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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.
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...When I turn off all other devices I have no problems....
This means that your laptop has no problems whatsoever.
The problem is definitely caused by some other device interfering with your laptop. To find out which is the interfering device, turn off all your devices, connect only your laptop to your network, and then connect one device at a time and check that it works.
Proceed in this way until the problem arises again that will be caused by the last device you connected to the network.
I was referring to software like Mcafee, Avast, Zone Alarm etc. Any other Antivirus or security solution that adds an additional layer of "protection" beyond what is provided with Windows. Franco's suggestion about tracking down interference is a valid one. Things that operate in the 2.4ghz spectrum like Bluetooth (even on the wireless card sometimes) and Microwaves can cause issues. However, since your other devices perform much better under similar conditions, I would still lean towards issues between quality and compatibility. Possibly driver/firmware updates could address some of the problems but you could be waiting some time with no guarantee.
...When I turn off all other devices I have no problems....
This means that your laptop has no problems whatsoever.
The problem is definitely caused by some other device interfering with your laptop. To find out which is the interfering device, turn off all your devices, connect only your laptop to your network, and then connect one device at a time and check that it works.
Proceed in this way until the problem arises again that will be caused by the last device you connected to the network.
That would be surprising and I can tell you right now, its all devices. Not mobile phones but all laptops, switch and xbox.
I will try again tomorrow morning. I have a Fronius converter from my solar and an extender always connected. During the day when no one else is home, I have no problems. Problem starts when other laptops are on, xbox is off but still wirelessly connected, same with switch. But during the day, when no other laptops are connected, I have no problems. This cant be normal? I ll try that all again tomorrow.
Or could it be my laptop cant handle noises, interference or whatever you call it. I have a hard time to understand that. It seems the quantity is the issue but why? I can connect other laptops on top of it and its no problem.
When friends of my kids come with their laptops and mobiles, all are connected, only I have problems.
I was referring to software like Mcafee, Avast, Zone Alarm etc. Anything other Antivirus or security solution that adds an additional layer of "protection" beyond what is provided with Windows. Franco's suggestion about tracking down interference is a valid one. Things that operate in the 2.4ghz spectrum like Bluetooth (even on the wireless card sometimes) and Microwaves can cause issues. However, since your other devices perform much better under similar conditions, I would still lean towards issues between quality and compatibility. Possibly driver/firmware updates could address some of the problems but you could be waiting some time with no guarantee.
Ok, Yes I did see that Francos suggestion is a valid one why I tried it before and moved everything to 2.4GHz, but why only this laptop?
I have been looking into a USB wireless Adapter. There is no way I could do the proper card myself. That laptop is so closed up, looks like one unit, I dont want to touch it myself.
Unfortunately this laptop has two USB ports very close together and right next to AC. Its very tight, why a nano one would be best. Do you mind having a look and tell me if that one would be something ok? I am streaming a lot, since Australias broadband is rather pathetic, my max speed for download is 50mbps and thats what I need, no compromises.
Buy D-Link AC1300 MU-MIMO WiFi Nano USB Adapter | Harvey Norman AU
But thats only after I spoke to HP.
Thanks again
That seems as fair a model as any to achieve those speeds and greater. However, nano adapters can be hit or miss in regards to longevity and stability. There can be heat and reception concerns. When not nano, sometimes you can locate other adapters that are not too large but have still have a large/collapsable antenna. If those are removable you could try without it or with an antenna extender to keep more bulk away from the location of the port (like bunny ears).
