||If you feel it’s appropriate, ask the end user what Web site they’re having trouble getting to and write it down.
||Click the refresh button on the Web browser toolbar.
||Try to visit at least two other Web sites. For example, if you can’t reach the library catalog, go to http://www.cnn.com and http://www.abcnews.com. Can you reach any of these sites?
||Are the computers nearby reaching the Internet? If not, you can skip steps 5 through 9.
||Close all the open Web browser windows and relaunch the Web browser. Try to reach one or two different Web sites.
||Reboot the computer. Log on and try to reach one or two different Web sites.
||Check the network cable (aka Ethernet cable) on the back of the computer. Make sure it’s plugged securely into the back of the computer and the network jack on the floor or the wall. Try reaching the Internet again.
||If you’re still having trouble, use a different network cable, preferably one from a computer with a working Internet connection. If your Internet connection works again, you should replace the defective network cable.
||If you’re still having trouble, check to see if there’s a green light on the back of the computer where the network cable plugs in.
||If you know how to use the ping utility, open a command prompt and see if you can ping the loopback address (127.0.0.1), the default gateway and an address outside your local network (e.g., 18.104.22.168).
||Write down the name of the computer that’s having trouble. If you know how to find the computer’s IP address, write that down as well.
||Call tech support.
Internet Connectivity Troubleshooting Steps
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 3.0 United States License.