HP Pavilion Gaming Laptop Crashes Wifi Network

[zachary5475]

Using this laptop sometimes kills the entire wifi network, disconnecting all devices on the network. This has happened when using applications like Zoom and video games, and even just using Google Chrome or HP Support Assistant. The laptop, as well as all other devices on the wireless network, disconnect for 10-60 seconds before reconnecting. This only happens when I use this laptop, no other devices cause the wifi to completely shut down. When I'm using these applications, this happens as frequently as every 10-30 mins, but sometimes does not happen for a few hours.  This occurs on both my 2.4G and 5G wifi network.

Yesterday, I opened a case asking HP chat support for help. They used HP Remote Support to look at my computer, but didn't tell me anything (they didn't tell me what they were testing, nor if they found a fix) but closed my case the same day. The problem initially seemed to be resolved for a few hours, but now it has returned to crashing the network again.

I got this laptop less than a month ago, everything seems to be updated. Not sure what I should do. Any help?

[Echo_Lake]

@zachary5475

Thank you for posting on HP Support Community.

Not to worry, I've got a few more steps to isolate the issue. 

Use the following steps to open the Component Tests menu.

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
3. On the main menu, click Component Tests.
4. The Component Tests menu displays.
5. Wireless Module Test - This test checks that the BIOS detects the wireless module and that it is enabled.

To run the test, click the Wireless Module, and then click Run once.

• The Wireless Module Test takes 30 seconds to complete.

If the test passes, try these steps:

Reinstall the network adapter using HP Recovery Manager (Windows 8, 10)

Reinstall original software or drivers using the HP Recovery Manager. If your PC does not locate the Recovery Manager installed, click the ‘next step’ button below.

1. In Windows, search for and open HP Recovery Manager. If prompted for an administrator password or confirmation, type the password or provide confirmation. If prompted by User Account Control to allow the program to make changes to the computer, click Yes.
2. Under Help, click Reinstall drivers and/or applications and wait for Recovery Manager to generate a list.
3. From the combined list of applications and drivers, with the drivers listed first, select the checkbox next to the drivers you want to reinstall. NOTE: The name of the adapter varies, depending on which one is installed on your PC.
4. When the Installation is completed message displays, click OK.
5. Close all open applications, restart your computer, then try connecting to the Internet again.

If the test passes, try these steps:

• From the Start screen, type device manager to open the Search charm, and then select Device Manager from the search results. Double-click Network adapters. Right-click the name of your wireless network adapter, and then select Uninstall.
• Click here: https://support.hp.com/in-en/document/c03535285 to complete the troubleshooting steps.

If the test passes, try these steps:

1. Open Start.
2. Search for Device Manager and click the top result to open the experience.
3. Expand the category with the device that you want to roll back.
4. Right-click the device, and select the Properties option.
5. Click the Driver tab.
6. Click the Roll Back Driver button.

And, also you can try with mobile hotspot to determine connectivity related issue: https://store.hp.com/us/en/tech-takes/wifi-tethering-phone-mobile-hotspot

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[zachary5475]

Hi @Echo_Lake

Thanks for the response. I tried your suggestions but none of them seemed to solve the problem.

The Wireless Module Test passed without a problem. I tried your second suggestion after downloading HP Recovery Manager from https://support.hp.com/ca-en/document/c04758961 since it wasn't already on my computer. I could not figure out how to properly run the program once it had installed: searching for it in Windows came up with nothing, and trying to start it from its folder didn't work either, so I skipped to the next suggestion. 

I uninstalled my network adapter from Device Manager, and reinstalled by clicking "Scan for hardware changes" but upon restarting my computer the same problem persisted.  I checked for driver updates on both HP and Intel websites, neither showing any new updates.  I also tried to roll back the driver from Device Manager, but the option to do so is greyed out and unclickable. 

I will attempt to open another HP support case and see if they can fix anything. Any other suggestions?

[Echo_Lake]

@zachary5475

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. Since you have already tried most of the troubleshooting steps to resolve this issue 
I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed.  While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[zachary5475]

I did a factory reset but it still didn’t fix the problem. After resetting, though, I did notice that it mostly just disconnects my laptop from the network, and not my other devices for the most part. At this point I’m thinking it has to do with my router/network. I’ll try to test the laptop on different networks and see what happens, and I’ll update when I do that. Any other suggestions?

[Echo_Lake]

@zachary5475

Thank you for posting back. 

Since you have already tried most of the troubleshooting steps to resolve this issue,

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[zachary5475 · Accepted solution]

I'm no longer having the issue anymore since I bought a USB wifi adapter to help stabilize my connection. I haven't disconnected from the wifi nor had my network crash since I've been using it. I think my wifi just couldn't handle the laptop but using the adapter fixes this. Thank you for the help.