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Compaq Presario CQ5810 Desktop PC support

Basic TCP/IP Troubleshooting (Windows 7 and Windows Vista)

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This document applies to HP and Compaq Desktop computers with Windows 7 or Windows Vista.
This document provides steps for testing basic TCP/IP functionality for a network adapter or network interface card (NIC).

Step 1: Verifying that TCP/IP is installed

  1. Click Start , and enter command into the Search field. Click Command Prompt.
    Opening Command Prompt from the Start menu
  2. At the command prompt, enter the following: ping 127.0.0.1, and then press Enter.
    This command is referred to as the Ping Command or Loopback Address. It is a reserved address and is used just for TCP/IP troubleshooting.
  3. If you get the following (or similar) response, the network adapter is functioning properly. Continue with the next step.
    Pinging 127.0.0.1 with 32 bytes of data:
    Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
    Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
    Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
    Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
    Ping statistics for 127.0.0.1:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum = oms, Average = 0ms
    Figure 1: Command Prompt
    Command Prompt
    If you the Ping Command times out or Packets are lost, TCP/IP is not properly installed.

Step 2: Verifying TCP/IP is shown in the list of protocols

If the response generated to the ping or Loopback address is different than the one shown in the Verify TCP/IP Installation section, verify that TCP/IP has been installed and is bound to the adapter. Use the steps below, depending on your version of Windows, to verify that the network hardware is bound to the protocol:
  1. Click Start , Control Panel, Network and Internet, and then click Network and Sharing Center.
  2. Click Change adapter settings.
    Figure 2: Network and Sharing Center
    Network and Sharing Center
  3. Right-click the name of the LAN connection, and select Properties.
    If you are prompted for an Administrator password or confirmation, type the password or provide confirmation.
    Figure 3: LAN connection
    LAN connection
  4. Place a check in the boxes next to Internet Protocol Version 6 (TCP/IPv6) and Internet Protocol Version 4 (TCP/IPv4), if not checked already.
    Figure 4: Local Area Connection Properties
    Local Area Connection Properties
  5. Click OK when done.
  6. If you still experience issues, continue using these steps.

Step 3: Verifying the computer sees connectivity information correctly

Perform the following steps check the network connectivity:
  1. Click Start , and enter command into the Search field. Click Command Prompt.
  2. At the command prompt, enter the following: ipconfig, and then press Enter.
  3. Write down the IPv4 Address for use in Step 4. The last three numbers should not end with zero.
  4. Check the Subnet Mask. The subnet mask usually starts with 255. If the subnet mask shows all zeros, then something is wrong.
  5. Write down the Default Gateway for use in Step 5. If this field shows all zeros, something is probably wrong with the connection or settings.

Step 4: Ping the IP address

Use the ping command to ping your computer's IP Address - the IPv4 Address you wrote down in Step 3.
  • If ping is successful, TCP/IP is properly configured on your computer. The problem exists on the network (not in the software configuration). Continue using these steps to try to find the network device that is preventing network requests from completing.
  • If ping is not successful, your network adapter is not properly configured for TCP/IP in the operating system. Uninstall and reinstall the network adapter through Device Manager:
    1. Click Start , and enter Device Manager into the Search field. Click Device Manager.
      Figure 5: Opening Device Manager
      Opening Device Manager through the Search field
    2. Double-click Network adapters.
    3. Right-click the name of the adapter, and then click Uninstall.
      Figure 6: Uninstall Network adapter
      Image of Device Manager
    4. Click OK.
    5. Restart the computer. Windows reinstalls the network adapter.

Step 5: Ping the default gateway

Use the ping command to ping the Default Gateway (supplied by your router/modem) you wrote down in Step 3.
  • If ping is successful, the problem is likely with your Internet Service Provider (ISP).
  • If ping is not successful, problem is likely the connection between the computer and the router. Reset the router and check the connections.
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