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HP Customer Support - Knowledge Base

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  • Information

    Fix intermittent print spooler service errors that may cause print jobs to fail post a Windows update. Click here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on an HP computer or printer – Click here

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HP PCs - Wireless Network and Internet Troubleshooting (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.
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.
For business computers, consult your company's IT department or your local IT service before making any environment or security changes.

Step 1: Make sure 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 confirm 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 keyboard button with an icon of an airplane on it.
    A standalone button with an airplane. This enables or disables “airplane mode” and turns off wireless and Bluetooth on the device.
    The f12 button with an icon of an airplane on it.
    F12 key with an airplane. This enables or disables “airplane mode” and turns off wireless and Bluetooth on the device.
    The f12 key with a wireless icon and a LED light on it.
    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 keyboard button with the wireless icon on it.
    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.
    If the issue persists, continue to the next step.

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.
  1. In Windows, 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 the tool finds an updated driver is found, follow any on--screen 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

Automatically test and fix a variety of wireless conditions using tools by HP and Microsoft.
note:
For computers running Windows 10 in S mode: HP Support Assistant is not available in Windows 10 in S mode; instead use Windows Network and Internet Troubleshooter to test and fix the wireless connection. For more information, see Frequently Asked Questions about Windows 10 in S Mode.

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 computer.
  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 the lights come on and reflect normal Internet and PC activity. If the lights on the broadband modem indicate a problem, review 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, and then 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.

Advanced Wi-Fi troubleshooting

If your computer still does not connect to the wireless network after using the steps in this document, refer to the advanced troubleshooting steps in HP PCs – Advanced Wireless Network and Internet Troubleshooting (Windows 10).

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