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HP PCs - Troubleshooting Wired Home Networks (Windows 8)

This document is for HP and Compaq PCs with Windows 8 using a wired local area network (LAN).
Use the steps in this document to troubleshoot wired home network issues in Windows 8. Test the network connection after performing each step. If the problem is not fixed, continue to the next step.
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.

Step 1: Completing the network connection checklist

Use the checklist to solve many problems with home networks in Windows 8:
  • Check all of the network cables and wires. A loose or disconnected cable or wire prevents a network connection and Internet access. Check these connections:
    • Network cable from the modem to the network hub (or router).
    • Network cable from the network hub to the RJ-45 network port on the computer.
      Shape of RJ-45 connector
    • Network cable between two computers.
  • Check the lights on the network hub. The lights can often indicate the location of a connection problem.
  • If you are trying to connect to another computer on the network, make sure the computer is turned on.
  • Check the firewall settings on all the computers on the network. The firewall settings might be preventing network access.
After performing the items in the checklist, try to connect to the network.
  • If you do not experience further problems with the network, you are done.
  • If you still experience problems with the network, check the network status.

Step 2: Checking the network status in the Network and Sharing Center

Use the Network and Sharing Center to check the network status and to connect to a network manually in Windows 8:
  1. At the Start screen, type Control Panel to open the Search charm, and then select Control Panel in the Search results.
    Image of search results for Control Panel
  2. Click View network status and tasks.
    Image of Control Panel
  3. Check the View your active networks section at the top of the page. If the computer is not connected to a network, the Network and Sharing Center displays the message: You are currently not connected to any networks.
    Image of Network and Sharing Center
  4. If you are not connected to a network, perform the steps in the network connection checklist to check the cables and hardware.
  5. If you are still not connected to a network, click Set up a new connection or network, and then click Connect to the Internet.
    Image of the Set Up a Connection or Network window
  6. Click Broadband (PPPoE).
    Image of the Connect to the Internet window
  7. Enter the User name and Password for the network connection, give the connection a name, and then click Connect.
  • If you do not experience further problems with the network, you are done.
  • If you still experience problems with the network, enable network discovery and file sharing.

Step 3: Setting advanced sharing options

Windows 8 enables you to set up network discovery and file sharing across the network. Enabling network discovery and file sharing sometimes fixes network problems. To set the advanced sharing options and turn on network discovery in Windows 8:
  1. At the Start screen, type Control Panel to open the Search charm, and then select Control Panel in the Search results.
    Image of search results for Control Panel
  2. Click View network status and tasks.
    Image of Control Panel
  3. Click Change advanced sharing settings.
  4. Select Turn on network discovery, and then Turn on file and printer sharing.
    Image of the Advanced sharing settings window
  5. Click Save changes.
  • If you do not experience further problems with the network, you are done.
  • If you still experience problems with the network, use the Windows 8 diagnostic and troubleshooting tools.

Step 4: Using Windows 8 diagnostic and troubleshooting tools

Windows 8 includes a network diagnostic tool and a network troubleshooter. Both tools help to identify network problems and provide possible solutions.

Step 5: Reinstalling the network adapter software in Device Manager

Network problems might be caused by an issue with the network adapter. To reinstall the network adapter in Windows 8 Device Manager:
  1. At the Start screen, type Device Manager to open the Search charm, and then select Device Manager in the Search results.
    Image of search results for Device Manager
  2. Double-click the Network adapters category.
    Image of Device Manager window displaying 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 has 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 to connect to the Internet.
  • If you do not experience further problems with the network, you are done.
  • If you still experience problems with the network, update the network drivers.

Step 6: Updating the network drivers

Network problems might be caused by outdated network drivers. Using a computer that has Internet access, check the HP Web site 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 to download and install the latest driver for your hardware:
  1. To check for an updated network driver, go to the HP Customer Support - Software and Driver Downloads page to see if there is an updated network driver available. 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.
  2. From the list of available software and driver categories, find the driver you are looking for, click the category name, and then click Download.
  3. Download and install the update according to the instructions on the download page.
  4. When done, restart the computer, and then try to connect to the Internet.
For more information about downloading software, see Downloading or Updating Software and Drivers for HP Computers.
  • If you do not experience further problems with the network, you are done.
  • If you continue to experience problems with the network, use Microsoft System Restore.

Step 7: Using Microsoft System Restore

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 a time when the Internet connection was working properly. For more information, refer to Using Microsoft System Restore (Windows 10, 8).
When you have restored your computer, try to connect to the Internet again.
  • If you do not experience further problems with the network, you are done.
  • If you still experience problems with the network, use HP System Recovery.

Step 8: Using HP System Recovery

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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