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HP PCs - Resolving Broadband Internet connection problems (Windows 8)

This document applies to HP and Compaq computers with Windows 8.
This document contains solutions for most common broadband issues. Connection issues might result from poor line quality over the DSL phone line or coaxial cable line, bad cable connections (bent cables or pins), or missing or incorrectly configured software. The Internet Service might be experiencing problems, so checking to make sure your internet service is operational might be a good thing to do before doing other extensive troubleshooting described in this document.
Connection issues with a broadband connection can cause the following messages to be displayed in Windows 8 and Internet Explorer:
  • Internet Explorer cannot display the Web page.
  • Work Offline: No connection to the Internet is currently available.
  • Not connected: You are currently not connected to any networks.
This document can help resolve most of the issues that cause these messages.
 note:
If you are not using the latest version of Windows 8, some graphics and information in this document may vary. You can get the latest version from the Microsoft Store.
Before troubleshooting broadband Internet problems in Windows 8
Make sure that an account is setup with an Internet Service Provider (ISP) before troubleshooting a broadband connection issue. The ISP should have provided critical information and hardware needed to set up your account:
  • A hardware device, such as cable or DSL modem, is needed for wired access and might require ISP activation.
  • Your password if required by the ISP.
  • Any special software if required by the ISP.
  • If you are having trouble connecting to email or newsgroups, then get the necessary setup information from your ISP: email (SMTP and Pop3), newsgroup, encryption, or compression settings.
Troubleshooting broadband connection issues in Windows 8
Read and follow each step in order until a resolution to the issue is found.
Step 1: Using Microsoft System Restore to troubleshoot broadband Internet problems in Windows 8
Microsoft System Restore uses automatically-saved information to restore your computer to a certain point in time. Using Microsoft System Restore can restore your computer to the settings from a time when the Internet connection was working properly.
Read the HP support document, Using Microsoft System Restore (Windows 8) for information and instructions about restoring your computer. You may either restore the system or proceed with the steps in this document.
When you have restored your computer, try connecting to the Internet again. If you can connect to the network, you are done.
If you cannot connect to the network, continue with the steps in this document.
Step 2: Reinstalling the network adapter software in Device Manager to troubleshoot broadband Internet problems in Windows 8
If you're having broadband Internet problems, there might be an issue with the network adapter. Follow these steps to reinstall the network adapter in Device Manager:
  1. From the Start screen, type Device Manager to open the Search charm, and then select Device Manager in the Search results.
    Figure : Search results for Device Manager
    Search results for Device Manager
  2. Double-click the Network adapters category.
    Figure : Network adapters in Device Manager
    Device manager with Network adapters selected
  3. Right-click the name of the Network Adapter and select Uninstall.
  4. On the Confirm Device Uninstall window, click OK.
  5. When the network adapter software have been uninstalled, restart the computer. The computer will reinstall the device driver software.
  6. After the computer restarts and completes the installation of the device driver software, try connecting to the Internet. If you can connect to the network, you are done.
    If you cannot connect to the network, update the network drivers from the HP Web site.
Step 3: Reinstall the Wi-Fi driver using HP Recovery Manager
If your computer originally came with Windows 8 and has HP Recovery Manager, you can use it to reinstall the wireless network adapter.
  1. If you are using an external USB wireless network adapter, unplug it, restart your computer, and then plug it into a different USB port.
  2. From the Start screen, type recovery manager to open the Search charm, and then select Recovery Manager from the search results.
    Figure : HP Recovery Manager listed in search results
     Recovery manager entered in search box.
  3. If a User Account Control message opens, click Yes.
     note:
    If you cannot find HP Recovery Manager on your computer, use Device Manager to reinstall the device driver.
  4. When the Recovery Manager screen opens, click Drivers and Applications Reinstall.
    Figure : HP Recovery Manager
    HP Recovery Manager
  5. Scroll down through the list of drivers and select the name of your computer's wireless adapter.
    Figure : Example of a Wireless adapter (LAN) driver listing (yours may be different)
    HP Recovery Manager Drivers and Applications Reinstall
  6. Wait until the driver installs and restart your computer if prompted to do so.
  7. Try connecting to the Internet again. If problems persist, continue to the next step.
Update wireless network drivers
Downloading and installing the latest driver for your wireless adapter can resolve issues with wireless Internet connections, especially issues related to performance or intermittent dropped connections.
Use one or more of the following sections to find updated drivers for your wireless networking hardware. If you cannot find an updated driver or the updated driver fails to solve the problem, go to the next Step.
Get driver updates from HP
HP tests and posts many updated drivers from wireless adapter manufacturers. HP might have a more current version of the wireless driver than the one you are using. To find out if a driver is available for your model of computer, go to the HP software download site enter the model number to find software and drivers. In many cases, the wireless driver is part of a driver package for your motherboard called a chipset. When visiting HP's Web site, look for a wireless driver first, and then the chipset if a wireless adapter driver is not available. Read the details for the software downloads that are available if you need more information.
If your computer currently does not have access to the Internet, use another computer with Internet access to download and install the wireless driver softpaq to a USB storage device. You can then connect the storage device to a USB port on your computer and open the softpaq file that was downloaded to update your driver or chipset.
For more information about dowloading software, see Obtaining software and drivers.
If the updated driver fails to solve the problem, go to the next Step.
HP personal computers with Windows come with HP Support Assistant installed. HP Support Assistant can be used to automatically find and install the latest updates for your computer.
 note:
If HP Support Assistant is not installed on your computer, you can go to the HP Support Assistant site to download and install the HP Support Assistant software. If your computer cannot connect to the Internet, then use Microsoft's Windows 8 automated network troubleshooting built into Windows 8 instead of this step.
  1. Double-click the HPSA desktop icon or select HPSA from the Start screen.
  2. In HP Support Assistant, click Updates and tune-up.
  3. Click Check for updates now.
    HP Support Assistant checks for the latest updates from HP.
  4. If new updates are available, make sure the checkbox next to each update is selected, and click Apply to begin downloading and installing the updates.
    If no new updates are available, click Finish.
  5. If the updated driver fails to solve the problem, go to the next Step.
Step 4: Resetting the broadband device (such as modem or router) to troubleshoot broadband Internet problems in Windows 8
  1. Press the power button to shut down your computer.
  2. Disconnect power to all broadband devices (such as the broadband modem, wireless router, or router/modem combination), and wait for the LED activity lights to turn off. Wait at least one minute.
  3. 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.
  4. 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.
  5. After the modem and router have finished making connections, turn on the computer.
  6. From the Start screen, type connect to a network to open the Search charm, and then select Connect to a Network from the search results.
    Figure : Search for connect to a network
    Search results for connect to a network
  7. If you can connect to the network, you are done.
    If you cannot connect to the network, check the cable connections.
Step 5: Checking the cable connections to troubleshoot broadband Internet problems in Windows 8
Perform the following steps to check the cable connections when troubleshooting a broadband Internet problem.
 note:
If you are using wireless, this can be configured later, after you have determined that the computer can connect to the Internet using a direct network cable connection.
  1. Shut down the computer.
  2. Unplug all cables from the computer, except power, mouse, keyboard, and monitor. Note each cable connection location.
  3. Disconnect the cables used to connect the computer to the broadband device, and any cables used to connect the broadband device to the wall - network cables (RJ45), phone cables (RJ11 for DSL), coaxial (cable modems), USB, or other types.
  4. Look for bent or damaged pins on the cable ends and inside the connectors on the computer and the router or cable modem. Look for any hard bends or cuts in the cable itself. Repair or replace cables that show signs of damage.
  5. Connect the cable from the wall to the Cable/DSL modem or router. If you have a cable modem mode, this is usually a round coaxial cable. If you have DSL, then this is a phone cord - typically RJ11.
  6. Connect one network cable (RJ45) from the computer to the back of the Cable/DSL Modem or Router. Do not route cables next to speakers and do not loop cable excess. If possible, use a cable that is six feet long (1.83m) or less. Make sure you are connecting the correct type of cable from the router to the computer (refer to the following Figure).
     note:
    Make sure you are connecting the correct type of cable from the router to the computer according to the information in the following Figure. Do not use RJ11 or other phone cables to connect the computer to the router. Also it is preferable to use RJ45 cable before using a USB. Do NOT connect both a USB cable and network cable - only connect one.
      Figure : Cables that connect from the DSL or Cable modem to the PC
       Cables with call-outs.
    1. RJ45 Network cable - Cat5/Cat6. Use this type of cable to connect the router/modem to the network port on the PC.
    2. RJ11 telephone cable. Do not use this cable to connect to the PC.
    3. 6 lead specialized phone cable. Do not use this type of cable.
    4. USB cable. Many routers/modems can connect using USB. Use RJ45 network cable before using USB. Do NOT connect both a USB cable and network cable - only connect one.
  7. Turn on the computer and connect to the Internet. If you can connect to the network, you are done.
    If you cannot connect to the network, use the Windows 8 diagnostic and troubleshooting tools.
Step 6: Using Windows 8 diagnostic and troubleshooting tools for broadband Internet problems
Windows 8 includes a network diagnostic tool and a network troubleshooter. Both tools help to identify network problems and provide possible solutions when troubleshooting a broadband Internet problem.
Step 7: Resetting the Web browser Internet settings to troubleshoot broadband Internet problems in Windows 8
Resetting Internet settings can resolve most issues related to Internet browsing. Resetting Internet settings also prepares Windows for troubleshooting.
 note:
These steps can be used to reset Internet Explorer settings. To reset settings for a different browser, check the Help for that browser.
 note:
Follow these steps to reset your Internet Explorer settings:
Step 8: Resetting IP protocol settings to troubleshoot broadband Internet problems in Windows 8
Resetting IP protocol settings can sometimes solve broadband Internet problems. Use the following steps to reset the network settings:
 note:
If you have received settings and troubleshooting procedures from your ISP, use those instructions instead of the steps in this section.
Step 9: Using HP System Recovery to troubleshoot broadband Internet problems in Windows 8
HP System Recovery resets your computer back to its original factory condition. All important files, software, and programs should be saved before performing a System Recovery. For more information, refer to Performing an HP System Recovery (Windows 8).

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