Complete Network Failure

[webmonk]

I have an HP Omen laptop 17-ck000. I've had for a few years without an issue. All the sudden networking stopped working. Wi-Fi dropped and when I tried to switch to another network it would just spin and eventually Wi-Fi would completely disappear from the Network & Internet section of the Settings. When I reboot it comes back. It "appears" to be connected after reboot but states "no internet". No other devices on the network are experiencing any issues.

Here are some of the things I have tried, none of which solved the problem:

• I have restarted the router.

• I ran an ethernet cable to the router and it shows "no internet" just like Wi-Fi did.

• I switched to a USB Wi-Fi device but had the same issues as the built-in Wi-Fi.

• I tried connecting to my phone's mobile hotspot but had the same issues as the built-in Wi-Fi.

• I ran a scan for viruses.

• I did a network reset from the settings.

• I have rolled Windows back to a point before the issue.

• I reinstalled Windows (kept apps/data).

• I tried upgrading the network device drivers and the BIOS.

I am at a loss. What in the world could be causing this and how do I fix it?

[Sneha_01]

Hi @webmonk,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Given the extensive troubleshooting steps you've already taken with your HP Omen laptop, the problem indeed appears quite complex. Here’s a more refined approach to further diagnose and possibly resolve the issue:

Check Network Adapter Settings:

• IP Configuration: Make sure your network adapter is set to obtain an IP address automatically. Sometimes, setting a static IP or having incorrect DNS settings can cause these issues.
• Power Management Settings: In Device Manager, right-click your network adapters (Ethernet and Wi-Fi), go to Properties, then to the Power Management tab. Make sure that the option "Allow the computer to turn off this device to save power" is unchecked. This prevents Windows from turning off the device in low power states, which can sometimes cause connection issues.

Inspect System Logs:

• Look into Windows Event Viewer under Windows Logs > System and Application to check for any network-related errors or warnings that coincide with the times the network issues occur. This can provide clues if the problem is related to system events or conflicts.

Advanced Network Command Tests:

• Open Command Prompt as an administrator and try the following commands to clear any network configuration issues:
  • ipconfig /release followed by ipconfig /renew
  • ipconfig /flushdns to clear DNS cache.
  • netsh winsock reset and netsh int ip reset to reset the network stack.

Check for Hardware Issues:

• Although you tried a USB Wi-Fi adapter, it’s possible there could be a deeper hardware issue at play. Considering you have the same issue with Ethernet, it's worth examining the motherboard or network controller components for physical defects or failures.

Inspect for Interference or Software Conflicts:

• Sometimes third-party software can interfere with network connections. Consider booting in Safe Mode with Networking to see if the problem persists. If it doesn’t, then likely a software or service in normal mode is causing the problem.
• Disable any third-party firewall or security suite temporarily to see if these might be interfering with your network connectivity.

Testing with Different User Profile:

• Sometimes, user profiles can become corrupted and cause strange issues. Try creating a new user profile and see if the network works under that profile.

Further Hardware Diagnosis:

• If possible, connect to the internet using a different operating system (like a live Linux USB drive). If the network works flawlessly on a different OS, it might indicate a deeper issue with Windows despite the reinstall.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[webmonk]

I figured it out.  It was Norton's Smart Firewall.  When I disable it the network starts working again.  Thanks for your information.