Troubleshooting Guide
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Chapter 7:
Network and Web Troubleshooting
Network and Internet problems are some of the most common ones that users face, especially those users who often switch between networks. Unfortunately, these errors can be very tedious to resolve as it’s hard to know where the error lies – is it caused by your device or the Network itself?
This guide will help your learn to troubleshoot and diagnose errors so that you can solve them on your own, or help your system administrator or service provider with as much information as possible.
When you install Windows 8, Windows 8.1 or Windows 8.1 RT, you will have Internet Explorer 11 preinstalled on your machine. This is Microsoft’s Internet browser and it will be set as your default unless you download another one and set it as your primary default browser.
In this guide, we will go over some of the most common problems and quirks in Internet Explorer and show you how to fix them.
Internet Explorer Won’t Open
If Internet Explorer won’t open for you, or if it’s crashing immediately after you launch the application then there are three possible solutions that will solve the majority of documented problems that cause this issue. There is a chance that this problem is being caused by some temporary changes and you can simply restart your PC to solve them. If the problem persists after you’ve restarted your machine, then you can move on to the next two possible solutions – installing the latest updates or turning Internet Explorer on or off via the features utility.
To install the latest updates, do the following:
Open the Charms bar and click or tap on Search.
Enter “update” in the search box.
Select Check for updates from the search results.
Run the Windows Update utility that you’ve just opened and install the updates (if any are available)
To turn Internet Explorer off and on via the Windows features utility, do the following:
Open the Charms bar and click or tap on Search.
Enter “Windows features” in the search box and the select the top result.
Alternatively, you can open the Charms bar, click or tap on Settings and then select Turn Windows features on or off.
Once you’ve opened this utility, you’ll see a checkbox next to Internet Explorer 11 that should, by default, be marked.
Click or tap on the checkbox to turn off Internet Explorer 11.
Once the setting is applied, go back to the same utility tool and click or tap on the same checkbox to turn on Internet Explorer 11.
Internet Explorer Often Freezes or Crashes
Internet Explorer can freeze or crash unexpectedly and if you look at the support forums you’ll notice that a lot of users are having this issue. Luckily, there are quite a few ways to resolve these problems – assuming you can detect the source.
If you have a lot of third-party applications/add-ons installed with your browser, then it is likely that they are causing these problems. If you suspect that this might be the case, then you should turn off all of your add-ons. Another possibility is that you are trying to multitask pretty hard on a low-spec machine that cannot handle “extreme pressure” and as such, Internet Explorer is the first application to “break”. In this case, there is really nothing that you can do outside of being more aware of how much work load and strain you are placing on your machine.
If none of these explanations describe your issues then try the following:
Install the latest updates and turn Internet Explorer off and on, as explained in the previous section.
Run the Internet Explorer Troubleshooter:
- Open the Charms bar and click or tap on Search.
- Enter “Troubleshooting” in the search box and select this application from the search results.
- Click or tap on View all and then click or tap on Internet Explorer Performance to turn on the automated troubleshooter.
- Follow the on-screen instructions.
If you have a low-spec PC then it might be wise to turn off hardware acceleration:
- Open Internet Explorer and click on the Tools button.
- Click or tap on Internet options and select the Advanced tab.
- Select Use software rendering instead of GPU rendering and click or tap OK.
- Restart Internet Explorer so that the changes can be applied.
You can try to reset your browser to its default settings (your previous settings will be lost):
- Following the steps mentioned in the previous bullet point, navigate to the Advanced tab and click or tap on Reset.
- This will open a Reset Internet Explorer Settings dialog and you should once again click or tap on Reset.
- Once the automated tool is finished, click or tap on OK to apply the settings.
- You’ll need to restart your PC after this for the changes to take effect.
Fixing the “Internet Explorer Has Stopped Working” Error Message
After you receive this error message, your Internet Explorer probably crashes immediately. In this sense, this error is very similar to the one that was described in the previous section. As such, you can try all of the methods that are explained there.
However, this problem is much more specific (especially for Internet Explorer 11) and in most cases offers a very clear solution. Microsoft has issued a statement regarding this issue and it seems that the problem is usually fixed if you apply the security update 2909921 that was released on February 11, 2014. If you haven’t downloaded any updates before this period then you should do so immediately.
Follow the steps described in the first section to install any missing updates.
While there are a number of possible reasons why you cannot 
connect to other PCs on your network, all of them are well documented. In this guide, we will provide solutions to all of these problems and help you get a better workflow within your local network in Windows 8.1.
Users who are new to the concept of local networks should note that that it is not possible to connect to other PCs unless a HomeGroup has previously been created. If you’re having problems with the HomeGroup feature in Windows 8.1, we recommend that you consult our troubleshooting guide.
Checklist of Simple Problems and Solutions
Users who are new to Windows 8.1 and are unfamiliar with the drastically different user interface will probably run into one of these three problems. We’ll go over them one by one in this section.
Problem #1: Your PC cannot discover other devices or PCs on your network.
Windows 8.1 comes with the feature that allows your PC to scan for other devices and PCs on the network. If this feature is turned off then you will not be able to connect to other PCs or devices (such as printers) on the Network.
Here’s how you can check this and fix it:
Open the Charms bar and click or tap on Settings.
Click or tap on Change PC settings.
Click or tap on Network and locate the label Find devices and content.
Below this label is a slider. Make sure that it is turned on.
Problem #2: You haven’t joined a HomeGroup.
If you want to access other PCs and devices on the network, you’ll have to join the same HomeGroup. Follow the steps above to turn on Find devices and content and then do the following:
Open the Charms bar and click or tap on Settings.
Click or tap on Change PC settings.
Click or tap on Network and then click or tap on HomeGroup.
Enter the group password and click on Join.
Using the steps above you can also find the Create button.
Click or tap on the button and follow the instructions to create your new group. Other PCs and devices can then join your new HomeGroup following the steps that we’ve described above.
Problem #3: You see a file or folder, but cannot open it.
This means that you are trying to access a file or folder that you do not have access permission to. You will have to contact the owner of the resource and ask them to share access with you. If you are connected to a corporate network at your workplace, it is best to get in touch with the system admin.
Problem #4: You cannot connect to a PC on a network domain.
Corporate domain workgroups are different from small, local HomeGroup settings. If you cannot connect to a PC on a corporate network domain, then it is likely that you do not have the proper access permissions. Contact your system administrator for assistance if this is the case.
Problem #5: I’ve tried all of these solutions, but I keep getting error messages.
It is very likely you haven’t updated your operating system in a long time. If you’re behind on official security updates, then your PC is a security threat and is possibly blocked from the HomeGroups or corporate domains.
Make sure you’ve downloaded all of the official updates via the Windows Update utility.
Dealing with Password Protected Sharing in the HomeGroup
There is a possibility that you cannot access shared assets on your network because password protected sharing is turned on (see problem three above). If you an administrator of the HomeGroup, there two ways to solve this issue effectively.
The first method is to create an identical user account on all of the PCs in the HomeGroup. This is recommended and it is fairly easy thanks to the Microsoft account feature. You can read our full guide on how to add users in Windows 8.1 to get a better idea of how to do this. The solution is a bit tedious and time-consuming, but this is the recommended way to resolve the problem.
The second method is to completely remove password-protected sharing. Here’s how:
Open the Charms bar and then click or tap on Search.
Type “advanced sharing” into the search box.
From the results, click or tap on Change advanced sharing settings.
Under the current network profile you’ll see a label for Password protected sharing.
Here you can click Turn off password protected sharing and click or tap on Save changes.
This change requires administrative privileges.
In Windows 8.1 a HomeGroup is a small network of PCs that can share folders, files and devices over the same network. This guide was created in order to help you troubleshoot and fix common HomeGroup errors. If you’ve used this feature in older versions of Windows, then you’ll be happy to learn that nothing has changed aside from the user interface.
Using the HomeGroup Troubleshooter
Before you continue diagnosing the problem and looking for a solution, we recommend that you use the HomeGroup troubleshooter. This is a Window utility tool that was designed to automatically search for HomeGroup-related problems and fix them for you. To run the tool, do the following:
Open the Control Panel and click or tap on Search.
In the search box type “troubleshooting” and select Troubleshooting from the list of results.
Click or tap on Network and Internet.
Now select HomeGroup (administrator privileges are required).
The troubleshooter will now open. Click or tap on Next and follow the on-screen instructions.
If the troubleshooter detects any problems, it will inform you and proceed to fix them automatically. If this tool doesn’t solve your problems, then continue along with this guide.
I Cannot Create or Join a HomeGroup
There are several problems that can prevent you from creating or joining a HomeGroup. The simplest problem could be that you are using a version of Windows that has restricted HomeGroup use.
Namely, you can only create a HomeGroup with Windows 8.1 and the premium editions of Windows 7 (Professional, Home Premium, Ultimate and Enterprise). However, with Windows 7 Starter and Home Basic you can only join one. The Windows RT 8.1 version of the operating system is the most restrictive since you can use a device with this system to connect to a HomeGroup, but you cannot create one or share any content.
If your version of Windows supports HomeGroups then check to see if any of the following is true (all of these things will prevent you from creating or joining a HomeGroup):
- You are already in a HomeGroup. If your PC is currently connected to a HomeGroup then you’ll first need to leave it in order to create or join another one.
- You are not connected to a network. Remember that you need to be connected to a local network in order to join an existing HomeGroup.
- You are not on the same network. You might be connected to a different network and as such you cannot see the HomeGroup that you are trying to join.
- Your date and time are incorrect. Check your PC’s date and time settings. If they are incorrect you might be blocked from creating or joining a HomeGroup.
- Two or more PCs do not have the same name. Every PC that wants to be a part of a HomeGroup must have a unique computer name to distinguish itself from other PCs on the network.
- IPv6 is disabled. The IPv6 protocol might be disabled. However, running the HomeGroup troubleshooter will fix this problem.
Another common, yet simple, problem could be that Find devices and content is turned off. To check this you can perform the following steps:
Open the Charms bar and click or tap on Settings.
Click or tap on Change PC settings.
Click or tap on Network and locate the label Find devices and content.
Below this label is a slider. Make sure that it is turned on.
Along with this, it is possible that you have Network discovery turned off. Follow these steps to check this and fix it:
Open the Charms bar and click or tap on Search.
Enter “advanced sharing” in the search box, and then click or tap on Change advanced sharing settings.
Click or tap on Private network profile to expand the list.
Next, click or tap on Turn on network discovery in case it is turned off.
Now just confirm this change by clicking or tapping on Save changes.
I Cannot Delete a HomeGroup
Deleting a HomeGroup is not possible – or at least not in the intuitive way. There is no “delete” button for a HomeGroup. However, if all of the PCs that are a part of the HomeGroup leave, then it will simply stop existing. To leave you can do the following:
Open the Charms Bar and click or tap on Settings.
Click or tap on Change PC settings.
Click or tap on Network and click or tap on HomeGroup.
Click or tap on the Leave button.
After you’ve confirmed this decision you can use the same menu to create a new HomeGroup or join an existing one (if available).
I Cannot Access a HomeGroup Printer
If there is a PC in your HomeGroup that has shared access to its printer with you, then you can print from your PC via this device even though the printer is not physically connected to your PC. As such, your first task should be to check if the printer it being shared with you by the other member of the network. If this printer uses a wireless connection, then the other member has to share it via the Devices and Printers section in the Control Panel.
If the printer is shared with you correctly, then check for the following issues:
The printer is turned off. This can happen more often than people care to admit and as such, you should make sure that the printer is indeed turned on. Along with this, you can check our printer troubleshooting guide for general help with printer-related issues.
The PC that is sharing the printer is unavailable. This means that the PC could be turned off, asleep, hibernating or that the member has left the group.
Find devices and content is turned off. Follow the steps described in the “I Cannot Create or Join a HomeGroup” section to see how you can check and fix this issue.
You don’t have the proper drivers. You’ll still need to have all the necessary drivers installed to use the printer. If you have a disk that came with the device, use it to install the drivers or download them from the manufacturer’s website. We also have a guide on downloading and installing drivers in Windows 8.1 that you can use as a reference.
There is a problem with your network. If you still cannot find a printer or print using a printer that’s connected to the HomeGroup, then it might be a network-related problem. You should run the automatic troubleshooter:
Open the Charms bar and click or tap on Search.
In the search box type “identify and repair” and select the Identify and repair network problems program from the list of results.
Click or tap on Next and follow the on-screen instructions.
Troubleshooting a wired (Ethernet) network connection is a very challenging task, as there are a many variables that need to be considered. Namely, the problem could be caused by a lot of factors, such as your Internet provider, the cables, the router, the network adapter or the driver software installed on your computer. If you suspect that the problem lies with your Internet (or Cable) provider, then you should call customer support and report your problems.
In this guide we’ll look at how you can troubleshoot wired network connection problems that involve issues on the user’s end. These are problems that involve drivers, incorrect settings, router problems and a few Windows-specific issues.
If your Internet is working, but you have problems setting up or connecting to a local network then you should refer to our Windows Home Group troubleshooting guide.
Check Your Network Hardware
The first step to troubleshooting wired network problems is to check and inspect all of the network-related hardware. Usually, you’ll start by looking for trivial issues:
Check the cable ports on your PC. There are a lot of common and trivial errors that could happen when you connect an Ethernet cable to the PC. For example, the cable may not be tightly secured or you may have plugged it into the wrong port.
Check the cable ports on the modem. Similar problems can occur when it comes to your Internet modem’s ports. Make sure that all of the cables are tightly connected into the appropriate ports.
Check the phone line. If you have a DSL Internet connection you should also inspect your phone line – a cable that runs from your phone jack to the phone line port on your DSL modem. Make sure it is not damaged and that it is tightly secured into the phone jack.
Check the modem’s indicator lights. The LED indicator lights on your modem can give a lot of insight into the nature of the problems. Check the labels and consult your modem’s documentation. If the “Broadband link” or “Online” indicator is turned off, then it might indicate a problem with your provider.
Restart your modem. Use the power switch (usually on the back) to turn it off and then turn the modem back on.
Reset the modem. When in doubt, you can always restart everything. It seems like a very bad mantra for one to live by, but even customer support will ask you to do this before they suggest other methods. To restart your modem you, can just use the power switch (usually on the back) to turn it off and then turn the modem back on. You will have to wait for a few minutes for the device to turn on again.
Make sure the hardware is compatible with Windows. Head over to the Compatibility Center website and make sure that your network hardware is supported by Windows 8.1.
Use the Windows Network Troubleshooting Tools
Windows has a lot of useful troubleshooting tools, including an automated troubleshooter for Internet connection issues. These are not designed to fix every problem, but they will detect all of the trivial and the most common ones, which will greatly help you save you time and effort.
Here’s how you can run the Network troubleshooter:
Open the Charms Bar and click or tap on Search.
In the search field you should type “network troubleshooter” and then select the first results.
Alternatively, you can also open the Charms Bar, click or tap on Settings and then click or tap on Identify and repair network problems. Both methods will launch the same tool.
Follow the instructions on the screen to configure and run the network troubleshooter. If the tool detects the problem, it will advise you on to fix it. Sometimes the solution can even be executed automatically. Note that you will only need to allow admin privileges to the troubleshooter.
To run the Internet Connection troubleshooter do the following:
Open the Control Panel and click or tap on Search in the upper-right corner.
In the search field you should type “troubleshooting”.
Select the tool called Troubleshooting by clicking or tapping on it in the search results.
Click or tap on Network and Internet.
Click or tap on Internet Connections to run the troubleshooter.
Follow the on-screen instructions.
Wireless network problems are difficult to troubleshoot, as there are a lot of hardware and software related factors that you’ll need to inspect. The problem can be caused by a variety of things – your Internet provider, the router, the network adapter or the PC’s device drivers.
This troubleshooting guide was designed to get you started with troubleshooting wireless problems and help you find a proper solution. If you need help with another type of network in Windows 8.1, have a look at our wired network troubleshooting guide or our full guide to Windows 8.1 HomeGroups.
Problems Finding a Wireless Network
Let’s inspect all of the possible issues – even the most trivial ones. If your PC has a wireless network adapter (internal or external) then you’ll see the wireless network icon in your Settings charm bar.
If you do not see this icon, then you do not have a network adapter. However, if your PC specs say that you do (or you’ve just plugged in an external device), then it is likely that the software drivers are not installed. Find the model number of your adapter and read our guide on installing device drivers in Windows 8.1.
Assuming you can see the icon, feel free to click or tap on it. This will open a list of all available wireless networks that are within range. In case the network you want to connect to is not listed (but you know that it exists), here are a few solutions:
Are you too far from the wireless router? Try moving your device closer to the wireless router (access point). If you can confirm that the range is a problem then you should buy an external adapter with a superior wireless range.
Is Airplane mode turned on? The Airplane mode feature will block access to all wireless networks. To see if it is turned on:
- Open the Charms bar and click or tap on Settings.
- Click or tap on Change PC settings and then select the Network tab.
- Here you’ll see the Airplane mode tab.
- Click or tap on it and make sure that the option is set to Off (see the screenshot below).
Is the router turned on and functioning properly? Use a secondary device (like a smartphone) to check if you can see the network. If you cannot, then inspect the router and look at the LED indicator lights. If you suspect there is a problem with the router then consult our hardware section below.
Are you running a network monitoring application? Using a network monitoring application on your PC will set the network adapter into monitor mode. This prevents the device from connecting to a wireless network. To disable this, just close the network monitoring application or disable the monitor mode (if the application provides this option).
Is there interference from other devices? Sometimes it is possible for other devices (such as smartphones) to interfere with the wireless network’s signal. Temporarily turn off these devices or move them away from your PC.
Check Your Wireless Network Hardware
It is important to check whether the problem lies in your network hardware. This includes your network adapter and the main wireless router, as well as any cables that connect to it. Here’s a list of things you need to keep an eye for:
Is your hardware compatible with Windows? If you have an external network adapter, head over to Microsoft’s Compatibility Center and check if the model is supported by Windows 8.1.
Did you try restarting the router? This is one the first things customer support might ask you on the phone. If you have access to the router, then you should try turning it off and on again. Give it a few minutes to restart properly.
Did you inspect the router’s indicator lights? The flashlight LED lights on your router (indicator lights) can often point to the problem. If the light that’s labeled as Internet or Online is not green, then it is possible that your Internet provider is the cause of the issues. Give their customer support a call.
Are you using a laptop with a wireless switch? This is a trivial solution, but if you just bought your new laptop you might not be aware of it. Namely, a lot of laptops have a physical wireless switch which toggles the network adapter on or off. Make sure it is set to On.
Is your USB port working properly? If you have an external network adapter plugged into your USB port, you’ll want to make sure that the USB port is functioning properly. Consult our guide on installing and troubleshooting USB devices in Windows 8.1 for more details.
Are there any problems with the cables? The cables that are connected with your wireless router could also be a potential source of the problem. Check to see if any of them are loose or connected to a wrong port.
Managing Multiple Network Adapters
If you have a PC that has multiple network adapters, then it is wise to check if the proper one is being used. Switching between them to see if it will fix your problem is a sound strategy. Here’s how you can do this:
Open the Charms bar and click or tap on Search. Enter Network Connection in the search box and select this application.
Alternatively, you can open the Charms bar, click or tap on Settings and then select View network connections.
There will be a section that lists all of the network adapters that are installed on your PC. The default network adapter will have a checkmark next to it.
If the correct network adapter is listed as disabled, just right click on it and select Enable (or press and hold if you’re using a touch device).
If the incorrect network adapter is listed as the default, then right click on the correct adapter and select Set as Default Connection (or press and hold if you’re using a touch device).
If there’s only one network adapter on the list, but you know that you have multiple adapters connected to the PC, then there’re two possible problems:
The ports that these drivers are connected to are not working properly. If this is the case you can try a different port (if available).
The device drivers for these network adapters have not been installed. If this is the case then you’ll have to install (or reinstall) the device drivers.
Run the Internet Connection Troubleshooter
Windows 8.1 comes with a useful Internet connection troubleshooter that can detect and repair a lot of problems. Most of them are trivial or common issues, but since there are a lot of them, it will save you a lot of time to just run this tool instead of inspecting them on your own. Here’s how you can run the automated troubleshooter:
First open the Control panel and click or tap on Search in the upper-right corner.
Type “troubleshooting” into the search box.
From the list of results select Troubleshooting by clicking or tapping on it.
Click or tap on the Network and Internet icon.
Click or tap on Internet Connections to run the automated troubleshooter.
Now just follow the on-screen instructions to complete the troubleshooter.
If the troubleshooter detects any problems, it will automatically try to resolve them. You might be asked to provide administrative privileges in some cases.
