This document pertains to HP Notebook PCs with Windows Vista.
Identify the specific wireless connection problem
It takes time to properly set up a wireless connection from a computer to a network, and to configure the network to connect to the internet. If you have any problems with either of the connections, this document provides a comprehensive, detailed list of network and internet connection methods. You should start by reviewing the table of network and internet symptoms, and then review all of the suggested corrective actions. Based on the actual problems on your computer, perform the actions that are described in detail in this document. You will most likely only need to perform a few of the tasks to resolve your specific problem(s).
When you set up the wireless connections, you performed the tasks in a specific order. If there is a problem, you should perform the troubleshooting steps in the order they are listed in this document.
Before you can decide where to start the troubleshooting activities, you must determine which of the wireless connections is not working (see table below):
|
These are two very different types of connection problems and they require different solutions. You must fix the connection from the PC to the network before you can fix the connection from the network to the internet.
To determine which wireless connection is not working, right-click the Wireless icon (
or
) in the System tray and select the
Network and Sharing Center
option.
Figure 1: Vista Network and Sharing Center Display
In this example, the graphic of the Windows Vista Network and Sharing Center shows a problem
with the network connection, and no connection
to the internet. Double-click any of the icons for additional information.
| NOTE: | If the PC has been connected to a network but now the wireless network icon has disappeared from the system tray and the wireless driver is not shown in the device manager, you should update to the latest BIOS, and if that does not solve the problem, contact HP support to determine if there is a known support issue with your computer model. |
Decide where to start the troubleshooting activities
To decide where to start the troubleshooting activities, select the graphic in the left column that resembles the Vista Network and Sharing Center display on your PC, and then perform the Corrective Actions listed in the right column.
| Vista Connection Conditions | Corrective Actions |
|---|
No Network Available
This graphic means that you have not set up your home wireless network, or you tried setting up a network, but the computer has never been able to connect. | This document does not provide information on how to set up a new wireless network.
Visit the
HP Technology Center
at www.hp.com/go/techcenter and use the tools to set up a network.
Or, open Help and Support
, select Troubleshooting Tools
, and launch the HP Home Network Center
to set up a network. |
PC Cannot Connect to Network
This graphic means that the computer had been connected to your home wireless network in the past, and it did have access to the internet, but suddenly it cannot connect to the home wireless network
or has a limited access
message. | Verify the wireless network device power switch is on
.
Verify the status of the wireless network device
.
Verify the wireless network device is enabled
.
Verify the computer is connected to the desired network
.
Verify the correct encryption and password are being used
.
Delete and re-establish the network connection
.
Minimize interference and move the computer closer to the router
.
Verify the wireless network device is enabled
.
Run the Vista diagnostic tool
.
Verify the AC and wireless device power settings
.
Disconnect from the network and manually re-connect to the desired network with the correct password and network key
.
Reset the power to the network router and the ISP or DSL modem
.
Connect the computer directly to the network router using an ethernet cable to verify the router is set up with the correct name (SSID), security password, and network key
.
Install updated WLAN drivers and BIOS
. |
Network Cannot Connect to the Internet
This graphic means that the computer is connected to your home wireless network, and—in the past—it did have access to the internet, but suddenly it cannot connect to the internet
. | Before you begin troubleshooting the connection from the network to the internet, confirm there is a good connection to the network as discussed in the table above.
Verify the computer is connected to the desired network
.
Run the Vista diagnostic tool
.
Reset the power to the network router and the ISP or DSL modem
.
Disconnect from the network and manually re-connect to the desired network with the correct password and network key
.
Connect the computer directly to the ISP or DSL modem using an ethernet cable to bypass the network router and verify the internet service from the ISP
.
Reset and reconfigure the router
.
See Advanced network and internet connection issues
. |
Not all HP notebook PCs are configured with an integrated wireless networking device. If wireless networking is not listed in the feature list on the side of the PC package, you can add wireless networking capability to your notebook PC by purchasing a wireless networking express card adapter.
Detailed instructions on how to troubleshoot a wireless connection problem
The following sections of this document provide detailed explanations of the troubleshooting process and corrective actions. Perform these actions in the sequence listed in the chart shown above.
Verify the wireless network device power switch is on
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:
| On the top of the keyboard | On the side of the computer | On the front of the computer |
|---|
 |  |  |
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. The HP Wireless Assistant software must be used to enable or disable the individual wireless functions.
Manage PCMCIA or USB wireless network adapter
If the computer has an external wireless network adapter, it is probably on whenever the PCMCIA or USB adapter is connected. See the manufacturer's documentation for specific instructions. To reset the connection, remove the adapter from the PCMCIA slot or the USB port, and re-insert it while Windows is running. Windows Vista should detect the wireless adapter and begin searching for the wireless connection. You can choose to connect to any of the wireless networks in the local area.
Some PCMCIA wireless network adapters have LED lights that indicate certain network behaviors.
If there is no light on the adapter, it may not be connected to the notebook properly.
If the light is blinking, then your notebook may be out of range of the wireless network or the network may not be configured properly.
A solid light usually indicates that the card is receiving the wireless signal and the network is configured properly.
If unplugging and resetting the adapter fails to resolve the problem, go the adapter manufacturer's web site to download any updated wireless adapter software and drivers.
Verify the status of the wireless network device using HP Wireless Assistant
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 connection on icon
, or wireless connection off icon
in the Windows system tray. However, the icons can be set to not display.
HP recommends that the HP Wireless Assistant be configured to display the icons as follows.
Click Start
, type wireless assistant
into the search field, and then select HP Wireless Assistant
from the list.
If HP Wireless Assistant is not installed, either:
Verify the status of the installed wireless devices. They should all be on.
Click Properties
to open the Settings window.
Select the Show Wireless Assistant icon in the notification area
option, and then click Apply
. The icon displays in the system tray area.
You can now monitor the network at a glance by checking the wireless power LED
, the wireless LAN device on 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. |
Verify the status of the wireless network 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.
Click Start
, type mobility
into the search field, and then select Windows Mobility Center
from the list.
On the Windows Mobility Center window, verify that the Wireless Network graphic shows as Connected
.
If the Wireless Network does not show as Connected
, go to step 3.
On the Windows Mobility Center window, click Turn wireless on
.
Your wireless network device(s) are now turned on via Windows Mobility Center.
Verify the wireless network connection is enabled
Once you have verified that there is power available to the wireless device, there are two ways to verify that the device is enabled:
Verify the wireless network connection is enabled 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:
Right-click the network connection icon
in the system tray, and select
Network and Sharing Center
.
Select Manage network connections
.
Verify the status of the wireless network.
In this graphic, the wireless network is disabled.
To enable the network, right-click the connection, and select enable
. It may take a few seconds for the connection to become enabled.
Verify the wireless network connection is enabled using the HP Wireless Assistant
If the 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.
Click here to download
sp35333.exe
for the latest version of the HP Wireless Assistant.
To verify the status, do the following:
Click Start
, type wireless
into the search field, and then select HP Wireless Assistant from the list to open HP Wireless Assistant.
Follow the on-screen instructions to enable the wireless adapter.
The wireless adapter should enable.
Verify the computer is connected to the desired network
When the computer detects a wireless network, if it has ever been connected to the 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:
Right-click the network connection icon
in the system tray and select
Network and Sharing Center
from the menu.
The window displays the name of the network(s) and the types of connections.
If it is connected to the wrong network, select disconnect
.
If you want to prevent a future connection to that network, select View status
, and then de-select the three automatic connection options. Click OK
to accept the change.
If the desired network is listed, but not connected or there is a poor connection, select View status
, then select the Security
tab, and then verify or change the security
, security key
(password), and key index
values.
Verify the encryption and password
Incorrect configuration of your encryption settings is the most common cause of wireless network problems. In general, to resolve encryption problems, follow the steps below:
Verify that the wireless network connection is enabled.
Click Start
and in the Search
field, type Network and Sharing
, then select the Network and Sharing Center from the menu when the option appears.
In the Network and Sharing Center, select Manage network connections
in the left pane. The Network connections window appears.
Examine your wireless connection. If it is disabled, right-click the wireless connection icon and select Enable
.
Verify that your notebook can see the name or SSID of the wireless network to which you are connecting.
Click Start
and in the Search
field, type Network and Sharing
, then select the Network and Sharing Center from the menu when the option appears.
In the Network and Sharing Center, select Connect to a network
in the left pane. When the Connect to a network window appears, select Wireless
from the drop-down menu.
The network name to which you are connecting should be listed under wireless networks. If the name is not listed, follow the manufacturer's documentation on how to troubleshoot the wireless router.
Confirm that the Network key configured in your notebook matches the Network key required by the wireless router or access point.
Click Start
, and in the Search
field, type Network and Sharing
, then select the Network and Sharing Center
from the menu when the option appears.
In the Network and Sharing Center, select Manage wireless networks
in the left pane. The Network connections window appears.
In the Networks you can view and modify
list, right-click the network name to which you are connecting and select Properties
.
In the Wireless Network Properties window, select the Security
tab and enter the correct wireless encryption data by typing the Network key into the Network key:
text box, and then click Okay
to save these settings.
Minimize interference and move the computer closer to the router
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.
Run the Vista diagnostic tool
Vista monitors the network and internet connections. If it detects a problem, Windows Vista displays a no connection
or limited connection
message, and prompts you for permission to diagnose the problem. Click OK
to allow Vista to diagnose the problems and restore the connection.
If no error message displays, but there is no internet connection, right-click the network connection icon
in the system tray and select
Diagnose and repair
from the menu. Allow Vista to repair and re-establish the connection.
If there is no network connection icon in the system tray, click Start
, type Network
into the search field, and then select Network and Sharing Center
from the list. Select Diagnose and repair
in the left pane. Allow Vista to repair and re-establish the connection.
Verify the AC adapter and wireless device power settings
If your wireless connection suddenly stops working when your notebook is operating on battery power, you may want to disable the following power saver options.
Power Plan options
First, notebooks use power settings to balance performance and battery life for users. If the power option is set to lower power setting to maximize battery life, it may reduce the brightness of the display or 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:
Click Start
, type power
into the search field, and then select Power Options
from the list.
Select the High performance
power plan.
Close the Device Manager, restart the notebook PC and attempt to reconnect to the wireless network.
Wireless device options
Second, 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 even when you are using the wireless connection. Follow the steps below to verify the correct settings:
Click Start
, type device
into the search field, and then select Device Manager
from the list.
Click the plus sign (+) next to Network Adapters
, right-click on the wireless (WiFi) adapter in the list, and then select Properties
.
On the properties window for the adapter, select the Power Management
tab, and then de-select the Allow the computer to turn off this device to save power
option.
Close the Device Manager, restart the notebook PC, and attempt to reconnect to the wireless network.
Reset the power to the network router and the ISP or DSL modem
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 re-establish the proper IP addresses, reset the power as follows:
Shut down the computer.
Unplug the power to the network router and to the ISP or DSL modem.
Wait 30 seconds before continuing.
Reconnect the power to the modem and allow it re-establish a connection to the ISP.
Reconnect the power to the router and allow it to re-establish the connections to the modem and other components.
Turn on the computer and allow it to re-establish the IP address connections to the router and the modem.
If the above steps do not resolve the issue, contact your ISP in case there is a problem with your modem or to get help with troubleshooting your modem.
Connect the computer directly to the network
By connecting the computer directly to the network router using an ethernet cable, you can determine if the connection problem is with the router settings or with the wireless signal. It is not necessary to turn off the computer's wireless network device during the testing to verify that the router is set up with the correct name (SSID), security password, and network key.
Move the computer closer to the router (if needed) and plug an ethernet cable into the network port on the computer and one of the available ports on the router.
Right-click the network connection icon
in the system tray, and select
Network and Sharing Center
.
The window displays the name of the network(s) and the types of connections.
Select Manage network connections
.
Verify the status of the wired network.
If the wired network, or the wireless network, is Disabled
, right-click the connection, and select enable
. It may take a few seconds for the connection to enable.
If the Network and Sharing Center window shows connections from the computer to the network router, and from the router to the ISP or DSL modem, click the internet icon to open a browser and view a page on the web. The router is configured.
If the Network and Sharing Center window shows connections from the computer to the network router, but not to the internet, the router may not be configured. See
Reset and reconfigure the router
.
If the network router cannot connect to the internet, and you have installed programs that required making changes to the firewall settings, refer to router manufacturer's help files for information on restoring the router to the factory default conditions.
Once you have verified the direct wired connection to the internet, turn on the power to the wireless device, disconnect the ethernet from the computer, and manually set up a new connection to the wireless network.
Disconnect from the network and manually re-connect to the network
A common problem with a lost connection, or poor network connectivity, is accidently connecting to the wrong network. It is also possible for a connection to appear to be correct, but not actually exist. For instance, a power interruption to a router or a modem, or even a momentary break in the signal from the ISP can change IP addresses. These types of problems can be resolved by disconnecting from the network router and manually re-establishing the 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-connect to the desired wireless network.
Right-click the network connection icon
in the system tray, and then select
Network and Sharing Center
.
Alternately, click Start
, type Network and Sharing
into the search field, and then select the Network and Sharing Center
from the list.
If one or more wireless connections exist, click Disconnect
. In a few moments the wireless network disappears from the display.
In the Network and Sharing Center window, select Set up a connection or network
in the left pane.
DO NOT
select the Connect to a network
option. If the problem is an incorrect password or key index, this option will repeat the connection with the wrong information.
In the Choose a connection option window, select Manually connect to a wireless network
and click Next
.
Enter the required wireless network information, and then click Next
.
Network name
.
Security type
. Must be the same security as set in the wireless router
Security Key/Passphrase
.
Select Start the connection automatically
.
Select Connect even if network is not broadcasting
.
If the wireless network exists, when prompted, select Use the existing network
. The information you just entered will replace the previous values that cause the connection problem.
Select the desired network, and click Connect
.
After a few moments, a message displays indicating that the computer is Successfully connected
to the network.
At this point, there should be a good connection between your notebook and the wireless router or access point. Depending on your setup, you should have access to other computers and applications on the network, or 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.
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.
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.
Enter the default IP addresses for the router into the URL address field on the browser.
3Com: http://192.168.1.1
D-Link: http://192.168.0.1
Linksys: http://192.168.1.1
Netgear: http://192.168.0.1
These IP addresses are provided for informational purposes only.
When the home page for the router displays, you may have to enter a password to perform any configuration tasks. 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. |
When you have administrator access to the router, change the default name of the router, sometimes called an SSID, to a name that is distinguishable from other routers in your area.
Set up wireless encryption (WEP) or Wi-Fi Protected Access (WPA), to prevent other computers from connecting to your home network.
Enter a network access password, sometimes called a passphrase. Make sure that you pick a password that is easy for you to remember, such as a phone number that you dial often or a phrase that is easy for you to remember.
If the router is connected to the ISP or DSL modem, open the browser and verify the computer has access to the internet.
Install updated WLAN Driver and BIOS
If no wireless connection icon displays within 15 to 30 seconds after enabling the wireless network, or if a Windows Device not Found
error message displays, the software driver may be missing or corrupt. To resolve this problem, download and install the latest drivers and BIOS from the HP web site.
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.
Verify and update PC security
Additionally, make sure that the firewall settings allow you to access the internet. Refer to your 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 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.
