Article ID : 00164564 / Last Modified : 29/08/2017

How to troubleshoot a Wireless LAN connection issue

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Follow the procedure below to troubleshoot wireless connection issues, including dropped connections, failed connections or low signal strength.

IMPORTANT:

  • If you are able to get an Internet connection but have dropped connections or low signal strength, download and install any SmartWi Connection Utility or VAIO Smart Network Utility update and any wireless adapter driver update available.
  • This solution has been written to work with all VAIO computers that use the Windows 8, Windows 7 or Windows Vista operating system. Because of this, some steps are only spelled out in general terms. The reason for this is that the process to perform that particular step is different depending on the model computer you have. For information specific to any particular model on how to complete any of the steps in this solution, refer to the operating instructions supplied with the computer.
  • Because each of these steps represents a possible solution to this issue, try connecting to the wireless network  and viewing websites using the Internet Explorer or Google Chrome browser after completing each step.
  1. Verify the physical wireless switch is turned on.

    NOTE: VAIO Models released in Summer 2012 do not have a physical wireless switch. Check the operating instructions to check if you computer has a physical wireless switch.

  2. Turn on the WLAN adapter using the VAIO Smart Network Utility  or the SmartWi Connection Utility .

    IMPORTANT:

    • All VAIO computers with the Windows 7 or Windows Vista operating system, or that have been upgraded to the Windows 8 operating system from Windows 7 or Vista, will include either the SmartWi Connection Utility or the VAIO Smart Network Utility, but not both. If neither SmartWi Connection Utility or VAIO Smart Network Utility are available, use the Windows Mobility Centre to turn on the WLAN adapter.
    • VAIO computers that came with Windows 8 operating system do not need and will not have either the SmartWi Connection Utility or the VAIO Smart Network Utility. The Windows 8 operating system takes the place of those two utilities.
  3. Use the operating system utility to repair the wireless connection .
  4. Configure the WLAN autoconfig service to start automatically .
  5. Start the computer in Safe Mode With Networking  and test the wireless connection.

    NOTE: If the connection works in Safe Mode, the issue is likely caused by anti-virus or anti-spyware software. Configure any installed anti-virus or anti-spyware software properly, per the manufacturer's instructions.

    WARNING: If anti-virus or anti-spyware software has been removed or disabled to troubleshoot the issue, Sony recommends enabling or reinstalling it to prevent exposure to malicious software. Once the software is enabled or reinstalled, configure it properly per the manufacturer's instructions to allow the Internet or network connection to work correctly.

  6. If possible, test another computer on the wireless network.

    NOTE: If another computer successfully connects, the problem is not with the Internet Service Provider (ISP), modem or router.

  7. Uninstall  the SmartWi Connection Utility or the VAIO Smart Network Utility software, and then reinstall it using either the VAIO Recovery Centre or VAIO Care software.
  8. Turn off the power management setting  for the WLAN adapter.
  9. Check the WAN IP address of the router as per the manufacturer's instructions.

    NOTE: If the router is not getting a WAN IP address, the issue is likely caused by a problem with ISP.

    WARNING: There is a risk of data loss. If a router has been specifically configured (PPPoe, DSL, MAC address filtering, security, etc.), the settings will be removed by resetting the router and it will have to be reconfigured.

  10. Reset the router and/or modem per the manufacturer's instructions.
  11. Check to determine if wireless interference  is causing the issue.
  12. Disable Internet Protocol Version 6 (TCP/IPv6).

    NOTE: Depending on the operating system, the steps to disable Internet Protocol Version 6 may vary.

  13. Try adjusting settings on the WLAN router, such as the wireless channel frequency or cloning the MAC address .

    NOTE: A good tool to inspect your wireless network and surrounding networks is inSSIDer.

    • The inSSIDer tool can be downloaded from the Metageek web site.
    • The inSSIDer tool will allow you to scan all surrounding wireless networks and determine the wireless channels they are operating on. This will allow you to change your own wireless channel frequency to one that is currently not used.
  14. Changing the wireless encryption protocol  may also resolve certain issues.