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. franco d'esaro 25,096 Reputation points Volunteer Moderator
    2021-06-05T12:40:25+00:00

    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?

    But have you done all the tests in a complete way that I have suggested to you?

    Have you identified which device is creating the interference? You didn't say it ...

    You have to disconnect ALL other devices, including the Fronius converter and Extender, then connect one device at a time to the network and check that your laptop is working. Read my previous post well.

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  2. Anonymous
    2021-06-05T13:09:37+00:00

    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?

    But have you done all the tests in a complete way that I have suggested to you?

    Have you identified which device is creating the interference? You didn't say it ...

    You have to disconnect ALL other devices, including the Fronius converter and Extender, then connect one device at a time to the network and check that your laptop is working. Read my previous post well.

    :) Ok, I did read it well but definitely smartassy dismissed some things. Sorry. I will definitely do as you say tomorrow morning, its late now.

    Additionally, once I have that problem I will start again in a different pattern to see if its actually that device or just one too many. Good idea too, yes?

    HP support came back to me. They want to run few more tests as well. I have to connect my other router, move devices like I have now and see how it goes, then move everything to the other band and observe again. He wants to see if I stay connected on the other modem. Last time I did it, I had devices equally connected to both bands and wifi didnt work well on either bands.

    Thank you, much appreciated.

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  3. Anonymous
    2021-06-06T01:29:03+00:00

    First trial of today was still with my Netgear D7000 router.

    All devices were disconnected. With every new device I started a speed test in between, all on 2.4GHz.

    Start up with

    1. my laptop Download/upload        53/17
    2. Switch idle                                         52/17
    3. Xbox turned on
    4. Smart TV                                            50/16.8
    5. Lenovo laptop    Youtube               50/ 15.4
    6. Acer laptop Youtube                       30/17
    7. My Smartphone Youtube               25/10
    8. Netgear Extender                            drop, cant load any pages but Wifi icon still connected, secured. No drop out, speedest 6.77/0 or Latency test error
    9. Daughters phone connected, turned Acer Laptop off, meanwhile Fronius solar inverter connected. Speedtest 10/4.5; another test 20.2/6
    10. Xbox was on but no one played, now playing, 40/14.4
    11. Acer You tube turned off, Roblox started and daughter snapchat call Speedtest: 00/00 Ping 21

    5 minutes later disconnected, Troubleshoot: Plug in Ethernet cable.

    When I have no one else home and Extender is on with only few devices, it doesn’t compromise my laptops wifi. 2.4GHz is now unusable, constant drop outs or cant connect at all, meanwhile other devices are running fine.

    Next try iinet modem.

    I did screenshots of ipconfig /all when I was connected and when I was disconnected but I dont know if I expose my privacy when I post it here, probably?

    Image

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  4. Anonymous
    2021-06-06T05:04:56+00:00

    Last update for the day, I connected everything to my iinet modem which doesnt have the same good range or capacity like my nighthawk.

    I am not able to connect everything to one band without all devices suffering at least a bit. I had to move few to 5GHz.

    First, after starting one device at a time all seemed ok for about an hour or more. Speed was reduced and in all devices but not so bad like with nighthawk and my device still was always slower than the other devices. Downstairs, I had to connect few devices to my extender which is also not too great for gaming (my kids).

    Because everything was running ok with all devices for quiet some time, I assume that there is no interference from another device, would you agree or am I ignorant again? ;)

    Just then I dropped out of both bands. Online right now but speedtest wont even run. So definitely worse.

    HP is elevating to the concerned team. Will see what they come up with. As recommended by you, I hope I can convince them to get a different adapter. I like that laptop otherwise. If not, money back but I might be dreaming here as they already offered it with the first one. Should have gone right away to a different model or brand but I did not think its a make issue.

    Thanks everyone.

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  5. franco d'esaro 25,096 Reputation points Volunteer Moderator
    2021-06-06T08:48:32+00:00

    Hi ThornySeeker6 ,

    I repeat again: your laptop does not have any kind of problem if it works regularly when it is individually connected to your home wi-fi network. This is a fixed point.

    I noticed something new in your last post: you talk about devices connected to the Extender downstairs, this means that the router and your devices are not all on the same floor of the house, this particular you had to specify immediately at the beginning of your question. Specify whether your laptop usually connects directly to the router's wi-fi network or through the Extender's. You have to repeat the test with your laptop connected directly to the wi-fi network of your router together with all the other devices that are on the same floor of the house, then check if the problem occurs again or not.

    Turn off the Extender and any other devices located downstairs.

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