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
    2021-10-15T05:49:40+00:00

    Hi, I'm suffuring the same problem indicated 'rtwlane6.sys', and I noticed your inquiry while im searching for solution.

    I also bought new laptop few days ago, which is HP 15s-eq2249au.

    So could you let me know if any methods you are suggested worked well so far.

    Thanks in advance!

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  2. Anonymous
    2021-09-26T11:06:06+00:00

    Hi John,

    I was straight away in contact with HP Whatsapp support. Whilst they did try their best, the problem with that is, if its an ongoing issue and ones shift ends, you are dealing with a new person who might miss things from the days earlier and you go over the same attempts again and again.

    I would call HP support, I did that after a while and then I had one person for the entire issue. Number: 13 10 47.

    You certainly could try the retailer as well, tho.

    One of the first things they will ask you is Power Management. Mine and I assume yours as well, doesnt have that particular power management anymore. We have now Power mode and you access it by double clicking on the battery icon or icon when AC is plugged in on the right section of the lower bar. Set it to BEST performance and see if that helps.

    Mind you, when they fixed my laptop, having it on better performance is good enough now, I reckon yours is set to better performance already. But this was one of the first things they wanted me to do back then. Do it for battery and AC.

    Is your router a Wifi 6? Do you have other devices with an ax network card? I still do wonder if that is the problem even tho it claims to be backwards compatible.

    Pin them down, they do help but be persistent that if you have to send off your laptop and they want to replace the card, to replace it with a different card entirely and straight away. Can you keep me posted? Good luck!

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  3. Anonymous
    2021-09-26T10:28:12+00:00

    Hi ThornySeeker6,

    I have a problem with a brand new HP Envy x360 fitted with Realtek RTL8852AE adaptor card. Basically, intermittent strong/weak connection which is only temporarily fixed by disconnecting & then reconnecting to the Wi-Fi modem. Not fixed with the latest Realtek driver (which they claim was released to fix this problem). Very annoying when Zoom calls drop audio and Zoom reports "low network bandwidth". No such problem with other laptops in the house. Just curious to know if you worked directly with HP Australia or if sent your laptop back via the local retailer? Thanks, John.

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  4. franco d'esaro 25,096 Reputation points Volunteer Moderator
    2021-09-03T13:08:27+00:00

    Hi ThornySeeker6 ,

    thanks for the feedback. I am glad that HP has solved your problem.

    If the cause of the problem was with the motherboard or network adapter, only HP can tell you this. In any case, a new computer must not have any kind of problem and being covered by the warranty, it is the manufacturer who must take care of the repair or replacement without creating further problems for the user.

    Regards.

    Franco.

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  5. Anonymous
    2021-09-03T10:20:31+00:00

    Hi Franco,

    Maybe you still remember me, I thought you might be interested in the final update if not then for any other readers who might have this problem.

    I got my laptop back from HP repair. They replaced the motherboard as it was malfunctioning and also put in a different network card. The original one was ax, the new one is ac.

    Eventually I figured out that any laptops caused my laptop to drop out of internet or speed extremely reduced. Why it took so long to figure it out was because some of the other laptops didn't cause problems for few hours but then they would. The Acer was the only one that caused immediate problems. All other laptops have ac network cards, as well as my router. I know it shouldn't be a problem but still wonder if that was the problem. But I suppose we'll never find out if the new motherboard or different network card fixed my problem. All I can say is, it is fixed.

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