Create an account on the HP Community to personalize your profile and ask a question
02-25-2021 01:57 AM
My hp laptop system name HP laptop15-dNH0194A used to connect to xfinity hotspots and 5GHz band but all of sudden it cannot connect to it. The wireless adapter is enable to see and connect to all hotspots except xfinity and 5GHz band.
In between, I factory reset the laptop and still the same problem.
Please help, I use the xfinity hotspots to do my work and study.
02-28-2021 11:39 AM
As I understand, Wi-Fi keeps disconnecting,
No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution:
When was the last time it worked fine?
Were there any hardware/software changes made?
Have you tried any troubleshooting steps?
Let's try these steps to resolve the issue:
Change your wireless environment
Environment greatly impacts the effectiveness of wireless networks. Review and consider the following actions to help resolve the wireless network issue.
- Proximity: If you have a mobile computer, try to move it closer to your router so the signal strength is strong. The farther the computer is from the router, the weaker the broadcast signal. Use the wireless icon in the notification area to check the strength of the signal.
- Interference: If possible, remove metal objects that are near or between the router and computer. They can interfere with the network signal and cause poor connectivity. Move the computer or router to a location where there are fewer solid object between the two and check if signal strength/connection improves.
Other devices operating on similar frequencies, such as cordless phones, microwaves, analog security devices, etc. can cause interference as well. Relocate or turn off these devices for testing.
- Limit the Too many devices on the same network can cause performance drops. Temporarily have another device log off the network and see if the wireless issue is resolved. amount of devices:
- Try connecting to a different network: If possible try to connect to another known nearby wireless network to see if the wireless issue is resolved. Too many devices on the same network can cause performance drops.
Try connecting to the Internet again. If you cannot optimize the environment, for example, your computer must be used at a specific place, consider purchasing a wireless repeater to extend the network range.
Check for bandwidth consuming apps or services then test connection speeds
Devices such as smart TVs, wireless TV receivers, laptops, tablets, and phones might be consuming bandwidth and making your Internet service slower. Likewise, applications running on your computer might be using bandwidth in the background.
To isolate this further:
- Try turning off or temporarily disconnecting any other devices that are using the same Internet connection.
- Close all other applications on your computer, and then test the connection speed again.
- Check to see if the problem occurs within a specific application. If it is program-specific, here is a list of items that could help isolate this issue further.
- Check the developer’s website for updates or fixes.
- Try uninstalling and reinstalling the application.
- Try using another similar application.
If the wireless connection speed is still slow, test the network performance with a different device. If the same behavior exhibits, please contact your internet service provider (ISP) as this may be an issue with your internet connection or associated hardware.
If the problem doesn’t show on the other device or if another device is not available to test with, continue to the next step.
Temporarily disable the firewall software
Temporarily disable the firewall software on your computer to see if it is interfering with the Internet connection speed.
- Right-click the taskbar icon associated with your firewall software and select Disable firewall or similar.
- After disabling the firewall, test Internet connection performance. If there is still a problem continue to the next step.
- If the connection is still slow, then the firewall is not part of the problem.
- If the connection is faster, then adjust the firewall settings or use a different firewall.
CAUTION: Remember to re-enable the firewall after testing.
Update network adapter drivers through Device Manager
Installing the latest wireless LAN adapter driver can resolve common issues with the wireless Internet connection. Use Device Manager to find the latest WLAN driver.
- In Windows, search for and open Device Manager.
- Double-click Network adapters, right-click the name of the Wireless Adapter, then select Update Driver Software.
- Click Search automatically for updated driver software.
- If an updated driver is found, follow the instructions to install it.
Try connecting to the Internet again. If there is still a problem continue to the next step.
Update the BIOS (notebook PCs): Follow the steps from the link: https://support.hp.com/in-en/document/c00042629.
Disable power management state for wireless adapter in Device Manager
Most wireless devices can be turned off by the system to save power. In some sleep scenarios, the device might not wake properly when the system returns from sleep or hibernate. To prevent this from happening, adjust the power management settings for the wireless adapter.
- In Windows, search for and open Device Manager.
- Double-click Network Adapters to expand the list, right-click the wireless (Wi-Fi) adapter in the list, and then select Properties.
- In the Adapter Properties window, click the Power Management tab.
- Remove the check next to Allow the computer to turn off this device to save power, and then click OK.
- Close Device Manager, restart the notebook computer, and then attempt to reconnect to the wireless network.
Confirm only one antivirus/firewall software is running
Performance can be negatively affected when multiple antivirus programs are installed on your computer. Uninstall all but one antivirus program.
For Windows 10 and 8
To remove programs and software components from your computer hard disk drive, follow these steps:
- In Windows, search for and open Programs and Features.
- In the Uninstall or change a program window, select the program you want to remove from the list and click Uninstall or Uninstall/Change at the top of the program list.
- Read and respond to any messages that may open while the software is being removed from your computer.
- Test to see if the wireless issue continues. If there is still a problem continue to the next step.
Temporarily disable Bluetooth
Try temporarily disabling Bluetooth to see if this impacts the network performance.
After disabling Bluetooth, try to see if the wireless issue continues. If there is still a problem continue to the next step.
NOTE: If no Bluetooth device or options are present, your PC may not have been equipped with this feature.
- Right-click Start and select Settings.
- Click Devices and select Bluetooth.
- Slide the Bluetooth settings to Off.
Use the Network and Internet Troubleshooter (Windows 10)
The Network and Internet Troubleshooter tests the network for problems and attempts automatic repairs for any issues found.
- Right-click the wireless connection icon in the notification area, then select Troubleshoot problems. The Windows Network Diagnostic window opens and the troubleshooting process begins.
Figure: Taskbar and wireless network icon
NOTE: This is an image of a connected network, your icon may look different depending upon the status.
- After automated troubleshooting has completed, read the information on the screen.
- This describes problems found, fixed, or actions necessary to resolve the connectivity problems.
- When complete, follow any recommended actions and try connecting again.
- If the problem persists or there were no issues found by the troubleshooter, close the results screen and continue to the next step.
IconWindows 10 Network Status Icon Description
If there is a red x over the network status icon, this means that there are no wireless networks currently available.
If there is a star on the network icon, this means you are not connected to any network
Connected - No Internet access. This icon with an exclamation mark means you are connected to the network but no Internet access. You should check the router or modem to see any Internet connection problem.
A successful connection will look like this. Note, this doesn’t take the different signal strengths into account.
Restart the PC
- Restart the computer with the wireless issue.
- After the computer has restarted, try connecting to the Internet again.
Check the Internet Service Provider (ISP) connection
Check if other devices can connect to the same wireless network and if they have the same wireless issue:
- If other devices on the same network do not experience the same connection issues as the local computer, then the issue is related to the PC having the connection issue.
- Verify the password being used to connect to the existing wireless network is correct. Your Internet service provider will be able to walk you through this process.
- If other devices can connect to the wireless network but can’t access the Internet, the problem is likely related to the connection between your router/modem and the Internet service provider. Reset the router/modem (if not done yet) and contact your Service Provider if the issue persists.
- If other devices can’t connect to the wireless network, the problem is likely related to your wireless router or it’s configuration. Reset the router (if not done yet) and make sure you use the correct password when you try to connect. If the issue persists, contact your internet service provider
Keep me posted. Happy to help!
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!
Have a great day!