Saturday, March 10, 2012

Troubleshooting Internet Problems – Multiple Devices on your Network do not have Internet (Part 2)

This is a continuation of the first post on troubleshooting internet problems: http://www.computer-skills.info/2012/03/troubleshooting-internet-problems-part.html.

In the first post I covered some basics on troubleshooting some of the common problems that can happen to your internet connection. In this post we are going to attempt to actually fix the problem. This post is going to assume that the problem does not lie with your computer and instead lies with your router or other device. If multiple devices on your network are not working, this is usually a good indication that something is wrong at a higher level than your computer. More specifically your router or any other networking equipment you may have. By the way this does not apply to dialup users! If you have dialup and are having internet connection trouble, the problem has to lie within the computer.

There are several things that can possibly go wrong in this area and I am going to start with one at a time, starting with the router, then the DSL/Cable modem, and finally a device on the network that may be interfering. By the way, at each you should still be checking to make sure all devices are still without internet.

  1. The very first and most likely candidate is the router. Again I like shortcuts so we are going to start with the easiest fix, and this probably is what your ISP is going to recommend as well. Reboot the router, depending on your router, you can either toggle the power switch or pull the plug. Leave the router off for at least 30 seconds before plugging it back in. Wait for it to fully boot up before trying the internet. Usually when all the lights stop flashing then the router is online. This is a fairly common problem and usually fixes most connection issues.
  2. If that does not fix the problem, try rebooting the modem as well; by the way this does not apply if you have an all in one router modem combo unit. The proper sequence for this should be to shut both the modem and router off and wait 30 seconds. First plug the modem back in and wait for the modem start functioning, this may take some time. Once the modem is back online, then you can start router and try the internet again.
  3. If that still does not fix the problem, try rebooting the computer/s as well. This will refresh the connections between the router and computer and possibly correct any IP settings that may be causing problems.
  4. Still does not fix the problem? Try plugging your modem directly into a computer, depending on your modem this may or may not work, also reboot both devices after making the connection. If your modem provides your computer with an internet connection then the problem lies somewhere within the router. By the way if none of the further troubleshooting tips help then it is possible your router is bad and you will need a new router.
  5. Assuming the router is at fault yet, you should check the setting on your router to ensure it can connect to the internet. You will have to get with your ISP as to what the settings need to be. I have seen power outages/surges cause routers to lose all their settings, which obviously means it cannot connect to the internet. For a Linksys router all the internet connection settings are on the very first page when you log in, also you can go to the Administration tab, and then go to the Diagnostics sub tab. Here you can perform a Ping test directly from the router.clip_image002
  6. Still no luck? As a final test shutdown everything (and I mean everything!) on your network; modems, routers, switches, computers, laptops, printers, iPads, and anything else! Start by turning on the modem, wait tell it is online; then turn on the router, wait tell it is online. Once the modem and router is online, then turn on one computer or laptop; make sure that it is a device that connects directly into the router – do not use a wireless device. If the computer has internet; then it is possible a device on your network is interfering; continue to turn devices on/plug devices into the network until either all devices work or until one device causes a problem.

Hopefully at this point your connection problem has been resolved or you have determined that a device on your network is causing problems.

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