My Surface Pro(s) Will Not Stay Connected to the Internet

Question

About three weeks ago, you pushed a Windows update and since then neither of my Surface Pro computers will stay connected to the internet. They seem to stay connected while I'm working but as soon as I stop for more than 60 seconds, they are disconnected and cannot be reconnected. I have to restart the computers to reconnect.

I know your first guidance will be to reset my router. Done! And that changed nothing. Next you're going to tell me to run the troubleshooter. I've done that multiple times on each computer and when they are connected, the troubleshooter reports no problems. When they are not connected, the troubleshooter reports the computers are not connected to the internet, which I already know.

This is far outside my area of expertise but I believe something in the update has goofed up the drivers. I have an HP and a Dell computer connected to the same home network and they do not have these issues.

Answer 1

Hi CO Firefighter,

Thank you for reaching Microsoft Community.

I am aware of the network issue you're experiencing with your Surface Pro devices staying connected to the internet. I am here to help and let us work on this together. Allow me to ask a few questions.

• May I know what build version of Windows you are currently running?
• Would you mind sharing the network driver version does your device running? Open Device manager > expand network adapters category > right click on the network driver and select Driver tab.

If issue happens right after an update, try uninstalling the update and see if it resolves the issue, see How to uninstall a Windows update - Microsoft Support.

**Note:**Some updates cannot be uninstalled.

If that didn't work. And since you've already tried resetting your router and running the troubleshooter, the next step would be to manually update the network drivers on your Surface Pro computers.

To do this, please follow these steps:

1. Press the Windows key + X and select Device Manager.
2. Expand the Network adapters section.
3. Right-click on the network adapter and select Update driver.
4. Select Search automatically for updated driver software.
5. Follow the on-screen instructions to complete the update.

Reset network settings:

Go to Settings > Network & Internet > Status > Network reset and select Reset now. This will reset all network settings on your Surface Pro devices, including Wi-Fi, cellular, and VPN settings.

Remove and reinstall driver.

1. Select Search on the taskbar, enter Device Manager, and select it from the results.
2. Select the arrow next to Network adapters to expand the adapters list.
3. Double-click your network adapter, select the Driver tab, and then select Uninstall Device.
4. Select Attempt to remove the driver for this device and then select Uninstall.
5. Restart your Surface.

If you’re still having problems with your Wi-Fi network, see Fix Wi-Fi connection issues in Windows for other solutions. 

I hope to hear back from you.

Kind regards,

Lavenia

Answer 2

I apoligize for my delayed response. I am still having the same issue. My device manager shows a lengthy list of network drivers so I don't know which one to update. I went through the list and updated them all but got an automated message that each one was up to date.

When I restart my computer, I always reconnect to the internet but after five minutes of less of idle time, it disconnects and won't re-connect unless I restart.

Standing by for the next steps.

Answer 3

Good morning again. I just realized I did not answer all of your questions:

The Windows build version is: 22621.2361

There are so many network drivers listed I did not know which one to update or provide a version for. I did attempt to manually update all of them. Here is a screen shot:

Answer 4

I appreciate you for responding back and providing this photo, CO Firefighter. Your network driver should be Intel® Wi-Fi 6  AX201. Kindly try to reinstall the network driver and observe if problem persist.

I'll wait for your update on this.

Answer 5

Hi Lavenia. I am cautiously optimistic that my issue is fixed. I reinstalled the network driver as you suggested and I have been connected continuously now for 36 hours. Thank you for your help with this.