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HP Recommended
ProDesk 400 G7 Microtower PC (9CY18AV)
Microsoft Windows 10 (64-bit)

Dear Recipients,

My name is Sotiris and I have just purchased this desktop pc.
To my surprise the wifi adapter is nowhere to be found since the first windows start up.
I only see an ethernet adapted present but not a wireless one.
It is clearly stated on every manual found online and in the store  that I purchased it from that it has a wifi card.

I have googled it around and nobody else seems to have mentioned this online.
I have also spent a few hours trying to enable my wifi adapter by running Windows 10 trobleshooter, hp support assistance to fix my network, manually downloaded software and drivers from the HP and intel...and so on.
But nothing works!

Only the ethernet adapter is present.
I connected an ethernet cable and updated windows, bios, everything but still wifi adapter is missing.

What gives? Am I so unlucky that the wifi adapter is missing or its hardware is a failure? 
Has anybody encountered the same issue before?
I don't know what to do!
Should I return the pc back to store where I purchased it from or should I activate the 5-year warranty that comes along and have it sent back to the manufacturer?

I am worried that if I activate the warranty and register the product under my name then I might end up spending time back and forth with hp support and technicians that might want to repair the issue on this machine instead of giving me a new one.

Thank you in advance!
Kind Regards,
Sotiris

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello
@SotirisGRR 
if you buy a computer, that your choice is made according to what is mentioned from the seller's page, so here that it has wifi 6 ..
If this is not the case, the product is not what you bought, it is misleading ...

verify you do not have any certificates for this document (translation?)

https://support.hp.com/gr-el/document/c03805193

You didn't have to buy the missing hardware
You should therefore contact the reseller directly.

 

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Please remember to mark the answers this can help other users
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Desktop-Knowledge-Base
Windows 11 22h2 inside , user

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View solution in original post

6 REPLIES 6
HP Recommended

Hi:

 

The product number you posted...9CY18AV, indicates your PC is a Base model unit, which means it has no extra features such as wireless.

 

ProDesk 400 G7 Microtower Base Unit -RCTO(9CY18AV)| HP® South Africa

 

Wireless networking is an option, unless specifically indicated for the product number.   It does not come standard.

 

I bet if you open up the case, you will find no antenna wires, or a wireless network adapter in the wifi card M.2 slot.

HP Recommended

Hi Paul,
It is not very clear to me what item I have purchased.
I have checked your link but it doesn't point me to the product.

This is the merchants website which I purchased the pc from. It doesn't say the product number only the title.
However, it says that it comes with Intel Wi-Fi 6.  It is in Greek, you can have a look if you wish and use google translate it to English. 

Now, when I go to support HP and I provide its Serial Number, HP is not able to find the product. I get no results!
When I click on "Let HP detect your product" then it finds it and it gives me the 9CY18AV but then again when I click on the item I get a screen that says "There are no drivers for your product".

When I run the pre-installed HP PC Assistant and Hardware Diagnostics tool I get a Product Id: 11M79EA#AB7

When I google both 9CY18AV and 11M79EA I get different hardware specs for the HP Pro Desk 400G7 none resembling my purchased item.

I don't understand what is going on with this product and why I cannot properly identify it.
It seems to me that I have not purchased a Base Model Unit from the merchant but I received one.
Also I find it silly for this product having all the other sects as described to to be missing something that simple such as a Wi-Fi adapter card on the motherboard.
I would expect every pc to have one by default.

Finally, I opened up the box and looked carefully but I couldn't identify a Wi-Fi card attached on the motherboard.
So I bet there isn't one.

I will try to resolve this on Monday morning calling the HP support.

HP Recommended

Hi:

 

The parts list for the product number you posted (11M79EA) does not indicate it came with built in wifi.

 

HP PartSurfer

 

Not one of my HP business desktops came with built in Wifi--even the Elitedesk 800 models.

 

it is an option.

 

Just buy a wifi desktop conversion kit...

 

Intel Wi-Fi 6 AX200 (Gig+) Desktop Kit Up to 2.4Gbps Wireless - Newegg.com

HP Recommended

Hello
@SotirisGRR 
if you buy a computer, that your choice is made according to what is mentioned from the seller's page, so here that it has wifi 6 ..
If this is not the case, the product is not what you bought, it is misleading ...

verify you do not have any certificates for this document (translation?)

https://support.hp.com/gr-el/document/c03805193

You didn't have to buy the missing hardware
You should therefore contact the reseller directly.

 

--------------------------------------------- Signature ---------------------------------------------
was this reply helpful , or just say thank you ? Click on the yes button

Please remember to mark the answers this can help other users
please click on the accept as solution button if message provided an answer to the problem




Desktop-Knowledge-Base
Windows 11 22h2 inside , user

------------------------------------------------------------------------------------------------------------
HP Recommended

@Prométhée, I want to thank you for your answer and for pointing me to the Consumer Legal Guarantee page.
I am accepting your reply as the solution since I followed it and spoke with the HP support.

The HP support said that the seller's website was wrong and misleading on the WI-FI 6.
They confirmed that all others specs are correct and I did too.
At the end I've decided to keep the pc since I can use a simple usb to wifi receiver that does the work and also since it was a good buy.

I also want to thank @Paul_Tikkanen as he helped me identify the purchased item and because he spent more time and effort on this ticket.

HP Recommended

Thanks ..
I'm a little used to it, because being French, we have already talked about this several times, when there was the France community ..
This being a European law, it is only little known on the other side, unfortunately!
With us, If the computer is less than two years old (if this has not changed since), we can still turn against the dealer in the event of a problem!
HP warranty remaining for one year

--------------------------------------------- Signature ---------------------------------------------
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Please remember to mark the answers this can help other users
please click on the accept as solution button if message provided an answer to the problem




Desktop-Knowledge-Base
Windows 11 22h2 inside , user

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