HP Pavilion Media Center TV m8100y CTO Desktop PC Troubleshooting

Resolving Broadband Internet Connection Problems (Windows Vista)

This document applies to HP and Compaq desktop computers with Window Vista.

This document contains solutions for most common broadband problems. Connection problems 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 problems with a broadband connection cause the following messages to appear in Windows Vista 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. Read and respond to each step until a resolution to the problem is found.

Before you begin

Check the following items before troubleshooting a broadband connection problem:

Get addition cables that match the cables you are using to connect the broadband device to the computer and wall outlet.

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. May 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.

Step 1: Testing Internet Explorer without Add-ons

Determine if external programs or add-ons is causing problems. Open Internet Explorer without add-ons to test:

Click Start , type add in the Search box, and then click Internet Explorer (No Add-ons) .
Figure 1: Start menu showing Internet Explorer (No Add-ons) link
Internet Explorer displays a page stating "Internet Explorer is currently running without add-ons".
Type www.hp.com into the address bar at the top of the Internet Explorer window, and press Enter .
Do one of the following things depending on what displays in the Internet Explorer window:
If Internet Explorer opens and displays a Web page , the computer is connected to the Internet and one or more add-ons is likely causing a problem. To fix this problem you may need to scan and remove spyware programs, and uninstall any recently installed adware or browser add-ins. For more help and information, see Resolving Internet Explorer Issues and About Spyware, Adware, and Browser Hijacking Software .
If Internet Explorer cannot display a Web page or the computer attempts to dial a connection , this indicates a broadband connection problem exists. Continue using the steps in this document.

Step 2: Reset the Internet settings

To prepare Windows for troubleshooting and to resolve most problems related to Internet browsing, reset the Internet settings as follows:

Close any open Internet Explorer windows.
Click Start , Control Panel , Network and Internet , and then click Internet Options .
An Internet Properties window opens.
Click the Advanced tab, and then click the Reset button.
Figure 2: Reset button on the Advanced tab of Internet Properties
A Reset Internet Explorer Settings window opens.
Read the information on the screen and click the Reset button in the new window.
Figure 3: Reset Internet Explorer Settings
After Windows resets the Internet Explorer setting, click Close .
Try connecting to the Internet. If the problem still exists, continue to the next step.

Step 3: Check the cable connections and reset the broadband device

Perform the following steps to check the cable connections and prepare for a hardware reset.

Shut down the computer.
Unplug all cables from the computer, except for the power, mouse, keyboard, and monitor. Note where each cable connects.
Disconnect power to the router, cable modem, or router/modem combination, and wait for the LED activity on the device to stop.
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.
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 with problems.
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.
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.
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 4: Cables that connect from the DSL or Cable modem to the PC
1 - RJ45 Network cable - Cat5/Cat6. Use this type of cable to connect the router/modem to the network port on the computer.
2 - RJ11 telephone cable. Do not use this cable to connect to the computer.
3 - Six 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 - connect only one.
Wait until the lights on the device settle into a normal blinking pattern or stop blinking. This should take about 10 to 30 seconds. If the lights blink in a strange pattern or several lights are inactive (not lit), this might indicate a problem with the Internet service. See the manual for the broadband device to determine the meaning of the lights and contact your ISP if there is a problem.
When the lights on the broadband device settle into a normal pattern or remain lit, turn on the computer.
Wait until Windows fully opens to the desktop and then connect to the Internet. If the connection problem continues, go to the next step.

Step 4: Test and repair the network connection

Windows Vista has a Windows Diagnostic Network tool that tests the network for problems and automatically repairs the software connections if applicable. Use this tool to test and repair the connection as follows:

Click Start , and then click Control Panel.
Under Network and Internet, click View network status and tasks .
The Network and Sharing Center opens.
Figure 5: Network and Internet
View the network information to check if the connection to the network and to the Internet is active.
Figure 6: Network and Sharing Center
Click Diagnose and repair . The Network and Internet Troubleshooter opens.
Figure 7: Network Diagnostics
Follow the instructions in the Network and Internet Troubleshooter to check for issues that could prevent you from connecting to the Internet.
Try connecting to the Internet. If the problem still exists, click Network Adapter in the Network and Internet Troubleshooter to check for problems with network hardware.
Try connecting to the Internet. If the problem still exists, continue to the next step.

Step 5: Uninstalling and reinstalling the network adapter software

There may be an issue with the network adapter. Follow these steps to check the status of the network adapter in Device Manager:

Click Start , and type Device Manager into the Search box. Click Device Manager . If necessary, click Continue on the User Account Control window to proceed.
Figure 8: Opening Device Manager
Double-click (+ ) next to the Network adapters category.
Figure 9: Opening the Network Adapters
Right-click the name of the Network Adapter and select Uninstall .
Figure 10: Uninstalling the network adapter
On the Confirm Device Uninstall window, click OK .
Figure 11: Confirming the uninstall
When the network adapter software have been uninstalled, restart the computer.
After the computer restarts and completes the installation of the device driver software, try connecting to the Internet. If the problem still exists, continue to the next step.

Step 6: Update the network drivers

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:

Go to the HP Software download page .
If you are presented with a page requesting your model number, type your model number in the box. For example, Pavilion p6230f or TouchSmart 600-1050uk.
Select the version of Windows the computer is using.
Click the Driver - Network link.
Select the network or modem driver update. For example, Realtek RTL8139 LAN Driver Update.
Follow the instruction on the download page to download the driver and install it onto a CD or other external storage media.
When done, restart the computer and connect to the Internet again. If the problem 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: 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 Vista .

When you have restored your computer, try connecting to the Internet again and go to www.hp.com. If the problem persists, continue to the next step.

Step 9: Use HP System Recovery

Save all your important files and use HP System Recovery to reset the software on your computer back to it's original condition. For more information, see Performing an HP System Recovery in Windows Vista .

When you have restored your computer, try connecting to the Internet again and go to www.hp.com. If the problem persists, a hardware malfunction might the cause. Use HP Hardware Diagnostics to check the network hardware for possible problems. If no problems are found, contact the ISP or manufacturer of the modem or router to find out if the modem or router is faulty.