Wifi intermittent outages Samsung Series 9 laptop

[cprelude]

Hi all,

I have a client experiencing intermittent wifi internet drops on her brand new Samsung Series 9 Laptop running Windows 8.

The error message specifically "Limited" connection. In other words, the laptop is getting as far as the router, but no internet can be established.

Now, we know the problem is not limited to one wireless router, as the client experiences these random drop-outs from all her standard wireless internet locations, including two offices as well as home.

Other users have unbroken connections in these locations, it must be stressed, so it seems we are looking at an issue specific to her laptop: Perhaps the in-built wireless (hardware or software), or perhaps a Windows 8 problem.

So far: I have tried: Disabling Power switch-off on the specific wireless device under Power Management tab; I have gone in to Power settings and set to Max Power on wireless both in battery and non-battery modes. I have checked she has the most up to date Intel driver for the wireless device.

I have checked security settings, and here I had some success. I tried uninstalling Avast Free, and replacing it with AVG Free. Actually, this was a real breakthrough moment, as the problem went away instantly, the second I disabled Avast, prior to uninstall.
However, after nearly 8 hours of running perfectly, the problem suddenly started re-occurring and it feels like we are back to square one. However, that change of security software CERTAINLY did something. I just wish I could see what...!

So, I am wondering if you guys have experienced anything similar? Are we looking at

A) Laptop return to retailer
B) Windows 8 Factory Reset?
C) Trying a USB wireless adaptor and seeing how it compares (as a diagnostic?).

Or any other thoughts?

Best wishes,
Paul R

 

[Markverhyden]

It's hard to say but the first thing that would jump to mind is DNS issues. The "Limited" message means the machine is receiving an IP address but it cannot route out. Try having the customer open a cmd prompt and then try some ping tests. First to 4.2.2.2. Then to linux.org.

Beyond that, personally, I would just have her return it under the return policy and get another one just in case there is a hardware problem.

 

[altrenda]

I googled "samsung series 9 laptop wifi problem" and find that it is a common problem.

Look here for a possible solution http://theitbros.com/samsung-series-9-wireless-issues/

There seems to be a lot of issues with new laptops and wifi. I was looking for an ultarbook for my son and really wanted a Lenovo, but there are many reported problems with them as well. Wound up with a Toshiba.

 

[cprelude]

Many thanks for the advice

Hi Guys, Mark and altrenda...

Many thanks for your advice. Very grateful.

Actually, on reflection the customer has taken everything in to account and decided to return to store. I think it's a good bet, simply based on the fact that she tried everything else (updated drivers, power settings, all sorts of other tricks), and it just didn't work.

I think it points to a fault of some kind on that particular model which Samsung really needs to get on top of.

Well, that's my view at the moment. I don't think anything software related was gonna hit home with this problem.

Very best wishes,
Paul

 

[TimM]

Could've been worse... if it was a keyboard for instance

 

[brandonkick]

I'd have tried a wireless usb stick, just to verify that it would work correctly.


Returning wasn't a terrible idea. All depending on the work involved, I may have done a N&P or tried a live OS disk to see if it was hardware or software related. I'm guessing software.

 

[altrenda]

Taking it back is probably a good idea, if its a design flaw you can chase your tail and never really fix it.

In researching ultrabooks for my son, there appears to be issues with Lenovos, Dell, and Samsungs using a Broadcom adapter that hasn't been solved yet, and problems with others using the Intel Centrino chipset that is a driver issue that hasn't been fixed.

 

[Markverhyden]

That's why I mentioned taking it back if possible. I've done my time in retail as well as computer repair. We all know that new equipment can have problems (DOA). Far better to be able to exercise the return option, especially if it's something happening often.

 

[krtechsolutions]

I have a Samsung 9 series with windows 7 and it sits in the closet as I have wifi issues with it and it drives me nuts.

I have not taken the time to troubleshoot it as of yet, but like others said it appears to be a common issue