Windows - Troubleshooting using the Device Manager

This document explains how to troubleshoot ethernet connections by using the Windows device manager.

Often when a Network card is installed, but is not working in a computer, the problem can be traced back to incorrectly installed device drivers. The Device Manager in Windows will report network devices that are not working correctly. Many network problems can be solved by updating the driver in the Device Manager.

Note: This document assumes that a Network adapter is installed correctly in the computer.

1. Open the Device Manager by going to Start--> Settings--> Control Panel and double-clicking on the System Icon. This will bring up the System Properties window.
2. Click on the Device Manager tab (For Windows 2000/XP select the Hardware tab and click on the Device Manager button in the lower right-hand corner) to view the Device Manager.

1. Locate Network Adapters in this listing and click on the + sign in front of it. This will display the current network devices that are detected by windows. In our example, there are two devices, one of which is the 3com 3c920 fast ethernet controller. This is the network card, which can have many different names depending on the computer, but usually contains ethernet or network in its description.

In this example, the network card appears to be in working order. One of the following will appear in the Device Manager if there is a problem:

• The Network card does not appear at all, or the Network Adapters icon cannot be found in the Device Manager. In this case the network card may not be installed correctly, as Windows should detect almost all cards put into the computer.
  Recheck the cards connection and verify the cable is securely plugged into a working ethernet jack on the wall as well as in the back of the computer.
• There is a listing for Other Devices in the Device Manager which has a Yellow Question Mark (?) icon next to it. Check this listing to see if there is an item that may be the network card. If this is the case the drivers could not be found by windows so the device it detected was placed in the other devices category. Windows does not currently know what the device is so updating the drivers to the correct ones will help resolve this. Follow the instructions below beginning with step 4 clicking instead on this "Other device".
• The card appears but has a yellow *explanation* point or a red X over the icon. In this case the card is being detected and Windows recognizes it as a network card but incorrect drivers may have been installed or there is another conflict with the card.
  Follow the directions listed below beginning with step 4 to resolve the problem.
• There are multiple network cards with the same name but there is only one network card installed in the machine. One or both of the cards may have a yellow *exclamation* mark, or a red X on it.
  In this case, click on the network card, and click the Remove button. Do this for each card that appears until there are no more cards listed. Close the Device Manager and restart the computer when prompted. Windows should detect only one device when it boots up. Start over at step 1.

 

1. Click on the device that appears to be the Network Card and click on the strong>Properties button. This should open a new window for that device.

1. The Device Status Screen may give some insight as to what the problem is. If the message here sounds similar to the following "Windows cannot find Drivers for this device, or they are installed improperly," then it is likely that updating the driver will fix this situation. Make sure that in the "device usage box" there is not a check in Disable in this Hardware Profile. Click on the Driver button at the top of this screen to continue.
   
   
2. The drivers screen will give information on what driver windows is currently using for this device. Usually there are newer drivers available for any given card then those that are shipped with it. These can be found at the manufacturer's website, and usually fit on one floppy disk. Obtain a floppy with these new drivers on it, and click on the Update Drivers button to continue.

Note: If you cannot find the newest drivers for your network card, come into the DoIT Helpdesk with a floppy disk, the network card manufacturer, and model number and most of the time the walkin help desk can put the newest drivers on a floppy disk for you.

1. The "Update Drivers Wizard" now appears, click Next until the "What do you want Windows to do?" question appears.
2. Windows can have difficulty finding the latest drivers itself, so select Display a list of all the drivers in a specific location so that you are able to select the driver you want. Click Next to continue.

1. Some Users may see a window to select an appropriate device, select Network Adapters if necessary, and click Next until you see a window titled "Select Device."
2. Place the disk with the latest drivers on it in the floppy drive, click the Have Disk button in the bottom corner of this Window and direct Windows to the computers floppy drive (usually A:).

Note: If Windows claims that the disk contains no information then click the Browse button and search the disk for a Windows or win98 folder. Some Network card manufactures will put the latest Windows drivers in these folders instead.

Click OK to continue.

1. If Windows drivers are found on the disk a list with all of the available drivers will be produced. Select the correct card from the list and click OK

Note: It is important to choose the correct card and match up the model number with the actual number listed on the card if necessary but just picking any driver will not work.

1. This will return you to the "Update Device Driver Wizard," and after coping some of the files, a window will come up indicating that it is done installing. Click Finish to exit the wizard.

1. Click Yes to restart the computer. When it restarts go back into the Device Manager.

1. If only one Network Card appears with no icons over the network picture then the device drivers have been updated correctly.

Otherwise, the new drivers are not compatible or were not installed correctly. Check the manufactures web page for further troubleshooting.