Eberprot Ptech and the internet, minus the myths

Eberprot P / troubleshooting

Troubleshooting

The first guide in this section covers a lost internet connection. The result: you'll know exactly where the problem is — your device, the router, DNS or your provider — and what to tell support.

Network commands are based on OS documentation and were not tested in our environment. The Linux command is for systems running systemd-resolved.

Before you start

  • Check whether the internet works on another device on the same network
  • Look at the router's indicator lights
  • Write down the error message if your browser shows one
  • Have your account number and your provider's support phone number to hand

Steps

  1. Work out the scope

    If no device has internet, the problem is with the router or the provider. If only one device is affected, the problem is with that device.

    Your phone works over Wi-Fi but your laptop doesn't — go to step 3.

  2. Restart the router

    Switch off the power for about 30 seconds, then turn it back on. Wait for the indicator lights to settle.

    Don't press the Reset button: it restores factory settings.

  3. Check the connection to the router

    Find the gateway address and ping it. No reply means the problem is between the device and the router: the cable, Wi-Fi or a driver.

    Windows
    Based on documentation, not tested
    ipconfig
    Linux
    Based on documentation, not tested
    ip route
    Any OS
    Based on documentation, not tested
    ping 192.168.1.1

    192.168.1.1 is a common router address, but not the only one; use the address from the first command's output (Default Gateway or default via).

  4. Check internet access by IP address

    Ping an external address without involving DNS. If you get a reply, the internet is working and DNS is the likely culprit.

    Windows
    Based on documentation, not tested
    ping 1.1.1.1
    Linux / macOS
    Based on documentation, not tested
    ping -c 4 1.1.1.1

  5. Check and flush DNS

    If you can connect by IP but websites won't load, check whether DNS is responding and clear the cache.

    Any OS
    Based on documentation, not tested
    nslookup example.com
    Windows
    Based on documentation, not tested
    ipconfig /flushdns
    macOS
    Based on documentation, not tested
    sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder
    Linux (systemd-resolved)
    Based on documentation, not tested
    resolvectl flush-caches

  6. Contact your provider

    If you've restarted the router and the external address doesn't respond from any device, tell support what you've already checked.

    "I've restarted the router, I can ping the gateway, but 1.1.1.1 doesn't respond from any device" — this gets the problem solved faster.

Problems and solutions

SymptomLikely causeWhat to do
No internet on any deviceRouter or providerRestart the router, then call your provider
No internet on just one deviceDevice settings or driverReconnect to the network, restart the device
Ping by IP works, websites won't loadDNSFlush the DNS cache, check with nslookup
One website won't loadA problem on the website's endCheck from another device or network
Wi-Fi is connected but very slowInterference, distance, channel congestionTest over a cable, move closer to the router

Warnings

Don't reset the router with the Reset button unless you have your provider's connection settings written down: after a reset, the internet may not work until it's set up again. Don't install "internet booster" programs from ads — they are a common source of unwanted software.

Tools

Built-in utilities for checking files, networks and websites: what they can do and where they fall short.

Glossary

DNS, TLS, 2FA, hashes and other terms — briefly, with examples and "not to be confused with".

FAQ

Short answers to common questions about networks, passwords and backups.

Sources and verification

Software and service interfaces change. We list the versions we tested commands on; on other versions the steps may differ.