Please supply the following info, exact make and models of the equipment please.
Name of your ISP (Internet Service Provider).
Make and exact model of the broadband modem.
Make and exact model and hardware version of the router (if a separate unit).
Make and exact model and hardware version of any other network equipment, like a repeater, a booster, hi-gain antenna, etc.
Model numbers can usually be obtained from the label on the device.
Connection type, wired or wireless.
If wireless, encryption used, (none, WEP, WPA, or WPA2)
Version and patch level of Windows on all affected machines, i.e. XP (Home or Pro), SP1-SP2-SP3, Vista (Home, Business, Ultimate), etc.
The Internet Browser in use, IE, Firefox, Opera, etc.
Please give an exact description of your problem symptoms, including the exact text of any error messages.
On any affected computer, I'd also like to see this:
Hold the Windows key and press R, then type CMD (COMMAND for W98/WME) to open a command prompt:
Type the following commands on separate lines, following each one with the Enter key:
PING 74.125.45.100
PING yahoo.com
NBTSTAT -n
IPCONFIG /ALL
Right click in the command window and choose Select All, then hit Enter.
Paste the results in a message here.
If you are on a machine with no network connection, use a floppy, USB disk, or a CD-RW disk to transfer a text file with the information to allow pasting it here.
Name of your ISP (Internet Service Provider).
Make and exact model of the broadband modem.
Make and exact model and hardware version of the router (if a separate unit).
Make and exact model and hardware version of any other network equipment, like a repeater, a booster, hi-gain antenna, etc.
Model numbers can usually be obtained from the label on the device.
Connection type, wired or wireless.
If wireless, encryption used, (none, WEP, WPA, or WPA2)
Version and patch level of Windows on all affected machines, i.e. XP (Home or Pro), SP1-SP2-SP3, Vista (Home, Business, Ultimate), etc.
The Internet Browser in use, IE, Firefox, Opera, etc.
Please give an exact description of your problem symptoms, including the exact text of any error messages.
- Have you tried to do a system restore to before the problem occurred?
- If you're using a wireless connection, have you tried a direct connection with a cable to see if that changes the symptoms?
- For wireless issues, have you disabled all encryption on the router to see if you can connect that way?
- For wireless connection issues, have you removed all the stored wireless network profiles and then searched for the network?
- For wireless laptops, have you made SURE the wireless switch is on?
- For wired connection issues, have you booted in Safe Mode with Networking to see if that changes the symptoms?
- Have you connected directly to the broadband modem to see if this is a router or modem/ISP issue?
- If there are other computers on the same network, are they experiencing the same issue, or do they function normally?
On any affected computer, I'd also like to see this:
Hold the Windows key and press R, then type CMD (COMMAND for W98/WME) to open a command prompt:
Type the following commands on separate lines, following each one with the Enter key:
PING 74.125.45.100
PING yahoo.com
NBTSTAT -n
IPCONFIG /ALL
Right click in the command window and choose Select All, then hit Enter.
Paste the results in a message here.
If you are on a machine with no network connection, use a floppy, USB disk, or a CD-RW disk to transfer a text file with the information to allow pasting it here.
