12-14-2016 12:21 PM
Ever since I've had my laptop (6 months) I've had this persistent problem with wifi connectivity. I rarely use my laptop but more recently have come into need of it, so it is getting increasingly frustrating. What happens is, every two minutes the wifi drops. I have to drop into network settings and disable the dual processor I think it is (AC 165)?? Anyway, I was hoping I can be given some guidance as I am on the verge of returning and getting money back for a faulty product. Seems this is a common problem and not sure if I ever trust myself to go with HP again.
12-15-2016 08:03 AM - edited 12-15-2016 08:07 AM
Good day. May the forums welcome you! 🙂 Hope you are doing well. 🙂 I understand clearly that you need assistance with frequent wifi disconnects. I will be delighted to assist you here. 🙂
Great diagnosis and troubleshooting. 🙂 Fabulous assessment of the situation before posting your query. Kudos to you on that score. 🙂 You are a valued HP customer and I take it as a special privilege to share this platform with you. 🙂 It is paramount to assist you:)
First off, we need to isolate the issue to being hardware or software related.
- When did this happen first?
- Did it happen after a windows or software update?
If the customer is experiencing issues connectivity issues we recommend restarting the computer first:
- Go to the “Start” menu
- Clicking the Power button
- Choose Restart (NOT Shutdown)
After restart check for internet connectivity. If it is functional, to fully resolve the issue, please run Windows Updates to make sure that it has the latest version.
- If this does not work then visit these links for further assistance.
Please perform a bios defaults first: http://support.hp.com/in-en/document/c00364979
Please perform the step “Reset the boot order to the default settings”
Link 1 “Troubleshooting Wireless Network and Internet (Windows 10)”: http://support.hp.com/us-en/product/HP-ENVY-15-Notebook-PC-series/8499284/model/8942971/document/c04...
Link 2: http://h30434.www3.hp.com/t5/Notebook-Wireless-and-Networking/Common-fixes-for-wireless-connectivity... (Common fixes for wireless connectivity issues)
Link 3: http://hp.dezide.com/ts/start-nr.jsp?guide=wirelessconnection.net§ion=social (Troubleshooting Wireless Network and Internet)
Link: https://support.microsoft.com/en-us/help/10741/windows-10-fix-network-connection-issues (Fix network connection issues in Windows 10)
Please use a hard wired Ethernet cable and update the bios, chipset and network drivers from this link: http://hp.com/drivers and follow the on-screen instructions.
Finally, please backup your data and perform a complete system recovery to factory settings if nothing works as it needs to be isolated to being hardware or software related. If it persists after recovery, then the issue is hardware related and needs to be fixed by contacting HP phone support. Link for recovery: http://support.hp.com/in-en/document/c04758961#AbT7 (follow the option “Recovery when Windows 10 does not start correctly”)
Link for phone support: http://hp.com/contacthp If the unit is under warranty the manufacturer’s warranty should cover repair services for you.
As a workaround, you could connect a USB wifi dongle to one of the USB ports and use the computer if the wifi card has to be replaced and it is a lot more cost effective.
Please visit these links one at a time to troubleshoot and if any link helps you resolve the issue, you could ignore the rest.
Hope this helps. Let me know how this goes. 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 now and have a splendid week ahead. 🙂
Happy holidays to you and your family:) Take care.:)
I am an HP Employee