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network · evidence-led troubleshooting

Internet Says Connected but Websites Do Not Load

Use a focused DeviceOK test first, then follow the evidence from browser/device state before changing drivers, firmware, or hardware.

Reviewed 2026-08-113 diagnostic steps1 official sources
Run Online statusSee fault tree ↓

What this symptom means

This symptom concerns the network path. Start with a neutral DeviceOK test where available so the next step is based on evidence rather than a generic reset sequence.

Diagnostic principleSeparate local link, DNS, internet reachability, latency/jitter and service-specific failures. A browser speed or ping-style test cannot prove Wi-Fi PHY rate, Ethernet negotiation or ISP line quality by itself.

Fault tree

Network fault tree

Use the observation that best matches what you can reproduce. Do not treat every cause as equally likely.

1
Local link problem

Evidence: Only one device fails or link drops before internet tests can run.

Next: Compare Wi-Fi/Ethernet, link state, cable/port and router association.

2
DNS/routing

Evidence: Some IP connectivity works but names/sites fail.

Next: Compare DNS resolution and another network before resetting the whole router.

3
Latency/jitter/congestion

Evidence: Connection stays online but real-time apps stutter and round-trip times vary.

Next: Compare wired vs Wi-Fi, local load, VPN and time-of-day patterns.

4
Service-specific block/outage

Evidence: General web tests pass but one app/service fails.

Next: Check service status, firewall/VPN/policy and service-specific ports.

Interpret the result

Evidence matrix

A test result is useful only if it changes the next troubleshooting branch.

ObservationWhat it supportsPrioritize next
Online + stable browser RTTBasic web connectivity is working with relatively stable round trips to the DeviceOK endpoint.Service/app-specific routing if one application still fails.
Online + high jitterConnectivity exists but timing is inconsistent.Wi-Fi interference, congestion, VPN, overloaded router/ISP path.
Browser reports offlineThe current browser session has no usable network path.Local interface, router/modem, captive portal or upstream outage.
Fast internet test, slow local transferInternet throughput and LAN link are different paths.Ethernet/Wi-Fi negotiated link, switch/NAS/device storage rather than ISP.

Fast baseline

Rule out the simple causes first

  1. 1

    Run DeviceOK Online Status Test.

  2. 2

    Open one other known-good website and compare.

  3. 3

    Temporarily disable a VPN/proxy only if you know how to restore it.

Full sequence

Work from reversible checks to invasive ones

Avoid destructive resets, unofficial driver packages, firmware flashing, or replacing hardware before the simpler detection, permission, connection and configuration checks are exhausted.

  1. 1

    If DeviceOK loads and its ping endpoint responds, the browser has working connectivity to at least this service.

  2. 2

    If only one site fails, investigate that service, DNS filtering, browser extensions, or account/network restrictions.

  3. 3

    If many sites fail, restart the network connection/router and inspect DNS/VPN/firewall settings.

Platform branches

Where the setting lives

Wi-Fi

  • Compare near-router and normal-location behavior
  • Check band/mesh node only after verifying the exact router model
  • Use Ethernet comparison when possible

Ethernet

  • Check negotiated link speed in the OS/switch
  • Use known-good cable and port
  • Remember a router with 1GbE ports cannot deliver multi-gig over that wired link

Managed/VPN networks

  • Compare without VPN if permitted
  • Check captive portal
  • Do not bypass organization security policy; ask the administrator for blocked-service diagnostics
If it works in DeviceOK

If the matching DeviceOK test succeeds, prioritize the affected app, browser policy, operating-system setting, or configuration before assuming complete hardware failure.

If it also fails here

Repeated failure across clients or connection types moves the diagnosis toward local network or upstream infrastructure. Compare the simplest direct connection and official diagnostic path before replacement.

Escalation threshold

When software troubleshooting has stopped being high value

  • Physical link drops across known-good cable/port
  • Router/modem repeatedly reboots or overheats
  • ISP line diagnostics report errors
  • Managed network policy blocks the required service
Changed one variable?After every meaningful change, repeat the same test under the same conditions and compare the result. Retest under the same condition so the result is comparable.
Retest Online status