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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
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.
Hi John,
What's the signal strength with other devices connected to your modem? Are 3 bars the best you can get?
My laptop did that as well.
Are you doing a speed test when streaming buffers etc? I went crazy on these tests and they varied greatly which was clearly only my laptop.
You could try to move all other devices to one band, say 2.4GHz and keep only your laptop on 5GHz. That worked for me and I could stream and zoom normal with max speed. If that works for you it'll be helpful for now.
That's awesome proper updating fixed the problem. I'll keep fingers crossed it stays that way. Keep me posted or if I don't hear anything it means it's all good. :)
So, do you have win 11 installed yet? Do you like it? My mate has it already and no issues, very happy. Not 100% sure but I think most drivers would be fine with win11 if it worked with 10. Wasn't it the same when we upgraded to 10? It actually tells you via health check the requirements and what might not work.
Thanks to everyone for the recent feedback and suggestions on how to fix the Realtek Wi-Fi problem.
I have been persevering with the Wi-Fi connection, even if it drops unpredictably to one "bar" on the Wi-Fi icon. I'm running driver version 6001.0.10.334 and Windows 10 Home version 10.0.19043, Build 19043. Connecting to a Wi-Fi 5 (not 6) modem. I have tried turning off Bluetooth and disabling the Bluetooth adaptor . . . this seemed to help (but it might be my imagination). The connection is generally fine for web browsing but not really good enough for reliable streaming or Zoom meetings. Disconnecting temporarily from the Wi-Fi and then reconnecting generally brings the signal strength back to 3 bars on the Wi-Fi icon, at least for a while.
I really need the computer, so I'm waiting a while for an opportunity to call HP direct. Thanks for everyone's support! I'll let you know what happens.
John.
Please feel free to advise me! You helped me a lot. Maybe we can help each other.
Like you mentioned I downloaded new Realtek network driver and couple of other drivers from windows update but didnt uninstalled previous driver and ethernet? sort of thing. I did it yesterday and used laptop for hours with no problem so far. Hope it keeps it this way.
Though its my personal opinion, im not an expert either, I presume the cause of this mess is unappropriate windows update. When I got the new laptop and installed OS for the first time system recommanded me update windows 11. People say we better update 11 when all hardware drivers are securely developed along to new OS.
I hope you get through it well
I don't really want to advise you, I'm no expert. HP support is your best bet. You can also try HP whatsapp support, they help you 24/7 but a call to speak to one person only is my best advice.
But...have you uninstalled the driver, connected to ethernet and downloaded the new driver from HP page?
