Scott Jernigan
You already know that your computer can fail in many spectacular ways. Parts break, wear out, malfunction, and so on. When something goes wrong, you look through your computer's hardware and software to find the problem and fix it. It doesn't take long to sniff out the problem.
Once you connect to a network or the Internet, however, that puzzle stretches beyond your PC into other rooms, buildings, countries, and even continents. Finding the missing or broken piece takes more than just looking at your own PC. You need to step back and see the whole puzzle.
In this lesson, you'll learn how to track down network and Internet connection problems. First, I'll discuss how to fix network connections for wired and wireless networks. Next, I'll teach you how to share files with other computers. Finally, I'll explain the best way to investigate Internet connection issues.
Note
A lot of network and Internet issues go beyond the scope of this course. I'll introduce you to some of the basic steps you can take to try to repair your network or Internet connection. Keep in mind, however, that networks are complicated. If you can't fix it yourself, don't be afraid to ask someone else for help.
Move on to Chapter 2 to start troubleshooting networks.
Before we dive into the deep end of Internet connections, let's start with something a little smaller: local area networks.
A simple LAN usually includes a few computers (desktops and laptops), all connected to a central device like a hub, switch, or router. They connect using wires or radio waves. With so few pieces, it shouldn't be hard to track down the source of the problem. I'll first discuss wired networks, and then we'll look at fixing wireless networks.
Wired networks, compared to wireless ones, require very little configuration and rarely stop working once you set them up. While many people don't like running cables from PC to PC and room to room to make a network, it does have the advantage of being incredibly reliable.
Before checking anything special or calling your local psychic, make sure that each Ethernet cable is firmly connected to its port. The connectors can appear to be inserted fully without actually making the necessary contact for a data connection. Try pulling the Ethernet connector out of the port and reinserting it. The connector makes a satisfying click when it connects to the port.
Both your motherboard's Ethernet port and your central hub, switch, or router use a set of lights to indicate the status of a network connection. On a desktop PC, you'll need to crawl around to the back to find the Ethernet port and its lights. These lights vary in number and color. Some change colors depending on the state of the connection, while others simply turn on and off. Depending on the manufacturer and the device, each light can mean different things.
Most Ethernet devices include at least a link light and an activity light.
A link light, when lit, means that your device can connect to whatever's at the other end of the Ethernet cable. This light shouldn't blink or flash. If it does, something's wrong with your connection.
The activity light turns on whenever you send or receive data over the network. Here, blinking or flashing means that the network device works properly.
While link and activity lights make a good starting point for your troubleshooting investigation, you shouldn't stop there. These lights can lie. If you find that the link light remains lit but you can't send or receive files, ignore the light.
Also, check multiple computers attached to the hub. If both the hub's and another computer's lights work, something on your computer has failed. If the lights on multiple PCs don't light up, then focus on the hub.
Next, make sure you've installed your NIC's drivers. (NIC means network interface card, remember?)
Open the Start menu, type Device Manager into the Start Search bar, and press ENTER. Click on the tiny arrow next to Network adapters to see a list of network devices in your computer. Right-click on your device and select Properties. Click on the Driver tab to see if a driver has been installed.
If your machine has a driver, it may need updating. If you can't get online with your own PC, you might need to borrow one from a friend or coworker. Download the most up-to-date driver for your device, and then copy it to a disk or a thumb drive. Take it back to your computer and install it.
If you still can't find any obvious errors or problems and new drivers don't work, you may need to start replacing parts. Ethernet cables, while not exactly fragile, can go bad over time. You can find cheap replacements online (if you can get online on another computer) or at your local computer parts store.
You'll learn the details of opening your PC's case and replacing hardware in later lessons. Just make sure you know how to narrow down the possible suspects when troubleshooting wired networks.
Wireless networks provide a lot of flexibility compared to wired networks, but they also cause a few new headaches. Everything I said about wired network troubleshooting applies to wireless networks: check link and activity lights, try re-plugging in parts, and try any known-good parts you have available. Wireless components, however, also have a few more settings you need to check out.
You already know about interference affecting a wireless network's radio signals. If you have a bad or spotty connection, look at the things near your wireless components. Try moving your computer or its wireless antenna.
If you use a USB wireless adapter, the antenna is built in, so you can really only move the whole computer or move whatever blocks the signal. Also, keep in mind the range of your wireless devices. You might need to move your PC or antenna closer to the wireless access point to get a stronger signal.
If you put your PC next to a wireless access point and it still won't connect, make sure you're connecting to the right one. I know it sounds silly, but Windows doesn't know the difference between the WAP in your living room and the one across the street, especially if neither one has a password securing it. I can't tell you how many times my wireless devices have tried connecting to someone else's network.
To change which network you connect to, find the wireless network icon in the notification area. Select your network from the list of available networks. (You'll need to know the name of your network; the default name is usually the brand name for the WAP or router.) Click Connect. If you've protected your network with a password, you'll need to type that in.
Tip
How about one more quick fix? Some laptops use a physical switch (usually on the side) to turn on and off your wireless NIC. Make sure you turn it on when you want to connect.
Now that you have a handle on troubleshooting the physical network components, you need to understand how to set up your networked systems to share resources. Find out how to do just that in Chapter 3.
People network their computers so they can share resources—whether that means swapping files, using printers, or sharing an Internet connection. Sharing files over a network enables you to do a lot of cool things. If you use more than one computer, you can share your Documents folder. This would enable you to work on your documents, spreadsheets, and so on from any computer on the network.
As cool as this may seem, networks don't just happen, and files don't share themselves. You'll need to do some work to get everything operational.
When you connect your computer to a wired or wireless network, you might have trouble finding shared files, even if you already have some configured for sharing. Windows 7 and Vista take the shotgun approach to file sharing, going beyond any one single tool. This can help you, since you have multiple paths to success, but it can also seem confusing and complex. Let's unravel the small mystery that is Windows file sharing.
Windows 7 introduced homegroups, arguably the easiest method of sharing files. While most file-sharing methods require properly configured user accounts, passwords, permissions, and so on, homegroups connect computers using a single password.
Homegroups can't help you if you don't have Windows 7, but you should still read through this next section. You never know what OS you'll find when you walk up to someone else's computer.
Here's how it works: One computer on a network creates a homegroup and generates a password. Every other computer on that network can join that homegroup—if the user enters the password on that computer—and designate a set of libraries to share with everyone else. (I'll elaborate on libraries in a moment.) Then anyone in the homegroup can access any of the files in those libraries.
By default, homegroups share libraries, not individual files or folders.
Let's make a homegroup and watch all this work.
Start by accessing the HomeGroup Control Panel applet. If you can't see this applet, set your Control Panel view to Small or Large icons.
We need to establish a few ground rules for homegroups. First, you need to use Windows 7. You can't use homegroups on a domain (a special type of Windows network—if you're at home, you probably don't use one). You also need to have IPv6 capability (a network protocol—you probably do). Finally, a network can have only one homegroup.
Click on the Create a homegroup button to create a homegroup. You'll see another dialog box. Notice the five options: Pictures, Music, Videos, Documents, and Printers. The wizard leaves Documents unchecked by default, but go ahead and check all the libraries (and printers) you want to share.
Libraries group folders so you can easily access all files of a certain type. Most programs save files to the applicable library by default: documents to the Documents library, pictures to the Pictures library, and so on.
Click Next to see the homegroup's password.
Perhaps you've heard that you shouldn't write down passwords? Well, in this case, you might need to write it down. Because the password's so long, the dialog box even gives you a way to print it out!
Click Finish. You'll see this dialog box every time you click on the HomeGroup applet in the Control Panel.
Once you've started the homegroup on one computer, you can go to another computer and join it. Open up the HomeGroup Control Panel applet on another system, and click the Join now button. Enter the password, choose which libraries you want to share with everyone else, and you're in the homegroup! You can do this on every computer connected to this network.
Access the files shared through HomeGroup by opening Windows Explorer. On the left-hand side, you'll see HomeGroup listed beneath Libraries. To see what others are sharing, select the corresponding computer name. You can then open those libraries to see the shared folders.
The second method of sharing involves using the Windows File Sharing Wizard. While homegroups share pre-constructed libraries, the File Sharing Wizard helps you share individual folders with other users and groups on a network. It sounds simple, but experience has taught me that this method doesn't always work as advertised.
To share a folder, right-click on it and select Properties. Click on the Sharing tab, and then click on Share. From here, you can choose users to share files with. Either type the desired user's username into the box, or search for someone by clicking on the box's down arrow and selecting Find people.
To finish, pick a permission level for that user. This determines what each user can and can't do with your shared files and folders. You can set it to Read or Read/Write. Click on the Permission Level next to the user's name to change it.
If you add a user to this list and he or she still can't access your shared folder, try sharing your folder with everyone. If you share a folder with everyone and no one can access it, you might have a connectivity issue.
To find out, open the File Sharing Wizard as you did before, but instead of typing in a specific name, type in "Everyone" (or select it from the drop-down box) and press ENTER. This does exactly what it sounds like: shares that folder with everyone who connects to your computer.
If you use a secured network and connect to other computers you trust, then you shouldn't have anything to fear, but if you connect to a less secure network, you'll want to limit what you share with everyone.
Sharing files and folders proves just how handy networks can be, but there's a world's worth of networks beyond your own. The Internet awaits your connection—but what if you can't connect? When you're ready, move on to Chapter 4 to learn more about fixing troublesome Internet connections.
At first glance, connecting to a site using a browser seems like looking through a window: You type in an address, press ENTER, and arrive at your virtual destination. The experience, however, actually resembles a chain more than a window.
Typing in an address and pressing ENTER sends information from your computer to your router to your modem to your Internet service provider. From there, it heads out into the great Internet wilderness, where it travels between even more devices until finding the page you want and sending it to your browser.
I point this out not only because it's interesting, but also because it shows that being unable to connect to a site could be because of any one of dozens of problems. These problems could be located anywhere along the chain between you and the server hosting that site.
Today, however, I'll only walk you through fixing three of the most common Internet connection roadblocks:
When it comes to broadband Internet access, one fix rules them all: unplug the modem, then plug it back in. If you have a router, you should unplug that as well. Then plug it back in. Try accessing the Internet again. This fixes 98% of Internet connection problems.
If the New York Times site (nytimes.com) doesn't work, try a different one (google.com, bing.com, cheesecakefactory.com). If the other sites work, then the server that hosts the New York Times site might not be working.
Another possibility is that you or your browser might have placed the Web site on a blocked list that prevents you from visiting it. Sites on blocked lists usually contain malicious code that could attack your computer (you'll learn about these sorts of attacks in the next lesson). These attacks don't usually happen on the New York Times site, but you get the idea.
Make sure you check your connection to other sites before assuming that you can't access the Internet. If you can't access any sites, something might be wrong with your hardware.
Between your computer and the Internet stand one or more devices that enable you to connect to your ISP. If you use a dial-up connection, you probably only need to worry about the modem in your computer. If you use a broadband connection, you probably have an external cable or DSL modem. You might also connect to a wired or wireless network that connects to the modem via a router. Once you've determined which pieces of hardware you use, you need to make sure they're properly configured.
When troubleshooting an Internet connection, you should only need to check the hardware if you just installed everything and want to make your first connection to the Internet. Once everything works, it should keep working. I say "should," but this is PC troubleshooting. "Should" doesn't always apply.
Proper dial-up connection configuration mostly involves entering the correct phone number, user name, and password for your ISP. To check these, go to the Network and Sharing Center in the Control Panel and click Change adapter settings. Find your dial-up connection and double-click it. Check the user name and password boxes and make any needed changes. In the Dial box, make sure you've typed the correct phone number to dial.
If you need to further customize your connection using region codes or dialing rules, click on Properties. Check each option to make sure that it matches what your ISP specifies (each ISP has different required settings).
Broadband connection users actually have less to worry about (as long as you don't use a router). Most broadband providers send a technician to your house or office to install and configure the cable or DSL modem for you. Once connected to your PC, you should be able to go on the Internet.
If you can't connect to your broadband ISP, it's probably the ISP's fault. If they experience technical difficulties, you're out of luck until they fix it. You might be having a problem with the wired network connection between your PC and modem, but it's not as likely as your ISP going down. If you think you have a network problem instead of an Internet problem, review Chapter 2 for more details.
If you constantly get disconnected from your ISP and everything else checks out, try calling your ISP. You might have a malfunctioning modem that they can replace. If your entire block or neighborhood has the same problem, bothering them about it might get them to send a technician sooner rather than later.
Things grow complicated once you throw a router into the mix. A tiny computer itself, it needs to be set up to work with your PC and modem.
Most routers display their settings in a browser window. You'll need to check the documentation that came with your router to find out what address to type into the browser's address bar for the router settings page. Common addresses include 192.168.1.1 and 192.168.0.1. Once you've typed it in, press ENTER to open the router settings page.
If you can't connect to your router, you should refer back to Chapter 2 to find out what to do to connect to your network.
Every router manufacturer uses a different settings screen, so it'd be difficult to show you exactly what to look for. Fortunately, they all share some features. For instance, most router settings screens open to a status or overview screen. This screen usually includes (often in big, bold letters) an indicator showing whether the router can connect to the Internet. If it says that it can't connect, you'll need to do a little digging in the menus and your router's documentation.
Here's another place you can check the link lights. Both your router and modem should have some.
Here are some things to watch out for when configuring your router:
Let me give you an example: The ISP's technician used your laptop to configure your cable Internet, but you later installed a router. That router now needs the laptop's MAC address. Some routers will do this automatically; otherwise, you need to look for your MAC address on your computer and set it manually on your router.
To find your network card's MAC address, go to Start > Control Panel > Network and Sharing Center, and then click on the link next to Connections, under the Connect or disconnect link. On the status screen that pops up, click the Details button. You'll find your network card's MAC address listed as the Physical Address. Once you find your MAC address, go back to the router's settings screen, and find the screen where you can type it in.
I know some of this sounds complicated, but it really just breaks down into a few basic ideas. First, make sure your ISP hasn't experienced some technical problem that interrupts your service—you can't do anything about this, anyway. Second, follow the chain of devices from your computer back to your modem, and search for clues like link lights and status screens. Finally, if all else fails, try unplugging your modem and router and then plugging them back in. This sage wisdom really has saved countless Internet connections.
Once you think you have a handle on restoring an Internet connection, move on to Chapter 5 to review everything you've learned in this lesson.
Troubleshooting networks and Internet connections takes time and patience. You need to inspect multiple components and PCs to narrow down the source of the problem.
Today, you learned to spot problems with wired and wireless networks. Using the lights on Ethernet ports and hubs, you’ll be able to tell if you have a good connection. Also, make sure you eliminate as much interference as possible between your PC and your wireless access point. Once you’ve solved the physical issues, make sure you know how to share files and folders with your fellow network users—otherwise, why do you have a network at all?
If your Internet connection won’t cooperate, check every component between your PC and the outlet in the wall where your Internet comes in. You need to look at the settings on your computer or router and make sure you’ve set it up properly. Try accessing other Web sites; if none of them work, it’s your ISP’s fault. Most important, try unplugging your router and modem and then plugging them back in. It really does work in many cases.
Before moving on, though, check out all the other material available for this lesson—a quiz, an assignment, and the Supplementary Material and Frequently Asked Questions sections!
Are you afraid of diving into your router’s configuration screens and screwing something up? Then this is the site for you. Linksys (one of the most popular router brands, now owned by Cisco) keeps interactive simulations of their router configuration software on their site. It’s not very user-friendly—the site lists everything by model number. But if you can find your router, it’s a great practice tool, and it prevents you from messing up your router. Even if you don’t have a Linksys router, you’ll still find many similarities between these and other routers.
You can use this site to test the speed of your Internet connection. If you feel like your downloads or uploads go slower than usual, this site can give you numbers to back up that feeling. Just pick a server to connect to (the closer to your location it is, the faster it’ll be), and it measures your data transfer speeds. Slower or inconsistent speeds might indicate you have a connection issue, or it might just mean you’re still using dial-up.
A: Most people assume broadband users have a router because a lot of broadband users want to connect multiple devices to the Internet, which you can do easily with a router. You can, of course, skip the router and connect your PC directly to your cable or DSL modem. But then what do you turn to when you can’t get online?
Keep in mind that the router won’t fix your Internet connection. It’s just a really good tool for checking if something is wrong. If you don’t have a router, you don’t have to worry about it causing you any trouble. That said, try unplugging your modem and plugging it back in. I know I say that a lot, but as a beginning PC tech, it’s the most effective single action you can take. To people who don’t know that much about PCs, you’ll still look like a genius.
To practice using your router's configuration menus, try changing the name of your router. This change doesn't affect the operation of your router, but it helps you get a feeling for how configuring the router works.
If you don't have a router, check out LinksysOpens in new window to find a list of router software to practice with. Look for model number WRT54G, a popular one.
While you're looking through your router's menu, check the status screen. Do you have an Internet IP address? Are you connected to the Internet? (If you're reading this online, the answer to both questions is probably "Yes!")
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