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Fix WiFi issues on a Windows computer

Updated

If you are seeing issues when trying to connect your Windows laptop to the WiFi, follow these steps to diagnose and fix the issue.

Step 1 - Make sure you’re connected to the right network

Go to your device’s WiFi settings and check:

  • You are connected to ASK4 Wireless

  • If you’re trying to use ASK4 Wireless (802.1x) - make sure your device supports this login method

  • You’ve completed any login page actions that appear

Step 2 - Forget and reconnect to the network

  • Click the WiFi icon in the taskbar

  • Right-click the network (e.g. ASK4 Wireless)

  • Select Forget

  • Reconnect and re-enter your ASK4 credentials if needed, then test again

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Step 3 - Disable VPNs

  • Some VPNs can block internet access

  • Temporarily disable them to test the connection

Step 4 - Reboot your laptop

  • Save your work, restart your laptop and test again

  • This can clear temporary network issues

Step 5 – Disable Random Hardware Addresses (Windows 10/11)

Windows laptops and PCs sometimes use random hardware (MAC) addresses when connecting to WiFi. This can cause your device to disconnect or ask you to register repeatedly.

To turn it off:

  • Open Settings > Network & Internet > Wi-Fi

  • Click Manage known networks

  • Select ASK4 Wireless

  • Choose Properties

  • Under Random hardware addresses, set this to Off

Then forget the network and reconnect.

Step 6 - Disable and re-enable the wireless adapter

  • Press windows-key-icon-11.jpg + R and type ncpa.cpl

  • Right-click your WiFi adapter and select Disable

  • Wait 5 seconds, then Enable it again. Test again & if you're still seeing the problem move on to Step 5.

Step 7 - Check your network settings

  • Press windows-key-icon-11.jpg + R and type ncpa.cpl

  • Right-click your WiFi adapter > Properties

  • Select Internet Protocol Version 4 (TCP/IPv4) > Properties

  • Ensure both options are set to:

    • Obtain an IP address automatically

    • Obtain DNS server address automatically

  • Click OK and test again

Step 8 - Update your WiFi driver

  • Press windows-key-icon-11.jpg + X and select Device Manager

  • Expand Network adapters

  • Right-click your WiFi adapter > Update driver

  • Choose Search automatically for drivers

  • If any updates were applied, test again

Step 9 - Try another browser

  • If your WiFi works but websites won’t load, try testing in Google Chrome, Firefox, or Edge

  • Clear your browser’s cache or try incognito/private mode

Step 10 - Ensure your device is registered on your account

  • Go to https://signup.ask4.com/ 

  • Select Already Signed Up

  • Log in to your ASK4 account

  • Select Enable this device if prompted and test again

Step 11 - Use ASK4 Diagnostics on your mobile

Download the ASK4 Diagnostics app to test your connection: How to use the ASK4 Diagnostics app

  • Follow the on-screen instructions and ensure your mobile phone is next to your laptop when running the testing.

  • Once testing is complete, press the Share button when prompted and click Raise Support Request to share this with our Support team

Step 12 - Desktop diagnostics on your Windows laptop (full details for Support)

If you still have issues after the steps above, please capture the following from the same location where you see the problem. These help us pinpoint WiFi signal, latency, and routing issues quickly.

Take full-screen screenshots

  • Press PrtScn (Print Screen) to capture the whole screen

  • Do not crop - the time should be visible

  • Save as .PNG or .JPG

Ping tests

  • Click Start and type cmd

  • Right-click Command Prompt - Run as administrator

  • Open two Command Prompt windows side by side

  • In the first window, run:

    ping google.co.uk -n 100

  • In the second window, run:

    ping gw -n 100

  • Wait until each shows Ping statistics

  • Take a full-screen screenshot showing both windows and results

Traceroute (optional but helpful if sites are slow)

In Command Prompt:

tracert google.co.uk

Take a screenshot of the full output.

Speed test (wired preferred if possible)

  • If you can, connect via Ethernet for this step

  • Go to www.speedtest.net and run a test

  • Screenshot the results

Scan your WiFi environment with

  • Download and install inSSIDer (free edition)

  • Open inSSIDer and position the window so most networks are visible

  • Expand the MAC address column to show full values

  • Sort the Signal column from best to worst ▼ (triangle down)

  • Stand in the exact location where you experience issues

  • Take a full-screen screenshot with the time visible

9.png

Step 13 - Send your results to Support

Email your screenshots and a brief summary to support@ask4.com. Include:

  • Your full name

  • Building, address, block/flat/room

  • Contact number

  • ASK4 username

  • Your ASK4 issue reference number

  • A sentence on what you see and when it happens (e.g. only evenings, only in bedroom, only on WiFi)

Still having trouble?

  • Contact Support

  • Include what you’ve tried and any error messages you've seen

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