New Laptop Monopolizes WiFi

[denny321]

I recently bought a new laptop (HP, Windows 10). This PC appears to mess up my WiFi router so that my cell phone and my old laptop (Dell, Windows 10) can’t connect. If they’re already connected when I turn on the new PC, the connections are broken – not always instantly, but within a couple hours – and can’t be re-established unless I cycle power on the router. I have not been able to figure out what triggers it. Sometimes my other devices are able to reconnect after I power down the new PC, other times they won’t reconnect until I cycle power on the router.

This is not a bandwidth issue. It happens even when the new PC is essentially idle, with no resource-hungry processes running in the background.  It is NOT running a WIndows Update; the new PC accesses the WIFi and internet at a "normal" speed.

The router (Belkin) is a few years old. It would be easy to say it’s worn out or obsolete but it works perfectly when the new PC is not connected – and the WiFi connection to the new PC works perfectly all the time – so I have no reason to believe replacing the router will solve the problem.

Ideas?

[The_Fossette]

@denny321

Welcome to the HP Support Community!

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

1. Press windows key and X key at the same time. Then click at Command Prompt.
2. Type ipconfig /release at the Command Prompt window, press Enter, it will release the current IP configuration.
3. Type ipconfig /renew at the Command Prompt window, wait for a while, the DHCP server will assign a new IP address for your computer.

If you continue facing the issue, then follow the below steps.

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!

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

Cheers!

[denny321]

Hey guys I managed to solve the problem on my own. I decided to post the solution here, as well as the thought process that led to it, in case someone else experiences a similar issue.

Clearly the problem was in the WiFi router, because I could correct it (temporarily) by cycling power on the router. But it was also obvious that the new PC was the cause of the problem, because the problem appeared when I added the new PC to my WiFi network. The WiFi connection to the new PC worked perfectly, but the connections to my other devices were broken. Apparently the new PC was doing something to the router that screwed up the connections to the other devices.

I opened the Services app to see what processes the new PC was running that might potentially be causing the problem. Since my old PC also ran Windows 10 with no trouble, I focused on the processes that were unique to the new PC. I discovered one called HPSupportSolutionsFrameworkService. The description says, “This service allows for the detection of HP products and enables identification of support solutions for detected products.” This was a prime suspect, since it examines other devices on the WiFi network.   Since I have no other HP devices on my network I certainly don’t need to be running this process.

I disabled HPSupportSolutionsFrameworkService and the problem went away. I have not had a recurrence in more than 48 hours, whereas previously it would occur within a couple hours when the new PC was connected to the network.

I don’t know if this problem is specific to my WiFi router (as I said, it’s a few years old) or if it may be an issue with other routers as well.   And the fix may not be a permanent one, because “disabling” the service appears to be temporary – it eventually reverts to “automatic” and starts running again. I’m currently looking for a way to disable the service for good.

[Echo_Lake]

@denny321

Thank you for posting back. 

I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.
 

Let's try this link: https://support.hp.com/in-en/document/c03601631 to troubleshoot HP Support Assistant (Windows 10, 8, 7)

And also let's update the latest system software and driver using Windows Update and HP Support Assistant:

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Next run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c0004262

Hope this helps!  Have a nice day ahead.

[denny321]

Thanks, I followed the instructions in the link you provided to disable the HP Support Assistant from starting automatically.  I'll wait a couple days to make sure it has taken effect (over the past few days the service has spontaneously been updated from Disabled to Automatic every 48 hours or so).

[Riddle_Decipher]

@denny321 Alright, please take your time and get back to us, anytime.

Good luck.

[denny321 · Accepted solution]

Well, updating the Support Assistant to Disabled wasn't any more permanent using the Task Scheduler Library than it was using the Services app; its status was spontaneously updated to Automatic the next day, and it started running again.  So, I simply uninstalled it.

I consider this issue to be closed.

[Riddle_Decipher]

@denny321 That's awesome, I'm glad it worked,

Take care and have a good day.