Can't connect to Wi-Fi? Find where the connection stops.

Write down the exact message Windows shows, and whether your network is missing, refuses to connect or connects with no internet.

Then try another computer on the same Wi-Fi. If it cannot connect either, the problem is the router or internet service. If it connects and opens websites, the problem is this computer.

Select the network, sound or battery area at the right end of the taskbar. Switch Wi-Fi on if needed. Open the arrow beside its button to view nearby networks and see whether yours appears.

In the same quick settings area, switch Airplane mode off if it is on. Turn Wi-Fi on again if necessary, then try joining your network.

If there is no Wi-Fi option at all, go to the network reset step.

On a laptop, look for a wireless switch on its sides or a top-row key marked with an antenna, Wi-Fi or airplane symbol. Where the key requires Fn, hold it and press the wireless key once. Wait a few seconds, then check Windows Wi-Fi again. The key combination depends on the laptop maker.

Bring the computer closer to the router, away from thick walls, cabinets or large obstructions where possible. Pause briefly and retry. Working nearby but failing at the usual position suggests a coverage problem.

Select the network, sound or battery icons on the taskbar, then the arrow next to Wi-Fi. Select your router's network name, choose Connect, enter the Wi-Fi password and select Next. Passwords are case-sensitive; the password is usually on the router label.

If it still will not connect, open Start > Settings > Network & internet > Wi-Fi > Manage known networks, find the network and choose Forget. Go back to Wi-Fi, choose Show available networks, select the network, choose Connect and enter the password again.

Search Start for Device Manager, open it and expand Network adapters. Look for an entry with Wireless, Wi-Fi, WLAN or 802.11 in its name. Note whether it is missing, disabled or shows a yellow warning symbol.

If it is disabled, right-click it, choose Enable device and try again.

To restart the adapter, open Start > Settings > Network & internet > Advanced network settings. Under Network adapters, find Wi-Fi, choose Disable, wait a few seconds, choose Enable and try again.

For drivers, see our software and drivers guide. With no internet, download the driver on another computer and copy it across on a USB drive.

If you use a VPN, open it, select Disconnect, close it and try Wi-Fi and a website again. If it works without the VPN, contact your VPN provider.

If a security program or firewall was recently installed or updated, check its network or firewall settings are not blocking Windows. If you are unsure what to change, contact the provider of that software. Do not delete your security software.

Open Command Prompt: select Start, type Command Prompt and select it.

1. Does the computer have an address?

Type ipconfig and press Enter. In the Wireless LAN adapter Wi-Fi section, look for IPv4 Address followed by a number, for example 192.168.0.15.

• You can see an IPv4 Address: move on to check 2.
• There is no IPv4 Address: restart the Wi-Fi adapter. Open Start > Settings > Network & internet > Advanced network settings, find Wi-Fi under Network adapters, select Disable, wait a few seconds and select Enable. Join your Wi-Fi again and repeat ipconfig. If there is still no address, go to the network reset.

2. Can the computer reach the internet?

This check only works once the computer has an IPv4 Address. Type ping 8.8.8.8 and press Enter.

• It answers: you see four Reply from 8.8.8.8 lines and Lost = 0, like the screenshot below. Move on to check 3.
• No answer: you see Request timed out or Destination host unreachable. The Wi-Fi is fine; the internet connection itself is down. Follow our internet not working guide.

3. Can it find websites by name?

Type ping google.com and press Enter.

• It answers: four Reply from lines, like the screenshot. The connection is working.
• Could not find host: the computer is online but cannot look up website names (a DNS problem). Go to the network reset.

Use this when the earlier checks have not fixed it. Network reset reinstalls the network adapters with default settings. Saved Wi-Fi networks and VPN settings may need setting up again.

Open Start > Settings > Network & internet > Advanced network settings > Network reset. Read the warning, choose Reset now and select Yes. After Windows restarts, select your Wi-Fi network, enter the password and try again.