Fixing internet connectivity problems on HP laptops

This guide explains how to troubleshoot poor or inconsistent Wi-Fi connectivity on HP laptops and desktops that use an Intel AC wireless adapter.

Affected products

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The issue can affect any HP laptop or desktop computer that features an Intel AC Wi-Fi adapter. The issue most commonly affects models that use the Intel AC 3160 adapter.

You can check if your laptop or desktop uses this adapter from the Windows Device Manager:

1.

From the Start screen or Start Menu, type in Device Manager.

2.

Click on Device Manager from the list of results.

3.

When Device Manager opens, click the button next to Network Adapters to view the adapters on your system.

4.

Check if Intel AC 3160 is listed.

Symptoms

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This issue can cause one or more of following problems on the affected computer:

  • The computer disconnects from a Wi-Fi network at random
  • The computer is unable to find or connect to Wi-Fi networks
  • The Wi-Fi connection shows a 'limited' status

Other devices connected to the same Wi-Fi network will continue to operate normally - only the affected PC will have the problems above.

Cause

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The laptop might have an out of date device driver installed, which needs to be updated.

A device driver is a program that controls a particular component inside your computer, and old or out of date drivers can cause issues.

Solution

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To fix the issue, you can download the latest version of the driver software for your computer. You can get this from the HP support website, or directly from Intel (the Intel website has the latest version, but it might not have been tested by HP for compatibility). We list both below:

From HP

1.

Go to the HP Support Site, and search for your computer make and model.

2.

Look for the Intel AC 3160 drivers on the support page for your computer.

3.

Download the software to your computer for the version of Windows on your computer.

4.

Run the software and follow the on screen instructions to update to the latest version of the device driver.

From Intel

1.

Go to the Intel website.

2.

Click on the link that matches the version of Windows installed on the PC.

3.

Download the new driver.

4.

Run the software, and follow the on screen instructions. Once installed, restart the PC.

Change the wireless mode

If you're still having connectivity issues after updating the device drivers, you can try changing the wireless mode:

1.

From the Start screen or Start Menu, search for Device Manager. Click on the Device Manager search result to open it.

2.

In Device Manager, click the button next to Network Adapters to view the adapters on your system.

3.

Double-click on the Intel AC 3160 Wi-Fi adapter.

4.

Click on the Advanced tab at the top.

5.

Click the Wireless modeRadio Mode, or Wifi mode drop down menu, and change it to b/g or b/g only.

6.

Click OK.

7.

Close Device Manager.

Hopefully you're all sorted, but if you need more help, you can get in touch here to speak with one of our experts from Team Knowhow.

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