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
    2021-07-17T16:28:47+00:00

    I have noticed that the networkcard on both our systems are from the same manufacturer and of the same generation.
    Somewhere i have read (was that you on an earlier post?) that you make use of a Netgear device (router?) in your home network.

    I use a MikroTik as router BUT(!) i have a NetGear EX7700 WiFi bridge and i discovered a possible compatability issue between the Realtek NIC and the Netgear bridge.

    So, with the Netgear device switched on i ran a speedtest online and the laptop crashed at the upload session to BSOD.
    Now i switched off the Netgear bridge reconnected to the MiktoTik (which has the same station ID as Netgear bridge clones this) and ran the speedtest again. To my surprise the laptop did NOT crash into BSOD(!).

    Currently i am not able to run the test again but will do so later on.

    Question from me to you is if you use a Netgear device in your hiome network such as the EX7700 bridge or maybe a router device from Netgear.

    Please let me know!

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  2. Anonymous
    2021-07-17T14:27:44+00:00

    Hi there,

    I just answer as I wanted to do an update anyway.

    I had the BSOD twice as well.

    Some people tell me I should just swap the network card but I am not willing to do that as it may be a hassle to find the right one thats compatible with this laptop and you and I still have warranty. They have to fix it.

    After replacing the network card, nothing has changed and problem persists. I am still daily in contact with HP over this and I am actually fuming I still havent received a refund. I can also say by now that my problem has nothing to do with how many devices are installed on my modem, the issue occurs whenever.

    With my first laptop of this model as well as this one, we tried a fresh install via cloud and USB and when I try to install I get the message Error, I can not proceed. I can only reset and thats not helping the problem, probably because I have something kaput installed?

    HP said I should be able to do a fresh install and they are saying its odd that I cannot do it. I am waiting for further instructions on that from HP. Changing BIOS settings didnt help. I just want my money back as I actually think its the entire laptop thats somehow not right.

    HP wanted me to run HP Image Diagnostic Tool Program. 933 pages and I think they didnt even look at it properly. They just dont want to address that it came up with heaps of Error messages. They are just saying it was probably a software error. Its driving me nuts.

    I copy parts from that program that I cant analyze but when I see Error, its obviously not right.

    System.NullReferenceException: Object reference not set to an instance of an object.

       at ImageDiags.SystemSummary.Run()

    Computer failed. error:1, message:Object reference not set to an instance of an object.

    Computer time required: 0.52s

    [Operating System]

    Name          = Microsoft Windows 10 Home

    Version       = 10.0.19042

    Release       = 2009

    Build Version = 19041.1

    Service Pack  = n/a

    Architecture  = 64-bit

    Language Id   = 1033

    Locale        = en-US

    Markerfile    = (markerfile not found)

    Computer Name = Silke

    Domain        = WORKGROUP

    Note: UBR is the least significant number of the Windows specific build version reported by Winver.  Refer to the link below for build history.

    Note: https://support.microsoft.com/en-us/help/4464619/windows-10-update-history

    Operating System time required: 0.14s

    [HP Image Assistant]

    *NOTE: To use file links, IDR archive must be unzipped and directory structure maintained.

    HPIA\HP Image Assistant.log

    HPIA\HP Laptop 15s-eq2xxx.json

    HPIA RunError Exitcode: Unsupported Win10 release on this platform. Is this a long term service branch?

    HP Image Assistant failed. error:16386, message:

    HP Image Assistant time required: 12.88s

    HP Image Assistant disk space required: 6,526 bytes

    [Softpaq Download Manager]

    Likely network error running SoftPaqDownloadManager. CSV is missing

    Softpaq Download Manager time required: 8.65s

    HP also did some other things, enable or disable via command prompt. Some of it couldnt be changed, again, error messages. They just proceed and pretend its sorted until I throw another tantrum saying that bloody nothing is sorted. Our consumer right is straight, they have to fix the problem or refund.

    How can my Win10 be unsupported and why is my UBR the least significant number of the Windows build version? Outrages or am I misinterpretating things?!

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  3. Anonymous
    2021-07-17T13:52:17+00:00

    I have a brand new Lenovo Legion 5 Pro and experience similar problems.
    It get's BSOD on rtwlane6.sys. BSOD only happens when there's datatraffic over WiFi. There's so far only one driverversion available for the Realtek RTL8852AE WiFi 6 802.11ax Adapter, device ID: VEN_10C&DEV_8852&SUBSYS_485217AA; driver version 6001.0.10.322 april 20, 2021.
    I removed the factory installed Windows and replaced it with a clean version of Windows 10 Professional.
    EventViewer displays warnings on DNS Client Event, WLAN Auto-Config and gives critical warnings on Kernel-Power Id:41 (70368744177664)(2).

    No idea if this problem is a vendors problem or a Windows problem but currently there's no fix for this.

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  4. franco d'esaro 25,096 Reputation points Volunteer Moderator
    2021-06-08T13:29:08+00:00

    Hi,

    well, i hope HP solves the problem for you. Your computer is new so it's still under warranty so you shouldn't have to pay anything for the repair.

    Regards.

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  5. Anonymous
    2021-06-08T10:54:07+00:00

    Hi Franco,

    Of course kids sleep at night time, so do I and I have to work and run things as well here.

    HP support wanted to run other tests again. As I stated earlier, just before you came in, we did run the UEFI network test and wired Network failed. They wanted me to enable Network boot in BIOS.

    After that I was able to connect but couldnt connect to any speedtest pages. Connection error and Guru mediation details.

    Laptop is getting send off due to faulty network card.

    Thanks for your time and thorough explanations, also regarding MAC. Much appreciated. I certainly learned from that.

    Cheers

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