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Problem with internet connection on Microsoft Surface

Anonymous
2022-08-19T06:23:10+00:00

Hello, I have a AMD Ryzen 5 Microsoft Surface laptop 4 and recently it has not been connecting to the internet, saying that firewall or security is blocking your internet connection however every time I restart the laptop, connection is restored. How can I fix that? I have a paid VPN installed for almost a year but no issues have ever occurred except now.

Surface | Surface Laptop | Network

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  1. Anonymous
    2022-08-19T16:16:08+00:00

    Hi Hibah88,

    Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you.  This probably causes due to a driver conflict. I recommend to try the following steps below.

    1. Force the device to shut down and restart

    Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

    2. Run Surface Diagnostic Toolkit

    See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

    3. Run Network Troubleshooter

    Open Settings >> Click on Network and Internet >> Under the left-hand panel, option Status navigate to Network Troubleshooterand click it

    4. Network reset

    Settings > Networkand Internet > Status > NetworkReset.

    5. Uninstall and re-install the network adapter driver and restart.

    Open Device Manager >> Expand Network adapters >> right click on Intel Wi-fi 6 network driver and then Uninstall device. Do not permanently delete the driver. Just leave the box uncheck then choose Uninstall. Restart your device after.

    If none of the steps work, try re-installing the VPN and see if it fixes the problem.

    Kind regards,

    Lavenia

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  2. Anonymous
    2022-08-23T16:50:17+00:00

    Hi Hibah88,

    We have notice that you haven't replied to our first response. We would like to know if you still need further assistance with your concern. If yes, don't hesitate to response back so we can further assist you.  Hope to hear from you soon.Kind regards,Lavenia

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  3. Anonymous
    2022-08-25T22:13:21+00:00

    Hi Hibah88,

    We have not heard anything from you in the last 72 hours. Please do not hesitate to create a new thread if you have new concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage. Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated into getting a resolution for this issue of yours We appreciate the time you spent with us.Kind regards,Lavenia

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