Showing results for 
Search instead for 
Did you mean: 
New member
2 0 0 0
Message 1 of 2
Flag Post

keep dropping my connection

HP Recommended
elite small ff desktop
Microsoft Windows 10 (64-bit)

Hello I am running into a number of, windows I believe, related issues:  

1) I am using a Realtek wireless network adapter, I have the latest driver for the usb device, system tells me everything is working fine and I have a good strong signal.  System recognizes my network, secures to the network but cannot connect to the internet.  I try to enable the device via the change network adapter, system says I'm connected but I'm not.  I get the odd message about drivers not recognized but when I check that the system says I have the latest driver..   The system keeps dropping the connection forcing me to uninstall- reinstall, reboot, cold boot, remove the adapter.  after a series of different exercises the connection reestablishes for at times a few hours or in other cases a few seconds.  I have diagnosed, I've gone into power management to keep PC from turning off the device (which doesn't work by the way as I have to continually reset).   

2) frequently when I restart, the system just goes into a cycle and does not restart, some of the messages from the BSOD include: "Driver, Power state failure"   "system exception thread not handled".   Note that at times even when I shut down via the screen prompt the system does not shut down and I have to manually press the power button which is not good but I have not choice.  

This is a brand new out of box PC, and these issues have been occurring since day 1.   Your help will be greatly, greatly appreciated.  

HP Support Agent
HP Support Agent
31,166 31,117 2,614 3,973
Message 2 of 2
Flag Post
HP Recommended

@BobST1 Since this is a brand new device, you can either get yourself a replacement PC as you would have a replacement option of between 15-90 days depending on where you purchased it from, that said, if you wish to troubleshoot the issues, let's start with wifi disconnecting issue and work our way out of all the issues one after the other:


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: 


(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 😉


Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

I am an HP Employee

0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation