Troubleshooting a Network Outage

Start Local

1. Isolate the scope — Test a second device. If only one device is affected, the problem is with that device's adapter, drivers, or Wi-Fi connection, not the network itself.

2. Power-cycle your equipment — Unplug the modem and router, wait 30–60 seconds, then plug the modem back in first, wait for its lights to stabilize (1–2 min), then the router. This alone resolves most home outages.

3. Check physical connections — Verify Ethernet cables are firmly seated, look for kinks or damage, and confirm the WAN/coax/fiber cable at the modem is secure.

4. Check indicator lights — A solid power light and a non-red WAN light are expected; a red or blinking WAN light points to an upstream (ISP-side) problem.

5. Run diagnostics — Use ipconfig /release then ipconfig /renew to get a fresh IP, then ping your router (e.g., 192.168.1.1) and an external host (e.g., 8.8.8.8) to find where the path breaks. A tracert/traceroute pinpoints the failing hop.

6. Check DNS — If pings to IP addresses work but websites don't, flush the DNS cache and try a public resolver like 8.8.8.8 or 1.1.1.1.

7. Confirm it's not an ISP outage — Check your provider's status page or outage map (via mobile data), or a site like Downdetector, to see if others in your area are affected.

8. Escalate — If everything above checks out, contact your ISP with the details of what you've already ruled out.

For intermittent outages, add continuous monitoring: run a long ping (i.e., ping {target} -t)or MTR to a stable target over time to capture the exact moment and hop where the problem occurs.

Questions to Ask

1. Have you restarted your computer?
   

2. Do you have networks available by clicking on the Networks button on your taskbar?
   

3. Are you in airplane mode?
   

4. Do you get a connection with an ethernet cable?
   

5. Have you checked your Network Adapter settings?
   

6. Have you tried a different device?
   

7. Is someone else around you experiencing a similar issue?
   

8. Are any of your office's network equipment have unplugged wires and cables?
   

9. Have you re-positioned your router/gateway?
   

10. Have you restarted your router?
    

11. Have you run updates on your system?
    

12. Is there an outage in your area?

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