02-06-2020 10:33 AM - edited 02-16-2020 04:46 PM
I have been struggling with this for nearly two months now. Every single time it seems fixed, it rears its ugly head.
I have only had this laptop for about 2 1/2 months. It was my dream computer at first: great touchscreen/pen for digital art, fast, more RAM than my ancient laptop, sleek & overall beautiful. I didn't have a single complaint for the first 1-2 weeks I had it. Then, I remember running updates around the end of December. The next time I went to use my laptop, it did not recognize the wireless network. It couldn't even SEARCH for the network. My iPhone, iPad, and 8-year-old Toshiba laptop all were fine and have not had issues with the wireless. The router is only a year or two old as well.
I took my Envy into Best Buy, where they uninstalled & reinstalled the Intel wireless adapter. Seemed to work fine at the store. When I went to use it the next day, it was very slow when loading pages, but my heavy art programs worked fine and loaded quickly. I installed another update and for the next week or so it worked okay.
Ever since those updates around the end of December, my Envy has had issues. Some days it does't ever disconnect. Other days, it won't connect when I turn it on or sometimes the connection will fail in the middle of me working on something. I also notice my Envy rarely has full connection bars at any location in this small house... even if every other device does.
Lately, in addition to the above, it disconnects EVERY SINGLE TIME I enter tablet mode. Sometimes this happens as soon as I flip the screen, other times it happens when I'm halfway through a drawing. But it happens every time at some point. Restarting does nothing. My computer is fully updated, through windows and the HP assist. I check every time I boot it up.
I am getting incredibly frustrated with this situation. Because I thought this issue had been fixed, I don't believe I can return the computer for a refund because too much time has passed. I was very excited to receive this computer, but I'm thinking I will not purchase another HP if this problem persists and warn others of my experiences. And if there's any way I can return it or get some sort of compensation, I will, and then will choose another brand. I am just... very sick of this unreliability. My ancient, 8-year-old brick of a Toshiba, which is falling apart at the hinges and can't hold a charge, is more reliable than my brand-new, twice-as-expensive HP.
UPDATE: went through a full reset. It worked for about a day, updated again, then the problem arose again. I am now looking to return or replace this computer because this problem persists, unless something else can be done. I'm at a loss and frustrated.
02-09-2020 10:14 AM
@RJ916 I understand your concern and I have brought your issue to the attention of an appropriate team within HP.
They will likely request information from you in order to look up your case details or product serial number.
Please look for a private message from an identified HP contact.
Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.
I am an HP Employee
02-16-2020 04:34 PM
I was unable to reply to the private message I received in time before they closed my case (partly because of work, partly because of the internet issue itself). I performed a full reset of my computer and that worked for about a day, then it updated and the same problem arose again: no internet in tablet mode. Can you help me contact someone for support? I am looking to return or replace the laptop at this time, unless I can easily (and cheaply) get the card replaced. I'm getting very sick of this problem.