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HP EliteBook and Compaq Notebook PCs - Basic Network Troubleshooting for Microsoft Windows Vista

Information
This document provides the basic troubleshooting steps for Network Connectivity/Internet Connectivity related issues.
Details
Basic Network Troubleshooting is a step-by-step guide to network troubleshooting. The following procedures are included in this document:
Verify Hardware Components
Verify Configuration
Verify Connectivity
Troubleshooting Details are provided for each procedure in the remainder of this document.
Verify Hardware Components:
To verify hardware components, check to see if your computer has a network card and the driver for the card as follows:
  1. Click Start -> Run , and type devmgmt.msc
      note:
    If the network adapter, for example, Broadcom NetXtreme Gigabit Ethernet as shown here, shows up in the Device Manager under the Network Adapters category, then the network card is present on your computer and the driver is installed.
      note:
    If the network adapter does not show, and if you see Ethernet Controller under Other devices , then you have to install the correct network drivers from the HP website.
  2. To download the drivers, perform the steps shown in the following illustration:
  3. Check cables and connections. When you have the correct drivers installed, check the cable connections and LEDs on the network socket (see the illustration that follows).
      note:
    Try a cable that works in a known well-working computer, and try the port that works for that computer.
  4. Check the TCP/IP stack. To determine if the TCP/IP stack of the operating system is working correctly, click Start -> Run , type CMD , and press Enter . At the command prompt, type the following text: ping 127.0.0.1
      note:
    If pinging 127.0.0.1 is not successful, then it could be an issue with the TCP/IP software, or it could be a network card issue. First you may try resetting TCP/IP.
  5. Reset TCP/IP. TCP/IP is a core component of Microsoft Windows XP, if it is corrupted, it may cause network/Internet connectivity issues. To reset TCP/IP, click Start -> Run , type CMD , and then press Enter . At the command prompt, type the following text: netsh int ip reset c:\resetlog.txt
      note:
    For more information about resetting TCP/IP, see Microsoft Knowledge Base Article: 299357, How to reset Internet Protocol (TCP/IP) in Windows XP .( Click here to view Microsoft Knowledge Base Article 299357, "How to reset Internet Protocol (TCP/IP) in Windows VISTA" at http://support.microsoft.com/kb/299357) .
Verify Configuration
To verify the configuration, complete the following steps:
  1. go to the command prompt, and type the following command: ipconfig /all
  2. Make a note of the following settings:
    • DHCP Enabled: (Yes/No)
    • IP Address
    • Subnet Mask
    • Default Gateway
    • DHCP Server
    • DNS Server
  3. You may verify these settings by comparing them with the settings on a different computer that is working correctly in the same network.
Verify Connectivity
After verifying the configuration, you may verify the connectivity by pinging the following items:
  1. Ping the default gateway (for example, ping 192.168.0.1 If the ping is successful, it confirms basic network connectivity. You can obtain the Default Gateway IP Address from Step 2 of the Verify Configuration procedure (just preceding this procedures).
      note:
    Here, the error request timed out indicates that the ping is not successful, and you have to verify settings and connections.
  2. Ping the DNS Server. If the ping to the DNS server is successful, it confirms that the system is able to connect to the network that is beyond its subnet. A successful ping is shown in the following illustration:
      note:
    Check the Ping statistics, and if the packets sent is 4, the packets received should be 4 with 0 percent loss. This would be a successful ping. Anything other than that is an issue. You may check the following items:
    • TCP/IP settings
    • Cable connection
    • Change cables
    • Network socket
    • LED status
Troubleshooting
Use the steps in the following procedure to troubleshoot.
  1. Proxy Server Settings: For Internet connectivity issues, check to see if you need a proxy server setting. Click Control Panel -> Internet Options -> Connections tab -> LAN Settings.
  2. BIOS update:
    To resolve any issues related to the system board or the network card, you may download the latest BIOS update for your notebook from the HP website:

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