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HP ENVY - 13-aq0011ms Intel Wireless AC 9560 driver issues

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HP ENVY - 13-aq0011ms
Microsoft Windows 10 (64-bit)

My wireless card keeps randomly having driver issues and when it does it makes the laptop pretty useless not being able to get on the internet.   I went a few rounds with HP chat back in February and they finally opened a case and had me ship it in and it said they replaced the Intel wireless card.  I thought all was fine but it still randomly has driver issues and will not function.  I have repeatedly tried updating drivers from both HP and Intel and sometimes it works.  And sometimes I won't do anything it all besides let is sit powered off for a few days and when I turn it on it will randomly work.  I kept up my hopes that with each new driver release the issue would be resolved.  But now I'm down to 3 months left on my warranty and still having the same issue.  I feel pretty confident it's not hardware and a software/driver issue.  I've read similar posts and the proposed resolutions have done nothing to help me.  Has anyone seen this specific issue and know a work around or way to fix it?  I really don't want to rely on a USB wireless card.  If I can't get this resolved I don't see me ever buying an HP with an Intel wireless card in it again.  Here's screenshots of what I see.


Never mind on the screenshots I guess.  When I post them they are just yellow triangles.  Yet again something that doesn't work.


I don't have time to sit on chat with support for hours again and have them just suggest reinstalling Windows like they did the first time.  

HP Support Agent
HP Support Agent
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Thank you for posting on HP Support Community.


Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Use the following steps to open the Component Tests menu.

  1. Hold the power button for at least five seconds to turn off the computer.
  2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  3. On the main menu, click Component Tests.
  4. The Component Tests menu displays.
  5. Wireless Module Test - This test checks that the BIOS detects the wireless module and that it is enabled.

To run the test, click the Wireless Module, and then click Run once.

  • The Wireless Module Test takes 30 seconds to complete.

If the test passes, try these steps:

Reinstall the network adapter using HP Recovery Manager (Windows 8, 10)

Reinstall original software or drivers using the HP Recovery Manager. If your PC does not locate the Recovery Manager installed, click the ‘next step’ button below.

  1. In Windows, search for and open HP Recovery Manager. If prompted for an administrator password or confirmation, type the password or provide confirmation. If prompted by User Account Control to allow the program to make changes to the computer, click Yes.
  2. Under Help, click Reinstall drivers and/or applications and wait for Recovery Manager to generate a list.
  3. From the combined list of applications and drivers, with the drivers listed first, select the checkbox next to the drivers you want to reinstall. NOTE: The name of the adapter varies, depending on which one is installed on your PC.
  4. When the Installation is completed message displays, click OK.
  5. Close all open applications, restart your computer, then try connecting to the Internet again.

If the test passes, try these steps:

  • From the Start screen, type device manager to open the Search charm, and then select Device Manager from the search results. Double-click Network adapters. Right-click the name of your wireless network adapter, and then select Uninstall.
  • Click here: to complete the troubleshooting steps.

If the test passes, try these steps:

  1. Open Start.
  2. Search for Device Manager and click the top result to open the experience.
  3. Expand the category with the device that you want to roll back.
  4. Right-click the device, and select the Properties option.
  5. Click the Driver tab.
  6. Click the Roll Back Driver button.

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

I am an HP Employee

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