11-14-2019 10:12 PM
I purchased this laptop new in September and have experienced issues since day 1 with my network connectivity. I consistently receive very high latency spikes (over 300ms) and it is quite impairing when trying to stream video or play games. I had the network card replaced very early in and that did not solve the issue. I have the issue across all networks, and it is not an ISP issue as other devices connect perfectly fine. I have been told by HP support before that it is due to an issue with Realtek network adapters being incompatible with Windows 10 and I just need to wait for Microsoft to release a patch. After contacting Microsoft several times, they insist that it is an HP driver problem and not on their end. This is extremely frustrating as I have had these issues for over 2 months now and there does not seem to be any solution, or attempt to find one. I am up to date with all current Windows Updates, HP driver updates, and BIOS updates. I have also tried turning bluetooth off and changing the battery settings to maximum performance. What can be done to fix this long-term issue for a new pc?
11-18-2019 04:07 PM
@arknight12 Welcome to HP Community!
Let's start with performing a hard reset on the PC to release any excessive static/power that could have caused the issue.
- Turn off the computer.
- Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.
- Unplug the AC adapter from the computer.
- Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory.
- Press the Power button to turn on the computer.
- If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key.
Second, you can check if there is Bios update available for your PC, here is the link to download.
Performing a test on the Hard drive as well as on the Memory from the Hardware diagnostics:
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 are shown on the screen. The test can take 2 or more hours to complete.
If the diagnostics are not available when using the F2 menu, run the HP PC Hardware Diagnostics from a USB drive. To download the latest version of the diagnostics, go to the HP Hardware Diagnostics website. For instructions, see Testing from an external USB device.
The best way to resolve the issue is by using the HP Guided Troubleshooter:
CLICK HERE FOR STEP BY STEP GUIDE (Scroll to the bottom for more options)
(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).
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 within 24 - 48hrs, and have a good day, ahead.
I am an HP Employee