G72 Laptop won't connect to wireless network

[DKI]

My HP G72 laptop no longer connects to my wireless network. I'm running Windows 10. All other PCs & tablets can connect. I already reset the router to no avail. It's done this intermittenltly in the past but I usually could connect. Not this time. I suspect the wireless card is shot. Any suggestions? 

[MKazi]

@DKI

Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP G72 laptop and it no longer connects to the wireless network. Other devices are able to connect to the same wifi. I appreciate the steps you have performed and have certainly done a good job.

I would like to know if any changes (hardware or software) took place on the laptop after which this issue may have started. Also, please let me know the exact product model no. This link will help you to find the model no: http://hp.care/2bygf7l

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• I this issue started recently, then please perform a Microsoft System Restore to rollback the laptop to a previous date when everything worked fine. This will not delete any data. 
• If the issue persists post a system restore, then please perform the steps as described in detailed below:

First, we have a step by step guide to walk you through the troubleshooting process here: 

• Troubleshooting Your Wireless Network and Internet Connection

A second option, is to try these steps:
Powercycle the network:
1. Shut down your notebook.
2. Unplug the power to your router.
3. Unplug the power to your modem.
4. Wait at least 45 seconds.
5. Plug in the modem, and wait for it to come back online.
6. Plug in the router, and wait for it to come back online.
7. Turn on your notebook, and test your connection.

Disable the Power Off option for the adapter:
1. Open Device Manager. (Win Key+R > type devmgmt.msc > OK)
2. Expand the Network adapters.
3. Right click on the Ethernet/Wireless Adapter and click Properties.
4. Click the Power Management tab.
5. Remove the check mark beside Allow the computer to turn off this device to save power.
6. Click OK.
7. Test.

Reset the TCP/IP settings on your PC:
1. Go to your start screen/menu and type CMD.
2. Right click on the command prompt icon and chose Run as administrator.
3. In the window that opens type "netsh int ip reset resetlog.txt" without quotes, and press enter.
4. Restart your PC and test.

It may also help to reset the winsock catalogue:
1. Go to your start screen/menu and type CMD.
2. Right click on the command prompt icon and chose Run as administrator.
3. In the window that opens type "netsh winsock reset" without quotes, and press enter.
4. Restart your PC and test.

Reinstall the network adapter drivers:

1. Download the drivers from here but do not run them yet.
2. Go to your start screen/menu and type Device Manager.
3. Expand Network adapters.
4. Right click on the wireless adapter and choose Uninstall.
5. Run the downloaded drivers from step 1.
6. Restart your PC and test.

Test an ethernet connection:
Self explanatory. Test if the issue persists on a wired connection to rule out the wireless adapter hardware so troubleshooting can be directed towards the right areas.

Test another connection:
Many people rule out their home network as an issue if another device is working on the same network. Networking is not that simple. Each device interacts differently with your router or modem and it is impossible to rule out settings in that device until the notebook has been tested on another network.
 

If those three steps do not resolve the issue, try this document published by Microsoft for networking issues: Wired and wireless network problems. You can change the operating system with the dropdown in the upper-right corner of the document.

I sincerely hope this fixes the issue. Let me know how it goes. All the best! 🙂

[DKI]

Did the reset and it worked  for a couple of days. I guess I gotta do more in-depth analysis and updating of the drivers the next time this happens. The only upgrades I implemented was to intall a SSD a couple of years ago (wonderful), updraded to Windows 10 (not so wonderful) when it was offered for free and I installed 8 GB of Crucial ram last month (also wonderful). This wireless issue pre-dates these upgrades. It would occur intermittently over the years even when I was using Windows 7 (although not as often). 

P.S. it's a G72860US model. 

---

@MKazi wrote:

@DKI

Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP G72 laptop and it no longer connects to the wireless network. Other devices are able to connect to the same wifi. I appreciate the steps you have performed and have certainly done a good job.

I would like to know if any changes (hardware or software) took place on the laptop after which this issue may have started. Also, please let me know the exact product model no. This link will help you to find the model no: http://hp.care/2bygf7l

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• I this issue started recently, then please perform a Microsoft System Restore to rollback the laptop to a previous date when everything worked fine. This will not delete any data. 
• If the issue persists post a system restore, then please perform the steps as described in detailed below:

First, we have a step by step guide to walk you through the troubleshooting process here: 

• Troubleshooting Your Wireless Network and Internet Connection

A second option, is to try these steps:
Powercycle the network:
1. Shut down your notebook.
2. Unplug the power to your router.
3. Unplug the power to your modem.
4. Wait at least 45 seconds.
5. Plug in the modem, and wait for it to come back online.
6. Plug in the router, and wait for it to come back online.
7. Turn on your notebook, and test your connection.

Disable the Power Off option for the adapter:
1. Open Device Manager. (Win Key+R > type devmgmt.msc > OK)
2. Expand the Network adapters.
3. Right click on the Ethernet/Wireless Adapter and click Properties.
4. Click the Power Management tab.
5. Remove the check mark beside Allow the computer to turn off this device to save power.
6. Click OK.
7. Test.

Reset the TCP/IP settings on your PC:
1. Go to your start screen/menu and type CMD.
2. Right click on the command prompt icon and chose Run as administrator.
3. In the window that opens type "netsh int ip reset resetlog.txt" without quotes, and press enter.
4. Restart your PC and test.

It may also help to reset the winsock catalogue:
1. Go to your start screen/menu and type CMD.
2. Right click on the command prompt icon and chose Run as administrator.
3. In the window that opens type "netsh winsock reset" without quotes, and press enter.
4. Restart your PC and test.

Reinstall the network adapter drivers:

1. Download the drivers from here but do not run them yet.
2. Go to your start screen/menu and type Device Manager.
3. Expand Network adapters.
4. Right click on the wireless adapter and choose Uninstall.
5. Run the downloaded drivers from step 1.
6. Restart your PC and test.

Test an ethernet connection:
Self explanatory. Test if the issue persists on a wired connection to rule out the wireless adapter hardware so troubleshooting can be directed towards the right areas.

Test another connection:
Many people rule out their home network as an issue if another device is working on the same network. Networking is not that simple. Each device interacts differently with your router or modem and it is impossible to rule out settings in that device until the notebook has been tested on another network.
 

If those three steps do not resolve the issue, try this document published by Microsoft for networking issues: Wired and wireless network problems. You can change the operating system with the dropdown in the upper-right corner of the document.

I sincerely hope this fixes the issue. Let me know how it goes. All the best! 🙂

---

[MKazi]

@DKI

Thanks for replying and sharing the model no. The model no. in fact is HP G72-b60US Notebook PC.

Do keep me in the loop for any further help. I will watch for your response. Take care! 

[DKI]

How do I get to the cmd prompt in windows 10 so I try out your recommendatios? I miss.the start menu on windows 7.

[MKazi]

@DKI

Thanks for your reply. 🙂

• Please click on the Cortana search box towards the bottom left corner of the desktop screen in Windows.
• Type "cmd" in the search box and it will display the command prompt in the search results.
• Click on the command prompt to launch the command prompt window. 

Or 

• Click on the Windows start button towards the bottom left corner of the screen.
• Search for command prompt. and click on it.

Hope this helps. Cheers! 🙂

[Josh2911]

Same issue only happened after having to reinstall windows 7 due to a start up error (system Volume)

[kevin-t]

Hello,

Thank you for posting in this thread. Unfortunately based on when the last response was made, I have closed this thread to help keep comments current and up to date. We recommend starting a new thread for your issue. 
To be more helpful with your post, you can add key information if you desire: 
1. Product Name and Number (please do not post Serial Number)
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