Wifi adapter disabled after installing Express VPN

Question

Wifi adapter disabled after installing Express VPN

P D 0

I have a new Surface Pro, and am in the process of setting it up FOR THE SECOND TIME. During the first set up my wifi adapter stopped working and I wasn't sure of the cause, although it was when I was in the middle of downloading Express VPN. As it is a new computer, I took it back to the shop where they did a factory re-set. Second time around, the same problem happened again as I was allowing changes to be made to my computer to install Express VPN. So, I don't have the VPN installed, because I have no internet connection to download it, and every step suggested to restore my wifi network adapter has not fixed the problem (restart the wifi network adapter, reset the wifi device, re-install the wifi driver, restart your pc (duh!), network reset).

What next???

P D 0 Reputation points

2026-01-11T20:03:36.2766667+00:00

To be clear, the VPN didn't install because the wifi adapter went down before I could click to install it, and I now don't have an internet connection which may be helpful for some fixes.

1 answer

Your answer

P D 0 Reputation points

2026-01-11T20:03:36.2766667+00:00

To be clear, the VPN didn't install because the wifi adapter went down before I could click to install it, and I now don't have an internet connection which may be helpful for some fixes.

Answer 1

Ian-Ng 10,515 Microsoft External Staff Moderator

Hi @P D,

Welcome to Microsoft Q&A forum.

Thank you for reaching out regarding the connectivity challenges you are experiencing with your new Surface Pro.

As you described, your Wi-Fi adapter became unresponsive during the ExpressVPN installation and remains offline despite several reset attempts. This behavior typically occurs when a third-party setup creates a configuration conflict between the Windows system and the network hardware.

To help resolve this behavior, please follow the troubleshooting steps outlined below:

1. Perform a forced shutdown and restart

Surface devices have a specific hardware initialization process that can clear stuck hardware states.

Press and hold the power button until your Surface shuts down and restarts (about 20 seconds). When you see the Windows logo, release the button.

2. Manual driver re-initialization

Right-click Start and select Device Manager.
Expand Network adapters, right-click your Wi-Fi adapter, and select Properties.
Go to the Driver tab, select Update Driver > Browse my computer for drivers > Let me pick from a list...
Select the driver version listed and click Next to force Windows to re-install the stack.

3. Reset network components via command prompt

Type cmd in the Windows search bar, right-click it, and Run as Administrator.
Enter the following commands one by one:
- netsh winsock reset
- netsh int ip reset
Then restart your device.

Please try these steps and let me know the outcome. If the adapter remains disabled, we will further investigate to help your Surface is operational.

I'm looking forward to your response.

P D 0 Reputation points

2026-01-13T15:59:59.0933333+00:00

Hello,

Unfortunately, non of those steps restored my wifi driver.

In the driver re-intialization step, I tried both versions available: 1.0.4267.800 [18.03.2025] and 1.0.4374.2025 [14.07.2025]

After step 3 I restarted and even tried another forced shutdown and restartai but to no avail.

Awaiting further suggestions....
Ian-Ng 10,515 Reputation points Microsoft External Staff Moderator

2026-01-13T18:47:50.1666667+00:00
Hi @P D,

Thank you for providing those details. I understand that the Wi-Fi adapter remains unresponsive despite trying multiple driver versions and performing the initial resets. Since the behavior persists, it suggests that the third-party installation may have left behind virtual configurations or triggered a hardware state that prevents the physical adapter from initializing correctly.

To further address this, please perform the following troubleshooting steps:

1. Remove hidden virtual adapters

Third-party network software can install virtual drivers that conflict with your physical hardware.

Right-click Start and select Device Manager.

Select View at the top and click Show hidden devices.

Expand Network adapters. Look for any entries related to ExpressVPN, TAP, or TUN.

Right-click these entries and select Uninstall device. If available, check the box to "Attempt to remove the driver for this device."

Restart your Surface.

2. Refresh hardware via surface UEFI

Refreshing the hardware state at the firmware level can resolve persistent connectivity incidents.

Shut down your Surface. Press and hold the Volume Up button, then press and release the Power button.

Release Volume Up when the UEFI screen appears.

Navigate to Devices, toggle Wi-Fi & Bluetooth to Off, and wait 30 seconds.

Toggle them back to On.

Select Exit and then Restart now.

3. Perform a clean boot

This helps determine if a background service is preventing the adapter from starting.

Type msconfig in the Windows search bar and select System Configuration.

On the Services tab, select Hide all Microsoft services, then select Disable all.

On the Startup tab, select Open Task Manager and Disable all startup items.

Restart your device.

Please try these steps and update me on the outcome so we may further investigate if needed.
P D 0 Reputation points

2026-01-14T16:41:54.82+00:00

Hello again – still no success, but I haven’t completed all the steps due to the issues I found below.

Remove hidden virtual adapters, when I expanded Network Adapters I got the following entries:

            Bluetooth device (personal area network)

            Microsoft Kernel debug network adapter

            Qualcomm(R) FastConnect 7800 Mobile connectivity system

            Unknown device

            Unknown device

            Unknown device

            WAN miniport (IKEv2)

            WAN miniport (IP)

            WAN miniport (IPv6)

            WAN miniport (L2TP)

            WAN miniport (network monitor)

            WAN miniport (PPOE)

            WAN miniport (PPTP)

            WAN miniport (SSTP)

All 3 unknown devices: status: no drivers are installed for this device, with the following Value: ROOT\NET\009 ROOT\NET\0010 ROOT\NET\0011

Should I just leave them? There are none of the entries you mentioned above.

Refresh hardware via surface UEFI

I got as far as the Surface UEFI (hooray!) but I don’t see how to navigate to Devices on the menu. On the left hand menu I have:

PC information

Security

Boot configuration

Date and time

About

Exit

None of these menu items lead to devices.

I think I will stop here for your feedback before trying the Clean boot.

Thanks for your continued help – your explanations are very clear!
Ian-Ng 10,515 Reputation points Microsoft External Staff Moderator

2026-01-14T21:45:03.7266667+00:00
Hi @P D,

Thank you for providing those specific details regarding your Device Manager and UEFI menu. This information is very helpful in narrowing down the configuration conflict.

The "Unknown devices" labeled ROOT\NET are the virtual components the third-party software attempted to install. Since they lack drivers, they act as placeholders that can prevent your physical Qualcomm adapter from communicating correctly. Additionally, the presence of the "Qualcomm(R) FastConnect 7800" confirms that your hardware is being detected by the system, which is a positive sign.

Please proceed with the following refined steps:

1. Uninstall the "Unknown Devices"

In Device Manager, right-click each of the three Unknown device entries (ROOT\NET\0009, etc.).

Select Uninstall device and confirm.

After removing all three, right-click Qualcomm(R) FastConnect 7800 and select Uninstall device (do not delete the driver software if prompted).

Restart your Surface. Windows will automatically re-detect the Qualcomm hardware without the interference of the virtual entries.

2. Navigating the Surface UEFI

On newer Surface Pro models with the Snapdragon processor, the hardware toggles may be located within the security sub-menu if "Devices" is not visible on the main list.

Return to the UEFI menu.

Select Security from the left-hand menu.

Look for Device Enable/Disable or a similar sub-section.

Locate Wi-Fi & Bluetooth, toggle it Off, exit/restart, and then repeat the process to toggle it back to On.

Since the virtual adapters have been identified, performing the Clean Boot (as outlined in the previous response) is now a crucial next step to ensure no residual third-party services are attempting to re-engage those ROOT\NET entries upon startup.

Please try these adjustments and let me know if the Wi-Fi functionality returns. I'm ready to investigate further if the adapter remains in an unresponsive state.
P D 0 Reputation points

2026-01-15T21:04:52.5333333+00:00

Hi,

Thanks for your suggestions.

I've uninstalled the 3 unknown devices, as well as the Qualcomm and restarted. (Qualcomm is back up after the restart )

By the way, when going into Device manager to do the Network adapter clean-up, I noticed under 'Other devices' I have 9 (nine!) unknown devices, with drivers not installed (code 28), all ROOT\NET\number. Any comments on that? Should I uninstall them??

Back in the Surface UEFI I still don't see anything like Device Enable/Disable. Under Security I only have UEFI Password (add or change) and Secure boot (change configuration). So I'm stuck on that.

Went to the Clean boot without the UEFI step.

Under System Configuration after hiding all Microsoft services, I do have 3 Express VPN Service (App, System, and VPN) and under status they are listed as running.

Under the Start-up tab, then Task Manager, my enable/disable options are greyed out.

Since I couldn't complete all the steps you outlined, I haven't done the clean boot.

Thanks again for your perseverence - Next steps?
Ian-Ng 10,515 Reputation points Microsoft External Staff Moderator

2026-01-15T22:24:17.27+00:00
Hi @P D,

Thank you for the detailed feedback. It is clear that the active third-party services and the nine residual virtual components are causing a configuration conflict, keeping your Qualcomm adapter in an unresponsive state.

Please follow these refined steps to clear the conflict:

1/Remove all residual components

In Device Manager, right-click and Uninstall all nine "Unknown devices" found under both "Other devices" and "Network adapters."

2/Disable services via Services.msc

Since Task Manager is restricted, please use the Services management tool:

Type services.msc in the Windows search bar and hit Enter.

Locate the three ExpressVPN services.

For each, right-click Properties, set the Startup type to Disabled, and click Stop.

3/Complete the Clean Boot

Now that the services are disabled, perform the Clean Boot via msconfig as outlined previously and restart your device.

4/Re-initialize hardware

After the restart, return to Device Manager, right-click the Qualcomm(R) FastConnect 7800, select Disable device, wait 10 seconds, and then select Enable device.

Please update me on the outcome of these steps. We are ready to provide further investigation if the connectivity behavior persists.
P D 0 Reputation points

2026-01-16T12:10:28.3666667+00:00

Hi,

Unfortunately, even after successfully completing all the steps you outlined above, I still have no wifi connectivity.

I even repeated all the steps in the troubleshooting page, including network reset (for the umpteenth time).

Do you have any other ideas? I sure hope so! Thanks in advance
Ian-Ng 10,515 Reputation points Microsoft External Staff Moderator

2026-01-16T21:37:17.29+00:00
Hi @P D,I appreciate your continued persistence in following the previous troubleshooting phases. Since the behavior persists despite the removal of virtual adapters and the execution of a Clean Boot, it indicates that the configuration conflict from the third-party installation has likely affected the core networking registry keys at a system level.Given that standard software resets have not restored the Qualcomm adapter's functionality, I recommend reaching out to a dedicated Surface Support Agent directly through the Surface app on your device.

How to access support:

Type Surface in the Windows search bar and open the app.

Select Help & Support > Get Help.

Briefly describe the situation: "Wi-Fi adapter unresponsive after third-party VPN installation; standard resets and clean boot completed."

Please let us know the Device status code (e.g., Code 10 or 43) for the Qualcomm hardware if possible, as this will help the agent expedite your case.

I truly appreciate your cooperation and patience during the course of this process.
P D 0 Reputation points

2026-01-16T22:33:06.0966667+00:00

Hi, I think I have run out of options because without a connection via wifi I can't access the Surface App functionality. I see 2 possibilities - get myself an ethernet connector (if that would work on my Surface Pro) or send my computer in for problem solving under warranty. Do you see another option??
P D 0 Reputation points

2026-01-19T20:59:10.1333333+00:00

I think I have been dumped, but I will insist once again. I there I way I can access the Surface app without being on line on my Surface device? I have no functioning wifi on my Surface (hence this long exchange of messages) and cannot access Help on that device.
P D 0 Reputation points

2026-01-20T11:25:50.3233333+00:00

Hello, I have managed to find a solution to my problem without going through the (unavailable to me) Surface App.

Although with Ian-Ng we went through a number of steps to remove any trace of Express VPN, it turns out that it was still lurking in the system.

I contacted Express VPN for help and we found Express VPN under Programs and Features. I wasn't able to uninstall there (error message), so we went to Apps, and attempted to uninstall Express VPN which was still there. Even that didn't work initally, with the same error message stating "Unable to uninstall, please disconnect VPN, suggesting reboot computer, try again or proceed anyway. After several reboots and a check in Task Manager that VPN wasn't running (it wasn't) I was left with a link to Microsoft "Fix problems that block programs from being installed or removed". This returned me to the same problem I had which was no internet access to be able to download the fix. In desperation, I clicked on Proceed anyway, and bingo, the App was uninstalled and my wi-fi returned instantly.

ALSO, when Express VPN help enquired about my system it seems that instead of installing VPN for Windows, I should have selected Windows ARM 64.

Happy ending, I have installed Express VPN Windows ARM 64 version (holding my breath while doing it), and still have wi-fi as well as a functioning VPN.

I hope this information can be useful for others.
Ian-Ng 10,515 Reputation points Microsoft External Staff Moderator

2026-01-20T23:13:16.54+00:00

Hi @P D,

It is excellent news to hear that your Wi-Fi connectivity has been restored and that your Surface Pro is now fully operational with the correct software version. Thank you for sharing the specific steps that led to this resolution.

The behavior you experienced, where the standard uninstallation was blocked by a "disconnect VPN" prompt despite the service not running, confirms that a persistent configuration lock was held by the incompatible software version. Your decision to "Proceed anyway" effectively broke that lock, allowing the Windows network stack to re-initialize the Qualcomm hardware immediately.

Your discovery regarding the Windows ARM64 version is particularly valuable. Since your Surface Pro utilizes the Snapdragon architecture, standard x64 network drivers from third-party applications can cause the specific "unresponsive adapter" incident you encountered. Using the dedicated ARM64 build ensures the VPN’s filter drivers are compatible with your system’s hardware.

I appreciate your patience and perseverance throughout this troubleshooting process.

Thank you for choosing Surface. Please feel free to reach out if you require any further assistance as you continue setting up your device.

Share via

Wifi adapter disabled after installing Express VPN

1 answer

Your answer