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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.
My router is fine, it's a MikroTik RB4011iGS+5HacQ2HnD-IN :)
Also, running through a hotspot works fine. It's the Netgear WiFi extender (EX7700) causing the BSOD.
So i will contact Netgear about this.
In case you won't get a refund you should replace the HP NIC-driver with the Realtek_6001.0.10.322 driver manually.
Interesting, so now you are going to get a new router?
Maybe borrow someone's router for a day or visit someone and connect to theirs and confirm once more?
In my case, HP directed me via bios, troubleshooter, command prompt to erase my disk, partition disk in the hope to be able to install from USB.
Same error occurred, can't install and now my laptop has no OS.
Just dropped it off where I purchased it from and let them deal with HP. I had enough. Dont think they'll be able to fix it, so hopefully I’ll get a refund.
But despite my venting and despite HP dragging it out for months, the case manager has been trying hard and is nice. I will miss him, having spoken to him almost daily for weeks now. Haha ;P
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I have found the cause, all parts are working properly. However, they do not work together.
I can reproduce the crash BSOD. The Netgear EX7700 Nighthawk is an extender that clones the SSID of the MikroTik router. With the extender off, I successfully performed a speed test twice and then successfully copied a 60GB movie from my NAS to the laptop. I then switched the extenmder back on and turned off the WiFi connection on the laptop (flight mode) and then logged back into the SSID again. After the 2nd speed test, the laptop crashed with a BSOD (rtwlane6.sys).
Conclusion: Everything works fine, but not together.
So who is the one to blame? RealTek? The laptop manufacturer? Netgear? Microsoft?
Better question is, how are they going to fix this?
As i write this i notice that my Netgear Extender EX7700 runs firmware Version: V1.0.0.206 while there's firmware V1.0.0.216 available.
Update #1: the firmware update on the Netgear EX700 extender did not solve the issue.
Update #2: I started a hotspot on my phone and connected Lenovo Legion 5 Pro laptop that has the RTL8852AE NIC-card installed.
I'd ran 4x a speedtest without a crash. This proves my theory that the BSOD (rtwlane6.sys) is related and in cohesion with the use of Netgear devices.
Yes I did use Netgear router and a Netgear extender for my solar converter. Both are not in use since few weeks. Right now I'm using TG789, a standard modem that was supplied by my ISP. Didn't solve the problem. Have you observed for few hours if the blue screen was indeed fixed after your change?
The blue screen only happened twice and that was during an installation of a software if I remember right. At least the second time. Whilst it said please wait whilst Microsoft is gathering information, nothing was happening and I had to force a shut down both times.
Have you contacted Lenovo? Do you have the speed problem with both bands? I mainly have it only with 2.4GHz. Sometimes it runs fine for hours but during these times speed may still drop but not to an extent that internet drops out. I've also noticed that when I dont drop out, it's often either just download or upload that drops to few mbps. Or when I start the speed test it starts high and goes down hard or visa versa. So unstable. All other laptops are consistently strong with a straight line.
I was hoping to get a feedback on my diagnostic tool scan or why I can't do a fresh install, Franco? What do you think Rene? It's definitely odd, why I actually think our problem is a bit different.
Ring Lenovo and I'd be interested to hear how they handle it. My next laptop will be Intel.
