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
    2021-06-04T08:10:44+00:00

    Hi ThornySeeker6 -

    Thank you for the detailed response and I apologize that the given methods did not work. If that's the case, please try to perform the other methods below.

    Method 1: Perform SFC Scan and Repair Windows Image

    -This process will perform scan for any corrupted system files or integrity violation and will attempt to repair it along with the Windows Image.

    1. Open command prompt with administrator access
    2. Type each command below and wait until scan is completed.

    sfc /scannow

    DISM /Online /Cleanup-Image /CheckHealth

    DISM /Online /Cleanup-Image /ScanHealth

    DISM /Online /Cleanup-Image /RestoreHealth

    Quick note: While the command is running, it's expected to see the process stuck at 20 or 40 percent. After a few minutes, the process will complete successfully.

    Once you complete the steps, the Deployment Image Servicing and Management tool will connect to the Windows Update servers to download and replace any damaged files in the local image for Windows 10 as necessary.

    1. Close the command prompt.

    Method 2: In-Place Repair

    • In-place repair/upgrade or repair reinstall is a process of re-installing Windows without touching any of your applications or personal files. In this way if there's any data corruption, damaged system files or missing system files on your computer, this repair will fix or repair them.

    To start we need to download an ISO file of Windows 10 and save it to your computer. Please follow the instruction on the link below to create an ISO file

    https://support.microsoft.com/en-us/help/402819...

    After the ISO is created, follow the instructions on the link below created by PaulSey, Microsoft Agent, on how to perform repair install on your computer.

    https://answers.microsoft.com/en-us/windows/for...

    This process will take some time to complete so you need to be very patient in waiting until the process completes. Once done , restart your computer and check if the issue is resolved.

    Please keep me posted for the result.

    Regards,

    Jerico T.

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  2. Anonymous
    2021-06-04T05:18:45+00:00

    Ok, it didnt work. I tried the other driver option and didnt work either. Connected to ethernet and both ports dont work now either. This morning one port worked. Put the latest driver back on, Ethernet still the same.

    Clearly there is something really wrong with this laptop and hope I get a refund.

    I am just glad and surprised that 5GHz works.

    Method 2 wont work, no point trying? Thanks again.

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  3. Anonymous
    2021-06-04T04:27:53+00:00

    Finished method one.

    I am connected to 2.4Ghz right now and speed is excellent. I will observe and post update. If it doesnt work I will try method 2.

    Would Windows automatically update this older version soon? If it works we dont want updates!?

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  4. Anonymous
    2021-06-04T04:14:09+00:00

    Hi Jerico,

    Thanks for coming back to me. I somehow missed your reply earlier.

    Before I come back to your suggestion, HP Support asked me to run a UEFI Network test. Wireless passed but Wired Network Check said it doesnt appear to be supported or enabled on the system. Please check BIOS settings to make sure UEFI network option ROMs are enabled and that UEFI network boot is enabled.

    To make things more exciting, I cant access advanced options, built in devices to check WLAN option in BIOS. Seems to be locked.

    Since 6 hours I am waiting for further recommendations from them. Yesterday, they apparently had technical difficulties.

    Anyway, I dont know if that is an issue or why wired would cause a problem with my wireless. When I connect to ethernet I am connected tho. To me I now think I am dealing with a wonky network driver. Mind you I have had two of the same laptop. First I got about 3 weeks ago and after we couldnt fix it I got a replacement and I am dealing with the same issue now.

    With the first one we tried a clean windows install and the laptop refused to install until in the end, nothing worked, no drivers, no network nothing.

    I will do your method 1 now. Thanks a lot!

    Also, I ve noticed someone else is having the same question. If you have the same laptop, could you please let me know here? Ta

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  5. Anonymous
    2021-06-03T13:06:53+00:00

    I just noticed I am running VPN right now. Duh thats embarrasing, thats the reason for 2 different descriptions. But I have all other issues even without using VPN, 100%. and that laptop symbol has nothing to do with VPN I believe, its rather new but I ll observe further.

    During the day I dont use VPN.

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