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Troubleshooting Internet Connectivity in Windows XP Jeff Nemecek Technical Lead Consumer Support Organization Microsoft

Troubleshooting Internet Connectivity in Windows XP Jeff Nemecek Technical Lead Consumer Support Organization Microsoft Corporation Troubleshooting Tools Troubleshooting Internet connectivity relies on the following tools: Device Manager Modem diagnostics Network diagnostics Ping

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Troubleshooting Internet Connectivity in Windows XP Jeff Nemecek Technical Lead Consumer Support Organization Microsoft

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  1. Troubleshooting Internet Connectivity in Windows XPJeff NemecekTechnical LeadConsumer Support OrganizationMicrosoft Corporation

  2. Troubleshooting Tools • Troubleshooting Internet connectivity relies on the following tools: • Device Manager • Modem diagnostics • Network diagnostics • Ping

  3. Key Components • Connectivity device • Network connections • TCP/IP and DNS • Applications

  4. Connectivity Device • Identify device type: • Analog modem • DSL/cable modem • Other connections • Type of connection determines troubleshooting • In all cases: • Obtain updated drivers • Check the Hardware Compatibility List: http://www.microsoft.com/hcl

  5. Analog Modem • Ensure that the modem is installed properly • Device Manager • Modem Diagnostics • Configuration: • Phone number • Dial settings • Search for errors in the Knowledge Base

  6. DSL/Cable Modem • Determine connection method • Internal adapter? • External device connected through USB? • External device connected through network adapter? • Ensure that device is listed properly in Device Manager • Determine if PPPoE is needed • Clue is username and password

  7. Other Connections • Satellite connections • Troubleshooting is similar to DSL/cable • Behaves like a network adapter • LAN connections • Check for proxy server • ISDN connections • Behaves like a modem • Special configuration requirements

  8. Network Connections • Connection types: • Broadband (PPPoE) • Dial-up • Internet gateway (ICS) • LAN or high-speed Internet • Check the status of each connection • Red X? • Grey?

  9. Connection Properties • Properties for connection • Components in use • “Connect using” device • For PPPoE: • Check username and password • Test with new connection • For dial-up: • Check username and password • Check phone number and dial settings • Test with new connection

  10. TCP/IP and DNS • Most configurations use automatic addressing • If static, use address information provided by the ISP

  11. Check Configuration • Connection status • Support tab provides address information

  12. Check Configuration (2) • IPCONFIG/ALL - Command to display addressing

  13. Network Diagnostics • In Help and Support Tools • Tests connectivity to key addresses in the configuration • Check for: • Ping own IP • Ping default gateway • Ping DNS server • Ping mail server

  14. Network Diagnostics Details • Drill down on failures • Use information to determine steps • In this case, DNS configuration

  15. Manual Testing • You can also use ping to test manually • Ping IP addresses • Ping names (e.g. www.yahoo.com)

  16. Errors in TCP/IP • No option to uninstall/reinstall • Recourse if something has damaged the TCP/IP stack: • Reset TCP/IP:netsh int ip reset c:\resetlog.txt • Resetlog.txt shows actions taken to reset • Can recover from improperly configured TCP/IP protocol settings

  17. Applications • Microsoft® Internet Explorer • E-mail • Firewall products

  18. Internet Explorer • “The page cannot be displayed” • Check for a detailed message • Check proxy settings • Under the Tools menu, click Internet Options, and then click the Connections tab • Log on with another user account and test

  19. E-mail Applications • Test to ensure that other applications can connect • Check server settings • Verify connectivity to server: • Network diagnostics • Ping mail server

  20. Firewall Products • When troubleshooting Internet connectivity: • Turn off Internet connection firewall • From the Network Connections folder, right-click the connection, click Properties, and click the Advanced tab • Uninstall other firewall software • Disabling is often not sufficient to turn off all components • Once connectivity has been restored, reinstall and enable

  21. Resources • Help and Support in Windows XP • Product Support Services http://support.microsoft.com

  22. Thank you for joining us for today’s Microsoft Support WebCast. For information about all upcoming Support WebCasts and access to the archived content (streaming media files, PowerPoint slides, and transcripts), please visit: http://support.microsoft.com/webcasts/ We sincerely appreciate your feedback. Please send any comments or suggestions regarding the Support WebCasts to feedback@microsoft.com and include “Support WebCasts” in the subject line.

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