Knowledgebase : User Guidelines
5 Tips to Troubleshoot Your Internet Connection
Posted by Administrator on 13 March 2017 11:15 pm

Whether it's one PC or many, the rules and techniques for troubleshooting Internet problems are basically the same. All it takes is some patience and a bit of common sense. I'll highlight the basic steps to take the next time your small business network fails to connect to the Internet.

1. Can You Ping It?

Try performing a Ping test to see if you can connect to the outside world. There are several free Ping utilities available, but the easiest way to ping a website using Windows is to open a command prompt and type "Ping" followed by the IP address of the site you want to ping. If you don't know the IP address, you can type the full address. For example, to ping Google, type Ping This sends small data packets to the target site out and measures how fast your connection is in milliseconds. If the test is successful, you'll see timed results. If it continuously fails, try pinging several sites. Keep in mind that not all websites accept pings. If you still can't get results, you might have a problem with your modem or router, or the problem might be on your service provider's end.

Tips for Troubleshooting Your Internet Connection
2. Are You Getting Power?

If you can't connect to the Internet at all, take a look at your router's LED status indicators. If there are no lights at all, the router is probably unplugged or powered down. Disconnect the power cord and reconnect it after a minute or two. Make sure that the Power switch is in the On position. If the router still isn't powering up, you may have a failed power adapter, a faulty power strip, or a fried router. If you have cable or DSL, you should also check that your modem is getting power.
LED Status Indicators
3. Check Your Status

If you have a modem and a router, make sure they are both functioning properly. Check your modem first to see if its power LED is lit. Also check your Link or Online LED and any activity LEDs. If there is no power or LED activity, turn the modem and router off and wait several minutes before restarting. Wait until the modem comes back online before restarting the router. If your router's power LED is lit, check the Internet or WAN indicator. On most routers, this should be green and may be flashing. If your router doesn't have status indicators, look around back to see if the Ethernet port lights are flashing. If there is no activity, turn the router off. Unplug and reconnect each cable, making sure each cable is seated correctly in the appropriate port. Wait a few minutes before rebooting the router.



4. Restart Your PC and Router

It might sound like the obvious starting point, but you'd be surprised how many people don't try this before sounding the alarm. Yet a simple reboot can actually resolve many of the everyday issues you run into, including a flaky network connection.

Shut down all of the relevant hardware, which includes the PC, the router and the ISP's modem. In some cases the router and modem are integrated into a single unit. And obviously if none of the other PCs in your environment are having this issue you don't need to reset the modem and router, but always try rebooting the computer.

Once you shut down everything, wait at least 5 minutes and restart the devices in this order:

The ISP's modem. Then wait 3 - 5 minutes.
Next restart the router. Again, wait 3 - 5 minutes.
Finally restart your PC, and try to get online.

5. Isolate the Network Problem

Isolating the problem is not just saying, "I can't get onto the Internet." That's just a symptom or a result of the problem. To resolve it, we need to discover the cause of the problem. How do we do that? Like a good detective, we investigate and ask questions.

For instance, is your machine the only one having the problem, or is it all of the PCs on the network? If it's just your machine then it's probably not the Internet connection itself, but a problem exclusive to your system. On the other hand, if the problem is affecting multiple PCs, then you need to look for other factors, such as how those machines are connected to the Internet. Are they using a wired or wireless connection?

If they all use a wireless connection, then it could be a problem with the access point. If instead they all use a wired connection, then it might be a problem with the switch. If both the wired and wireless PCs are affected, then it could be a problem with the router or the ISP.

In some cases the problem might occur using Internet Explorer, but not when using Google Chrome. This could indicate a problem with the Internet Explorer application itself. In other cases you might not be able to browse the Web, but you can still get email. That would indicate that your Internet connection is fine, but something is blocking HTTP data traveling over port 80, but not email traveling over port 25. This might lead me to suspect a firewall issue or possible virus or malware infection. Once you identify the potential problem area, you can begin troubleshooting.

If everything fails, call the support staff and log your problem with them. That’s all you can do!