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‎09-19-2022 12:59 PM - edited ‎09-20-2022 01:22 PM

HP Recommended
Product: HP Firefly 15 G8
Operating System: Microsoft Windows 10 (64-bit)

Hello,

Our school recently purchased a few hundred Firefly 15 G8 laptops and E24m G4 monitors. We have multiple users reporting that their network connection randomly drops. The network connection is hardwire ethernet into the back of the E24m Monitor. When this occurs, the computer makes the USB disconnection sound followed almost immediately by the USB connection sound. Further investigation seems to indicate that other USB devices are also disconnecting at the same time.

  • This is occurring on multiple laptops, not just 1.
  • This is occurring on all ports of the laptops, it doesn't matter which one we connect to.
  • Computer makes USB disconnect/reconnect sounds
  • Drop usually only lasts a few seconds, but this will disconnect calls, conferences, and other network dependent applications.
  • I have applied ALL available required, optional and driver updates from Windows Update.
  • I have downloaded the HP Support Assist program (sp135667) and installed ALL available updates that it indicated were not installed (why are they not provided via windows update?)
  • I have applied the firmware update for the E24m G4 monitor (sp141887)
  • I have deleted and re-installed all USB drivers
  • I have deleted and re-installed the Wi-Fi Driver (as I have been seeing multiple wifi device connection requests logged by Sophos when the problems occur)

Right now the laptops are in the hands of our IT team, and a handful of others, but they are about to get distributed en-masse, and we need a resolution ASAP.

Thank you

 

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