Home networking guide Troubleshooting

No web access

If you can't get online from a PC on your wireless network, plug it into the router directly with an ethernet cable and try again. If you still can’t get online, the problem may be with your router’s configuration.

Double-check with your ISP that your broadband service is compatible with a wireless network, and that there are no compatibility issues with your brand of equipment. Also, ask whether your service requires any non-standard settings in the router’s configuration, for example, static IP addresses or PPoE (Point-to-point Protocolover Ethernet).

If this is the case, you'll need to open your router’s configuration software (see the Set up a wireless router section) and change some settings, following your ISP’s instructions.

Firewall issues

Some firewalls will block all IP addresses. This shouldn't affect your ability to connect to the internet, but it will prevent you sharing files or folders between PCs on a network.

If your firewall does this, as the Best Buy Zone Alarm does, you'll have to unblock each of your PCs’ IP addresses. Check the help section of your firewall to find out how to configure it for network use.

Ping pong

If you can access the internet, but have other network problems, try to isolate the problem by finding out if all your networked computers are visible to each other. You do this by ‘pinging’ – sending a message to an IP address and looking for a reply.

Pinging screen shot

To find out the IP address, go to Start > Run. Next type ‘command’ and press Enter, then type ‘ipconfig’ and press Enter. Do this on all your PCs.

Next, on one of your PCs, go to Start > Run again and type ‘command’ and press Enter, type ‘ping’ followed by a space, followed by the IP address of one of your other computers, then press Enter. 

You should now receive a series of replies from the computer you're pinging (as pictured). If you receive messages saying ‘request timed out’, there could be a problem with the network connection.

Try pinging the IP address from another PC on your network to work out which computer or computers aren't connected. Now check the cables and connections on any PCs with a problem. If that doesn't work, and you need expert help, your pinging results may help find the problem.

Tip 

There are many other possible reasons why your setup isn't working. But two good first ports of call are the Microsoft website for Windows-related problems, and the website or tech support line for the manufacturer of your networking kit. Consult them before making too many changes to your system.

Jargon buster

  • AirPort Apple’s name for Wi-Fi, standard on new Macs
  • Bluetooth A type of short range, wireless connection
  • Centrino A type of Intel processor that comes with Wi-Fi built in, and is found in many laptop computers
  • Configuration software Built in software that helps you set up a device on your PC and network, for example
  • DHCP (dynamic host configuration protocol) A way of naming devices on a network so they can access the internet
  • Encryption A way of coding information (data) so that only an authorised person or computer with the appropriate ‘encryption key’ can decode it
  • Ethernet Traditional technology used to build wired networks
  • Firewall Software (or hardware) that blocks unwanted communication from and often to the internet
  • FireWire A fast connection technology well-suited to transferring large amounts of data, such as video footage
  • Gateway A wireless router that has a built-in modem for accessing the internet
  • IP (internet protocol) address A numerical address that identifies your computer when it connects to the internet or network
  • Mbps (Megabits per second) A measure of the speed of data transfer
  • Media-streaming device A device that allows you to play music or show digital pictures or video from your computer on your hi-fi or TV
  • Network Two or more computers linked together so they can share resources such as files, printers and internet access
  • PCMCIA adaptor A card-like device that slots into a laptop to provide extra functions
  • PCI adaptor An adaptor that fits into one of the internal PCI expansion slots in a desktop PC
  • Router A device that directs ‘traffic’ (data) between computers and other equipment on a network, so that each computer can access the internet. They may be wired or wireless
  • SSID (service set identifier) A way of naming a wireless network, so you can distinguish it from others that are within range of your wirelessly-enabled devices
  • USB (universal serial bus) A system for connecting removable devices, including printers and wireless adaptors, to a PC
  • WEP (wireless encryption protocol) A wireless security protocol designed to protect your network and the data sent over it using encryption
  • Wireless bridge A device that plugs into the ethernet socket of peripherals such as games consoles to allow them to join a wireless network
  • Wi-Fi A technology that allows data to be transmitted wirelessly via radio frequencies, rather than cables. Different versions transfer data at varying speeds
  • Wizard A program within an application that shows you step-by-step how to perform a particular task
  • Workgroup A number of computers connected by a network so they can ‘talk’ to each other and share files
  • WPA (Wi-Fi Protected Access) A way of securing your network to prevent others getting access to it that is stronger than WEP (see above)
Which? works for you