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HP PCs - Slow Internet Troubleshooting (Windows 10, 8)

This document is for HP computers with Windows 10 or Windows 8.

The computer stops responding or performance becomes poor after connecting to the Internet. Use this document to resolve the most common problems that cause the computer to stop responding or cause Internet browsing to slow down.

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

Testing your Internet connection speed

Use one of the following methods to test your Internet connection speed both before and after performing the troubleshooting steps in this document to see whether your connection speed improves.

Network Speed Test

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

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 wait while Windows downloads and installs the app.
Select Launch to open the app.

If requested 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 on the screen showing the connection type, and download and upload speeds, as well as other network information.

Bing Speed Test

Use the Bing Speed Test to measure your network response time, download speed, and upload speed.

In Windows, search for and open Bing.com.
In Bing, search for speed test.
When the Speed test displays, click Start.
When the test is complete, the results display showing the "ping" (network response) time, and upload and download speeds.

Troubleshooting

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

Step 1: Detecting and removing spyware and adware

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, then the computer probably has spyware or adware installed. Spyware and adware can be very difficult to remove manually. For more information about spyware and how to remove spyware from the computer, go to Computer Might Be Infected by a Virus or Malware (Windows 10, 8).

Step 2: Scanning for and removing viruses

Many viruses use an Internet connection when a browser window is opened and can cause the computer to slow down or stop responding. For more information about how to scan and remove viruses, go to Computer Might Be Infected by a Virus or Malware (Windows 10, 8).

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

Step 3: Blocking browser pop-ups

A pop-up is a small web browser window that appears on top of the website 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 blacklist of those you do not. See Blocking Pop-up Windows or Advertisements for more information.

Step 4: Clearing browser history, removing temporary Internet files, and resetting browser settings

Certain items in the history or settings of a browser can make your connection to the Internet very slow. Clear your browsing history, remove temporary files that may be causing problems, and to 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 General settings window opens.
In the General settings window, select Privacy & Security
In the Privacy & Security window, select Choose what to clear.
Check the boxes next to Browsing history, Cookies and saved website data, and Cached data and files, and Tabs I've set aside or recently closed, and then select Clear.
Run a network speed test again.

If the issue persists, continue to the next step.

Internet Explorer

Clear history, remove temporary files, and reset settings in Internet Explorer.

In Windows, search for and open Manage browser add-ons.
In the Internet Properties window, select Manage add-ons.
On the Manage Add-ons window, select Toolbars and Extensions, and then select All add-ons from the Show drop-down menu.
In the Manage Add-ons window, select add-ons that are enabled, and then click the Disable button in the lower right corner. Repeat this step for each add-on that is enabled.
Select Close to return to the Internet Properties home window.
Select the General tab, and then in the Browsing history area, click Delete.
On the Delete Browsing History window, select Preserve Favorites website data, Cookies and website data, Temporary Internet files and website files, and History, and then click Delete.
After the computer deletes the browsing history and returns to the Internet Properties windows, select the Security tab.
Select Reset all zones to default level, and then click Apply.
Select the Content tab, and then select Clear SSL State.
Select OK in the SSL cache confirmation message that displays.
Select the Advanced tab, and then click Reset.
On the reset Internet Explorer Settings window that opens, select Reset to confirm your changes.
In the Reset Internet Explorer Settings window, click Close.
Restart your computer, and then connect to the Internet and perform another speed test.

If the issue persists, proceed to the next step.

Step 5: Updating network drivers

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

Go to HP Customer Support.

If prompted, select your country/region, and then follow the on-screen prompts to identify your product.
Select Software, Drivers and Firmware.
On the Drivers and Downloads page, select your operating system from the Select your operating system drop-down, and then click Next.
Select the plus sign+ next to Driver - Network to expand the list of available network drivers.
Select the network or modem driver update from the list. For example, Realtek RTL8139 LAN Driver Update.
Click the Download button.
When the download bar displays at the bottom of your screen, click Save.
When the download completes, click Run.
Follow the on-screen instructions to complete the download.
Restart your computer, and then connect to the Internet.

If the computer stops responding or performance becomes poor, continue to the next step.

Step 6: Disabling software that opens with Windows

For troubleshooting purposes, reduce the amount of software that opens with Windows to try to find out if 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 msconfig.
On the General tab, select Selective startup, remove the selection next to Load startup Items, and then select OK.
Restart your computer, and then connect to the Internet.

If the computer stops responding or performance becomes poor, continue to the next step.

Step 7: Contacting your Internet Service Provider

Call your local Internet Service Provider (ISP) or visit the 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 the problems are resolved by your ISP. Also, if your ISP requires special software to connect the Internet, ask if you should reinstall the software. If so, use instructions provided by your ISP to remove and reinstall your ISP software.

After contacting your ISP, restart your computer, then connect to the Internet. If the computer stops responding or performance becomes poor, disable or modify how the programs on your computer access the Internet.

Step 8: Disabling or modifying how programs access the Internet

Sometimes software programs automatically access the Internet. This is usually done 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 software program is attempting to connect to a website that is no longer in service.

Programs that access the Internet automatically include:

Java update
Windows Media Center
Windows update
Symantec Live Update
Adobe Acrobat

Symptoms and solutions related to software programs and Internet connection problems:

The connection to the Internet becomes very slow or freezes at a specific time of day: Many software 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 software programs attempt to connect to the Internet at the same time. To resolve, disable automatic updating within the options of the software program(s), or adjust the time at which the software program automatically installs updates (if an option is available).
The connection to the Internet becomes very slow or freezes when a software program is opened: Some software programs immediately attempt to connect to the Internet when opened. Either disable the connection feature inside the options of the software program, or consult the software vendor's support website for a solution. When searching for a solution, be sure to use the exact title of the software and the version of the software program, if known.
The connection to the Internet becomes very 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 as soon as the Internet connection becomes available. To resolve, prevent software that uses the Internet from loading with Windows (as was done in a previous step), disable automatic updating within the options of the software program(s), or adjust the time at which the software program automatically installs updates (if an option is available).