WiFi disconnect unexpectedly

[tquendi]

Hello:

Sorry English is not my mother language,

but I was really frustrated about WI-FI connection of my new laptop.

It unexpectedly frequently disconnect from WI-FI AP as watching movie (stream) or online game.  

Disconnecting occured sometimes frequently (10 to 15 mins) and somethimes seldomly (several hours perhaps?).

The WIFI symbol on toolbar will turn black(gray) indicating there is no WIFI signal even AP nearby.

At the same time, other device (PC) or mobile phone connecting to the same WIFI AP normally work.

At the beginning, I suspected it's the problem about power saving.

However, problem remains after unclick power saving of Realtek Adapter (as below).

Then I tried several solution during this month including HP support assistant update and windows update.

I even consulted HP customer service but it isn't solved.

Finally I had to visit HP forum here for help, then I found there is someone with bad luck like me.

https://h30434.www3.hp.com/t5/Notebook-Wireless-and-Networking/WiFi-disconnecting-frequently/td-p/64...

I had already tried solution in in that post and just like hime still have this issue.

Any advice? It's really .....frustrated you have to connecting a laptop through a LAN/wire.

My device and OS information were as follows:

HP Laptop Model 14s-cf0002TX

ProdID 4DP68PA#AB0

RMN: TPN-I130

CPU: Intel(R) i5-8250U

Contains Realtek Radio Model: RTL8821CE

BIOS: Insyde F.22, 2018/9/27

SMBIOS Version: 3.0

Windows 10 64bits x64 Home Edition

Windows Update Version: 1803

OS Build 17134.407

Thanks.

tquendi

2018/12/8 22:25 UTC+8

[Echo_Lake]

@tquendi

Thank you for posting on HP Forums,

Echo_Lake is at your service.

I understand you are in need of support,

And to help you out, I'm sending out a Private message to assist you with the next course of action.

Please check your Private message icon on the upper right corner of your HP Forums profile

Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

[tquendi]

Hello Echo

First, thanks for your mail.

After contacting HP customer service per your message, he suggest me to return laptop to hp for checking/repairing.

By the way, I notice the frequendcy of disconnecting were very close to 12mins after experiment.

Furthermore I found it may be resulted from sleeping of bluetooth mouse (microsoft designer mouse).

When bluetooth mouse sleep (probably every 10mins) or be manuelly turned off, it will bring malfunction of wifi on laptop in.

I have to re-connect wifi AP or restart laptop to recover network.

I wonder if this problem was resulted from mouse or bluetooth device, it seems quite confusing.

[Echo_Lake]

@tquendi

Thank you for posting back. 

As you've mentioned about Bluetooth mouse, I would request you to check the wireless connection, without connecting the Bluetooth mouse. 

Keep me posted for further assistance.

[tquendi]

Hello Echo_Lake:

Test 1 - Microsoft Desinger Bluetooth Mouse

1. Without bluetooth mouse, after idle 15mins : wifi connnection is fine.

2. Turn on bluetooth mouse: wifi connection is fine.

3. Manually turn off bluetooth mouse: wifi connection will stop in just seconds.

Test 2 - 2.4GHz wireless mouse

A 2.4GHz wireless mouse was tested as comparison, no obvious abnormality found after idle 15mins.

However, I was not able to confirm specific sleep time of this mouse. Result was probably fine,

Test 3 - Bluetooth Headset(earphone)

1. Turn on bluetooth headset: wifi connection is fine.

2. Manually turn off bluetooth headset: network (youtube) responded a white circle symbol (as follow) indicating some connection problem; however youtube stream recovered in few seconds.

I shared my discovery to another owner who bought  Pavilion Gaming 15-cx0095TX in the same time. He also reported similar problem that wifi connection was unstable while turning on bluetooth headset.

I don't know why, butI thought wifi connection was somehow interfered by power on/off from bluetooth device. 

I had returned this laptop to hp repair center last night. Hope a good results.

tquendi

2018/12/11 16:11 UTC+8

[Echo_Lake]

@tquendi

Thank you for posting back. 

I understand the difficulty with the problem. Not to worry!
HP will diagnoses your computer completely and will fix the issue.
Once you get the computer back from the repair and If you find any difficulties. Please feel free to contact us here anytime you need any further assistance.

Have a great day!