Problems with Your Internet Connection
Your MacBook has the Setup Assistant application to help walk you through setting up
an Internet connection. Open System Preferences and click Network. Click the “Assist
me” button to open Network Setup Assistant.
If you have trouble with your Internet connection, you can try the steps in this section
starting with Network Diagnostics.
To use Network Diagnostics:
1
Choose Apple () > System Preferences.
2
Click Network and then click “Assist me.”
3
Click Diagnostics to open Network Diagnostics.
4
Follow the onscreen instructions.
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If Network Diagnostics can’t resolve the problem, there may be a problem with the
Internet service provider (ISP) you are trying to connect to, with an external device you
are using to connect to your ISP, or with the server you are trying to access. You can try
the following steps.
Cable Modem, DSL, and LAN Internet Connections
Make sure all modem cables are fully plugged in. Check the modem power cord,
the cable from the modem to the computer, and the cable from the modem to the
wall jack. Also check the cables and power supplies for Ethernet hubs and routers.
Turn the modem off and on to reset the modem hardware
Turn off your DSL or cable modem for a few minutes, and then turn it back on.
Some ISPs recommend that you unplug the modem’s power cord. If your modem has a
reset button, you can press it either before or after you turn the power off and on.
Important:
Instructions that refer to modems do not apply to LAN users. LAN users
might have hubs, switches, routers, or connection pods that DSL and cable modem
users do not have. LAN users should contact their network administrator rather than
an ISP.
PPPoE Connections
If you are unable to connect to your Internet service provider using PPPoE (Point to
Point Protocol over Ethernet), make sure you have entered the correct information in
Network preferences.
To check PPPoE settings:
1
Choose Apple () > System Preferences.
2
Click Network.
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3
Click Add (+) at the bottom of the network connection services list, and choose PPPoE
from the Interface pop-up menu.
4
Choose an interface for the PPPoE service from the Ethernet pop-up menu. Choose
Ethernet if you are connecting to a wired network, or AirPort if you are connecting to
a wireless network.
5
Enter the information you received from your service provider, such as the account
name, password, and PPPoE service name (if your service provider requires it).
6
Click Apply to make the settings active.
Network Connections
Make sure the Ethernet cable is plugged into your MacBook and into the network.
Check the cables and power supplies to your Ethernet hubs and routers.
If you have two or more computers sharing an Internet connection, be sure that
your network is set up properly. You need to know if your ISP provides only one
IP address or if it provides multiple IP addresses, one for each computer.
If only one IP address is provided, then you must have a router capable of
sharing the connection, also known as network address translation (NAT) or
“IP masquerading.” For setup information, check the documentation provided
with your router or ask the person who set up your network. You can use an
AirPort Base Station to share one IP address among multiple computers. For
information about using an AirPort Base Station, check Mac Help or visit the
Apple AirPort website at www.apple.com/support/airport.
If you can’t resolve the issue using these steps, contact your ISP or network
administrator.
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