Internet connection drops every 30 minutes

[archeologist]

I am chasing a frustrating issue on one of our HP laptops.

The laptop will lose it's internet connection after 30-60 minutes, and the only way to get it back is to reboot the PC.

The PC is a Pavillion dv6 with Intel Core i5 chip.

OS is Win7 Home Premium SP1

The network adaptors I show are:

   Intel WiFi Link 1000 BGN

  Microsoft Virtual WiFi Miniport Adaptor

  Microsoft Virtual WiFi Miniport Adaptor #2

  Realtek PCIe GBE Family Controller

Antivirus is MS Security Essentials

Router is a Cisco/Linksys E1500

Modem is Actiontec M1000

DSL is through Centurylink

The error messag we get when the internet stops working says something about "can't find DNS", I will copy it down again next time it happens.

The only PC to lose the connection is this one.

Resetting the modem and router does not regain internet connectivity.

The issue happens whether the PC is connected via cable or wirelessly

When the PC loses the internet connection I can still see it and ping it from other PC's, and it can still see other PC's.

Here is what we've done so far with no luck:

Running the network diagnostic doesn't find the issue 

Reset modem and router

Reset TCP/IP and rebooted (netsh int ip reset c:\resetlog.txt)

Disabled the hidden network adaptors:

  MS 6to4 Adapter

  MS ISATAP Adapter 1-4

  Teredo Tunneling Pseudo-Interface

(these all came back when we rebooted)

Changed the DNS servers on the wired and wireless lan to different servers

Changed the DNS servers on the router to the same 2 servers

Rolled back the PC to the 2 previous restore points

Updated Intel WiFi driver

Run latest Antimalwarebytes scan - no issues found

Disabled the firewall

Removed McAfee (hate that stupid program)

I'm at a loss what to do next.   Any ideas?  

We're trying to be methodical obviously, starting with the simple and getting more complex.

Thanks!
Ian

[AxshunJaxun · Accepted solution]

Hey archeologist, 

I'm sorry you're running into this wireless issue. I need to know your full product number, Intel wireless driver version number and BIOS version number.

Press FN + ESC keys to find your BIOS ('F.##') and product number. 

To find your wireless driver version number:

1. Click the Start button

2. Type 'device'

3. Click Device Manager

4. Expand Network Adapters

5. Double click on the Intel to open its Properties

7. Click on the Driver tab and let me know what the driver version number is.

I understand you've already updated the wireless driver but there may be a little more to that, but first I have to know which computer you have. If you have any questions on those steps, please let me know 🙂

[archeologist]

Wanted to post an update.  We performed a hard reset on our router, and it solved the problem.

I'm not sure why it was only affecting one PC, but if others run into a similar issue I hope this will help.

Thanks for the reply!

Ian

[AxshunJaxun]

Good! I'm glad to hear you were able to solve it with a common step rather than have to dive into further troubleshooting. If the problem reoccurs, please let me know. There may be more steps that need to be taken. 🙂

[mo73]

Hello I follow the instructions and I have the driver vrsion # 15.1.0.18. I hope I can get a solution because always it's showing no internet connection.

Thank You

Mary

[mo73]

it also says any web place I'm searching, not respondindg and I always have to recover the page what a pain..
Please help, Thanks

[AxshunJaxun]

Hey mo73, 

I'm sorry you're running into this issue with the internet connection. Thanks for sharing your version number. I'll also need to know your product number (P/N) and BIOS version (F.##) which you can find by pressing FN + ESC. 

Having to continually recover your web pages is probably related to the issue. Let me know your product number and BIOS version and I'll check to see if you need any updates.

[mo73]

 The product #A1T53UAR#ABA

BIOS F.1A-06/22/2012 (058E110002204710000622100)

Hope this works

Thanks

[AxshunJaxun]

Thanks for that information. You've got a BIOS update. 

BIOS version F.1C

Download and install that version. During the installation, your computer will restart on its own. Allow it to restart and get back to the desktop. Test the internet connection then. 

If it is still dropping after that, go to Device Manager, uninstall and reinstall the wireless driver.

1. Click Start

2. Type 'device'

3. Click Device Manager

4. Expand Network adapters

5. Double-click on Intel wireless 

6. Click the Driver tab

7. Click the Uninstall button and OK. Restart when prompted to do so.

During the restart, Windows will automatically detect and reinstall the missing driver. After the restart, test the internet connection again to see if it drops. Let me know the results when you get a chance, please 🙂

[AxshunJaxun]

Have you had a chance to test the BIOS update? Any luck?