Article ID : 00164012 / Last Modified : 25/11/2016Print

How to troubleshoot a computer wireless network connection

    Use the following procedures to troubleshoot issues, including dropped connections, failed connections or low signal strength, when trying to set up or use a Wi-Fi or WLAN connection to a wireless router or access point.

    IMPORTANT: If possible, download and install all driver and software updates.


    • Each of these steps represents a possible solution to this issue. Because of this, try connecting to the wireless network  and view web sites using the Google Chrome browser after completing each step. If the Google Chrome browser is not available, use your default web browser.
    • This solution has been written to work with all VAIO computers that use the Windows 7 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.
    1. Verify the physical wireless switch is turned on.

      NOTE: For model-specific information about the location of the physical wireless switch, refer to the operating instructions supplied with the product.

    2. Turn on the WLAN adapter using the SmartWi Connection Utility .

      NOTE: If the SmartWi Connection Utility is not available, use the Windows Mobility Center to turn on the WLAN adapter .

    3. Disconnect power from the wireless router and modem, if they are separate devices, wait one minute and then reconnect power. Wait until the proper lights on the devices indicate the connection has been established and then test the connection.
    4. Configure the WLAN autoconfig service to start automatically .
    5. Reinstall the SmartWi Connection Utility using the VAIO Recovery software.
    6. Uninstall the driver from device manager  and reinstall it from the VAIO Recovery software.
    7. If possible test another computer on the wireless network.

      NOTE: If another computer is successful, this will ensure the problem is not with the ISP, modem or router.

    8. Turn off the power management setting  for the WLAN adapter.
    9. Repair the wireless connection .
    10. Start the computer into safe mode  and test the wireless connection in the Internet Explorer browser.

      NOTE: If the connection works in safe mode, the issue is likely caused by anti-virus or anti-spyware software. Configure the 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.

    11. Check the WAN IP address of the router 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.

    12. Reset the router and/or modem per the manufacturer's instructions.
    13. Check the manufacturer's web site and, if available, install all firmware updates for the router and/or modem.
    14. Check to determine if wireless interference  is causing the issue.
    15. Try adjusting settings on the WLAN router, such as the wireless channel frequency or cloning the MAC address .
    16. Changing the wireless encryption protocol  may resolve certain issues.

    The troubleshooting steps listed above should resolve your issue. If you have completed all of the steps and the issue is not resolved, service may be required.