HP Pavilion 17-g133cl WIFI and Ethernet not working

[mindless]

Not getting a connection to the internet with this HP laptop.  Tried using the wifi, and tried using a wired ethernet connection.  Neither got a connection.  Plugged in a wifi adapter and was finally able to see networks, but was still unable to connect to them.   Airplane mode is off.

I know for certain it is not a network modem issue, but a problem with the laptop.  I'm currently typing this using a destop connected with ethernet, and my wireless network works fine.  I've also tried connecting the laptop to a network at another house again using wifi and ethernet, and got the same connection problems.

I've tried starting in safemode, and some of the troubleshooting options under network status.  Also looks like any wired mouse that I plug in doesn't work, I've tried two.  I don't expect much from an HP, but a working internet connection is something I expect that the 'engineers' at HP can achieve.  Would love some help, no rush.

[banhien]

Hi,

For wireless, your machine uses Intel Dual Band Wireless-AC 3165 802.11 ac 1x1 WiFi and Bluetooth 4.2 combination WLAN adapter.  Please try the following drivers

1. Wired: Realtek Local Area Network (LAN) Driver

     http://ftp.hp.com/pub/softpaq/sp72001-72500/sp72092.exe

2. Wireless: Intel Wireless LAN Drivers

     http://ftp.hp.com/pub/softpaq/sp77501-78000/sp77954.exe

3. Bluetooth: Intel Bluetooth Driver

    http://ftp.hp.com/pub/softpaq/sp76001-76500/sp76200.exe

Regards.

[mindless]

Thank you for the quick reply.  I tried to put those drivers on a USB to load them on the laptop and it looks the laptop isn't reading the USB.  I plug it in, get a connection sound, but the USB doesn't show up under "This PC".  I checked devices and properties, and the USB shows up with a yellow warning sign and the name of the device.  I hit properties, hardware and had the error "the drivers for this device are not installed.  (code 28)".  Did troubleshooting on the USB, got the error "device doesn't have a driver."  So I plugged in a mouse right afterwards, went through the same process and got the same error.   Neither the usb flash drive or the mouse are working, and I have no way to transfer those wifi/ethernet drivers.

[Paul_Tikkanen]

Hi, @mindless :

According to the product specs page for your notebook, it has a DVD drive.

Burn the files to a CD and use that to install the drivers with.

W10 is supposed to have the USB 3 drivers as part of the operating system, which means there are no standalone W10 drivers you can find and install.

See if uninstalling the problem USB device you see in the device manager resolves the problem.

Right click on the problem USB device, select Uninstall.   Restart the PC and see if W10 installs the drivers correctly.

Now, if that still doesn't get the USB ports to work, the only other suggestion I can offer would be to download and install the AMD chipset drivers and see if that resolves the problem.  Install and restart the PC.

You want the 1st file listed on the webpage.

http://support.amd.com/en-us/download/chipset?os=Windows%2010%20-%2064

[mindless]

I tried uninstalling the USB drivers, and restarting the PC and nothing changed. 

Next I burned the three drivers from banhein and the AMD chipset on a cd and moved them to the laptop.  First I tried the wifi/ethernet drivers, those made no difference after restarting the PC and trying to connect several times.

Then I tried the AMD Chipset drivers, installed it, restarted the PC.  Again nothing changed and none of my USBs are working.

I really appreciate the help, I would love any other possible solutions.  If not, it looks like my warranty is still good for the laptop and I might just RMA it. 

[Paul_Tikkanen · Accepted solution]

You're very welcome.

The only other suggestion I can offer would be to do a recovery of the notebook to its out of the box condition.

Back up any files you don't want to lose before proceeding.

If resetting the notebook to its original operating system condition doesn't fix the problem, then yes, I guess you have no other option then to contact HP technical support for further assistance.

See this guide for how to do a system recovery in W10.

http://support.hp.com/us-en/document/c04758961

[mindless]

Alright, Paul got it fixed for me, and I wanted to leave futher explanation on what I did it incase anyone else finds this post and needs help. 

I backed up my files on a dvd, because USB ports were not working.  Afterwards I followed the instructions under http://support.hp.com/us-en/document/c04758961 and used the "Windows System Reset" option.  This leaves all of your windows apps and files on the PC, but resintalls the Windows OS.  That took a couple hours to reinstall.

 I launched the laptop after the reinstall, and everything worked.  Including the USB ports, and the wifi.  I haven't had an opportuntiy to test the ethernet or bluetooth, and don't have that opportunity anymore, but I'm assuming both of those work aswell.

Thank you so much Paul, wish you all the best!

[Paul_Tikkanen]

Anytime.

Glad to have been of assistance.