[Notebook/Desktop/AIO] Troubleshooting - Wireless Network Problems | Official Support | ASUS USA

We first have to check whether the problems are caused either by the computer or by Internet equipment (modem/Internet cable/wireless share device) or the Internet service provider before we look to solve the Internet problem.
This troubleshooting only offers solutions to Internet dysfunction caused by a computer. (The common symptoms, such as no Wi-Fi icon, Wi-Fi fails, no Wi-Fi signal, or exclamation mark appeared in Wi-Fi of device manager, etc.)
For other inquiries about Internet equipment / service, please contact the Internet service provider for further information.

Assume that you use both Computer (A) & Smart Phone (B), and connect them to the Internet network by Wi-Fi:
Both (A) & (B) cannot connect to the internet -> problems usually result from Internet facilities or Internet service providers.

(A) cannot connect to internet but (B) is able to -> Please refer to the solutions below:

Note: It will be helpful on the network speed problem if you improve the system performance. Here you can learn more about How to Change Power mode and plan.

To provide you more detailed instruction, you can also click ASUS Youtube video link below to know more about troubleshooting for Wireless Network Problems on Notebook

ttps://www.youtube.com/watch?v=gkNxGmHu0EY

Please go to the corresponding instruction based on the current Windows operating system on your computer:

Windows 11 operating system

Table of Contents:

Make sure the wireless function is activated

Click [Network & Internet] icon on the taskbar①, then make sure Wi-Fi is [Turn on]②.

Note: When the Wi-Fi icon highlights to blue, it means the function is enabled.

If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Restore BIOS settings

Try to reset BIOS to default settings, here you can learn more about How to restore BIOS settings.

If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Turn the computer off completely

Click the [Start] icon on the taskbar①, select the [Power] icon②, then press and hold the [Shift] key③ on the keyboard as well as select [Shut down]④ at the same time. Your computer will be turned off completely.

After turning the computer off completely, please restart your computer and check whether the problem is resolved. If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Run Wireless Diagnosis in MyASUS

Use System Diagnosis in MyASUS to check wireless connectivity problems.

Type and search [MyASUS] in the Windows search bar
①

, then click [Open]

②

.
If there is no result searched that means your computer may not install it, refer to How to install MyASUS.
In MyASUS, select [Customer Support]
③

.
In [System Diagnosis]
④

, select [Wireless connectivity problems] item

⑤

. Here you can learn more about MyASUS System Diagnosis – Introduction.
Note: If there is no System Diagnosis tab in MyASUS that means your computer does not support this function, please ignore this step and go to the next. Here you can learn more about Why can I only see the “Customer Support” feature in the MyASUS app.
Click [Checkup]
⑥

.
If any error occurs, please try the troubleshooting suggestions and possible approaches to resolve the problem in MyASUS. If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Wireless network adapter with Yellow Exclamation in Device Manager

If you experience that wireless network adapter with Yellow Exclamation in Device Manager, please try the following way to solve it. (This step is for laptop products only. For desktop and AIO PCs, please continue the next troubleshooting.)

Remove the AC adapter.
Note: Please don’t remove the AC adapter for ASUS laptop TP420IA and UX425IA model. (These models need to plug in the AC adapter to do the Hard reset process.)
Press and hold the Power button for 40 seconds, to perform the hardware reset.
Wait for 90 seconds, then your PC will automatically boot up.
After your PC boots up, please check the wireless network adapter in Device Manager again whether it is normal. If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Update the Wireless and Bluetooth drivers through Device Manager

If the versions are too different between the Wireless and Bluetooth drivers, it may cause a software compatible issue. So, we recommend updating both drivers to the latest version.

Type and search [Device Manager] in the Windows search bar
①

, then click [Open]

②

.
Check the arrow next to [Network adapters]
③

, then right-click [Intel(R) Wi-Fi 6 AX201 160MHz]

④

and select [Uninstall device]

⑤

.
Note: The device name may be different based on different models.
Select [Attempt to remove the driver for this device]
⑥

, then click [Uninstall]

⑦

.
Check the arrow next to [Bluetooth]
⑧

, then right-click [Intel(R) Wireless Bluetooth(R)]

⑨

and select [Uninstall device]

⑩

.
Note: The device name may be different based on different models.
Select [Attempt to remove the driver for this device]
⑪

, then click [Uninstall]

⑫

.
After uninstalling the network adapter and Bluetooth, please click [Action]
⑬

and select [Scan for hardware changes]

⑭

.
The computer will reinstall the wireless network and Bluetooth, and the devices will display in the Network adapters and Bluetooth categories.
If it fails to update the wireless or Bluetooth driver through Device manager, you can download and install the latest driver from the ASUS Support Site. Here you can learn more about How to search and download drivers.
Note: Search for the wireless or Bluetooth driver paired with the vendor name which is used on your PC. The vendor name of wireless device is [Intel] as an example.
If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Reset network

Click [Start menu]
①

, then select [Settings]

②

.
Select [Network & internet]
③

, then select [Advanced network settings]

④

.
Select [Network reset]
⑤

.
Click [Reset now]
⑥

, then select [Yes]

⑦

. Your PC will be restarted after the reset is completed.
If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Reset internet browser

If you fail to connect to internet by the browser but the chatting app is working normally, you can try to reset the browser to solve this issue.

Take Microsoft Edge for example. Click the [Settings and more] icon
①

on the right top corner and then select [Settings]

②

.
Select [Reset settings]
③

and click [Restore settings to their default values]

④

.
Select [Reset]
⑤

.
If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Update and confirm BIOS / Windows packages / drivers with the latest version in your PC

Updating software usually helps the system stability and optimization, so we recommend you check and often update to the latest version in your PC. Here you can learn more about:

How to update the BIOS version in Windows system

How to use EZ Flash to update the BIOS version

(For desktop products, please refer to ASUS Motherboard EZ Flash 3 Introduction.)

For executing Windows update and drivers update, here you can learn more about:

How to execute Windows Update

How to update drivers via customer support in MyASUS

If the problem persists after you have updated BIOS/Windows packages/drivers to the date, please continue the next troubleshooting step.

Back to Table of Contents

Restore the system from restore point

If the wireless network problem happens recently, and if you have ever created a restore point or there is an automatic system restore existed, try to restore the computer to a point before the problem began to resolve the problem. Here you can learn more about How to use restore point to restore the system. If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Reset your PC

If the problem persists after all troubleshooting steps are completed. Please backup your personal files, then reset the PC to back to its original configuration. Here you can learn more about:

How to reset the system and remove all of my personal files

How to reset the system and keep my personal files

Back to Table of Contents

You also can refer to the suggestions of Microsoft, here you can learn more about how to fix network connection issues in Windows.

If your problem persists after following the above troubleshooting steps, the problem may be caused by the Internet service provider (ISP) or Internet equipment (modem/Internet cable/wireless share device). We suggest you should contact your ISP or try to implement the troubleshooting of Internet equipment. Here you can learn more about the troubleshooting of ASUS router:

[Troubleshooting] Failed Internet access through router

[Troubleshooting] Wi-Fi signal is often disconnected

If you still cannot resolve your problem, download MyASUS and try the System Diagnosis for troubleshooting. Click below!

Windows 10 operating system

Table of Contents:

Make sure the wireless function is activated

Click [Network & Internet] icon on the taskbar①, then make sure Wi-Fi is [Turn on]②.

Note: When the Wi-Fi icon highlights to blue, it means the function is enabled.

If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Restore BIOS settings

Try to reset BIOS to default settings, here you can learn more about How to restore BIOS settings.

If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Turn the computer off completely

Click the [Start] icon on the far left of the taskbar①, select the [Power] icon②, then press and hold the [Shift] key③ on the keyboard as well as select [Shut down]④ at the same time. Your computer will be turned off completely.

After turning the computer off completely, please restart your computer and check whether the problem is resolved. If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Run Wireless Diagnosis in MyASUS

Use System Diagnosis in MyASUS to check wireless connectivity problems.

Type and search [MyASUS] in the Windows search bar
①

, then click [Open]

②

.
If there is no result searched that means your computer may not install it, refer to How to install MyASUS.
In MyASUS, select [Customer Support]
③

.
In [System Diagnosis]
④

, select [Wireless connectivity problems] item

⑤

. Here you can learn more about MyASUS System Diagnosis – Introduction.
Note: If there is no System Diagnosis tab in MyASUS that means your computer does not support this function, please ignore this step and go to the next. Here you can learn more about Why can I only see the “Customer Support” feature in the MyASUS app.
Click [Checkup]
⑥

.
If any error occurs, please try the troubleshooting suggestions and possible approaches to resolve the problem in MyASUS. If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Wireless network adapter with Yellow Exclamation in Device Manager

Remove the AC adapter.
Note: Please don’t remove the AC adapter for ASUS laptop TP420IA and UX425IA model. (These models need to plug in the AC adapter to do the Hard reset process.)
Press and hold the Power button for 40 seconds, to perform the hardware reset.
Wait for 90 seconds, then your PC will automatically boot up.
After your PC boots up, please check the wireless network adapter in Device Manager again whether it is normal. If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Update the wireless driver through Device Manager

If the versions are too different between the Wireless and Bluetooth drivers, it may cause a software compatible issue. So, we recommend updating both drivers to the latest version.

Right-click [Start menu]
①

, then click [Device Manager]

②

.
Check the arrow next to [Network adapters]
③

, then right-click [Intel(R) Dual Band Wireless-AC 8265]

④

and select [Uninstall device]

⑤

.
Note: The device name may be different based on different models.
Select [Delete the driver software for this device]
⑥

, then click [Uninstall]

⑦

.
Check the arrow next to [Bluetooth]
⑧

, then right-click [Intel(R) Wireless Bluetooth(R)]

⑨

and select [Uninstall device]

⑩

.
Note: The device name may be different based on different models.
Select [Delete the driver software for this device]
⑪

, then click [Uninstall]

⑫

.
After uninstalling the network adapter and Bluetooth, please click [Action]
⑬

and select [Scan for hardware changes]

⑭

.
The computer will reinstall the wireless network and Bluetooth, and the devices will display in the Network adapters and Bluetooth categories.
If it fails to update the wireless or Bluetooth driver through Device manager, you can download and install the latest driver from the ASUS Support Site . Refer to How to search and download drivers.
Note: Search for the wireless or Bluetooth driver paired with the vendor name which is used on your PC. The vendor name of wireless device is [Intel] as an example.
If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Reset network

Click [Start menu]
①

, then click [Settings]

②

.
Select [Network & Internet]
③

, then click [Network reset]

④

.
Click [Reset now]
⑤

, then select [Yes]

⑥

. Your PC will be restarted after the reset is completed.
If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Reset internet browser

If you fail to connect to internet by the browser but the chatting app is working normally, you can try to reset the browser to solve this issue.

Take Internet Explorer 11 (IE11) for example. Click the [Gear sign]
①

on the right top corner and choose [Internet Options]

②

.
Choose [Advanced]
③

and click [Reset]

④

to proceed.
If the problem persists, please continue the next troubleshooting step.

Back to Table of Contents

Update and confirm BIOS / Windows packages / drivers with the latest version in your PC

Updating software usually helps the system stability and optimization, so we recommend you check and often update to the latest version in your PC. Here you can learn more about:

How to update the BIOS version in Windows system

How to use EZ Flash to update the BIOS version

(For desktop products, please refer to ASUS Motherboard EZ Flash 3 Introduction.)

For executing Windows update and drivers update, here you can learn more about:

How to execute Windows Update

How to update drivers via customer support in MyASUS

If the problem persists after you have updated BIOS/Windows packages/drivers to the date, please continue the next troubleshooting step.

Back to Table of Contents

Restore the system from restore point

Back to Table of Contents

Reset the system

If the problem persists after all troubleshooting steps are completed. Please backup your personal files, then reset the PC to back to its original configuration. Here you can learn more about:

How to reset the system and remove all of my personal files

How to reset the system and keep my personal files

Back to Table of Contents

You also can refer to the suggestions of Microsoft, here you can learn more about how to fix network connection issues in Windows.

If your problem persists after following the above troubleshooting steps, the problem may be caused by the Internet service provider(ISP) or Internet equipment (modem/Internet cable/wireless share device). We suggest you should contact your ISP or try to implement the troubleshooting of Internet equipment. Here you can learn more about the troubleshooting of ASUS router:

[Troubleshooting] Failed Internet access through router

[Troubleshooting] Wi-Fi signal is often disconnected

If you still cannot resolve your problem, download MyASUS and try the System Diagnosis for troubleshooting. Click below!