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

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  1. Anonymous
    2021-09-03T13:34:01+00:00

    Absolutely, whilst it took all way too long for them to fix it, they should have checked that with the first repair, they never gave up trying to help.

    Neither did you guys. Thanks a lot!

    That issue is probably very unusual for a new laptop and yes couldn't have been fixed online.

    All the best!

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  2. franco d'esaro 25,096 Reputation points Volunteer Moderator
    2021-09-03T13:08:27+00:00

    Hi ThornySeeker6 ,

    thanks for the feedback. I am glad that HP has solved your problem.

    If the cause of the problem was with the motherboard or network adapter, only HP can tell you this. In any case, a new computer must not have any kind of problem and being covered by the warranty, it is the manufacturer who must take care of the repair or replacement without creating further problems for the user.

    Regards.

    Franco.

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  3. Anonymous
    2021-09-03T10:20:31+00:00

    Hi Franco,

    Maybe you still remember me, I thought you might be interested in the final update if not then for any other readers who might have this problem.

    I got my laptop back from HP repair. They replaced the motherboard as it was malfunctioning and also put in a different network card. The original one was ax, the new one is ac.

    Eventually I figured out that any laptops caused my laptop to drop out of internet or speed extremely reduced. Why it took so long to figure it out was because some of the other laptops didn't cause problems for few hours but then they would. The Acer was the only one that caused immediate problems. All other laptops have ac network cards, as well as my router. I know it shouldn't be a problem but still wonder if that was the problem. But I suppose we'll never find out if the new motherboard or different network card fixed my problem. All I can say is, it is fixed.

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  4. Anonymous
    2021-09-02T00:18:17+00:00

    UPDATE!!!

    I agreed to send laptop to repair again.

    After 1 day, I received a return notice with a report:

    System board malfunctioning

    • fixed new system board and update DMI info accordingly.
    • OS recovery due to corrupt boot partitions
    • Also fixed a new wireless card and ping test (interesting, could be a different card as last time they said replaced new card).
    • Network connectivity test passed.

    Fingers crossed!

    Is a system board the motherboard or part of it?

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  5. Anonymous
    2021-07-19T07:36:29+00:00

    Ah yes sorry, it's the extender.

    Good luck dealing with Netgear. With my router, unless you pay extra, after 6 weeks there is no support. Certainly another brand I will avoid like the pest in the future.

    My router has to be manually rebooted now and then and it's a known issue, with my model at least. Ill check out your router as my ISP modems range is not great for devices downstairs. Netgear goes in the bin.

    My laptop is dead, with no OS, can't boot anything now, unless they fix it magically, ill get a refund. I won't void warranty by doing something I have never done before. After all, I'm just a woman that learns from Dr Google and we know how many people got things wrong from google during the pandemic. 😉

    But thanks, glad you got it sorted.

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