Please click the link below for your operating system to download the TSG SysInfo Utility. Click on "Save File" then double-click the file to run it. Copy and paste the report in your initial post. Windows 7 and later (downloads a file named tsginfo.exe) | Windows XP (downloads a file named SysInfo.exe)

Laptop has annoying wifi and ethernet connection issues

1306 Views 12 Replies 4 Participants Last post by flavallee, Feb 25, 2020

Lynmarie

Discussion Starter · Feb 23, 2020

My Dell laptop has trouble connecting well to my home internet. With wifi, it is almost always super slow, like 8 or 9 mbps. Sometimes resetting the modem and restarting the laptop at the same time will fix this temporarily. With ethernet, occasionally it connects and is fine, but more often I get the message, "unidentified network," and it won't connect at all.

Other devices in the house (phone and roku) have no problems with connection or speed. My laptop sometimes has similar issues with other outside wifi connections and sometimes not, but never quite as bad as at home.

I solved this problem once by getting a new modem. But recently they came and installed fiber internet, and the problem started again with the modem that came with it. I'd replace it, but I don't know how to guess which modems will cause this problem and which won't. I think I just got lucky the last time.

Any idea what could be causing this and how to fix it?

Tech Support Guy System Info Utility version 1.0.0.9
OS Version: Microsoft Windows 10 Pro, 64 bit, Build 18362, Installed 20190809142158.000000-420
Processor: Intel(R) Core(TM) i5-2520M CPU @ 2.50GHz, Intel64 Family 6 Model 42 Stepping 7, CPU Count: 4
Total Physical RAM: 8 GB
Graphics Card: Intel(R) HD Graphics 3000
Hard Drives: C: 231 GB (76 GB Free);
Motherboard: Dell Inc. 0K0DNP, ver A02, s/n /H78Z4R1/CN129611AA107B/
System: Dell Inc., ver DELL - 6222004, s/n H78Z4R1
Antivirus: Symantec Endpoint Protection, Enabled and Updated

Save

Status: Not open for further replies.

1 - 13 of 13 Posts

flavallee

· #2 · Feb 24, 2020 (Edited)

It appears your Dell Latitude E6420 laptop was purchased new in October 2011 and came with Windows 7 Pro 32-bit.
It appears that Windows 10 Pro Version 1903 Build 18362 64-bit was installed in your laptop in August 2019.

Windows 10 tends to have issues (especially in laptops) when a third-party antivirus app is being used instead of Windows 10's built-in antivirus app.
How long has Symantec Endpoint Protection been installed in your laptop?

---------------------------------------------------------------

Save

Lynmarie

Discussion Starter · #3 · Feb 24, 2020

I bought it used in September of 2017, I think. It came with the Windows 10 installed, and my workplace put the Symantec on it right away because I work from home with sensitive information that they want protected. I may not be able to remove it, if that's the problem, but it would still be good to know.

Save

flavallee

· #4 · Feb 24, 2020 (Edited)

I was going to ask you if that's a workplace-owned laptop because of Symantec Endpoint being installed in it.
Be patient until one of the networking experts here jumps in.
The name of your ISP and a description of your modem should be helpful.

----------------------------------------------------------------

Save

Lynmarie

Discussion Starter · #5 · Feb 24, 2020

I'm with CenturyLink and my modem is a CenturyLink C3000Z. The modem that worked without problems was a C1100Z, but it can't be used with the new fiber connection.

Thank you for your help and suggestions!

Save

flavallee

· #6 · Feb 24, 2020

See if the support site for your C3000Z modem is of any help to you.
https://www.centurylink.com/home/help/internet/modems-and-routers/zyxel-c3000z.html

---------------------------------------------------------------

Save

Couriant

· #7 · Feb 24, 2020

It's quite possible that Symantec is causing problems with your connection. As a troubleshooting step, I would uninstall it and use the removal tool to ensure there are no traces of it and see if that helps. You can always reinstall it.

You may want to uninstall and delete the wireless card driver and reinstall it... having said that, this machine does not have Windows 10 drivers and according to Dell, this is a Dell brand wireless connection... Perhaps it may be more easier to purchase a USB Wireless Adapter that is supported by Windows 10 and disable the onboard one and see if you get any improvement because the technology on the onboard one will not utilize the faster speeds that your ISP/router is providing.

Save

TerryNet

· #8 · Feb 24, 2020

Very bad advice to uninstall something that your workplace IT folks installed. Especially something that is supposed to be for security. It could get you fired.

At least get them to do it or give you the OK to do so.

Save

Couriant

· #9 · Feb 24, 2020

TerryNet said:
Very bad advice to uninstall something that your workplace IT folks installed. Especially something that is supposed to be for security. It could get you fired.

At least get them to do it or give you the OK to do so.

I should have implied that you would want to contact your I.T. department to do that. This was my fail.

Save

Lynmarie

Discussion Starter · #10 · Feb 24, 2020

flavallee said:
See if the support site for your C3000Z modem is of any help to you.
https://www.centurylink.com/home/help/internet/modems-and-routers/zyxel-c3000z.html

---------------------------------------------------------------

Thanks, flavallee. We solved the ethernet connection problem. It was the cable. So at least I have some functioning internet now!

Save

Lynmarie

Discussion Starter · #11 · Feb 24, 2020

Couriant said:
You may want to uninstall and delete the wireless card driver and reinstall it... having said that, this machine does not have Windows 10 drivers and according to Dell, this is a Dell brand wireless connection... Perhaps it may be more easier to purchase a USB Wireless Adapter that is supported by Windows 10 and disable the onboard one and see if you get any improvement because the technology on the onboard one will not utilize the faster speeds that your ISP/router is providing.

Thank you for your suggestions! I'm happy with the 30 mpbs wifi my laptop got before the new modem and occasionally still gets after a restart. Would a new wireless adapter potentially help it get there, or is that recommendation just to get the higher speeds of fiber? A new wireless adapter is an attractive option because if Symantec is the problem, I'm likely stuck with it. But I don't need and am not paying for fiber speeds. CenturyLink just installed it because the copper went bad.

Save

Couriant

· #12 · Feb 24, 2020

I believe the new adapter will provide a more constant higher speeds if Symantec is not the problem. Like I mentioned, if you are using the original internal wireless connection does not have Windows 10 drivers so it's possible this is hardware related.

Save

flavallee

· #13 · Feb 25, 2020

I'm glad to hear the internet connection has been solved.

Your laptop has an internal Dell-branded(Broadcom) 802.11bgn wireless minicard.
To add to what was said in post #7, you should replace it with a more modern external USB 802.11ac wireless adapter.

---------------------------------------------------------------

Save

1 - 13 of 13 Posts

Status: Not open for further replies.

Top Contributors this Month