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I can?t connect to a Wi-Fi network

I can?t connect to a Wi-Fi network

Article ID: 21176

I can't connect to a Wi-Fi network

I can?t connect to a public or corporate network

Try these steps in order if you have trouble connecting to a Wi-Fi network. Stop when the problem is solved.

  1. Open Wi-Fi , and tap to turn Wi-Fi off and then on.
  2. If the device does not automatically connect to a known network, do one of the following:
    • Select the Wi-Fi network you want to connect to from the list.
    • If you?re trying to connect to a secure network with a hidden name, ask the system administrator for the info needed to connect to the network.
    • If you?re not trying to connect to a secure network with a hidden name and there are no Wi-Fi networks detected, there are no Wi-Fi networks available for the device to connect to. Try moving to another location and attempting the connection again.
  3. Try connecting to the Wi-Fi network with another computer or device.
    • If you can connect with the other device, but not with the device, continue with step 4.
    • If you cannot connect using the other device, there may be a problem with the Wi-Fi network?s Internet connection or wireless router. Report the problem to the system administrator.
  4. Does the Wi-Fi network use a compatible router? Your device is compatible only with the following wireless protocols:
    • 802.11b
    • 802.11g
    • 802.11n
    • 802.11a (TouchPad tablets only; other devices are not compatible with 802.11a)


    Check with the system administrator (who may be, for example, the librarian or the person behind the counter at the coffee shop) to verify that the Wi-Fi network supports 802.11 b, g, or n (or 802.11a for TouchPad only). Also make sure that the network is working correctly, and find out if a password is required in order to access this network.

  5. Does the Wi-Fi network use MAC address filtering?

    MAC address filtering is a common method of securing a Wi-Fi network. The filter list is similar to a guest list at a party; if you're not on the list, you can't come in. The filter list (allowing access to Wi-Fi network) lives on the Wi-Fi router. This list is maintained by the system administrator and you must provide the administrator with your device?s MAC address and request to be added to the list.



    To find your device?s MAC address:

    1. Open Device Info .
    2. Tap More Info.
    3. The MAC address is the Wi-Fi hex number under Phone or Device.
  6. Verify the security certificate(s). See Verifying an SSL certificate for details.
  7. Restart your device.
    1. Open Device Info .
    2. Tap Reset Options.
    3. Tap Restart.
  8. Run the Quick Tests (smartphone) or automated diagnostic tests (tablet) on your device.
    1. Smartphone: Open Device Info > application menu > Tests > Quick Tests.
    2. Tablet: Open Device Info > application menu > Diagnostics > Automated > Automated Test Suite > Start.
    3. If any of the components do not pass the test, contact HP for assistance.

I can?t connect to my home network

Try these steps in order if you have trouble connecting to a Wi-Fi network. Stop when the problem is solved.

  1. Open Wi-Fi , and tap to turn Wi-Fi off and then on.
  2. If the device does not automatically connect to your network, select your Wi-Fi network from the list. If the device does not detect your Wi-Fi network, continue to the next step.
  3. Try connecting to the Wi-Fi network with another computer or device.
    • If you can connect with the other device, but not with the device, continue with step 4.
    • If the other device cannot connect, there may be a problem with your Internet connection or wireless router. Unplug the modem and the wireless router and reboot the modem. Once the modem re-establishes an Internet connection, plug in the wireless router and try connecting again. If you still can't connect with the other device or computer, contact your Internet Service Provider.
  4. Does the Wi-Fi network use a compatible router? Your device is compatible only with the following wireless protocols:
    • 802.11b
    • 802.11g
    • 802.11n
    • 802.11a (TouchPad tablets only; other devices are not compatible with 802.11a)


    Check with the system administrator (who may be, for example, the librarian or the person behind the counter at the coffee shop) to verify that the Wi-Fi network supports 802.11 b, g, or n (or 802.11a for TouchPad only). Also make sure that the network is working correctly, and find out if a password is required in order to access this network.

  5. Does your Wi-Fi network use MAC address filtering?

    MAC address filtering is a common method of securing a Wi-Fi network. The filter list is similar to a guest list at a party; if you're not on the list, you can't come in. The filter list (allowing access to your network) lives on your Wi-Fi router.



    If your Wi-Fi network uses MAC address filtering, you need to log in to the Wi-Fi router and add your device?s MAC addresses to the access control list. Since each router has a unique method to perform this task, consult your router documentation for detailed instructions.



    To find your device?s MAC address:

    1. Open Device Info .
    2. Tap More Info.
    3. The MAC address is the Wi-Fi hex number under Phone or Device.
  6. Restart your phone.
    1. Open Device Info .
    2. Tap Reset Options.
    3. Tap Restart.
  7. Run the Quick Tests (smartphone) or automated diagnostic tests (tablet) on your device.
    1. Smartphone: Open Device Info > application menu > Tests > Quick Tests.
    2. Tablet: Open Device Info > application menu > Diagnostics > Automated > Automated Test Suite > Start.
    3. If any of the components do not pass the test, contact HP for assistance.

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