hp-support-head-portlet

Actions
Loading...

Welcome to HP Customer Support

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...
  • Information
    HP fraudulent caller alert - protect yourself from scams

    Learn what to do if you are contacted by fraudulent callers posing as HP representatives. This could be a scam; do not provide any personal information.

    View article

hp-concentra-wrapper-portlet

Actions
Loading...

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

This document applies to 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.
Certain troubleshooting steps require that you have access to the Internet using a wired network connection or a second computer or device.
  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.
Recommended: Use the HP Guided Solution
Let us guide you through the solution (in English).
OR follow the steps below.
Step 1: 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. Using the search box on the taskbar, 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.
    Figure : Update driver
    Update driver  selection
  3. Click Search automatically for updated driver software.
    Figure : Update Driver Software window
    Update Driver Software window
  4. If an updated driver is found, follow the instructions to install it.
  5. Try to connect to the Internet.
If the problem persists, continue to the next step.
Step 2: Use automatic troubleshooting
Tools by HP or Microsoft can be used to automatically test and fix a large variety of wireless conditions. If your HP computer originally came with Windows 8, use HP Support Assistant, as it is specifically designed for HP computers. If your computer does not have HP Support Assistant, use the automated troubleshooter included with Windows 10.
Step 3: 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 PC.
  2. If your network includes a wireless router, wireless gateway, or wireless modem/router combination, disconnect the power cord from the router.
    Figure : Disconnecting 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 lights come on and reflect normal Internet and PC activity. If the lights on the broadband modem indicate a problem, refer to 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 Performing a Hard Reset or Forced Reset at this time.
  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, 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.
If the problem persists, continue to the next step.
Step 4: Reinstall the wireless network adapter driver
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 one of the following sections to reinstall your wireless adapter.
Step 5: 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.
Step 6: 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. Using the search box on the taskbar, search for and open Create a restore point.
    The System Properties window displays.
  2. Click Create.
    Figure : Create selection
    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. Using the search box on the taskbar, search for Command Prompt. In the results list, right-click Command Prompt, and then click Run as administrator.
    If a User Account Control screen displays asking if you want to allow the app to make changes to your computer, click Yes.
    Figure : Opening a Command Prompt as Administrator
    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
    Figure : Typing commands in Command Prompt
    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.
    Figure : Settings are disabled except Receive-Side Scaling State
    Settings are disabled except Receive-Side Scaling State
  8. Close Command Prompt, reboot the system, and then try to connect to the Internet.
If the issue persists, continue to the next step.
Step 7: 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.
Step 8: 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.

hp-feedback-input-portlet

Actions
Loading...

hp-online-communities-portlet

Actions
Loading...

Ask the community!


Support Forum

Support Forum

Join the conversation! Find Solutions, ask questions, and share advice with other HP product owners. Visit now


hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country: Flag United States

hp-detect-load-my-device-portlet

Actions
Loading...