HP Pavillion Laptop keeps loosing internet connection

[Anthony126]

My HP Pavilion Gaming Laptop 15-cx0xxx, product number 4XZ14EA#ABU, running on Windows 10 Home (64 bit) keeps losing connection to the internet. When I run the troubleshooter it resets the Realtek RTL8822BE 802.11ac PCIe Adapter and it works sometimes for a while and sometimes it drops again within a few seconds.

In device manager I've unchecked the option to make sure the computer can't turn it off to save power, but it still drops.

I've also checked for an updated driver and windows says it has determined that the best driver is already installed.

This is the second time I've had to type this post becasue it dropped again just now. Its infuritating considering I've just spent a considerable amount purchasing this laptop only two days ago.

Please can someone help?

many thanks

[REO51ST]

Welcome to the HP Support Community  @Anthony126 

Make sure HP Connection Optimizer is upto date:

https://ftp.hp.com/pub/softpaq/sp92001-92500/sp92122.exe

REO

[Anthony126]

Thanks for your reply, however unfortunately the link you provided says "We're sorry, HP customer support site is temporarily unavailable". It's been saying that for the last 24hrs so I can't get the hp connection optimiser from there. 

So I'm still sitting on a very expensive, 3 day old, hp machine that cannot maintain a connection to the internet.

Given the number users on this community with this problem I don't understand why the preinstalled hp assistant isn't pushing this update automatically.

[REO51ST]

Thanks @Anthony126 

Try the new link above.

REO

[sailor0703]

Another suggestion as a troubleshooting step, try the computer on a different network. The problem may be related to your network configuration. Also, along the same line, try rebooting your router when you are having the problem. Keep in mind that even though another device works just fine on the same network, there could be a little quirk in your configuration that keeps your PC from working.

[Anthony126]

Thank you for you replies, I've taken it back to the store today, and it did the same thing on their network so it's definately not a network issue.

I'll keep you posted

[vegard51]

Hello Anthony. 

You could always try to download and install driver directly from realtek website.

https://www.realtek.com/en/component/zoo/category/rtl8822be-software (PCIe version)

(direct link: https://www.realtek.com/en/agree-to-download?downloadid=4af6c78d0912f44210d3991b13e9d5d9)

[REO51ST]

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@Anthony126 wrote:

Thank you for you replies, I've taken it back to the store today, and it did the same thing on their network so it's definately not a network issue.

I'll keep you posted

---

Please keep the Community informed of the result.

It will help us all in the future.

Best regards,

REO

[Anthony126]

Hi All,

Okay so the store replaced the machine, and disabled the windows updates on the assumption that was the problem.

Within a few minutes checking it over int eh store it dropped again saying the default gateway is not available and reset the realtek wireless adapter again. Identical messages to the ones I got before. I said I would take it home and try the new connection optimiser link, which I installed at home and it dropped again within half an hour or so.

I've rebooted the router, installed the up to date HP connection optimiser, installed the most up to date Realtek driver, reactivated windows update since that clearly wasn't the problem, and it's still dropping wifi. 

At this point I should probably give up and get my money back, but I spent a week agonising over which spec to go with and other than this issue, I'm certain I made the right choice, so I really want to get this figured out.

Any other ideas guys?

Thanks

[sailor0703]

What other programs do you have installed and/or running on the computer?