How to Troubleshoot “Connected but No Internet” Step by Step

“Connected but no internet” is one of the most common support symptoms. It can happen on Wi-Fi or Ethernet, and the cause is not always the internet service itself.

Step 1: Check the scope

Ask who is affected:

• One user?
• One device?
• One office area?
• Everyone on Wi-Fi?
• Everyone on the network?

Scope helps you avoid wasting time on the wrong layer.

Step 2: Check IP settings

Run ipconfig or ipconfig /all. Look for:

• IP address.
• Subnet mask.
• Default gateway.
• DNS servers.

If the IP starts with 169.254, think DHCP first.

Step 3: Test the gateway

Ping the default gateway. If the gateway does not respond, the device may not be reaching the local network correctly.

For Wi-Fi, check SSID, signal, access point, and VLAN. For Ethernet, check cable, dock, port, and switch.

Step 4: Test DNS

If the gateway works but websites do not load, test DNS with nslookup.

If DNS fails, the user may say “internet is down” even though the network path is partly working.

Step 5: Compare with a known-good device

Test another device on the same cable, Wi-Fi network, or desk. If the second device works, focus on the original device. If it fails too, look upstream.

Step 6: Check recent changes

Ask about updates, new access points, router changes, password changes, desk moves, VPN, or new security software.

Beginner-friendly version: problems often start right after something changed. Cantonese-friendly: “好多問題都係改完嘢之後先出現.”

Beginner Note

“Connected” only means the device has a link to something. It does not prove DHCP, DNS, gateway, routing, or firewall access.

Common Mistake

A common mistake is changing DNS immediately without checking the IP address and default gateway first.

Practical help desk example

A laptop says connected to Wi-Fi but no internet. ipconfig shows 169.254.8.20. That points toward DHCP failure, so you check whether other Wi-Fi users on that SSID can get an address.

FAQ

Should I restart the router first?

Not in a workplace unless you have permission. Gather scope and evidence first.

Can DNS cause connected but no internet?

Yes. If IP connectivity works but names do not resolve, DNS can make the internet appear broken.

Can VPN cause this issue?

Yes. VPN clients can affect routes, DNS, and network access.