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
    2021-06-03T12:24:02+00:00

    Who is your Internet Service Provider? Is your Modem/Router provided by your ISP or do you own your own? What do you mean by more than one network that you try connecting to?

    What is the status of your wi-fi adapter, and does it show you are connected to the internet? You can be connected to your own network but not be on the internet. When you are unable to connect to the Internet do you check with your provider first to see if they are having problems? I've learned to make that my first troubleshooting step before trying anything else.

    Image

    Network Definition (techterms.com)

    Bandwidth Definition (techterms.com)

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  2. Anonymous
    2021-06-03T12:46:14+00:00

    Hi ThornySeeker6 -

    I'm Jerico T., one of the Independent Advisor and a fellow Windows 10 user like you. I understand that you're having some issues right now, let us sort things out.

    Please try to perform the methods below and check if any of the methods will fix your concern.

    Method 1: Roll-back driver

    1. Open run box by pressing Windows Key + R and type devmgmt.msc then hit enter
    2. Locate and expand Network adapters
    3. Right-click on the driver and select Update driver
    4. Select Browse my computer for drivers
    5. Select Let me pick from a list of available drivers on my computer
    6. Select any older driver from the list and click next
    7. Wait for the process to complete, once completed, restart your computer and check if it resolves your issue.

    Method 2: Create a new user profile

    • We will try to create new user profile to check if the issue happens on all windows users on your computer or just isolated on the current profile that you're using.
    1. Open the command prompt with elevated access (Administrator Access)
    2. Type the below command and hit enter every after command.

    net user "account name" /add

    (change the "account name" to any name that you preferred)

    net localgroup administrators "account name" /add

    (change the "account name" with the name that you put in the first command)

    1. Close the command prompt and switch to the new user.

    Check if the same issue occurs on the new user profile.

    Feel free to reach back if you need any further assistance.

    Hope this help. Have a good day.

    Thank you.

    Jerico T.

    Independent Advisor

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  3. Anonymous
    2021-06-03T12:52:40+00:00

    Thanks for your reply!

    My ISP is IInet (Australia) and no, Netgear Nighthawk is not provided by iinet but the modem I used today was.

    When I say more networks, cant even remember, I mean 2.4 and 5 Ghz. Is that not the right term?

    When I am not connected it does say it but it can take a bit but I think that is because the speed first slows down hard and pages are not responding and once disconnected the page and status says so, and troubleshoot.

    I have been in touch with my provider numerous times, the line is good and dont forget all other devices and Xbox etc are running fine. All he came up with was moving devices but I cannot have more than one laptop and 2 or maybe 3 mobiles connected to 5Ghz otherwise I ll have issues with that too. Especially when my son is usisng Xbox which is now on 2.4Ghz. Right now I am on 2.4 because everyone else here at home is sleeping and devices are off.

    I ll provide pictures as an answer to your picture. I find it really odd and interesting you made me aware. Same network (5G) two descriptions. Same with 2.4. And please see the wifi and laptop icon on the bottom bar.

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  4. Anonymous
    2021-06-03T13:06:53+00:00

    I just noticed I am running VPN right now. Duh thats embarrasing, thats the reason for 2 different descriptions. But I have all other issues even without using VPN, 100%. and that laptop symbol has nothing to do with VPN I believe, its rather new but I ll observe further.

    During the day I dont use VPN.

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  5. Anonymous
    2021-06-04T04:14:09+00:00

    Hi Jerico,

    Thanks for coming back to me. I somehow missed your reply earlier.

    Before I come back to your suggestion, HP Support asked me to run a UEFI Network test. Wireless passed but Wired Network Check said it doesnt appear to be supported or enabled on the system. Please check BIOS settings to make sure UEFI network option ROMs are enabled and that UEFI network boot is enabled.

    To make things more exciting, I cant access advanced options, built in devices to check WLAN option in BIOS. Seems to be locked.

    Since 6 hours I am waiting for further recommendations from them. Yesterday, they apparently had technical difficulties.

    Anyway, I dont know if that is an issue or why wired would cause a problem with my wireless. When I connect to ethernet I am connected tho. To me I now think I am dealing with a wonky network driver. Mind you I have had two of the same laptop. First I got about 3 weeks ago and after we couldnt fix it I got a replacement and I am dealing with the same issue now.

    With the first one we tried a clean windows install and the laptop refused to install until in the end, nothing worked, no drivers, no network nothing.

    I will do your method 1 now. Thanks a lot!

    Also, I ve noticed someone else is having the same question. If you have the same laptop, could you please let me know here? Ta

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