Hi, and thank you for your question. My name is ***** ***** I'll be assisting you today.
Just to clarify, are you able to see ANY available WIFI networks on the laptop now? Do you get any error/message at all?
Please reply back to me below; thank you.
PS: Please do NOT accept any remote assistance offer if it shows up on this page at any time; it's sent out automatically by our site, and not by me. We do not need to do a remote session for your issue; I'll reply back to you below now.
I see. Do you see a wireless/network icon at the bottom-right corner of your screen now, at the system tray?
Do you see a wireless/network icon at the bottom-right corner of your screen now, at the system tray?
OK, is the "Airplane Mode" highlighted in Blue now?
OK. Now, please RIGHT-CLICK on the Start button at the bottom-left corner, and then click "Device Manager".
In the Device Manager window, double-click on "Network Adapters" - do you see any WIFI device listed under it?
I see. Please leave that window open; now, is this an Acer laptop or desktop? Please check the back/bottom - do you see a model number listed there?
OK, check the back of the laptop - you should see a full model number listed. Please let me know that model; thank you.
OK, one moment please.
OK; now, press the FN and F3 keys together on your keyboard, once. Does this make any difference to your issue?
OK. Now, in the Device Manager, right-click on the Qualcomm Atheros WIFI device and select Uninstall. TICK the "Remove driver software" checkbox and then uninstall the device accordingly.
Done that, restart the computer and allow Windows to automatically reinstall the WIFI device. Done that, check the issue and let me know; I'll be here.
Also, you provided me with a monitor model earlier, and not the laptop model. The laptop model should be listed as something like Acer Aspire V5-571, at the bottom of the laptop. Could you please check again and let me know?
Also, were you ever able to use WIFI on this laptop earlier?
No issues, it will take some time to reinstall the WIFI driver automatically. Please wait for a couple of mins, and let me know.
We will carry out a system restore next. Could you let me know when did the WIFI first stop working?
OK now, please right-click on the Start button and then click RUN.
In the RUN box, type in rstrui and press ENTER.
Does a System Restore window come up now?
Hmm, that means that we will not be able to use this function as it seems to have been turned off for your laptop somehow. One moment, please.
A VPN/security program installed on your laptop might be contributing to this issue as well. The easiest, safest way for us to resolve this issue is by carrying out a System Refresh - it will repair and replace your system files and settings, but will keep your user account and personal data, e.g. documents, pictures, etc. intact. However, any programs that you installed yourself will be removed, and you will need to reinstall them yourself. Would you be open to this option, or should we troubleshoot further with some other steps?
OK. Now, right-click on Start and select RUN.
In the RUN box, type in systemreset and press ENTER.
Click "Keep my files" when prompted and follow the on-screen prompts; it will take some time to refresh the laptop - that should definitely resolve the WIFI/Ethernet issue as well.
Please keep me posted on the results; I'll be here for now. Thank you.
Just to clarify, the system refresh should take no more than 15-20 minutes to complete. Do keep me posted.
No issues; it will seem to stick at a couple of points and then move along much faster - the entire process should take no more than 20 minutes or so. I'll be here; thanks!
Hmm, is it still going on with the refresh process now? Do let me know.
OK, looks like your laptop's processor might be a little slow, hence the delay. No issues, do keep me posted once it's done and then we can close this out or troubleshoot further as needed. Thanks!
OK; it shouldn't take much longer now. After it's done, please log back into to your user account and check WIFI one more time. Thank you.
Hmm, I see; is that WIFI network set up through your home router? Also, is your iPhone to connected to that same network now?
I see. Now, please disconnect the power cable from your router, wait for 30 seconds and then re-connect the power cable and wait for all of the router lights to come back on. Done that, try connecting to your network on the laptop again; what exactly does it say now?
Hmm, did you power cycle the router now as directed in my previous reply?
OK, since we just carried out a system refresh, there should absolutely be no issue on the laptop that's currently causing this - so it has do with the router itself. What's the make and model of your router, please (the one that this network is set up with)?
OK, just a moment.
OK; TP-Link routers have had a lot of issues with Windows 10, as reported by several other users - could you clarify if you were able to connect to this same network before today itself?
OK, we will need to access the router settings on your browser now. Are you currently replying to me from another laptop or from your iPhone?
OK. On the LAPTOP, open up your browser and type in the following link in the address field:
Does a router login page come up?
Make sure you are connected to the TP-Link network on the computer (even with no Internet access), before opening up the link; keep me posted.
Hmm, you don't need an Internet connection to access the router page; if you are not able to open it up from the laptop, please open up a new tab on the iPhone and type in 192.168.1.1 - if it prompts you to login, type in admin as the username and admin as the password. Please let me know if the router page comes up on the iPhone this way.
If you are not able to bring up the router page, let me know and we will carry out some other troubleshooting steps. Thank you.
OK, let's do something else first. On the laptop, please do this:
RIGHT-CLICK on the WIFI icon at the bottom-right, and then click "Network and Sharing Center".
Next, click "Network Adapters" on the left, and then right-click on Wi-FI adapter and select Properties.
Next, click "Configure", and then click "Advanced".
There, do you see a "802.11n Channel Width for 2.4GHz" option listed?
OK. Now, tap on this link on your iPhone:
Do you get prompted to log in?
OK, tap on this link instead:
Keep me posted.
Are you sure this iPhone is connected to that TP-Link router's network now?
OK, let's reset the router back to factory settings now. Before that, do you currently have cellular data for this iPhone (so we can continue conversing while you reset the router)?
OK. Now, I have included a screenshot for you as follows:
Please press and HOLD down this Reset button for atleast 20 seconds, and then release the button.
Done that, let me know.
Once all of the router lights have come back on the router, please check your WIFI connections on the laptop - do you see an (UNSECURED) TP-LINK network listed there?
No issues, it will take some time to come on. Alternatively, do you have an Ethernet cable we can use to connect temporarily to the laptop now?
If you have an Ethernet cable, please connect it from the router to the laptop now, and check if you are able to access the Internet all right this way. If you can, let me know and I'll set up a remote session on the laptop thereafter, and set up WIFI properly as well. Thank you.
OK so you are able to access the Internet on the laptop now?
No issues, we just need Internet access now so I can connect remotely to the laptop. One moment, please.
OK; please type in the following remote link on the laptop's browser now:
On the page that opens up, click on "I Agree".
Follow the on-screen prompts to download and OPEN/RUN the "Elsinore Screen Connect" remote file, and we will be connected.
Hmm, it opens up all right at my end - what exactly did you type in, please?
Please download an alternate remote tool on the laptop now, using the following link:
Download the TeamViewer file, and then run and install it accordingly.
After it opens up, it will provide you with an ID and Password. Please keep that window open, and reply back to me with that ID and Password ***** and I'll remote in.
You should know that the router is resetted once the SYS LED light starts to flash quickly instead of slowing as it does normally. Do keep me posted.
OK, one moment - let me provide you with another remote link to open up now.
Please open up the following link in explorer now:
Download and open/run this new remote file - and we will be connected.
Odd, did you try it in Internet Explorer? It opens up fine at my end now.
Are you able to open up any other page like www.google.com?
OK. Download an alternate remote tool on the laptop now, using the following link:
Were you able to install TeamViewer?
OK, connecting now - when prompted, click "Trustworthy" to allow the remote connection.
Hmm, it's showing me an error now. One moment.
Did you lose the Internet connection on your computer now?
Please leave me a reply on this page when you are available to continue tomorrow, and I'll get back to you as soon as I can. You can get back to this page anytime later on, through your emails received from JustAnswer. Thank you.
Thanks, ***** ***** for now.