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diddley01
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wifi has dropped off twice in a month

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Microsoft Windows 10 (64-bit)

Hi my laptop is new from the box three weeks old. Since using it daily for the past three weeks everything has operated normally apart from the machine staying connected to home network. Twice it has dropped off. On each occasion I have confirmed with other household members and my phone which is by the side of me that the network is up, checking Speedtest.net etc. Using the laptops inbuilt Networking troubleshooter it runs through, completes test and tells me the wireless results are all fine but that a ethernet cable has been unplugged or not plugged in correctly. I have never used/plugged in an ethernet cable to this device. Further the icon lower right on dashboard tells me that no networks are available. I check and double check Airplane mode is off, I toggle Wifi off back to on. All the while I am offline my daughter who is sat opposite me on an eight 8 yr old laptop windows 8 is surfing fine. I have checked my model has all the latest drivers and all updates are up to date according to HP support assistant and Windows itself. I have managed to get back online not by restarting but once by turning off router at the plug waiting 30 seconds etc rebooting machine. The other time that made no difference I just had to wait it out eventually just rebooting it worked. Again I must say that during both occasion I was down all other devices on the network were performing fine. Sky Q, ios , Android and old windows laptop. Your comments would be appreciated.

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Echo_Lake
HP Support Agent
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@diddley01

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Use the following steps to open the Component Tests menu.

  1. Hold the power button for at least five seconds to turn off the computer.
  2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  3. On the main menu, click Component Tests.
  4. The Component Tests menu displays.
  5. Wireless Module Test - This test checks that the BIOS detects the wireless module and that it is enabled.

To run the test, click the Wireless Module, and then click Run once.

  • The Wireless Module Test takes 30 seconds to complete.

If the test passes, try these steps:

Reinstall the network adapter using HP Recovery Manager (Windows 8, 10)

Reinstall original software or drivers using the HP Recovery Manager. If your PC does not locate the Recovery Manager installed, click the ‘next step’ button below.

  1. In Windows, search for and open HP Recovery Manager. If prompted for an administrator password or confirmation, type the password or provide confirmation. If prompted by User Account Control to allow the program to make changes to the computer, click Yes.
  2. Under Help, click Reinstall drivers and/or applications and wait for Recovery Manager to generate a list.
  3. From the combined list of applications and drivers, with the drivers listed first, select the checkbox next to the drivers you want to reinstall. NOTE: The name of the adapter varies, depending on which one is installed on your PC.
  4. When the Installation is completed message displays, click OK.
  5. Close all open applications, restart your computer, then try connecting to the Internet again.

If the test passes, try these steps:

  • From the Start screen, type device manager to open the Search charm, and then select Device Manager from the search results. Double-click Network adapters. Right-click the name of your wireless network adapter, and then select Uninstall.
  • Click here: https://support.hp.com/in-en/document/c03535285 to complete the troubleshooting steps.

If the test passes, try these steps:

  1. Open Start.
  2. Search for Device Manager and click the top result to open the experience.
  3. Expand the category with the device that you want to roll back.
  4. Right-click the device, and select the Properties option.
  5. Click the Driver tab.
  6. Click the Roll Back Driver button.

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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