I have a chromebook that is new running OS94. It will not join my home network

[ronlennon]

Chromebook diagnostics say failed to ping default network gateway

[A_Gayathri · Accepted solution]

Hi @ronlennon,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Chromebook diagnostics say failed to ping default network gateway. Not to worry I will help you to get a resolution to resolve the issue.

• Step 1: Remove external devices
• Step 2: Perform a hard reset
• Step 3: Perform a system recovery 

Fix connection problems

If you have trouble connecting your Chromebook to the internet, try the steps below. Test your Chromebook after each step to check if the problem is fixed.

If you still have trouble after you try these steps, contact your Chromebook manufacturer.

Can't connect to Wi-Fi

1. Make sure Wi-Fi is on.
2. Check that the network you want to connect to works with your Chromebook.

Can't connect to other networks

Problems connecting to wired networks

• Make sure your Chromebook is connected to the router with a working Ethernet cable or USB adapter.
• At the bottom right, select the time. If your Chromebook is connected properly, you'll see Connected to Ethernet .
• Try connecting a different computer to the router. If it connects properly, you might need a different cable or USB Ethernet adapter.

Problems connecting to mobile networks (US)

1. Make sure your Chromebook can connect to mobile networks, and that your connection is on.
2. Restart your Chromebook.
3. Make sure the T-Mobile or Verizon Wireless network is turned on. Call your mobile carrier if you have problems connecting.

You can also try switching mobile carriers:

1. Sign in to your Chromebook as a guest.
2. Press Ctrl + Alt + t to open a terminal window.
3. Type this command: modem_set_carrier Generic UMTS
4. Press Enter.
5. Type exit and press Enter again.
6. Turn off the Chromebook.
7. Insert a SIM card from a different mobile carrier.
8. Turn on the Chromebook.

To switch back to Verizon, open a terminal window and type this command:

modem_set_carrier Verizon Wireless

To switch back to T-Mobile, open a terminal window and type this command:

modem_set_carrier T-Mobile

Problems connecting to mobile networks (outside the US)

1. Make sure your Chromebook can connect to mobile networks, and that your connection is on.
2. Restart your Chromebook.
3. Check that your SIM is activated. If you're still having problems, contact your carrier.
4. You might need a PIN to unlock the SIM card. If you don't know the PIN, call your carrier or use mobile data roaming.

Problems connecting to captive portal networks that require sign-in

Your device may have issues connecting to the internet if the network you’re on requires you to sign in and accept an agreement to use the internet. This agreement is known as a captive portal sign-in page.

• Locate the network sign-in page: Browse http:// websites like http://www.gstatic.com/generate_204 that the network might redirect to its landing page.
  • Tips:
  • Turn off extensions: If you can't find the network sign-in page, turn off any extensions that you’ve installed on Chrome. Learn how to uninstall extensions.
  • If you’re able to complete the sign-in but still can’t get online:
    • Disconnect and reconnect to the network.
    • Use your phone or another device to check if you can connect to the network. If you can’t sign in from another device, there could be an issue with the network.
    • Ask the owner of the network if the network offers internet access.

If the issue persists then please Click here to complete the troubleshooting steps.

I hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[A_Gayathri]

Hi @ronlennon,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Chromebook diagnostics say failed to ping the default network gateway. Not to worry I will help you to get a resolution to resolve the issue.

• Step 1: Remove external devices
• Step 2: Perform a hard reset
• Step 3: Perform a system recovery 

Fix connection problems

If you have trouble connecting your Chromebook to the internet, try the steps below. Test your Chromebook after each step to check if the problem is fixed.

If you still have trouble after you try these steps, contact your Chromebook manufacturer.

Can't connect to Wi-Fi

1. Make sure Wi-Fi is on.
2. Check that the network you want to connect to works with your Chromebook.

Can't connect to other networks

Problems connecting to wired networks

• Make sure your Chromebook is connected to the router with a working Ethernet cable or USB adapter.
• At the bottom right, select the time. If your Chromebook is connected properly, you'll see Connected to Ethernet .
• Try connecting a different computer to the router. If it connects properly, you might need a different cable or USB Ethernet adapter.

Problems connecting to mobile networks (US)

1. Make sure your Chromebook can connect to mobile networks, and that your connection is on.
2. Restart your Chromebook.
3. Make sure the T-Mobile or Verizon Wireless network is turned on. Call your mobile carrier if you have problems connecting.

You can also try switching mobile carriers:

1. Sign in to your Chromebook as a guest.
2. Press Ctrl + Alt + t to open a terminal window.
3. Type this command: modem_set_carrier Generic UMTS
4. Press Enter.
5. Type exit and press Enter again.
6. Turn off the Chromebook.
7. Insert a SIM card from a different mobile carrier.
8. Turn on the Chromebook.

To switch back to Verizon, open a terminal window and type this command:

modem_set_carrier Verizon Wireless

To switch back to T-Mobile, open a terminal window and type this command:

modem_set_carrier T-Mobile

Problems connecting to mobile networks (outside the US)

1. Make sure your Chromebook can connect to mobile networks, and that your connection is on.
2. Restart your Chromebook.
3. Check that your SIM is activated. If you're still having problems, contact your carrier.
4. You might need a PIN to unlock the SIM card. If you don't know the PIN, call your carrier or use mobile data roaming.

Problems connecting to captive portal networks that require sign-in

Your device may have issues connecting to the internet if the network you’re on requires you to sign in and accept an agreement to use the internet. This agreement is known as a captive portal sign-in page.

• Locate the network sign-in page: Browse http:// websites like http://www.gstatic.com/generate_204 that the network might redirect to its landing page.
  • Tips:
  • Turn off extensions: If you can't find the network sign-in page, turn off any extensions that you’ve installed on Chrome. Learn how to uninstall extensions.
  • If you’re able to complete the sign-in but still can’t get online:
    • Disconnect and reconnect to the network.
    • Use your phone or another device to check if you can connect to the network. If you can’t sign in from another device, there could be an issue with the network.
    • Ask the owner of the network if the network offers internet access.

If the issue persists then please Click here to complete the troubleshooting steps.

I hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Raj_05]

Hi @ronlennon,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I'm sorry to hear that you're having trouble connecting your new Chromebook to your home network. Let's go through some troubleshooting steps to help you resolve the issue.

Check your Wi-Fi settings: Make sure that your Wi-Fi is turned on and that your Chromebook is attempting to connect to the correct network. Click on the Wi-Fi icon in the bottom right corner of the screen and select your home network from the list.

Restart your Chromebook and router: Sometimes, a simple restart can fix connectivity issues. Turn off your Chromebook, unplug your router, wait for a few seconds, and then plug it back in. Once your router is fully restarted, turn on your Chromebook again and try connecting to the network.

Check your Wi-Fi password: Ensure that you are entering the correct Wi-Fi password. If you're not sure about the password, you can check it on another device that is already connected to the home network.

Move closer to the router: If you're having trouble connecting, try moving closer to the router to see if the signal strength improves.

Reset network settings on the Chromebook: If the previous steps didn't work, you can reset your network settings to default. Here's how.

• Click on the time in the bottom right corner to open the status menu.
• Click on the gear icon to open the Settings menu.
• Scroll down and click on "Advanced" at the bottom.
• Under "Reset settings," click on "Reset settings."
• Click on "Reset settings" again to confirm.

Check for Chrome OS updates: Make sure your Chromebook is up to date with the latest Chrome OS version. Updates often include bug fixes and improvements that might resolve connectivity issues. To check for updates.

• Click on the time in the bottom right corner to open the status menu.
• Click on the gear icon to open the Settings menu.
• Scroll down and click on "About Chrome OS" on the left-hand side.
• Click on "Check for updates." If there are updates available, let them install and restart your Chromebook.

Check your router settings: If other devices can connect to your home network without any issues, the problem might be specific to your router settings. Try temporarily disabling any security features such as MAC address filtering or firewall settings to see if that resolves the problem. Remember to re-enable them later for security purposes.

Try connecting to a different Wi-Fi network: If possible, try connecting your Chromebook to a different Wi-Fi network (e.g., a friend's house or a public Wi-Fi hotspot) to see if the issue is isolated to your home network.

I hope this helps. 
 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support