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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.

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.
In Windows, search for and open Device Manager.
Double-click Network adapters.
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.
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.
In the Device Manager window, make sure to highlight Network adapters.
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.
After the network adapter name displays in Device Manager, close Device Manager and restart the computer.
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.

In Windows, search for and open Windows Update settings.
In the Windows Update window, click Check for updates.

If there are any available updates, they begin installing automatically.
After updates complete, try to connect to the Internet.

If the problem persists after updating the driver, continue to the next step.

Get driver updates from HP

HP might have a more current version of the wireless driver than the one you are using. To check for updated drivers, go to the HP Software and Driver Downloads page. If a Let's identify your product to get started page displays, select your computer type, type the model name of your computer, and then click Submit. The product support page opens.

In many cases, the wireless driver is part of a driver package for your motherboard called a chipset. When visiting the HP website, look for a wireless driver first, and then the chipset if a wireless adapter driver is not available. If you need more information, read the details for the software downloads that are available. After you find the driver you are looking for, click the category name, and then click Download.

If your computer currently does not have access to the Internet, use another computer with Internet access to download and install the wireless driver softpaq to a USB storage device. You can then connect the storage device to a USB port on your computer and open the softpaq file that was downloaded to update your driver or chipset.

For more information about downloading software, see Downloading or Updating Software and Drivers for HP Computers.

Install any available wireless driver or chipset updates, and then try connecting to the Internet. If the problem persists after updating the driver, continue to the next section.

Install updated Wireless LAN Driver using Device Manager

Use Device Manager to find the latest WLAN driver.

In Windows, search for and open Device Manager.
Double-click Network adapters, right-click the name of the wireless adapter, and then select Update driver.
Click Search automatically for updated driver software.
If an updated driver is found, follow any on-screen instructions to install it.
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.
Click the Driver tab. Make a note of the driver provider, date, and version.
Check the driver provider's website for an updated driver, and then install it, if available.
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.

In Windows, search for and open Device Manager.
Double-click Network adapters, right-click the name of the wireless adapter, and then select Properties.
Click the Driver tab. Make a note of the driver provider, date, and version.
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.
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.
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.
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.

In Windows, search for and open Create a restore point.
On the System Properties window, click Create.
Type a name for the restore point, and then click Create.

Windows creates the restore point.
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.
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
To open the TCP Global Settings, type netsh int tcp show global in Command Prompt, and then press Enter.
Make sure all settings are disabled except Receive-Side Scaling State.
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.

Change your wireless environment

Environment can greatly impact the effectiveness of your wireless network. Review the following conditions and recommended actions to improve your wireless networking experience.

Issue	Recommended action
Placing the computer farther from the router can weaken the broadcast signal.	Move the computer and router closer to each other. If you have a notebook computer, move the computer to several locations within your environment while looking at the signal strength indicator in the lower right corner of the Windows desktop. Choose a location where signal strength is strong.
Solid objects, such as walls, metal furniture, and electrical appliances, might decrease the range or block connections.	If possible, remove metal objects that are between the router and computer or nearby. Move the computer or router to a location where there are fewer solid objects between the two.
Using multiple devices on your network can decrease performance.	Limit the number of devices that use the network at the same time, especially when watching videos streamed from the Internet.

If you find that the wireless connection is still weak or has trouble connecting after changing the wireless environment, consider purchasing a different antenna for your router or set up another router as a signal repeater.

Restore BIOS to default settings

If other devices can connect to your wireless network, but your computer cannot connect, a BIOS setting might be the cause of the problem. Use the section that matches your type of computer for specific BIOS reset steps.

Notebook PCs

To restore BIOS settings for HP notebook computers, follow these steps.

Restart your notebook.
After the computer restarts, press F10 repeatedly until the BIOS menu displays.

note:
BIOS configurations vary, depending on computer model. For more information about accessing and navigating the BIOS menu, refer to the documentation for your computer model.
When the BIOS menu displays, press F9 to restore factory defaults.
Select Yes to confirm.
Press F10 to save changes and exit.
Select Yes to confirm.

The computer restarts using the default settings.

Desktops and All-in-One PCs

To restore BIOS settings for HP desktop and All-in-One computers, follow these steps.

Restart your computer.
During startup, press F10 repeatedly until the BIOS menu displays.

note:
BIOS configurations vary, depending on computer model. For more information about accessing and navigating the BIOS menu, refer to the documentation for your computer model.
In the File tab, select Apply Defaults and Exit
Select Yes to confirm.

The computer restarts using the default settings.

Reset your router settings

Your wireless router has settings stored in firmware that might interfere with your computer's ability to connect or perform well (channel selection and band, for example). Resetting the firmware settings on your router and re-establishing connections for all the devices that use the router can fix wireless-related issues.

Use the following steps as a general guideline, but refer to the documentation that came with your router for detailed instructions or in the event these steps do not work for your router.

Connect your computer to the router using a supported network cable.

Open an Internet browser and enter the default IP addresses for your router into the browser URL address field.

note:
These default IP addresses, names and passwords are provided for informational purposes only and might not work with your router model. If this information does not allow you to log in to your router setup page, refer to the User Guide that came with your router.

Country	Router Brand Name	Router IP Address	User Name(s)	Password(s)
U.S.	Belkin (website, in English)	http://192.168.2.1	no user name required, or admin	no password required
U.S.	D-Link (website, in English)	http://192.168.0.1	admin, or user	no password required, or admin
U.S.	Linksys (website, in English)	http://192.168.1.1	admin, no user name required, or Comcast	admin, no password required, or 1234
U.S.	Netgear (website, in English)	http://192.168.0.1	admin	password, 1234, or setup
Italy	Huawei mobile routers (with SIM) (website)	http://192.168.1.1	admin	admin
Italy	Vodafone mobile stations (website)	http://vodafone.station	vodafone	vodafone
Italy	Cisco (website)	http://192.168.1.1	-	-
Netherlands	(KPN) Experia Box v8 (website)	http://192.168.2.254	KPN	geen
Netherlands	(KPN) Experia Box v9 (website)	http://192.168.2.254	KPN	geen
Netherlands	(KPN) Experia Box v10 (website)	http://192.168.2.254	admin	1234
Netherlands	Comtrend VI-3223u (website)	http://10.0.0.1	1234, admin, unknown, or root	1234, admin, unknown, or root
Netherlands	Technicolor TG789bvn (website)	http://192.168.1.1	user	unknown
Netherlands	Ubee EVW3210 (website)	http://192.168.178.1	ziggo	draadloos
Netherlands	Ubee EVW3226 (website)	http://192.168.0.1	admin	admin
Russia	TP-Link (website)	http://192.168.1.1	admin	admin
Russia	Zyxel (website)	http://192.168.1.1	admin	1234
Germany	Arcor / Vodafone EasyBox (website)	http://192.168.2.2	root	123456
Germany	Fritz!Box (AVM) (website)	http://192.168.178.1	admin	admin
Germany	Speedport (Deutsche Telekom) (website)	http://192.168.2.1	-	OOOO
Germany	TP-Link (website)	http://192.168.1.1 or http://192.168.0.1	admin	admin
Germany	Technicolor (website)	http://192.168.0.1	admin	passwort
Germany	Ubee	http://192.168.2.1	admin	passwort
Germany	Zyxel (website)	http://192.168.1.1	admin	1234
Turkey	Airties (website)	http://192.168.2.1	-	-
Turkey	Pikatel	http://192.168.1.1	admin or DSL	password or DSL
Turkey	Zyxel (website)	http://192.168.1.1	admin	1234
Turkey	Inca (website)	http://192.168.1.1	admin	admin, 1234, password, or epicrouter
Turkey	Netmaster (website)	http://192.168.0.1	admin	password
UK/Ireland	TalkTalk (Huawei routers) (website)	http://192.168.1.1	admin	admin
UK/Ireland	Eircom (Zyxel routers) (website)	http://192.168.1.1.254	admin	(Password is printed on router label)
UK/Ireland	UPC (Cisco routers) (website)	http://192.168.0.1	-	admin
UK/Ireland	BT (BT Hub) (website)	http://192.168.1.1 or http://192.168.1.2	admin	password or admin
UK/Ireland	Virgin (Virgin Superhub) (website)	http://192.168.0.1	admin	(Password is printed on router label)
UK/Ireland	Sky (Sky Box) (website)	http://192.168.0.1	admin	sky
UK/Ireland	Plusnet (Plusnet routers) (website)	http://192.168.1.254	admin	(Password is printed on router label)
UK/Ireland	EE (Brightbox) (website)	http://192.168.1.1	admin	(Password is printed on router label)

Enter a user name and/or password.
When you have administrator access to the router, change the default name (or SSID) of the router.
Set up Wi-Fi Protected Access (WPA) or wireless encryption (WEP), to prevent other computers from connecting to your home network.
Enter a network access password, sometimes called a passphrase. Make sure to pick a password that is easy to remember.

Change the channel band selection on your router (improve performance)

If your computer can connect to the wireless router but performance is poor or the connection drops, changing the wireless channel band might help. Changing the wireless channel works best for 2.4 GHz routers and environments with lots of wireless network activity, such as apartment buildings.

The steps you need to change the wireless channel depend on the brand and model of wireless router you are using. You can use the following general steps to change the channels for most of the popular wireless routers. If these steps do not work, refer to the user guide that came with your router.

Connect your computer directly to the router using a supported network cable.

Open an Internet browser and enter the default IP addresses for your router into the browser URL address field.

note:
These default IP addresses, names and passwords are provided for informational purposes only and might not work with your router model. If this information does not allow you to log in to your router setup page, refer to the User Guide that came with your router.

Country	Router Brand Name	Router IP Address	User Name(s)	Password(s)
U.S.	Belkin (website, in English)	http://192.168.2.1	no user name required, or admin	no password required
U.S.	D-Link (website, in English)	http://192.168.0.1	admin, or user	no password required, or admin
U.S.	Linksys (website, in English)	http://192.168.1.1	admin, no user name required, or Comcast	admin, no password required, or 1234
U.S.	Netgear (website, in English)	http://192.168.0.1	admin	password, 1234, or setup
Italy	Huawei mobile routers (with SIM) (website)	http://192.168.1.1	admin	admin
Italy	Vodafone mobile stations (website)	http://vodafone.station	vodafone	vodafone
Italy	Cisco (website)	http://192.168.1.1	-	-
Netherlands	(KPN) Experia Box v8 (website)	http://192.168.2.254	KPN	geen
Netherlands	(KPN) Experia Box v9 (website)	http://192.168.2.254	KPN	geen
Netherlands	(KPN) Experia Box v10 (website)	http://192.168.2.254	admin	1234
Netherlands	Comtrend VI-3223u (website)	http://10.0.0.1	1234, admin, unknown, or root	1234, admin, unknown, or root
Netherlands	Technicolor TG789bvn (website)	http://192.168.1.1	user	unknown
Netherlands	Ubee EVW3210 (website)	http://192.168.178.1	ziggo	draadloos
Netherlands	Ubee EVW3226 (website)	http://192.168.0.1	admin	admin
Russia	TP-Link (website)	http://192.168.1.1	admin	admin
Russia	Zyxel (website)	http://192.168.1.1	admin	1234
Germany	Arcor / Vodafone EasyBox (website)	http://192.168.2.2	root	123456
Germany	Fritz!Box (AVM) (website)	http://192.168.178.1	admin	admin
Germany	Speedport (Deutsche Telekom) (website)	http://192.168.2.1	-	OOOO
Germany	TP-Link (website)	http://192.168.1.1 or http://192.168.0.1	admin	admin
Germany	Technicolor (website)	http://192.168.0.1	admin	passwort
Germany	Ubee	http://192.168.2.1	admin	passwort
Germany	Zyxel (website)	http://192.168.1.1	admin	1234
Turkey	Airties (website)	http://192.168.2.1	-	-
Turkey	Pikatel	http://192.168.1.1	admin or DSL	password or DSL
Turkey	Zyxel (website)	http://192.168.1.1	admin	1234
Turkey	Inca (website)	http://192.168.1.1	admin	admin, 1234, password, or epicrouter
Turkey	Netmaster (website)	http://192.168.0.1	admin	password
UK/Ireland	TalkTalk (Huawei routers) (website)	http://192.168.1.1	admin	admin
UK/Ireland	Eircom (Zyxel routers) (website)	http://192.168.1.1.254	admin	(Password is printed on router label)
UK/Ireland	UPC (Cisco routers) (website)	http://192.168.0.1	-	admin
UK/Ireland	BT (BT Hub) (website)	http://192.168.1.1 or http://192.168.1.2	admin	password or admin
UK/Ireland	Virgin (Virgin Superhub) (website)	http://192.168.0.1	admin	(Password is printed on router label)
UK/Ireland	Sky (Sky Box) (website)	http://192.168.0.1	admin	sky
UK/Ireland	Plusnet (Plusnet routers) (website)	http://192.168.1.254	admin	(Password is printed on router label)
UK/Ireland	EE (Brightbox) (website)	http://192.168.1.1	admin	(Password is printed on router label)

Enter a user name or password.
Scan through the setup pages on the web form to find the channel selection settings.
Write down the name of the channel your router is currently using in case you need to change it back.
Select another number and save your settings. For example, if the channel is set to 6, select channel 1 and save.
Test your wireless devices on your network to see if performance has improved. If not, you can repeat these steps and try another channel until you find one that works well.

Update the router firmware to troubleshoot a network connection

Outdated firmware might affect performance, security, or prevent the router from accessing the Internet or certain websites. Log in to the configuration menu for the router (as was done in the previous section) and use the menu to update the router firmware. Consult the user guide that came with your router for information on how to perform a firmware update. Connect the computer directly to the router using its network cable when doing the firmware update.

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.

In Windows, search for and open Device Manager.
Double-click Network Adapters to expand the list, right-click the wireless (Wi-Fi) adapter in the list, and then select Properties.
Click the Power Management tab.
Deselect Allow the computer to turn off this device to save power, and then click OK.

Reset the computer

Microsoft provides a reset feature that repairs your computer by reinstalling the operating system. Before using this option, make sure you back up all your important files. For more information, see Resetting Your Computer (Windows 10).

Repair or replace the wireless adapter

If you have tried the actions in this document and cannot establish a connection or the wireless connection continues to perform poorly, your wireless adapter card might need to be reseated or replaced. Service the computer to replace or repair the wireless adapter hardware.