Playbook: "Users can't reach the internet"
In short: Work out the scope first, then test in order: link, IP configuration, gateway, internet by IP, then DNS. The first test that fails tells you where the problem is.
1. Work out the scope
- One user → probably the device, cable, Wi-Fi or account.
- One area or VLAN → probably a switch, access point, DHCP scope or VLAN.
- Everyone → probably the firewall, internet link, DNS or ISP.
Also ask: what changed recently? Updates, new equipment and configuration changes cause many outages.
2. Test in this order
| Step | Windows | Linux / macOS | If it fails |
|---|---|---|---|
| Link up? | Check the network icon or link lights | ip link | Cable, port, Wi-Fi or switch port shut down |
| Valid IP? | ipconfig /all | ip addr | A 169.254.x.x address means DHCP failed: check the DHCP server, scope or VLAN |
| Reach the gateway? | ping <gateway> | ping -c 4 <gateway> | Local network problem: VLAN, switch, wrong gateway |
| Reach the internet by IP? | ping 8.8.8.8 | ping -c 4 8.8.8.8 | Firewall, routing, NAT or ISP problem |
| DNS working? | nslookup example.com | dig example.com | DNS server down or wrong: check the configured DNS servers |
| Path to destination | tracert 8.8.8.8 | traceroute 8.8.8.8 | Shows the hop where traffic stops |
If pinging an IP works but names don't load, it's almost always DNS. If everything works but one website fails, check the proxy, browser or web filter.
3. Quick fixes to try
ipconfig /release
ipconfig /renew
ipconfig /flushdns4. If you need to escalate
Send the next team: the user and device name, the IP configuration output, which test failed, the time it started, how many users are affected and anything that changed. A clear handover fixes problems faster.
Key takeaways
- Scope first: one user, one area or everyone.
- Test link → IP → gateway → internet by IP → DNS.
- 169.254.x.x means DHCP failed.
- Ping by IP works but names fail = DNS.
Original content written by Mohamed Fayas for FM TecHub. © 2026 FM TecHub. You're welcome to share a link to this page; please don't copy the text elsewhere without permission.