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HP Desktop and Notebook PCs - Solving Setup and Internet Connection Issues on a WLAN, Wireless or Wi-Fi Network with Windows 7
This document pertains to HP Notebook and Desktop PCs with Windows 7.
Read this document if you are having trouble setting up a new connection to a home wireless network or public WIFI network. This document assumes that you have configured all the required wireless components, and that you have successfully set up a home wireless network. However, there now is a problem connecting a computer to the wireless network.
If the computer has a different operating system, or it has been connected wirelessly to the network and the internet, but it suddenly looses the connection, see one of the documents on Troubleshoot a Lost Internet or E-mail Connection on a Wireless Network in the See also section.
Decide where to start the troubleshooting activities
The first troubleshooting step is to identify the symptoms to determine if the problem is with the computer's network connection or with the network's internet. To open Windows 7 Networking and Sharing Center, do the following:
Click Start , enter Network and Sharing Center in the search field and press the Enter key.
Use the following tables to identify the network status graphic displayed in the Network and Sharing Center, and use the following tables to perform the required Corrective Actions.
PC Cannot Connect to the Network
Network Cannot Connect to the Internet
No Network Available or Not Connected
Run the Windows 7 diagnostic tool
Windows 7 monitors the network and internet connections. If Windows 7 detects a problem, it displays a OK to allow Windows 7 to diagnose the problems and restore the connection.or message, and prompts you for permission to diagnose the problem. Click
Figure 1: Detecting problems
If the Windows 7 Diagnostic Tool doesn't solve connection problems, return to the Wireless Network Troubleshooting Table and perform another repair action.
Restart the modem, network router, and computer
When a computer establishes a connection with a router or with the internet, it uses several IP addresses to manage the communication. If the electrical power to the computer, or the router, or the internet service from the ISP is interrupted momentarily, the IP address may change and disrupt the connections. The LED lights on the equipment may indicate that a connection exists, but all of the IP addresses may not agree.
To reset the power to the modem, the router, and the computer to establish the proper IP addresses, do the following:
If the above steps do not resolve the issue, continue with the following steps. If they do not resolve the connection to the internet problem, you should contact your ISP to get help with troubleshooting your modem and ISP setup.
Verify the wireless network device is turned on
There are different ways to check the status of the wireless network and turn the wireless device on and off. If you use one of the methods to turn off your network device, you should use the same method to turn it back on.
Turn on device using the power switch
Most notebooks have a switch or button on the case that sends power to the Bluetooth and wireless network devices. The wireless button or switch is usually located in one of three places:
An indicator light glows blue when the Bluetooth or WiFi communication devices are turned on. If the computer has both Bluetooth and WiFi and one of them is turned off or the device is disabled, the light glows amber. The indicator light does not glow at all when power to the device is turned off. Use the HP Wireless Assistant software to enable or disable the individual wireless functions.
Turn on device using HP Wireless Assistant
You can check the status of the wireless network
Wireless devices can be turned on and off using the HP Wireless Assistant. This tool is designed to control the wireless LAN and Bluetooth devices individually. The wireless LAN can be turned on while the Bluetooth is turned off, or vice versa.
The action of the HP Wireless Assistant control is independent of the wireless device power switch. It is possible for the wireless device LED to glow blue because power is being sent to the device, although the device is turned off. By default, the HP Wireless Assistant is configured to display a wireless icon, either On , or Off in the Windows system tray. However, the computer can be set to not display in the icons in the system tray.
HP recommends that the HP Wireless Assistant be configured to display the icons as follows.
You can now monitor the network at a glance by checking the wireless power LED , the wireless LAN device icon , and the network connection icon .
NOTE: If the HP Wireless Assistant is not installed, it is available in the Network drivers section of the Support & Drivers page on hp.com.
Turn on device using Windows Mobility Center
If you do not have HP Wireless Assistant installed on your computer and you do not want to install it, you can use the Windows Mobility Center to turn wireless devices on and off. Windows Mobility Center only allows all wireless devices to be turned on or off—wireless LAN and Bluetooth devices cannot be turned off individually, as they can when using HP Wireless Assistant.
The action of the Windows Mobility Center control is independent of the wireless device power switch. It is possible for the wireless device LED to glow blue because power is being sent to the device, although the device is turned off.
To verify the status of the installed wireless devices, follow the steps below.
Verify the wireless network device is enabled
Once you have verified that there is power available to the wireless device, verify that the device is enabled to send and receive signals.
Enable the wireless network connection using the Windows Network and Sharing Center
The connection to a wired or wireless network can be disabled or enabled. To verify the status, do the following:
Enable the wireless network connection using the HP Wireless Assistant
If connection to the network will not enable using the Windows Network and Sharing Center, or if it enables, but will not connect, use the HP Wireless Assistant to enable the wireless adapter.
To verify the status and enable, do the following:
The wireless adapter should now be enabled.
Verify the current network settings
If you connect the computer to multiple home or business or public WIFI networks, the computer may be automatically trying to connect to the wrong network or use the wrong security settings.
Connect the computer to the desired network
When the computer detects a previously connected wireless network, it will attempt to re-establish the connection. The connection may not be to the network you want. You can specify what sequence the computer should use when multiple wireless networks are detected. Periodically, you may want to manually remove old or unused networks from the list of connections.
To determine what network the PC is connect to, or to select a different network, do the following:
Manually re-establish the network connection
One common cause for a lost network or internet connection is the momentary interruption of power to a router or a modem, which causes a break in the signal from the ISP. To resolve this problem and establish a new IP address, disconnect the notebook from the network and open the Network Connection Center to manually establish a new wireless connection with the proper password and key index.
Before performing this method, verify that the wireless device is turned on and the network indicator light is glowing blue.
Use the following steps to disconnect from a wireless network, and then search for and manually re-establish a connection to the desired wireless network.
At this point, there should be a good connection between your notebook and the network's wireless router. Depending on your setup, you should have access to other computers and devices on the network, and have access to the internet. If no wireless connection icon displays, the software driver is either missing or corrupt. See Reinstall WLAN Driver for details on how to correct this problem.
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.
To extend the usable range of the wireless network router, consider purchasing a different antenna from the router manufacturer, or use a signal repeater.
Test the individual components
Since this document addresses problems while setting up a new home wireless network, it may be helpful to test the individual components by temporarily connecting the computer to the components with a network cable, or installing updated drivers.
Connect the computer directly to the network router
You can determine if there is a problem with the wireless router on a network by connecting the computer directly to the network router using an Ethernet cable. If you cannot connect to the network wirelessly, but if you can see other devices on the network and access the internet with the wired connection, there may be a problem with the wireless device in the computer.
On the other hand, it may be a problem with an incorrect IP address or a security passphrase. It may be necessary to turn the computer's wireless network device on or off during the testing to verify that the router is set up with the correct name (SSID), security password, and network key.
If the above steps do not resolve the issue, try using a different Ethernet cable. If that does not work, see Resolving Broadband Internet Connection Problems (Windows 7) for more troubleshooting ideas.
Connect the computer directly to the modem
By connecting the computer directly to the ISP or DSL modem using an Ethernet cable, you will determine if a signal is being received from the internet service provider (ISP). Open a browser and access any web site. If another computer is available, connect it directly to the modem to verify that it can connect.
Install updated WLAN Driver and BIOS
If no wireless connection icon displays within 15 to 30 seconds after enabling the wireless network, or if an error message displays, or if the wireless device driver is not shown in the Device Manager, the software driver may be corrupt. To resolve this problem, download and install the latest drivers and BIOS from the HP web site. While a driver can be accidently deleted one time, if the driver disappears from the Device Manager more than once, contact HP for technical support.
To get the updated wireless LAN adapter drivers and latest version of the BIOS for your notebook PC, go to the HP Drivers and Downloads page and search for updated drivers. You will need to know the exact model number or product number for your computer. Be sure to select the correct operating system.
If you cannot connect your computer to the internet, you can use another computer to connect to the internet and search for drivers. When downloading the files, use the Save option—not the Run option—to download the drivers to a memory stick, flash drive, a CD/DVD disc, or other portable media.
If the wireless adapter that you are using was purchased separately, consult the manufacturer's web site for the latest software.
Advanced network and internet connection issues
If the computer did connect to the wireless network at some time in the past, but now cannot connect to the wireless network router or to the ISP or DSL modem, and you have performed all of the previous troubleshooting actions, perform the following actions, and if necessary, contact HP for technical assistance.
Select a high performance Power Plan for the battery
If your wireless connection suddenly stops working when your notebook is operating on battery power, you may want to disable some of the power saver settings.
Notebooks use power settings to balance computer performance and battery life. If the power option is set to lower power setting to maximize battery life, it will reduce power to the network adapter. You should set the Power Output settings to 100% (maximum performance) for both battery power and when plugged into the AC power adapter. Follow the steps below to verify the correct settings:
Close the Device Manager, restart the notebook PC and attempt to reconnect to the wireless network.
Disable wireless device power management options
Most wireless devices can be configured to turn off power to reduce the power drain on the battery. This is usually not a problem when the notebook is connected to an AC power adapter. However, when operating on battery power, the adapter can be turned off to save power. To disable this power setting, do the following steps.
Close the Device Manager, restart the notebook PC, and attempt to reconnect to the wireless network.
Reset and reconfigure the router
If you have installed a new router, or made several changes to the router settings as you tried to resolve connection problems, you should reset the router to its factory condition and then run the manufacturer's setup program to configure the router. Use the following steps as a general guideline, but see the User Guide that came with the router for model-specific information.
NOTE: Most manufacturers allow you to reset the router to a default factory condition, and then provide a wizard to guide you through the complete installation and configuration process. To reset the router, disconnect the AC power and press the reset button on the back of the router.
Verify and update PC security
Computers may be damaged with spyware and viruses, which can be brought on by a lack of a firewall and anti-virus protection. See HP Notebook PCs - Improving the Performance of Your Notebook PC for more information on how to protect your computer from these threats.
Additionally, make sure that the firewall settings allow you to access the internet. Refer to the help file for your firewall for more information about its settings.
Perform a Microsoft System Restore
If you are unable to resolve the issue of a wireless connection that worked previously, but now is unable to connect, performing a system restore may be the final option. Microsoft System Restore, if set up to do so, will create restore points automatically and periodically. Use an existing System Restore point to return your system to the condition that it was in when the wireless connection worked. See HP Notebook PCs - Using Microsoft System Restore for more information.