Article ID : 00027890 / Last Modified : 08/26/2016

Unable to make an Internet connection using a cable or DSL modem.

This answer is designed for Sony® VAIO® computers with the Windows XP® operating system.

Applicable Products and Categories of This Article

NOTE: Before beginning, scan for and remove any spyware or virus files that may be present on the computer.

  1. Turn off any routers, hubs, or switches that are connected to the computer or modem.
  2. Turn off the modem and the computer for 1 minute to renew the DHCP lease on the modem.

    NOTE: It may be necessary to contact the Internet Service Provider (ISP) for additional information regarding renewing the DHCP lease on the modem.

  3. Turn on the modem and wait until all the normal operation lights remain lit.
  4. Turn on any routers, hubs, or switches that are connected to the computer or modem.
  5. Turn on the computer.
  6. Attempt to access more than one URL on different domains to ensure no Web sites are accessible.
  7. Startup the computer in Safe Mode with Networking and attempt to access the Internet.

    NOTE: If the Internet connection is successful, there may be security software or malware interfering with the connection.

  8. Ensure any firewall software installed is configured correctly.
  9. In the web browser address box, type

    IMPORTANT: If the Sony home page is displayed by typing the IP address, there is an issue with the Domain Name Server (DNS). Contact your Internet Service Provider (ISP) for additional support to resolve this issue.

    NOTE: Since all broadband Internet connections are configured differently, require different software and hardware, and may not store configuration info on the local computer, the ISP must assist in troubleshooting the issue.

  10. Ensure the cables are all connected securely to the computer, routers, hubs, or switches and to the modem.

    NOTE: If the computer is connected to the modem through a USB connection, change the connection to an Ethernet connection.

  11. Attempt to access the Internet.
  12. Connect the broadband modem directly to the computer without the router.
  13. Attempt to access the Internet.
  14. Ensure that network card is installed and working correctly to allow a connection to the Internet.


    • For information on configuring third-party firewall software contact the software manufacturer.
    • If the issue occurred after installing an update or application, it may be necessary to uninstall that update or application. Contact the manufacturer of the update or application for additional information.
    • Do not use the System Restore feature to uninstall the Windows Service Pack 2 (SP2) update. To uninstall  the update, use the Add or Remove Programs icon in Control Panel.
  15. Perform a System Restore  to time when access was available.
  16. Attempt to access the Internet.
  17. Create a new user profile.
  18. Attempt to access the Internet.
  19. Perform a system recovery.
  20. Attempt to access the Internet.

If the issue is still unresolved, service may be required.

For all Sony products (EXCEPT VAIO computers): To send your product to a Sony facility to be repaired or to check the status of the a repair, visit our eService web site.


For VAIO Computer products: Please call 1-888-4SONYPC (476-6972) for service information for your product. To check the status of your VAIO product repair, have your phone number or Best Buy service number available and call 1-800-433-5778.