HP Notebook PCs - Troubleshoot a Lost Internet or E-mail Connection on a Wireless Network (Windows 7)

This document pertains the HP Notebook PCs with Windows 7.

If the computer is not using the Windows 7 operating system, see:

• HP Notebook PCs - Troubleshoot a Lost Internet Connection on a Wireless Network with XP
• HP Notebook PCs - Troubleshoot a Lost Internet Connection on a Wireless Network with Vista

Read this document if you have been using your computer to connect to the internet and receive e-mail, but suddenly the computer displays a browser error message:

• cannot display the web page
• dns_unresolved_hostname
• or a similar error message.

This document covers how to troubleshoot the problem symptoms and follow the quick tips to re-establish a connection.

Your first action should be to determine if there is a problem with the connection between the computer and the network (router), or the connection between the network and the internet service provider (ISP).

To determine which connection is not working, look at the network icon in the system tray, and take the following actions.

• Network is not connected
  1. Turn off and then turn on the wireless device power switch on the computer. The wireless icon or LED should glow.
  2. Disable and then enable the wireless network connection using HP Wireless Assistant.

  The Network icon should indicate that the computer is connected to the network. If you cannot connect to the internet, go to the next step.
• Network is connected
  1. Recycle the router and the modem to reset the connection to the ISP by turning the electrical power to the devices off and then turning them on.
  2. Restart the computer.

  The LED lights on the modem and router will blink for several seconds, and then glow steadily to indicate the connection is complete.

The power to the wireless network and bluetooth devices is controlled by a switch or button on most computers. It is possible to accidentally bump the button and turn off the wireless service.

On most computers, there is an LED light that glows blue when the wireless device is turned on and enabled, and glows orange when off or disabled. Some newer models use different a different color scheme.

To turn on and enable the wireless device, do the following:

1. To turn on the wireless device, simply move the switch to the on position. On some computers, the switch is actually a touch point on the panel above the keyboard.
2. To enable the wireless device, right-click the HP Wireless Assistant (disabled) icon and select Open Wireless Assistant. Click Turn On. The HP Wireless Assistant (enabled) icon will display.

The devices on the network handle communication based on IP addresses provided dynamically by the internet service provider. If there is a power interruption at the ISP, the IP addresses will change and the internet connection will fail.

To resolve the IP conflicts and establish new dynamic IP addresses, do the following:

1. Turn off the power to the router and modem.
2. Turn on the modem and allow it to reestablish a connection with the ISP.
3. Turn on the router and allow it to reestablish a connection with the modem.
4. Restart the computer.

When using a wizard program to set up a new network connection, it is possible to set a static IP address on the wireless device. The connection works until there is a change in the signal from the internet service provider (ISP). Many business and public WIFI providers change addresses on a regular basis, the connection fails. It is best to configure the wireless device to accept a dynamic IP address that changes when the network is reset.

1. Right-click the network icon, and select Network and Sharing Center, and then select Change adapter settings in the left pane.
2. Right-click the wireless network connection and select Properties.
   
3. On the Wireless Network Connection Properties window's Networking tab, select the Internet Protocol Version 6 option, and then click Properties.
   
4. Select the Obtain an IPv6 address automatically and Obtain DNS server address automatically options, and then click OK. Repeat for Internet Protocol Version 4.
5. Return to the Wireless Network Connection Properties window on the Networking tab, select Configure. If there is a Power Management tab for this device, deselect the Allow the computer to turn off this device to save power option.
6. Restart the computer.

When setting up a connection to a wireless network, the computer saves the security information including the password. The computer retains a list of all the networks it has been connected to until you manually delete the entry. While your home network security password probably does not change, most businesses and public WIFI networks change passwords on a regular basis.

When the computer is within range of the network it attempts to automatically connect using the old security codes, and the connection fails. Even if you click on the network icon and manually select the network, it will use the old codes.

To delete the connection that has the wrong information and then establish a new connection to the wireless network, do the following:

1. Click the network icon in the system tray and select Open Network and Sharing Center. The graphic display indicates if there is or is not a connection.
   Figure : No Internet Connection

   
2. Click Manage Wireless Networks. Right-click the network that is not connecting properly, and select Remove network.
   
3. To establish a new connection to the wireless network, go back to the Network Sharing Center window, select Set up a connection to a network.
4. Select Manually connect to a wireless network, and click Next to continue.
   
5. Enter the required network security information. This is the information you used when you set up your home network.
   
   • Network Name (SSID)
   • Security type (WEP and WAP are common types)
   • Encryption type (Additional feature of some types of security)
   • Security key or passphrase
   • Start this connection automatically Select this option if you want the computer to automatically logon when it is in range of the wireless network.
6. To verify the wireless connection is complete, click the available network icon to display a list of available wireless networks.
   

Windows 7 has several diagnostic tools that can repair network connection problems. To check the network and internet connections, click the wireless network icon and select the Network and Sharing Center option.

In this example, the Network and Sharing Center Display icons show a problem with the network connection, and no connection to the internet. Double-click any of the icons to view additional information and click the links for any automated tests and repair actions.

If you have multiple problems, connect the computer temporarily to the network with a network cable to run Microsoft Troubleshooters and Windows Update. You should also run the HP Support Assistantto perform diagnostic tests and install all available updated drivers and programs.

• Run Microsoft Troubleshooters to diagnose the problem with your network connection.
  Click Start, enter troubleshoot in the search field, and select Troubleshooting from the list.

  

  Under Network and Internet, click Internet Connections to resolve problems you may have connecting to the internet.

  
• Run Windows Update to download the latest Microsoft drivers and programs.
  Click Start, right-click Computer, and select Properties. Then click ^{Windows Update} in the left panel.

  
• Run HP Support Assistant to diagnose a problem with your network connection.
  Click Start, click Help and Support, select Troubleshoot, and then select Network and Internet Connectivity.

  

If you have intermittent connection problems, install the latest updated wireless network device drivers.

note:

If you do not have a wireless internet connection, you can connect the computer temporarily to the network with a network cable. If you do not have a wired internet connection, use another computer to access the HP Software & Driver Downloads web site to find the drivers for the wireless device and the ethernet chipset. Download the drivers to an external drive and install them on the computer with the connection problem.

It is highly recommended that you use the latest drivers for your OS. However, if you have changed OS, either upgraded or downgraded, and you are having problems with intermittent connections perform the following:

1. Click Start, type system in the search bar, and select System Information from the listing.
2. Click Components > Network > Adapter to locate Ethernet adapter manufacturer.
   
3. Go the HP Website and click Support and Drivers.
4. Enter the Product Name and Number and click Search.
5. If a driver is not available or not downloadable for your device, go to the manufacturer's website and download the latest drivers available.

If there is no network or internet connection, look at the network icons in the system tray. If there is no network icon in the system tray, or if the Network and Sharing Center does not list both a wired Ethernet connection and a wireless connection, and before installing new drivers, use the Device Manager to check for a problem with the network drivers.

1. Click Start, type device manager in the search field, and select Device Manager from the listing.
2. Double-click Network Adapters to expand the device list.
   If wireless network devices are not displayed, unplug the Ethernet network cable, and turn on the wireless device. The devices should now display.

   Some Devices are Not Shown When Wireless is Off

   Wireless Device Turned Off

   Wireless Device Turned On

3. Identify issues with the wireless WiFi Adapter, and an Ethernet Controller drivers.
   • If the wireless device quits working after awakening from Sleep or Hibernate, install the updated chip set and wireless device drivers.
   • If network device is displayed, turn the wireless device switch on.
   • If a wireless network device is missing when the wireless device switch is turned on, use the Recovery Manager to reinstall the original device drivers, or use the HP Support Assistant to perform a tune up and install all the recommended updates.
   • If the wireless device quits working when the computer is idle, the Power Management profile may be turning off the device to save power. Right-click the device, select Properties, and on the Power Management tab, de-select the option to turn off the device to save power.
   • If a device has a down arrow on the icon indicating that the device has been disabled, then right click on the device and select Enable.
   • If a device has an icon indicating a problem with the driver, right-click the device and select Uninstall. On the menu select Action and then select Scan for hardware changes and allow it to automatically search the internet for the latest driver software, and then reinstall the device drivers.

A wireless network router has a limited broadcast range. The further the computer is from the router, the weaker the broadcast signal. Solid objects, such as walls, metal furniture, and electrical appliances may interfere with the signal and decrease the usable range.

For testing purposes, move the computer closer to the router and minimize interference from electrical devices. If testing the connection with the computer near to the router proves that the wireless connection is working, you can move the computer to determine the range of the connection.

Check for the presence of the following electrical devices:

• 2.4 GHz cordless phones
• Microwave ovens
• Electrical parameter fences
• Electrical transformers near the router
• Security systems
• Other wireless network transmitters near the router

Pressing the wireless key or button from the computer does not enable wireless and only offers the option to open HP wireless software. Options to enable wireless networking do not appear in Windows Mobility Center. Options to enable wireless and bluetooth are disabled and not able to be selected from HP wireless software: HP Wireless Assistant or HP Connection Manager.

To enable these options in the wireless software, press the wireless key or button on your computer one (more) time. The options become available in the software. Enable wireless using Windows Mobility Center, HP Wireless Assistant, or HP Connection Manager and then close the software. The wireless key or button on your computer now works as expected.