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HP Recommended
HP Pavilion Gaming - TG01-0170m CTO
Microsoft Windows 11

HP Pavillion Gaming TG01-0170m CTO, Windows 11 Home, Realtek RTL8822CE 802.11ac PCIe Adapter.  Since 3/11 I have been having intermittent internet connection issues.  Thought it was due to a cable internet provider issue due to some work happening down the street.  Internet provider was out yesterday and ran a test on the cable line and wasn't getting a consistent connection.  He removed a Mocca? filter on the outside of the house and the coax connector coming into the house.  Ran the test again and the test on the coax line passed consistently.  Internet connection was good for a couple hours and then the same intermittent internet connection issue started occurring.

Ran HP PC Hardware Diagnostics Wired and Wireless Networking tests with wireless always passing.  Wired will either pass or come up not available.  Seems to depend if ethernet is connected or wireless on desktop.  Ran the PC Hardware Diagnostics UEFI Symptoms Test for Network Connectivity Issues and received "Networking does not appear to be supported or enabled on the system.  Please check the BIOS settings to make sure UEFI Network option ROMs are enabled and the UEFI network boot is enabled.  Went into the BIOs Setup Utility Boot Options and noticed the Network Boot option was disabled.  I enabled, but intermittent internet issues continue. Bios Setup Utility.png

Also ran the Wired Network Component Test and it passed.

Wired Network Check.png

Ran the HP Network Check Diagnostics and it found an issue that it corrected and possible Root Causes.

HP Network Check.pngHP Network Check_2.png

Ran the PC Hardware Diagnostics UEFI Symptoms Test for Network Connectivity Issues indicating it could not find a network adapter.

Network Connectivity Issue.png

I'm not sure where in the BIOs to check for the settings since enabling the Network Boot did not resolve the problem and I'm not sure if the issue is with the Realtek Adapter since the Network Check passes one time and fails another time.

Network Diagnostic Test Result.png

Below is what the Boot Device order looks like in the Bios Setup Utility.

Bios Boot Order.png

Looking for assistance on settings in BIOS based upon the messages received that might resolve the problem, whether the adapter is bad, or other thoughts.

Thank you,

Amy

9 REPLIES 9
HP Recommended

Hi @Frosty21,

 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

 

I see you need help with the wifi. I am here to help you

 

Check the wireless signal

Check the wireless button or key to confirm the wireless signal is on.

Update hardware drivers

Use Device Manager to update hardware drivers such as the graphics, audio, wireless, or other drivers for your computer.

Run HPSA network diagnostics

Use Network Check in HP Support Assistant to perform network diagnostics for your computer.

Reset the wireless router, gateway, or modem

Reset the wireless network hardware.


You can find the detailed instruction on this link: https://support.hp.com/us-en/document/ish_1997137-1439082-16

 

I hope this helps.

 

Take care and have a good day.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Rachel571 

HP Support

.
Sneha_01- HP support
HP Recommended

Hi Rachel,

Thank you for your post and offer to help with resolve my problem.  I am connected via an ethernet cable to my router.  The Ethernet connection is good for a period of time and then it appears to be lost.  It then appears to connect to my Wireless connection automatically and then loses that connection and will switch back to Ethernet.

 

I have made sure my Bios is up to date, as well as all device drivers.  I have ran the Network Diagnostics available upon boot up by pressing the F2 key, as well as the Network check within the HP Support Assistance.  Screen shots of these were provided in my original post.  I have reset the adapter and the router.  Nothing seems to resolve the issue.  It continues to occur.

 

I have not tried uninstalling and reinstalling the Network adapter mentioned in the link of the document you provided.  Would that be the next step to try?

 

Thank you,

Amy

HP Recommended

I just saw some posts in the community regarding and updated driver for the Realtek RTL8822CE 802.11ab PCIe Adapter.  The version I am using is 2024.0.10.223.

 

The post I found has this version and link -2024.10.228.1   01/31/2023 , https://ftp.hp.com/pub/softpaq/sp144501-145000/sp144871.exe . From the post, my understanding is you have to go to the link and install to get the latest driver.

HP Recommended

HI @Frosty21,

 

I would suggest  you to check for the updates in the link: https://support.hp.com/us-en

 

Please put the serial number and operating system for the drivers.

 

I hope this helps.

 

Take care and have a good day.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Rachel571 

HP Support

.
Sneha_01- HP support
HP Recommended

Hi @Rachel571,

Clicking the link in your message and checking for drivers after entering serial number and operating system the Windows 11 operating system is not listed.  Here is a link to the page I receive - HP Pavilion Gaming - TG01-0170m CTO Software and Driver Downloads | HP® Support .

If I click "Read More" next to "I don't see my operating system, the following pages displays - HP Products - My operating system is not listed on HP Software and Driver Downloads | HP® Support . It states I may need to visit the manufacturer web site for updated drivers.  I have tried the RealTek website, but am not entirely sure if the driver I should download is a UEFI or Windows driver.

Also, I found these posts on the HP Support Community from other HP Team members about how installing updated RealTek Drivers -

Realtek RTL8822CE 802.11ac pcie adapter driver - HP Support Community - 8600576

realtek rtl8822ce 802.11ac pcie adapter driver windows 11 - HP Support Community - 8880441

Solved: Realtek RTL8822CE 802.11ac PCIe Adapter connection issues - HP Support Community - 8295652

Realtek RTL8822CE 802.11ac PCIe WiFi Adapter - Latest Driver... - HP Support Community - 9028917

I am also wondering if one of these would help resolve my issue.

 

In my original post, I noted the BIOS settings had Network Boot Disabled.  Should it have been disabled?  I enabled.  Also, when I ran the HP PC Hardware Diagnostics UEFI Network Connectivity a Warning was displayed for the Wired Network Check - "no network adapter is found or the current network adapter is not supported.  Pleach check the BIOS settings to make sure UEFI network option ROMs are enabled and that UEFI network boot is enabled."  This is why I enabled the Network Boot option in the BIOS.  I am unsure what setting to check for UEFI network option ROMs and the UEFI network boot is enabled.

 

My frustration level is increasing trying to resolve this problem.

Amy

 

 

HP Recommended

Hi @Rachel571,

My ISP came out again today to check the cable line.  The line and modem are fine.  They said it is something with the PC.

I uninstalled the Network Adapter per the instructions in the link you provided (https://support.hp.com/us-en/document/ish_1997137-1439082-16).

After restarting the PC, I am still experiencing ethernet network connection issues.  I opened Device Manager, selected Network Adapters, selected Realtek RTL8822CE 802.11ac PCIe Adapter, Properties, Driver and noted the version is 2024.0.8.108 with a date of 7/10/2019, INF file is netrtwlane.inf.

Going into Device Manager, selecting Network Adapters, Realtek RTL8822CE 802.11ac PCIe Adapter, Properties, Driver the version was 2024.0.10.223 with a date of 5/21/2021, INF file is oem112.inf.

I also looked at the Events tab in the Device Manger, Network Adapters, Realtek RTL8822CE 802.11ac PCIe Adapter Properties and found the following:

4/5/2024 10:24:56 AM Device deleted

4/5/2024 10:27:00 AM Device install requested with Information of "Device PCI\VEN_10EC&DEV_C822&SUBSYS_85F7103C&REV_00\00E04CFFFEC8220100 requires further installation."

4/5/2024 10:27:00 AM Device settings not migrated with information of "

Device settings for PCI\VEN_10EC&DEV_C822&SUBSYS_85F7103C&REV_00\00E04CFFFEC8220100 were not migrated from previous OS installation due to partial or ambiguous device match.

Last Device Instance Id: {5d624f94-8850-40c3-a3fa-a4fd2080baf3}\vwifimp_wfd\7&2be8acfc&1&13
Class Guid: {4d36e972-e325-11ce-bfc1-08002be10318}
Location Path:
Migration Rank: 0xF000FFFFFFFFF132
Present: true
Status: 0xC0000719"

4/5/2024 10:27:00 AM Device configured (netrtwlan.inf) with information of "

Device PCI\VEN_10EC&DEV_C822&SUBSYS_85F7103C&REV_00\00E04CFFFEC8220100 was configured.

Driver Name: netrtwlane.inf
Class Guid: {4d36e972-e325-11ce-bfc1-08002be10318}
Driver Date: 07/10/2019
Driver Version: 2024.0.8.108
Driver Provider: Microsoft
Driver Section: HP8822ce.ndi.NT
Driver Rank: 0xFE1001
Matching Device Id: PCI\VEN_10EC&DEV_C822&SUBSYS_85F7103C
Outranked Drivers:
Device Updated: false
Parent Device: PCI\VEN_1022&DEV_43C7&SUBSYS_33061B21&REV_01\5&3328db13&0&30020B"

4/5/2024 10:27:00 AM Device not started (RTWlanE) with information of "

Device PCI\VEN_10EC&DEV_C822&SUBSYS_85F7103C&REV_00\00E04CFFFEC8220100 had a problem starting.

Driver Name: netrtwlane.inf
Class Guid: {4d36e972-e325-11ce-bfc1-08002be10318}
Service: RTWlanE
Lower Filters:
Upper Filters: vwifibus
Problem: 0x0
Problem Status: 0xC00000E5"

Clicking View All Events from the Events tab opens the Event Viewer with entries of:

  1. Device Manager - Realtek Gaming GBE Family Controller
  2. Device Manager - Realtek RTL8822CE 802.11ac PCIe Adapter
  3. Device Manager - Realtek RTL8822CE 802.11ac PCIe Adapter1

Each of these devices has and Error in the Event Viewer of:

  1. Kernel-PnP, Event ID of 411.  Device PCI\VEN_10EC&DEV_8168&SUBSYS_8643103C&REV_16\01000000684CE00000 had a problem starting.
    Driver Name: rtcx21x64.inf
  2. Kernel-PnP, Event ID of 411. Device PCI\VEN_10EC&DEV_C822&SUBSYS_85F7103C&REV_00\00E04CFFFEC8220100 had a problem starting.
    Driver Name:netrtwlane.inf
  3. Kernel-PnP, Event ID of 411. Device PCI\VEN_10EC&DEV_C822&SUBSYS_85F7103C&REV_00\00E04CFFFEC8220100 had a problem starting.
    Driver Name:netrtwlane.inf

From these messages, I'm gathering it has something to do with the RealTek Drivers/Adapters.  I need to find the driver to update to that would not have the problem.
Can you or someone else provide some feedback and point me to the latest drivers?

 

Thank you,

Amy

HP Recommended

Hi @Frosty21 ,

 

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

 

This might require one-on-one interaction to fix the issue via remote assistance. 

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

 

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

 

Please feel free to contact us here anytime you need any further assistance.

 

Have a great day!

 

Rachel571 

HP Support

.
Sneha_01- HP support
HP Recommended

Hi @Rachel571,

I'm not finding the "Show Options" selection in the steps you provided.  I also don't see the option fill out a web form, then a Case and phone number populate.  I believe these may be options when in warranty. 

 

I am out of warranty.  I had a Care Pack that expired last year.  The only options I see are related to Smart Friend, which are to purchase a monthly plan or solve a one-time payment for a one-time question.  Not sure which option would be the best for the problem I am experiencing.  The monthly seems to imply the level of support may not be technical enough for the problem I am having whereas, the one-time implies support is more technical.

 

Amy

HP Recommended

If you would like to get past the frustration, may I suggest ditching the Realtek wifi and going with an Intel wifi PCIe x1 card.

 

I have always found the Intel WIFI adapters to give consistent results as log as my ISP was not having its own issues.

Even USB button adapters work better.

 

Good sources

Amazon.com

NewEgg.com



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