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lottiejosie
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Solved!

network diagnostics test

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hd-1440t
Microsoft Windows 10 (64-bit)

I'm trying to find out if my network card is failing. When I ran the HP diagnostic test, several test were passed and several were cancelled. Why are tests cancelled?

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Riddle_Decipher
HP Support Agent
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@lottiejosie I'm glad it was just an issue with the loose connections, and it's sorted, sometimes we just need to look into the basics! I'm glad I suggested to wait until Comcast clears that out! 😉

That said, if you wish to use the ethernet or LAN in the future, you could work on fixing it by updating the BIOS, Chipset drivers and reinstall the ethernet drivers, for more steps, check this link: Click here 

Riddle_Decipher
I am an HP Employee

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Riddle_Decipher
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@lottiejosie the tests are canceled when the device has either hardware malfunctions or the test function requires an update, that said, I suggest you start with uninstalling the HP support assistant from your device and then install the latest version from this link: Click here

 

Once done, use the below steps to run an extensive test:

  • Hold the power button for at least five seconds to turn off the computer.
  • Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  • On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
  • Click Extensive Test.
  • Click Run once, or Loop until error.
  • While the test is running, the time remaining and test result for each component display on the screen.
  • If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

Riddle_Decipher
I am an HP Employee

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lottiejosie
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Hi Riddle--Thank you for your detailed reply. And clear, thank heaven. It turns out there are multiple problems involved. I haven't run the test you recommended yet. But I had a message from Comcast that there was a problem with internet service in the whole neighborhood. They are working on it. I also have technician coming to the house tomorrow as there might be something wrong with the connection leading to my residence.

 

Beyond that, this is a seven year old computer and I'm suspicious of a failing network card. After I post this I'm going to run the extensive test and work on my Surface in the meantime.

 

One problem at a time in this kind of situation. Obviously, I won't get anywhere if it's an exterior Comcast deficiency. Thanks for the help. I'll let everyone know.

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Riddle_Decipher
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@lottiejosie That's a wise choice, let's wait until Comcast clears out those issues, and if the network issue persists after that, you may perform the tests I suggested and get back to us with the results, so we can work out a solution, accordingly.

Take care and have a good day.

Riddle_Decipher
I am an HP Employee

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lottiejosie
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Hi Ridley. The Comcast "inside" man came yesterday and did not find a problem with my cableing. He replaced my modem just in case although it was brand new and sent in an order for the "outside" maintenance crew to check for problems outside.

 

However, after he left everything worked perfectly. When he checked wiring and connections in the attic he had to unscrew the ends and connect them to his analyzing equipment. I suspect that when he reconnected the ends to my cable lines he tightened or jiggled  or loosened something that wasn't quite right. I'll see if the "outside" people find a problem.

 

Also, on the MS network properties analyzer, I've noticed several of the connections are not operational. That's seems to be okay since I don't have an ethernet or local area connections. My Broadcom WiFi unit is just fine.

 

Any comments on this? Thank you so very much for your help.

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Riddle_Decipher
HP Support Agent
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@lottiejosie I'm glad it was just an issue with the loose connections, and it's sorted, sometimes we just need to look into the basics! I'm glad I suggested to wait until Comcast clears that out! 😉

That said, if you wish to use the ethernet or LAN in the future, you could work on fixing it by updating the BIOS, Chipset drivers and reinstall the ethernet drivers, for more steps, check this link: Click here 

Riddle_Decipher
I am an HP Employee

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