Laptop causing wifi issues

[Del087]

Got a weird one going on here. For the last 4 or 5 days I have been having issues with my wifi. I have 5 devices (laptop, xBox, TV, and 2 phones) connected to the WiFi. Had a technician come out and he changed the modem and everything seemed fine.....until about an hour after he left. The issue is that when on the laptop after about 15-20 minutes when I try to go to a website I get "Reload Page" and then "There Is No Internet Connection". When I try to reload, I continuously receive the same error. All devices(phones and TV) then have the same issue, however, all continue to say they are connected to the WiFi with internet access but, still won't load a web page and say there is no internet connection. Within 30 seconds of closing the lid on the laptop all other devices reconnect and work fine. I open the laptop, reconnect and within 15-20 minutes nothing works. It's very bizarre. I figure there has to be some sort of setting that was somehow changed. Any assistance would be greatly appreciated.

[MKazi]

@Del087

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 Pavilion G4 series laptop. I read that the modem was replaced recently and since then there are some wireless issues. I read that if the laptop is connected to the wifi along with other devices, then after 15-20mins all devices and the laptop do not have access to the internet. If the laptop 's lid is closed or if the laptop is shut down then other devices will connect fine. Fabulous analysis. Spectacular diagnosis of the issue before posting. Kudos to you for that.

To provide an accurate resolution, I need a few more details: 

• Please let me know the exact product model no. This link will help you to find the model no: http://hp.care/2bygf7l

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

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 genuinely hope the issue gets resolved without hassles and the unit works great.Let me know. Cheers! 🙂

[Titanium13]

Hey Del087, I would love to know if you found out what was exactly causing this.  I have had the exact same thing happen.  I’ve already had ATT out for 2 days to figure it out.  They thought it was a malware on my computer.  I even hired a computer expert and we finally decided it would be best to wipe the computer and reinstall.  He did find a registry Trojan, but wasn’t sure that was the cause.  

While that seemed to do the trick, I downloaded HP Support Assistant a week or so later (and HP Orbit) and the same Thing happenned again.  I removed both programs, but the issue is still occurring. Looks like I’m going to have to do another reinstall.  I’ve already spent. About $300 bucks trying to fix this and hate to spend anymore.

If you found the issue, I’d love to know. Thank you!

[Titanium13]

I found out, generally, what the problem was.  There was another program that was downloaded along with the HP Support Assistant software and Orbit software.  I believe it was titled HP Support.  Once I uninstalled and rebooted my laptop, the wifi issue was fixed.  I need to do more research to try to figure out why this is happening with that program, but for now, I cannot keep those programs on my computer.  

Just in case folks are wondering, I have an HP Envy 15t-as100 and I am running the lastest version of Windows 10.  The original issue started about 3 weeks ago, after a support assistant window popped up saying that it was fixing a wifi issue.  I clicked ok.  Soon after, maybe 5-10 minutes, I couldn't get internet.  It said I had internet access, but I would get error issues just like described above.  It also shut down all of our other wifi devices, and one computer connected by ethernet.  I would reboot the router, and things would seem fine for 5 minutes or so, and then the problem would occur again.  Once my laptop was off, it was fine.  I also ran a number of internet/network diagonostic programs, including HP's, but they kept indicating it was the router.  I never connected the HP Support Assistant notification with the problem until I reinstalled the program on my laptop after I had it completely wiped.  If anyone might know what the software is doing and how to correct it, it would be nice to hear.  Thanks!

[Rhiannon1]

Hi I’ve just bought a new HP and having the same problem, I’ve looked for the HP support and can only find HP support assistant and HP support solutions framework, was it any of those?

[CF4]

Hi

Reading thru the posts, I am mystified and can only suggest...

Download and run MalwareBytes.

Post your IPCONFIG -ALL listing to be scrutinised.

C:\>ipconfig -all

Wireless LAN adapter WiFi:

   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Realtek RTL8723BE 802.11 bgn Wi-Fi Adapter
   Physical Address. . . . . . . . . : 48-48-48-48-48-27
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . :
   IPv4 Address. . . . . . . . . . . : 192.168.0.11(Preferred)
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Lease Obtained. . . . . . . . . . : 08 March 2018 16:03:05
   Lease Expires . . . . . . . . . . : 09 March 2018 16:03:10
   Default Gateway . . . . . . . . . : 192.168.0.1
   DHCP Server . . . . . . . . . . . : 192.168.0.1
   DHCPv6 IAID . . . . . . . . . . . :
   DHCPv6 Client DUID. . . . . . . .
   DNS Servers . . . . . . . . . . . : 8.8.8.8
                                       8.8.4.4

   NetBIOS over Tcpip. . . . . . . . : Enabled

[Titanium13]

I wish I remembered in more detail.  I just remember that I had to remove HP Support Assistant and HP Support.  I might have also removed HP Support Solutions Framework, because I don't see it on my list of programs right now.  I do show that I currently have HP Solution Center and HP Update.  

I never researched why the software was causing the issue.  All I can confirm is that once those programs were removed, I never had the wi-fi blocking problem again. 

I don't believe it was malware, because I paid a guy to search for those and ultimately wiped my hard drive.