HP Customer Support - Knowledge Base




  • Information

    Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

    Create an HP account today!

     Connect with HP support faster, manage all of your devices in one place, view warranty information and more. Learn more​



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:
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.

Decide if it is a network or internet issue

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.

Wireless device turned off or disabled

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.

IP addresses are changed

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.

Static IP used instead of Dynamic IP

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.

Security key is changed

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.

Use Windows and HP troubleshooting diagnostic programs

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.
Figure : Windows 7 Network and Sharing Center Display
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.

Install updated network drivers for better performance

If you have intermittent connection problems, install the latest updated wireless network device drivers.
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.
The original factory image of the HP computer has the required drivers for the built-in wireless network device and the HP Wireless Assistant. If you have changed the operating system (OS), download and install the latest version of the wireless network device driver and the HP Wireless Assistant for your model and OS.
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.

Check status of the wireless network adapter in Device Manager

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

Move the computer closer to the router to minimize interference

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

Cannot enable wireless

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.
Figure : Example: Wireless options disabled
Windows of wireless software showing options disabled






Country/Region: Flag Serbia