Wifi problems

Anonymous
2021-06-03T12:12:14+00:00

Hello,

I need some real help as HP support doesn’t seem to know how to help and maybe it’s a windows problem.

I purchased an HP laptop 15s-eq2017AU about 2 weeks ago and I have wifi problems I cant fix.

 I am trying to keep it short. My internet disconnects or being connected without Internet etc. Sometimes it works well with normal speed, then all of a sudden I have a speed drop down to 4mbps/02mbps and shortly after I drop out of internet. Only my new laptop has this issue, all other devices, about 10, have no problems.

I have moved all my devices to 2.4Ghz except this laptop which is on 5Ghz. This made my laptop stable but I cannot connect to 2.4Ghz without problems.

Troubleshoot says various things like Wifi doesn’t have a valid IP configuration, network cable is not properly plugged in or may be broken, Problem with wireless adapter or access point or default gateway not available. Sometimes it fixes IP issue, sometimes it doesn’t. Troubleshoot will always reset my network driver. I did 2 network resets manually too without success.

Yesterday I did a troubleshoot and I had that blue screen: System Thread Exception not handled, what failed: rtwlane6.sys which is my network adapter I am pretty sure. After I restarted it was deactivated. Whats that about?

I tried static IP, DNS, uninstalled driver numerous times, Power is set to best performance, did the prompt commands reset, release, renew flush, ran the HP hardware diagnostics which all passed.

I was researching more and found an old post in this community that made me think.

The Wifi icon in the lower bar and it doesn’t matter if its 2.4 or 5Ghz, sometimes it says Local area connection which then is Public, sometimes it says my normal network (netgear) which then is private. When 2.4Ghz is on local network, speed drops and it doesn’t take long to disconnect then. But 5G runs still fast and fine.

I also have sometimes that laptop icon instead of Wifi icon with 5Ghz and I am still connected. When I am disconnected I have that round ball thingy. Laptop is not wired.

As said as long as I am on 5Ghz all is fine despite the icon change and network status. I doubt its my router settings since all other devices are fine. I did try another modem today and had around 5 devices on each network and my laptop didnt work well on both networks.

My laptop is very fresh, haven’t installed many 3^rd^ party apps, only whats app, inSSIDer Wifi analyzer which both were installed because of the issue and Bitdefender Internet security. Issue was before I installed it. I do have Office 2007 but thats not a 3rd party I assume.

Any thoughts would be fantastic. Thanks for your time.

Silke

Windows for home | Windows 10 | Internet and connectivity

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

82 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2021-06-05T09:12:24+00:00

    Hi ThornySeeker6 -

    I apologize but it seems that I ran out of ideas, maybe someone has a better resolve.

    Thank you for your patience.

    Regards,

    Jerico T.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2021-06-05T09:12:21+00:00

    Hi Franco,

    The problem persists without Bitdefender, I had that issue even before I installed it the very first time.

    I reset my router two times already. Second time I couldnt even connect to Ethernet, said Ethernet IP not found. So I had to use the other laptop to connect.

    With this laptop Ethernet port light on router is always amber but works , when its connected to the other laptop, light is white.

    I just think there is a hardware inconsistency of some sort. Without VPN I sometimes get the wired icon altough I am wirelessly connected to 5G.

    Laptop and router are in the same room, sometimes next to each other.

    When I turn off all other devices I have no problems. Thats why I moved all devices to 2.4GHz and only this laptop is on 5Ghz and my mobile. Thats why I only have issues with 2.4GHz. Last night my son and daughter accidentally connected to 5Ghz and I had instant issues with speed. No other devices have speed issues, that netgear nighthawk can handle up to 32 devices on each band and I have only 10 devices in total.

    It irritates me that troubleshoot says no access point is found. What does that mean? But its only for 2.4GHz right now.

    I connected to hotspot of my mobile and ran a speed test. I connected to 2.4GHz. Ping 16, Download 42, upload 6.8mbps.

    Then I was planning to do a speed test on my network but couldnt even connect to 2.4Ghz.

    So what does it say? Troubleshoot this time said "investigate router or broadband modem issues", thing is I had another modem from my ISP connected and still had these issues.

    Thanks for your help!

    Was this answer helpful?

    0 comments
  3. franco d'esaro 25,096 Reputation points Volunteer Moderator
    2021-06-05T08:24:02+00:00

    Hi ThornySeeker6 ,

    1. Temporarily uninstall Bitdefender via its proprietary removal software and try again.
    2. If you haven't done so yet, turn off your router, turn it back on after a few minutes and try again.
    3. are the laptop and router close or far apart? Are the 2 devices located on the same floor of the house?
    4. Try placing the laptop near the router, does the problem still persist?
    5. Try to temporarily turn off all other devices, stay connected to your network only with your laptop, check if it works properly or if the problem still persists.
    6. If you have a smartphone, temporarily configure the mobile hotspot, then connect to the hotspot and see if the problem still occurs.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2021-06-05T04:09:49+00:00

    Never mind, I did it and it didnt work.

    All day 2.4GHz cant find an access point.

    Was this answer helpful?

    0 comments
  5. Anonymous
    2021-06-05T02:58:41+00:00

    Hi and thanks for reply.

    Did a restore point, now I am having issues getting the command right.

    Get-NetAdapter tells me:

    Name: Wi-Fi

    Interface Description: Realtek RTL8852AE WiFi 6

    I tried various things like

    Disable-NetAdapterRsc-Realtek-RTL8852AE-WiFi-6

    with or without dash, with or without Realtek etc. its always error. What the command, please?

    Was this answer helpful?

    0 comments