Wired and wireless network problems

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
  
  

  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

     • 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.
  
  

  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:

  • The Latest Windows XP Hardware Compatibility List

  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

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

  To reset an internal modem

  • Restart the computer.

  Use Device Manager

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

  Note

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

  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

     • 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 

        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.