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HP PCs - Slow internet troubleshooting (Windows 11, 10)

If the computer stops responding or performance becomes poor after connecting to the internet, use this document to resolve the most common problems that cause these issues.

Note:

This document contains instructions to restart your computer. Bookmark this page for easy reference.

Test your internet connection speed

Use the Network Speed Test app to measure your network response time, download speed, and upload speed. Based on your connection’s speed, Network Speed Test tells you what activities you can do, such as stream music or high-quality video. Download this free app from the Microsoft Store using the following instructions.

To see whether your internet connection speed improves, use the speed test to test your connection speed both before and after performing the troubleshooting steps.

In Windows, search for and open the Microsoft Store.
In the Microsoft Store, search for network speed test, and then select the Network Speed Test app in the search results.
Click Get, and then wait while Windows downloads and installs the app.
Click Open to open the app.

If prompted to let the app access your precise location, click Yes.

Note:
You can change this later in the Settings app.
Click Start to run the test.

When the test is complete, the results display the connection type, the download and upload speeds, and other network information.

Troubleshoot a slow or unresponsive internet connection

Use the following steps to resolve the most common problems that cause the computer to stop responding or cause internet browsing to slow down.

Remove spyware, adware, and viruses

If the computer becomes slow after connecting to the internet, or your home page changes to a page you do not want, or unwanted desktop links display, or advertising windows pop up repeatedly, the computer might have spyware, adware, or a virus installed.

Spyware, adware, and viruses can be difficult to remove manually. For more information about how to remove spyware, adware, and viruses from the computer, go to HP PCs - Computer might be infected by a virus or malware (Windows 10).

Note:

After scanning for and removing spyware and viruses, run Windows Update to update your computer.

Block browser pop-ups

A pop-up is a small web browser window that is displayed on top of the website that you are viewing

Pop-up windows often open as soon as you visit a website and are usually created by advertisers. Web browsers have features called pop-up blockers that can prevent pop-up windows from appearing. In most pop-up blocker programs you can choose the level of filtering you want, select which pop-ups you want displayed and build a blocklist of those you do not. See HP PCs - Blocking pop-up windows or advertisements for more information.

Clear browser history, remove temporary internet files, and reset browser settings

Certain items in the history or settings of a browser can make your connection to the Internet slow. Clear your browsing history, remove temporary files that might be causing problems, and reset your internet settings.

Edge browser

Clear history, remove temporary files, and reset settings in the Edge browser.

In Microsoft Edge, click the More actions icon in the top left corner, and then select Settings.

The Settings window opens.
In the Settings window, select Privacy, search, and services.
In the Privacy window, select Choose what to clear.
Check the boxes next to Browsing history, Cookies and other site data, and Cached images and files, and then select Clear now.
Run a network speed test again.

If the issue persists, continue to the next step.

Update network drivers

Some lockup issues have been identified and resolved through network driver updates. Updating your network driver might increase internet speed.

Go to the HP Customer Support - Software and Driver Downloads page.
If a Let's identify your product to get started page opens, click Laptop or Desktop.
Type the model name for your computer in the Or, enter your serial number field, and then click Submit. For example, type Pavilion HPE h8-1360t Desktop, and then click Submit.
If a Matching products webpage opens, select your model number from the list.
The software results page for your computer is displayed with the default operating system selected. If you need to change the operating system, click Change, select your version, and then click Change,

Note:
If your operating system is not on the list, HP does not have drivers for that operating system. Use a different method to download software and drivers.
From the list of available software and driver categories, click Driver - Network, and then click Download.

CAUTION:
Sometimes there is more than one download available for a component. If this happens, identify the component installed in your computer, and then download the appropriate file. To find the name of a component, search for and open Device Manager. Find the component, and then expand the category. The category lists the component’s original manufacturer name.
Follow the on-screen instructions to install the driver.

Disable software that opens with Windows

For troubleshooting purposes, reduce the amount of software that opens with Windows to try to determine whether a software conflict is occurring and slowing your internet connection.

To disable automatically opening software, use the Microsoft System Configuration software (Msconfig) as follows.

In Windows, search for and open System Configuration.
On the General tab, select Selective startup, clear Load startup items, and then select OK.
Restart your computer, and then connect to the internet.

If the issue persists, continue to the next step.

Contact your Internet Service Provider

Call your local Internet Service Provider (ISP) or visit their website to see if your provider is currently experiencing technical difficulties.

If your provider is currently experiencing technical difficulties, such as poor latency or long wait times, you must wait until your ISP resolves the problems. Also, if your ISP requires special software to connect the internet, ask if you should reinstall the software. If so, use the instructions provided by your ISP to remove and reinstall your ISP software.

After contacting your ISP, restart your computer, and then connect to the internet. If the issue persists, continue to the next step.

Disable or modify how programs access the internet

Sometimes software automatically accesses the internet to keep the software up to date and to provide alerts for new product availability. Sometimes, the software that is accessing the Internet can lock up, such as when a program attempts to connect to a website that is no longer in service.

The following are some symptoms and solutions related to software and internet connection problems.

The connection to the internet becomes slow or freezes at a specific time of day. Many programs attempt to get updates or information at regularly scheduled times. For example, Windows Update might attempt to automatically download and install important updates for Windows every night at midnight. The problem might be worse when two or more programs attempt to connect to the internet simultaneously. To resolve, disable automatic updates, or adjust the time at which the software automatically installs updates (if an option is available).
The connection to the internet becomes slow or freezes when a software program is opened. Some programs immediately attempt to connect to the internet when opened. Either disable the connection feature inside the options of the software, or consult the software vendor's support website for a solution. When searching for a solution, be sure to use the exact title and version of the software, if known.
The connection to the internet becomes slow or freezes when Windows loads. When Windows initially starts and an internet connection becomes available, many software programs attempt to connect to the internet. To resolve, prevent software that uses the internet from loading with Windows (as was done in a previous step), disable automatic software updates, or adjust the time at which the software automatically installs updates (if an option is available).

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