Wi-Fi network troubleshooting

If your device won't connect to a Wi-Fi network or drops Wi-Fi connections, it can make it hard to web browse or update apps. Let's try to fix it.

 

 

Home Wi-Fi network problems

  1. Check if other devices (computers, phones, etc.) can access the Wi-Fi network.
    • If another device has a similar problem, the issue is definitely the Wi-Fi router, modem, or Internet.
    • Contact the Internet service provider (ISP) for help.
  2. Make sure the Wi-Fi security password you're using is correct.
  3. Move closer to the Wi-Fi router to test within 50 feet, with no walls between it and the device.
    • Wi-Fi signal quality degrades as you move away from the router.
    • Some routers can broadcast through walls/distance better than others.
  4. Restart the Wi-Fi network modem and router (if you can access them).
    • Turn off Internet modems and routers.
    • Turn on the modem first. After it restarts, turn the router on.
  5. Restart your device.
  6. Turn on Wi-Fi on your device.
  7. Delete/forget the Wi-Fi profile from your device. Then re-connect to add it again.
  8. Open a web browser, and attempt to open a non-secure web page, such as Google or ESPN.
    • A non-secure website begins with "http://"; A secure one forwards to a URL with "https://" at the beginning.
    • Some public networks will display a login page that you need to pass before using the Wi-Fi in other apps.
    • If a web page opens, Wi-Fi is working, and you're done with this page.
  9. If you are getting a password error on the device, use a connected computer to temporarily turn off the network security.
    • If you can connect with security off, change the security type to one the device supports before re-enabling it.
    • Try a new password.
  10. Turn off any battery-saving or power-saving features on the device.
  11. Uninstall downloaded apps that might manage Wi-Fi or explore Wi-Fi networks.
  12. For Android devices, wipe the cache partition. (Visit the Devices page for help with these steps.)
  13. For Apple iPhone:
    • Reset network settings (Settings > General > Reset > Reset Network Settings).
    • Turn off Wi-Fi Assist.
  14. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps.
  15. If issues continue, contact your Internet service provider (ISP).