Internet down? Here's how to Determine if it is the Computer, Router or ISP

When the Internet is not working on a device it interrupts both work and communication. Network connectivity issues often happen when we least expect or have time for them so quickly determining the cause gets us back online faster. The following steps help differentiate local device problems from equipment problems and if the problem is related to the Internet Service Provider, or ISP. 

How to determine if the Internet being down is caused by the computer, router, or ISP

Verify the network adapter is enabled

For devices connecting wirelessly, verify the wireless adapter is enabled on the device and that it is connected to the correct wireless network. For devices using a wired connection, verify the network cable is securely attached to the computer. NOTE: Some laptops have physical buttons that can disable the wireless adapter, in addition to being able to control the network adapter via software settings. Be sure to check these as well.

To verify the network adapter is enabled, go to the network settings on the device. If the adapter is disabled, enable the appropriate wired or wireless adapter.

• On a Windows device:
• Open Control Panel.
• Select "Network & Sharing Center".
• Click "Change Adapter Settings".
  
  
  


• Right-click on an adapter listed and select "Enable" from the pop out menu.
• On a MAC device:
• Open System Preferences.
• Click on "Network".
• In the right panel next to status, click the button to "Turn Wi-Fi On".
• NOTE: On a device with an Ethernet jack, the button for enabling a wired connection will present differently but in the same location.
  
  
  

If the network adapter is enabled and the device is connected to the network, then the issue is caused by something else.

Ping the gateway

Once the network adapter is enabled, ping the local gateway to see if it is responding to your device. In most homes, the router supplied by the ISP is also the gateway device. A gateway is a device that passes all Internet traffic between devices on your network and the public Internet.

To run all of the following commands, you need to open a command prompt on a Windows device or a Terminal window on a MAC. From a Windows device, type "cmd" in search to open a command prompt. From a MAC device, open Launchpad and type "Terminal" and press enter to open a terminal window.

• On a Windows device:
• Type "ipconfig /all" to find the gateway address.
• Scroll up if necessary to locate the gateway IP address for the network adapter being used.
  
  
  


• Type "ping gateway IP address" where the IP address is the one found in the previous command.
  
  
  


• On a MAC device:
• Open System Preferences.
• Click on "Network".
• Select the adapter in the left.
• Click Advanced.
• Click on the TCP/IP tab.
• In Terminal, type "ping gateway IP address" where the IP address is the one found in advanced settings.

If the results display replies from the gateway IP address, then the gateway router is responding and the issue is caused by something else. If the results come back with the request timing out, then the issue is likely the gateway router. Start by rebooting the router. Once the router reboots and syncs up, check to see if the Internet works. If the Internet still does not work, ping the gateway again. If it continues to fail to respond, there may be a hardware failure with the gateway router.

Ping a public IP address
Once internal equipment has been tested and appears to be working, the next step is pinging an external public IP address. NOTE: Not all public devices respond to ping requests and many disable ping responses for security reasons. Use the IP addresses listed below for testing purposes as they are public DNS servers that also respond to ping requests.

On a Windows or MAC device, ping 4.2.2.2 or 8.8.8.8. If replies come in, the issue is not the ISP but could be a DNS issue. If the results come back with the request timing out, then the ISP is likely down. Contact the ISP to report/verify an outage in your area and find out the anticipated time it will be back up.

Ping a public DNS server
If the ping requests sent to the public IP addresses replied back, it is possible DNS is causing the issue. DNS stands for Domain Name System and is responsible for translating IP addresses like 8.8.8.8 to web domains. Every time a web domain is typed into a web browser it is translated into an IP address which is the unique location for where that website server is hosted. 

On a Windows or MAC device, ping either Google.com or Bing.com. If replies come in, it is possible there is a browser issue. Try using another browser to get to the Internet. If the response comes back that the request timed out, then DNS is causing the issues.

If DNS is the issue:

• Verify the settings for the network adapter on the device are set to automatic. NOTE: This is the default but it is possible for this setting to be changed.
• If DNS is already set to auto, try manually entering one of the IP addresses of the public DNS servers listed above to see if it fixes the issue.
• Verify the DNS settings on the gateway router are auto or change them to one of the public DNS servers listed above to see if it fixes the issue.

If all else fails, contact your ISP for assistance!

Using a device when the Internet is not working correctly can be frustrating and reduce effectiveness. Not everything accesses the Internet, but many things we do today require a connection to operate normally. When network issues occur, start with the most basic troubleshooting tasks first such as checking to make sure the network adapter is enabled and/or connected to the correct wireless network. Strategically going through the steps above is the most efficient way to determine what the cause of the issue is, and will help get you back online faster.

As always, knowing where to start and how to fix something yourself is rewarding and often faster than calling for help!

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