To troubleshoot Ethernet problems, follow the steps below:
Note: Some of the steps may not apply to your computer.
Visit the Networking Support home page for the latest drivers, files, and troubleshooting information.
Verify that no error messages are received during boot up and initialization. Record and investigate all error messages received.
Verify that TCP/IP is configured properly and bound to the adapter:
Open a command window.
At a command prompt, type C:\ping 127.0.0.1. Press Enter. You should receive the following message:
Reply from 127.0.0.1: bytes=32 time<10ms TTL=128 Reply from 127.0.0.1: bytes=32 time<10ms TTL=128 Reply from 127.0.0.1: bytes=32 time<10ms TTL=128 Reply from 127.0.0.1: bytes=32 time<10ms TTL=128
Ping statistics for 127.0.0.1: Packets: Sent=4, Received=4, Lost=0 (0%loss), Approximate round trip times in milli-seconds: Minimum =0ms, Maximum =0ms, Average =0ms
Verify that there are no conflicts in Device Manager for any devices To open Device Manager:
i)If Windows XP, right-click on My Computer. ii)If Windows 7 select Manage and choose Device Manager.
In the Properties window, select the Hardware tab, then click Device Manager.
Uninstall and reinstall NIC drivers and protocols. Refer to the adapter and driver documentation for directions.
Move the adapter to another slot.
Try a different adapter if available.
Verify the adapter is recognized by the computer when inserted (Plug and Play operating system only).
Reseat the system board or riser card, if applicable.
Move the adapter to another computer to verify that it works there.
Identify exactly which Ethernet adapter is installed and verify that the installed device drivers are the current version.
Verify networking service, protocols, etc are properly installed.
Verify operating system service packs have been reinstalled, if applicable, after the latest installation of adapter drivers, protocols and services.
Check if the user is a System Administrator or qualified to grant himself access to the network.
Note: Frequently network issues occur because the customer does not have access permission to the network or does not understand how to correctly set up networking. If the customer is not a system administrator, have him contact the IS department for assistance.