Troubleshooting Internet Connectivity Issues on Microsoft Windows Devices

Applies To:

• Microsoft Windows Powered Devices

• Windows 10/11 Education environments

• Network infrastructure with DHCP/DNS

1. Initial Checks

1. Confirm Wi-Fi is enabled.

   • Navigate to Settings > Network & Internet > Wi-Fi.

   • Ensure the device is connected to the correct SSID.

2. Verify whether other devices in the same classroom or area have internet access.

   • If multiple devices are affected, the issue may be network-wide (access point, VLAN, or switch port issue).

2. Verify Network Configuration

1. On the Device, open:
   Settings > Network & Internet > Wi-Fi > Properties

   • IP Address: Depending on network config, should be in 10.x.x.x , 172.x.x.x, or 192.x.x.x.

   • Gateway: Should point to on site gateway.

   • DNS Server: Should be set to your on site DNS server or public, eg: 8.8.8.8 or 1.1.1.1.

2. If the device shows a 169.254.x.x (APIPA) address, DHCP is not assigning properly.

3. Reset and Renew Connection

1. Forget and reconnect to the Wi-Fi network.

2. Restart the device.

3. Run the following commands in Command Prompt (Admin):

   ipconfig /release

   ipconfig /renew

   ipconfig /flushdns

4. If issues persist, perform a Network Reset:
   Settings > Network & Internet > Advanced > Network Reset

4. Test Connectivity

1. Open Command Prompt and test:

   • ping your server IP → Tests server reachability.

   • ping 8.8.8.8 → Tests internet connectivity.

   • If pings succeed but websites do not load, check DNS/proxy.

2. Test browsing by IP:

   • Go to http://142.250.72.14 (Google).

   • If this loads, DNS or other configuration may be the issue.

5. Check Proxy (if enabled)

• Confirm the proxy file has applied correctly..

• If wrong information is applied, the device may fail to resolve domain names.

6. Device-Specific Fixes

1. Run the built-in Windows Network Troubleshooter.

2. Check for pending Windows Updates or Wi-Fi driver updates.

3. If only this device is affected:

   • Remove and re-add the device to the domain if applicable.

   • Consider re-enrollment into Intune if policy corruption is suspected.

7. Escalation Steps

• If no resolution after above steps:

  • Document test results (IP, DNS, ping outcomes).

  • Escalate with details to network support for further VLAN/AP troubleshooting.

  • Note whether other students in the same classroom are affected.

✅ Use this KB when a student reports their Surface Go tablet cannot connect to the internet. Following these steps will help determine if the problem is device-specific or network-wide.