A lot of variables are involved when you connect to a network: cables, network adapters, drivers, and routers. So troubleshooting network connection problems can be challenging. This article can help you find and fix problems with wired (Ethernet) and wireless (Wi‑Fi) network connections. Some common problems are:
A wireless network adapter switch is turned off
Airplane mode is turned on
Disconnected or improperly connected cables
Incorrect WEP, WPA, or WPA2 security keys or passphrases
Mismatched wireless standards
Missing updates
Incorrect network connection settings
Damaged or incompatible drivers
Hardware or software problems
Follow the steps in these sections to try to solve the problem, and then try connecting after each one. If the problem still occurs, move on to the next section.
An automated troubleshooter can find and automatically fix some common networking problems. Run the Network troubleshooter first, and then test your network or Internet connection to see if the problem has been fixed. If it doesn't fix the problem, try the rest of the automated troubleshooters.
Show allIf you can't connect to the Internet or get to a particular website, there might be a problem with your Internet connection. Try using the Internet Connections troubleshooter to fix the problem.
There might be a problem with your PC's network adapter. Try using the Network Adapter troubleshooter to fix the problem.
For more info about network adapters, see How do I fix network adapter problems?
If running a troubleshooter didn't solve the problem, look for the problem and corresponding solution in the following table.
Problem | Possible solutions |
---|---|
I can’t connect anymore because the network security key changed. |
First, try to connect to the network. On the error message that appears, tap or click Forget network. Then connect to the network again, enter the new network security key or passphrase if requested, and then tap or click OK. |
I can't connect to a home network. |
If running the Network troubleshooter didn't help, here are some other things to check:
|
I need to connect to a hidden wireless network. |
A hidden wireless network is a wireless network that isn't broadcasting its network ID (also called an SSID, or service set identifier). Typically, wireless networks broadcast their name, and your PC “listens” for the name of the network that it wants to connect to. Because a hidden network doesn’t broadcast, your PC can't find it, so the network has to find your PC. For this to happen, your PC must broadcast both the name of the network it's looking for and its own name. In this situation, other PCs “listening” for networks will know the name of your PC as well as the network you’re connected to, which increases the risk of your PC being attacked. If you still want to connect to a hidden network despite the risks, you'll need to gather some info from the wireless router first.
|
I can't connect to other PCs on my home network. |
Turn on Find devices and content. Follow these steps on your PC and on any network PC running Windows 8.1 or Windows RT 8.1 that you want to connect to. Do this only if you know and trust the people and devices on the network.
|
I can't connect to my workplace network from home (or another location). |
Here are some things to try.
NoteWindows RT 8.1 has built-in support for VPN. Third-party VPN software can also be installed on Windows RT 8.1 if it's available in the Windows Store. For help with third-party VPN software, contact the third-party VPN provider. For more info on VPN standards supported in Windows RT 8.1, go online to Microsoft TechNet and search for "VPN." |
My wireless connection isn't connected when my PC resumes from sleep or hibernation. |
There are two possible causes:
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I need to find my network security key. |
If your PC is already connected to the network, and you're looking for the security key so that someone else can connect to the network, you can find it in your network settings. Show all
|
Windows reports that my connection is "Limited." |
This means the PC has successfully connected to the router, but the PC wasn't assigned a valid IP address, so you can't actually get to the Internet. If you're connected to a home network, try restarting the router. If you're connected to a domain network or a public network, contact your network admin or the technical support rep for that network. NotePCs running Windows RT 8.1 or Windows 8.1 can't join a domain. You can only join a domain if your PC is running Windows 8.1 Pro or Windows 8.1 Enterprise. |
Many network connection problems are caused by hardware that isn't set up properly. Here's some info about how to check your cables, check or reset your modem, and check for problems with your network adapter.
If you're using a tablet or laptop, make sure the network adapter switch or button is turned on. Many laptops have a physical switch somewhere on the top, front, or side that turns the network adapter on or off. There's usually an indicator light on the laptop that shows if the wireless network adapter is enabled. Tablets sometimes have a push button that controls this, with or without an indicator light.
Loose or disconnected network cables, DSL or cable connections, telephone cords, USB cables, or power cables can cause network or Internet connection problems. Check all of these connections to make sure they're properly connected. This section mainly applies to wired networks, but if you're trying to connect wirelessly to your own home wireless network, you should check the modem and cabling to the modem as described in the following sections.
Show allCheck the phone line that runs from your phone jack to the phone line port on the DSL modem.
Check the network cable that runs from the Internet connection on the DSL modem to the network adapter on your PC.
Make sure the DSL modem is plugged into a power outlet and it's turned on.
To avoid dropped Internet connections, make sure all phones that are connected to the same line as the DSL modem are connected to a DSL phone line filter.
Check the coaxial cable that runs from the wall to your cable modem.
Check the network cable that runs from the cable modem to the network adapter on your PC.
Make sure the modem is plugged into a power outlet and it's turned on.
Check the phone line that runs from your wall to the phone port on your PC's modem.
Make sure call waiting is turned off on your phone line when you connect to the Internet so that incoming calls don't disconnect the Internet connection.
If the cable that connects an external modem to your PC is a USB cable, you must perform some additional checks. Follow these steps:
If the modem is attached to the PC using a USB hub, try to bypass the USB hub by plugging the cable from the modem directly into one of the USB ports on your PC.
If the modem is plugged into one of the ports on the front of a desktop PC, try plugging the USB cable into one of the ports on the back of the PC instead. Some PCs don't provide sufficient power to the front USB ports. This can create problems with the connection to the modem.
If you’re having trouble determining the correct way to connect a cable, check the documentation that came with the modem, the network adapter, or the PC. If you made any adjustments to the cable connections, test for an Internet connection before going on to the next step. To test for an Internet connection, open your browser and try to get to a website that you know exists.
Check the indicator lights on your modem or Internet connection device (this can be a modem, a modem and a wireless router, or a combined router-modem device). Most of these devices have an indicator light that's labeled "Broadband link," "Internet," "Online," or something similar that indicates a connection to the Internet. If you're unsure, refer to the documentation that came with the device.
To update the settings on the modem or the router, restart the modem. This creates a fresh connection to the Internet service provider (ISP). Use one of the following methods to restart the modem, following the steps for your type of modem.
Show allDisconnect the cable that connects your PC or router to the modem. This can be either a USB cable or a network (Ethernet) cable.
Turn off the modem using the power switch on the front or back of the modem. If the modem doesn't have a power switch, disconnect the power cord from the back of the modem, or unplug it from the wall.
Some modems have a backup battery that prevents the lights from going out. For this type of modem, press and quickly release the reset button. If you don't see a reset button, remove the battery instead.
Wait several minutes, and then turn on the modem and reconnect the cable from the PC or the router to the modem.
Restart your PC by swiping in from the right edge of the screen, and then tapping Settings.
(If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then click Settings.)
Tap or click Power, and then tap or click Restart.
Test your connection to see if you can get to the Internet.
Restart your PC by swiping in from the right edge of the screen, and then tapping Settings.
(If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then click Settings.)
Tap or click Power, and then tap or click Restart.
Use Device Manager to verify that your network adapter is working correctly.
Tap or click to open Device Manager.
You might be asked for an admin password or to confirm your choice.
Double-tap or double-click Network adapters, press and hold or right-click your adapter, and then tap or click Properties.
Under Device status, check to see that the device is working properly.
If the network adapter is disabled, tap or click Enable Device to enable it.
If the network adapter isn't working properly, you might need to download and install the latest driver for it. (If you received an installation disc with the network adapter or with your PC, the driver might also be on the disc.)
If you're still having problems finding the latest driver for your hardware, go to "To download and install a driver" in the "Update drivers" section of this article.
For more info about fixing network adapter problems, see How do I fix network adapter problems?
A network adapter driver is software used by your PC to communicate with your wireless network adapter. Outdated, incompatible, or damaged network adapter drivers can prevent network connections or cause intermittent disconnections.
If you recently upgraded from one version of Windows to another, it's possible that the current network adapter driver was designed for the previous version of Windows. If you've had recent power outages, viruses, or other PC problems, it's possible that the driver has become damaged. Windows Update automatically downloads and installs recommended updates. Installing any important, recommended, and optional updates can update system features and other software that might help to fix your network connection problems.
Show all
Swipe in from the right edge of the screen, and then tap Search.
(If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then click Search.)
Enter Windows Update in the search box, and then tap or click Windows Update.
Tap or click Check for updates now.
If there are any available updates, tap or click the links to see more info about each update. Windows Update tells you if an update is important, recommended, or optional. Each type of update might include drivers.
On the Select the updates you want to install page, look for updates for your network adapter, select the check box for the driver that you want to install, and then tap or click OK.
There might not be any available driver updates.
Tap or click Install.
You might be asked for an admin password or to confirm your choice.
Windows Update will tell you if the updates were successfully installed.
On Windows RT 8.1 PCs, Windows Update automatically updates drivers. You can’t directly install other drivers from manufacturers.
Here are two other ways to find and install a driver:
Install software from the device manufacturer. For example, if your PC or network adapter came with a disc, that disc might contain software that installs a driver for the network adapter.
Download and install the driver yourself. You can search for a driver on the manufacturer's website. Try this if Windows Update can't find a driver for your network adapter and the adapter didn't come with software that installs a driver.
If your PC can't connect to the Internet, you'll need to download a driver on a different PC and save the driver to a USB flash drive so you can install it on your PC.
Driver updates are often available on the adapter manufacturer's website. To locate the driver, follow these steps:
Find the manufacturer and model name or number of your network adapter.
Go to your manufacturer's website to locate and download the latest driver for your network adapter.
If you find an updated driver, follow the installation instructions on the website.
Most drivers install automatically after you download them. You can usually double-tap or double-click the file to begin the installation, and then the driver installs itself on your PC. Some network adapters have drivers that you need to install manually.
Here's how to install a driver that doesn't install automatically.
Tap or click to open Device Manager.
You might be asked for an admin password or to confirm your choice.
Double-tap or double-click Network adapters, press and hold or right-click your adapter, and then tap or click Properties.
Tap or click the Driver tab, tap or click Update Driver, and then follow the instructions.
You might be asked for an admin password or to confirm your choice.