Diagnosing and Fixing Internet Problems

Here are some general trouble-shooting tips for diagnosing and fixing internet-related problems such as web pages not displaying properly, web page features unavailable or non-responsive etc.

1. Make sure your browser, anti-virus program, java and OS are 100% up-to-date. Uninstall ALL older versions of java.

2. Clear your browser's cache.

3. Turn off ALL browser add-ons, extensions and plug-ins. If this fixes the problem you can determine which add-on, extension or plug-in was causing your problem(s) by turning them back on one at a time. Mozilla's Firefox browser has a "safe mode" option that opens the browser with all this crap, er, add-ons, plugins, etc turned OFF.  Do whatever you were trying to do previously each time you turn one extension or plug-in back on until you recreate the problem, thereby discovering what was causing it to occur.

4. Try using a different browser.

5. Reboot your modem and router (turn them and your PC off for 3 minutes)


If you are using a Wi-FI connection try using a hardwired connection instead, if you can. If you're already using a hard-wired connection and a router, try plugging your PC cable into a different port this sometimes works NS! You can also try replacing the various router/modem cables with better quality cables or at least brand-new ones.

5a. Always use RJ45 cables (pictured above) instead of USB cables (if possible) to connect routers, modems and PCs to each other.

6. Use a search engine to try looking up a fix or solution   http://www.cln.org/searching_faqs.html

6. Check the speed and quality of your ISP connection  http://speedtest.net/     http://pingtest.net/

7. If possible try using another PC, I've put this "solution" down the list since it's probably not a common option for most of us. If your problem doesn't occur using another PC, the problem is with your PC not the website or ISP connection

7A. Launch "Task Manager" and check out what applications and processes are running. This is another low-priority possible fix because if you aren't familar with what programs and processes are routinely running and you can't spot new ones this suggestion won't work for you!

8. For problems at chess.com ask the staff for assistance if you can't find an answer in the FAQ and help files here. You can also post a  new topic in the Help + Support forum here describing the problem.

9. When requesting assistance, be sure to fully explain what the problem is, when it began occuring, what OS and what browser you are using (and what version of each you are using ie Chrome 16, IE 8 or whatever) and what type of ISP connection you have (ie dial-up, cable, DSL). 

10. http://support.chess.com/Knowledgebase/Article/View/167/0/my-internet-connection-is-fine---why-am-i-getting-disconnects


  • 2 months ago


    I have done the my pc problem.thank you.


  • 4 years ago


    The best way I can get out is use Force Quit. Yay. *flat cheer*

  • 4 years ago


    wht is when chess.com is not responding, I lose the game?

    I have had this too many times and I may seek another sight

  • 5 years ago


    @ DamienSticklen  sure a lack of awareness can be a problem but then again even I reach the pt sometimes where I just want to do something I want to do on the PC and not be maintaining, repairing and researching PC problems all the dam time! Although in the past I've spent a lot of time in doing so and have learned a lot, and some of the answers here have also increased my knowledge.

    Just like a lot of people just want to drive their car not know how to fix it when it won't start, they'd rather just pay someone else to fix it. This is a bad attitude but if they can afford to pay others to do stuff for them oh well...helps keep the unemployment rate down right? :)

  • 5 years ago


    Nimzoroy: Probably right, then again, I think a lack of awareness about alternatives that help may be part of the problem.
  • 5 years ago


     DamienSticklen interesting idea, but how many PC users do you suppose have ever even heard of Linux? And no i'm not being snobbish or snotty to my amazement I've discovered many of my pals have never even heard of cut-and-paste and couldn't tell you what CPU, DNS or RAM means - so your suggestion is only for advanced users and even I wouldn't bother (but I'm lazy) although one day I might load Red Hat or Ubuntu as an alternate OS to fool around with, although that would cut into the time on  spend on chess, drinking, goofing off etc.

    stubborn_d0nkey good idea I use several GRC utlities inc their "Shields UP" firewall test which is awesome and if I ever have bad HD problems I might invest in Spin Rite since overall I think GRC is a great place, and Steve Gibson is a great PC guy. And I'm going to run the long DNS check to get the 50 best servers list although I probably won't use it unless I start having consistent internet problems. 

    And again, this suggestion is only for advanced users when you consider the average PC user has never heard of defrag, services.msc, registry editing etc.

  • 5 years ago


    Another suggestion that can help with browsing; check and possibly change your DNS if it's not the best one.


    There is a great little utility that does just that, dns benchmark! It runs a test (dont use any other internet applications on the same network, if possible, while doing it) that checks your DNS against other DNSs. I highly recommend creating a custom list, since I experienced a considerable leap in results from the one's in the default list and the ones in the custom list. The author warns that there might be unsafe DNSs in the full list, so after running a test check out where the DNSs come from before changing them.


    P.S. If the problem is one website, there is a website that check's if its only down for you or for everybody.

  • 5 years ago


    Another possible solution: Try another operating system instead of Windows such as GNU/Linux
  • 5 years ago


    Twobit  I use Malware Bytes as an "on demand" virus scanner in additon to Avast anti-virus which does daily fast scans. It's a great program! Your suggestion to check out ongoing processes is a very good idea BTW - for people who actually know what their routine processes are and are able to recognize new or unknown (to them) processes. 

    Check out a program called CACHEMAN which is better than task launcher for displaying data and terminating stubborn programs. 

  • 5 years ago


    Do you review the ongoing processes in your task manager? WindowWasher is great to clean up your cache, SpySweeper or MalwareBytes to go after other malignant processes.

  • 5 years ago


     elginvonholtz   I don't even have all the answers for all the PC problems I've had over the years, much less this one you mention. Maybe the staff here has heard of it and has a solution?  What version of Windows are you using and which browser? All I can think of is try whatever steps I've suggested that you haven't already tried.

    AND, unfortunately some problems are only cured by re-installing Windows, which should be done once or twice annually, at the very least. Unless Windows 7 is radically different that is, I'm still using XP SP3. And I can't promise even doing this will solve your problem.

  • 5 years ago


    Thanks Nimzoroy for your sound advice.  I have already tried many of the things that you mention.  However, the problem that I keep coming  back to is the fact that  I can play mulitple games against multiple players without incident. The problem always occurs during a tournament, after I have played at least one game, and during the switch from one opponent to another.  I am convinced that I have some conflict in browser setup which only shows itself at this certain point in the tournament program where opponents are being switched.  I have just udated JAVA and a Windows Service Package, in case that helps.  I guess I will just keep trying and hope that I can nail the problem down.  Or else stay out of tournaments.


  • 5 years ago


    I approve of your profile pic.

  • 5 years ago


    Sollevy10 describe your OS and browser to get assistance with internet-related problems. If you are using Google Chrome you can try using this adblocker (last link below) which I can't vouch for, but it appears to be free and if it doesn't work or you don't like it you can always uninstall it.  What sites does this livejasmin pop up at?

    Try using a different browser and see it you still get the same popup ad or not. Make sure all your browser(s) and your OS are 100% up-to-date. Don't buy anything, I'm pretty sure you can find a free ad-blocker that will work.

    http://www.cnet.com/and  http://www.pcworld.com/ are good sites to research any PC related issues.


  • 5 years ago


    Thank you sheardp for reminding me to add an important step.

  • 5 years ago


    thanks for giving us the solutions to our common internet connection problems. can you recommend a good pop-up blocker?  something that can finally disable livejasmin? that pop-up is annoying, don't you think so, NimzoRoy? :-)

  • 5 years ago


    I notice that olders browsers work better than the new editions Foot in mouth

  • 5 years ago


    I've had way too many PC problems to enlist in your brigrade! 

  • 5 years ago


    All sound advice. My trouble is being part of the "Can't possibly be my problem" brigade until the answer is forcibly shoved in front of me :D

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