Troubleshoot network issues
Mac users can lose network access due to connectivity issues. Network status indicators and systematic troubleshooting help you provide targeted solutions and get users back to work quickly.
Apple provides built-in tools and clear visual indicators to help you diagnose network connectivity issues efficiently. Network status indicators in System Settings provide immediate insight into connection problems, while specific troubleshooting steps address common scenarios you’ll encounter in support situations.
If you can’t connect to a network with Mac
When users experience network connectivity issues, these steps can help resolve common connection issues.
What to look for:
Network service shows yellow or red status indicator.
Mac connects to Wi-Fi but can’t access internet
User reports slow or intermittent connectivity.
What’s happening:
Network settings may not match requirements from ISP or network administrator.
Network service configuration may need adjustment.
Steps to take:
In Network settings, check the status of network connection services like Wi-Fi or Ethernet.
Compare network settings with those recommended by the user’s ISP or network administrator.
Make sure the latest settings are entered in the appropriate fields.
Restart the network service by turning it off and on again in Network settings.
For captive networks, ensure the user has completed the login process in the authentication screen.
Try creating a new network location to reset network settings without losing current configuration.
If a Mac can’t connect to a network using private Wi-Fi
What to look for:
Mac won’t join Wi-Fi network or shows authentication errors.
What’s happening:
Network uses MAC address filtering or device identification systems
Steps to take:
Install the latest software updates and attempt to reconnect.
Try disabling private Wi-Fi for the specific network in System Settings > Wi-Fi > [network name] > Details > Private Wi-Fi Address.
Contact network administrator about updating network systems to support private addresses.
What to look for:
User loses access to network resources after connecting.
What’s happening:
Network services depend on consistent device identification.
Steps to take:
Check if other users experience similar issues on the same network.
Guide user to disable private Wi-Fi for that network if needed for business access.
Report issue to network administrator for permanent solution.
What to look for:
Network monitoring or access controls don’t work properly.
What’s happening:
Monitoring systems can’t track Mac with rotating addresses.
Steps to take:
Verify the network security type (secure vs. unsecured).
For managed devices, contact device management administrator about organization policies.
For personal devices, guide user through manual privacy settings adjustment.
Network services show yellow or red indicators
What to look for:
Multiple network services display yellow or red status indicators.
Mac was previously connected but now shows connection failures.
Network services appear in settings but won’t establish connections.
What’s happening:
Network interfaces may have configuration issues, outdated settings, or hardware-related connectivity problems affecting multiple connection types.
Steps to take:
Check the status of all network services in System Settings > Network.
Verify that the network service order prioritizes available connections correctly.
Make the problematic network service inactive, then reactivate it by Control-clicking the service and choosing “Make Service Inactive," then “Make Service Active.”
If issues persist across multiple network types, create a new network location to test with fresh settings.
Verify DHCP settings
If a Mac receives an IP address using DHCP, you can force it to renew the current IP address. When you renew the IP address, it can resolve connection issues in some cases.
Important: Renewing the DHCP lease causes any unsaved changes to be lost.
On the Mac, choose Apple menu > System Settings, then click Network in the sidebar.
Click the active service (Wi-Fi, Ethernet, other connection), then click Details.
In the dialog that appears, click TCP/IP in the left sidebar.
Click the Renew DHCP Lease button next to “DHCP lease.”
Review the message, then click Apply.
Note: If a device can’t obtain an IP address from a DHCP server, the Automatic Private Internet Protocol Addressing (APIPA) process self-assigns the Mac an IP address starting with 169.254. Self-assigned IP addresses are private addresses that aren’t visible on the internet. So, even if the network is working, the Mac appears as not connected in System Settings > Network.