Why can’t I connect to a network?

A lot of variables are involved when you connect to a network: cables, network adapters, drivers, and routers. So troubleshooting network connection problems can be challenging. This article can help you find and fix problems with wired (Ethernet) and wireless (Wi‑Fi) network connections. Some common problems are:

  • A wireless network adapter switch is turned off

  • Airplane mode is turned on

  • Disconnected or improperly connected cables

  • Incorrect WEP, WPA, or WPA2 security keys or passphrases

  • Mismatched wireless standards

  • Missing updates

  • Incorrect network connection settings

  • Damaged or incompatible drivers

  • Hardware or software problems

Follow the steps in these sections to try to solve the problem, and then try connecting after each one. If the problem still occurs, move on to the next section.

Use an automated troubleshooter

An automated troubleshooter can find and automatically fix some common networking problems. Run the Network troubleshooter first, and then test your network or Internet connection to see if the problem has been fixed. If it doesn't fix the problem, try the rest of the automated troubleshooters.

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To open the Network troubleshooter

To open the Internet Connections troubleshooter

If you can't connect to the Internet or get to a particular website, there might be a problem with your Internet connection. Try using the Internet Connections troubleshooter to fix the problem.

To open the Network Adapter troubleshooter

There might be a problem with your PC's network adapter. Try using the Network Adapter troubleshooter to fix the problem.

Suggested solutions

If running a troubleshooter didn't solve the problem, look for the problem and corresponding solution in the following table.

ProblemPossible solutions

I can’t connect anymore because the network security key changed.

First, try to connect to the network. On the error message that appears, tap or click Forget network. Then connect to the network again, enter the new network security key or passphrase if requested, and then click OK.

I can't connect to a home network.

If running the Network troubleshooter didn't help, here are some other things to check:

  • Make sure the router and cable or DSL modem are turned on.

  • If you're using a wired connection, make sure the network (Ethernet) cable is inserted into the network adapter in your PC. Each end of a network cable looks like this:

    A network (Ethernet) cableA network (Ethernet) cable

  • If you're using a wired connection, make sure the network cable isn't defective. You can test this by using a different cable that you know works properly.

  • Make sure the cable is connected to the correct port on the router. It shouldn't be connected to the "uplink," "Internet," or "WAN" port. In addition, some routers turn off the port next to the uplink, Internet, or WAN port, so try using a different one.

  • If your PC has a wireless network adapter, Windows will automatically detect wireless networks that are nearby. To see a list of wireless networks that Windows has detected, follow this step:

    If Windows doesn't detect a network that you think is in range of your PC, see Why can’t I find a wireless network?

  • Make sure your router and the wireless network adapter in your PC will work together. To work, the network adapter in your PC must use a wireless standard that is equal to or older than the router’s wireless standard. For example, if the network adapter in your PC uses the 802.11n wireless standard (also called Wireless-N) but your router uses 802.11g, (also called Wireless-G), you won't be able to connect because the Wireless-G standard is an earlier version and doesn’t recognize Wireless-N. However, if the router uses Wireless-N but the adapter in your PC uses Wireless-G, you should be able to connect if the router is set to mixed mode, since Wireless-N works with some or all of the earlier standards (802.11a, 802.11b, and 802.11g).

  • Many laptops and tablets have a wireless switch on the front or side of the PC. If your PC has a switch, make sure it's turned on. Some PCs also use a function key combination to turn the switch on or off. Check the info that came with your PC for details on locating the wireless switch.

  • Make sure airplane mode is off and Wi‑Fi is on.

    To make sure airplane mode is turned off and Wi‑Fi is turned on

    1. Swipe in from the right edge of the screen, and then tap Settings.
      (If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then click Settings.)

    2. Tap or click the wireless network icon (The wireless network icon ).

    3. Make sure Airplane mode is set to Off and Wi‑Fi is set to On.

  • Use Device Manager to verify that your network adapter is working correctly.

    To check your network adapter

    1. Swipe in from the right edge of the screen, and then tap Search.
      (If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then click Search.)       ‌

    2. Enter Device Manager in the search box, and then tap or click Device Manager.‌ Administrator permission required You might be asked for an admin password or to confirm your choice.

    3. Double-tap or double-click Network adapters, press and hold or right-click your adapter, and then tap or click Properties.

    4. Under Device status, check to see that the device is working properly.

  • The network adapter driver might not be working properly. Download and install the latest version of the driver from the manufacturer's website.

  • Clear the DNS resolver cache.

    To clear the DNS resolver cache

    1. Tap or click to open Command Prompt.

    2. Type ipconfig /flushdns, and then press Enter.

  • For advanced info about troubleshooting wireless network problems, see A Support Guide for Wireless Diagnostics and Troubleshooting.

I need to connect to a hidden wireless network.

A hidden wireless network is a wireless network that isn't broadcasting its network ID (SSID). Typically, wireless networks broadcast their name, and your PC “listens” for the name of the network that it wants to connect to. Because a hidden network doesn’t broadcast, your PC can't find it, so the network has to find your PC. For this to happen, your PC must broadcast both the name of the network it's looking for and its own name. In this situation, other PCs “listening” for networks will know the name of your PC as well as the network you’re connected to, which increases the risk of your PC being attacked.

If you still want to connect to a hidden network despite the risks, you'll need to gather some info from the wireless router first.

  1. Gather the following info:

    • Network ID (SSID), which is the name that would typically appear in the list of available networks

    • Type of security (WPA, WPA2, WEP, or 802.1X)

    • Type of encryption

    • Security key

  2. Tap or click to connect to a network.

  3. Tap or click Hidden network, tap or click Connect, and then enter the network info.

    The network will be added to your list of networks and will be available to connect to in the future when your PC is in range of the network.

I can't connect to other PCs on my home network.

Turn on the Find devices and content slider.

Follow these steps on your PC and on any network PC running Windows 8.1 or Windows RT 8.1 that you want to connect to. Do this only if you know and trust the people and devices on the network.

  1. Swipe in from the right edge of the screen, tap Settings, and then tap Change PC settings.
    (If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, click Settings, and then click Change PC settings.)

  2. Tap or click Network, tap or click Connections, and then tap or click your network connection.

  3. Turn on Find devices and content.

    Note

    Note

    It's usually not safe to turn this on if you're connected to a public network.

I can't connect to my workplace network from home (or another location).

Here are some things to try:

  • Make sure you entered the virtual private network (VPN) server name exactly as provided by your network administrator.

  • You must have an active Internet connection for a VPN connection to work.

  • If your modem is external, make sure the modem power is turned on.

  • Contact your network administrator to make sure you have the appropriate connection and domain permissions on the remote access server.

  • A VPN connection won't work with an active Winsock proxy client. Contact your network administrator to make sure the Winsock proxy client isn't enabled.

  • If you know the IP address (for example: 131.107.10.25) of a website, enter that address in the address bar of your web browser, and then press Enter. If this works, there's probably a Domain Name System (DNS) resolution problem. For assistance, contact your network administrator.

  • If you have special software that's required or installed by your workplace, it could be part of the problem. For assistance, contact your network administrator.

  • If you know the IP address (for example: 131.107.10.25) of your VPN server, enter that address for the VPN connection, and then press Enter. If this works, there's probably a DNS resolution problem. For assistance, contact your network administrator.

  • This could be a certificate problem. For assistance, contact your network administrator.

  • There could be a problem with the server you're trying to connect to. For assistance, contact your network administrator.

Note

Note

Windows RT 8.1 has built-in support for VPN. Third-party VPN software can also be installed on Windows RT 8.1 if it's available in the Windows Store. For help with third-party VPN software, contact the third-party VPN provider. For more info on VPN standards supported in Windows RT 8.1, see Windows RT 8.1 VPN.

My wireless connection isn't connected when my PC resumes from sleep or hibernation.

There are two possible causes:

  • Automatic connection is turned off for this network. The next time you connect to the network, select the Connect automatically check box.

  • When coming out of sleep or hibernation, your wireless network connection might not reconnect if the power options on your wireless adapter are set to a power-saving mode. Here's how to check or change your current power options.

    To check or change power options

    1. Tap or click to open Power Options.

    2. Next to your current power plan, tap or click Change plan settings, and then tap or click Change advanced power settings.

    3. Double-tap or double-click the Wireless Adapter Settings section, and then double-tap or double-click the Power Saving Mode section.

    4. If the Plugged in setting is currently anything other than Maximum Performance, tap or click it, and then select Maximum Performance.

    Note

    Note

    You can also set the On battery setting to Maximum Performance.

I need to find my network security key.

If your PC is already connected to the network, and you're looking for the security key so that someone else can connect to the network, you can find it in your network settings.

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To find your network security key in your network settings

  1. Tap or click to open Network and Sharing Center.

  2. Tap or click Change adapter settings.

  3. Press and hold or right-click the network name, and then tap or click Status.

  4. Tap or click Wireless properties, and then tap or click the Security tab.

  5. Select the Show characters check box.

If you're looking for the security key so that you can connect to the network, first check for a push button on the router. If you find a push button, press it and see if the router automatically adds your PC to the network. Some wireless router manufacturers set a default security key that you might be able to find on a sticker in the documentation or on the bottom of the router. If you still can't find it, you can open the wireless router settings webpage. This is where the security key is set up or automatically generated.

To find your network security key on your router settings webpage

  1. Connect your PC to the router using a network (Ethernet) cable.

  2. Open a web browser and enter the IP address for your wireless router into the search bar (for example, 192.168.1.1 or 172.16.0.0). You can find the default IP address in the documentation that came with your router.

  3. Enter the user name and password to open the router settings webpage. Most router documentation contains a default user name and password.

  4. On the router settings webpage, look for a wireless or wireless settings option. Depending on the router manufacturer, this might be a tab, icon, or option in a task pane.

  5. On the wireless settings page, look for a security or wireless encryption setting. The security key (sometimes called a network key, a passphrase, or a network password) should be listed nearby.

Note

Note

Different router manufacturers have different settings pages. If you can't find the router settings, contact the router manufacturer.

Windows reports that my connection is "Limited."

This means the PC has successfully connected to the router, but the PC wasn't assigned a valid IP address, so you can't actually get to the Internet. If you're connected to a home network, try restarting the router. If you're connected to a domain network or a public network, contact the technical support for that network.

Note

Note

You can only join a domain if your PC is running Windows 8.1 Pro or Windows 8.1 Enterprise.

Check your hardware

Many network connection problems are caused by hardware that isn't set up properly. Here's some info about how to check your cables, check or reset your modem, and check for problems with your network adapter.

Check the wireless switch (wireless networks only)

If you're using a tablet or laptop, make sure the network adapter switch or button is turned on. Many laptops have a physical switch somewhere on the top, front, or side that turns the network adapter on or off. There's usually an indicator light on the laptop that shows if the wireless network adapter is enabled. Tablets sometimes have a push button that controls this, with or without an indicator light.

Make sure all cables are connected properly

Loose or disconnected network cables, DSL or cable connections, telephone cords, USB cables, or power cables can cause network or Internet connection problems. Check all of these connections to make sure they're properly connected. This section mainly applies to wired networks, but if you're trying to connect wirelessly to your own home wireless network, you should check the modem and cabling to the modem as described in the following sections.

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To check DSL Internet connections

  1. Check the phone line that runs from your phone jack to the phone line port on the DSL modem.

  2. Check the network cable that runs from the Internet connection on the DSL modem to the network adapter on your PC.

  3. Make sure the DSL modem is plugged into a power outlet and it's turned on.

  4. To avoid dropped Internet connections, make sure all phones that are connected to the same line as the DSL modem are connected to a DSL phone line filter.

To check cable Internet connections

  1. Check the coaxial cable that runs from the wall to your cable modem.

  2. Check the network cable that runs from the cable modem to the network adapter on your PC.

  3. Make sure the modem is plugged into a power outlet and it's turned on.

To check dial-up Internet connections

  1. Check the phone line that runs from your wall to the phone port on your PC's modem.

  2. Make sure call waiting is turned off on your phone line when you connect to the Internet so that incoming calls don't disconnect the Internet connection.

To check USB network adapters

If the cable that connects an external modem to your PC is a USB cable, you must perform some additional checks.

  1. If the modem is attached to the PC using a USB hub, try to bypass the USB hub by plugging the cable from the modem directly into one of the USB ports on your PC.

  2. If the modem is plugged into one of the ports on the front of a desktop PC, try plugging the USB cable into one of the ports on the back of the PC instead. Some PCs don't provide sufficient power to the front USB ports. This can create problems with the connection to the modem.

If you’re having trouble determining the correct way to connect a cable, check the documentation that came with the modem, the network adapter, or the PC. If you made any adjustments to the cable connections, test for an Internet connection before going on to the next step. To test for an Internet connection, open your browser and try to get to a website that you know exists.

Check the indicator lights on your modem

Check the indicator lights on your modem or Internet connection device (this can be a modem, a modem and a wireless router, or a combined router-modem device). Most of these devices have an indicator light that's labeled "Broadband link," "Internet," "Online," or something similar that indicates a connection to the Internet. If you're unsure, refer to the documentation that came with the device.

Restart the modem

To update the settings on the modem or the router, restart the modem. This creates a fresh connection to the Internet service provider (ISP). Use one of the following methods to restart the modem, following the steps for your type of modem.

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To restart an external modem

  1. Disconnect the cable that connects your PC or router to the modem. This can be either a USB cable or a network (Ethernet) cable.

  2. Turn off the modem using the power switch on the front or back of the modem. If the modem doesn't have a power switch, disconnect the power cord from the back of the modem, or unplug it from the wall.

    Some modems have a backup battery that prevents the lights from going out. For this type of modem, press and quickly release the reset button. If you don't see a reset button, remove the battery instead.

  3. Wait several minutes, and then turn on the modem and reconnect the cable from the PC or the router to the modem.

  4. Restart your PC by swiping in from the right edge of the screen, and then tapping Settings.
    (If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then click Settings.)

  5. Tap or click Power, and then tap or click Restart.

  6. Test your connection to see if you can get to the Internet.

To restart an internal modem

  1. Restart your PC by swiping in from the right edge of the screen, and then tapping Settings.
    (If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then click Settings.)

  2. Tap or click Power, and then choose Restart.

Verify that your network adapter is working

Use Device Manager to verify that your network adapter is working correctly.

To check the network adapter

  1. Swipe in from the right edge of the screen, and then tap Search.
    (If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then click Search.)     ‌

  2. Enter Device Manager in the search box, and then tap or click Device Manager.‌ Administrator permission required You might be asked for an admin password or to confirm your choice.

  3. Double-tap or double-click Network adapters, press and hold or right-click your adapter, and then tap or click Properties.

  4. Under Device status, check to see that the device is working properly.

  5. If the network adapter is disabled, tap or click Enable Device to enable it.

    Note

    Note

    If the network adapter isn't working properly, you might need to download and install the latest driver for it. (If you received an installation disc with the network adapter or with your PC, the driver might also be on the disc.)

    If you're still having problems finding the latest driver for your hardware, go to "To download and install a driver" in the "Update drivers" section of this article.

Update drivers

A network adapter driver is software used by your PC to communicate with your wireless network adapter. Outdated, incompatible, or damaged network adapter drivers can prevent network connections or cause intermittent disconnections.

If you recently upgraded from one version of Windows to another, it's possible that the current network adapter driver was designed for the previous version of Windows. If you've had recent power outages, viruses, or other PC problems, it's possible that the driver has become damaged. Windows Update automatically downloads and installs recommended updates. Installing any important, recommended, and optional updates can update system features and other software that might help to fix your network connection problems.

To update the driver using Windows Update

  1. Open Start by swiping in from the right edge of the screen and then tapping Start. (Or, if you're using a mouse, point to the lower-left corner of the screen, move your mouse all the way into the corner, and then click Start.)

  2. Tap or click Search, enter Windows Update, and then tap or click Windows Update. Administrator permission required You might be asked for an admin password or to confirm your choice.

  3. Tap or click Check for updates.

    If there are any available updates, tap or click the links to see more info about each update. Windows Update tells you if an update is important, recommended, or optional. Each type of update might include drivers.

  4. On the Select the updates you want to install page, look for updates for your network adapter, select the check box for the driver that you want to install, and then tap or click OK.

    There might not be any available driver updates.

  5. On the Windows Update page, tap or click Install updates. Administrator permission required You might be asked for an admin password or to confirm your choice.

    Windows Update will tell you if the updates were successfully installed.

Note

Note

Restart your PC after installing hardware drivers.

Here are two other ways to find and install a driver:

Note

Note

On PCs running Windows RT 8.1, Windows Update automatically updates drivers. You can’t directly install other drivers from manufacturers.

  • Install software from the device manufacturer. For example, if your PC or network adapter came with a disc, that disc might contain software that installs a driver for the network adapter.

  • Download and install the driver yourself. You can search for a driver on the manufacturer's website. Try this if Windows Update can't find a driver for your network adapter and the adapter didn't come with software that installs a driver.

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To download and install a driver

If your PC can't connect to the Internet, you'll need to download a driver on a different PC and save the driver to a USB flash drive so you can install it on your PC.

Driver updates are often available on the adapter manufacturer's website. To locate the driver, follow these steps:

  1. Find the manufacturer and model name or number of your network adapter.

  2. Go to your manufacturer's website to locate and download the latest driver for your network adapter.

  3. If you find an updated driver, follow the installation instructions on the website.

Most drivers install automatically after you download them. You can usually double-tap or double-click the file to begin the installation, and then the driver installs itself on your PC. Some network adapters have drivers that you need to install manually.

To manually install a driver

Here's how to install a driver that doesn't install automatically.

  1. Swipe in from the right edge of the screen, and then tap Search.
    (If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then click Search.)     ‌

  2. Enter Device Manager in the search box, and then tap or click Device Manager.‌ Administrator permission required You might be asked for an admin password or to confirm your choice.

  3. Double-tap or double-click Network adapters, press and hold or right-click your adapter, and then tap or click Properties.

  4. Tap or click the Driver tab, tap or click Update Driver, and then follow the instructions. Administrator permission required You might be asked for an admin password or to confirm your choice.

For info about network adapters that are compatible with Windows, go to the Compatibility Center on the Windows website.

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