Surface Pro Windows 8 Wi-Fi won't connect

Question

I have two computers. One a one year old laptop with a competitors OS, the other a 1 week old Surface Pro. The Surface Pro does not connect to one of my primary Wi-Fi access points. The "Other Laptop" does not have any issues connecting to the same source.

I have found many questions regarding this issue, and have completed several steps to correct the issue (with no success) which are listed below.

Method 1: The "Other Laptop" connects without issue every time from the exact same location as the Surface Pro is in, but the Surface Pro does not; connect, stay connected or provides little to no capability when connected.

Method 2: Internet connection troubleshooter results - 

"Connect to an available network"

-> Show me a list of available networks

(Click on) -> MyNetwork (Shows 5 bars) -> (Connect automatically box checked) ->(click Connect) -> Password entered -> "No, don't turn on sharing or connect devices" (selected), -> "Can't connect to this network" -> "Help me solve connection problem" (If I actually do this, I'll be in an infinite loop, getting the same results) -> (click) Close.

"Check to see if the problem is fixed" (It's obvious it isn't, but I clicked it anyways) Result - Problems Found "You have no preferred wireless networks" 

Explore additional options (click).

Options:

1. Get help from a friend. (Is this really a best option?)
2. Recovery. I already reverted to the OOB (Out of the Box) configuration with no luck.
3. Online support. Luckily I have several other computers that can connect online to this forum, and find out how to get this $1000 paper weight working correctly.

Network Adapter troubleshooter (run as administrator):

1. Select the network adapter to diagnose -> Wi-Fi.
2. Connect to an available wireless network. -> Show me a list of available networks (It's deja-vu all over again).  See above results for "Internet Connection troubleshooter" above.

Method 3: I do not have the ability to connect directly to the router/modem at this particular location. The other topics were very general in nature, and also did not fix my issue.

I have also done the following with no luck:

Reboot (multiple times).

Verified that the drivers are current.

The router is broadcasting that it is set to 802.11g

Executed the following commands:

• netsh int tcp set heuristics disabled
• netsh int tcp set global autotuninglevel=disabled
• netsh int tcp set global rss=enabled
• Then type netsh int tcp show globalto verify that practically all the settings are disabled.
• Finally, reboot the Surface

Still no luck. If this can't be fixed, I'd like to know sooner than later so I can return this tablet, and get something that will better suit my needs. I have been troubleshooting this for (literally) hours today, and it has been a complete waste of my time.

NOTE - The Surface connects fine to my home network via Wi-Fi. So, I can safely say that the Wi-Fi adaptor is functioning properly. 

I purchased the Surface for use as a travel computer, so I wouldn't have to take my "Other Laptop" with me. It's compact size and full OS made it the choice for me. However, if I can't connect to the Wi-Fi at my primary Wi-Fi location, I will still need to use the "Other Laptop" which negates the need for this tablet. Please help, or let me know it can't be fixed so I can take this Surface back to Best Buy for a full refund.

Rich (not impressed yet) Gomez

Answer 1

Thanks for your help in trying to get this working properly. No the network at work is not a domain network.

NOTE - It may just be because I have trouble connecting to a network, but it seems like every time I am able to connect to a network, a patch is downloaded and I end up having to reboot. I was initially impressed with how quickly the Surface booted up, but if I download a new patch every time I do manage to connect to a network, I have to go through the install/reboot dance, and that "quick" boot time, becomes a long miserable wait (last night alone it was nearly ten minutes before I was able to use the computer, but then it wouldn't connect to the network).

I went home yesterday connected to my home network and the Surface downloaded a patch and restarted. NOTE - It may just be because I have trouble connecting to a network, but it seems like every time I am able to connect to a network, a patch is downloaded and I end up having to reboot. After the restart I tried connecting to my home network (the same one I downloaded the update on a few minutes earlier), and it stayed in a state of "limited". Disconnected from my network and tried connecting to my "Guest" network, same issue. I shut the Surface down, put it back in the box, taped the receipt to the box, stuck it on the front seat of my car, and will be returning it as soon as I get off work.

I'm done. Trying to get this to work for nearly a month now is ridiculous. I have spent too much time and effort with it, and need to move on. Thanks to all who responded and tried to help me get this working. I may revisit Windows 8 at a later time, but right now I see no point in trying any further. I have a laptop that will work (it has for nearly two years, without issue). I would prefer having a tablet sized device for travel (with a full OS, and peripheral ports), but it isn't this one.

Once again thanks for the help.

Answer 2

Does anyone from Microsoft read these forums? I really need an answer to my question.

By the way, the Surface connected fine to my work network yesterday, but won't connect at all today. I like the tablet, but if it isn't going to be reliable, then I really need to exchange it.

Please answer my question.

Answer 3

Being that this is a community bulletin board... If it's urgent, call MS SURFACE Tech Support. They will answer almost immediately, and offer you all the assistance you need.

Answer 4

Thanks for that. I was online with MS Support for the last two hours. 

Thanks to them I am convinced that I will be returning my Surface Pro for a full refund. My issue was not fixed, the tech was not paying attention to the questions I was asking (I asked how to find what updates were installed, she said it wasn't possible. Later in the chat session she asked me to bring up the "view updates" app, so we could see which updates I had installed on my system. A complete waste of 45 minutes to get to that point in the chat when we should have been there in the first five minutes.), she did not instill in me any confidence that the product would actually function as it should (it isn't now, why should I expect it to get any better).

Bottom line is; there is an issue with the Surface and it's ability to reliably connect to a given network (after running into the issue, I Googled network connectivity issues and Surface, and it appears to be an ongoing problem since it was released). After two hours in a chat session, I still cannot connect to my work network (My HP laptop with XP, my MacBook Pro, my iPhone, my iPad, and iPod all connect fine). I cannot rely on this as my work/travel device, and am abandoning it in favor of a more reliable, stable platform.

Unless someone can offer a fix within the next few hours, I will no longer be the owner of a MS SUrface Pro.

Answer 5

Hi Rich,

Have you tried "forgetting" your preferred network?

Don't know if it will help but it's worth a shot. Here is how: http://www.lovemysurface.net/surface-reset-wireless-connection/

Joanna-