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

This document is for HP computers using a wireless network (a router) with Windows 10.
Use the advanced troubleshooting steps in this document to resolve wireless Internet connection issues.

Step 1: 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. In Windows, 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 displays in the network adapters category.
    Confirm Device Uninstall with Uninstall highlighted
  6. In the Device Manager window, make sure to highlight Network adapters.
  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 2: 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.
note:
For computers running Windows 10 in S mode: Use Device Manager or Windows Update to check for updated software and drivers. For more information, see Frequently Asked Questions about Windows 10 in S Mode.

Step 3: 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. In Windows, search for and open Create a restore point.
  2. On the System Properties window, 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. In Windows, search for Command Prompt. In the results list, right-click Command Prompt, and then click Run as administrator.
    If a User Account Control message displays, 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 4: 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 5: 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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