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Troubleshooting your Internet connection

Troubleshooting | Resetting the Router | Firewall Issues
Security Software Issues | Terminology

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If You Can't Access the Web

This page assumes that your Internet was working at an earlier point.

If you are setting it up for the first time, the steps listed below were not designed with that purpose in mind. You need to follow the instructions that came with your router or modem. There is help. See Setting Up Your Network.

I've included a series of definitions for the terminology used on this page.

Unless the problem is directly related to your computer or device (smartphone, tablet, WiFi printer, virtual assistant, Smart Home appliance, etc.) then it will involve either your own network or one that is further along the chain.

I'm going to use the terms computer and device interchangeably. All that differs is how they are configured to connect to the Internet.

Reboot the Device

The first step should be rebooting (restarting) your computer or device to see if that fixes the problem. You'd be surprised how often that simple step resolves issues.

You can also check to see if other devices connected to your network are also unable to reach reliable websites like Google.

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Troubleshooting Access Problems

If There is No Internet Access

The following steps assume there is NO Internet access. Specific websites and ISPs can have outages that have nothing to do with your computer or its settings.

Troubleshooting Steps

If other device can connect and restarting your computer or device doesn't work, you'll have to check out each potential problem area to see if it restores access.

Try the following series of steps, in order, to see if this fixes your problem. You can stop when you resolve the issue(s) you are having.

1. Check the network settings to see if you have Internet access.
2. Check for changes to proxy settings.
3. Check the network cables if your computer is wired to the router.
4. Reset your router.
5. Check your firewall or security software. There are specific troubleshooting steps for ZoneAlarm issues.
6. Check your browser access issues or email problems.

The next few sections will expand these steps into a series of instructions and may vary from your configuration.

Check the Network Settings

Check the network connection on your computer. This connects other computers in your network as well as providing access to the Internet via your ISP.

Depending upon your operating system and your settings, there may be a network icon at the top or bottom of the screen or it may be hidden.

Your Internet connection can include either or both wired and wireless connections (see terminology).

Ensure that your network adapter is not turned off.

Whichever you're using, there is likely a router involved, whether it is your home network or a public network such as at a coffee shop or a business network, or a community wireless network).

If you're not using your own network, you'll need to speak to the person responsible for that network for details on how to fix any issues.

Wireless Settings

If you're connected wirelessly you'll see a listing of available wireless networks. The wireless network you're currently logged into (if any) should be indicated. Most networks are protected by a security protocol and a password.

• You'll need to verify that your connection is strong enough and that the settings don't indicate any problems.
• If you're having difficulties connecting or if there is a problem with the connection, you'll need to diagnose it.
• If you don't control the network, you'll need to ask for the password and may need additional help diagnosing the problems.
• Some public networks are heavily used and can be very slow even when everything is working fine.

Wired Settings

If you're connected via CAT5 or CAT6 network cables, you should check the following:

• Check the cables to ensure that they aren't unplugged or damaged.
• Be sure that the network adapter isn't disabled.
• You may need to reset the router then reboot your computer.

Network Settings by Operating System

The following are specific to each operating system. If you're isn't listed, look for your computer or device documentation.

Windows 10

Windows 10 has changed the way that these settings work over time, so you may see something different than what is indicated here.

Windows 10's network icon is on the right side of the taskbar in its default configuration. The icon changes from a globe to a computer to a WiFi icon depending upon your connection and its status.

Click the network icon to see the status of your Internet connection(s) and to connect to listed WiFi networks. Look for the word “connected” for both LAN and WLAN connections to ensure they are working correctly.

Clicking on Network & Internet settings then Status displays a diagram of your network status:

There should be solid lines between your computer, the network and the Internet as shown above (a private LAN connection — yours could display different icons).

Through the various settings you can make changes to your network settings you can:

• label the network a metered connection if you have a limited data plan;
• change Ethernet (wired) or WLAN (wireless) settings;
• change access the Network and Sharing Center;
• enable or disable a proxy; and
• add or modify a VPN*.

*A VPN may disable your connection to the Internet if it is disconnected (a security measure to protect your privacy). Reconnecting or turning off the VPN should resolve any issues.

Mac

Open the Network Preferences from the WLAN icon or look in the Systems Preferences to see your network connections. You may have active connections for Ethernet (LAN) and/or WiFi (WLAN).

If everything is normal, you should see “connected” indicated in the appropriate location(s).

If not, click on Assist Me at the bottom then Diagnostics on the dialogue box that appears. Follow the instructions for the connection that is having problems.

Linux

These instructions are based upon Linux Mint.

There are two areas dealing with your network connections:

1. under Administration (Network: configure network devices and connections); and
2. under Preferences (Network Connections: manage and change your network connection settings).

You'll need to unlock the Network Settings with the Administrator password to make changes.

• Tips to troubleshoot your Internet connection.
• How to solve Linux Internet problems.
• How to fix your Internet connection in Ubuntu Linux (Mint is based upon Ubuntu).

More advanced or adventurous users can try using network commands to troubleshoot your network:

• 13 Linux network configuration and troubleshooting commands.
• Linux network commands used in network troubleshooting.

iOS or Android

Mobile devices can connect via both wireless networks and cellular networks (smartphones and cellular-capable tablets). At least one must be enabled and have access to an available network to use the Internet.

• Look under setting for the WiFi and cellular (where available) settings.
• Ensure that WiFi or cellular is enabled.
• Ensure that airplane mode is NOT on.
• Ensure that Do Not Disturb is NOT enabled.

Check the Proxy Settings

Most users should not touch the proxy settings, leaving them at the default which is System Settings. Changing the proxy settings can disable Internet access and is something that malware and other malicious programs do to maintain control of your computer.

Browser Proxy Settings

Each browser has proxy settings but most users should leave these settings alone.

System Proxy Settings

If you're in an office where your computer is provided by your employer you'll want to verify the settings with whoever is responsible for the network.

Be Wary of Malicious Proxy Changes

It is generally not recommended that users change these, but it is possible your Internet connection isn't working because something else changed the proxy settings such as malware or a program installed by a scammer (more here…).

• Windows users will find these in the Network & Internet settings. Click on the Proxy tab. Only Automatically detect settings should be checked. Uncheck Use a proxy server then verify that you have Internet access.
• Mac users will find these in the in the System Preferences. Click on Network then Advanced and choose the Proxies tab. Normally none of the options should be checked other than Use Passive FTP Mode at the bottom. My computer also has *local, 169.254/16 under Bypass proxy settings for these Hosts & Domains.
• Linux users will find these settings in the Network Proxy Preferences (click on Preferences then Network Proxy). The default should be Direct internet connection.

Check the Cables

The troubleshooter may prompt you to check the router settings, but first you'll need to ensure that the network cables are firmly attached and that your modem is connected to either the cable outlet or the phone line (depending upon which ISP's service you're using) and that the cables are not damaged.

• Check the connections at both ends of all the wires. This may sound silly, but things get pulled or simply break.
• Check the connection to the cable jack or phone line as well as the CAT5 or CAT6 network cables between the modem and/or router as well as the computers.
• On most systems there should be a green LED lit if the network cable connection is working.

Try replacing the cables. If the connector retainer (a small, springy plastic that holds the cable firmly in place) is broken or has lost its ability to retain a firm connection then the connection may be weak or intermittent.

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Resetting the Router

If instructed by the network troubleshooter (or if you've completed the steps above) you'll need to ensure that the problem isn't with your router.

Recycling Power to Your Router

Start by recycling the power to your router (and modem if they are separate):

1. Turn off the power to the modem (then the router), and wait for two minutes.
2. Turn the modem on and wait for the lights to settle (you should see a steady light on the modem) then turn on the router.
3. Wait at least 30 seconds.
4. Turn your computer on.

This process will force a new IP lease from your ISP and everything should now work.

Recycling the power is necessary because many ISPs (Shaw, Rogers, Telus, etc.) use dynamic IP addresses and they disable them every so often. This results in poor connectivity or none at all until you reset the router.

Try Without the Router

This will only work if your router and modem are physically separate.

If recycling the power to your router didn't resolve connection issues, you can try to run directly from your modem (i.e., connect without the router).

If you regain access to the Internet using only your modem, try to run it with the router again. If that fails, proceed to the next step in resetting and setting up your router.

Resetting Your Router

If you continue to have problems, you should try resetting the router.

• Factory settings are the defaults that came with your router. Resetting your router will remove any customized settings.
• Make a note of any existing settings before resetting your router (if possible). Many provide a method of saving settings to your computer.
• Most have a recessed reset button. To restore factory settings, hold down the button for a minute or two with the tip of a ball point pen or paper clip.

Configuring the Router

You will then have to configure your router to set up your network and connect to your ISP.

• Ensure that your computer is connected to the router with a network cable during the setup process.
• Never alter your router settings while connected through a wireless connection — you will lose access to the router when it reboots during the setup process.

You may wish to have some professional help to ensure you retain the maximum security and correct settings for your network.

At the very least you should read the manual provided with your router so you understand the process and what each of the settings will change.

• You can obtain the instructions for your particular router from the manufacturer's website or from the documentation that came with your router.
• Never retain default settings as this compromises your network security.
• Change the default settings (especially the password) to protect your network from malicious attacks.

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Firewall Issues

Programs that are unable to access the Internet may be a result of a misconfigured firewall setting.

• Firewalls can stop programs from accessing the Internet. Sometimes you may not know that a firewall is running or it may be misconfigured.
• You're better running a firewall integrated with your security software to avoid conflicts or holes in your protection.
• Running more than one firewall can create conflicts that can allow malicious software to get past your security because the actions of security software often look malicious to another security program.
• Security software designed for Windows deals with the Windows firewall.

If you continue to have problems connecting to the Internet, check the firewall for issues. Be sure that software is not misconfigured.

I'm assuming that you've tried resetting your router then rebooting your computer before looking at this section.

The firewall's job is to protect your computer from unauthorized access.

If there is a problem with the firewall settings, then your Internet connection may not be working or the firewall may not be protecting your computer from threats on the Internet.

You should be using both security software suite that includes a firewall in addition to a router (hardware firewall).

• Recommended security software.
• Free security software.
• More about firewalls.

While some decent free security software, a paid version will generally provide better protection against a multifaceted attack.

Software with Access Issues

If the access issue is with a specific piece of software (i.e., everything else has Internet access) then the challenge is figuring out why.

The most likely culprit is a firewall setting that prevents access.

Most access issues are with browsers and email programs but can involve other programs.

Check your software documentation or the manufacturer's website for details on how to troubleshoot your particular program.

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Check the Security Software

This section refers to ZoneAlarm as an example.

Your security software may operate differently but you should be able to duplicate the following steps.

Check your software settings and any logs to see if a particular program is blocked or if all Internet access is disabled.

Your product manual or the company's website should give you more information.

Avoid Multiple Security Programs

Do NOT run multiple security programs.

If you have more than one antivirus program running at the same time–or more than one firewall–you're asking for trouble.

 

Two such programs, trying to do the same thing at the same time, will slow down your system. Worse, they can cause conflicts.
— PCWorld

Incorrect Settings Block Access

ZoneAlarm includes a firewall which is designed to protect you from unwanted and dangerous traffic to and from the Internet.

If you have not configured it properly, your Internet service might not work or a particular program may not have access.

Recent versions of ZoneAlarm are much easier to configure and require less hands-on management.

Test Using Another Device

Before proceeding, try testing the connection using another computer or mobile device that you know is working.

If that device has access, you know the issue is not your Internet service.

Reinstalling ZoneAlarm

If ZoneAlarm is incorrectly installed or misconfigured (or not running at all), uninstall then reinstall it.

Uninstalling ZoneAlarm should remove any corrupted settings.

See Uninstalling ZoneAlarm for instructions.

If you have manually deleted portions of the program you may have to reinstall ZoneAlarm before you're able to uninstall it.

Testing Without ZoneAlarm

Reboot then briefly test to see is your Internet connection is restored before reinstalling ZoneAlarm.

• Remember, without security software, your computer and data are vulnerable.
• Test by loading a safe site with your browser.
• If that works, verify with other programs that were unable to connect.
• Break your connection as soon as you're able to verify connection status.

Do not reinstall ZoneAlarm until you've resolved all problems with access.

If your connection is working, reinstall ZoneAlarm using the most current version.

• Be sure to download and install the same version. The licence for one product won't work on any other.
• You may need to do a clean install to remove any corrupt settings.

Testing with ZoneAlarm

Once you've reinstalled your ZoneAlarm product, repeat the access test to ensure everything is working correctly.

Hardware or ISP Issues

If your tests without ZoneAlarm installed didn't restore access you need to look elsewhere for a solution.

If you have followed the steps to this point and you still have a problem, you'll need to call your ISP to verify service or to repair the issue.

Testing Elsewhere (with ZoneAlarm)

You can take your computer to another location where you know the Internet is working (reinstall your security software first).

If your computer has no issues with Internet access, the issue is probably with your Internet service (or possibly the modem or router hardware involved).

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Basic Network Terminology

You might wish to review basic computer terminology (including additional Internet terminology) and Windows terminology to better understand how they are involved in connecting to the Internet.

Networks

A network is a collection of computers and devices that are connected together, allowing them to share information.

• A local network refers to the network served by a single router in a specific location.
• The Internet is a world-wide network.

The Internet is a network that spans the globe. Most people connect to the Internet either via their home or work network (router) or via a free wireless service provide by a coffee shop or community broadband service or via their cellular provider.

• ISP refers to the company that provides you with access to the Internet (Shaw, Telus, Bell, etc.).
• An IP address is usually represented with a numeric series of numbers separated with dots (e.g., 192.168.1.1). Every device on your local network (and on the Internet) has an IP address. For most users an IP address is leased (i.e., not permanent).
• A domain is the main address of a website (e.g., google.ca). There are also subsets of domains such as sites hosted on WordPress or Blogger (e.g., russ-rants.blogspot.com). A Domain Name Service (DNS) converts the domain name into the IP address that is the actual physical address on the Internet.

Connection Protocols

The following describes the common methods used in connecting to a network, including the Internet.

• A Local Area Network (LAN)is wired connection to a common router.
• A Wireless Local Area Network (WLAN) is a wireless connection to a router.
• A cellular network is a wireless connection to a cellular service (Rogers, Bell, Telus, Fido, etc.) rather than via an ISP.

Hardware

The following describes the hardware involved in connecting to a network.

• A router combines the splitting power of a network hub with the ability to protect you with a hardware firewall. Most current routers include both wired (LAN) and wireless (WLAN) connections.
• A network adapter connects your computer to the network and can be LAN or WLAN adapters (laptops often have both).
• A modem can generally refer to either cable or ADSL modems that connect you to the Internet. Most current modems provided by your ISP are combined with a built-in router.
• Dial-up modems are mostly obsolete but were once the primary method of connecting to the Internet.

Software

These are the basic programs used to view content on the Internet:

• A (web) browser is a program used to view web pages on the Internet. Examples are Firefox and Google Chrome. Choose your browser carefully.
• A email client is a program used to send and receive emails and to display them. Examples are Thunderbird and Outlook.
• Webmail is an online service that allows your to view your emails via a web browser. Examples are Gmail and Shaw Webmail.
• A FTP client is a program used to upload websites to the server where they can be viewed on the Internet. Examples are WS-FTP and FileZilla.
• An app is a specialized program used to view content from a specific source. Apple, Microsoft and Google have app stores that provide applications for their various operating systems.

Issues with Slow Internet Access

If you have Internet access but it seems that your service is slow:

• SpeedCheck can test how fast your Internet access is and provide some solutions for resolving issues.
• In some cases, an ISP like Shaw may be delivering full speed Internet into your neighbourhood, but high-volume users may be sapping the bulk of the available bandwidth.

The problem may also be with your computer or device. Older computers contain older, less capable hardware and software. If the device's storage capacity is maxed out it can create issues with how well you can connect with the Internet.

No Internet Access?

If you have no Internet access a series of troubleshooting steps will help to determine where the breakdown is and how to resolve the problem.

Basic Troubleshooting

When your Internet service is disrupted, there can be many things that have gone wrong. The best way to start is to determine if everything is broken (i.e., you can't access any websites or Internet services) or if the difficulty is only with a certain program or a specific website is not responding.

• Complete Internet Repair is a free, open source tool to repair internet connections and get you up and running in no time.

If Access is Limited

If you are able to view certain sites, but not others, it is possible that one or more specific sites are down. Sites go dead for a variety of reasons and the issue may be temporary or permanent.

If you see a 404 error (“page not found”), it means that the site is up but the page you requested is not available. This is not an issue with your Internet connection.

• Go to Is It Up? and enter the domain of the site you're looking for.
• Is It Up? will check to see if they can connect.
• If Is It Up? can connect to the site and you still can't, the issue is either with you or your ISP's connection.

Regional Outages

If you are able to view local content but cannot see sites hosted across the country or elsewhere, there could be a blockage in the Internet grid (a regional outage).

• Have a look at The Internet Traffic Report which monitors the flow of data around the world. You can view data for specific cities, helping to pinpoint potential problems.
• These are issues with the Internet itself and there is little you can do but wait it out.

Issues with Specific Programs

If only some of your programs are working, try the following:

• If your email works fine but your problem appears to be related only to your web browser, have a look at Browser Problems.
• If you can surf the Web okay, but you have difficulty sending or receiving email, have a look at Email Problems.

Check to See if the Problem is the Computer

If you have more than one computer, see if both computers are experiencing difficulties accessing the Internet. If the second computer has full access then your problem is localized to the first computer (you can skip any tests that don't deal with the computer itself).

Related Resources

On this site:

• Resources index
• Firewalls & connection problems
• ZoneAlarm & Internet access issues
• Email troubleshooting
• Programs with access problems

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