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Resolving Broadband Internet Connection Problems (Windows 8)

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This document applies to HP and Compaq computers with Windows 8.
This document contains solutions for most common broadband issues. Connection issues might result from poor line quality over the DSL phone line or coaxial cable line, bad cable connections (bent cables or pins), the Internet Service is experiencing problems, or software is missing or incorrectly configured.
Connection issues with a broadband connection can cause the following messages to be displayed in Windows 8 and Internet Explorer:
  • Internet Explorer cannot display the Web page.
  • Work Offline: No connection to the Internet is currently available.
  • Not connected: You are currently not connected to any networks.
This document can help resolve most of the issues that cause these messages.
NOTE: If you are not using the latest version of Windows 8, some graphics and information in this document may vary. You can get the latest version from the Microsoft Store.

Before beginning

Check the following items before troubleshooting a broadband connection issue, make sure that an account is setup with an Internet Service Provider (ISP). The ISP should have provided critical information and hardware needed to setup your account:
  • A hardware device, such as cable or DSL modem, is needed for wired access and might require ISP activation.
  • Your password if required by the ISP.
  • Any special software if required by the ISP.
  • If you are having trouble connecting to email or newsgroups, then get the necessary setup information from your ISP: email (SMTP and Pop3), newsgroup, encryption, or compression settings.

Troubleshooting broadband connection issues

Read and follow each step in order until a resolution to the issue is found.

Step 1: Reset the broadband device (such as modem or router)

  1. Press the power button to shut down your computer.
  2. Disconnect power to all broadband devices (such as the broadband modem, wireless router, or router/modem combination), and wait for the LED activity lights to turn off. Wait at least one minute.
  3. Reconnect the power to the modem and allow it to re-establish a connection to the ISP. If the modem has indicator lights, wait until the lights indicate a connection.
  4. If using a separate wireless router, reconnect the power to the router and allow it to re-establish the connections to the modem and other components.
  5. After the modem and router have finished making connections, turn on the computer.
  6. From the Start screen, type connect to a network to open the Search charm, and then select Connect to a Network from the search results.
    Figure 1: Search for connect to a network
    Image of search results for connect to a network
  7. If you can connect to the network, you are done.
    If you cannot connect to the network, continue with the next step.

Step 2: Check the cable connections

Perform the following steps to check the cable connections.
  1. Shut down the computer.
  2. Unplug all cables from the computer, except power, mouse, keyboard, and monitor. Note each cable connection location.
  3. Disconnect the cables used to connect the computer to the broadband device, and any cables used to connect the broadband device to the wall - network cables (RJ45), phone cables (RJ11 for DSL), coaxial (cable modems), USB, or other types.
  4. Look for bent or damaged pins on the cable ends and inside the connectors on the computer and the router or cable modem. Look for any hard bends or cuts in the cable itself. Repair or replace cables that show signs of damage.
  5. Connect the cable from the wall to the Cable/DSL modem or router. If you have a cable modem mode, this is usually a round coaxial cable. If you have DSL, then this is a phone cord - typically RJ11.
  6. Connect one network cable (RJ45) from the computer to the back of the Cable/DSL Modem or Router. Do not route cables next to speakers and do not loop cable excess. If possible, use a cable that is six feet long (1.83m) or less. Make sure you are connecting the correct type of cable from the router to the computer (see following Figure).
    NOTE: If you are using wireless, this can be configured later, after you have determined that the computer can connect to the Internet using a direct network cable connection.
    Figure 2: Cables that connect from the DSL or Cable modem to the PC
     Cables with call-outs.
    1 - RJ45 Network cable - Cat5/Cat6. Use this type of cable to connect the router/modem to the network port on the PC.
    2 - RJ11 telephone cable. Do not use this cable to connect to the PC.
    3 - 6 lead specialized phone cable. Do not use this type of cable.
    4 - USB cable. Many routers/modems can connect using USB. Use RJ45 network cable before using USB. Do NOT connect both a USB cable and network cable - only connect one.
  7. Turn on the computer and connect to the Internet. If the connection issue continues, go to the next step.

Step 3: Use Windows 8 diagnostic and troubleshooting tools

Windows 8 includes a network diagnostic tool and a network troubleshooter. Both tools help to identify network problems and provide possible solutions.
Windows 8 monitors the network and Internet connections. If it detects a problem, Windows 8 displays a message, and prompts you for permission to diagnose the problem. Click OK to allow Windows 8 to diagnose the problem and restore the connection.
To run the diagnostic tool manually, type repair network from the Start screen to open the Search charm, and then select Identify and repair network problems from the search results.
Figure 3: Search for repair network
Image of search results for repair network
The Windows 8 Network and Internet Troubleshooter tests the network for problems and automatically repairs the network connections if applicable. Use this tool to test and repair the connection:
  1. From the Start screen, type Control Panel to open the Search charm, and then select Control Panel in the Search results.
    Figure 4: Search for Control Panel
    Image of search results for Control Panel
  2. Click View network status and tasks .
    Figure 5: Control Panel
    Image of Control Panel
  3. Click Troubleshoot problems .
    Figure 6: Troubleshoot problems
    Image of Network and Sharing Center
    The Network and Internet Troubleshooter opens.
  4. Click Internet Connections .
    Figure 7: Network and Internet Troubleshooter
    Image of the Network and Internet Troubleshooter
  5. Click Next , and then follow the instructions to check for problems.
  6. If the problem is resolved, you are done.

Step 4: Reset the Web browser Internet settings

To prepare Windows for troubleshooting and to resolve most issues related to Internet browsing, reset Internet settings.
NOTE:These steps can be used to reset Internet Explorer settings. To reset settings for a different browser, check the Help for that browser.
Follow these steps to reset Internet Explorer settings:
  1. Close any open programs or windows.
  2. From the Start screen, type Internet Options to open the Search charm, and then select Internet Options in the Search results.
    Figure 8: Search for Internet Options
    Image of search results for Internet Options
  3. Click the Advanced tab, and then click the Reset button.
    Figure 9: Reset button on the Advanced tab of Internet Properties
    Reset button on the Advanced tab of Internet Properties
  4. If prompted, click OK and then close all other windows and programs.
  5. Read the information on the screen, select Delete personal settings box, and then click Reset .
    Figure 10: Reset Internet Explorer Settings
    Reset Internet Explorer Settings window
  6. When the settings have been reset, click Close .
  7. Try connecting to the Internet. If the issue still exists, continue to the next step.

Step 5: Reinstall the network adapter software in Device Manager

There might be an issue with the network adapter. Follow these steps to reinstall the network adapter in Device Manager:
  1. From the Start screen, type Device Manager to open the Search charm, and then select Device Manager in the Search results.
    Figure 11: Search for Device Manager
    Image of search results for Device Manager
  2. Double-click the Network adapters category.
    Figure 12: Network adapters
    Image of Device Manager window showing Network adapters expanded
  3. Right-click the name of the Network Adapter and select Uninstall .
  4. On the Confirm Device Uninstall window, click OK .
  5. When the network adapter software have been uninstalled, restart the computer. The computer will reinstall the device driver software.
  6. After the computer restarts and completes the installation of the device driver software, try connecting to the Internet. If the issue still exists, continue to the next step.

Step 6: Update the network drivers from the HP Web site

From another computer that has Internet access, check the HP Web site for network drivers for your product. If one is available, download and install the latest update for the network hardware that you use. Use the following steps:
  1. If you are presented with a page to enter your model number, enter your model number. For example, Pavilion p6230f.
  2. Select the version of Windows the computer is using.
  3. Click the Driver - Network link.
  4. Select the network or modem driver update. For example, Realtek RTL8139 LAN Driver Update.
  5. Follow the instruction on the download page to download the driver and install it onto a CD or other external storage media.
  6. Install the driver on the computer experiencing the problem.
  7. When done, restart the computer and connect to the Internet again. If the issue persists, continue to the next step.

Step 7: Contact the Internet Service Provider

If the computer is still having issues connecting to the Internet and the network test passes, it is possible that the service is down or the Internet connection software provided by the ISP is not configured correctly. Call the support phone number for the ISP for help with configuring the settings in Windows and the ISP software. Be sure to provide the ISP with the information from the network diagnostics utility.

Step 8: Reset IP protocol settings

Use the following steps to reset the network settings:
NOTE:If you have received settings and troubleshooting procedures from your ISP, use those instructions instead of the steps in this section.
Follow these steps to use Command Prompt to reset the settings:
  1. From the Start screen, type Command Prompt to open the Search charm, and then select Command Prompt in the Search results.
    Figure 13: Search for Command Prompt
    Image of search results for Command Prompt
  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 the Enter key.
  5. Close the Command window.
    If the computer still cannot connect to the Internet, continue using the following steps.
Follow these steps to use the Network and Sharing Center to reset the settings:
  1. From the Start screen, type Control Panel to open the Search charm, and then select Control Panel in the Search results.
    Figure 14: Search for Control Panel
    Image of search results for Control Panel
  2. Click View network status and tasks .
    Figure 15: Control Panel
    Image of Control Panel
  3. Next to Connection, click Ethernet .
    Figure 16: Network and Sharing Center
    Image of Network and Sharing Center
    The Ethernet Status window opens.
    Figure 17: Ethernet Status
    Image of Ethernet Status window
  4. Click Properties .
    If prompted, allow the action to proceed. The Ethernet Properties window opens.
    Figure 18: Ethernet Properties
    Image of Ethernet Properties window
  5. Scroll down, select Internet Protocol Version 4 , and click Properties .
    NOTE:Do not remove the check mark next to the Internet Protocol (TCP/IP) reference while selecting it.
  6. Select Obtain an IP address automatically and Obtain DNS server address automatically (if they are not already selected).
    Figure 19: TCP/IPv4 Properties
    Image of TCP/IPv4 Properties window
  7. Click OK to close the TCP/IP Settings window.
  8. Restart the computer and try connecting to the internet again.

Step 9: Use Microsoft System Restore

Use Microsoft System Restore to go back to a time when the Internet connection was working properly. For more information, see Using Microsoft System Restore in Windows 8 .
When you have restored your computer, try connecting to the Internet again. If the issue persists, continue to the next step.

Step 10: Use HP System Recovery

Save all your important files and use HP System Recovery to reset the software on your computer back to its original condition. For more information, see Performing an HP System Recovery (Windows 8) .

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