connecting to the internet

Hello, hadeel dina.

Welcome to Microsoft Community!

I noticed that your device is currently unable to connect to the internet.

Perhaps you can provide a further description of your situation. Are you currently in an OOBE phase?

And if it's a case of not being able to connect to the internet during normal use, I'm sure you've already performed some of the usual troubleshooting methods such as restarting Wi-Fi, turning Airplane Mode on and off, rebooting the device, restarting the router, etc.

We need to troubleshoot if this issue stems from the driver. You can try adding the latest drivers and firmware environment for your device. Since the device is currently not connecting to the network, I would recommend that you use a USB drive to access the following link to get the drivers for your Surface Laptop 7:

Download Surface Laptop 7th Edition from Official Microsoft Download Center

After the download is complete please try to force reboot the device, this is intended to reset the hardware cache and apply driver updates:

• Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

The above steps usually work if the problem originates with the driver.

If the problem persists, try the following network-level troubleshooting methods:

1. Resetting the network

• Search CMD, open find command prompt (, run in administrator) mode
• Enter the following commands in the pop-up command box (enter the next one after each line is completed)

ipconfig /release

ipconfig /renew

ipconfig /flushdns

ipconfig /registerdns

netsh int ip reset

netsh winsock reset

netsh winhttp reset proxy

• Restart the computer to see if it can solve the problem.

2. Reset network settings

Click on the window + R key and type inetcpl.cpl, open the Internet option, click Advanced, and check "Use SSL 3.0", "Use TLS 1.0", "Use TLS 1.1", and "Use TLS 1.2", and restart the computer after application to see if the problem can be solved.

3. Reset proxy server settings

Click on the window + R key and type inetcpl.cpl, open the Internet option, click Connect, tap LAN settings, see if the proxy column is checked, if so, please uncheck it, and tap OK, restart the computer after application to see if it can solve the problem.

4. CHANGE OF DNS

• Click the Windows key and type ncpa.cpl
• Click the network name you are currently connected to, open the Network Status window, click Properties, and double-click Internet Protocol Version 4 (TCP/IPv4) in the Network Properties window.
• Manually set the DNS server to "4.2.2.1" and "4.2.2.2" and restart the computer after determination to see if the problem can be solved.

With the above, we are able to troubleshoot faults originating at the system or network level.

And if your device is at the OOBE stage where it can't connect to the internet, you can try the following to skip it and continue using your device:

I recommend using the shortcut keys:

Ctrl+Shift+F3

This launches your Surface into audit mode. Once in audit mode, you don't need to change anything, just follow the instructions below to create two local administrator accounts for your Surface:

Manage user accounts in Windows - Microsoft Support

One of them acts as a backup of the administrator account, preventing the computer from losing all of its administrator access accounts, while the other administrator account can be used to log in to your Surface normally and for everyday use.

Meanwhile, we are still unable to troubleshoot the hardware level at this time. If there is an issue with the device's NIC, as a final recommendation for dealing with this situation, I recommend that you get in touch with the Surface Technical Support team for more effective hardware service.

I will share with you how to create a service order. Since the current device is not able to connect to the Internet, please try using another device to access the browser for the following:

1. Use your personal Microsoft account (not your organization account) to access the following links:

Contact - Microsoft Support

2. Type Surface won't connect the Internet, press Enter, and click "Contact Support" at the bottom:

3. Select Technical Support and select the device model (Surface Laptop) you are currently using in Product family, then click Confirm:

4. You will see contact options for Chat support and Phone support, please contact them during business hours:

These are all the possibilities I can think of at this point. If you make any progress or have anything to add, please don't hesitate to let me know.

I am here to support you. 

I wish you all the best.

Best Regards.

Leo.L - Microsoft Community Support Specialist