Ralink RT5390R 802.11b/g/n 1x1

[bigman777]

My network adapter stops working while I'm on the internet

[MKazi]

@bigman777

Let me take a moment to thank you for posting on the HP Support Forums. 

MKazi is at your service. 

I understand that you have an HP Pavilion g6 series laptop and the network adapter stops working while you're on the internet. I'll be glad to assist you with this case:

To assist you with accurate information I would require more information regarding this: 

• What is the exact laptop model number? This link will help in finding the model number: https://hp.care/2fzXWAI
• Did any software changes or updates happen on your laptop post which this issue started?
• Do you receive any error message when the network adapter stops working?

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

• Open the device manager.

• In Windows, search for and open Device Manager.

• Select Device Manager in the menu.
   

  Figure : Device Manager

  
   
• Expand "Network adapters". In that you should see that wireless car drivers. Please observe if there is a yellow exclamation mark or a question mark next to it. 
• Now, you may right click on the wireless card drivers and select uninstall. 
• Close the device manager.

Now, you may download and run the HP Support Assistant tool. This tool will scan your laptop and install the required drivers:

• Click here to download the HP Support Assistant.
   

• After installing the HP Support Assistant, click My devices on the top of the HP Support Assistant window, and then click Updates in the window for your device.

  Figure : Updates in the My PC box

  

  The Updates window opens.

• If HP Support Assistant detects updates, a list of updates displays in the Updates available window.

  Figure : Updates window

  

• To check for recent updates, click Check for updates and messages.

  HP Support Assistant connects to the HP servers and performs the following actions:

  • Downloads messages and updates

  • Gathers configuration information

  • Analyzes your computer system

  • Prepares an action list

  If HP Support Assistant finds updates, they display in the Updates available window.

  Figure : Updates available window

  

  • To postpone or delete a current update, use the following steps.

    1. Next to the message you want to postpone, click Remind me.

    2. Select Tomorrow, One week, or One month, depending on when you want to be reminded.

  • To delete an update, click  next to the update.

  • To install the update now, click the Install now icon () next to the update.

  • To review completed and postponed actions, scroll down to the Action log section.

You may restart the laptop after the HP Support Assistant tool is successfully run. 

In case the problem persists then let us run a hardware test on the wireless card by following the below steps:

• Shutdown the laptop.

• Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

• On the main menu, click Component Tests.

Figure : Selecting Component Tests from the main menu

• The Component Tests menu displays. Your Component Tests menu might be different, depending on the components installed on your computer.

Figure : Sample list of Component Tests

• Wireless Module Test - The Wireless Module Test checks your system to make sure the wireless module was properly detected by the BIOS and is enabled for use.

  To run the test, click Wireless Module, and then click Run once. The Wireless Module Test takes 30 seconds to complete.

If the wireless card test fails then please contact our HP phone support team to explore the available service options for your laptop.

I genuinely hope the issue gets resolved without hassles and the unit works great. Let me know how it goes. I'm always here to assist you.

All the best! 🙂

[bigman777]

Sorry it has taken me so long to reply, but I kept having difficulty signing in.  My pasword/username wasn't working.  Here's the information that I hope you need: Product number A4G29AV#ABA.  I have tried updating the driver (device manager, then I select:  "Ralink RT5390R 802.11b/g/n 1x1 Wi-Fi Adapter" and then select "update driver."  The reply always comes back that my version is the most recent.  Finally, I've used the HP Support app.  After running it, no updates appear.  Jeff

[DavidSMP]

@bigman777,

I read your response. Thanks for the update. It is a pleasure to hear from you again. Your time is greatly appreciated. You've displayed great commitment, brilliant efforts and uncanny technical skills to try and resolve the issue Kudos to you for a job well done.:) As @MKazi is out for the day, I am responding on his behalf.

• When you ran the component tests on the wireless module what happened?
• DId you get any error messages?

The computer is an older computer and Windows 10 drivers are not available for this notebook on the HP support site as it may not have been tested with Windows 10 since it is an older model and not manufactured by HP anymore.Now Please try these steps:

Right-Click on start button> click device manager> expand Network adapters>then select the network drivers that are listed and right-click on it and uninstall the drivers.

• Then restart the computer and the wireless driver will get installed on its own

After doing this, perform these steps:

1) Push the Windows Key and the letter “R” at the same time.

2) In The Run command box type “services.msc” and hit enter or click on OK.

3) In this window, click the Name column header (where it says “Name”) to sort by the service name.

4) Scroll down to find WLAN AutoConfig service. Stop the service first. Then restart it and make sure that it runs automatically.

5) Make sure that dependency services are also stopped and restarted.

This should do the trick for you.

If this does not fix the issue, then perform these steps:

A second option is to try these steps:
Power cycle 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.

Now check if the issue gets fixed. If the problem continues, then perform all the prescribed steps from this link: https://hp.care/2ikk02C (HP PCs - Troubleshooting Wireless Network and Internet (Windows 10)

If there are no hardware issues with the wireless card this should fix the issue. If it still continues, then perform a push button reset of Windows 10 from this link: https://hp.care/2toQrBj

after backing up your important data. Now check for issue resolution. If the issue continues, then the wireless card here is the culprit and needs to be replaced. I am being honest about it by keeping your best interest in mind without beating around the bush.

A great workaround would be is to buy a USB wireless adapter from Best Buy or Staples or from Amazon or e-bay and plug it to one of the USB ports of the computer. Then connect it to the router to go online. It is very economical and cost-effective and can be ordered for a song.  

Please perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.

Let me know how it goes and you have a great day! I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed year ahead. Stay healthy and smile big. 🙂