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Wi-Fi Not Connecting

A device can't join Wi-Fi, or joins but has no internet.

Windows 10 / 11 (with notes for Linux)about 3 min read

Symptoms

  • The Wi-Fi network is not listed, or "Can't connect to this network".
  • Connected but the icon shows "No internet" or a globe/exclamation mark.
  • Keeps disconnecting, or is very slow.
  • Repeated password prompts.

Before you start: find the scope

  • Is it one device or many? Does a phone on the same Wi-Fi work? Many devices failing points to the router / access point or the internet service, not the PC.
  • Is the user in a spot with poor signal?
  • Did anything change: new password, a moved router, a Windows update?

Steps

  1. Check the simple switches. Airplane mode off, Wi-Fi turned on (keyboard function key or Settings > Network & internet), and try another network (e.g. a phone hotspot) to see whether the adapter works at all.
  2. Restart the computer. If many devices are affected, restart the router/access point (only if it is yours to restart; in a workplace ask the network owner).
  3. Forget and rejoin the network: Settings > Network & internet > Wi-Fi > Manage known networks > select the network > Forget, then connect again and re-enter the password carefully.
  4. Run through the ping ladder in Command Prompt. Each step tests one more layer: 
    ipconfig
ping 127.0.0.1             (the PC's own network software)
ping <default gateway>     (the router; the address is shown by ipconfig)
ping 8.8.8.8               (the internet by IP address)
ping example.com           (the internet by name = DNS)
    • Gateway fails: Wi-Fi/local network problem.
    • 8.8.8.8 works but the name fails: DNS problem. Try ipconfig /flushdns.
    • An IP address starting with 169.254. means the PC didn't get an address from the router (DHCP). Try ipconfig /release then ipconfig /renew.
  5. Reset the network stack (administrator Command Prompt), then restart: 
    netsh winsock reset
netsh int ip reset
ipconfig /flushdns
  6. Check the adapter: Device Manager > Network adapters. If the Wi-Fi adapter is missing or has a warning icon, try Update driver or Roll back driver (Properties > Driver). Windows can also run its network troubleshooter (Settings > System > Troubleshoot > Other troubleshooters in Windows 11; Update & Security > Troubleshoot in Windows 10).
  7. Last resort: Network reset (Settings > Network & internet > Advanced network settings > Network reset). This removes all saved Wi-Fi networks and VPN adapters, so tell the user first.
  8. Common causes to rule out: wrong password, wrong date and time on the device, a captive-portal login page (open a browser and visit http://neverssl.com), MAC-address filtering on the router, or the device being blocked after too many failed attempts.

Linux quick checks: 

nmcli device status          # is the Wi-Fi device present and managed?
nmcli radio wifi on          # make sure Wi-Fi is enabled
nmcli device wifi list       # can it see networks?
rfkill list                  # is it blocked by software or hardware switch?
ip a                         # does wlan0 have an IP address?

Escalate when

  • Several users or devices lose Wi-Fi at the same time (network team).
  • The Wi-Fi adapter has disappeared from Device Manager even after a restart and driver reinstall (possible hardware fault).
  • You suspect a router/access point fault, a DHCP server problem or an authentication (802.1X / RADIUS) problem.
  • The device keeps being refused by a secured corporate network.

Ticket note template

Issue: Wi-Fi - cannot connect / no internet / drops
Scope: one device / several (who, where)
Network name: | Other devices OK? Y/N | Phone hotspot works? Y/N
ipconfig result (IP / gateway / DNS): 
Ping ladder: 127.0.0.1 [ok/fail] | gateway [ok/fail] | 8.8.8.8 [ok/fail] | name [ok/fail]
Actions: forgot network [Y/N] | release/renew [Y/N] | winsock/ip reset [Y/N] | driver [updated/rolled back/none]
Result: Fixed / Not fixed
Next step / escalated to:

View as Markdown

How to use this

  1. Search first. Type what the user is describing, like printer offline or locked out. The search reads the whole text of every runbook, not only the titles.
  2. Narrow it down if you want to. The topic links under the search box (Windows, Network, Accounts and so on) trim the list. Click one again, or pick All, to go back.
  3. Open a runbook and read down the page. Symptoms tell you if you are in the right place. Before you start lists the quick questions. Then work through Steps in order, simplest first.
  4. Know when to stop. The shaded Escalate when box lists the signs that it is time to hand the ticket on. If any one of them matches, stop and escalate.
  5. Copy the ticket note. The last section has a note template. Press Copy, paste it into your ticketing system, and fill in the blanks.
Words you will see
Runbook
A written set of steps for one kind of problem, so you do not have to work it out from scratch each time.
First-line support
The first person a user talks to. Fixes the common problems and passes the rest on.
Escalate
Hand a ticket to someone with more access or experience, with notes so they do not have to start over.
Scope
How many people or devices are affected. One laptop and the whole office are very different problems.
Ticket note
A short written record of what was reported, what you tried and what happened.

Why I built this

I'm a computer science student in Toronto and I'm looking for junior IT support and help desk roles. When I started practising troubleshooting, I noticed I knew a lot of individual fixes but not a calm order to try them in, or when to stop and hand a problem on.

So I wrote these twelve runbooks to put that in order for myself, and I built this site so they are easy to search and read. They come from public vendor documentation and common help desk practice. They are not copied from a workplace and they are not real tickets.

They are still a work in progress. If a step looks wrong or something is missing, I would like to know.