Microsoft Surface Laptop 4 wifi problems

Question

I recently got a Microsoft surface laptop 4 for my graduation gift. It connected to the hotel wifi just fine, but whenever I tried to connect it to my house wifi, it repeatedly keeps saying “cannot connect to this device”. I tried running a trouble shooting, restarting and updating my laptop and router, but nothing seems to work. How do I fix this?

Answer 1

Hi Bella Thompson,

Thank you for reaching Microsoft Community. We're sorry for the inconvenience this has caused you. I am here to help and let us work on this together. Allow me to ask few questions to help us further isolate the problem.

• May I know the make and model of your router/modem?
• What build version of Windows are you on?
• Do other devices connect to your home Wi-Fi successfully?

Please try the following steps below to further troubleshoot your device.

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.

Run Windows Network Troubleshooter.

• Select Start and type settings.  Select Settings > System > Troubleshoot.
• Select Other Troubleshooters.
• Select Network Adapter > Run.
• Follow the steps in the troubleshooter and see if that fixes the problem.

Network Reset

• Open Windows Settings > Network & Internet > Status
• Scroll down and select the Network Reset option
• On the next page, select Reset now and click Yes to confirm
• Wait for the device to restart then connect to your network again

Remove and reinstall driver.

• Select Search on the taskbar, enter Device Manager, and select it from the results.
• Select the arrow next to Network adapters to expand the adapters list.
• Double-click your network adapter (Intel® Wi-Fi 6 AX200 or AX201), select the Driver tab, and then select Uninstall Device. (If prompt to permanently delete the driver, leave the box uncheck and select uninstall)
• Restart your Surface.

The troubleshooting can be found at Troubleshooting Wi-Fi connection on your Surface - Microsoft Support.

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

I hope these helps. Let me know how it goes.

Kind regards,

Lavenia

Answer 2

The make and model is Hitron CODA-5712. The build version is 11 I do believe and all of my other devices connect to the home wifi with no problems. I’ve tried the steps you’ve listed and I’m still unable to connect to my wifi.

Answer 3

We're sorry if none of the suggestions works. May I know how many devices that are connected to your home Wi-fi?

And also, have you gone through the steps running the network command to manually reset the TCP/IP stack, release and renew the IP address, and flush and reset the DNS client resolver cache? If not yet, I recommend doing so. An IP error may be the cause.

Here's how:

1. Select Search on the taskbar, and type command prompt. The Command Promptbutton will appear. To the right of it, select Run as administrator> Yes.
2. At the command prompt, run the following commands in the listed order, and then check to see if that fixes your connection problem:
   • Type netsh winsock reset and selectEnter.
   • Type netsh int ip reset and select Enter.
   • Type ipconfig /release and select Enter.
   • Type ipconfig /renew and select Enter.
   • Type ipconfig /flushdns and select Enter.

Answer 4

Hi Bella Thompson,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for understanding. 

Kind regards,

Lavenia