Solved: Re: intermittent network connectivity issues - HP Support Community

Jensen_G · ‎01-21-2015

I am having an issue with this laptop (product number 15-n019wm) where frequently but intermittently network connectivity will cut off. I ran a Microsoft troubleshooter (results below) that said it fixed the problem, but the problem always . I tried a Ping in the command line when this was occurring for www.yahoo.com and it came back "ping: transmit failed. general failure." These issues happen when I am wired or wireless, and when I am having the network connectivity problem, all other devices on the network can access the internet just fine, so it is an issue with this device specifically.

Please help - thank you!

TROUBLESHOOTER RESULTS:

Windows Network Diagnostics

Publisher details

Issues found

Problem with wireless adapter or access point

Fixed

Reset the wireless adapter

Completed

Investigate router or access point issues

Not run

Issues found

Detection details

6

Problem with wireless adapter or access point Fixed

Reset the wireless adapter Completed

Network Diagnostics Log

File Name: 47F00BF5-81C5-4330-A068-CAF0E7AAAEA8.Repair.1.etl Investigate router or access point issues Not run

If you're connected to a hotspot or domain network, contact the network administrator. Otherwise: 1. Unplug or turn off the device. 2. After all the lights on the device are off, wait at least 10 seconds. 3. Turn the device back on or plug it back into the power outlet. To restart a router or access point that has a built-in battery, press and quickly release the Reset button.

Detection details

Diagnostics Information (Network Adapter)

Details about network adapter diagnosis: 

Network adapter Wi-Fi driver information:

   Description . . . . . . . . . . : Qualcomm Atheros AR9485 802.11b/g/n WiFi Adapter
   Manufacturer  . . . . . . . . . : Qualcomm Atheros Communications Inc.
   Provider  . . . . . . . . . . . : Qualcomm Atheros Communications Inc.
   Version   . . . . . . . . . . . : 10.0.0.263
   Inf File Name . . . . . . . . . : C:\WINDOWS\INF\oem24.inf
   Inf File Date . . . . . . . . . : Thursday, August 22, 2013  1:22:20 PM
   Section Name  . . . . . . . . . : ATHR_DEV_OS61_H3118.ndi
   Hardware ID . . . . . . . . . . : pci\ven_168c&dev_0032&subsys_1838103c
   Instance Status Flags . . . . . : 0x180200a
   Device Manager Status Code  . . : 0
   IfType  . . . . . . . . . . . . : 71
   Physical Media Type . . . . . . : 9

Diagnostics Information (Wireless Connectivity)

Details about wireless connectivity diagnosis: 

Information for connection being diagnosed
 Interface GUID: f5ae4536-8d8d-4d16-a6a7-7a9424339027
 Interface name: Qualcomm Atheros AR9485 802.11b/g/n WiFi Adapter
 Interface type: Native WiFi

Connection incident diagnosed
 Auto Configuration ID: 1
 Connection ID: 1

Connection status summary
 Connection started at: 2015-01-21 17:15:36-725
 Profile match: Success
 Pre-Association: Success
 Association: Success
 Security and Authentication: Success

List of visible access point(s): 1 item(s) total, 1 item(s) displayed
        BSSID		BSS Type PHY	Signal(dB)	Chnl/freq    SSID
-------------------------------------------------------------------------
30-46-9A-64-B9-E6	Infra	 <unknown>	-28		11	 McConnell

Connection History

 Information for Auto Configuration ID 1

  List of visible networks: 8 item(s) total, 8 item(s) displayed
  BSS Type PHY	Security	Signal(RSSI)	Compatible	SSID
  ------------------------------------------------------------------------------
  Infra	 <unknown>	Yes		100	Yes		McConnell
  Infra	 <unknown>	Yes		16	Yes		NETGEAR60
  Infra	 <unknown>	Yes		14	Yes		brillig
  Infra	 <unknown>	Yes		10	Yes		Our PC Network
  Infra	 g	Yes		4	Yes		donald-HP-Wireless
  Infra	 <unknown>	Yes		6	Yes		MyCharterWiFi91-2G
  Infra	 <unknown>	Yes		30	Yes		MyCharterWiFi60-2G
  Infra	 <unknown>	Yes		4	Yes		MyCharterWiFi77-2G

  List of preferred networks: 7 item(s)
   Profile: McConnell
    SSID: McConnell
    SSID length: 9
    Connection mode: Infra
    Security: Yes
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: Yes
   Profile: FourSeasons_Guest
    SSID: FourSeasons_Guest
    SSID length: 17
    Connection mode: Infra
    Security: No
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: No
     Reason: 0x00028003
   Profile: ATT0573
    SSID: ATT0573
    SSID length: 7
    Connection mode: Infra
    Security: Yes
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: No
     Reason: 0x00028003
   Profile: rhiguest
    SSID: rhiguest
    SSID length: 8
    Connection mode: Infra
    Security: No
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: No
     Reason: 0x00028003
   Profile: mdaguest
    SSID: mdaguest
    SSID length: 8
    Connection mode: Infra
    Security: No
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: No
     Reason: 0x00028001
   Profile: Marriott_GUEST
    SSID: Marriott_GUEST
    SSID length: 14
    Connection mode: Infra
    Security: No
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: No
     Reason: 0x00028003
   Profile: wifi
    SSID: wifi
    SSID length: 4
    Connection mode: Infra
    Security: Yes
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: No
     Reason: 0x00028003

 Information for Connection ID 1
 Connection started at: 2015-01-21 17:15:36-725
  Auto Configuration ID: 1
  Profile: McConnell
  SSID: McConnell
  SSID length: 9
  Connection mode: Infra
  Security: Yes
  Pre-Association and Association
   Connectivity settings provided by hardware manufacturer (IHV): No
   Security settings provided by hardware manufacturer (IHV): No
   Profile matches network requirements: Success
   Pre-association status: Success
   Association status: Success
    Last AP:  30-46-9a-64-b9-e6
  Security and Authentication
   Configured security type: WPA2-PSK
   Configured encryption type: CCMP(AES)
   802.1X protocol: No
   Key exchange initiated: Yes
    Unicast key received: Yes
    Multicast key received: Yes
   Number of security packets received: 0
   Number of security packets sent: 0
   Security attempt status: Success
 Connectivity
   Packet statistics
    Ndis Rx: 7580
    Ndis Tx: 6705
    Unicast decrypt success: 58
    Multicast decrypt success: 0
    Unicast decrypt failure: 0
    Multicast decrypt failure: 0
    Rx success: 70
    Rx failure: 154
    Tx success: 124
    Tx failure: 1
    Tx retry: 0
    Tx multiple retry: 0
    Tx max lifetime exceeded: 0
    Tx ACK failure: 498
   Roaming history: 0 item(s)

Diagnostics Information (Wireless Connectivity)

Details about wireless connectivity diagnosis: 

For complete information about this session see the wireless connectivity information event.

Helper Class: Auto Configuration
 Initialize status: Success

Information for connection being diagnosed
 Interface GUID: f5ae4536-8d8d-4d16-a6a7-7a9424339027
 Interface name: Qualcomm Atheros AR9485 802.11b/g/n WiFi Adapter
 Interface type: Native WiFi

Result of diagnosis: There may be problem

Network Diagnostics Log

File Name: 47F00BF5-81C5-4330-A068-CAF0E7AAAEA8.Diagnose.0.etl

Other Networking Configuration and Logs

File Name: NetworkConfiguration.cab Collection information Computer Name: LAPTOP Windows Version: 6.3 Architecture: x64 Time: Wednesday, January 21, 2015 5:23:48 PM

Publisher details

Windows Network Diagnostics Detects problems with network connectivity. Package Version: 1.0 Publisher: Microsoft Windows

Jensen_G · ‎01-29-2015

I was able to solve the issue by performing a reset on Windows 8, going back to factory settings using th recovery partition.

View solution in original post

D5GR · ‎01-22-2015

@Jensen_G ,

Hello and thank you for posting on the HP support forums. For the amount of testing I see that you have done I can say one thing that may make a difference.

First how many devices do you have connected to your router.

Is it a combination router/modem.

The reason I ask is that recently I have had my house invaded by my brother in law and his two kids.

Between cell phones and ipads and computers connecting I have no way of keeping my notebook connected.

Even after going into the router and opening it up it could not handle more than four devices connected at any time with any speed and my laptop keeps dropping. Yet when i drop all the other devices it is rock solid.

Here is a link you can check out.

Troubleshooting Wireless Network and Internet (Windows 😎

Try reseating the wireless card.

If these steps fail and what you already have done and along with the testing you have already have done then I would contact phone support.

Please call our technical support at 800-474-6836. If you live outside the US/Canada Region, please click the link below to get the support number for your region. http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

Thank you for posting and have a great day.

Please click the "Thumbs Up" on the bottom right of this post to say thank you if you appreciate the support I provide!

Also be sure to mark my post as “Accept as Solution" if you feel my post solved your issue, it will help others who face the same challenge find the same solution.

D5GR
I work on behalf of HP

Jensen_G · ‎01-29-2015

I was able to solve the issue by performing a reset on Windows 8, going back to factory settings using th recovery partition.

intermittent network connectivity issues

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