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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.
Absolutely, whilst it took all way too long for them to fix it, they should have checked that with the first repair, they never gave up trying to help.
Neither did you guys. Thanks a lot!
That issue is probably very unusual for a new laptop and yes couldn't have been fixed online.
All the best!
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Hi,
I will try to answer all your doubts.
You wrote: "I still have a hard time because that problem is only with my new laptop. Can't it be that this wifi adapter is losing signal?" I answer you: No, because otherwise the problem would arise even when your laptop is connected individually to the wi-fi router. The laptop connected individually to the router, I mean your laptop connected to the router with all other devices turned off.
Then you wrote: "That laptop hasn't been connected to the router alone for a long time." I answer you: It is necessary to keep the laptop connected alone to the router for a long enough time to check if the problem recurs or not. A time of only 5 minutes is not very indicative. If during this test the laptop continues to work fine, the problem is not your laptop. If the problem still recurs with this test then it is a problem with your laptop. So first of all you need to be sure about this test.
You don't need to be an expert technician to perform these tests.
Then you wrote: "but please try to explain how other devices can interfere with my laptop but not cause problems for others. And if so, what would be the solution for that?" I answer you: The other laptops or devices definitely don't have it same hardware as your laptop. In addition, other laptops do not run the same programs that run on your laptop, so the behavior can be different. Once the interfering device has been identified, it should be removed, replaced or updated.
I'm sorry but I can't be clearer than that.
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.
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
Method 2: Create a new user profile
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)
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
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.
