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HP PCs - Resolving Broadband Internet Connection Problems (Windows 7)

This document is for HP computers with Windows 7.
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), the Internet Service experiencing problems, or software being missing or incorrectly configured.
Connection issues with a broadband connection can cause the following messages to be displayed in Windows 7 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.

Before you begin troubleshooting a broadband connection

Check the following items before troubleshooting a broadband connection issue, and make sure an account is setup with an Internet Service Provider (ISP). The ISP should have provided critical information and hardware needed to setup 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, get the necessary setup information from your ISP: email (SMTP and Pop3), newsgroup, encryption, or compression settings.

Troubleshooting broadband connection issues in Windows 7

Read and follow each step in order until a resolution to the issue is found.

Step 1: Resetting the broadband device (such as modem or router) in Windows 7

  1. Completely shut down the computer. Click Start , and then click Shut Down.
    Shutting down the 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. Click the Network Connection icon in the notification area, and then click Connect next to the name of the wireless network.
    If the network name is not displayed, click the Refresh button to scan for wireless network signals.
    Try to connect to the Internet. If the connection issue continues, go to the next step to check the cable connections.

Step 2: Checking the cable connections to troubleshoot a broadband connection

Perform the following steps to check the cable connections:
  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 (see following Figure).
    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.
       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.
  8. Wait until Windows fully opens to the desktop, and then open a browser window and see if you can connect to the Internet. If the connection issue continues, go to the next step.

Step 3: Using Windows 7 diagnostic and troubleshooting tools for testing a broadband connection

Windows 7 includes a network diagnostic tool and a network troubleshooter. Both tools help to identify network problems and provide possible solutions.

Step 4: Resetting the web browser Internet settings in Windows 7

To prepare Windows for troubleshooting and to resolve most issues related to Internet browsing, reset Internet settings.
These steps can be used to reset Internet Explorer settings. To reset settings for a different browser, check the Help for that browser.
  1. Close any open Internet Explorer windows.
  2. Click Start , click Control Panel, and then click Network and Internet.
    Network and Internet Control Panel window
  3. Click Internet Options.
    An Internet Properties window opens.
  4. Click the Advanced tab, and then click the Reset button.
    Reset button on the Advanced tab of Internet Properties
    A Reset Internet Explorer Settings window opens.
  5. Read the information on the screen, select Delete personal settings box, and then click Reset.
    Reset Internet Explorer Settings window
  6. When the settings have been reset, click Close.
  7. Try connecting to the Internet. If the issue still exists, continue with the next step to reinstall the network software.

Step 5: Reinstalling the network adapter software in Device Manager in Windows 7

Broadband connection problems might be caused by an issue with the network adapter. Follow these steps to reinstall the network adapter in Device Manager:
  1. Click Start , and then type Device Manager into the Search field. Click Device Manager.
    Opening Device Manager from the Search field
  2. Double-click the Network adapters category.
    Device Manager  window showing Network adapters expanded
  3. Right-click the name of the Network Adapter, and then 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 reinstalls the device driver software.
  6. After the computer restarts and completes the installation of the device driver software, try connecting to the Internet. If the issue still exists, continue to the next step.

Step 6: Updating the network drivers from the HP Web site

From another computer that has Internet access, check the HP website for network drivers for your product. If one is available, download and install the latest update for the network hardware that you use. Use the following steps.
  1. If a Let's identify your product to get started page displays, select your computer type, type the model name of your computer, and then click Submit
  2. If a Matching products webpage opens, select your model number from the list.
    The software results page for your computer displays with the default operating system selected.
  3. From the list of available software and driver categories, click the network or modem driver update category.
  4. Click Download, and then follow the on-screen instructions to install the driver on the computer experiencing the problem.
  5. When done, restart the computer and open a browser window again and see if you can connect to the Internet. If the issue persists, continue to the next step.

Step 7: Contacting the Internet Service Provider after testing the network connection

If the computer is still having issues connecting to the Internet and the network test passes, it is possible that the Internet service is down. Call the local support phone number for your ISP to report that your Internet service might be down. Be sure to provide the ISP with the information from the network diagnostics utility.

Step 8: Resetting IP protocol settings in Windows 7

If your ISP confirms that the Internet service is active, you can reset the Internet connection on your computer to establish a new connection and acquire a new IP address. Use the following steps to reset you Internet network settings.
If you receive settings and troubleshooting procedures from your ISP, use those instructions instead of the steps in this section.

Step 9: Using Microsoft System Restore to reset the network connection

If you still cannot connect to the Internet after troubleshooting, use Microsoft System Restore to go back to a time when the Internet connection was working properly. For more information, see Using Microsoft System Restore (Windows 7).
When you have restored your computer, try connecting to the Internet again. If the issue persists, continue with the next step to use HP System Recovery.

Step 10: Using HP System Recovery to reset the network connection

If you still cannot connect to the Internet after troubleshooting and using Microsoft System Restore, save all your important files and use HP System Recovery to reset the software on your computer back to its original condition. For more information, see Performing an HP System Recovery.
If you have tried all available troubleshooting steps and the computer still cannot connect to the Internet, service the computer.






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