Article ID : 00010734 / Last Modified : 12/11/2020

How to troubleshoot a 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.

    NOTE: Because each of these steps represents a possible solution to this issue, 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.

    1. Verify the physical wireless switch is turned on. Refer to the user's manual for instructions.

      NOTE: For model-specific information about the location of the physical wireless switch, refer to the operating instructions supplied with the product. Manuals are available online through the Manuals/Specs/Warranty link on this page.

    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.


      • If model-specific information is required to use the VAIO Recovery software, refer to the operating instructions supplied with the product. Manuals are available online through the Manuals/Specs/Warranty link on this page.
      • If available, download and install a SmartWi Connection Utility update through the Drivers & Software link on this page.
    6. Reinstall the original wireless adapter driver. Uninstall the driver from device manager and reinstall it from the VAIO Recovery software.
    7. If available, download and install a wireless adapter driver update through the Drivers & Software link on this page.
    8. 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.

    9. Turn off the power management setting for the WLAN adapter.
    10. Repair the wireless connection .
    11. Disable Internet Protocol Version 6 (TCP/IPv6) .
    12. Boot the computer into safe mode and test the wireless connection in Internet Explorer.

      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.

    13. 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.

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