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Surface Pro had intermittent then lost internet connection (No internet, secured)

Martina S 20 Reputation points
2025-11-13T10:08:23.55+00:00

The surface pro has worked normally since purchase in August. It had been running with NordVPN and not issues. Yesterday, it stopped getting access via the usual house internet - the connection to wifi worked, but it said 'no internet'.

Initially, the connection from a phone wifi hotspot worked, so I tried to solve the problem using that. I ensured that the Windows updates were fully up to date. I disabled Nord VPN and set it so that it no longer booted on startup. I rebooted and ensured that NordVPN was not running. I checked that four other PCs and the TV/TVbox all continued to work normally with the house wifi.

While still able to get internet access through the phone hotspot, I tried to address the issue with the connection through the house wifi.

I followed the network troubleshooter but that did not help.

I rebooted each device in turn, but none of that helped, i.e. the house wifi router (5 minutes off), the Surface Pro (ordinary reboot and 20 second forced hard reboot). I also tried switching in and out of airplane mode also a network reset, but nothing has helped.

Then the Surface internet access through the phone hotspot failed with the same symptoms: wifi symbol showing full bars connected but no 'no internet, secured', with the symbol switching to the 'Globe with stop sign'. It also failed to work with a usb tether to the phone.

Just after the hotspot connection to internet failed (while the phone and the Surface were still connected by wifi), the Surface Pro showed the 'connected to internet' symbol instead of the wifi symbol, although there was no successful connection. This then reverted to the 'Globe with stop sign' image.

Can you suggest the appropriate steps to troubleshoot further, please?

The technical details of the Surface Pro are:

Version of windows: Microsoft Windows 11 Home 10.0.26200 Build 26200

Surface Pro 12 in 1st Ed with Snapdragon

Bios Microsoft Corporation 8.722.235, 02/07/2025

Qualcomm FastConnect(TM) 7800 Mobile Connectivity System

Driver date 18/03/2025

Driver version 1.0.4267.800

Surface | Surface Pro | Network
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  1. Restee Miranda 13,995 Reputation points Independent Advisor
    2025-11-13T14:32:06.4566667+00:00

    Hi Martina, I can see how that would be a headache, especially since everything else on your network works fine.

    Based on what you described, the issue sounds like the Surface Pro’s network stack or the Qualcomm Wi-Fi driver got corrupted, which can happen after updates or VPN changes. When both Wi-Fi and tethering fail, it usually means the device isn’t handling IP or DNS properly. The first thing I’d try is flushing DNS and resetting the TCP/IP stack using Command Prompt with ipconfig /flushdns and netsh int ip reset, then reboot. Next, check if the Surface is getting an IP address under Settings > Network & Internet > Wi-Fi > Hardware properties—if it shows “No IP,” that points to DHCP problems. I’d also recommend reinstalling the Qualcomm FastConnect driver from the official Surface support site instead of relying on Windows Update.

    One quick question: when you disabled NordVPN, did you also remove any TAP adapters from Device Manager? Those can interfere even when the app is off. Do you want me to walk you through the exact steps for the driver reinstall and adapter cleanup?

    Kind regards,

    Rez

    1 person found this answer helpful.

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  1. Q&A Assist
    2025-11-13T10:13:17.9466667+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    To troubleshoot the internet connectivity issue on your Surface Pro, follow these steps:

    1. Verify Network Connection: Ensure that your Wi-Fi is turned on and that you are connected to the correct network. Check this in Settings > Network & Internet > Wi-Fi.
    2. Forget and Reconnect to Wi-Fi: Go to Settings > Network & Internet > Wi-Fi > Manage known networks, select your home Wi-Fi network, and click Forget. After that, reconnect by entering the Wi-Fi password again.
    3. Update Network Drivers: Check if your Wi-Fi drivers are up to date. Open Device Manager, expand Network adapters, right-click on your Wi-Fi adapter, and select Update driver.
    4. Run the Network Troubleshooter: Since you've already tried this, run it again after making the above changes. Navigate to Settings > Update & Security > Troubleshoot > Additional troubleshooters > Internet Connections.
    5. Check for Windows Updates: Ensure your Windows is fully updated by going to Settings > Update & Security > Windows Update and checking for any available updates.
    6. Reset Network Settings: If the problem persists, consider resetting your network settings. Go to Settings > Network & Internet > Status, scroll down, and select Network reset. This will remove and reinstall all network adapters and reset other networking components to their original settings.
    7. Minimize Interference: Check for physical obstructions or electronic devices that could interfere with your Wi-Fi signal. Thick walls or metal objects can disrupt connectivity.
    8. Use the Surface Diagnostic Toolkit: This tool can help identify and resolve common connectivity issues. It is designed to assist with diagnosing specific problems related to your Surface device's connectivity.
    9. Inspect Router Settings: If possible, access your router settings to check for any restrictions or configurations that might block your Surface Pro from accessing the internet.
    10. Contact Microsoft Support: If none of the above steps resolve the issue, consider reaching out to Microsoft Support for further assistance.

    These steps should help you effectively troubleshoot and potentially resolve the connectivity issues on your Surface Pro.

    References:

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