Laptop Reboots on one router, but not on another

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A client of mine has an HP Spectre x360 laptop.  Running Win10 Home, v1903, i-7, 16GB RAM, 256GB SSD.  When it is connected to her FiOS Gateway router wirelessly (I didn’t try it wired, though I probably should have), it reboots, every 2-3 minutes!  I brought it home (up 2 floors) and here it did the same thing, until I disabled some McAfee software.  Then it ran fine (and yes, I deinstalled the McAfee software).  When it’s connected to my Verizon FiOS Gateway router, it doesn’t reboot (unless it is told to).  But when it is reconnected to her router, it starts rebooting again.  Only way to stop it is to disconnect the Wi-Fi connection!!!  My Surface laptop runs fine on her router, and never reboots without being “told” to.  Neither computer will connect to the router when it’s disconnected from the ONT (I don’t know if that’s normal or not)!

Any help in trouble shooting or suggesting the solution would be great appreciated.

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Any chance your client might need a new router???

Does the HP have the latest Win-10 compatible router and networking drivers, and firmware?

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Look in the Event Logs (search for Event Viewer) to see if it reports why it’s rebooting.

Alternatively, use NIRSoft’s FullEventLogView.

cheers, Paul

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Well folks, I promised an answer and here it is:  it was the router!  Incredible, I know.  In 20 years of dealing with home users, I’ve never seen this problem.   Our building is all Verizon FiOS.  Even the tech at Verizon support couldn’t believe it!  When I brought computer to my office it worked fine.  I took it to a friend’s office and it worked fine there.  When it was connected to the client’s router, it constantly rebooted.  I disconnected the WiFi from the computer at the client’s location and the computer worked fine.  I put my router in place of hers, to be sure and it worked fine.  Clearly that router has a problem.  But what it is I have not a clue.  Maybe one of you EE’s out there in Askwoody land will know, but I don’t…

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Compromised router attempting to compromise machines connected to it?

cheers, Paul

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I can’t tell you if the router was compromised, though I guess it is a possibility.  It is only 1 router connected to only 1 machine and 1 set top box in a condo building.  Unless a “bad actor” was trying to prove something…well, I just don’t see it.

I’ve been doing tech support for home users for nearly 30 years.  NEVER seen that problem.  The Verizon tech we spoke to in order to order a new router, had never heard of it either.  I assume she speaks to many hundreds a week…

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Just thought I’d bring you up to date on my client’s rebooting computer.  I fixed it.  I backed up her data, and did a Windows10 “freshen”, which reinstalled the OS with the latest version (1909).  Then a “slow” re-install of the very limited amount of software that she had.  What I can’t figure out is why the machine (an HP Spectre x360) didn’t work in her location, with 2 different Verizon routers, but worked fine in my home office, 2 floors up!  Makes no sense.  I reinstalled the machine yesterday and it continues to work fine!

As far as I’m concerned, this nightmare is over!

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