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FedeCorti
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Message 1 of 6
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WiFi connection not stable

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HP ENVY 17-ce1006nl
Microsoft Windows 10 (64-bit)

Brend new HP ENVY 17-ce1006nl is not able to connect properly to my WiFi Intenet line at home. I had already tried to update all the software and druìiver, but it's not working. My router is a D-link DVA- 5592.

The internet connection with LAN is working fine, but not with WiFI.

Any ideas? The Laptop is brend new.

Thank you

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Riddle_Decipher
HP Support Agent
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Message 2 of 6
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@FedeCorti I understand this could be annoying to have such as issue on a brand new device, however, I must let you know that if its within 15 days of purchase you can get a replacement laptop instead, however, if its beyond that time and/or you wish to resolve this issue as its not that complicated, here's all you need to know & do:

 

Did you try reinstalling the wireless adapter? (please do, if you haven't)

 

While you respond to that, here's what you need to do:

  1. Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!
     
  2. Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices are using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.
     
  3. Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.
     
  4. Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

That said, The best way to resolve the issue is by using the HP Guided Troubleshooter: 

CLICK HERE FOR STEP BY STEP INSTRUCTIONS.

(simply select your description of the issue from the bottom of the screen to gain access to the next set of steps that should resolve your concern).

 

P.S: Welcome to HP Community 😉

 

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us, 

have a good day, ahead.

Riddle_Decipher
I am an HP Employee

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FedeCorti
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I did all of the suggestions... But it didn't change the problem. I activated the support service of my vendor. I think it could be an hardware problem of the wifi board. 

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Riddle_Decipher
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@FedeCorti If you've gone through all the steps and the ones in the link i posted, yet the issue persists, I'm afraid you are right about this being a hardware issue and I suggest you run a hardware test to confirm the same:

 

Install the latest version of the HP Hardware diagnostics (UEFI) on your device using this link: Click here for details (using wired / USB dongles, internet)

 

Hold the power button for at least five seconds to turn off the computer.

Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

Click Extensive Test.

Click Run once, or Loop until error.

While the test is running, the time remaining and test result for each component display on the screen.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

Riddle_Decipher
I am an HP Employee

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FedeCorti
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Unfortunately the check you asked to run it did not find any problem. Any other option, rather then send my pc for assistance? 

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Riddle_Decipher
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@FedeCorti If the hardware tests have passed, that would mean the issue is software related, and I suggest you create a new user account and test the connection, also, disable the firewall to check if that works, ensure you only have one antivirus program installed, if nothing works, you may want to backup all personal data and perform a system reset: click here for steps.

 

Keep us posted.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

Riddle_Decipher
I am an HP Employee

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