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HP PCs - Troubleshooting Wireless Network and Internet (Windows 10)

This document is for HP computers using a wireless network (a router) with Windows 10.
A variety of software and hardware problems can cause your Wi-Fi to stop working. Use the steps and tools in this document to resolve wireless Internet connection issues.
Certain troubleshooting steps require that you have access to the Internet using a wired network connection or a second computer or device.
For business computers, consult your company's IT department or your local IT service before making any environment or security changes.
  note:
For information about wireless printer setup, or if you get an error message when trying to print wirelessly, go to HP Customer Support, enter your printer model, and then search for a document about installing your wireless printer or the displayed error message.
Step 1: Check that the wireless key or button is enabled
Most notebook computers have a button or keyboard key to turn the wireless signal on and off. Check the button or key status to verify if the wireless signal is on.
  1. Locate the wireless key or button. This could be an image of an airplane or a wireless signal.
    Button or key
    Description
    A standalone button with an airplane. This enables or disables “airplane mode” and turns off wireless and Bluetooth on the device.
    F12 key with an airplane. This enables or disables “airplane mode” and turns off wireless and Bluetooth on the device.
    F12 key with wireless icon and LED. This enables or disables "wireless mode." The LED illuminates in white or blue if active, and amber if wireless is turned off.
    A standalone wireless button. This is typically located above or near the keyboard.
  2. Press the button once, wait 10 seconds, and then observe any changes to the wireless connection icon in the notification area and to the LED light on the wireless button or key.
    If the button or key does not have a light, hover your mouse over the wireless connection icon in the notification area of the taskbar to see the current connection status.
    If the wireless signal is turned on, try connecting to the Internet again.
    If the wireless signal is turned off, press the button or key again to turn it back on, and then try connecting to the Internet again.
Step 2: Update the wireless driver through Device Manager
Downloading and installing the latest wireless LAN adapter driver can resolve common issues with the wireless Internet connection. Use Device Manager to find the latest WLAN driver.
Video of updating the wireless network adapter driver through Device Manager
Updating the Wireless Network Adapter Driver Through Device Manager in Windows
  1. Using the search box on the taskbar, search for and open Device Manager.
  2. In the Device Manager window, double-click Network adapters, right-click the name of the wireless adapter, and then select Update driver.
    Update driver  selection
  3. Click Search automatically for updated driver software.
    Update Driver Software window
  4. If an updated driver is found, follow the instructions to install it.
  5. Try to connect to the Internet.
If the problem persists, continue to the next step.
Step 3: Use automatic troubleshooting
Tools by HP or Microsoft can be used to automatically test and fix a large variety of wireless conditions. If your HP computer originally came with Windows 8, use HP Support Assistant, as it is specifically designed for HP computers. If your computer does not have HP Support Assistant, use the automated troubleshooter included with Windows 10.
For computers running Windows 10 S: HP Support Assistant is not available in Windows 10 S; instead use Windows Network and Internet Troubleshooter to test and fix the wireless connection. For more information, see the Windows 10 S FAQs.
Step 4: Check and reset hardware
Resetting the hardware on your wireless network in the proper sequence can resolve a variety of connection and performance problems.
  1. Turn off your PC.
  2. If your network includes a wireless router, wireless gateway, or wireless modem/router combination, disconnect the power cord from the router.
    Disconnecting the power cord from the back of a router
  3. If your network includes a separate broadband modem, disconnect the power cord from the broadband modem.
  4. Wait at least 5 seconds, and then connect the power cord to the wireless router (and the broadband modem, if separate).
  5. Wait until all lights come on and reflect normal Internet and PC activity. If the lights on the broadband modem indicate a problem, refer to the following list of options for help.
    • If all lights are off after reconnecting the power, check the power source by plugging the power cord into another power outlet. Service or replace your broadband modem if it cannot be turned on.
    • If only the power light is on and the remaining activity lights are off or show no activity, a network connection is not being detected. Make sure the cable carrying the Internet signal is connected to the broadband device. Make sure Internet cables coming into your residence have not been damaged or disconnected. You might need to contact your Internet service provider if other people in your area are also experiencing Internet outages.
    • If the Internet or Online light consistently blinks and does not indicate an online connection is available, the problem likely resides with your Internet service provider. Either wait until service is restored or contact your Internet service provider for further assistance.
  6. Turn on your computer and wait until Windows opens. If you are using a notebook computer, follow the steps in How to Power Reset your Laptop​, and then continue with these steps.
  7. Wait until Windows automatically connects to your wireless Internet network.
  8. If Windows does not automatically connect, click the wireless connection icon in the notification area on the taskbar, select the name of your wireless network, and then click Connect.
    A window might open prompting you for a password or push button connect actions depending on the type of security you are using.
If the problem persists, continue to the next step.
Step 5: Reinstall the wireless network adapter driver using Device Manager
Removing and reinstalling the wireless network adapter driver can clear registry values and reset configurations so the driver can be properly set up and accessed by Windows. Use Windows Device Manager to uninstall the wireless adapter and have Windows reinstall the driver.
  1. If you are using an external USB wireless network adapter or cellular broadband device, unplug it, restart your computer, and then plug it into a different USB port after Windows opens.
  2. Using the search box on the taskbar, search for and open Device Manager.
  3. Double-click Network adapters.
    Device Manager with Network adapters highlighted
  4. Right-click the name of your wireless network adapter, and then select Uninstall device.
      note:
    If the name of the network adapter is missing from the network adapters category, the network adapter hardware is not connected or the device driver cannot Plug and Play. If this happens, shut down the computer and check the hardware connection to your wireless adapter hardware. Service the computer if problems are found.
    Device Manager screen with the Wi-Fi adapter highlighted and the Uninstall device selection highlighted
  5. When the Uninstall Device screen displays, select Delete the driver software for this device if it displays, and then click Uninstall.
    After the network adapter uninstalls, the name of the wireless adapter no longer appears in the network adapters category.
    Confirm Device Uninstall with Uninstall highlighted
  6. In the Device Manager window, make sure Network adapters is highlighted.
  7. In the Device Manager main menu, click Action, and then select Scan for hardware changes.
    The computer reinstalls the wireless network, and the wireless network adapter name displays in the Network adapters category.
    Selecting Scan for hardware changes on the Action menu
  8. After the network adapter name displays in Device Manager, close Device Manager and restart the computer.
  9. Try to connect to the Internet.
If the problem persists, continue to the next step.
Step 6: Update wireless network drivers
Downloading and installing the latest driver for your wireless adapter can resolve issues with wireless Internet connections, especially issues related to performance or intermittent dropped connections.
Use one or more of the following sections to find updated drivers for your wireless networking hardware. If you cannot find an updated driver or the updated driver does not solve the problem, continue to the next step.
For computers running Windows 10 S: Use Device Manager or Windows Update to check for updated software and drivers. For more information, see the Windows 10 S FAQs.
Step 7: Manually change network settings
Manually changing the network settings can resolve wireless connection issues. Create a restore point in Windows, and then manually change the network settings.
  1. Using the search box on the taskbar, search for and open Create a restore point.
    The System Properties window displays.
  2. Click Create.
    Clicking Create on the System Properties window
  3. Type a name for the restore point, and then click Create.
    Windows creates the restore point.
  4. Using the search box on the taskbar, search for Command Prompt. In the results list, right-click Command Prompt, and then click Run as administrator.
    If a User Account Control screen displays asking if you want to allow the app to make changes to your computer, click Yes.
    Opening a Command Prompt as Administrator
  5. Type the following commands one at a time, pressing Enter after each one.
    netsh int tcp set heuristics disabled
    netsh int tcp set global autotuninglevel=disabled
    netsh int tcp set global rss=enabled
    Typing commands in Command Prompt
  6. To open the TCP Global Settings, type netsh int tcp show global in Command Prompt, and then press Enter.
  7. Make sure all settings are disabled except Receive-Side Scaling State.
    Settings are disabled except Receive-Side Scaling State
  8. Close Command Prompt, restart the computer, and then try to connect to the Internet.
If the issue persists, continue to the next step.
Step 8: Perform a Microsoft System Restore
If the computer was working on the wireless network in the past, but now cannot connect or performs poorly, use Microsoft System Restore to restore your system files back to a date and time when wireless networking was working well. For more information about System Restore, see Using Microsoft System Restore (Windows 10, 8).
Step 9: Other things to try
If your computer still cannot connect or the connection performs poorly, one of the following sections might help resolve the issue.

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