Surface Laptop 2 Connected to Internet but Displaying "No Internet Access"

Question

Hello, 

My surface laptop 2 is connecting to the internet normally except that it says "No Internet Access" on the banner at the bottom of the screen. When I click that icon to see the list of Wifi / Ethernet connections I can see that I am connected to my wifi but it says "No Internet". Meanwhile, I can still browse the internet freely as I normally would. Sometimes, when I restart my computer, it will briefly say that I am connected before switching to the no internet status.

It would not be a problem except for the fact that Spotify will not play my music because it thinks that I do not have an internet connection. I am thinking it must check for an internet connection from the status I am seeing rather than actually pinging the connection? 

Either way, I would like the icon at the bottom to properly display my connection status. 

Any suggestions?

Thanks

Answer 1

Hi Sanuyall1,

Thank you for reaching out Microsoft Community. We apologize for the trouble this may have caused you.

What I'd like you to do to initially troubleshoot this issue is to run the system file checker. To do  that, kindly type C****ommand Prompt on the search box next to the Windows icon and run it as administrator. Once done, type and enter sfc /scannow. Let it load, detect and repair those corrupted files. Whether it detects a corrupted file or whatnot, kindly restart your Surface device and please run the Surface Diagnostic Toolki**t.

After running the Surface Diagnostic Toolkit, kindly uninstall/reinstall the Network Adapter driver in Device Manager.

Open Device Manager

Expand Network Adapter

Right-click on the Marvell AVASTAR driver available and select "uninstall device". Please leave the box unchecked if a pop up shows up before you can uninstall the driver successfully. Once done, kindly restart your Surface device to reinstall the driver automatically and go to Settings> Network & Internet > Look for Network Reset and reset the network connection completely. Once done, kindly reconnect your Surface device to your WiFi and check if the connection works fine now. If the issue persists, you might need to power cycle your router if in case it still show no internet access.

If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you need further assistance.

Kind Regards,

Crest_Zee

Answer 2

Thank you for getting back to me. Unfortunately, after trying all of your solutions, I am still having the same problem. I live on a university campus and so I do not have access to my wifi router. However, other people using the same wifi do not have this issue so I think it is a problem with my computer specifically.

Thanks

Answer 3

Hi Sanuyall1,

Thank you for your response.

Since you have tried few of the troubleshooting steps I have suggested but it didn't help, what I can highly recommend is to reset your device back to its factory settings. This is for us to determine if this is a hardware problem and that's if the issue still exists after the reset. Please save all your files before resetting the device using a USB recovery drive. See instructions below.

- HOW TO DOWNLOAD, CREATE AND USE A USB RECOVERY DRIVE -

You'll need a PC running Windows 7 or later or a Surface Device and a USB flashdrive (16GB or 32 GB).

1. Visit the page to Download the recovery image for your Surface
2. Sign in with your Microsoft Account
3. From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for your Surface device. 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

Format USB Drive:

• Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface

USB recovery drive.

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. Surface will start the recovery software on the USB recovery drive
7. When prompted, choose your language options and keyboard layout
8. Select Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive and continue with the reimaging process.

If in case the issue persists after resetting the device, I'd like you to contact our Microsoft Surface Support to get further assistance in getting a replacement for that unit.

If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you need further assistance.

Kind Regards,

Crest_Z