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Papa-Zulu-Fox
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Intermittent Internet Connection Wired and Wireless

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Spectre x360 Convertible
Microsoft Windows 10 (64-bit)

My HP Spectre x360 convertible has unstable internet connection whether wired to LAN or wireless. "Connected, no internet" shows. When using Zoom, for example, "Your internet connection is unstable" shows and the video freezes or disconnects completely. Older (2013) Envy laptop does not suffer the problem with the same connections. All Wi-Fi and broadband checks are green. All internal diagnostics are positive. What else could be the problem, please? Laptop is 7 months old.

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The_Fossette
HP Support Agent
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Message 2 of 4
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@Papa-Zulu-Fox

 

I reviewed your post and I understand that you are facing issues with the internet connection.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

I recommend you follow the below steps and check if it helps.

 

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.

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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CeliaTam
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Message 3 of 4
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I had the same question about as well. Different unit. Mine is done wireless.  I posted the issue last week but got no response.  I have restarted, cleaned out unnecessary files and cookies, and it still freezes up on my Zoom meetings.

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The_Fossette
HP Support Agent
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@Papa-Zulu-Fox

 

Follow the steps in the below article and run a test on the wireless card.

 

https://support.hp.com/in-en/document/c03467259

 

Let me know how it goes and you have a great day!

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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