My laptop can't see our wifi but can see our neighbors' wifi

[Bhadge14]

Hi,<br><br>I just bought my laptop 2 wks ago but unfortunately i can't use it as it can't see our home wifi but can see our neighbors wifi. Its really very frustrating. Please help to resolve this.<br>My hp model is 15-d006TX, s/n #[Edited for Personal Information].

[Futoji]

Hello Bhadge14, welcome to the HP Forums.

I see that you can't use the notebook, as it's not able to connect to the wifi. I will try to assist you with this.

Based on the provided information, the notebook can see another network. I recommend starting with reseting your home network. To do this unplug the power from the wireless router and modem (if you have both) for 1-2 minutes. Afterwards try connecting again.

To follow up with that, this document may help you: Troubleshooting Wireless Network and Internet (Windows 8).

I hope this is able to help you.
Thank you for posting on the HP Forums.

[Bhadge14]

Hi Futoji,

Thanks for ur reply. But unfortunately, this doesn't solve my problem. I tried for many days to see whether i can connect but it didn't. So i have to use my celphone's hotspot so i can do my work. I'm wondering why only my laptop is having problem connecting to internet where the rest of my kid's laptop, computer and tablets are able to connect. There is something wrong with this laptop. Please advise what is the next thing to do as honestly i'm really annoyed. Can i return my laptop to the store that i bought this and get a new one?

[Futoji · Accepted solution]

Hi,

Did you at any time power cycle the network (router and modem)? Have you also contacted your Internet service provider (ISP)?

The reason I'm asking this again is the fact that wireless is working on your notebook: You've stated this twice. It can see the neighbour's network (if your friendly with them, see if they'll allow you to connect for testing). You are able to connect to your cell's hotspot. I would even guess that it would work fine with a public network (like McDonalds).

What does all that mean? Two things really: 1) the wireless works and 2) there is a conflict between the wireless adapter in the notebook and the router.

Here's some more explanation:

Every wireless device (phone, notebooks, tablets) is unique (just like people). They have their own "ID", and in some occasions (just like people) conflict with other devices. Even in electronics not everything gets along correctly.

Could this issue be resolved?
Certainly, though it may take a bit of time and some troubleshooting to find exactly where the conflict between the two are.

Back to troubleshooting:

On the notebook side of things, start with updating the driver. This can be down from the following link: HP 15-d006tx Notebook PC Drivers. Use the "Scan Now" option (red button). This should be the easiset way to update the driver. You do have the option of selecting the operating system, then getting the driver directly, but you'll need to know the manufacture of the wireless adapter. This can be found by going into Device Manager, under network adapter you'll see the wireless driver which should have the manufacture's name included (Intel, Ralink, Qualcomm, etc.). Make sure to restart the computer after updating.

If that alone didn't help, try this:
Go into Device Manager > Network adapter > right click on the wireless driver > choose uninstall > restart. Test again.

At this point, if you still cannot "see" the home network, but you can see others and connect like you were previously, the next step would be moving to look at the network.

For the network:

Make sure you have power cycled router/modem. After that, the recommended option is to contact the service provider or router manufacture. They should be able to run diagnostics and do firmware updates. You may even have to reset the router, then setup the network again. It could also be something simple like MAC (security) is enabled, or it's not broadcasting the network (meaning new devices that haven't connected to it previously can't see it).

To answer your last question, you may or may not be able to return it, based on the store's policies.

Moderation Note:

Here is a link that might help you out - Wireless Network Issues 

 

Thanks a bunch!

[EvinDang]

I have exactly same problem with my HP Pavilion 23 but my HP has been connected to our networks for year now and only stop detecting it recently. I have tried to restart the computer, unplugged and restart the modem, uninstall/restart the wireless driver but it is still not working. Do you have any advice?

[Ceda55]

i also have this problem on my year old laptop but we had a new one yesterday direct from HP and that has the same issue. EE refuse to help as the service is working and other items like our tablets and phones can connect its just our 3 HP products

[CF4]

Hi

Let us consider the possibilty that there are 2 frequencies for WiFi in general use, 2.4 and 5.0.  I only use 2.4 and cannot see any 5.0 because my adapter is only 2.4.

So there is one possible cause for problems, and another is swamping in that to many WiFi's transmit on he same channel and the weaker just get swamped.  IE your neighbour has a bigger stronger signal and masks yours household signal.

Problems from Windows 10 updates, malware etc.

CLI, Command Line Interface, DOS box or Command Prompt as administrator.
Type these..

getmac just to list the 3 devices, Ethernet, BlueTooth and WiFi
       (with no ethernet cable in use)


ping 127.0.0.1   NO cable connected, and the result should be similar to this....

Ping statistics for 127.0.0.1:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum = 0ms, Average = 0ms


The ones above how there is a card in place and it does the basic test.  
If so...


ipconfig -all        and look at the part below and copy and paste in please.


Wireless LAN adapter WiFi:
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Realtek RTL8723BE 802.11 bgn Wi-Fi Adapter
   Physical Address. . . . . . . . . : 48-46-44-54-56-58
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : fefe::5c5c:fefe::5c5c::aaaa%17(Preferred)
   IPv4 Address. . . . . . . . . . . : 192.168.0.3(Preferred)
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Lease Obtained. . . . . . . . . . : 10 September 2017 10:11:13
   Lease Expires . . . . . . . . . . : 17 September 2017 10:11:19
   Default Gateway . . . . . . . . . : 192.168.0.1
   DHCP Server . . . . . . . . . . . : 192.168.0.1
   DHCPv6 IAID . . . . . . . . . . . : 123456789
   DHCPv6 Client DUID. . . . . . . . : 00-00-00-00-00-00-00-00-00-00-00-00-00-00
   DNS Servers . . . . . . . . . . . : 8.8.8.8
                                       8.8.4.4
   NetBIOS over Tcpip. . . . . . . . : Enabled


and from this point it should be possible to get an outside connection.  
The next part is very personal and you should note down the important parts 
BUT DONT PASTE them here.

DO NOT GIVE YOUR KEY AWAY, JUST WRITE IT DOWN. DO NOT POST IT IN ANY FORUM.

C:\WINDOWS\system32>netsh wlan show profiles

Profiles on interface WiFi:
Group policy profiles (read only)
---------------------------------
    <None>
User profiles
-------------
    All User Profile     : WiFi2theWorld
    All User Profile     : ThePubnextDoor
    All User Profile     : StreetSmart
    All User Profile     : MyOwnHouse

Next you note the name of your home WiFi

netsh wlan show profile name=MyOwnHouse  key=clear

Connectivity settings
---------------------
    Number of SSIDs        : 1
    SSID name              : "MyOwnHouse"
    Network type           : Infrastructure
    Radio type             : [ Any Radio Type ]
    Vendor extension          : Not present

Security settings
-----------------
    Authentication         : WPA2-Personal
    Cipher                 : CCMP
    Authentication         : WPA2-Personal
    Cipher                 : Unknown
    Security key           : Present
    Key Content            : DontBeN0sy

Now we now my WiFi works and how to connect it;~))  
If you can get written down or printed out the above info then a solution is in sight.  

DO NOT GIVE YOUR KEY AWAY, JUST WRITE IT DOWN. DO NOT POST IT IN ANY FORUM.

    Key Content            : DontBeN0sy

Now we now my WiFi works and how to connect it.  
If you can get written down or printed out the above info 
then a solution is in sight.

[Ceda55]

Many thanks for taking time to respond... 2 of the computers have previously accessed 5 htz and the neWest will Def support 5... tried the "too many people on with no resolve... don't know about the newest addition but the year old laptop worked up until an updare 20th August but it won't let me restore to that point.... all work via ethernet and as the wifi works on all other items and the computers see other peoples it's baffling me... tried changing channels even tried turning security off its as if our wifi is hidden

[JB4CA]

Unfortunately, or maybe fortunately, there are three users attaching their issues to this post.  The last two fit the symptoms of the recent software related issues affecting wireless connectivity on HP laptops.  For that, I suggest the following steps.

Connectivity issues for wireless and or Bluetooth on HP laptops has increased recently. Here are some useful steps that may restore the Windows 10 control panel features to work properly and restore connectivity

Recommend you do a right-click on the network icon and select network troubleshooter and follow the on-screen instructions.
If the issue persists, install the wireless driver from this link. link
https://support.hp.com/us-en/product/hp-15-ac000-notebook-pc-series/7771404/model/8819258/document/c...

For other troubleshooting steps, please try this interactive guided troubleshooter . https://support.hp.com/us-en/product/hp-15-ac000-notebook-pc-series/7771404/model/8819258/document/c...

Go to Device manager > select the WIFI drivers under network adapter> Right click go to properties  > Under properties go to Power Management Tab> Uncheck  "Allow the computer to turn off this device to save power".

[Ceda55]

You were right.... the brand new laptop doesn't support 5 htz but unfortunatEly our router seems to be broken in that it doesn't show the 2.4 htz connection hence can't access.... the older laptop can apparently have the older windows update installed if the new router we await doesn't solve the problem