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akagorilla
Level 1
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Message 1 of 12
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Solved!

Connection stops

HP Recommended
Envy All in one
Microsoft Windows 10 (64-bit)

I have an HP Envy All in one Pc 27-b0XX.  It was purchased through Hp.com on 12/27. Everything worked great until 1/20. All of a sudden the wifi stopped working. I started with troubleshooting the router then established that this unit was the issue. Whether hard wired or using wifi, the connection says connected, secured. But then it's really not connected and it never comes back.

 

I talked to HP Support on the phone and started a case number. We tried to uninstall the router information from the device manager and it would work for a few minutes after a restart. We tried this many times. Finally, we were forced to do a factory reset. That worked for four hours. I reinstalled all of my software and optimized my settings and at 8pm last night the connection stopped again.

 

I have now done a second factory reset and have not added any software or changed any settings. This is my last attempt at a factory reset before I ship it back. I cannot waste 4 hours setting up the computer and then having the same issue again.

 

Other computers and devices have no problem connecting to my wifi. The problem is with this device. I'm not adding anything crazy like games or super big files. I use Office 365, a few Adobe programs, Chrome, Slack, Lastpass, Zoom, Crashplan, AVG. I'm not sure it was anything I added that contributed to the failure.

11 REPLIES 11
The_Fossette
HP Support Agent
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Message 2 of 12
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Hi @akagorilla

 

Welcome to the HP Forums!

 

Thank you for posting your query in this forum, it's a great place to find answers.

 

I reviewed your post and I understand that the computer is not maintaining the wireless connection.

 

I’d love to help!

 

Follow the below steps to fix this issue.

 

Open CMD as Admin:  Copy the following commands, and press enter after each one.

 

netsh int tcp set heuristics disabled
netsh int tcp set global autotuninglevel=disabled
netsh int tcp set global rss=enabled

netsh int tcp show global  (Check if All settings have taken effect)

 

Reboot the system and see if it works.

 

If the issue persists, follow the steps in the below link.

 

http://hp.care/2c86VnP

 

Let me know how it goes and you have a great day!

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

 

Take care.

 

Cheers!

The_Fossette
I am an HP Employee

akagorilla
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Message 3 of 12
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I don't know how to log on as admin. It shows c:\Users\akago>

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The_Fossette
HP Support Agent
HP Support Agent
29,155 29,140 1,944 2,571
Message 4 of 12
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Hi @akagorilla

 

Thank you for posting back.

 

For accessing the command prompt as administrator, right-click on the Start button in the lower-left corner of the screen and select the Command Prompt (Admin) option from the Power User menu.

 

NOTE: You can also press the Windows key + X to access this menu.

 

04_opening_from_win_x_menu

 

The Administrator: Command Prompt window displays allowing you to run commands with administrative privileges.

 

Let me know how it goes and you have a great day!

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

 

Take care.

 

Cheers!

The_Fossette
I am an HP Employee

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akagorilla
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Message 5 of 12
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Just so I know, what did I just do and how will this help the issue?

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akagorilla
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Message 6 of 12
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Everything was working and I downloaded several program and now it does not connect again. 

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The_Fossette
HP Support Agent
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Message 7 of 12
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Hi @akagorilla

 

Thank you for posting back.

 

I want you to run those commands again and check if it helps.

 

Let me know how it goes.

 

Take care!

The_Fossette
I am an HP Employee

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akagorilla
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Message 8 of 12
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It did not help. Unable to connect. I'm on hold with Support and preparing to ship it back. I'm not happy I will be without a computer for the next 10-14 days. I bought this computer for my business because my last computer died during the Christmas break. 

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The_Fossette
HP Support Agent
HP Support Agent
29,155 29,140 1,944 2,571
Message 9 of 12
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Hi @akagorilla

 

Thank you for posting back.

 

I recommend you to try the steps in the below document before shipping it back and check if it helps.

 

http://hp.care/2c86VnP

 

Let me know how it goes.

 

Take care!

The_Fossette
I am an HP Employee

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akagorilla
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Message 10 of 12
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I tried those steps over the weekend, several times. 

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