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How do I fix Wi-Fi connection problems?

  • Updated

If you're having Wi-Fi connection problems or see a Wi-Fi icon with an exclamation point, try the solutions below. After each solution, try to open a webpage on your device or relaunch your application to see if the issue is fixed.

Step 1: Check settings and restart

  1. Verify Wi-Fi is on. Then turn it off and on again to reconnect.
  2. Verify Airplane mode is off. Then turn it on and off again to reconnect.
  3. Press your device's power button for a few seconds. Then, on your screen, tap Reboot.

Step 2: Determine problem type

  • Device: Try connecting to the Wi-Fi network with another device, like a laptop computer or a personal device. If other devices can use the network, the problem is most likely with your device.
  • Network: Check whether your device can connect to another Wi-Fi network, like a different available private network or a public network. If your device can connect elsewhere, the problem is most likely with the network.
  • Internet: If your device connects to the Wi-Fi network, but you still have no internet, the problem is most likely with your internet connection.

Step 3: Troubleshoot by problem type

Device

Delete and re-add network

  1. Open your device's Settings app.
  2. Tap WLAN. If needed, turn on Wi-Fi.
  3. Tap the desired Wi-Fi network.
  4. Tap Forget.
  5. At the top right corner, tap the vertical ellipsis > Refresh.
  6. Tap the desired Wi-Fi network.
  7. If needed, enter the network name (SSID), a password, and other security details.
  8. Tap Connect.

Check for problem apps

  1. Turn on safe mode by holding the power button until the Power settings menu is displayed.
  2. Hold the Power off option until the Reboot to safe mode dialog is displayed > tap Ok.
  3. Try connecting to the Wi-Fi network again.
    1. Open your device's Settings app.
    2. Tap WLAN > the desired Wi-Fi network.
  4. Verify whether the Wi-Fi connection works in safe mode.
    • If the Wi-Fi connection works in safe mode then the application is most likely causing the issue.
      • To exit safe mode, restart your device.
      • Consult with your application developer, to resolve the issue.
      • Reinstall the updated application.
    • If the Wi-Fi connection doesn't work in safe mode then likely it's a problem with the Wi-Fi network or internet connection.

Internet and network

Restart the router and modem

If the Wi-Fi router and modem are yours, try turning them off and then on again.

  1. Unplug the router and modem's power cords from the power outlet for 20 seconds.
  2. Plug the power cords back in.
  3. Check that all cords and cables are secure at both ends.
  4. Wait a few minutes, until the lights on the modem and router are working. (See the device manual or manufacturer's support site.)

If the lights aren't working right, you could have an issue with the modem, router, or internet connection.

Contact the network administrator or your Internet Service Provider (ISP). For example, there could be a service outage, or they could need to reset your connection.

Sign in to a public network

Important: Public networks, like at cafes or airports, often have a webpage for you to complete. If you sign in or accept the terms, the public connection should work.

If you don't see an authorization page after you connect to a public network:

  • Check for a notification that asks you to sign in.
  • Open a new page in a new window.

If those steps don't work, try restarting your connection to the network:

  1. Open your device's Settings app.
  2. Tap WLAN.
  3. Touch and hold the network name. Tap Forget network.
  4. Turn Wi-Fi off and then on again.
  5. On the list, tap the network name.
  6. You'll get a notification to sign in. Tap the notification.
  7. To connect to the network, agree to the terms.

Reset all network settings

  1. Open your device's Settings app.
  2. Tap More > Network settings reset.
  3. At the bottom, tap Reset settings.

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