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

This document is for 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 display 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 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 might 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. 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.
    Search results for Device Manager
  2. Double-click the Network adapters category.
    Device manager with Network adapters selected
  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 you can connect to the network, you are done.
    • If you cannot connect to the network, continue to the next step.

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.
     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.
    HP Recovery Manager
  5. Scroll down through the list of drivers and select the name of your computer's wireless adapter.
    HP Recovery Manager Drivers and Applications Reinstall
  6. Wait until the driver installs and then restart your computer if prompted to do so.
  7. Try connecting to the Internet again.
    • If you can connect to the network, you are done.
    • If problems persist, continue to the next section.

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.
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 check for updated drivers, go to the HP Customer Support - Software and Driver Downloads page. 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. The product support page opens.
In many cases, the wireless driver is part of a driver package for your motherboard called a chipset. When visiting the HP website, look for a wireless driver first, and then the chipset if a wireless adapter driver is not available. If you need more information, read the details for the software downloads that are available. After you find the driver you are looking for, click the category name, and then click Download.
For more information about downloading software, see Downloading or Updating Software and Drivers for HP Computers.
If the updated driver fails to solve the problem, go to the next section.
Some 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, use the automated troubleshooting built into Windows 8 instead of this step. For more information, go to Using Automated Troubleshooting (Windows 10, 8).
  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.
If you did not find an updated driver or 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

To resolve broadband Internet problems, the device might need to be reset:
  1. Press the power button to turn off your computer.
  2. Disconnect power to all broadband devices (such as the broadband modem, wireless router, or router/modem combination), and then wait for at least one minute until the LED activity lights to turn off.
  3. Reconnect the power to the modem, and then 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.
    Search results for connect to a network
    • If you can connect to the network, you are done.
    • If you cannot connect to the network, continue to the next step.

Step 5: Checking the cable connections to troubleshoot broadband Internet problems in Windows 8

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. Turn off 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, such as 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, as shown in the following image.
    note:
    Make sure you are connecting the correct type of cable from the router to the computer according to the information in the following image. 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.
       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, continue to the next step.

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 and prepare for Windows troubleshooting.
To troubleshoot broadband Internet problems, reset Internet Explorer settings:
note:
To reset settings for a different browser, check the Help for that browser.
  1. Close any open programs or windows.
  2. From the Start screen, type Internet Options to open the Search charm, and then select Internet Options in the Search results.
    Search results for Internet Options
  3. Click the Advanced tab, and then click the Reset button.
    Reset button on the Advanced tab of Internet Properties
  4. If prompted, click OK and then close all other windows and programs.
  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 you can connect to the network, you are done.
    If you cannot connect to the network, continue to the next step.

Step 8: Resetting IP protocol settings to troubleshoot broadband Internet problems in Windows 8

Resetting IP protocol settings can sometimes solve broadband Internet problems. 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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