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    Solve Internet or LAN Connection Issues When Using an Ethernet Cable to Connect to a Router or Modem

    • Answer
    • Sometimes, a PC connected to the internet using an ethernet cable may suddenly lose its connection to a web page. The PC may be connected directly to a cable service modem or DSL modem, or there may be a router between the PC and the modem. While some of the tasks listed below will resolve problems if the PC has lost its connection to other computers or storage devices or the printers on the network, this document primarily addresses a lost internet connection.
      NOTE:It is quick and easy to perform most of the troubleshooting steps; however, before you perform the Advanced Network Troubleshooting or try to download and install drivers or programs on your computer, try connecting another computer to the network to verify the problem is with the computer rather than a network issue.
      Never connected
      If the PC was never successfully connected to a network or to the internet, contact your ISP for a wired LAN installation program and instructions, or see one of the following documents:
      Wireless Connection
      If the PC has lost a network or internet connection on a wireless network, see one of the following documents:
      Do this first
      There are some common issues that you can troubleshoot quickly before beginning to work with manual troubleshooting or advanced troubleshooting.
      On most PCs, there are light emitting diodes (LEDs) next to the physical connection where the Ethernet cable plugs into the PC. The LEDs glow or blink to indicate the current status of the network device. If the ethernet connector on your PC does not have LEDs, you can look at the router to verify that the LEDs blink when the network cable is connected.
      Use a Category 5 or Category 5e network cable (also referred to as a Cat-5 Ethernet cable) with RJ45 connectors on each end. A cable with smaller RJ11 connectors is used for connecting a dial-up modem to a telephone line.
      1 - RJ45 network connector
      2 - RJ11 telephone connector
      1. If the LEDs on the ethernet connector blink as the PC is being used, the network card is connected properly to the network. To continue testing, go to Check router and modem operation .
      2. If the LEDs are not glowing, there may be a physical problem with the cable or connection. Do one or more of the following.
        • Unplug the ethernet cable, blow out any dust from the connector, and re-plug the cable to establish a good connection.
        • Connect the PC to the network using a different ethernet cable.
        • Connect the ethernet cable directly from the PC to the modem to bypass all of the network wiring and the router.
        • If available, connect another PC to the network connector to determine if the problem is with the PC or the network.
      3. Look at the LEDs on the router when the PC is being used. If the router LEDs are blinking, to check the internet connection, go to Recycle power to reset the router and modem
      If the LEDs on the connector do not glow after trying different cables and connections, go to Verify the status of the network to check the software settings.
      The router and the modem should glow and blink when there is a connection between the PC, the network router, and the internet using a modem. You should refer to the manufacturer's documentation for specific details. In general, one of the LEDs on the router glows steadily when there is a physical connection between the components, and a different LED blinks only when data is being transferred from the ISP. If the specific LEDs on the modem are not glowing or blinking, it indicates there is a problem with the internet connection even if the LEDs on the router indicate connections between the computers and resources.
      If the LEDs on the router cannot connect to the internet, the browser displays a Cannot find server error message. To reset the router and the modem to their default condition by recycling the power, do the following steps:
      1. Turn off your modem.
      2. Unplug the power, Ethernet and phone line/cable from the modem.
      3. Turn off the router (if present in the network).
      4. Unplug the power, Ethernet and phone line/cable (if using a modem router) from the router.
      5. Shut down the PC.
      6. Wait for 30 seconds for the power to dissipate from the devices.
      7. Re-connect the Ethernet, phone line/cable and power to the modem.
      8. Turn on the modem and wait for the modem to complete the startup process.
      9. When all available LED lights are steady on the modem, connect the Ethernet, phone line/cable and power to the router.
      10. Wait till the router completes the startup and all available LED lights are steady.
      11. Turn on the PC and attempt to reconnect to the desired network.
      If you have Window 7, use Windows 7 Network Troubleshooter to automatically fix common computer problems by selecting the troubleshooter tool you would like to use. To open Windows 7 Troubleshooter, follow these steps:
      1. Click Start , enter troubleshoot and select Troubleshooting from the list.
        Figure 1: Windows 7 Troubleshooter
        There are five options available for your to select to troubleshoot:
        • Programs troubleshoots and prevents problems with programs that were installed in another version of Windows that might not be compatible to run on the Windows 7.
        • Hardware and Sound troubleshoots and prevents problems with device configuration, audio recording, and audio playback issues.
        • Network and Internet troubleshoots and prevents problems with internet and network tools and device problems.
        • Appearance and Personalization troubleshoots and prevents problems with display effects.
        • System and Security troubleshoots and prevents problems with web browsing safety, system maintenance, performance, power adjustment, Windows Search, and Windows Update.
      2. Select Network and Internet .
        Figure 2: Troubleshoot problems - Network and Internet
        The Network and Internet option offers troubleshooting and prevention of problems.
        • Internet Connections connects to the internet or to a particular website.
        • Shared Folders accesses files and folders on other computers or user accounts.
        • Internet Connections connects to the internet or to a particular website.
        • HomeGroup allows you to view other computers and shared files on your HomeGroup.
        • Network Adapter troubleshoots issues with the ethernet cable connection, wireless connection, or other network adapters.
        • Incoming Connections allows other computers to reach your computer through the Windows Firewall.
        • Connection to a Workplace Using DirectAccess connects your computer to your workplace network over the internet.
      3. Follow the on-screen prompts.
      These quick checks should help you resolve any troubleshooting issues you have. If the tools were not able to automatically detect the issue, continue reading this document to manually troubleshoot your problem, and then troubleshoot advanced ways if necessary.
      Manual Troubleshooting
      You can also manually troubleshoot problems, without the Windows 7 troubleshooting tool. Do these tasks in the sequence they are listed.
      Reset the modem, router, and the computer. If the glowing LEDs indicate a good physical connection, but the PC cannot connect to the internet or to a network resource, verify that the network device is enabled and has found the IP and DNS addresses automatically.
      NOTE:If connected to a private network, the PC may require the use of specific IP and DNS addresses. See the network administrator for the company's requirements.
      For a PC with Windows 7
      1. Click Start , enter Network and Sharing in the search field, and then select Network and Sharing Center from the list.
      2. Select Manage network connections in the left panel of the Network and Sharing Center window. The Network connections window appears.
      3. If the status of your Local Area Connection is disabled , right-click the Local Area Connection icon and select Enable .
      4. Right-click the Local Area Connection and select Adapter Settings .
      5. On the Networking tab, select the IP Protocol (TCP/IP) connection and click Properties .
      6. On the General tab, verify that both the Obtain an IP address automatically , and the Obtain DNS server address automatically options are selected, and then click OK to accept the values.
      7. Restart the computer.
      For a PC with Vista
      1. Click Start , enter Network and Sharing in the search field, and then select Network and Sharing Center from the list.
      2. Select Manage network connections in the left panel of the Network and Sharing Center window. The Network connections window appears.
      3. If the status of your Local Area Connection is disabled , right-click the Local Area Connection icon and select Enable .
      4. Right-click the Local Area Connection and select Properties .
      5. On the Networking tab, select the IP Protocol (TCP/IP) connection and click Properties .
      6. On the General tab, verify that both the Obtain an IP address automatically , and the Obtain DNS server address automatically options are selected, and then click OK to accept the values.
      7. Restart the computer.
      For a PC with XP
      1. Right-click the Network in the system tray and select Open Network Connections .
      2. Right-click the Local Area Connection , and select the Status Option .
      3. If the status of the Local Area Connection is disabled , right-click the Local Area Connection icon and select Enable to reset the connection.
      4. Right-click the Local Area Connection and select Properties .
      5. On the Networking tab, select the IP Protocol (TCP/IP) connection and click Properties .
      6. On the General tab, verify that both the Obtain an IP address automatically , and the Obtain DNS server address automatically options are selected, and then click OK to accept the values.
      7. Restart the computer.
      When a PC is connected to the internet using a dial-up modem, the connection program creates an entry that forces the computer to try using the dial-up connection. When you attempt to use your browser, you may see adial-up connection message or a Web page unavailable while offline error. To resolve these problems, you must disable the dial up connection setting.
      1. Open your Internet Explorer, then click Tools , and Internet Options .
      2. In the Internet Options dialog box, click the Connections tab.
      3. Select the Never dial a connection option.
      4. Click OK to save the settings.
      Close and then re-start the Internet Explorer to view a site on the web.
      When PCs are connected to the internet or to a network, the communication is managed by using Internet Protocol Addresses (IP Address). An IP Address is a unique address that consists of four numbers separated by periods. For most cable and DSL devices, this number is assigned to the PC automatically by the Internet Service Provider (ISP). If the ISP cannot assign the PC an IP Address, Windows assigns a default address or generates an error message.
      Follow the steps below to find the IP Address, and then troubleshoot accordingly:
      1. Click Start , enter cmd in the search field, and press in the enter key to open the command window.
      2. Enter ipconfig /all at the command prompt, and then press the enter key.
      3. Look at the IP Address listed in Ethernet adapter Local Area Connection and take the indicated action.
        Figure 3: Command window with IP address
        Figure 4: Command window without IP address
      The network connection icon in the system tray indicates if the PC has a connection  or  , or does not have a connection  or  , to the network or to a cable service modem or DSL modem. If there is no icon, either the icon display is turned off (in XP), or network driver is missing or corrupted.
      To display the network connection icon, do the following:
      For a PC with Windows 7 or Vista
      The network connection icon should display if any network (NIC) driver is installed. If the icon is not displayed, the driver is corrupted or missing. See, Download and install network driver .
      For a PC with XP
      1. Click Start , Control Panel , and then click Network Connections .
        If there is no Network Connections option, see Download and install network driver .
      2. Right-click the Local Area Connection , and select the Properties .
      3. On the General tab, verify that both the Show icon in notification area when connected , and the Notify me when this connection has limited or no connectivity options, and then click OK to accept the values.
        Figure 5: Local Area Connection Properties
      The network connection icon will display in the system tray.
      If the network connection icon is not displayed in the system tray, and the PC cannot connect to a network, you can install the required processor chipset and network interface card (NIC) drivers using one or more of the following installation options. HP recommends that you also update the BIOS, if available. As you review the options, click the Detailed Instructions link for more information.
      Depending on the model, you should install the chipset drivers (Intel or Nvidia), Network Interface Card (NIC) driver, or the Ethernet driver.
      Installation OptionsAdvantages
      Run HP Support AssistantIf the computer can connect to the internet, HP Support Assistant can install the drivers for you.

      If you do not have a network connection, use one of the other Installation Options that do not require a network and internet connection.
      Update or reinstall original drivers using Device Manager.

      Detailed Instructions      		Very quick and easy. 

      Helpful if the driver is corrupted or was never installed. Will not help if the driver was uninstalled or deleted.

      Does not require a network and internet connection.
      Install the original drivers using Recovery Manager.

      Detailed Instructions      		Available if the PC has the original HP image. Not available if the operating system was changed.

      Does not require a network and internet connection.
      Download and install the original or updated drivers from the HP web site.

      Detailed Instructions      		Requires use of another computer with an internet connection.

      From a computer with network connection, the driver must be downloaded from the Software & Driver downloads page on the HP web site, copied onto a disc or thumb drive, and then copied onto the PC that is missing the network driver. 

      The drivers on the web site are the latest updated drivers.

      The latest BIOS and other drivers and software can also be downloaded.
      Go to the the HP web site to get the latest BIOS and Ethernet driver for your computer.
      When networking hardware is not working correctly, Windows reports an error message in Device Manager. Use the following steps to refresh or reinstall the device drivers.
      1. Click Start and enter Device Manager in the search field. Select Device Manager when it becomes available.
      2. If the Network adapters category is present with a plus sign (+) , skip to Step 5 .
      3. If the Networks adapters category is not listed, the network adapter driver is not installed. See Install original drivers using Recovery Manager or Download and install original or updated drivers from the HP web site.
      4. If a network adapter is not listed inside, do one of the following items based on the condition of the networking hardware:
        • Networking hardware is not installed. Install a new network card (desktop computer) or a new network PCMCIA card (notebook computer) per the card manufacturers' suggestions. This does not apply to on-board networking hardware.
        • The network card is not seated fully into its socket. For Desktop computers, remove the side-case, reseat the network card, and replace the side case. For notebook computers, remove and reseat the network PCMCIA card. This does not apply to on-board networking hardware.
      5. If the network adapter is listed, but has a yellow exclamation mark over its icon  or  , do the following:
        • In the Device Manager pane, highlight each listed driver one at a time and press the Delete key. When prompted, confirm that you wish to delete these drivers. Do not restart the PC.
        • In the Device Manager pane, click the Scan for hardware changes button (near the top). Windows will now scan your system for hardware and install default drivers for anything that requires drivers at this time.
        • Software drivers and supportive files may be missing or corrupted. Remove the device from Device Manager and reinstall the software by restarting the computer.
      6. If the network adapter listed has a green adapter icon  or  , the networking adapter is probably functioning correctly. Complete the following steps to verify the network hardware is working properly.
        • Recheck the cable connections and replace any cables that have been bent or pinched, or that you suspect are bad.
        • Recycle the power to the modem, the router, and then restart the PC.
        • Check with the Internet Service Provider's (ISP) support service to verify that their service is operating. Most ISPs have a telephone support number. If an outage is occurring, an automated response about the ISP's system-wide service outages will probably play. In this case, wait until the service comes back.
      If the PC cannot connect to the internet but it does have the original HP image, you can use the HP Recovery Manager to install the original device drivers. The HP Recovery Manager can reinstall individual hardware drivers and software that shipped with the specific PC model. This installation option is not available if the operating system has been changed or if the Recovery drive (usually D:\Recovery) is corrupted or deleted.
      To use the HP Recovery Manager to install the original device drivers, complete these steps.
      For a PC with Windows 7:
      1. Click Start , enter Recovery in the search field, and select Recovery Manager when it becomes available.
      2. On the Recovery Manager main window, select the Hardware driver re-installation and click Next on the Welcome to Hardware Driver Re-installation window.
        Figure 6: Recovery Manager window
      3. On the Select a driver to reinstall window, highlight the desired network device driver and click Next to begin the installation. Depending on the model, you should re-install the chipset drivers (Intel or Nvidia), the Network / Ethernet (NIC) driver, or the wireless LAN driver.
        Figure 7: Select driver to reinstall
      4. Repeat this action for the other hardware drivers to be re-installed.
      5. If prompted after installing the drivers or network application, restart the PC.
      For a PC with Windows Vista or XP:
      1. Click Start , enter Recovery in the search field, and select Recovery Manager ,when it becomes available.
        NOTE:Depending on the computer model, the HP Recovery Manager may be located in theAccessories folder or a different folder.
      2. On the Recovery Manager main window, select the Advanced options .
      3. On the Advanced options window, select the Hardware driver re-installation option, and then clickNext .
      4. When prompted, click Next to continue.
      5. On the Select a driver to reinstall window, highlight the desired network device driver and click Next to begin the installation. Depending on the model, you should re-install the chipset drivers (Intel or Nvidia), the Network / Ethernet (NIC) driver, or the wireless LAN driver.
      6. Repeat this action for the other hardware drivers to be re-installed.
      7. If prompted after installing the drivers or network application, restart the PC.
      After the computer is connected to the internet, you should use HP Support Assistant to scan for other updated drivers and software. For more information, see HP Notebook PCs - Locating HP Software, Driver and BIOS Updates .
      Sometimes the default drivers provided with Windows will not be up-to-date. If reinstalling the default drivers by using the Device Manager or the Recovery Manager does not correct the problem, you may need to reinstall the original and updated software drivers from the HP web site.
      Since the computer is missing the network device drivers, it cannot connect to the internet and you will need to use another computer to download the files. You will need a portable storage device, such as a CD or a thumb drive, to copy the files and then transfer them to the disconnected computer.
      Download and install the latest driver using one of the following procedures:
      1. Determine the exact product number for the computer. The product number is listed on the service tag on the bottom of the case. The model's series number near the display is not sufficient for locating the proper drivers.
        For information on locating the product number, if you have access to the internet on another computer, see Locate the Notebook Product Number or Model Number .
      2. Using a different computer that can connect to the internet, go to the HP Drivers and Downloads web page to search for updated drivers.
      3. Select Download drivers and software , type the product number, and click the search button.
      4. Select the operating system on the computer.
      5. Scroll through the list of drivers and locate the individual network device drivers. Depending on the model, you should download the chipset drivers (Intel or Nvidia), or Network / Ethernet (NIC) driver, or wireless LAN driver.
      6. When you click on the name of the driver and the Download options and information page displays, be sure to read the Description to verify that it is the correct driver for your PC.
      7. To download and save the driver, select Download only , and then select Save when prompted.
        CAUTION:Do not select Install now or Run because you do not want to install this software on this computer.
      8. Navigate to a convenient location on the computer, such as the desktop, and save the file. Repeat this action for the other files to be downloaded.
      9. When all the files are downloaded, copy the files to the portable storage device (CD or thumb drive).
      10. Copy the files from the portable storage device to the computer that cannot connect to the network.
      11. Double-click the copied files and install the required network drivers and software.
      12. Restart the computer and verify the connection to the network and the internet.
      After the computer is connected to the internet, you should use HP Support Assistant to scan for other updated drivers and software. For more information, see HP Notebook PCs - Locating HP Software, Driver and BIOS Updates .
      Also, update any Windows drivers and software using Microsoft's Windows Update feature. For more information, see HP Notebook PCs - Updating Drivers and Software with Windows Update .
      Advanced Network Troubleshooting
      If the computer cannot connect to the network after doing the quick network checks and the manual troubleshooting, you can do one or more of the following advanced troubleshooting procedures. You may want to use a different computer to search the HP User support forums for similar network connection problems.
      The ISP should have provided all of the necessary settings and troubleshooting procedures for a proper cable or DSL connection. If the ISP does not provide technical support assistance, use the following steps to reset the network settings:
      NOTE:If you have the settings and troubleshooting procedures from the ISP, use them instead of the settings in this section.
      1. Click Start and enter command in the search field, and select Command Prompt when it becomes available. The Command prompt window opens.
      2. Type ipconfig /release at the command prompt and press the Enter key. The command prompt clears.
      3. At the new command prompt, enter the following text: ipconfig /renew and press the Enter key.
      4. At the new command prompt, enter the following text: netsh int ip reset c:\resetlog.txt and press Enter .
      5. Close the Command window.
        If the PC still cannot connect to the internet, continue using the following steps.
      6. Click Start > Control Panel , and in the Control Panel window, click Network and Internet .
      7. In the Network and Internet window, select the Network and Sharing Center .
      8. Under your main network's panel, next to Local Area Connection, click View status to open the Local Area Connection Status window.
      9. Click Properties . If prompted, allow the action to proceed. The Local Area Connection Properties window appears.
      10. Select the Internet Protocol (TCP/IP) name that matches the Ethernet adapter name from the list of items for your connection. Do not remove the check mark next to the Internet Protocol (TCP/IP) reference while selecting it. If multiple TCP/IP references are listed, select the one that contains the adapter name being used, such as TCP/IP -> 3Com Fast Ethernet Adapter .
        NOTE:If there is no listing for internet protocol (TCP/IP), this is the cause of the problem. ClickInstall , select Protocol , and then click Add . Select a TCP protocol from the list, such as Microsoft TCP IP, and then click OK to install the protocol. Restart the PC if prompted.
      11. Select the Internet Protocol, and click Properties .
      12. Select Obtain an IP address automatically and Obtain DNS server address automatically (if they are not already selected).
      13. Click OK to close the TCP/IP Settings window, and then click OK to close the Local Area Connection Properties window.
      14. Restart the computer and try connecting to the internet again.
      The internet browser itself and other software, such as firewalls or proxy software, that are designed to protect the computer from on-line threats, can prevent the computer from connecting to the internet. Follow the steps below to modify how the software on your computer works with the internet:
      Most home networks do not use a proxy server, however on a business network, you may want to check with the System Administrator for specific instructions.
      1. Click Start , Control Panel , and in the Control Panel window, click Network and Internet .
      2. In the Network and Internet window, select Internet Options , and then select the Connections tab.
      3. Click LAN Settings , and then select Automatically detect settings .
      4. Remove the check marks to de-select the Use a proxy server for your LAN and Use automatic configuration script settings.
      5. Click OK to accept the changed settings, and then OK to close the windows.
      6. Try connecting to the internet again. If the PC cannot connect, continue using these steps.
      7. If proxy software is being used on a business network, disable it temporarily and try connecting to the internet again. If the PC can connect to the network and the internet, check with the System Administrator on a business network for specific instructions. Some common proxy software applications are:
        • WinProxy
        • WinGate
        • Microsoft Proxy Server
        • Netscape Proxy Server
        If the PC still cannot connect to the network or the internet, continue to the Verify Firewall and Antivirus settings section.
      HP recommends that all PCs be equipped with some type of firewall and antivirus protection. However these programs can block all access to the network or internet if they are not set up correctly. You should only use one antivirus or firewall program at a time. Running two or more antivirus or firewall programs at the same time can make the computer operate slowly or prevent the computer from connecting to a network or the internet.
      To configure the Windows Firewall and Defender protection, click Start , enter security in the search field, and then select Windows Security Center from the listing. Follow on-screen instructions to verify the security and firewall settings are on.
      Figure 8: Verify Firewall and Antivirus settings window
      For testing purposes only - You can temporarily disable antivirus and firewall software to determine if one of these programs is preventing access to the internet.
      If you do not want to use any third-party programs, the Microsoft Windows Vista and Windows 7 operating systems provide Windows Defender, a native firewall and malicious software protection. Windows Defender protects your computer against the latest threats, spyware detection and removal, and it improves your computer safety while browsing the internet.
      To turn on the Windows Defender protection, follow these steps:
      1. click Start , enter defender in the search field, and then select Windows defender from the listing.
      2. If Windows Defender is turned off, click click here to turn it on .
        Figure 9: Defender turned off
      3. Once Windows Defender is turned on, follow on-screen instructions for updating your computer to detect harmful software and prevent it from damaging your computer.
        Figure 10: Check for updates on Windows Defender
      For most antivirus programs, right-click the application icon in the system tray, select the menu option to open the application control window. View the application's Help file for instructions on temporarily disabling the protection, and for configuring the firewall or antivirus settings. If the computer operates differently when the antivirus and firewall software is disabled, you have identified the cause of the problem.
      If the PC can connect to the network or internet after temporarily disabling your firewall software, refer to your ISP for the port numbers required to connect. Adjust your firewall software to allow these ports to stay open.
      WARNING:Your computer is vulnerable to security threats when the firewall and antivirus software are disabled. When the testing is completed and the computer can access the internet, re-enable the firewall and antivirus program and restart the computer.
      The communication between the network components is managed by a set of built-in TCP/IP instructions. These instructions and address can become damaged or corrupted. If the PC was working but suddenly cannot connect to the network or the internet, you can reset TCP/IP to its original default values by using aNetShell (netsh) command.
      Eliminate many connection problems caused by third party software by resetting to the TCP/IP using the following steps.
      1. Click Start , Run , enter CMD in the command line field, and press the enter key.
      2. In the command window, type the command netsh winsock reset , and press the enter key.
      3. Allow the command to complete its operation.
      4. Close the command window.
      Using the NetShell command to rewrite two TCP/IP registry keys, provides the same results as reinstalling the TCP/IP protocol.
      If you have performed all of the steps in this document and the PC can connect to the router on the network but it still cannot connect to the internet using cable or DSL, call the ISP support phone number for assistance. Be sure to tell the ISP all of the tests that you have already done and the results of the tests.
      The ISP technician will probably ask you to do the following:
      1. Describe which LEDs on the modem are glowing, are blinking, and which are not glowing.
      2. Recycle the power to the modem, the router, and the PC.
      3. Bypass the router on the network and connect the PC directly to the modem.
      At most internet service providers, the technician is only responsible for determining if the internet service is operating where it enters your location. If the modem recognizes the internet signal, the ISP has fulfilled its responsibility, even if your network or computer cannot connect to the internet.
      You can also click the Contact HP link at the top of this page for additional technical support.
      See Also

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    • View Answer at http://h10025.www1.hp.com/ewfrf/wc/document?docname=c00818622&tmp_task=solveCategory&cc=uk&dlc=en&lc=en&product=3380544#N452
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