Laptop stopped to recognize home Wifi

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Islandstone

New Around Here
Hi.

I am new to this forum, hope I posted this at the correct place.

I've fairly recently bought a new router for my home like 4-5 weeks ago.
The new router is an Asus Zenwifi XT8 (dual pack running in AiMesh). I've not experienced anything but improvement from the upgrade.

However... One laptop decidede yesterday that it will not recognize either of the two broadcasted Wifi SSIDs (2,4 GHz and 5 GHz separately).
All other devices are running perfectly smooth with no problem to connection etc.
The troubled laptop CAN however detect any other Wifi, like my neighbours or a hotspot from my phone.

Laptop info is as following:
- Dell Inspiron 7558, 14-3452
- OS: Windows 10 Home 64.bit Version 1909
- Wifi adapter: intel(r) dual band wireless-ac 7265 (Rev.D)


The laptop has not been used for several months, and it is not of my own but it became my job to fix it. (Not a Wizzard on the topic thought..)
What I have tried without success:
- Rebooting laptop.
- Rebooting router.
- Removing all SSIDs known.
- Disabling and enabling the adapter for Wifi in the laptop.
- Install any lacking update possible, so that it is running on the latest available OS, drivers etc.
- Disabling firewalls to see if it somehow was blocking the wifi/SSIDs.
- Uninstall drivers from Wifi adapter, rebooting laptop and check for any success.
- Checking router security, if it has been blocked, with no success.

At this point I am clueless.
Worth to mention there is something underneath the Wifi adapter that I don't know what is:
- Kaspersky security data escort adapter
Also the laptop for some reason has both Windows Protection and Norton Antivirus.

I only have a hunch that maybe the Norton or Kaspersky are blocking the SSIDs somehow?

Any help or guideance is welcome!

Thanks in advance!


*SOLVED!*
The issue was driver-related, and it is adressed at this article: https://www.intel.com/content/www/us/en/support/articles/000054799/network-and-i-o/wireless.html

Even tho Windows claimed the laptop had the latest driver avaible for the wifi adapter, that was not the cause. I had to manually install the newest driver that fixed eveyrthing.
 
Last edited:

bbunge

Very Senior Member
Hi.

I am new to this forum, hope I posted this at the correct place.

I've fairly recently bought a new router for my home like 4-5 weeks ago.
The new router is an Asus Zenwifi XT8 (dual pack running in AiMesh). I've not experienced anything but improvement from the upgrade.

However... One laptop decidede yesterday that it will not recognize either of the two broadcasted Wifi SSIDs (2,4 GHz and 5 GHz separately).
All other devices are running perfectly smooth with no problem to connection etc.
The troubled laptop CAN however detect any other Wifi, like my neighbours or a hotspot from my phone.

Laptop info is as following:
- Dell Inspiron 14-3452
- OS: Windows 10 Home 64.bit Version 1909
- Wifi adapter: intel(r) dual band wireless-ac 7265


The laptop has not been used for several months, and it is not of my own but it became my job to fix it. (Not a Wizzard on the topic thought..)
What I have tried without success:
- Rebooting laptop.
- Rebooting router.
- Removing all SSIDs known.
- Disabling and enabling the adapter for Wifi in the laptop.
- Install any lacking update possible, so that it is running on the latest available OS, drivers etc.
- Disabling firewalls to see if it somehow was blocking the wifi/SSIDs.
- Uninstall drivers from Wifi adapter, rebooting laptop and check for any success.
- Checking router security, if it has been blocked, with no success.

At this point I am clueless.
Worth to mention there is something underneath the Wifi adapter that I don't know what is:
- Kaspersky security data escort adapter
Also the laptop for some reason has both Windows Protection and Norton Antivirus.

I only have a hunch that maybe the Norton or Kaspersky are blocking the SSIDs somehow?

Any help or guideance is welcome!

Thanks in advance!
Might be time to reset the laptop. I have several Dell laptops in the house with the same WIFI adaptor and have no issues with the Asus WIFI.
See: https://support.microsoft.com/en-us/help/17085/windows-8-restore-refresh-reset-pc
You could do a refresh first but I suspect the added security programs are the issue. Window 10 has WIndows Defender which is a great antivirus/antimalware program. Don't waste your money on another.
Also, you might consider using the same SSID for both 2.4 and 5 GHZ WIFI bands.
 

Islandstone

New Around Here
Might be time to reset the laptop. I have several Dell laptops in the house with the same WIFI adaptor and have no issues with the Asus WIFI.
See: https://support.microsoft.com/en-us/help/17085/windows-8-restore-refresh-reset-pc
You could do a refresh first but I suspect the added security programs are the issue. Window 10 has WIndows Defender which is a great antivirus/antimalware program. Don't waste your money on another.
Also, you might consider using the same SSID for both 2.4 and 5 GHZ WIFI bands.
Thank you for the quick reply!

Good point there, I might have to reset it I suppose. I just find it so strange that it's picking up any SSID broadcasted from other devices, just not the new routers. It worked perfectly the few first weeks as the routers were new. I guess I can expect as much with an "older" laptop.


The laptop isn't mine, but a tenent who I am assisting to fix the issue.
The SSID's are 2.4 and 5 GHz guest networks, where I don't think I can merge them into one if that is what you meant (?).
Do you think removing Norton (which the license have expired from anyway it seems) might fix the issue? I am still pussled about what Kaspersky is, or if it's needed.
 

ddaenen1

Senior Member
Have you tried disabling both Norton and Kaspersky? My experience is that multiple anti-virus/internet security apps running simultaneously can cause connectivity issues.
 

degrub

Very Senior Member
get the utilities to fully uninstall all of the Kaspersky and the Norton AV stuff. A google search should find them on the respective site. re-boot after each uninstall. run each again. reboot.
 

Islandstone

New Around Here
Have you tried disabling both Norton and Kaspersky? My experience is that multiple anti-virus/internet security apps running simultaneously can cause connectivity issues.
No I haven' done that yet.
Or that is, I removed Norton just now.

get the utilities to fully uninstall all of the Kaspersky and the Norton AV stuff. A google search should find them on the respective site. re-boot after each uninstall. run each again. reboot.
I don't know what Kaspersky is. If there is no risk involved(?) in uninstalling, I'll proceed to do it.
 

ddaenen1

Senior Member
I don't know what Kaspersky is. If there is no risk involved(?) in uninstalling, I'll proceed to do it.
Similar to Norton AV, heavy resource sucking security app that nobody actually needs anymore in these days which can properly mess up your OS installation and are hard to get completely rid of.
 

degrub

Very Senior Member
it is an AV product with add ins for "secure networking" . It should all be removed just like Norton.
 

Islandstone

New Around Here
Maybe this article applies to you

Thank you so much, this was exactly the problem, and also solution!!

Aparently the driver which was "up to date" surely was not, and by the help of the article I found where to manually download the right up to date driver.
Now everything works and the laptop once again detects all SSIDs broadcasted by the router.
 

Islandstone

New Around Here
Similar to Norton AV, heavy resource sucking security app that nobody actually needs anymore in these days which can properly mess up your OS installation and are hard to get completely rid of.
it is an AV product with add ins for "secure networking" . It should all be removed just like Norton.
I ended up uninstalling both Norton and Kaspersky. It didn't solve the problem, but at least they won't cause any future issues.
As Hawk provided the solution for my issue, the laptop is now connected to my home network once again.

I am glad I did not reset/reinstall Windows unnecessary.

Thank you all for helping me, there's no way I would figured it out alone!
 
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