PC Network Troubleshooting

POWER CHECKLIST:
NETWORK CONNECTIVITY TROUBLESHOOTING

FOR WINDOWS 7 AND 8
By Scott Matteson • June 2015
Copyright ©2015 CBS Interactive Inc. All rights reserved.

Power checklist: Network Credits
connectivity troubleshooting
for Windows 7 and 8 Editor In Chief
Jason Hiner
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June 2015
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POWER CHECKLIST: NETWORK CONNECTIVITY TROUBLESHOOTING FOR WINDOWS 7 AND 8
3
Network connectivity troubleshooting

for Windows 7 and 8
In today’s ever-connected society a computer without a network connection can be placed at a significant dis-
advantage. Advances in networking have made getting online and hooked up to other systems much easier, but
some of these advances have added complexity, which can cause issues and confound troubleshooting.
Wired, wireless, and mobile broadband access are all common methods to hook up to the internet, and each can
pose challenges when problems occur. You must also contend with elements of the operating system, such as
security settings, corporate policies, and anti-malware components.
This checklist is designed to help you troubleshoot networking problems and resolve connectivity issues. Steps
and recommendations are provided for both Windows 7 and Windows 8 systems for each type of connection.
You can print the list or use it in electronic form; the checkboxes will help ensure that all the steps are followed. An
explanation of each step follows the list.
Basic steps
☐ 1. Check your IP address.
☐ 2. Try to communicate with another system using ping.
☐ 3. Check the networking system tray icon.
☐ 4. Check the status of the network environment.
☐ 5. Check the status of the network adapter.
☐ 6. Check your firewall.
☐ 7. Let Windows diagnose the problem.
☐ 8. See whether any new software/hardware policies are causing the issue (corporate environments only).
☐ 9. Reboot your computer.
☐ 10. Check/reboot your cable modem or router.

4
Wired connections
☐ 1. Check to ensure that the network cable is connected at both ends.
☐ 2. Check the light on the computer’s network card.
☐ 3. Replace the network cable.
☐ 4. Check to see whether your wireless or mobile broadband connections are enabled.
☐ 5. Try a different network port.
Wireless connections
☐ 1. Confirm that your radio is on.
☐ 2. Ensure that you are connected to the right wireless network.
☐ 3. If this is a secured network, make sure that your passphrase is correct.
☐ 4. Ensure that you have sufficient signal strength on your wireless adapter.
☐ 5. Check to see whether your wired connection is enabled; this may be interfering with your wireless
connection.
Mobile broadband connections

☐ 1. If using an external device like a mi-fi, make sure it’s powered up and close enough to provide a reliable
signal.
☐ 2. If using a USB-connected device, be sure it’s firmly seated or try another USB port.
☐ 3. Check to see whether your wired connection is enabled; this may be interfering with your mobile broadband
connection.
☐ 4. Confirm your available services.
☐ 5. Check to ensure that your account is valid/bill paid.
Following the basic steps

1. Check your IP address
An IP address is a network address needed to communicate with other systems. This step explains how to check
your system’s IP address to see if it is valid.

5
Windows 7
Open a command prompt by clicking Start and then entering cmd in the Search field and pressing Enter.
Windows 8
Open a command prompt by accessing Desktop Mode and then right-clicking the Start button and choosing
Command Prompt.
Type ipconfig /all and review your networking configuration. It will differ based on your environment, but if you are
using a wired connection look for Ethernet Adapter Local Area Connection entries and check to see whether IPv4
Address is shown. Do the same for wireless or mobile broadband connections if applicable.
Here is an example of a working computer’s ipconfig /all output:
Here we can see the Wireless LAN adapter has an IP address (192.168.1.5) and a Default Gateway IP address of
192.168.1.1.

6
If you see an IP address that starts with 169.254.x.x, it’s a self-assigned address—which means your computer
can’t talk to other systems. It’s a good clue that something isn’t working from either end.
If you see an IP address listed that does not start with 169.254, you likely have a valid network connection. Note
this IP address as well as the Default Gateway entry and proceed to the next step.
If you see no IP address listed, your computer can’t communicate on a network. If you are a business user, your IT
department will need to configure an IP address for you.
If you’re a home or mobile broadband user, chances are your router/internet provider is unable to provide you with
an IP address. Proceed to the step after next and contact appropriate personnel with results.
2. Try to communicate with another system using ping

The ping command sends network traffic to another device to see if it answers. At the command prompt, try to
ping the IP address of your default gateway. If it’s 10.1.7.1 for instance, you would type the following and hit Enter:
ping 192.168.1
If your computer is connected to the network, you should see a string of responses, such as:
Pinging 192.168.1.1 with 32 bytes of data:
Reply from 192.168.1.1: bytes=32 time=3ms TTL=64
If the connection is not valid, you will merely see Request timed out. This is a good sign that something is wrong
with your computer and not the network.
3. Check the networking system tray icon

The system tray (lower right section of your screen in Windows 7; the Desktop mode in Windows 8) contains
several icons that can display the status of your computer. One such icon is the network status icon.
This icon looks like this for wired connections:

7
The icon may appear in various states when network problems occur. Here are some examples:
The computer is searching for a valid network connection.
The computer has a problem with the network connection.
There is no network connection (or the adapter might be having a problem).
Wireless connections will appear similar to the following. The actual icon may vary depending on the hardware
manufacturer, but it’s usually represented by bars for signal strength:
As with wired connections, the network state is represented by the condition of the icon:
The computer is searching for a valid network connection.
The computer has a problem with the network connection.
There is no network connection (or the adapter might be having a problem).
The network connection is working properly but there is no internet access.
In each case, hovering your mouse pointer over the icon can provide a message box containing clues or more
information, such as the following example:
Internet access means all is working as expected. No internet access signifies a communication problem requiring
further troubleshooting steps.
4. Check the status of the network environment

You can view the status of your network environment with these steps:
Windows 7
Go to Start | Control Panel | Network And Sharing Center or View Network Status And Tasks.

8
Windows 8
Go to Desktop Mode, right-click the Start button, choose Control Panel and then Network And Sharing Center or
View Network Status And Tasks.
This window will show you the status of your network environment. Here is an example on a Windows 7 system:
This demonstrates the computer SMATTESO-E6321 is connected to the wireless network 28GFQ and has a valid
internet connection. If problems existed with the connection, the network or internet access this page would
provide further details.
5. Check the status of the network adapter

This step lets you see what condition your network adapter is in.
Windows 7
Go to Start | Control Panel | Device Manager. (If you don’t see Device Manager, change the View By field to Large
Icons.)

9
Windows 8
Go to Desktop Mode, right-click the Start button, choose Control Panel and then Device Manager. (If you don’t
see Device Manager change the View By field to Large Icons.)
This will show you all devices present on your system. Expand Network Adapters and look for any entries with a
red or yellow icon next to them.
In the following example, the system is healthy, but red or yellow icons elsewhere can signify a problem with the
adapter that is preventing it from working correctly. It may need a driver update or it may be malfunctioning. Check
Google along with the adapter name (manufacturer and model) to troubleshoot further.
Vendor websites should provide driver files for installation. Download them to another system, place them on a
USB drive, insert the drive in the problem computer, and proceed with the driver installation.
It can also sometimes be helpful to right-click the adapter and choose Uninstall to remove it, then reboot and let
Windows re-detect it and install the appropriate software. If this does not help, check with your IT department (if
applicable) or try further Google research.

10
6. Check your firewall

Software-based firewalls have been known to cause network problems if not properly configured. Temporarily
disable them to see if network connectivity resumes working as expected. If you are using a security software
product, check with the manufacturer (or Google) for details on how to disable it.
For Windows Firewall (built into Windows 7 and 8)

Windows 7
Go to Start | Control Panel | Windows Firewall. (If you don’t see Windows Firewall, change the View By field to
Large Icons.) Select Turn Windows Firewall On Or Off and then set all instances shown to Turn Off Windows
Firewall (Not Recommended).
Windows 8
Go to Desktop Mode, right-click the Start button, choose Control Panel and then Windows Firewall. (If you don’t
see Windows Firewall, change the View By field to Large Icons.) Select Turn Windows Firewall On Or Off and then
set all instances shown to Turn Off Windows Firewall (Not Recommended).
If the connection works after the firewall/software is disabled, do NOT simply leave it off. This is intended to pro-
tect your system, so you will need to research how to configure your firewall to permit the desired access. Check
with Google or IT sites devoted to the subject or contact your IT department.

11
7. Let Windows diagnose the problem

You can run a network diagnosis to see what’s wrong.
Windows 7
Go to Start | Control Panel | Network And Sharing Center or View Network Status And Tasks | Change Adapter
Settings. Then, right-click the adapter you’re trying to use (wired, wireless, or mobile broadband) and select
Diagnose.
Windows 8
Go to Desktop Mode, right-click the Start button, choose Control Panel, select Network And Sharing Center or
View Network Status And Tasks, and choose Change Adapter Settings. Then, right-click the adapter you’re trying
to use (wired, wireless, or mobile broadband) and select Diagnose.
Windows will examine the adapter, attempt to see what’s wrong, and then provide you with any available options
for remediation. You can also check to see if the problem is fixed after following any recommended steps.
8. Check to see whether any new software/hardware policies are causing the issue
(corporate environments only)
Windows often utilizes group policies in a corporate environment, and inadvertent or faulty changes to these
policies can sometimes produce network connectivity problems. Check with your IT department to see if any
recent group policy updates might be at fault for your system’s inability to connect to a network.
9. Reboot your computer

As the saying goes, rebooting is to computers as a plunger is to clogged toilets. It can fix many an issue. A reboot
never hurts (unless you have unsaved data) and can often clear up pesky and elusive issues.
10. Check/reboot your cable modem or router

This can be a notoriously easy fix. Many times the cable modem or router is having issues and a reboot will fix it.
Look at the device to ensure that it’s plugged in and has lights on the front. It may simply need to be powered on
(or restarted if it is already on). If this is the case, power the device off, wait 10 seconds, and then power it on. You
may want to reboot your computer for good measure and then try to connect again once you have logged in.
Following the steps for wired connections

1. Check to ensure the network cable is connected at both ends
The jacks on both ends of the network cable should be securely connected. Also make sure the connector jacks
are in good working order with no visible sign of damage.
2. Check the light on the computer’s network card

A green light indicates a healthy connection and the computer can communicate with the switch, hub, or router it’s
plugged into.

12
3. Replace the network cable

A faulty network cable can produce intermittent or complete networking failures. Swap the suspect cable with a
known good spare and see whether the issue clears up.
4. Check to see whether your wireless or mobile broadband connections are

enabled
In a business or remote user environment, where laptops are often routinely used between wired and wireless
connections, a common fix for networking problems is to disable all unused adapters.
Windows 7
Settings.
Windows 8
View Network Status And Tasks, and then choose Change Adapter Settings.
This will show you all adapters present on your system.
Disable any wireless/mobile broadband connections by right-clicking them and choosing Disable. Remember to
re-enable these if this does not fix the problem or you later need to use the associated network type(s).
5. Try a different network port

It’s rare, but it does happen: Occasionally, a network port will have been misconfigured or will go bad. If you can
locate the connection your computer uses at the hub/switch/router, try plugging it into a different port, rebooting,
and then seeing whether you have a valid connection.

13
Following the steps for wireless connections

1. Confirm that your radio is on
Even seasoned IT professionals can sometimes get hung up on the little details. In many cases with wireless
networking problems, the core of the issue is that the radio simply isn’t on. Many laptops have manual on/off
switches for wireless radios, so confirm that yours is in the “on” position.
2. Ensure that you are corrected to the right wireless network

Hover your mouse over the wireless connection icon and confirm that the network name shown (if applicable) is
valid. If you are connected to a different network, click the name and then choose Disconnect. Try connecting to
the appropriate network.
3. If this is a secured network, ensure that your passphrase is correct

It can be tricky to enter a complicated passphrase, especially if the characters are masked. Ensure the password
you have set or been given for this network is valid and has not recently changed.
4. Ensure that you have sufficient signal strength on your wireless adapter
You can gauge single strength by the number of active bars in your wireless network icon (or by clicking the icon
and reviewing the bars associated with the connection). If the signal is weak, move your system closer to the wire-
less access point if possible.
5. Check to see whether your wired connection is enabled; this may be interfering
with your wireless connection
Windows 7
Settings. Disable any wired connections.
Windows 8
View Network Status And Tasks, and then choose Change Adapter Settings. Disable any wired connections.
Following the steps for mobile broadband connections

1. If using an external device like a mi-fi, make sure it is powered up and close
enough to provide a reliable signal
The device should be able to show you battery power. If it’s low, charge it up or plug it into an adapter if it is so
equipped.

14
2. If using a USB-connected device, make sure it is firmly seated or try another

USB port
Sometimes loose or malfunctioning USB connections can cause intermittent faults with mobile broadband
devices. Reseating or using a different port may fix such issues.
3. Check to see whether your wired connection is enabled; this may be interfering
with your mobile broadband connection
Windows 7
Settings.
Windows 8
View Network Status And Tasks, and then choose Change Adapter Settings.
This will show you all adapters present on your system.
Disable any wired or wireless connections not in use by right-clicking them and choosing Disable. Remember to
re-enable them if this does not fix the problem or you later need to use the associated network type(s).
4. Confirm your available services

If you’re roaming, make sure your mobile broadband provider has turned roaming capability on for your account.
It’s also possible that you are in an area that doesn’t have coverage, so you should arrange to check a coverage
map for your provider.
5. Check to ensure that your account is valid/bill paid

It’s not a technological step so much as a bookkeeping tip, but there have been times when late or unpaid bills
have resulted in the cancelation of mobile broadband services. Make sure your account is up to date.
Outside assistance
We hope this guide has been helpful in troubleshooting networking problems with Windows 7 and Windows 8
systems. If you continue to have issues, seek help from your carrier, internet provider, hardware/operating system
manufacturer, or other outside personnel. You can use the checklist to itemize the steps you’ve already tried and
to describe the results.

15
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POWER CHECKLIST:

NETWORK CONNECTIVITY TROUBLESHOOTING

By Scott Matteson • June 2015

Copyright ©2015 CBS Interactive Inc. All rights reserved.

this document are trademarks or registered trademarks of the Senior Editors

believed to be reliable. CBS Interactive Inc. disclaims all warranties

as to the accuracy, completeness, or adequacy of such information.

CBS Interactive Inc. shall have no liability for errors, omissions,

or inadequacies in the information contained herein or for the

interpretations thereof. The reader assumes sole responsibility for

the selection of these materials to achieve its intended results. The

opinions expressed herein are subject to change without notice.

Tech Pro Research

Tech Pro Research is a ZDNet Web site.

Copyright ©2015 CBS Interactive Inc. All rights reserved.

Network connectivity troubleshooting

☐ 2. Try to communicate with another system using ping.

☐ 3. Check the networking system tray icon.

☐ 4. Check the status of the network environment.

☐ 5. Check the status of the network adapter.

☐ 6. Check your firewall.

☐ 7. Let Windows diagnose the problem.

☐ 9. Reboot your computer.

☐ 10. Check/reboot your cable modem or router.

Copyright ©2015 CBS Interactive Inc. All rights reserved.

☐ 2. Check the light on the computer’s network card.

☐ 3. Replace the network cable.

☐ 5. Try a different network port.

☐ 2. Ensure that you are connected to the right wireless network.

☐ 3. If this is a secured network, make sure that your passphrase is correct.

Mobile broadband connections

☐ 4. Confirm your available services.

☐ 5. Check to ensure that your account is valid/bill paid.

Following the basic steps

Copyright ©2015 CBS Interactive Inc. All rights reserved.

Here is an example of a working computer’s ipconfig /all output:

Copyright ©2015 CBS Interactive Inc. All rights reserved.

2. Try to communicate with another system using ping

Pinging 192.168.1.1 with 32 bytes of data:

Reply from 192.168.1.1: bytes=32 time=3ms TTL=64

Reply from 192.168.1.1: bytes=32 time=55ms TTL=64

Reply from 192.168.1.1: bytes=32 time=76ms TTL=64

Reply from 192.168.1.1: bytes=32 time=4ms TTL=64

3. Check the networking system tray icon

This icon looks like this for wired connections:

Copyright ©2015 CBS Interactive Inc. All rights reserved.

The computer is searching for a valid network connection.

The computer has a problem with the network connection.

There is no network connection (or the adapter might be having a problem).

The computer is searching for a valid network connection.

The computer has a problem with the network connection.

There is no network connection (or the adapter might be having a problem).

The network connection is working properly but there is no internet access.

4. Check the status of the network environment

Copyright ©2015 CBS Interactive Inc. All rights reserved.

5. Check the status of the network adapter

Copyright ©2015 CBS Interactive Inc. All rights reserved.

Copyright ©2015 CBS Interactive Inc. All rights reserved.

6. Check your firewall

For Windows Firewall (built into Windows 7 and 8)

Copyright ©2015 CBS Interactive Inc. All rights reserved.

7. Let Windows diagnose the problem

9. Reboot your computer

10. Check/reboot your cable modem or router