Connection Issues

Troubleshooting your Internet access

No Internet Access | Troubleshooting No Access | Resetting the Router | Firewall Issues
Security Software Issues | Terminology

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The back of a router showing the ADSL and Internet ports used, but none of the four outgoing ports.

Wi-Fi is a Wi-Fi Alliance standard. WiFi is used to refer to generic wireless.

Specific terminology is used on this page. I may interchangably reference computer, tablet, smartphone and as other devices that can connect to your network. All that differs is how they are configured to connect to the Internet.

This page assumes that your Internet was working at an earlier point. If you are setting it up for the first time, you need to follow the instructions that came with your router or modem. See Setting Up Your Network.

Basic Troubleshooting

You need to determine what the source of your connection issue is. This can include the inability to connect to a specific website/service or the inability to connect to the Internet at all (no sites are working).

If you have Internet access but it seems that your service is slow, the solution may have nothing to do with your equipment. In some cases, a cable-based ISP like Rogers may be delivering full speed Internet into your neighbourhood, but high-volume users may be sapping the bulk of the available bandwidth.

SpeedCheck can test how fast your Internet access is and provide some solutions for resolving issues.

Determining the Source of the Problem

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.

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 specific program or a specific website is not responding.

Try a major site like Google or Microsoft to see if you can connect. These sites are less likely to be down than smaller sites.

You can also check to see if these major services are running:

Issues with a Specific Site or Service

If you are able to view some sites, but not others, it is possible that one or more individual sites are down. In such cases the issue is not with your Internet connection.

Websites can return different codes that may explain why they're not working.

The most common is a 404 error (“page not found”). The site is working but the page you requested is not available or has moved. Search the site or use a search engine to locate the information you're looking for.

If a website or app doesn't load in your browser, you can check to see if it is down for everyone or just you.

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). 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 Your 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).

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

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If You Can't Access the Web At All

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

If the issue is with your ISP or (rarely) a regional access issue, the resolution is beyond your control. You'll just have to wait for your ISP or the Internet structure to repair the problem.

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.

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.

Check the network settings to see if you have Internet access.
Check for changes to proxy settings.
Check the network cables if your computer is wired to the router.
Reset your router.
Check your firewall or security software. There are specific troubleshooting steps for ZoneAlarm issues.
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 device, 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 device can include wired, wireless or both types of connections (see terminology). Ensure that your network adapter is not disabled (turned off).

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

If you're not using your own network, you cannot fix network issues yourself. You'll need to speak to the person responsible for third-party networks 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.
Many 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, check the documentation for your computer or device.

Windows 10/11

Windows 10 has changed the way that these settings work over time, so you may see something different than what is indicated here. Windows 11 is also evolving and may display differently than Windows 10.

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:

Windows 10 Network Status showing the basic 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. A VPN can also disrupt your abiliby to connect to other computers/devices over your network.

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:

under Administration (Network: configure network devices and connections); and
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:

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

Have a Separate Modem?

Most people now have an all-in-one combined modem/router supplied by your ISP.

If you have a separate high-speed modem connected to an external router or have disabled the ISP-provided router and added your own separate router then both need to be reset when you are instructed to reset your router in the steps listed on this page.

Turn off the modem first, then the router;
Use the reverse sequence when restoring power.

A separate power bar with only the two devices attached simplifies matters because you can perform the process by turning off the power bar. Be sure that turning off this power bar doesn't affect critical items.

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

Turn off the power to the modem (then the router), and wait for two minutes.
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.
Wait at least 30 seconds.
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.

I strongly recommend that you purchase a decent power bar to protect your investment in your modem/router if a power surge hits your system.

This will allow you to turn off the power to both the modem and router with a single switch.
Don't use the $10 variety — replacing your computer, modem, router and associated gear will cost much more than that.

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).

It doesn't take more than a couple of minutes for an unprotected computer to become infected. Be careful while accessing the Internet at this stage.

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 the current 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 misconfigured firewall settings.

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 security software suite or stand-alone firewall software 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 which includes a software firewall in addition to a router (hardware firewall).

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 vendor'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. However, you may still need to dig into the background details and settings to figure out why a program is being blocked.

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). I recommend a trusted friend's network rather than a public network for safety.

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 without their own domain. 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.

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