If you can connect to the Internet, but web pages do not open, the problem is somewhere in the send and receive process. The issue is often related to one of the following.

  • Your home or company network.
  • Your ISP (Internet service provider).
  • DNS (domain name system) server.
  • The websites themselves.
  • Internet browser used to access websites.
  • Malware or a virus on your computer.

Follow the steps below to identify the problem and fix it.

Ping an Internet address

  • Open the Command Prompt.
  • At the prompt, type ping google.com and press Enter.

No response from google.com

If you do not receive a response, try pinging the google.com IP address by typing the command ping 8.8.8.8 at the prompt.

Response from IP

You have a DNS problem if you receive a response from the IP address but not the domain google.com. Open your router configuration and ensure your ISP’s DNS address and other addresses are correct.

  • How to access a home network router setup or console.

No response from IP

If you get no response from the IP address and the google.com address, something is wrong with your network. Unplug the power to your router and broadband modem if you are on a home network. Leave them unplugged for ten seconds, and then plug them in again. After the modem and router are powered up and re-connected, test your Internet again.

If resetting the power to the devices still does not help, open your router configuration and ensure the settings for your ISP are correct. You can contact your ISP for help ensuring the router settings are properly configured.

If this is a corporate network, contact the network administrator, as there may be a problem with the network that only they can resolve.

I receive a response or packets from google.com

If you receive a response or packets from google.com, try opening google.com in your Internet browser. If google.com opens, but another web page doesn’t open, it’s a problem with that page, or a filter prevents the page from opening. See the following link for help with testing if a website is down or accessible through your network.

  • How to test if a website or web page is down.

If google.com does not open in your browser, try an alternative browser. For example, if you are using Internet Explorer, try opening google.com in a different browser, like Firefox or Chrome. If google.com opens in an alternative browser but not your primary browser, it is a problem with your browser and not your Internet.

Web pages not opening in any Internet browser

If web pages do not open in any Internet browser, your computer may have a virus or malware infection. Some malware and viruses prevent web pages from opening or loading in any Internet browser. We recommend checking for and removing viruses or malware on your computer. If malware is found and cleaned, it may resolve the issue and allow you to open web pages again.

  • How to remove a virus and malware from my computer.

Another option is to access the Safe Mode with Networking option for Windows and try opening a web page in any Internet browser. If you can successfully open a web page in safe mode, the issue may be a process that only runs in normal Windows mode. For instance, there may be a defective device driver or a network setting only active in normal Windows mode. It may also indicate a virus or malware infection, as some viruses and malware are not active in safe mode.

  • How to open Safe Mode.
  • Network and network card help and support.
  • Computer browser troubleshooting.
  • See our Internet and modem definitions for further information and related links.
  • Internet help and support.