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

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.

0 comments

82 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. franco d'esaro 25,096 Reputation points Volunteer Moderator
    2021-06-08T13:29:08+00:00

    Hi,

    well, i hope HP solves the problem for you. Your computer is new so it's still under warranty so you shouldn't have to pay anything for the repair.

    Regards.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2021-06-08T10:54:07+00:00

    Hi Franco,

    Of course kids sleep at night time, so do I and I have to work and run things as well here.

    HP support wanted to run other tests again. As I stated earlier, just before you came in, we did run the UEFI network test and wired Network failed. They wanted me to enable Network boot in BIOS.

    After that I was able to connect but couldnt connect to any speedtest pages. Connection error and Guru mediation details.

    Laptop is getting send off due to faulty network card.

    Thanks for your time and thorough explanations, also regarding MAC. Much appreciated. I certainly learned from that.

    Cheers

    Was this answer helpful?

    0 comments
  3. franco d'esaro 25,096 Reputation points Volunteer Moderator
    2021-06-08T08:13:18+00:00

    Hi ThornySeeker6 ,

    I understand, but I think that you can take the test I suggested to you in the period when children do not use their laptops to connect to school during lessons. I don't think your kids connect with school late at night to take classes, or am I wrong? Regarding the 2 MAC address problem of your Nighthawk router, in my opinion it is not very important. In any case, by turning off all the other devices, it is possible to check if this still happens or not and, if necessary, proceed by exclusion.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2021-06-07T21:46:00+00:00

    Franco,

    I explained that we are in lockdown and kids are homeschooling and need their laptops and Internet for this. Hence I could switch everything off except of what I stated. Extender is off the entire time.

    What I explained with the Nighthawk router is probably hard to follow as its hard to explain and complicated but basically the router is sometimes giving 2 MAC addresses for one device. Extender was off.

    Anyway I update when I did the test.

    Was this answer helpful?

    0 comments
  5. franco d'esaro 25,096 Reputation points Volunteer Moderator
    2021-06-07T13:14:55+00:00

    Hi ThornySeeker6 ,

    I find it hard to follow you because you are following different paths and you have not yet done the test that I have suggested.

    The test you need to do is very simple:

    1. Temporarily turn off the Range Extender and all other laptops and devices.
    2. Connect only your laptop to the wi-fi network for at least 3-4 hours. Did the laptop perform well during all this time? Was the speed smooth? Yes or no?

    Based on how you answer me, I will tell you how to proceed.

    Was this answer helpful?

    0 comments