Troubleshooting Wireless Network and Internet (Windows 8)

 PCs using a wireless network (a router) with Windows 8.

The following sections provide detailed troubleshooting steps. Use the steps in the
first section to solve most problems with a wireless network and Internet connection.
 If the steps in that section do not resolve the issue, go to the section that matches
 the network problem the computer is experiencing.

Before you begin: use Windows 8 diagnostic and troubleshooting tools

Windows 8 includes a network diagnostic tool and a network troubleshooter that
 help to identify network problems and provide possible solutions. Using these
 tools can help resolve many network and Internet connection problems. If the
 problem is not resolved after using these tools, go to the section that matches
 the symptom on your computer.

Use Windows Network Diagnostics

Windows 8 monitors the network and Internet connections. If it detects a problem,
Windows 8 displays a message, and prompts you for permission to diagnose
 the problem. Click OK to allow Windows 8 to diagnose the problem and
 restore the connection.

To run the diagnostic tool manually, use one of the following options:

No error message is displayed, but there is no Internet or network connection:
Right-click the Network Connection icon  in the notification area, and then clickTroubleshoot problems . Windows Network Diagnostics checks for
problems.
Figure 1: Troubleshoot problems






The Network Connection icon is missing in the notification area:
1. Press the Windows  + W key.
2. Type Network diagnostic into the Search field.
   Figure 2: Search for Network diagnostic

   
3. Click Identify and repair network problems from the list of results.

Use the Windows 8 Network and Internet Troubleshooter

The Windows 8 Network and Internet Troubleshooter tests the network for problems
 and automatically repairs the network connections if applicable. Use this tool to
 test and repair the connection:

1. Move the mouse pointer to the lower left corner of the screen, right-click, and
   select Control Panel from the menu.
   Figure 3: Control Panel

   
2. Click View network status and tasks .
   Figure 4: Control Panel

   
3. Click Troubleshoot problems .
   Figure 5: Troubleshoot problems

   
   The Network and Internet Troubleshooter opens.
4. Click the item that matches the problem your computer is experiencing:
   Figure 6: Network and Internet Troubleshooter

   
   
   
   
   Internet Connections : Trouble connecting to the Internet.
   
   
   
   
   
   Shared Folders : Trouble accessing files and folders on other computers on the network.
   
   
   
   
   
   HomeGroup : Trouble viewing computers or files in a HomeGroup.
   
   
   
   
   
   Network Adapter : Check to see if the network adapter is having problems.
   
   
   
   
   
   Incoming Connections : Trouble accessing this computer from another computer on the network.
   
   
5. Click Next , and then follow the instructions to check for problems.

Cannot connect to the wireless network or to the Internet

If the computer cannot connect to the wireless network or Internet or displays a limited accessmessage, follow these steps to try to fix the problem.

Test the connection after performing each step. If the problem is not fixed, continue to
 the next step.

Step 1: Check the hardware and cables

Use the following steps to verify that your modem, adapter, and router and access points are turned on and connected correctly:

1. Check your cable or DSL modem for disconnected cables or wires. Make sure the power cable is connected and the lights are on.
2. Make sure that the wireless router is connected to the power adapter and modem. Make sure the lights are on.
3. Reseat all the cables and power cords.
4. Turn on the computer and open the Windows Desktop.
5. Click the Network Connection icon  in the notification area, and then click the name of the network.
   If the network name is not displayed, wait a minute longer to see if the name
   appears. If it does not appear, go to Cannot turn on wireless communication
    or turn off Airplane mode .
6. Click Connect .
   If you can connect to the network and to the Internet, you are done. If not,
   continue with the next step.

Step 2: Reset power to the router and modem

When a computer establishes a connection with a router or with the Internet,
 it uses several IP addresses to manage the communication. If the electrical
 power to the computer, the router, or the Internet service is interrupted
 momentarily, the IP address might change and disrupt the connections.
 The indicator lights on the equipment might indicate that a connection exists,
 but the IP addresses might not be correct. To re-establish the correct IP
 addresses, reset the power as follows:

1. Press and hold the power button for at least five seconds to shut down your
    computer.
2. Unplug the power to the wireless router and to the cable or DSL modem.
   Figure 7: Unplugging the power cord from the back of a router

   
3. Wait at least 30 seconds before continuing.
4. Reconnect the power to the modem and allow it to re-establish a connection
    to the ISP. If the modem has indicator lights, wait until the lights indicate
    a connection.
5. If using a separate wireless router, reconnect the power to the router
   and allow it to re-establish the connections to the modem and other components.
6. After the modem and router have finished making connections, turn
    on the computer.
7. Click the Network Connection icon  in the notification area,
   and then click the name of the network.
   If the network name is not displayed, wait a minute longer to see if the name
    appears. If it does not appear, go to Use Windows 8 diagnostic and troubleshooting tools .
8. Click Connect .
   If you can connect to the network and to the Internet, you are done. If not,
   continue with the next step.

Step 3: Reconfigure the wireless network

Disconnecting from the network and entering all of the network information
 can resolve some connectivity issues. Use the following steps to disconnect from
 a wireless network, and then manually re-connect to the desired wireless network.

1. Move the mouse pointer to the lower left corner of the screen, right-click,
   and select Control Panel from the menu.
   Figure 8: Control Panel

   
2. Click View network status and tasks .
   Figure 9: Control Panel

   
3. In the Network and Sharing Center window, click Set up a new connection or network .
   Figure 10: Set up a new connection or network

   
4. In the Choose a connection option window, select Manually connect to
    a wireless network, and click Next .
   Figure 11: Manually connect to a wireless network

   
5. Type the required wireless network information, and then click Next .
   
   
   
   Network name
   
   
   
   
   
   Security type (Must be the same security as set in the wireless router)
   
   
   
   
   
   Encryption type
   
   
   
   
   
   Security Key
   
   
   
   
   
   Select Start this connection automatically
   
   
   Figure 12: Network information

   
   

   NOTE:If the wireless network already exists, when prompted,
    select Use the existing network . The information replaces
    the previous values that are causing the connection problem.
6. Click Close .
   Figure 13: Successfully added network

   
   The computer should connect to the wireless network automatically.
    If it does not, continue with the next step.
7. Click the Network Connection icon  in the notification area,
   and then click the name of the network.
8. Click Connect .
9. Enter the network pass phrase (or security key) for the selected wireless
   network, and then click Next .
   The computer connects to the network.
   Figure 14: Security key or pass phrase

   
10. Click OK .

Step 4: Minimize interference and move the computer closer to the router

A wireless network router has a limited broadcast range. The further the computer
 is from the router, the weaker the broadcast signal. Solid objects, such as walls,
 metal furniture, and electrical appliances might interfere with the signal and
 decrease the usable range.

For testing purposes, move the computer closer to the router and minimize
 interference from electrical devices. If testing the connection with the computer
 near to the router proves that the wireless connection is working, you can
 move the computer to determine the range of the connection. To extend the
 usable range of the wireless network router, consider purchasing a different
antenna from the router manufacturer, or use a signal repeater.

If the test fails with the computer and the router in the same room, continue to
 the next step to force the device to re-establish all connection values.

Step 5: Make sure that the computer is connected to the right network

When the computer detects a wireless network, if it has been connected to that
 network in the past, it tries to re-establish the connection. However,
 the connection might not be to the correct network.

To determine what network the computer is connected to and to select the
 network you want, do the following:

1. Click the Network Connection icon  in the notification area see if
   any wireless networks are connected.
2. If the computer is connected to an incorrect network, click the name
    of the network, then click Disconnect .
3. Click the name of the correct network, then click Connect .
   Once the computer is connected to the correct network, check for Internet
    access. If the computer does not have Internet access or has limited
    access, continue with the next step.

Step 6: Connect the computer directly to the network router 

using an Ethernet cable

Connect the computer directly to the network router using an Ethernet cable
 to determine if the connection problem lies with the router settings or with
 the wireless signal. It is not necessary to turn off the computer's wireless
 network device during the testing.

1. Move the computer closer to the router (if needed) and connect an
    Ethernet cable from one of the available ports on the router to the
    network port on the computer.
2. Wait for one minute, then check the Network Connection icon in the
    notification area.
   
   
   
   If the icon has an X in the lower corner ( ), the connection is not
    working. Right-click the icon, and then click Troubleshoot problems .
    Windows Network Diagnostics checks for problems. If Window Network Diagnostics is not able to fix the issue, the router is not working properly.
    Go to Step 6: Reset and reconfigure the router
   
   
   
   
   
   If the icon does not have an X in the lower corner ( ), the connection
    is working. Disconnect the Ethernet cable from the computer,
   and manually setup a new connection to the wireless network. 
   
   

Step 7: Reset and reconfigure the router

If you have installed a new router or made changes to the router settings while
 trying to fix connection problems, reset the router to its factory settings,
then run the manufacturer set up program to configure the router.

Use the following steps as a general guideline, but see the User Guide
 for the router for model specific information.

1. Enter the default IP addresses for the router into the URL address field
    on the browser. The following list provides default IP addresses for
    several routers.
   
   
   
   3Com : http://192.168.1.1
   
   
   
   
   
   D-Link : http://192.168.0.1
   
   
   
   
   
   Linksys : http://192.168.1.1
   
   
   
   
   
   Netgear : http://192.168.0.1
   
   
   

   NOTE: These IP addresses are provided for informational
   purposes only and may not work with all router models.
2. When the home page for the router displays, you might need to type a
    password to perform configuration tasks. See the User Guide for
    model specific information.
   

   NOTE:Most manufacturers allow you to reset the router to
    a default factory condition and then open router configuration screens.
3. When you have administrator access to the router, change the router's
   default name, sometimes called an SSID, to a name that is different from
    other routers in your area.
4. Set up Wi-Fi Protected Access (WPA) or wireless encryption (WEP),
    to prevent other computers from connecting to your home network.
5. Enter a network access password, sometimes called a passphrase.
   Make sure to pick a password that is easy to remember, such as a phone
    number that you dial often or a phrase that is familiar.

Step 8: Update the router firmware

Outdated firmware may prevent the router from accessing the Internet or
certain Web pages. Log into the router's configuration menu (as was done
 in the previous section) and use the menu to update the router's firmware.
 Consult the User Guide that came with your manual for information on how
 to perform a firmware update. It is a good idea to connect the computer
 directly to the router using its network cable when doing the firmware update.

Step 9: Install updated Wireless LAN driver and BIOS

If no network connection icon is displayed within 15 to 30 seconds after
enabling the wireless network, or if a Windows Device not Found error
 message displays, the software driver might be missing or corrupt.

To get the updated wireless LAN adapter drivers and latest version of the
BIOS for your computer, go to the Drivers and Downloads page and search
 for updated drivers. You must know the exact model number or product
number for your computer. Be sure to select the correct operating system.

If the wireless adapter you are using was purchased separately, consult the
 manufacturer's Web site for the latest software.

NOTE:If the computer cannot connect to the Internet, use another
 computer to download the files to an external storage device.
 Install the updated drivers from external storage device.

Step 10: Perform a Microsoft System Restore

If you have completed all the steps and still cannot connect to the wireless
network, contact HP for support.

Wireless connection is slow

For a slow wireless connection, use the following steps to resolve slow wireless
 connections.

Test the connection after performing each step. If the problem is not fixed,
 continue to the next step.

Step 1: Move the computer closer to the router

A wireless network router has a limited broadcast range. The further the
 computer is from the router, the weaker the broadcast signal. Solid objects,
 such as walls, metal furniture, and electrical appliances might interfere with
 the signal and decrease the usable range.

For testing purposes, move the computer closer to the router and minimize
 interference from electrical devices. If testing the connection with the
 computer near to the router proves that the wireless connection is working,
 you can move the computer to determine the range of the connection.
To extend the usable range of the wireless network router, consider
 purchasing a different antenna from the router manufacturer, or use a
 signal repeater.

If the test fails with the computer and the router in the same room, continue
 to the next step to force the device to re-establish all connection values.

Step 2: Install updated Wireless LAN Driver

Downloading and installing the latest wireless LAN adapter driver can resolve
 many issues with a slow wireless Internet connection. Follow these steps to
use Device Manager to find the latest WLAN driver:

1. Move the mouse pointer to the lower left corner of the screen, right-click,
   and select Device Manager from the menu.
   Figure 15: Device Manager

   
2. Double-click Network adapters , then right-click the name of the Wireless
    Adapter and select Update Driver Software .
   Figure 16: Update Driver Software

   
3. Click Search automatically for updated driver software .
   Figure 17: Update Driver Software

   
4. If an updated driver is found, follow the instructions to install it.
   If Device Manager does not find an updated driver, you can check the
    wireless adapter manufacturer's Web site.
5. In Device Manager, right-click the name of the adapter, and then click Properties .
   Figure 18: Properties

   
6. Click the Driver tab. Make a note of the driver provider, date and version.
   Figure 19: Wi-Fi Adapter Properties

   
7. Check the driver provider's Web site for an updated driver.

Step 3: Adjust Windows 8 performance settings

Wireless communication (Wi-Fi) is turned off or Airplane mode is turned

on (portable devices only)

Wireless communication can be turned on and off in Windows or using a keyboard
 key or button. These settings work independent of each other. It is possible for the
 wireless device LED on the keyboard to glow blue even if communication is turned
 off in Windows. First check the status of the wireless device LED. If the LED glows
 blue but the wireless device is turned off, you can use the PC Settings in Windows
 to turn on the wireless devices.

NOTE:You cannot turn off Airplane Mode using a keyboard key or button.
 Turn off Airplane Mode in Windows using the steps in the first section.

Turn on the wireless device in Windows

The action of the Windows control is independent of the wireless device power
 switch. It is possible for the wireless device LED to glow blue because power
 is being sent to the device, although the device is turned off.

NOTE:Turning on the wireless devices automatically disables Airplane Mode.

To verify the status of the installed wireless devices, follow the steps below.

1. Press the Windows  + W key.
2. Type wireless communication into the Search field.
   Figure 27: Search for wireless communication

   
3. Click Turn wireless communication on or off from the list of results.
4. On the PC settings window, check the status of wireless devices. If Wi-Fi is
   turned Off , click the toggle switch to turn it On .
   Figure 28: PC settings

   
   

   NOTE:If you cannot click the toggle switch, the wireless device is
    turned off using the keyboard key or button. Go to Turn on device
    using the wireless keyboard key or button .
   

   NOTE:If the Wireless window displays the text NO WIRELESS 
   DEVICES ARE AVAILABLE , either the wireless network
   connection or the network adapter is disabled. To resolve this issue,
    use Windows Network Diagnostics. 
   Your wireless network device(s) are now turned on.

Turn on device using the wireless keyboard key or button

Cannot share files with another computer on the network

If you can connect to the Internet but cannot access files on another computer on the
network, use the steps in this section to resolve the issue.

If all of the computers on the network are running Windows 8, you can use a
HomeGroup to share files between the computers. 

If one or more of the computers on the network is not running Windows 8, the easiest
 way to share files on your network is to place them in the Public folder. Any file or
 folder you put in the Public folder is automatically shared with the people
 connected to your network. To turn on Public folder sharing, follow these steps:

Step 1: Turn on network discovery and file sharing

Turn on Network discovery and file sharing on each computer that you want to
access on the network.

Any file or folder you put in the Public folder is automatically shared with the
people connected to your network. To turn on Public folder sharing in
 Windows 8, follow these steps:

1. Move the mouse pointer to the lower left corner of the screen, right-click,
    and select Control Panel from the menu.
   Figure 30: Control Panel

   
2. Click View network status and tasks .
   Figure 31: Control Panel

   
3. Click Change advanced sharing settings .
   Figure 32: Network and Sharing Center

   
4. Select both Turn on network discovery and Turn on file and printer sharing .
   Figure 33: Advanced sharing settings

   
5. Click Save changes .

Step 2: Set up drive, folder, and file sharing

To share non-public folders, do the following:

1. Move the mouse pointer to the lower left corner of the screen, right-click, and then selectFile Explorer from the menu.
   Figure 34: Select File Explorer

   
2. Browse to the folder you want to share.
3. Right-click the folder, select Share with , and then click Homegroup (view) , Homegroup (view and edit) , or Specific people .
   Figure 35: Share with

   
4. If you choose Specific people , the File Sharing window is displayed.
5. Click the down arrow and select the user you want to share with. If the user is
    not listed, type the user name and then click Add .
   Figure 36: File Sharing window

   
6. Click an arrow under Permission Level to set the permission level for each
   user or group.
7. Click Share .

Step 3: Accessing shared files and directories

Do the following to access shared files and directories:

1. Press the Windows  + Q key.
2. Type Network into the Search field.
   Figure 37: Search for Network

   
3. Click Network from the list of results.
4. Click the name of the computer or device to access.
   If you cannot access the computer or device, go to Using the Windows
    8 Shared Folders troubleshooter .
5. If prompted, enter the user name and password to connect to the computer or device.

Step 4: Using the Windows 8 Shared Folders troubleshooter

Windows 8 has a Shared Folders Troubleshooter that tests for problems
accessing shared files and folders on other computers. Follow these steps
 to use this tool to check for problems with shared folders:

1. Move the mouse pointer to the lower left corner of the screen, right-click, and select Control Panel from the menu.
   Figure 38: Control Panel

   
2. Click View network status and tasks .
   Figure 39: Control Panel

   
3. Click Troubleshoot problems .
   Figure 40: Troubleshoot problems

   
   The Network and Internet Troubleshooter opens.
4. Click Shared Folders .
   Figure 41: Network and Internet Troubleshooter

   
5. Follow the instructions to check for problems.

Windows is asking for my User Name and Password, or network security key (passphrase)

A User Name and Password or network security key can be important for keeping your network secure. However, if you have not set a User Name and Password, or if you have forgotten or cannot find the network security key, this can prevent access to the network.
 Follow the instructions in one of the following sections.

Windows is asking for a network security key (passphrase)

A network security key or passphrase may have been entered by the person who
 set up the network or the Internet Service Provider (ISP) may have provided a security key.

Figure 42: Security key or pass phrase

If you do not know or do not remember the security key, you can use one of the following methods to get it:

Check the wireless router for a label that displays the network security key.





If the security key was sent to you by the Internet Service Provider (ISP), contact the ISP to retrieve the key.





Find the security key on another computer that is connected to the network .





Connect to the router using a network cable .

Find the security key on another computer that is connected to the network

If another computer is connected to the network, you can use that computer to
display the network security key. Follow the steps for the operating system on the computer you are using to find the key:

Windows 8

Follow these steps to view the network security key on a computer using Windows 8:

1. Click the Network Connection icon  in the notification area to display the available networks.
2. Right-click the name of the network, and then click View connection properties .
   Figure 43: View connection properties

   
3. Click the Security tab, then check the box next to Show characters .
   Figure 44: Wireless Network Properties

   
   The Network security key is displayed.

Windows 7 or Vista

Follow these steps to view the network security key on a computer using Windows 7 or Vista:

1. Click Start  , then click Control Panel .
2. Under Network and Internet, click View network status and tasks .
3. In the View your active networks area, click the name of the wireless network.
4. Click Wireless properties .
5. Click the Security tab, then check the box next to Show characters .
   The Network security key is displayed.

Connect to the router using a network cable

If you have forgotten the network security key, you can connect a network cable from
 the computer to the wireless router. This will allow you to access the router settings
 and view or change the security key. Follow these steps to view the security key
 using a network cable:

1. Connect a network cable from a network port on the computer to one on the
   wireless router.
2. Wait for Windows to connect to the router.
3. Open a Web browser and type in the router IP address to connect to the router.
    See the following table for common router IP addresses, user names, and passwords.
   

   NOTE:The information listed in the table is commonly used by
    popular router manufacturers. If the information is not correct for your router, check with the manufacturer.

   Common Router Settings

   Router Brand Name	Router IP Address	User Name	Password
   3Com	http://192.168.1.1		admin
   D-Link	http://192.168.0.1	admin
   Linksys	http://192.168.1.1		admin
   Netgear	http://192.168.0.1	admin	password

4. If prompted, enter the default router user name and password.
5. Once you have entered the router configuration screens, search for the security key or passphrase. The key may be listed in a section or tab labeled Wireless Security .

I have not set up a User Name and Password for my network, but Windows is asking for them

If Windows prompts you to enter a User Name and Password to connect to a network, manually configure the network connection to resolve the issue.

Figure 45: User name and password

Use the following steps to manually configure the desired wireless network:

1. Move the mouse pointer to the lower left corner of the screen, right-click, and select Control Panel from the menu.
   Figure 46: Control Panel

   
2. Click View network status and tasks .
   Figure 47: Control Panel

   
3. In the Network and Sharing Center window, click Set up a new connection or network .
   Figure 48: Set up a new connection or network

   
4. In the Choose a connection option window, select Manually connect to a
    wireless network, and click Next .
   Figure 49: Manually connect to a wireless network

   
5. Type the required wireless network information, and then click Next .
   
   
   
   Network name
   
   
   
   
   
   Security type (Must be the same security as set in the wireless router)
   
   
   
   
   
   Encryption type
   
   
   
   
   
   Security Key
   
   
   
   
   
   Select Start this connection automatically
   
   
   Figure 50: Network information

   
   

   NOTE:If the wireless network already exists, when prompted,
   select Use the existing network . The information replaces the
    previous values that are causing the connection problem.
6. Click Close .
   Figure 51: Successfully added network

   
   The computer should connect to the wireless network automatically. If it does not, continue with the next step.
7. Click the Network Connection icon  in the notification area, and then click the name of the network.
8. Click Connect .