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HP Recommended
Chrome OS

I’m having an ongoing issue with my HP Chromebook. I connect to wi-fi fine but it drops out the whole time due to Err not resolved or dns probe failures. When I hotspot my phone it works absolutely fine with no issues. When I spoke to support they said this was an issue with HP and it was being looked at.

Does anyone have any tips? I changed my wi-fi to 2.4 Ghz from 5 GHz as suggested. This worked for a time but then stopped working again. 

I have tried it on different WiFi networks, so the network is not the issue. 

HP Recommended

Hi@Finlay4, Welcome to the HP Support Community!


I understand that the Chromebook WiFi keeps dropping not working.


Please perform the below steps and check.


Step 1: Make sure Wi-Fi is on

This might be the first thing you checked when you encountered this problem but I suggest you toggle the Wi-Fi switch off and then on again. If your Chromebook has already connected to a network before and you’re within range, it might automatically connect to it after you toggle the switch.

  1. Turn on your Chromebook.
  2. Click your account photo.
  3. Click No network. NoteIf you see “Connected to” and your Wi-Fi network name, your Chromebook is already connected to Wi-Fi.
  4. To turn on Wi-Fi, click the switch.
  5. Your Chromebook will automatically look for available networks and show them to you in a list.

Step 2: Make sure it’s a network issue

After making sure Wi-Fi is enabled in your Chromebook, it’s time to look at this problem at a different angle especially if this problem started without apparent reason. For instance, if you were able to connect to the same network a couple of days ago and now you can’t, you have to ask yourself if the problem is with your laptop or the network.


The best thing to do now is to see if other devices such as a smartphone and other laptops can connect to the same network without a problem. If they can, then there’s no problem with your network. However, if you don’t have other devices you could try, then I suggest you go to a local bar, resto or cafe that offers free Wi-Fi and connect to it. If it’s possible to try two different networks, that would be better just to be thorough. If your Chromebook cannot connect to public hotspots, then it’s clearer now that the problem is with your laptop. Move on to the next step if this is the case.


However, if your other devices can’t also connect to your network or if your Chromebook can connect to public hotspots, then the problem is clearly with your network. Refresh your connectivity by power cycling your network equipment: simply reboot your router or modem. If it’s just a minor problem with your network, this is enough to fix it. However, if it’s more complex and can’t be fixed by doing the power cycle, then you have to call your Internet Service Provider and have it checked. If your network is fixed, this problem will also be gone.


Step 3: Reset your HP Chromebook 14 using Powerwash

Unlike the Windows operating system, there’s nothing much you can do about your Chromebook if its core functions fail so I suggest you reset it by using the Powerwash feature under Settings. It will reset your laptop and delete all locally stored files so make sure you back up important files and data before the reset.


  1. Click the status area of the taskbar, and then click Settings.
  2. Scroll to the bottom of the Settings page and click Show advanced settings.
  3. In the Powerwash section, click Powerwash.
  4. Click Restart to begin resetting the Chromebook.

Alternatively, you can reset your Chromebook by the sign-in screen if you want to and it’s easier than the previous method…

  1. On the sign-in screen, hold down the Ctrl + Alt + Shift + R keys.
  2. In the Powerwash your Chrome device window, click Reset.

After the Powerwash, proceed to the initial setup to know if Wi-Fi is working this time. You will be asked to log in to your Google account during the setup process and to be able to do so, you need to connect to Wi-Fi.


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