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RouseA
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WiFi randomly drops out

HP Recommended
HP Envy X360
Microsoft Windows 10 (64-bit)

My laptop is 12 months old and has all the current updates, and HP Support Assistance doesn't find any faults.  However, if I leave it on running every so often it loses connection to the internet.   This may happen after typically half an hour.  When the connection is lost Network and Internet Connections shows no available networks.  If I click on Network Troubleshooter and select WiFi it takes about a minute to complete tests, following which it says it has fixed it, then my internet connection is restored.

In some cases there is no indication that the connection has been lost until I try to access something new on the internet.  However, if I leave it on Google Meet then the video freezes and sound stops.  This can happen when I'm not even touching the laptop.

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praveenbv
HP Support Agent
HP Support Agent
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Message 2 of 4
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Hi@RouseA, Welcome to the HP Support Community!

 

As I understand the WiFi keeps disconnecting,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Did you reinstall the network drivers? or update it from the HP website using a wired internet connection?


While you respond to that, I recommend the below steps:

 

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". 

 

If the issue persists, continue with the below steps: 

  • If your computer has a wireless key or button on or near the keyboard and the wireless activity light is off or amber in color, then press the key or button to enable your wireless adapter. This key might be the F10 key, F12 key, or labeled with a symbol of an airplane. 

  • If wireless activity comes on or the activity light turns blue, you have enabled wireless on your system. Try connecting to the Internet again. If problems persist, continue using these steps. 

  • If your computer does not have a wireless key or the wireless activity lights remain off or orange then continues using these steps. 

  • Click Start, type troubleshooting into the Search field. 

  • Select troubleshooting from the search results. 

  • Click Network and Internet. 

  • Click Internet Connections 

For more details consider using the HP Guided Troubleshooter: 

Click here to access it (simply select your description of the issue from the bottom of the screen to gain access to the next set of steps that should resolve your concern).

             

 

Hope this helps! Keep me posted. 

 

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

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RouseA
Author
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Thanks for your response.

 

I had previously found the suggestion of unchecking Allow the computer to turn off this device to save power.  However, I was unable to find the Wi-Fi driver in Device Manager.  I tried again and there were multiple devices under Network Adaptors, but none that applied to WiFi, and none had Power Management tabs.  However, I have just tried again, and I found that if I select Show Hidden Devices under Device Manager>>View then two additional drivers Microsoft Wi-Fi drivers are shown.  I have tried modifying these and will let you know if this fixes the problem.

 

In response to the other suggestions in your message, the HP Envy X360 doesn't have any Wi-Fi indicators or enable/disable keys.  As stated in my original post I already use the troubleshooter to fix the problem, but I want to stop it happening in the first place.

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praveenbv
HP Support Agent
HP Support Agent
6,900 6,898 299 365
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@RouseA 

 

We have done the basic troubleshooting as per the document and the notebook needs to checked taking remote access so that get to know it's a hardware or software issue.

 

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

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