Network - Troubleshoot Wi-Fi

Problem

Computer is having Wi-Fi connectivity problems such as no Wi-Fi, weak Wi-Fi, or Wi-Fi that says connected but does not work.

Solution

Check the basics

1. Turn on Wi-Fi. Click the network icon in the bottom-right corner of the taskbar and make sure Wi-Fi is on.

2. Turn off Airplane mode. It should not be selected.

3. Make sure you joined the correct Wi-Fi network. If needed, disconnect and connect to the right network.

4. Restart your computer. After Windows starts again, test the connection.

See whether the problem is everything or just one app

1. Open a different website.

2. Try another browser, such as Edge or Chrome.

3. Open another work app, such as Outlook or Teams.

Disconnect and reconnect to Wi-Fi

1. Disconnect from Wi-Fi. In the Taskbar on your computer (lower right), click the network icon, select your Wi-Fi network, and choose Disconnect.

2. Wait 10 seconds.

3. Reconnect to the same Wi-Fi network.

4. If the password keeps failing, make sure Caps Lock is off. You can also forget the network and reconnect: Settings > Network & internet > Wi-Fi > Manage known networks.

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Run the Windows troubleshooter

1. Open Settings.

2. Go to System > Troubleshoot > Other troubleshooters.

3. Run Network and Internet. Follow the prompts on the screen.

Try these Windows fixes

1. Turn the Wi-Fi adapter off and back on. Go to Settings > Network & internet > Advanced network settings, select your Wi-Fi adapter, choose Disable, wait 10 seconds, then choose Enable.

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2. Install Windows updates. Go to Settings > Windows Update > Check for updates.

   1. Click on Advanced Options > Optional updates and select all available updates. Then check for updates again.

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3. If IT asks you to, use Network reset. Go to Settings > Network & internet > Advanced network settings > Network reset, then restart the PC.

Restart Router and Modem

1. Restart your modem and router only if you are at home.

2. Wait about 30 seconds before turning them back on.

3. After they are fully online again, test Wi-Fi one more time.

Improve the Wi-Fi signal

1. Move closer to the router or wireless access point.

2. Move away from walls, large metal objects, or appliances if possible.

3. If you are on guest Wi-Fi, switch to the approved company or home network you normally use.

Advanced Troubleshooting (optional)

If you are comfortable with it, you can try the following.

1. Verify the device is obtaining an IP address (DHCP).

   1. Windows (Command Prompt)

      ipconfig /release ipconfig /renew

   2. macOS: System Settings > Network > Wi-Fi > Details > TCP/IP > Renew DHCP Lease.

2. Check for router configuration issues (advanced / if supported).

   1. Confirm the correct wireless bands/standards are enabled (2.4 GHz and/or 5 GHz).

   2. Review router DHCP/DNS settings for obvious misconfiguration.

3. Reinstall the Wi-Fi adapter driver (Windows, advanced).

   1. If driver corruption is suspected, uninstall the Wi-Fi adapter driver from Device Manager and reinstall (or reboot to allow Windows to reinstall automatically), then retest.

When to contact Helpdesk

• You still cannot connect after doing the steps above.

• Multiple users in the same location are affected.

• Your VPN will not connect.

• Your shared drives, printers, or internal apps still do not work.

• You keep seeing password, certificate, sign-in, or proxy errors.

What to tell Helpdesk

If you still need help, include the details below in your ticket or chat message.

• Connection type: Wi-Fi or Ethernet

• Location: Office or remote

• What is not working: All websites, Outlook only, shared drive only, and so on

• Exact error message: Copy the full message or attach a screenshot

• Other devices: Say whether your phone or another computer works on the same network

• What you already tried: Restarted PC, reconnected, ran troubleshooter