passwords that you use. Turning off network sharing can help minimize the risk. For more information, see Turn sharing on or off and How do I know if a network is safe to connect to?

Connect to a wireless network by pushing a button on your router

If your router supports Windows Connect Now (WCN), or Wi‑Fi Protected Setup (WPS), you can add a PC to the network by following these steps:

  1. Turn on the PC.

  2. Connect to a network by swiping in from the right edge of the screen, tapping Settings (or if you're using a mouse, pointing to the upper-right corner of the screen, moving the mouse pointer down, and then clicking Settings), and then tapping or clicking the network icon (The wireless network icon or The wired network icon). Tap or click the network you want to connect to, and then tap or click Connect.

  3. Instead of typing a security key or passphrase, press the Wi‑Fi Protected Setup (WPS) button on the router. The router will automatically set up the PC to connect to the network and apply the network's security settings.

Troubleshoot connection problems

If you're having trouble connecting to a wireless network, review the sections below for troubleshooting tips.

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What if I don’t see my wireless network in the list of available networks?

Your wireless router might not be set to broadcast its network ID (SSID). If this is the case you won’t see the network when viewing available networks. Enabling the router to broadcast its network ID makes the network visible to any user within range of the network.

To check your wireless router and enable the option to broadcast the network ID (SSID), refer to the documentation that came with the wireless router or follow these basic steps:

  1. Connect your PC to the network using a network cable, start Internet Explorer, and type the IP address for your wireless router (for example, 192.168.1.1 or 172.16.0.0).

  2. Enter the user name and password to access the router settings. The documentation will contain the default user name and password.

  3. On the wireless router page, look for a Wireless Settings option. Depending on the router manufacturer, this might be a tab, an icon or just an option in a task pane.

  4. On the Wireless Settings page, look for an option to Enable SSID Broadcast or Wireless SSID Broadcast. Click the radio button or place a check in the box to enable this option, then save your router settings.

    Note

    Note

    • If you can't find the option to enable broadcasting, check the documentation that came with the router or contact the router manufacturer.

How do I connect to a hidden wireless network?

A hidden wireless network is a wireless network that isn't broadcasting its network ID (SSID). Typically, wireless networks broadcast their name, and your PC “listens” for the name of the network that it wants to connect to. Because a hidden network doesn’t broadcast, your PC can't find it, so the network has to find your PC. For this to happen, your PC must broadcast both the name of the network it's looking for and its own name. In this situation, other PCs “listening” for networks will know the name of your PC as well as the network you’re connected to, which increases the risk of your PC being attacked.

If you still want to connect to a hidden wireless network despite the risks, you'll need to gather some information from the wireless router first. Use the following basic steps to gather that information. You can also check the documentation that came with the wireless router or contact the router manufacturer.

  1. Gather the following info:

    • Network ID (SSID), which is the name that would typically appear in the list of available networks

    • Type of security (WPA, WPA2, WEP, or 802.1X)

    • Type of encryption

    • Security key

  2. Connect to a network by swiping in from the right edge of the screen, tapping Settings (or if you're using a mouse, pointing to the upper-right corner of the screen, moving the mouse pointer down, and then clicking Settings), and then tapping or clicking the network icon (The wireless network icon or The wired network icon). Tap or click the network you want to connect to, and then tap or click Connect.

  3. Tap or click Hidden network, tap or click Connect, and then enter the network info.

    The network will be added to your list of networks and will be available to connect to in the future when your PC is in range of the network.

My wireless connection isn't connected when my PC resumes from sleep or hibernation.

There are two possible causes:

  • Autoconnect is turned off for this network. The next time you connect to the network, select the Connect automatically check box.

  • When coming out of sleep or hibernation, your wireless network connection might not reconnect if the power options on your wireless adapter are set to a power-saving mode. Here's how to check or change your current power options.

    To check or change power options

    1. Open Power Options by swiping in from the right edge of the screen, tapping Search (or if you're using a mouse, pointing to the upper-right corner of the screen, moving the mouse pointer down, and then clicking Search), entering Control Panel in the search box, tapping or clicking Apps, and then tapping or clicking Control Panel. In Control Panel, enter Power in the search box, and then press Enter.

    2. Next to your current power plan, tap or click Change plan settings, and then tap or click Change advanced power settings.

    3. Double-tap or double-click the Wireless Adapter Settings section, and then double-tap or double-click the Power Saving Mode section.

    4. If the setting is currently anything other than Maximum Performance, tap or click it, and then select Maximum Performance.

    Note

    Note

    • You can also set the On battery setting to Maximum Performance.

Where can I find my network security key?

If your PC is already connected to the network, and you're looking for the security key so that someone else can connect to the network, you can find it in your network settings.

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To find your network security key in your network settings

  1. Connect to a network by swiping in from the right edge of the screen, tapping Settings (or if you're using a mouse, pointing to the upper-right corner of the screen, moving the mouse pointer down, and then clicking Settings), and then tapping or clicking the network icon (The wireless network icon or The wired network icon). Tap or click the network you want to connect to, and then tap or click Connect.

  2. Press and hold or right-click the network name, tap or click View connection properties, and then tap or click the Security tab.

  3. Select the Show characters check box.

If you're looking for the security key so that you can connect to the network, first check for a push button on the router. If you find a push button, press it and see if the router automatically adds your PC to the network. Some wireless router manufacturers set a default security key that you might be able to find on a sticker in the documentation or on the bottom of the router. If you still can't find it, you can open the wireless router settings webpage. This is where the security key is set up or automatically generated.

To find your network security key on your router settings webpage

  1. Connect your PC to the router using a network (Ethernet) cable.

  2. Open a web browser and enter the IP address for your wireless router into the search bar (for example, 192.168.1.1 or 172.16.0.0). You can find the default IP address in the documentation that came with your router.

  3. Enter the user name and password to open the router settings webpage. Most router documentation contains a default user name and password.

  4. On the router settings webpage, look for a wireless or wireless settings option. Depending on the router manufacturer, this might be a tab, icon, or option in a task pane.

  5. On the wireless settings page, look for a security or wireless encryption setting. The security key (sometimes called a network key, a passphrase, or a network password) should be listed nearby.

Note

Note

  • Different router manufacturers have different settings pages. If you can't find the router settings, contact the router manufacturer.

Check hardware in Windows 8 or Windows RT

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.

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Make sure your hardware is compatible with Windows

For a list of compatible hardware, visit the Compatibility Center on the Windows website.

Check the wireless switch (wireless networks only)

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

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. This section mainly applies to wired networks, but if you're trying to connect wirelessly to your own home wireless network, you should check the modem and cabling to the modem as described below.

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. Make sure there's no DSL filter between the phone jack and the modem.

  3. Check the Ethernet cable that runs from the Internet connection on the DSL modem to the network adapter on your computer.

  4. Make sure the DSL modem is plugged into a power outlet and the power to the modem is turned on.

  5. 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 to make sure the connections are good and the phone line isn’t damaged.

  2. Verify that you're calling the correct number, including any required access numbers (such as 9), and that the number isn't busy.

  3. 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.

  4. Most dial-up modems only work with analog phone lines. Verify that you have analog phone lines installed, or, if you have digital phone lines installed, verify that your computer has a digital modem.

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're unsure, refer to the documentation that came with the device.

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

    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

Note

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

Make sure the network adapter is enabled

  1. Open Network Connections by swiping in from the right edge of the screen, tapping Search (or if you're using a mouse, pointing to the upper-right corner of the screen, moving the mouse pointer down, and then clicking Search), entering Network Connections in the search box, tapping or clicking Settings, and then tapping or clicking View network connections.

  2. Press and hold or right-click the network adapter, and then tap or click Enable. Administrator permission required You might be asked for an admin password or to confirm your choice.

    Note

    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 on the Step 4 tab of this tutorial.

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

  1. Open Network Connections by swiping in from the right edge of the screen, tapping Search (or if you're using a mouse, pointing to the upper-right corner of the screen, moving the mouse pointer down, and then clicking Search), entering Network Connections in the search box, tapping or clicking Settings, and then tapping or clicking 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, press and hold or right-click it, and then tap or click Enable.

  4. If the wrong network adapter is listed as the default, press and hold or right-click the correct adapter, and then tap or click Set as Default Connection.

For more information about network connection issues, see Why can't I connect to a network? and Why can't I connect to other computers?

Use an automated troubleshooter in Windows 8 or Windows RT

An automated troubleshooter is a tool that can find and automatically fix some problems with your computer. These troubleshooters aren't designed to fix every problem, but they're a useful tool to try because they can often save you time and effort.

Run the Network troubleshooter first and then test your Internet connection.

  • Open the Network troubleshooter by swiping in from the right edge of the screen, tapping Search (or if you're using a mouse, pointing to the upper-right corner of the screen, moving the mouse pointer down, and then clicking Search), entering network troubleshooter in the search box, tapping or clicking Settings, and then tapping or clicking Identify and repair network problems.

You can also run specific troubleshooters to focus on a particular network or connectivity problem. For example, if you're unable to connect to the Internet or access a particular website, there might be a problem with your Internet connection. Try using the Internet Connections troubleshooter to fix the problem. Follow the steps below.

If you can't connect to a computer on your home network, or on a corporate network, there might be a problem with your computer's network adapter. The network adapter might need to be reset, or the adapter driver might need to be updated. Try using the Network Adapter troubleshooter to fix the problem. Follow the steps below.

  • Open the Network Adapter troubleshooter by swiping in from the right edge of the screen, tapping Search (or if you're using a mouse, pointing to the upper-right corner of the screen, moving the mouse pointer down, and then clicking Search), entering troubleshooting in the search box, tapping or clicking Settings, and then tapping or clicking Troubleshooting. Tap or click Network and Internet, and then tap or click Network Adapter.

For more information about network connection issues, see Why can't I connect to a network? and Why can't I connect to other computers?

For more information about Internet connection issues, see Why can't I connect to the Internet?

For more information about network adapter issues, see How do I fix network adapter problems?

Update drivers in Windows 8 or Windows RT

A network adapter driver is software used by your PC to communicate with your wireless network adapter. Outdated, incompatible, or damaged network adapter drivers can prevent network connections or cause intermittent disconnections.

If you recently upgraded from one Windows operating system to another, it's possible that the current network adapter driver was designed for the previous Windows operating system. If you've had recent power outages, viruses, or other PC problems, it's possible that the driver has become damaged. Windows Update automatically downloads and installs recommended updates. Installing any important, recommended, and optional updates can update system features and other software that might help to fix your network connection problems.

Here are two other ways to find and install a driver:

  • Install software from the device manufacturer. For example, if your PC or network adapter came with a disc, that disc might contain software that installs a driver for the network adapter.

  • Download and install the driver yourself. You can search for a driver on the manufacturer's website. Try this if Windows Update can't find a driver for your network adapter and the adapter didn't come with software that installs a driver.

Note

Note

  • On Windows RT PCs, Windows Update automatically updates drivers. You can’t directly install other drivers from manufacturers.

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To update the driver using Windows Update

  1. Open Start by swiping in from the right edge of the screen (or if you're using a mouse, pointing to the upper-right corner of the screen and moving the mouse pointer down), and then tapping or clicking Start.

  2. Tap or click Search, enter Windows Update, and then tap or click Windows Update. Administrator permission required You might be asked for an admin password or to confirm your choice.

  3. Tap or click Check for updates.

    If there are any available updates, tap or click the links to see more info about each update. Windows Update tells you if an update is important, recommended, or optional. Each type of update might include drivers.

  4. On the Select the updates you want to install page, look for updates for your network adapter, select the check box for the driver that you want to install, and then tap or click OK.

    There might not be any available driver updates.

  5. On the Windows Update page, tap or click Install updates. Administrator permission required You might be asked for an admin password or to confirm your choice.

    Windows Update will tell you if the updates were successfully installed.

Note

Note

  • Restart your PC after installing hardware drivers.

To download and install a driver

If your PC can't connect to the Internet, you'll need to download a driver manually on a different PC and save the driver to a USB flash drive so you can install it on your PC.

Driver updates are often available on the adapter manufacturer's website. To locate the driver, follow these steps:

  1. Find the manufacturer and model name or number of your network adapter.

  2. Go to the Computer Manufacturers' Contact Information website and search for your manufacturer.

  3. Go to your manufacturer's website to locate and download the latest driver for your network adapter.

  4. If you find an updated driver, follow the installation instructions on the website. Most drivers install automatically—after you download them, you usually double-tap or double-click the file to begin the installation, and then the driver installs itself on your PC.

Some network adapters have drivers that you need to install yourself. Here's how to download a driver that doesn't install automatically.

  1. Open Device Manager by swiping in from the right edge of the screen, tapping Search (or if you're using a mouse, pointing to the upper-right corner of the screen, moving the mouse pointer down, and then clicking Search), entering Device Manager in the search box, tapping or clicking Settings, and then tapping or clicking Device Manager.‌ Administrator permission required You might be asked for an admin password or to confirm your choice.

  2. Double-tap or double-click Network adapters, press and hold or right-click your adapter, and then tap or click Properties.

  3. Double-tap or double-click the device name.

  4. Tap or click the Driver tab, tap or click Update Driver, and then follow the instructions. Administrator permission required You might be asked for an admin password or to confirm your choice.

For info about network adapters that are compatible with Windows, go to the Compatibility Center on the Windows website.

Update router and adapter firmware

Your router or network adapter might need a firmware upgrade, especially if you're only able to connect using WEP security or no security. Firmware is the software that is embedded in a hardware device and controls how the device interacts with the operating system.

Download a firmware upgrade from the router or adapter manufacturer’s website and apply it, following the directions on the website or with the downloaded file.

Previous
Next
Introduction
Step 1: Connect
Step 2: Check hardware
Step 3: Use a troubleshooter
Step 4: Update drivers

Introduction

This tutorial is designed to help you identify and fix problems with wired (Ethernet) and wireless (Wi-Fi) network connections in Windows.

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

  • A wireless network adapter switch that's not enabled

  • WEP, WPA, or WPA2 security key or passphrase issues

  • Cables that aren't connected properly

  • Corrupted or incompatible drivers

  • Missing updates

  • Network connection settings

  • Hardware or software problems

Note

Note

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

How to use this tutorial

Because the instructions can vary for different Windows operating systems, open this tutorial on each PC so that you see the correct instructions for that PC, or use the selector at right to choose an operating system.

To move through the tutorial, click each step in the left pane or click Next below, completing each step before moving on. If you are troubleshooting a wired network problem, skip Step 1. Connect because it only applies to wireless networks.

Test your network connection after each step before going on to the next step.

Connect to a wireless network in Windows 7

If you have a laptop or a PC with a wireless network adapter, you can see a list of available wireless networks and then connect to one of those networks. The wireless networks will only appear if your PC has a wireless network adapter installed, the adapter is turned on, and the wireless access point is in range.

To view and connect to wireless networks

Watch this video to learn how to view and connect to available wireless networks (0.36)
  1. Click the wireless network icon Picture of the wireless network icon in the notification area.

  2. In the list of wireless networks, click the network you want to connect to, and then click Connect.

  3. If you're connecting to a secure network, type the security key, and then click OK.

Warning

Warning

  • Whenever possible, you should connect to security-enabled wireless networks. If you do connect to a network that's not secure, be aware that someone with the right tools can see everything that you do, including the websites you visit, the documents you work on, and the user names and passwords that you use. Changing your network location to Public can help minimize the risk. For more information, see Choosing a network location and How do I know if a wireless network is secure?

Connect to a wireless network using Wi–Fi Protected Setup

If you’re using Windows 7 or Windows Vista Service Pack 2 and your router supports Wi–Fi Protected Setup (WPS) or Windows Connect Now (WCN), you can add a PC to the network by following these steps:

  1. Click the wireless network icon Picture of the wireless network icon in the notification area of the taskbar.

  2. Click your network, and then click Connect.

  3. Instead of typing a security key or passphrase, press the Wi–Fi Protected Setup (WPS) button on the router. The router will automatically set up the PC to connect to the network and apply the network's security settings.

Note

Note

  • WCN sets up the network connection with security turned on by default. You can change the security settings later if desired.

Troubleshoot connection problems

If you're having trouble connecting to a wireless network, review the sections below for troubleshooting tips.

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What if I don’t see my wireless network in the list of available networks?

Your wireless router might not be set to broadcast its network ID (SSID). If this is the case you won’t see the network when viewing available networks. Enabling the router to broadcast its network ID makes the network visible to any user within range of the network.

To check your wireless router and enable the option to broadcast the network ID (SSID), refer to the documentation that came with the wireless router or follow these basic steps:

  1. Connect your PC to the network using a network cable, start Internet Explorer, and type the IP address for your wireless router (for example, 192.168.1.1 or 172.16.0.0).

  2. Enter the user name and password to access the router settings. The documentation will contain the default user name and password.

  3. On the wireless router page, look for a Wireless Settings option. Depending on the router manufacturer, this might be a tab, an icon or just an option in a task pane.

  4. On the Wireless Settings page, look for an option to Enable SSID Broadcast or Wireless SSID Broadcast. Click the radio button or place a check in the box to enable this option, then save your router settings.

    Note

    Note

    • If you can't find the option to enable broadcasting, check the documentation that came with the router or contact the router manufacturer.

How do I connect to a hidden wireless network?

A hidden wireless network is a wireless network that isn't broadcasting its network ID (SSID). For more information about the risks of connecting to hidden networks, see What are the risks of connecting to a hidden network?

If you still want to connect to a hidden wireless network despite the risks, you'll need to gather some information from the wireless router first. Use the following basic steps to gather that information. You can also check the documentation that came with the wireless router or contact the router manufacturer.

  1. Gather the following information:

    • Network ID (SSID), the name that would normally appear in the list of available networks

    • Security type (WPA, WPA2, WEP, or 802.1X)

    • Encryption type

    • Security key

  2. Click the Start button Picture of the Start button, click Control Panel, click Network and Internet, click Network and Sharing Center, and then click Set up a new connection or network.

  3. Click Manually connect to a wireless network, and then click Next.

  4. Type the network name (network ID, or SSID).

  5. Choose the security type, or, if your wireless network doesn't have security enabled, select No authentication (Open).

  6. Choose the encryption type. If your security type is WPA2-PSK(AES), select AES. Otherwise, leave the default value selected by Windows 7.

  7. Type the security key. For WEP security, use the WEP key. For WPA-PSK or WPA2-PSK (AES), use the preshared key.

  8. To automatically connect to the network each time you start Windows, select the Start this connection automatically and Connect even if the network is not broadcasting check boxes.

  9. Click Next, and then click to close the connection verification window.

My wireless connection isn't connected when my PC resumes from sleep or hibernation.

When coming out of sleep or hibernation, your wireless network connection might not reconnect if the power options on your wireless adapter are set to a power-saving mode. To check or change your current power options, follow the steps below for your operating system:

  1. Open Power Options by clicking the Start button Picture of the Start button, clicking Control Panel, clicking System and Security, and then clicking Power Options.

  2. Next to your currently selected power plan, click Change plan settings, and then click Change advanced power settings.

  3. Click to expand the Wireless Adapter Settings section, and then click to expand the Power Saving Mode section.

  4. If the setting is currently anything other than "Maximum Performance," click it and then select Maximum Performance.

Note

Note

  • You can also set the On battery setting to "Maximum Performance." For more information on power management, see the Power management feature page on the Microsoft website.

Where can I find my network security key?

You can find your security key by opening the wireless router's settings webpage. This is where the security key is set up or automatically generated. Some wireless router manufacturers set a default security key that you might be able to find on a sticker in the documentation or on the bottom of the router. If you don't find the security key in the documentation or on the bottom of the router, follow these steps:

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

  2. Start a web browser and type the IP address for your wireless router into the search bar (for example, 192.168.1.1 or 172.16.0.0). You can find the default IP address in the documentation that came with your router.

  3. Most router documentation contains a default user name and password to access the router settings webpage.

  4. On the router settings webpage, look for a wireless or wireless settings option. Depending on the router manufacturer, this might be a tab, an icon, or an option in a task pane.

  5. On the wireless settings page, look for a security or wireless encryption option.

  6. You might see a security type or encryption type setting. The security key is listed by the selected security type.

Note

Note

  • Different router manufacturers have different settings pages. If you’re having difficulty accessing the router settings, contact the router manufacturer.

Check hardware in Windows 7

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 your hardware is compatible with Windows

For a list of compatible hardware, visit the Compatibility Center:

Check the wireless switch (wireless networks only)

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

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. This section mainly applies to wired networks, but if you're trying to connect wirelessly to your own home wireless network, you should check the modem and cabling to the modem as described below.

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. Make sure there's no DSL filter between the phone jack and the modem.

  3. Check the Ethernet cable that runs from the Internet connection on the DSL modem to the network adapter on your computer.

  4. Make sure the DSL modem is plugged into a power outlet and the power to the modem is turned on.

  5. 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 to make sure the connections are good and the phone line isn’t damaged.

  2. Verify that you're calling the correct number, including any required access numbers (such as 9), and that the number isn't busy.

  3. 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.

  4. Most dial-up modems only work with analog phone lines. Verify that you have analog phone lines installed, or, if you have digital phone lines installed, verify that your computer has a digital modem.

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're unsure, refer to the documentation that came with the device.

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

    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

Note

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

Check the network adapter

  1. Click the Start button Picture of the Start button, type "device manager" in the search box, and then, in the list of results, click Device Manager. Administrator permission required 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

    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 on the Update drivers tab of this tutorial.

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.

To set the default network adapter

  1. Click the Start button Picture of 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.

Why can't I connect to a network? and Why can't I connect to other computers?

Use an automated troubleshooter in Windows 7

An automated troubleshooter is a tool that can find and automatically fix some problems with your computer. These troubleshooters aren't designed to fix every problem, but they're a useful tool to try because they can often save you time and effort.

Different Windows operating systems use troubleshooters in different ways. Windows 7 uses troubleshooters from within the Windows 7 Action Center. Windows Vista and Windows XP use troubleshooters that can be downloaded from the Microsoft Download Center and then run on your computer. To use an automated troubleshooter, click the link for the troubleshooter for your Windows operating system.

Run the Network troubleshooter first and then test your Internet connection.

To open the Network troubleshooter

  • Right-click the network icon Picture of the wireless network icon or Picture of the wired network icon in the notification area of your taskbar, and then click Troubleshoot problems.

You can also run specific troubleshooters to focus on a particular network or connectivity problem. For example, if you are unable to connect to the Internet or access a particular website, there might be a problem with your Internet connection. Try using the Internet Connections troubleshooter to fix the problem. Follow the steps below.

If you can't connect to a computer on your home network, or on a corporate network, there might be a problem with your computer's network adapter. The network adapter might need to be reset, or the adapter driver might need to be updated. Try using the Network Adapter troubleshooter to fix the problem. Follow the steps below.

To open other troubleshooters

  1. Click the Start button Picture of the Start button, type "troubleshooting" in the search box, and then click Troubleshooting.

  2. Click Network and Internet, and then click the troubleshooter you want to run.

For more information about network connection issues, see Why can't I connect to a network? and Why can't I connect to other computers?

For more information about Internet connection issues, see Why can't I connect to the Internet?

For more information about network adapter issues, see How do I fix network adapter problems?

Update drivers in Windows 7

A network adapter driver is software used by your computer to communicate with your wireless network adapter. Outdated, incompatible, or corrupted network adapter drivers can prevent network connections or cause intermittent disconnections.

If you recently upgraded from one Windows operating system to another, it's possible that the current network adapter driver was designed for the previous Windows operating system. If you've had recent power outages, viruses, or other computer problems, it's possible that the driver has become corrupted. Downloading and installing the latest network adapter driver can resolve these types of problems.

Here are three ways to find and install a driver:

  • Use Windows Update. You might need to set Windows Update to automatically download and install recommended updates. Installing any important, recommended, and optional updates can update system features and other software that might help to fix your network connection problems.

  • Install software from the device manufacturer. For example, if your computer or network adapter came with a disc, that disc might contain software that installs a driver for the network adapter.

  • Download and install the driver yourself. You can search for a driver on the manufacturer's website. Try this if Windows Update can't find a driver for your network adapter and the adapter didn't come with software that installs a driver.

For more information about updating your network adapter driver, follow the steps below. For information about network adapters that are compatible with Windows, go to the Windows 7 Compatibility Center.

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To update the driver using Windows Update

  1. Click the Start button Picture of the Start button, type "Windows Update" in the search box, and then click Windows Update. Administrator permission required If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

  2. In the left pane, click Check for updates.

    If there are any available updates, click the links to see more information about each update. Windows Update tells you if an update is important, recommended, or optional. Each type of update might include drivers. For more information, see Understanding Windows automatic updating.

  3. On the Select the updates you want to install page, look for updates for your network adapter, select the check box for the driver that you want to install, and then click OK.

    There might not be any available driver updates.

  4. On the Windows Update page, click Install updates. Administrator permission required If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

    Windows Update will tell you if the updates were successfully installed.

Note

Note

  • Restart your computer after installing hardware drivers.

To download and install a driver yourself

If Windows can't find a driver for your network adapter, and the adapter didn't come with driver software, you can look for a driver on the manufacturer's website. Driver updates are often available in the support section of such websites.

To locate the driver, find the manufacturer and model name or number of your network adapter, and then visit the Computer Manufacturers' Contact Information website. Once you find your manufacturer, go to its website to locate and download the latest driver for your network adapter.

If you find an updated driver, follow the installation instructions on the website. Most drivers are self-installing—after you download them, you usually just double-click the file to begin the installation, and then the driver installs itself on your computer.

Some network adapters have drivers that you need to install yourself. If you download a driver that isn't self-installing, follow the steps below.

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

  1. Click the Start button Picture of the Start button, type "device manager" in the search box, and then click Device Manager. Administrator permission required If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

  2. In the list of hardware categories, find the device that you want to update, and then double-click the device name.

  3. Click the Driver tab, click Update Driver, and then follow the instructions. Administrator permission required If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

Update router and adapter firmware

Your router or network adapter might need a firmware upgrade, especially if you're only able to connect using WEP security or no security. Firmware is the software that is embedded in a hardware device and controls how the device interacts with the operating system.

Download a firmware upgrade from the router or adapter manufacturer’s website and apply it, following the directions on the website or with the downloaded file.

Previous
Next
Introduction
Step 1: Connect
Step 2: Check hardware
Step 3: Use a troubleshooter
Step 4: Update drivers

Introduction

This tutorial is designed to help you identify and fix problems with wired (Ethernet) and wireless (Wi-Fi) network connections in Windows.

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

  • A wireless network adapter switch that's not enabled

  • WEP, WPA, or WPA2 security key or passphrase issues

  • Cables that aren't connected properly

  • Corrupted or incompatible drivers

  • Missing updates

  • Network connection settings

  • Hardware or software problems

Note

Note

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

How to use this tutorial

Because the instructions can vary for different Windows operating systems, open this tutorial on each PC so that you see the correct instructions for that PC, or use the selector at right to choose an operating system.

To move through the tutorial, click each step in the left pane or click Next below, completing each step before moving on. If you are troubleshooting a wired network problem, skip Step 1. Connect because it only applies to wireless networks.

Test your network connection after each step before going on to the next step.

Connect to a wireless network in Windows Vista

If you have a laptop or a PC with a wireless network adapter, you can see a list of available wireless networks and then connect to one of those networks. The wireless networks will only appear if your PC has a wireless network adapter installed, the adapter is turned on, and the wireless access point is in range.

To view and connect to wireless networks

  1. Open Connect to a Network by clicking the Start button Picture of the Start button and then clicking Connect to.

  2. In the Show list, click Wireless.

  3. Click the network you want to connect to, and then click Connect.

  4. If you're connecting to a secure network, type the security key, and then click OK.

    If you don't see the network you want to connect to, click Set up a connection or network. A list of options will appear that includes manually searching for and connecting to a network, as well as creating a new network connection.

Warning

Warning

  • Whenever possible, you should connect to security-enabled wireless networks. If you do connect to a network that's not secure, be aware that someone with the right tools can see everything that you do, including the websites you visit, the documents you work on, and the user names and passwords that you use. Changing your network location to Public can help minimize the risk. For more information, see Choosing a network location and How do I know if a wireless network is secure?

Connect to a wireless network using Wi–Fi Protected Setup

If you’re using Windows Vista Service Pack 2 and your router supports Wi–Fi Protected Setup (WPS) or Windows Connect Now (WCN), you can add a PC to the network by following these steps:

  1. Click the wireless network icon Picture of the wireless network icon in the notification area of the taskbar.

  2. Click your network, and then click Connect.

  3. Instead of typing a security key or passphrase, press the Wi–Fi Protected Setup (WPS) button on the router. The router will automatically set up the PC to connect to the network and apply the network's security settings.

Note

Note

  • WCN sets up the network connection with security turned on by default. You can change the security settings later if desired.

Troubleshoot connection problems

If you're having trouble connecting to a wireless network, review the sections below for troubleshooting tips.

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What if I don’t see my wireless network in the list of available networks?

Your wireless router might not be set to broadcast its network ID (SSID). If this is the case you won’t see the network when viewing available networks. Enabling the router to broadcast its network ID makes the network visible to any user within range of the network.

To check your wireless router and enable the option to broadcast the network ID (SSID), refer to the documentation that came with the wireless router or follow these basic steps:

  1. Connect your PC to the network using a network cable, start Internet Explorer, and type the IP address for your wireless router (for example, 192.168.1.1 or 172.16.0.0).

  2. Enter the user name and password to access the router settings. The documentation will contain the default user name and password.

  3. On the wireless router page, look for a Wireless Settings option. Depending on the router manufacturer, this might be a tab, an icon or just an option in a task pane.

  4. On the Wireless Settings page, look for an option to Enable SSID Broadcast or Wireless SSID Broadcast. Click the radio button or place a check in the box to enable this option, then save your router settings.

    Note

    Note

    • If you can't find the option to enable broadcasting, check the documentation that came with the router or contact the router manufacturer.

How do I connect to a hidden wireless network?

A hidden wireless network is a wireless network that isn't broadcasting its network ID (SSID). For more information about the risks of connecting to hidden networks, see What are the risks of connecting to a hidden network?

If you still want to connect to a hidden wireless network despite the risks, you'll need to gather some information from the wireless router first. Use the following basic steps to gather that information. You can also check the documentation that came with the wireless router or contact the router manufacturer.

  1. Gather the following information:

    • Network ID (SSID), the name that would normally appear in the list of available networks

    • Security type (WPA, WPA2, WEP, or 802.1X)

    • Encryption type

    • Security key

  2. Click the Start button Picture of the Start button, click Control Panel, and then click View network status and tasks.

  3. In the task pane, click Manage wireless networks.

  4. Click Add, and then click Manually create network profile.

  5. Type the network name (network ID, or SSID).

  6. Choose the security type (WEP, WPA, WPA2).

  7. Choose the encryption type (AES or PSK).

  8. Type the security key or passphrase.

  9. To connect automatically to this network, select the Start this connection automatically check box.

  10. To connect to a network that doesn’t broadcast, select the Connect if the network is not broadcasting check box.

My wireless connection isn't connected when my PC resumes from sleep or hibernation.

When coming out of sleep or hibernation, your wireless network connection might not reconnect if the power options on your wireless adapter are set to a power-saving mode. To check or change your current power options, follow the steps below:

  1. Open Power Options by clicking the Start button Picture of the Start button, clicking Control Panel, clicking System and Maintenance, and then clicking Power Options.

  2. Next to your currently selected power plan, click Change plan settings, and then click Change advanced power settings.

  3. Click to expand the Wireless Adapter Settings section, and then click to expand the Power Saving Mode section.

  4. If the setting is currently anything other than "Maximum Performance," click it and then select Maximum Performance.

Note

Note

Where can I find my network security key?

You can find your security key by opening the wireless router's settings webpage. This is where the security key is set up or automatically generated. Some wireless router manufacturers set a default security key that you might be able to find on a sticker in the documentation or on the bottom of the router. If you don't find the security key in the documentation or on the bottom of the router, follow these steps:

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

  2. Start a web browser and type the IP address for your wireless router into the search bar (for example, 192.168.1.1 or 172.16.0.0). You can find the default IP address in the documentation that came with your router.

  3. Most router documentation contains a default user name and password to access the router settings webpage.

  4. On the router settings webpage, look for a wireless or wireless settings option. Depending on the router manufacturer, this might be a tab, an icon, or an option in a task pane.

  5. On the wireless settings page, look for a security or wireless encryption option.

  6. You might see a security type or encryption type setting. The security key is listed by the selected security type.

Note

Note

  • Different router manufacturers have different settings pages. If you’re having difficulty accessing the router settings, contact the router manufacturer.

Check hardware in Windows Vista

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 your hardware is compatible with Windows

For a list of compatible hardware, visit the Compatibility Center:

Check the wireless switch (wireless networks only)

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

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. This section mainly applies to wired networks, but if you're trying to connect wirelessly to your own home wireless network, you should check the modem and cabling to the modem as described below.

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. Make sure there's no DSL filter between the phone jack and the modem.

  3. Check the Ethernet cable that runs from the Internet connection on the DSL modem to the network adapter on your computer.

  4. Make sure the DSL modem is plugged into a power outlet and the power to the modem is turned on.

  5. 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 to make sure the connections are good and the phone line isn’t damaged.

  2. Verify that you're calling the correct number, including any required access numbers (such as 9), and that the number isn't busy.

  3. 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.

  4. Most dial-up modems only work with analog phone lines. Verify that you have analog phone lines installed, or, if you have digital phone lines installed, verify that your computer has a digital modem.

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're unsure, refer to the documentation that came with the device.

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

    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

Note

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

Check the network adapter

  1. Click the Start button Picture of the Start button, type "device manager" in the search box, and then, in the list of results, click Device Manager. Administrator permission required 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

    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 on the Update drivers tab of this tutorial.

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.

To set the default network adapter

  1. Click the Start button Picture of 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.

Use an automated troubleshooter in Windows Vista

An automated troubleshooter is a tool that can find and automatically fix some problems with your computer. These troubleshooters aren't designed to fix every problem, but they're a useful tool to try because they can often save you time and effort.

Different Windows operating systems use troubleshooters in different ways. Windows 7 uses troubleshooters from within the Windows 7 Action Center. Windows Vista and Windows XP use troubleshooters that can be downloaded from the Microsoft Download Center and then run on your computer. To use an automated troubleshooter, click the link for the troubleshooter for your Windows operating system.

When a network problem occurs in Windows Vista, Network Diagnostics helps to diagnose and repair the problem. For example, when you see some error messages such as “Page cannot be displayed” or “Server is not available,” you have the option to use Network Diagnostics to identify the problem. For other types of network problems, you can access Network Diagnostics by right-clicking the network icon Picture of the network icon in the notification area of your taskbar, and then clicking Diagnose and repair.

For more information on troubleshooting network connection problems in Windows Vista, see Troubleshoot network connection problems, Troubleshoot network adapter problems, and Troubleshoot Internet connection problems.

Update drivers in Windows Vista

A network adapter driver is software used by your computer to communicate with your wireless network adapter. Outdated, incompatible, or corrupted network adapter drivers can prevent network connections or cause intermittent disconnections.

If you recently upgraded from one Windows operating system to another, it's possible that the current network adapter driver was designed for the previous Windows operating system. If you've had recent power outages, viruses, or other computer problems, it's possible that the driver has become corrupted. Downloading and installing the latest network adapter driver can resolve these types of problems.

Here are three ways to find and install a driver:

  • Use Windows Update. You might need to set Windows Update to automatically download and install recommended updates. Installing any important, recommended, and optional updates can update system features and other software that might help to fix your network connection problems.

  • Install software from the device manufacturer. For example, if your computer or network adapter came with a disc, that disc might contain software that installs a driver for the network adapter.

  • Download and install the driver yourself. You can search for a driver on the manufacturer's website. Try this if Windows Update can't find a driver for your network adapter and the adapter didn't come with software that installs a driver.

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To install the latest Windows updates, including drivers

  1. Open Windows Update by clicking the Start button Picture of the Start button, clicking All Programs, and then clicking Windows Update.‌ Administrator permission required If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

  2. In the left pane, click Check for updates.

  3. To see if updated drivers are available, click View available updates. Windows Update will list any updated drivers that are available for devices installed in your computer.

  4. If updates are available, click the driver that you want to install, and then click Install. Administrator permission required If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

Note

Note

  • Restart your computer after installing hardware drivers.

To download and install a driver yourself

If Windows can't find a driver for your network adapter, and the adapter didn't come with driver software, you can look for a driver on the manufacturer's website. Driver updates are often available in the support section of such websites.

To locate the driver, find the manufacturer and model name or number of your network adapter, and then visit the Computer Manufacturers' Contact Information website. Once you find your manufacturer, go to its website to locate and download the latest driver.

If you find an updated driver, follow the installation instructions on the website. Most drivers are self-installing—after you download them, you usually just double-click the file to begin the installation, and then the driver installs itself on your computer.

Some network adapters have drivers that you need to install yourself. If you download a driver that isn't self-installing, follow the steps below.

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

  1. Open Windows Update by clicking the Start button Picture of the Start button, clicking All Programs, and then clicking Windows Update.‌ Administrator permission required If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

  2. In Device Manager, locate the device you want to update, and then double-click the device name.

  3. Click the Driver tab, and then click Update Driver and follow the instructions.

Update router and adapter firmware

Your router or network adapter might need a firmware upgrade, especially if you're only able to connect using WEP security or no security. Firmware is the software that is embedded in a hardware device and controls how the device interacts with the operating system.

Download a firmware upgrade from the router or adapter manufacturer’s website and apply it, following the directions on the website or with the downloaded file.

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Introduction
Step 1: Connect
Step 2: Check hardware
Step 3: Use a troubleshooter
Step 4: Update drivers

Introduction

This tutorial is designed to help you identify and fix problems with wired (Ethernet) and wireless (Wi-Fi) network connections in Windows.

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

  • A wireless network adapter switch that's not enabled

  • WEP, WPA, or WPA2 security key or passphrase issues

  • Cables that aren't connected properly

  • Corrupted or incompatible drivers

  • Missing updates

  • Network connection settings

  • Hardware or software problems

Note

Note

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

How to use this tutorial

Because the instructions can vary for different Windows operating systems, open this tutorial on each PC so that you see the correct instructions for that PC, or use the selector at right to choose an operating system.

To move through the tutorial, click each step in the left pane or click Next below, completing each step before moving on. If you are troubleshooting a wired network problem, skip Step 1. Connect because it only applies to wireless networks.

Test your network connection after each step before going on to the next step.

Connect to a wireless network in Windows XP

If you have a laptop or a PC with a wireless network adapter, you can see a list of available wireless networks and then connect to one of those networks. The wireless networks will only appear if your PC has a wireless network adapter installed, the adapter is turned on, and the wireless access point is in range.

  1. Click Start, click Control Panel, click Network and Internet Connections, and then click Network Connections.

  2. In the left pane, under Network Tasks, click View available wireless networks.

    Note

    Note

    • If you don't see the network you want to connect to, click Refresh network list. If you see the network but the signal is weak, move the PC closer to the wireless router.

  3. Click the network you want to connect to, and then click Connect.

  4. If you're connecting to a secure network, type the security key, and then click OK.

Troubleshoot connection problems

If you're having trouble connecting to a wireless network, review the sections below for troubleshooting tips.

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What if I don’t see my wireless network in the list of available networks?

Your wireless router might not be set to broadcast its network ID (SSID). If this is the case you won’t see the network when viewing available networks. Enabling the router to broadcast its network ID makes the network visible to any user within range of the network.

To check your wireless router and enable the option to broadcast the network ID (SSID), refer to the documentation that came with the wireless router or follow these basic steps:

  1. Connect your PC to the network using a network cable, start Internet Explorer, and type the IP address for your wireless router (for example, 192.168.1.1 or 172.16.0.0).

  2. Enter the user name and password to access the router settings. The documentation will contain the default user name and password.

  3. On the wireless router page, look for a Wireless Settings option. Depending on the router manufacturer, this might be a tab, an icon or just an option in a task pane.

  4. On the Wireless Settings page, look for an option to Enable SSID Broadcast or Wireless SSID Broadcast. Click the radio button or place a check in the box to enable this option, then save your router settings.

    Note

    Note

    • If you can't find the option to enable broadcasting, check the documentation that came with the router or contact the router manufacturer.

How do I connect to a hidden wireless network?

A hidden wireless network is a wireless network that isn't broadcasting its network ID (SSID). Typically, wireless networks broadcast their name, and your PC “listens” for the name of the network that it wants to connect to. Because a hidden network doesn’t broadcast, your PC can't find it, so the network has to find your PC. For this to happen, your PC must broadcast both the name of the network it's looking for and its own name. In this situation, other PCs “listening” for networks will know the name of your PC as well as the network you’re connected to, which increases the risk of your PC being attacked.

If you still want to connect to a hidden wireless network despite the risks, you'll need to gather some information from the wireless router first. Use the following basic steps to gather that information. You can also check the documentation that came with the wireless router or contact the router manufacturer.

  1. Gather the following information:

    • Network ID (SSID), the name that would normally appear in the list of available networks

    • Security type (WPA, WPA2, WEP, or 802.1X)

    • Encryption type

    • Security key

  2. Click Start, click Control Panel, click Network and Internet Connections, and then click Network Connections.

  3. Right-click Wireless Network Connection, and then click Properties.

  4. Click the Wireless Networks tab, make sure the Use Windows to configure my wireless network settings check box is selected, and then click Add.

  5. Type the network name (SSID), and then select the Connect even if this network is not broadcasting check box.

  6. Select your network authentication type. Select Open for no security or for WEP encryption, or select WPA or WPA2 if applicable.

  7. Select your data encryption type.

  8. Clear the The key is provided for me automatically check box.

  9. Type and confirm your network key (security key or passkey), and then click OK.

  10. Your network should now be listed in Preferred networks list.

  11. Click OK to save the settings.

My wireless connection isn't connected when my PC resumes from sleep or hibernation.

When coming out of sleep or hibernation, your wireless network connection might not reconnect if the power options on your wireless adapter are set to a power-saving mode. To check or change your current power options, follow these steps:

  1. Click Start, click Control Panel, click Network and Internet Connections, and then click Network Connections.

  2. Right-click the wireless network connection that has lost connectivity, and then click Properties.

  3. On the General tab, click Configure.

  4. Click the Advanced tab, click Power Save Mode. If the setting in the Value list is currently anything other than "Off," change it to Off.

Where can I find my network security key?

You can find your security key by opening the wireless router's settings webpage. This is where the security key is set up or automatically generated. Some wireless router manufacturers set a default security key that you might be able to find on a sticker in the documentation or on the bottom of the router. If you don't find the security key in the documentation or on the bottom of the router, follow these steps:

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

  2. Start a web browser and type the IP address for your wireless router into the search bar (for example, 192.168.1.1 or 172.16.0.0). You can find the default IP address in the documentation that came with your router.

  3. Most router documentation contains a default user name and password to access the router settings webpage.

  4. On the router settings webpage, look for a wireless or wireless settings option. Depending on the router manufacturer, this might be a tab, an icon, or an option in a task pane.

  5. On the wireless settings page, look for a security or wireless encryption option.

  6. You might see a security type or encryption type setting. The security key is listed by the selected security type.

Note

Note

  • Different router manufacturers have different settings pages. If you’re having difficulty accessing the router settings, contact the router manufacturer.

Check hardware in Windows XP

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 your hardware is compatible with Windows

For a list of compatible hardware, visit the Compatibility Center:

Check the wireless switch (wireless networks only)

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

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. This section mainly applies to wired networks, but if you're trying to connect wirelessly to your own home wireless network, you should check the modem and cabling to the modem as described below.

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. Make sure there's no DSL filter between the phone jack and the modem.

  3. Check the Ethernet cable that runs from the Internet connection on the DSL modem to the network adapter on your computer.

  4. Make sure the DSL modem is plugged into a power outlet and the power to the modem is turned on.

  5. 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 to make sure the connections are good and the phone line isn’t damaged.

  2. Verify that you're calling the correct number, including any required access numbers (such as 9), and that the number isn't busy.

  3. 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.

  4. Most dial-up modems only work with analog phone lines. Verify that you have analog phone lines installed, or, if you have digital phone lines installed, verify that your computer has a digital modem.

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're unsure, refer to the documentation that came with the device.

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

    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

Note

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

Check the network adapter

  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

    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 on the Update drivers tab of this tutorial.

For more information about managing devices with Device Manager in Windows XP, see How to manage devices in Windows XP .

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.

To set the default network adapter

  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.

Use the network troubleshooter in Windows XP

An automated troubleshooter is a tool that can find and automatically fix some problems with your computer. These troubleshooters aren't designed to fix every problem, but they're a useful tool to try because they can often save you time and effort.

Follow these steps to run the network troubleshooter in Windows XP:

  1. Click Start, and then click Control Panel.

  2. In the right pane, click Network and Internet Connections.

  3. In the right pane, click Network Connections.

  4. Right-click Local Area Connection, and then click Repair.

Update drivers in Windows XP

A network adapter driver is software used by your computer to communicate with your wireless network adapter. Outdated, incompatible, or corrupted network adapter drivers can prevent network connections or cause intermittent disconnections.

If you recently upgraded from one Windows operating system to another, it's possible that the current network adapter driver was designed for the previous Windows operating system. If you've had recent power outages, viruses, or other computer problems, it's possible that the driver has become corrupted. Downloading and installing the latest network adapter driver can resolve these types of problems.

Here are three ways to find and install a driver:

  • Use Windows Update. You might need to set Windows Update to automatically download and install recommended updates. Installing any important, recommended, and optional updates can update system features and other software that might help to fix your network connection problems.

  • Install software from the device manufacturer. For example, if your computer or network adapter came with a disc, that disc might contain software that installs a driver for the network adapter.

  • Download and install the driver yourself. You can search for a driver on the manufacturer's website. Try this if Windows Update can't find a driver for your network adapter and the adapter didn't come with software that installs a driver.

For more information about updating your network adapter driver, follow the steps below. For information about network adapters that are compatible with Windows, go to the The Latest Windows XP Hardware Compatibility List.

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To install the latest Windows updates, including drivers

  1. Go to the Windows Update website.

  2. Click Custom, and then wait while Windows looks for the latest updates for your computer.

  3. In the left pane, click Hardware, click Optional, and then select any hardware driver updates for your computer.

  4. Click Review and install updates, and then click Install Updates.

    You should also install any high priority updates.

Note

Note

  • Restart your computer after installing hardware drivers.

To download and install a driver yourself

If you can't get the latest driver through Windows Update, find the manufacturer and model name or number of your network adapter, and then visit the Computer Manufacturers' Contact Information website. Once you find the manufacturer, go to its website and locate and download the latest driver for your network adapter. To find the manufacturer of your network adapter, follow these steps:

  1. Click Start, and then click Control Panel.

  2. Click Network and Internet Connections, and then click Network Connections.

  3. Right-click Local Area Connection, and then click Properties.

  4. In the Connect Using section, find the manufacturer and model of your network adapter.

  5. Visit the hardware manufacturer’s website and search for the latest driver. Driver updates are often available in the support section of such websites.

  6. If you find an updated driver, follow the installation instructions on the website. Most drivers are self-installing—after you download them, you usually just double-click the file to begin the installation, and then the driver installs itself on your computer.

    Note

    Note

    • Restart your computer after installing hardware drivers.

    • If you continue to have network connection problems, go to Microsoft Support online.

Update router and adapter firmware

Your router or network adapter might need a firmware upgrade, especially if you're only able to connect using WEP security or no security. Firmware is the software that is embedded in a hardware device and controls how the device interacts with the operating system.

Download a firmware upgrade from the router or adapter manufacturer’s website and apply it, following the directions on the website or with the downloaded file.

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