Random Wi-Fi Disconnects Now Permanent

[Ennyoueffsea]

Hi all,

Hopefully someone can help with some advice.

Since last week the Wi-Fi connection has randomly dropped and would come back after a few minutes. However it has dropped off and will not reconnect.

If I go to connect to the router it tries then states 'unable to connect to this network' with no reason given. If I try again it will sometimes give the option to connect using the network password but then states it is incorrect, when I know for sure it is.

Funnily, we have an extender and the laptop connects there (which uses the same password).

I have tried resetting the router, resetting the network adaptors and forgetting the router and trying afresh but still no joy.

Any help would be really appreciated.

Thanks, Terry

[Raj2111]

Hi @Ennyoueffsea 

Welcome to the HP support community.

It sounds like you're experiencing an intermittent Wi-Fi issue with your HP 17.3-inch Laptop (17-c0000) running Windows 11. The fact that your laptop connects to the Wi-Fi extender but not directly to the router is a bit odd, and it suggests the issue could be with the laptop’s connection settings or the router’s main network.

Here are some steps you can take to troubleshoot and hopefully resolve this issue:

1. Check for Interference or Router Issues

• Router Channel: Sometimes, Wi-Fi channel interference (especially in crowded areas with many routers) can cause connection issues. If possible, log in to your router settings and try switching the Wi-Fi channel to a less congested one (channels 1, 6, or 11 are commonly used in 2.4 GHz networks).
• Router Firmware Update: Make sure your router firmware is up to date. Some routers may have bugs that cause issues with certain devices. Check your router manufacturer's website for any available updates and instructions on how to apply them.
• Router Settings: If your router is set to operate on both 2.4 GHz and 5 GHz bands, try turning off the 5 GHz band temporarily to see if it resolves the issue. Alternatively, you can try connecting to the 5 GHz network if your router supports it.
• Signal Strength: Make sure your laptop is within a reasonable range of the router, especially if you’re trying to connect to the main network and not the extender.

2. Network Adapter Troubleshooting

There might be a problem with your laptop’s Wi-Fi adapter settings, especially if you’ve tried resetting your network settings without success. Here's what you can do:

a) Update Network Drivers

• Go to Device Manager: Right-click the Start button > select Device Manager.
• Expand the Network adapters section and right-click on your Wi-Fi adapter (e.g., Intel Wireless, Realtek, or other).
• Select Update driver > Choose Search automatically for updated driver software.
• If an update is found, install it and restart your laptop.

b) Reset the Network Adapter

• Open Settings (press Windows + I).
• Go to Network & Internet > Status > Network reset.
• Click Reset now, then restart your computer. This will reinstall your network adapters, which could help resolve any connection issues.

3. Forget and Reconnect to the Wi-Fi Network

It sounds like you’ve already tried this, but let’s make sure you’re doing it correctly:

• Go to Settings > Network & Internet > Wi-Fi > Manage known networks.
• Find your router’s name (SSID) in the list, click on it, and select Forget.
• Then, go back to Wi-Fi and try reconnecting to your router, entering the correct password again.

4. Check for Windows Updates

Ensure that your Windows 11 installation is up to date, as there might be fixes for Wi-Fi issues in the latest updates:

• Open Settings (press Windows + I).
• Go to Windows Update > Check for updates.
• Install any updates and restart your laptop.

5. Use Command Prompt to Reset Network Settings

You can try resetting your network settings using the Command Prompt. This might help if there’s a deeper issue with your network configuration:

• Open Command Prompt as Administrator:
  • Press Windows + X, then choose Windows Terminal (Admin) or Command Prompt (Admin).
• Run the following commands (one at a time):
• netsh winsock reset
• netsh int ip reset
• ipconfig /release
• ipconfig /renew 
• ipconfig /flushdns
• After running each command, restart your computer and see if the connection issue is resolved.

6. Try a Static IP Address (as a test)

7. Test with Another Device

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[Raj2111]

Hi @Ennyoueffsea 

Welcome to the HP support community.

Please try the steps from my previous post.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[Ennyoueffsea]

Hi Raj

Thanks so much for your reply.

I thought I had solved it a couple of days ago after watching an HP video which suggested using Troubleshoot Settings from the search window. After doing so, the connection to the router was established again and was fine for the rest of the day. Alas the connection was gone again by yesterday and trying the same process has not worked since.

The odd thing is that I have used this laptop for over a year without any issues  connecting to the router but this problem has only started within the last week.

The extender has been in place for the last 4 years and I connected the laptop to it only the once during the summer when out in the garden.

I will work my way through your suggestions Raj and see what happens.

Really do appreciate your help.

Regards

Terry

[Ennyoueffsea]

Hi Raj

Sorry for the delay in getting back to you.

I've followed your instructions provided to use the Command Prompt to Reset Network Settings though I did make an error in that I did all of the entries and then restarted, but when I read it back I should have restarted after each entry.

After the restart I was able to connect to the router but not the extender but after unplugging and plugging back in the extender was then connecting.

Over the past couple of hours I've been disconnecting and reconnecting several times on both the router and the extender and the laptop has connected every time, so it looks like the commands have done the trick.

I will keep an eye on things for a couple of days and will keep you updated.

Thanks again Raj

Terry

[Ennyoueffsea]

Hi Raj

After relative success yesterday there have been further issues getting connected to the router. Laptop is connecting to extender ok.

Regards

Terry

[Raj2111]

Hi @Ennyoueffsea 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

It seems like your laptop is able to connect to the Wi-Fi extender but is having trouble connecting directly to the router. Here are some troubleshooting steps you can follow to try and resolve the issue:

1. Check Router Settings:

• Reboot the router: Sometimes, simply restarting the router can resolve connectivity issues. Unplug the router, wait for 30 seconds, and then plug it back in.
• Check for firmware updates: Make sure your router is running the latest firmware. This can help with stability and compatibility.
• Check router’s Wi-Fi settings: Make sure your router is set to the correct Wi-Fi band (2.4 GHz or 5 GHz). If your laptop only supports 2.4 GHz, make sure the router’s 5 GHz band is disabled or use a 2.4 GHz connection.
• Router DHCP settings: Check if the router’s DHCP (Dynamic Host Configuration Protocol) is enabled, which allows devices like your laptop to automatically obtain an IP address.

2. Forget and Reconnect to the Wi-Fi Network:

• Forget the network: Go to your laptop’s Wi-Fi settings, find the network you're trying to connect to, and select Forget. Then, try reconnecting to it by entering the Wi-Fi password again.
• Reconnect to the router directly: If possible, try connecting your laptop directly to the router (without the extender) to see if the issue persists.

3. Check the Extender Settings:

• Test extender setup: If the laptop is connecting to the Wi-Fi extender without issue, the extender might be set up correctly, but make sure it is in the correct location and is properly broadcasting the Wi-Fi signal.
• Check signal strength: Sometimes the signal from the extender might not be as strong as expected. Try moving the laptop closer to the router to test the connection strength.

4. Check Network Adapter on Laptop:

• Restart your laptop: Restarting the laptop may resolve temporary issues with the network adapter.
• Update network drivers: Go to Device Manager > Network adapters > Right-click your wireless network adapter > Update driver. You can also visit the laptop manufacturer's website to download the latest network drivers.
• Run the Windows Network Troubleshooter: Go to Settings > Update & Security > Troubleshoot > Internet Connections and run the troubleshooter to find and fix issues.

5. Check for IP Address Conflicts:

• Check if the laptop gets an IP address: Sometimes, if there is a conflict with the router assigning IP addresses, the laptop may fail to connect. You can open Command Prompt and type:This will release and renew your IP address from the router.

6. Router’s Security Settings:

• Check encryption settings: Make sure your router’s Wi-Fi security is set to WPA2 or WPA3. Older encryption methods (like WEP) may not be compatible with modern devices.
• MAC address filtering: If enabled, this feature may block certain devices from connecting. Check your router settings to ensure your laptop's MAC address isn’t blocked.

7. Try a Static IP (as a test):

• Set a static IP address: You can try setting a static IP address on your laptop to ensure that it doesn't have trouble obtaining one dynamically from the router. This is just for testing and should be done in a way that doesn't conflict with other devices on the network.

8. Check for Interference:

• Interference from other devices: Ensure there are no electronic devices near the router that could be causing interference (such as microwaves or cordless phones).

Code : ipconfig /release ipconfig /renew

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support
 

[Ennyoueffsea]

Hi Raj

Sorry again for the delay in getting back to you.

The laptop has connected a couple of times over the past week but dropped off on the first occasion after 30 minutes and  after two hours on the second. On both occasions I have been unable to reconnect. Laptop not connecting at all now.

From your previous post there were some of the steps where I am not sure how to do them.

I have copied & pasted your instructions below and have added comments after each one as to what I am finding. Hope this helps.

I really do appreciate your help Raj, and sorry again for the delay in getting back to you.

Regards

Terry

Hi @Ennyoueffsea 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

It seems like your laptop is able to connect to the Wi-Fi extender but is having trouble connecting directly to the router. Here are some troubleshooting steps you can follow to try and resolve the issue:

1. Check Router Settings:

• Reboot the router: Sometimes, simply restarting the router can resolve connectivity issues. Unplug the router, wait for 30 seconds, and then plug it back in.
• Check for firmware updates: Make sure your router is running the latest firmware. This can help with stability and compatibility.
• Check router’s Wi-Fi settings: Make sure your router is set to the correct Wi-Fi band (2.4 GHz or 5 GHz). If your laptop only supports 2.4 GHz, make sure the router’s 5 GHz band is disabled or use a 2.4 GHz connection.
• Router DHCP settings: Check if the router’s DHCP (Dynamic Host Configuration Protocol) is enabled, which allows devices like your laptop to automatically obtain an IP address.

I have carried points 1 & 2 of these checks. With point 3, how do I  check the router is set to the correct Wi-Fi band? The only reference I can find regarding 2.4 GHz is related to the processor. e.g. Microprocessor 11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz

I have done ipconfig /all and confirms that the DHCP is enabled.

2. Forget and Reconnect to the Wi-Fi Network:

• Forget the network: Go to your laptop’s Wi-Fi settings, find the network you're trying to connect to, and select Forget. Then, try reconnecting to it by entering the Wi-Fi password again.
• Reconnect to the router directly: If possible, try connecting your laptop directly to the router (without the extender) to see if the issue persists.

I have tried forget the network both for the router and the extender and then tried to connect to the router only but still have the same issues.

With the 2nd point I have been able to connect to the extender all along but not to the router directly. I am still unable to connect to the router and I'm typing this while connected through the personal hotspot on my mobile phone.

For the past week I have left the extender unplugged so as to hopefully simplify things a bit.

For the past week I have left the extender unplugged

3. Check the Extender Settings:

• Test extender setup: If the laptop is connecting to the Wi-Fi extender without issue, the extender might be set up correctly, but make sure it is in the correct location and is properly broadcasting the Wi-Fi signal.
• Check signal strength: Sometimes the signal from the extender might not be as strong as expected. Try moving the laptop closer to the router to test the connection strength.

As the laptop had been connecting to the extender I had assumed that the location was correct. As mentioned above though I have turned the extender off so as to remove it from the list of connections to remove distractions.

4. Check Network Adapter on Laptop:

• Restart your laptop: Restarting the laptop may resolve temporary issues with the network adapter.
• Update network drivers: Go to Device Manager > Network adapters > Right-click your wireless network adapter > Update driver. You can also visit the laptop manufacturer's website to download the latest network drivers.
• Run the Windows Network Troubleshooter: Go to Settings > Update & Security > Troubleshoot > Internet Connections and run the troubleshooter to find and fix issues.

I have carried out these points and when running the troubleshooter it states unable to connect to router. I have then followed the advised actions but this still doesn't resolve things.

5. Check for IP Address Conflicts:

• Check if the laptop gets an IP address: Sometimes, if there is a conflict with the router assigning IP addresses, the laptop may fail to connect. You can open Command Prompt and type:This will release and renew your IP address from the router.

I have been unable to carry out this action as it looks like the text to type into the command prompt is missing.

6. Router’s Security Settings:

• Check encryption settings: Make sure your router’s Wi-Fi security is set to WPA2 or WPA3. Older encryption methods (like WEP) may not be compatible with modern devices.
• MAC address filtering: If enabled, this feature may block certain devices from connecting. Check your router settings to ensure your laptop's MAC address isn’t blocked.

Checked encryption setting and is set to WPA2.

Where would i find the setting for MAC address filtering? As this is something I have never come across.

7. Try a Static IP (as a test):

• Set a static IP address: You can try setting a static IP address on your laptop to ensure that it doesn't have trouble obtaining one dynamically from the router. This is just for testing and should be done in a way that doesn't conflict with other devices on the network.

Don't know how to do this.

8. Check for Interference:

• Interference from other devices: Ensure there are no electronic devices near the router that could be causing interference (such as microwaves or cordless phones).

This whole issue has only arisen over the past 2/3 weeks nothing has changed regarding devices near the router so unsure what can be checked regarding this point.

Code : ipconfig /release ipconfig /renew

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

Raj2111
I am an HP Employee