Wifi issues

[Segwayrider]

Hello
Im wondering if I can get some help/ advice on a Wi-Fi issue of mine
About 2 weeks ago I experienced problems connecting to my Wi-Fi. It connected to the Wi-Fi, then disconnected after about 10 seconds, then reconnected after about 30 seconds. I didn't look at it for almost a week before trying to fix it (was a bit busy). Non of my other devices (phone, old laptop, smartwatch) was having the same issues. The Wi-Fi card said it worked correctly and a diognostisk test didn't show anything either. I tried varies ways of solving the issue. I tried updating the drivers on the Wi-Fi card, make sure the laptop didn't turn off the Wi-Fi to save battery, restarted my laptop. and I think one or two others I dont remember. The issue seemed to be solved for almost a week (up until now), by turning off both the laptop and router for about 1 min and the turning them on (router first).
This time I opened up the laptop (I didn't touch anything, but did blow some air from an air compressor). I noticed that there was a little bit of plastic around the Wi-Fi card, which I'm not sure should be there or not (didn't want to remove in case it should or it would warrant my warranty). The laptop works fine if its connected with an ethernet cable.
Thank you in advance

Chassis & Display
Nova Series: 15.6" Matte Full HD 144Hz 72% NTSC LED Widescreen (1920x1080)
Processor (CPU)
AMD Ryzen 9 3900 12 Core CPU (3.1GHz-4.3GHz/70MB CACHE/AM4)
Memory (RAM)
32GB Corsair 2666MHz SODIMM DDR4 (2 x 16GB)
Graphics Card
NVIDIA® GeForce® RTX 2070 - 8.0GB GDDR6 Video RAM - DirectX® 12.1
1st Storage Drive
2TB PCS 2.5" SSD, SATA 6 Gb (520MB/R, 470MB/W)
1st M.2 SSD Drive
1TB PCS PCIe M.2 SSD (2000 MB/R, 1100 MB/W)
Memory Card Reader
Integrated Micro-SD Memory Card Reader
AC Adaptor
2 x 230W AC Adaptor
Power Cable
2 x 1 Metre European Power Cable (Kettle Lead)
Battery
2 x Nova Series 62WH Lithium Ion Battery
Thermal Paste
STANDARD THERMAL PASTE FOR SUFFICIENT COOLING
Sound Card
2 Channel High Def. Audio + SoundBlaster™ Cinema
Wireless/Wired Networking
GIGABIT LAN & KILLER™ Wi-Fi 6 AX1650 M.2 GAMING + BLUETOOTH 5.0
USB/Thunderbolt Options
1 x USB 3.2 PORT (Type C) + 2 x USB 3.2 PORTS + 1 x USB 2.0 PORT
Keyboard Language
15" NOVA SERIES DANISH KEYBOARD
Operating System
Windows 10 Home 64 Bit - inc. Single Licence [KUK-00001]
Operating System Language
Denmark/Danmark - Danish Language
Windows Recovery Media
Windows 10 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
BullGuard™ Internet Security - Free 90 Day License inc. Gamer Mode
Browser
Microsoft® Edge (Windows 10 Only)
Monitor Cables
1 x 2 METRE DVI-D CABLE
Keyboard & Mouse
INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam
INTEGRATED 1MP HD WEBCAM
Warranty
3 Year Gold Warranty (2 Year Collect & Return, 2 Year Parts, 3 Year Labour)
Dead Pixel Guarantee
1 Year Dead Pixel Guarantee Inc. Labour & Carriage Costs
Delivery
3 DAY DELIVERY TO DENMARK
Build Time
Standard Build - Approximately 8 to 10 working days
Welcome Book
PCSpecialist Welcome Book - Denmark

 

[SpyderTracks]

I would remove that piece of plastic as it's not required, and just make sure both the antenna are attached correctly.

Remove the battery while you're doing this.

 

[ubuysa]

That 'bit of plastic' is likely some tape that was used to stop the antennae wires disappearing into the inwards when the chassis was manufactured. We've had others on here mentioning tape similar to this.

If you can remove the plastic/tape without causing damage elsewhere then do so, but if you leave it in place it will do no harm.

The plastic is unlikely to be your problem. If you want to check, remove the antennae, remove the WiFi card and satisfy yourself that it's not interfering in any way.

As to the problem, what happened two weeks ago prior to you first noticing the problem? Was there a Windows update at this time? Was there an upgrade to a new version of Windows (1909 to 2004 for example) at this time?

Check in the power management options for the card that the 'allow Windows to turn off this device to save power' checkbox is not checked.

Also check that the 'roaming agressiveness' setting in the advanced options for the card is either off or at the lowest value.

 

[Segwayrider]

That 'bit of plastic' is likely some tape that was used to stop the antennae wires disappearing into the inwards when the chassis was manufactured. We've had others on here mentioning tape similar to this.

If you can remove the plastic/tape without causing damage elsewhere then do so, but if you leave it in place it will do no harm.

The plastic is unlikely to be your problem. If you want to check, remove the antennae, remove the WiFi card and satisfy yourself that it's not interfering in any way.

As to the problem, what happened two weeks ago prior to you first noticing the problem? Was there a Windows update at this time? Was there an upgrade to a new version of Windows (1909 to 2004 for example) at this time?

Check in the power management options for the card that the 'allow Windows to turn off this device to save power' checkbox is not checked.

Also check that the 'roaming agressiveness' setting in the advanced options for the card is either off or at the lowest value.

Well the last update was on the 11/6, which is close, but I dont believe I had problems with it before a few days later. Also I've just seen that there is updates available right now, not sure if I should try to see if that fixes it.
Already made sure 'allow Windows to turn off this device to save power' checkbox wasn't checked, and I've now changed roaming aggressiveness to its lowest. The problem persit

 

[ubuysa]

Well the last update was on the 11/6, which is close, but I dont believe I had problems with it before a few days later. Also I've just seen that there is updates available right now, not sure if I should try to see if that fixes it.
Already made sure 'allow Windows to turn off this device to save power' checkbox wasn't checked, and I've now changed roaming aggressiveness to its lowest. The problem persit

OK. Apply the updates, it always wise to make sure Windows is up to date when you're having issues.

Take a look in Event Viewer in the Critical and Error sections to see whether there are entries logged at the time you get disconnects.

BTW. How old is the laptop?

 

[Segwayrider]

OK. Apply the updates, it always wise to make sure Windows is up to date when you're having issues.

Take a look in Event Viewer in the Critical and Error sections to see whether there are entries logged at the time you get disconnects.

BTW. How old is the laptop?

I received it on 10/6 2020, so a little more than a month. On the 9/7 it keeps chaining between "the unit is configured (" and "the unit is not started" every 5-10 min for an hour or so. Doesn't show anything else

 

[SpyderTracks]

I received it on 10/6 2020, so a little more than a month. On the 9/7 it keeps chaining between "the unit is configured (" and "the unit is not started" every 5-10 min for an hour or so. Doesn't show anything else

Is that related to the wifi card?

 

[ubuysa]

I received it on 10/6 2020, so a little more than a month. On the 9/7 it keeps chaining between "the unit is configured (" and "the unit is not started" every 5-10 min for an hour or so. Doesn't show anything else

In that case give PCS a call and ask about swapping the card.

 

[Segwayrider]

Is that related to the wifi card?

yeah, under events on the card itself. Where in a differens "tab" you can acces the allow Windows to turn off this device to save power

 

[SpyderTracks]

yeah, under events on the card itself. Where in a differens "tab" you can acces the allow Windows to turn off this device to save power

I would still just remove the plastic tape and double check the antenna are properly attached just to be sure it hasn't just been taped into place rather than snapped on properly. They're a bit like poppers on a jacket, they pressure click into place.

 

[ubuysa]

yeah, under events on the card itself. Where in a differens "tab" you can acces the allow Windows to turn off this device to save power

Device Manager > Network adapters > your wireless card. Right-click > Properties > Power management tab.

I agree that it's wise to check that the antennae are firmly pressed onto the card. The are a very firm fit.

 

[Segwayrider]

Ive taken of the tape, and as far as i can tell the antennae is firmly in place. Still having issues.

 

[SpyderTracks]

Ive taken of the tape, and as far as i can tell the antennae is firmly in place. Still having issues.

I'd contact PCS then, sounds like it's a dud card. They should be able to send you a replacement next day for you to fit yourself. It's very easy to do, we can talk you through it if you're worried.

 

[ubuysa]

I'd contact PCS then, sounds like it's a dud card. They should be able to send you a replacement next day for you to fit yourself. It's very easy to do, we can talk you through it if you're worried.

Having done this in the past on my Optimus IV laptop I can tell you that the antennae plugs are VERY firmly attached to the card and it requires a determined pull to get them off. Similarly they need a thumb aching press to get them back on again.

 

[Segwayrider]

I fear if I press any harder I will a) have blood all over the inside of my laptop from rupturing my skin and b) break the wifi card itself (not 100% how strong it is). I've contacted PCS over mail (technical support), and will be waiting for their answer. ( Im 90% sudden it will cost something to call to the U.K with me being in Denmark and all). If they decide to ship me a new card I'll be sure to write and tage your guys again when it arrives. (and/or look up a video on YT). Thank

 

[SpyderTracks]

Well, by that photo, the 2 antennae look like they are pressed down enough to me.

Just be aware that it is sometimes taking a few days to answer mail messages due to how busy support staff are currently

You could try the web chat which may be quicker than email, if you go onto the contact us page here:

PCSPECIALIST - Contact Us

PCSpecialist is a manufacturer of high quality custom computers and laptops. You can contact us on 0333 011 7000 or email us on [email protected].

www.pcspecialist.co.uk

At the very bottom right you'll see the web chat box.

 

[Segwayrider]

Okay so over the weekend the only problem I had with connecting to the Wi-FI was when it was just starting up (from sleep or after being shut down), and that was only for 10 seconds before connecting and staying connected for the rest of the day. I Suspect it might have been an issue with my Wi-Fi, though I dont understand why it only effected my PCS laptop Wi-Fi , and nothing else. I'm also not sure how it fixed itself or if its going to stay fixed. Its all a bit odd if you ask me, and I'm a bit confused. Happy it seems to work now (hoping I didn't jinx it)

 

[SpyderTracks]

Okay so over the weekend the only problem I had with connecting to the Wi-FI was when it was just starting up (from sleep or after being shut down), and that was only for 10 seconds before connecting and staying connected for the rest of the day. I Suspect it might have been an issue with my Wi-Fi, though I dont understand why it only effected my PCS laptop Wi-Fi , and nothing else. I'm also not sure how it fixed itself or if its going to stay fixed. Its all a bit odd if you ask me, and I'm a bit confused. Happy it seems to work now (hoping I didn't jinx it)

It's normal for windows to take some time to connect after sleep or first boot, mine will take a while unless I manually connect it.

Perhaps a windows update happened in the background or something. These things are not for us to understand

The main thing is that it's working!