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.
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HP PCs - Advanced Wireless Network and Internet Troubleshooting (Windows 10)
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.
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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.
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In Windows, search for and open Device Manager.
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Double-click Network adapters.
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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.
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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.
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In the Device Manager window, make sure to highlight Network adapters.
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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.
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After the network adapter name displays in Device Manager, close Device Manager and restart the computer.
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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.
Get driver updates using Windows Update
Update a wireless network driver using Windows Update.
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In Windows, search for and open Windows Update settings.
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In the Windows Update window, click Check for updates.If there are any available updates, they begin installing automatically.
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After updates complete, try to connect to the Internet.
If the problem persists after updating the driver, continue to the next step.
Install updated Wireless LAN Driver using Device Manager
Use Device Manager to find the latest WLAN driver.
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In Windows, search for and open Device Manager.
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Double-click Network adapters, right-click the name of the wireless adapter, and then select Update driver.
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Click Search automatically for updated driver software.
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If an updated driver is found, follow any on-screen instructions to install it.
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If Device Manager does not find an updated driver, you can check the wireless adapter manufacturer's website. In Device Manager, right-click the name of the adapter, and then click Properties.
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Click the Driver tab. Make a note of the driver provider, date, and version.
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Check the driver provider's website for an updated driver, and then install it, if available.
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After the update completes, try to connect to the Internet.
If the problem persists after updating the driver, continue to the next section.
Get driver updates from other sites
Other websites might provide driver updates for your exact model of wireless hardware. If you cannot find an updated driver from HP, a more updated version might be available from the Internet.
caution:HP does not control and is not responsible for information outside of the HP website. While there are many reputable sites that provide drivers, some sites might be malicious. Download software only from sites you know and trust.
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In Windows, search for and open Device Manager.
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Double-click Network adapters, right-click the name of the wireless adapter, and then select Properties.
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Click the Driver tab. Make a note of the driver provider, date, and version.
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Visit the driver provider's website to look for an updated driver. You can find the website by searching the Internet using the driver provider's name.
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If you cannot find an updated driver on the driver provider website or you cannot find the provider's website, click the Details tab in Device Manager.
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Select Hardware Ids from the Property drop-down menu, right-click the first hardware device ID in the list, and then select Copy. You can then paste the hardware ID into an Internet search page to find sites that host the drivers.
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If an updated driver is found, follow the instructions to install it. Otherwise, use another method to find and update the driver or go to the next step to continue troubleshooting.
caution:
HP does not control and is not responsible for information outside of the HP website. Download software only from sites you know and trust. -
After the update completes, try to connect to the Internet.
If the problem persists after updating the driver, continue to the next step.
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.
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In Windows, search for and open Create a restore point.
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On the System Properties window, click Create.
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Type a name for the restore point, and then click Create.Windows creates the restore point.
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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.
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Type the following commands one at a time, pressing Enter after each one:
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netsh int tcp set heuristics disabled
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netsh int tcp set global autotuninglevel=disabled
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netsh int tcp set global rss=enabled
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To open the TCP Global Settings, type netsh int tcp show global in Command Prompt, and then press Enter.
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Make sure all settings are disabled except Receive-Side Scaling State.
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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.
Configure wireless power options (cannot connect after returning from sleep mode)
Most wireless devices can be turned off by the system to save power. In some sleep scenarios, the device might not wake properly when the system returns from sleep or hibernate. To prevent this from happening, adjust the power management settings for the wireless adapter.
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In Windows, search for and open Device Manager.
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Double-click Network Adapters to expand the list, right-click the wireless (Wi-Fi) adapter in the list, and then select Properties.
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Click the Power Management tab.
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Deselect Allow the computer to turn off this device to save power, and then click OK.
Additional support options
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