Article ID : S500032102 / Last Modified : 11/04/2018

What to do if VAIO computer cannot connect to Internet by using ADSL?

Applicable Products and Categories of This Article

  • Internet cannot be connected via ADSL Dial-up Access.
  • IP address can't be obtained.

Note

  • Please refer to the following related information if some web pages cannot be browsed.

  • The connection is unstable when connected with Internet and the wire speed is slow. Please refer to the following information for such problems.

  • Please refer to the following related information when the ADSL modem can't be connected via wireless Network.



Please confirm the type and connecting state of ADSL modem in use.

The connecting methods of ADSL modem of router and (network) bridge are different.

If users are not sure about the type of modem used, please refer to the manual of ADSL modem or consult the supplier of Internet service agreement.

When router or ADSL modem of router is connected with computer.

When ADSL modem of network bridge is connected with computer.



The router or ADSL modem of router is connected with computer.

Confirm whether the IP address obtained is correct or not.
Confirm whether the setting (connecting) method of ADSL modem is correct or not.
Confirm whether the network adapter works properly or not.
Confirm whether the newwork setting is correct or not.
Reconnect the power of VAIO Notebook and ADSL modem.
Confirm the security of firewall and other software
Confirm whether the certification setting of router user is correct or not.


Confirm whether the obtained IP address is correct or not.

Please refer to the following related solutions to confirm whether the IP address can be obtained properly.

  • When router or the ADSL modem of router is connected with the computer.
    If the obtained IP address is 0.0.0.0 or 169.254.**.**, it proves that the IP address can't be obtained properly.

Reference
When the ADSL modem of router is used, the obtained IP address is usually the private address of 192.*.*.*, 172.*.*.* and 10.*.*.*.

  • When ADSL modem of Network Bridge is connected directly with computer.

    ※ Operating systems except Windows Vista

    When PPP adapter appears, IP address can't be obtained.

    ※ Windows Vista

    When PPP adapter appears,IP address can be obtained properly.



Confirm whether the setting (connecting) method of ADSL modem is correct or not.

Confirm whether the setting method is correct or not.
Please refer to the following information

  • Whether the separator is installed correctly or not.

    As for the installing methods of separator, please consult the ADSL sales dealer or supplier of Internet service.
  • Confirm the type of ADSL modem in use.

    The type of net wire and connecting method vary for different ADSL modem.
    Regarding the type of net wire and connecting method, please look up the manual of ADSL modem for details.

  • Whether the net wire is inserted tightly.
  • Whether the power of the hub is turned on while using the hub.
  • Try to replace the net wire and see whether the symptom is resolved.

    When there are some other computers nearby, please confirm whether they can be connected with Internet.
    If it's possible, try to use the net wire of other computers to connect. Confirm whether the symptom is resolved.

Confirm whether the network adapter works properly.

  • Confirm the type of network adapter in use.

    If other network adapters produced by other company such as SD card interface, or the interface of USB and PC card are added. Please confirm whether the network adapter is inserted tightly.
    If it's not inserted tightly, please insert it and recheck whether the network adapter runs properly.
  • Confirm whether the network adapter is recognized properly.

    Open Device Manager, and confirm network adapter displays !, × (or↓).

    If !,×(or↓) appear on internet adapter, please confirm whether the network adapter is inserted tightly and refer to the steps below.
    1. Right-click network adapter, click Enable on the popping menu.

      When the network adapter is enabled and !, × (or↓) still appears, please try the following operations.

  1. Reinstall the driver.
    Regarding the reinstallation of program, please refer to the following solutions.

    ! or × (or ↓) still appears after the driver is reinstalled, please consult the sales dealer of network adapter or try to backup important data and then perform system recovery.
  2. Confirm whether the LED indicator light of network adapter is on.
    1. When using the network adapter internally installed in VAIO, remove the power cord. Restart computer several minutes later and confirm whether the symptom is resolved.
    2. When using the network adapter of PCI card produced by other companies, please confirm whether the network adapter in the slot of PCI card is replaced.
    3. When using the adapter of USB interface and PC card, please confirm whether the problem is solved after reconnecting the dropped adapter.

Regarding the products of other companies, please consult the sales dealer for details.

Confirm whether the network setting is correct.
Confirm whether the setting method is correct.
Please confirm the following information.

  • Whether the setting of TCP/IP is correct.

    Please confirm whether the setting of the TCP/IP is correct in Internet Properties.
    Regarding the setting method, please confirm according to the manual from the supplier of Internet service.
  • Whether the symptom is resolved after the IP address is released or regained.

    Reference

    When the ADSL modem of router is used, the obtained IP address is usually the private address of 192.*.*.*, 172.*.*.* and 10.*.*.*.

  • Whether the situation is changed after automatic negotiation is disabled.

    Whether the automatic negotiation is disabled.
    Refer to the following information for operating steps.
  • Whether the symptom is resolved after the firmware of ADSL modem is updated.

    If there is no issue in the network settings, please ask the supplier of ADSL modem to provide a fixed version which can connect stably.
    Regarding how to update the firmware, please consult the supplier.

Power on the VAIO Notebook and ADSL modem.

If the network interface and network card in use are replaced, it is possible that the Internet can't be connected because MAC address is changed.
Please try to reconnect the power of VAIO or ADSL modem of Notebook.
Some ADSL modems require restoration or the reconnection of power when laid for a long time.
Refer to the manual of the ADSL modem for detailed operations.

Besides, before updating the firmware of ADSL modem, please perform restoration of ADSL modem.

Note

  • Some ADSL have to discharge for more than 24 hours.
  • Please pay attention that the ADSL modem may return to the default setting after being restored.


Confirm whether the setting of Firewall and other security software is correct.



  • For using the anti-virus software and firewall software

    Anti-virus software and firewall software can restrict visiting Internet .
  • When software with those functions is installed, the Internet may not recognize the computer.

    After installing the anti-virus software and firewall software, confirm whether Firewall runs properly.
    If the problem exists in firewall software, please refer to the software manual or consult the manufacturer for the settings.



Confirm whether the setting of router user's verification is correct.


Confirm whether the management interface of ADSL modem can be opened on your web browser.
Please refer to the manual of ADSL modem for the steps.

Note

When the proxy server is enabled, the management interface of ADSL modem can't be opened.
Please refer to the following operations and confirm whether the management interface of ADSL modem can be opened.

  1. Right-click Internet Explorer on the desktop, click Properties.
  2. Click Connection option, and then click LAN Settings....

    Select Use a proxy server for your LAN in the column of proxy server, and then click OK.

  3. Click OK to close the interface.

Reference information

  • When the management interface of ADSL modem cannot be opened properly, VAIO Notebook and ADSL modem may not be connected.
    Please consult the ADSL providers or the providers of Internet service.
  • When the management interface of ADSL modem can be opened properly, there is no problem in the connection between VAIO Notebook and ADSL modem.
    The problem may exist in the setting of ADSL modem.
    Please consult ADSL providers or the provider of Internet service.




When ADSL modem of bridge is connected with PC.

Confirm whether the obtained IP address is correct.
Confirm whether the settings (connections) of ADSL modem are correct.
Confirm whether network adapter works properly.
Confirm whether the setting of ADSL mode and VAIO Notebook user's verification is correct.
Reconnect the power of VAIO Notebook and ADSL modem.
Confirm whether the setting of firewall software or other security sofeware is correct.
Confirm whether the setting of network is correct.


Confirm whether the obtained IP address is correct.

In order to confirm whether the IP address can be obtained properly, please refer to the following solutions.

  • When the router and the ADSL modem of router are connected with PC.
    If the obtained IP address is 0.0.0.0 or 169.254.**.**, the IP address cannot be obtained properly.

Reference information
When the ADSL modem of router is used, computer usually obtains the private IP addresses of 192.*.*.*, 172.*.*.* and 10.*.*.*.

  • When the ADSL modem of bridge is connected with PC directly.

    ※ Operating system except Windows Vista.

    IP address cannot be obtained properly when PPP adapter appears.

    ※ Windows Vista

    IP address can be obtained properly when PPP adapter appears.

Confirm whether the settings (connections) of ADSL modem are correct.

Confirm whether the setting method is correct.
Please confirm the following contents.

  • Whether the separator is installed correctly.

    Regarding the installing method of separator, please consult the ADSL providers or the provider of Internet service.
  • Confirm the type of ADSL modem in use.

    The types of net wire and connecting method vary for different ADSL modems.
    Regarding the types of net wire and connecting methods, please refer to the manual of ADSL modem for more details.
  • Whether the net wire is connected tightly.
  • Confirm whether the power of network integrator is on when network integrator is used.
  • Try to replace the net wire and then confirm the problem is solved.

    When there are some other computers nearby, please confirm whether they can be connected with Internet.
    If it's possible, use the net wire of other computers to connect. Confirm whether the problem is solved.

Confirm whether the network adapter works properly.

  • Confirm the type of network adapter in use.

    If other network adapters produced by other company such as SD card interface, or the interface of USB and PC card are added. Please confirm whether the network adapter is inserted tightly.
    If it's not inserted tightly, please insert it and recheck whether the network adapter runs properly.
  • Confirm whether the network adapter in use is recognized properly.

    Open Device Manager, and confirm network adapter displays !, × (or↓).

    If !,×(or↓) appears on internet adapter, please confirm whether the network adapter is inserted tightly and refer to the steps below.
    1. Right-click network adapter, click Enable on the popping menu.

      When the network adapter is enabled and !, × (or↓) still appears, please try the following steps.
    2. Reinstall the driver
      Regarding the reinstallation of program, please refer to the following solutions.

      ! or × (or ↓) still appears after the driver is reinstalled, please consult the sales dealer of network adapter or try to backup important data and then perform system recovery.

  • Confirm whether the LED indicator light of network adapter is on.
    1. When using the network adapter internally installed in VAIO, unplug the power cord. Restart the computer several minutes later and confirm whether the symptom is resolved.
    2. When using the network adapter of PCI card produced by other companies, please confirm whether the network adapter in the slot of PCI card is replaced.
    3. When using the adapter of USB interface and PC card, please confirm whether the symptom is resolved after reconnecting the adapter.

Regarding the products of other companies, please consult the sales dealer for details.

Confirm whether the setting of ADSL modem or VAIO user's verification is correct.

  • Please confirm whether the setting of Internet connection (user'ID or password) is correct.
    Please consult the provider of network service for details.
  • Please refer to the steps below to determine if the icons of Broadband and Broadband Connections in Network Connections appear.
    • Windows XP
      1. Click Start → Network Connections.
      2. The interface of Network Connections appears.
      3. Confirm whether the icons appear.
        If so, double-click the icon and confirm whether it can be connected.

        If no, refer to the following related solutions to reset it.

    • Windows Vista
      1. Click Start, right-click Internet Explorer, and select Properties.
      2. When Network and Share Center interface appears,click Network Connection Management.

  1. Confirm whether the icon appears.
    If so, double-click the icon and confirm whether it can be connected.

Reconnect the power of VAIO Notebook and ADSL modem.

If the network interface and network card in use are replaced, the Internet can't be connected because MAC address is changed.
Please try to reconnect the power of VAIO or ADSL modem of Notebook.
Some ADSL modems require restoration or the reconnection of power when laid for a long time.
Refer to the manual of the ADSL modem for detailed operations.

Besides, before updating the firmware of ADSL modem, please also perform restoration of ADSL modem.

Note:

  • Some ADSL have to discharge for more than 24 hours.
  • Note that the ADSL modem may return to the default setting after being restored



Confirm whether the setting of Firewall and other security software is correct.

  • When opening the Firewall, please confirm whether the symptoms are resolved.

  • When using the anti-virus software and firewall software

    Anti-virus software and firewall software can restrict visiting Internet and visiting from Internet.
    When software with those functions is installed, the Internet may cannot recognize your computer. So the problem of being unable to connect the Internet may appear.

    After installing the anti-virus software and firewall software, confirm whether Firewall runs properly.
    If the problem exists in firewall software, please refer to the software manual or consult the manufacturer for how to set.

Confirm whether the network setting is correct.
Confirm whether the setting is correct.
Please confirm the following information.

  • Whether the setting of TCP/IP is correct.

    Please confirm whether the setting of the TCP/IP is correct in Internet Properties.
    Regarding the setting method, please confirm according to the manual from the supplier of Internet service.
  • Whether the problem is solved after the IP address is released or regained.

    Release and regain IP address.

Reference information

When the ADSL modem of router is used, the obtained IP address is usually the private address of 192.*.*.*, 172.*.*.* and 10.*.*.*.

  • Whether the situation is changed after automatic negotiation is disabled.

    Confirm what will happen after disabling the automatic negotiation.
    Please refer to the operating steps below.

  • Whether the problem is solved after the firmware of ADSL modem is updated.

    If there is no problem in network settings, please ask the supplier of ADSL modem to provide a fixed version which can connect stably.
    Regarding how to update the firmware, please consult the supplier.

Reference information

  • If the symptom is resolved, it could be due to the network setting being wrong, or the network adapter doesn't work properly.
    When reinstalling or resetting the network, refer to the manual of ADSL modem to configure the network or ADSL modem.
  • It could also be due to issues in the ADSL modem or the setting of connection.
    Regarding the setting of connection, connecting methods and so on, please consult the providers of ADSL modem or provider of Internet service.