HP Omen Wifi Does Not Show 5GHz SSID of Router

[autumn2018]

I have the similar issue with my OMEN of same model, product number: 2FK98PA#AB4

I am using the 2 band router provided by SingTel.

All my other mobile devices are able to see my 5G network, but OMEN can not see it.

Interestingly, the OMEN can see my neibhour's 5GHZ network.

Please provide details of how to fix that, which is lacking in the post (How could it be marked as solved without a sollution?)

[A4Apollo]

Hi! @autumn2018, Welcome to HP forums.

I understand you have issues connecting your PC to the 5Ghz wireless network.

Don't worry I'm here to help you out.

Did you make any software or hardware changes on your PC?

Are the wireless drivers listed in device manager?

Please share the wireless driver name listed in the device manager, also share the product number of your laptop to assist you better.

As you mentioned you have issues connecting your PC to the 5Ghz wireless network.

Try few steps recommended below and check if the wireless card supports 5Ghz network.

1. Click Start menu.

2. Press Windows key and R (at the same time). A run dialog will appear.

3. Type cmd in. Click Ok.

4. On the Command prompt window, type “netsh wlan show drivers“. Press Enter.

5. Look for the “Radio types supported” section.

802.11A is actually for the 5GHZ frequency

Most of the new notebooks with single band wireless cards, only come with one antenna, and you need two antennas for a dual band card to work.

However, you can try few steps recommended below and Manually change network settings.

Manually changing the network settings can resolve wireless connection issues. Create a restore point in Windows, and then manually change the network settings.
Using the search box on the taskbar, search for and open Create a restore point.
The System Properties window displays.
Click Create.
Type a name for the restore point, and then click Create.
Windows creates the restore point.
Using the search box on the taskbar, search for Command Prompt. In the results list, right-click Command Prompt, and then click Run as administrator.
If a User Account Control screen displays asking if you want to allow the app to make changes to your computer, click Yes.

Type the following commands one at a time, pressing Enter after each one.
netsh int tcp set heuristics disabled
netsh int tcp set global autotuninglevel=disabled
netsh int tcp set global rss=enabled
To open the TCP Global Settings, type netsh int tcp show global in Command Prompt and then press Enter.
Make sure all settings are disabled except Receive-Side Scaling State.
Close Command Prompt, reboot the system and then try to connect to the Internet.

Also, try the steps recommended below.

On your keyboard, press Windows logo key and X at the same time, then choose Settings. 

In the search box, type in Troubleshoot and choose Troubleshoot network. 

On the right side of the pane, click Run the troubleshooter under Internet Connections. 

Select Troubleshoot my connection to the Internet. 

When the automatic troubleshooter finishes running the procedure, you will be able to see certain error notification. For instance: 

Also, try uninstalling the wireless drivers from device manager and install the latest drivers using HP recovery manager.

Note: Before uninstalling the wireless drivers make sure you connect the ethernet cable to your PC and then uninstall the drivers.

Refer this article to know how to restore drivers using HP recovery manager.

If the issue still persists try reseating the wireless card on your PC and check if it helps.

If you have tried all the steps and the issue still persists it is a hardware issue with the wireless card.

Please contact HP support for service options.

Link to contact HP.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this works!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[autumn2018]

I have provided my produce number in the first post.

Isn't that enough for HP to figure out all the HW configurations (such as my wifi module/driver etc.)

My laptop is still within the Warranty, it never was able to see my 5GHz SSID from the day one.

[A4Apollo]

@autumn2018, Thanks for your quick response and time.

I appriciate your efforts for writing back to us.

I have checked the specifications of your laptop and your laptop was shipped with 801.11 AC wireless card.

So the wireless card should support 5Ghz network. I would suggest you please turn off the Bluetooth on your PC and try connecting to the wireless network again and check if it helps.

If the issue still persists after trying out the steps. Please contact HP support for service options.

Link to contact HP.

Have a great day ahead!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[autumn2018]

Turring of bluetooth does not help.

I did some further experiments with my other mobile device (well an andriod settop box).

I have insalled wifi analyzer application on both the mobile device and my OMEN, and did a scan.

Interesting things are, for all of the 5GHZ network SSIDs, OMEN can see some of them, while my mobile device can see the rest of them.

Unfortunately, my own 5GHz network is in the latter category, where OMEN can not see.

Looking at the technical details the wifi analyzers produced about these 5GHz networks, I found that:

1. the 5 GHz network that OMEN can see are all have a frequency between 5180~5200 MHz

2. the 5 GHz network that OMEN can NOT see are all have frequecies between 5745~5785 MHz.

3. My 5 GHz network is at 5745 MHz (operating range 5735~5755 MHz)

Hope this could give HP some hint on what the problem is.

[Jeet_singh]

@autumn2018,

It looks like you were interacting with @A4Apollo, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

As I understand you have the steps suggested and still having the issue, I would personally suggest you contact our HP phone support for further assistance. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[autumn2018]

After a few more experiment with my router and the wifi analyzer running in OMEN, I think I have nailed down to root cause of the problem.

In 5 GHz network, there are multiple channels of frequency band that the router could work on.

The valid channels are ranging from 36 to 161.

The valid channels shown from my router are: 36/80, 40/80, 44/80, 48/80, 149/80, 153/80, 157/80, 161/80

the OMEN can only see SSIDs at channels upto channel 48/80, which is at 5240 MHz

the OMEN can not see any SSIDs which operate at channel from 149/80 onwards.

In other words, OMEN can not see upper half of the 5GHz frequency range.

Hope this could help HP to identify a solution (other than asking users to change the channel)

[autumn2018]

After a few more experiment with my router and the wifi analyzer running in OMEN, I think I have nailed down to root cause of the problem.

In 5 GHz network, there are multiple channels of frequency band that the router could work on.

The valid channels are ranging from 36 to 161.

The valid channels shown from my router are: 36/80, 40/80, 44/80, 48/80, 149/80, 153/80, 157/80, 161/80

the OMEN can only see SSIDs at channels upto channel 48/80, which is at 5240 MHz

the OMEN can not see any SSIDs which operate at channel from 149/80 onwards.

In other words, OMEN can not see upper half of the 5GHz frequency range.

Hope this could help HP to identify a solution (other than asking users to change the channel)

[A4Apollo]

@autumn2018, Thanks for your quick response and time again.

I appriciate your efforts for writing back to us.

As you mentioned after changing the frequency of the router you are able to connect your PC to the router using 5Ghz.

I am happy to hear that your issue got resolved.

If you have any queries in future related to any HP products, you can always reach out to us.

We will try our best to help you out.

Take care,

Have a great day! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[autumn2018]

Come on! This could not be a solution!

I can't go to change any other hotspots which operating at or beyond channel 149.

As a technology company, I expect a better solution than that.

Here are the questions to you:

1. Does HP OMEN support full 5 GHz frequency range?

2. If the answer to 1. is yes, then how to make my OMEN be able to see SSIDs at or beyond channel 149.

3. If the answer to 1. is no, where in the OMEN's specification is this mentioned?

So far, I am yet to receive any real help from HP to nail down this issue, looking forward for some real stuff.