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
    2021-10-16T09:34:33+00:00

    Thanks to everyone for the recent feedback and suggestions on how to fix the Realtek Wi-Fi problem.

    I have been persevering with the Wi-Fi connection, even if it drops unpredictably to one "bar" on the Wi-Fi icon. I'm running driver version 6001.0.10.334 and Windows 10 Home version 10.0.19043, Build 19043. Connecting to a Wi-Fi 5 (not 6) modem. I have tried turning off Bluetooth and disabling the Bluetooth adaptor . . . this seemed to help (but it might be my imagination). The connection is generally fine for web browsing but not really good enough for reliable streaming or Zoom meetings. Disconnecting temporarily from the Wi-Fi and then reconnecting generally brings the signal strength back to 3 bars on the Wi-Fi icon, at least for a while.

    I really need the computer, so I'm waiting a while for an opportunity to call HP direct. Thanks for everyone's support! I'll let you know what happens.

    John.

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  2. Anonymous
    2021-10-16T05:39:15+00:00

    Please feel free to advise me! You helped me a lot. Maybe we can help each other.

    Like you mentioned I downloaded new Realtek network driver and couple of other drivers from windows update but didnt uninstalled previous driver and ethernet? sort of thing. I did it yesterday and used laptop for hours with no problem so far. Hope it keeps it this way.

    Though its my personal opinion, im not an expert either, I presume the cause of this mess is unappropriate windows update. When I got the new laptop and installed OS for the first time system recommanded me update windows 11. People say we better update 11 when all hardware drivers are securely developed along to new OS.

    I hope you get through it well

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  3. Anonymous
    2021-10-15T09:40:50+00:00

    I don't really want to advise you, I'm no expert. HP support is your best bet. You can also try HP whatsapp support, they help you 24/7 but a call to speak to one person only is my best advice.

    But...have you uninstalled the driver, connected to ethernet and downloaded the new driver from HP page?

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  4. Anonymous
    2021-10-15T07:54:37+00:00

    Thank you for swift reply!

    I got another information about the error message. That is, 'rtwlane6.sys' indicates Realtech network device driver error.

    Please be advised

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  5. Anonymous
    2021-10-15T07:07:29+00:00

    Hi there,

    I strongly suggest you call HP support 131047. Tell them your problem and let them fix it, otherwise you will waste so much time of your life.

    The only thing that worked for me was a replacement of the motherboard as it was faulty and I got another Network card, they switched it from ax to ac. Not sure what actually worked.

    You want to double check that you have no network issues with any other devices, you need to be confident telling HP support that its not your Internet provider.

    And if you start swapping another network card yourself, you will void the warranty. I wouldnt do it.

    Good luck

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