Have you ever found yourself just coming to the computer, clicking on your favorite browser and get "The page cannot be found" error? - But you were just online a few hours ago! Nothing has changed, what could possibly have gone wrong?
Technology now a day comes with a price. You have to understand it, and unfortunately when it breaks down you have to fix it. If you can follow these easy directions you can master connectivity issues and save time and your sanity by not waiting 30+ minutes for tech support rep, only to repeat this a week from now.
Time is money, so treat it as such! There WILL be times were you *might* have to call incase of an outage problem, someone wrecked a pole, weather, etc, you get the idea. However, following these simple steps can have you up and running in minutes or at the very least eliminate the preliminary stuff a "tech support" representative will have you do anyway.
Troubleshooting your connectivity:
There are a few things you need to ask yourself when you're not able to connect. These questions are going to be related to the kind of network you have and OS. In the following, i will be covering the most common operating systems such as Mac 10.3+, Windows 2000, Windows XP, Windows Vista.
Step 1: Identify the source of your service.
Dial-up: A dial-up connection requires you to have an active phone connection, and a username and password to connect. Verify that the access number you're using works; furthermore make sure you have a dial tone on the line you’re using to place the connection call.
DSL: Same rules apply as dial up
Broadband: If you receive service through a cable modem learn what "Light configuration" is standard for online access on the model of modem you have. e.g.: Motorola SB5100 Modems require the top 4 Lights for them to be in "Synch" therefore letting you know that it's connected and you should move further with your troubleshooting steps.
Step 2: Identify that the cables are connected.
With Dial-Up/DSL: You'll want to make sure your rj-11 jack is actually plugged in and not loose, otherwise you just won’t connect. With broadband access: You'll want to make sure you're connected via the use of an Ethernet Cable, or USB Cable. This cable will usually look like an over-sized telephone jack most often referred to as "Ethernet", "Cat 5", & “RJ-45 plug" are the typical descriptions of these cables.
For Modems to PC: The cable should be connected directly to the back of tower or on the side for laptops. The cable should "CLICK" in letting you know the jack has "registered" (RJ-Registered Jacks-Get it?) to make a connection.
For Modems to Routers to PC: Make sure you have a daisy chain effect connection going. Meaning the modem should be connected to router via the "WAN" or "Internet Port" and one of the 1 through 4 ports that routers typically have to be connected to the computer. [Picture Pending]
Before troubleshooting, try the simplest things first. RESET, RESET, RESET!
Don't fool yourself into thinking you can just turn everything off and turn everything back on and expect it to work. Sometimes it's not that easy. If you use routers or other routing devices there must be a specific order to reset these devices otherwise they just won’t communicate properly. This applies to both Windows and MAC OS based computers.
If you're using Modem to PC:
1. Shut pc off
2. Shut modem off
3. Turn Modem on
4. Wait for modem to connect. (See - Modem light configuration)
5. Turn Computer on
If you're using Modem to Router to PC:
1. Shut pc off
2. Shut router off
3. Shut modem off
~ Now reverse! ~
4. Turn modem on [Wait for modem to connect. (See - Modem light configuration)]
5. Turn Router on [Give it 20 seconds]
6. Turn PC on
Note: Sometimes more often then not, you can just Reset the router alone and get the connection to work. Try this first.
This will simply happen often because of the nature of the router, its firmware, buggy and outdated software, faulty defective connectors, etc! As a general rule, it’s always best to contact your manufacturer and make sure you have the latest and most stable software available to your router.
Step 3: Identifying if you’re really online. (Lengthy)
On all windows based platform computers there is a program called the "Command Prompt" This program allows you to do many things. One of the best uses for self-tech support is the ability to "Ping". "Pinging" an Internet IP address or domain (website name) confirms that your computer is connected to the Internet, can communicate with other systems.
To Bring up the Command prompt in Windows XP & Vista, most of the time you can just click [Start] > and Click on [Run] If you can't access through the start button you may access it through [Start] > [Programs] > [Accessories] > "Command Prompt" To ping an IP address:
1) Click Start > Run.
2) In the run field, type ["COMMAND" for win9/x] ["CMD" for Win2k/XP/Vista] and press Enter.
3) The Command Prompt (black window) will now open.
4) Type in ping www.domain.com (replacing domain with the web site you want, for instance www.yahoo.com) and press Enter.
5) You can also ping an IP address directly. Type "ping 72.14.207.99" (google.com!) and press Enter.
For Mac OS X:
1) Click on Finder in the dock.
2) Click on Macintosh HD in the window.
3) Click on Applications.
4) Click on Utilities.
5) Double-click on Network Utility.
6) In the Network Utility window, click on the Ping tab.
7) In the field under "Please enter the network address to ping", enter 72.14.207.99 to ping goole.com servers.
8) Click the Ping button.
If you're able to ping a website you'll receive something like this:
In Windows...
C:\Documents and Settings\Administrator>ping www.google.com
Pinging www.l.google.com [72.14.205.104] with 32 bytes of data:
Reply from 72.14.205.104: bytes=32 time=24ms TTL=244
Reply from 72.14.205.104: bytes=32 time=22ms TTL=244
Reply from 72.14.205.104: bytes=32 time=25ms TTL=244
Reply from 72.14.205.104: bytes=32 time=20ms TTL=244
Ping statistics for 72.14.205.104:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 25ms, Average = 22ms
C:\Documents and Settings\Administrator>
This is an example of a successful Ping. Meaning "I" (the computer your on) contacted a google computer to see if you could communicate. The google computer communicated back and replied to you. If you got 4 replies back which means out of 4 packets, all 4 packets came back alive. This means you're actually connected to the internet if you can't see a website at this point it may be a problem with your internet browser which we will discuss later in this article. If you’re able to see this you can rule out a connection problem (at least from an ISP standpoint) and check out Browser and Software Issues.
Example: 1
C:\Documents and Settings\Administrator>ping www.google.com
Pinging www.l.google.com [72.14.205.104] with 32 bytes of data:
Request timed out.
Reply from 72.14.205.104: bytes=32 time=20ms TTL=244
Request timed out.
Reply from 72.14.205.104: bytes=32 time=20ms TTL=244
Ping statistics for 72.14.205.104:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 20ms, Average = 20ms
This is an example of either Packet Loss[L], Software issues[L], Firewalls[L], software conflicts[L], etc.
Example: 2
C:\Documents and Settings\Administrator>ping google.com
Pinging google.com [64.233.187.99] with 32 bytes of data:
Destination host unreachable.
Destination host unreachable.
Destination host unreachable.
Destination host unreachable.
Ping statistics for 64.233.187.99:
Packets: Sent = 0, Received = 0, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms
C:\Documents and Settings\Administrator>
This means that you may be behind a router. The router sent an error message back to you because it couldn't find the destination network (website). If you can get to other Web sites, then the problem is probably the fault of the people managing the Web site's network. If you can't connect to any website, treat it as a routing/router problem.
Example: 3
C:\Documents and Settings\Administrator>ping google.com
Ping request could not find host google.com. Please check the name and try again.
C:\Documents and Settings\Administrator>
This is an example of a DNS issue. There is a service on your pc that turns this: "64.233.187.99" into this: www.google.com. This is a situation were the DNS isn't configured properly. Finding out if this is set properly depends on your provider. But for the most part you want this set to "Obtain DNS server address automatically" on your network card TCP/IP SETTING properties.
Like the other MAC instructions, they're pretty short. For the most part MAC OS X will renew connection settings every time you open the browser.
In MAC OS X:
1. Click on the Apple
2. System Preferences
3. Network
4. Select Adapter, usually "Built-in" Ethernet
5. Select the TCP/IP tab
6. Verify that DNS populates when renewing the DHCP lease.
In Windows 2000/XP/Vista
1. Click "Start"
2. Select Control Panel (If not visible go to "Settings > Control Panel")
3. Select "Classic View" In the top left, if you don't see this option you're already in classic view.
3. Open "Network and Dial-up Connections" - In Windows2k / "Network Connections" - In Windows XP / "Network and Sharing Center" - In Windows Vista.
4. Select and Right-Click on "Local Area Connection" (icon) and Select "Properties" / "View Status" In Vista
5. Under the "General Tab" - Select "Internet Protocol (TCP/IP)" and Click "Properties"/ Vista Users Select "Internet Protocol Version 4(TCP/IPv4)" and Click "Properties"
6. Another window called "Internet Protocol (TCP/IP)/ (TCP/IPv4) Properties" Should pop up.
7. There should be 2 sections. The top section should display your current IP Address. The bottom half will show current DNS address.
8. Click "OK" to close all fields.
Note: For most ISP/Broadband providers both of these sections should be set to "Obtain Automatically". This means "Obtain an IP address automatically" and "Use the following DNS server addresses" should be selected.
Step 4: Identifying hardware and conflict problems.
Now that you're familiarized with how to get to the "Command Prompt" and "Ping", We will now use a powerful command to let the computer tell YOU what the problem is. Obviously, computers can't speak but at the least the results that the command prompt gives you can help you fix the problem. If you're Using win2k/xp/vista: Once the command prompt is up you'll want to type "IPCONFIG" and press ENTER.
Here are some examples of what you might see and how to fix it:
Example: 1
C:\Documents and Settings\Administrator>IPCONFIG
Windows IP Configuration
C:\Documents and Settings\Administrator>
This may suggest your NIC/LAN card may be disabled. This is suggested because the adapter is not showing any IP address, subnet mask, or any information at all. In order to enable this via Windows 2000, XP, or Vista, use the following:
Enabling NIC/LAN - In Windows 2000/XP/Vista
1. Click "Start" 2. Select Control Panel (If not visible go to "Settings > Control Panel")3. Select "Classic View" In the top left, if you don't see this option you're already in classic view.4. Open "Network and Dial-up Connections" - In Windows2k / "Network Connections" - In Windows XP / "Network and Sharing Center" - In Windows Vista. 5. Select and Right-Click on "Local Area Connection" (icon) and Select "Enable" on the properties Menu. In vista the same applies.6. The adapter should enable giving you access to the internet.
Example:2
C:\Documents and Settings\Administrator>IPCONFIG
Windows IP Configuration
Ethernet adapter Local Area Connection:
Connection-specific DNS Suffix. :
IP Address . . . . . . . . . . . . : 192.168.1.105
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : 192.168.1.1
C:\Documents and Settings\Administrator>
I'd like you to ignore everything you see here except one thing.
IP Address. . . . . . . . . . . . : 192.168.1.105
What is your IP Address?
This is perhaps the most important thing troubleshooting your own connectivity because this will explain many things. As you can see, the above example suggests I’m using a router. This is because the standard IP address a router gives out starts with 192.168.1.100 + Increments by 1 for each computer on the network (192.168.1.101-102-103-etc)
Here are some common IP Addresses and what they mean:
If you’re getting...
IP Address . . . . . . . . . . . . : 0.0.0.0 = Your computer has no IP Address. It Can't communicate.
IP Address . . . . . . . . . . . . : 192.168.1.100 = Your connected to a router. True IP is masked.
IP Address . . . . . . . . . . . . : 192.254.X.X = X= Any Number. Hardware failure, bad cable, or bad router
IP Address . . . . . . . . . . . . : X.X.X.X = An normal IP Address.
Even more defined:
IP Address . . . . . . . . . . . . : X.X.X.X = A normal IP Address.
This information you can get from your service provider. Find out what are they're IP Ranges. For example, Cablevision in NY has typically 5 IP Ranges: 10.x.x.x, 24.x.x.x.x, 67.x.x.x, 68.x.x.x, 69.x.x.x. If you were to get an IP address such as "24.33.145.169" This would mean you're getting a "VALID" IP address. Finding out what IP Ranges your provider has will help you greatly because it will narrow down possible problems.
For IP Address . . . . . . . . . . . . : 0.0.0.0
You might need to renew your Adapter, try renewing by using the following command:
"IPCONFIG /RENEW" This will make your computer attempt to reconnect to the source of service. If you're connected to a modem directly, it will renew a connection unless the modem is not connected online. If it renews to 0.0.0.0, try resetting the modem and the computer via the order above.
IP Address . . . . . . . . . . . . : 192.168.1.100
You're connected to a router. That is all it means. If you can't connect to the internet and you’re behind a router, try resetting it via the order above. If you're able to see this and can PING out, you're definitely online. Check for browser problems or firewall issues.
IP Address . . . . . . . . . . . . : 192.254.X.X - (APIPA ADDRESS)
You might have a big problem here. This typically means that the computer is able to DETECT a connection but can't see the internet OR it might mean that you have a dead/faulty NIC Card. Sometimes this could mean that the router you're using is bad, bypass the router and connect directly to the modem and see if you get the same thing. If you get the same thing, try replacing the cable or median you're using to connect. Some Ethernet cables have been known to damage after long extended use. This could mean that you have a STATIC IP address.
Note: A Static IP address is an assigned number to a computer to connect to the internet. Some service providers provide static IP addresses to their customers for convenience. This means if you have, let's say... 67.22.55.54 For an IP ADDRESS. This is the number you will always have as long as you remain a customer on that service. It means your computer is identified with 1 specific IP.
Note: A Dynamic IP address is an assigned number that is leased to you for a period of time. This is the preferred method of service providers because it allows flexibility of access. If you’re not online, someone else can use IP 67.22.55.54. If you happen to connect back online while that original number is in use, you'll get a different IP based on your providers IP-RANGES.
For Macs, determining this information is much easier.
For MAC OS X 10.4+ Follow these steps:
1. Click on the Apple
2. Click on "System Preferences"
3. Find and click on "Network"
4. Show field: Built-in Ethernet - Click Configure
5. Click on TCP/IP
6. Top left will display current IP Address
Step 5: Identifying software and browser problems.
This part of this informative guide can become tricky. You've determined that you're online. Resetting the computer, resetting your router, making sure you can “PING” a website checks out, and all your settings are correct. But you still can't connect? Well sometimes these problems go beyond computer settings. Let's identify what other possibilities lay in troubleshooting connectivity issues with programs and software issues.
- Antivirus Suite w/ Firewalls (Such as Norton, MacAfee)
- Windows Firewalls
- Browser Configuration
- Incorrect Browse settings
- Automatic Updates
Firewalls
In order to troubleshoot this portion of connectivity issues, you can start by looking at the bottom right hand side of your screen where the clock is located. Look for any Antivirus/Firewall Suite you may have. If you happen to know you have one or locate one, proceed to disable it. Usually, if the program is half-decent, you can "Right-Click" on that icon and choose to Exit, Disable, Shutdown, Quit, etc and remove it from task. Some firewalls such as Norton, McAfee, and others require you to open up its control panel and manually disable it. Identifying the programs is made easy by placing your mouse over the icon for a few seconds, displaying the programs name.
Windows Firewall
Windows built in firewall isn’t known to cause problems, but if you're at this point you might as well disable it to reduce another possibility. To do this simply Click "Star" > Control Panel > Security Center > Manage Firewall > Turn Off.
Browsers/ and Browser Configurations
More often than not, if you’re traveling or using a laptop that switches from network to network (school and college networks come to mind) occasionally networks or software may tweak your browsers connection settings and add proxies that are useless at your home. Checking this is very simple.
For IE
1. Open up IE6/7 Via "Tools"
2. Click on "Internet Properties"
3. Click on the "Connections" Tab.
4. Select and click "LAN Settings" on the lower half of the box.
5. Verify that everything in this box is unchecked and empty. Nothing here should be used or checked on, if it is, remove it.
6. Click OK all the way through to close all the boxes.
Note: Sometimes the browser will be corrupted beyond repair, if you're using IE7 you can use the master reset built in as a resolution. You Can activate this by Clicking "Tools" > "Internet Options" > Advanced Tab > "Reset" on the lower half of the box.
For Firefox
1. Click on "Tools"
2. Click on "Options"
3. Select the "Advanced Tab"
4. Within the "Advanced Tab" Select the "Network" Tab
5. Click on "Settings" within the "Network" Tab
6. "Direct Connection to the internet" should be selected. Everything else should be blank or not selected.
For Safari
1. Click on the Apple
2. Select "System Preferences"
3. Click "Network"
4. Select "Built-in Ethernet" and Configure.
5. On the Tabs, Select "Proxies”, everything here as should be blank.
At this point if you're not online, then it's more then likely something else is going on that this self-help guide can't account for, consider making a call to tech support. At the very least, you would have learned a few things in the process of reading this :)
- ThePCGuy
If you plan to use this guide, feel free to print it out. You can't use the guide if you can't connect to the internet, right? :)
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