Troubleshooting network connectivity

Summary

This guide helps you troubleshoot and resolve: Troubleshooting network connectivity. Follow the steps below to fix the issue.

Common Causes

Last Audited: 2026-08-14

Quick Checks

• Is Wi‑Fi/Ethernet connected? – Check the taskbar icon. Ensure Wi‑Fi is enabled (air‑plane mode is off) and that the Ethernet cable is securely plugged in.
• Is the internet working? – Try loading a web site, for example Google. If the page does not load, continue with the steps below.
• Restart your router/modem – Unplug the power for 30 seconds, then plug it back in. See How to restart router/modem for detailed instructions.

Detailed Troubleshooting

Step 1: Check network status

1. Click the network icon in the taskbar.
2. Confirm that you have a connection. If the status shows “No internet”, proceed to the next step.
3. If you see “Limited connectivity”, note the warning below.

Step 2: Run the Network troubleshooter

1. Press Win + I to open Settings.
2. Navigate to Network & Internet → Status.
3. Click Network troubleshooter and follow the prompts.

Step 3: Verify the IP address

1. Press Win + R, type cmd, and press Enter.
2. In the Command Prompt, run ipconfig.
3. Locate the “IPv4 Address”. It should be within a private range such as 192.168.x.x, 10.x.x.x or 172.16.0.0 – 172.31.255.255. IPv6 private addresses begin with fd00::/8. If it shows 169.254.x.x, the device has not received an IP address.

Step 4: Release and renew the IP address

1. In the same Command Prompt, type ipconfig /release and press Enter.
2. Then type ipconfig /renew and press Enter.
3. Check whether internet connectivity is restored.

Step 5: Flush the DNS cache

1. In Command Prompt, run ipconfig /flushdns.
2. Attempt to load a web site again.

Step 6: Test connectivity with ping

1. Open Command Prompt and run ping 8.8.8.8 (Google DNS).
2. If replies are received, the network path is functional; if not, note any error messages for further investigation.

Step 7: Check the network adapter

1. Press Win + X and select Device Manager.
2. Expand Network adapters.
3. Right‑click your Wi‑Fi or Ethernet adapter and choose Properties.
4. Look for a warning icon on the device. If present, select Update driver or reinstall the driver.

Step 8: Verify Ethernet adapter status

1. Press Win + R, type ncpa.cpl, and press Enter to open the Network Connections window.
2. Ensure the Ethernet adapter is enabled (no greyed‑out icon).
3. Check that the connector shows “Network cable unplugged” is not displayed; if it is, reseat the cable or try a different port.

Step 9: Reset the network

1. Open Settings → Network & Internet → Status.
2. Click Network reset and follow the prompts.
3. Restart the PC when prompted.

Step 10: Verify proxy settings

1. Open Settings → Network & Internet → Proxy.
2. Under “Automatic proxy setup”, ensure “Automatically detect settings” is on and “Use setup script” is off unless required by your organisation.
3. Under “Manual proxy setup”, make sure “Use a proxy server” is off unless you deliberately use one.
4. If any unwanted proxy is configured, disable it and restart the browser.

Step 11: Check VPN connections

1. Open Settings → Network & Internet → VPN.
2. Verify that any VPN you expect to be connected shows “Connected”.
3. If a VPN adapter is missing after a network reset, reinstall the VPN client.
4. For detailed guidance, see Connecting to company VPN from home.

Step 12: Verify firewall/antivirus settings

1. Open Windows Security → Firewall & network protection.
2. Temporarily set the active network profile to “Domain network – Off” or “Public network – Off” to test connectivity.
3. If third‑party antivirus is installed, temporarily disable its web protection component.
4. After testing, re‑enable the firewall and any security software.
5. For more information, refer to How to protect your PC with built‑in Windows security features and Antivirus alerts – what to do.

Common Issues

Connected but no internet

• Restart the router/modem (How to restart router/modem).
• Flush the DNS cache (see Step 5).
• Try accessing a different website.
• If the issue persists, verify proxy settings and confirm the device is joined to the domain.
• For browsers that fail to load pages, see Browser not loading pages.
• If shared network drives are inaccessible, see Cannot access shared network drives.

No Wi‑Fi networks showing

• Ensure Wi‑Fi is turned on in Windows (see How to connect to Wi‑Fi).
• Confirm the router is powered on.
• Restart the computer.

Limited connectivity warning

• Typically indicates a router or ISP problem.
• Restart the router/modem.
• If the warning remains, contact your ISP.

Cannot connect to a specific website

• Test the site in a different browser.
• Clear the browser cache and cookies (How to clear browser cache/cookies).
• Try using an incognito or private‑browsing window.
• Ensure Windows is up to date (How to update Windows).

When to Call Your ISP

• Multiple devices on the network have no internet access.
• Resetting the router/modem does not resolve the issue.
• Error lights are displayed on the modem.
• The problem persists for more than a few hours.

Still Having Issues?