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HP Recommended
HP ENVY x360 - 15m-ds0011dx
Microsoft Windows 11

Hi, our HP Envy 360 laptop stopped getting internet (browsers, email etc) despite indicating it's connected to wifi. First happened a few days ago, then after several restarts it worked. Today it's been off internet for hours despite >10 restarts. Our other devices work fine with home wifi, so we took the laptop to a restaurant, same result: it appears to connect to their wifi, but gets no internet (while our phones got internet fine on their wifi.)

I'm more a Mac user and  don't know a lot about pcs. The wifi card appears to be Realtek RTL8822BE 802.11ac PCIe adapter. Someone posted that this is a known problem with that card (except the post said "ae" instead of "ac".) The post mentioned actions I do not know how to do but maybe could learn: bios updates, or how replace that card with an Intel if needed?

Also I have an ethernet cable I occasionally connect from wifi router to the Mac. I hoped to try that, but this laptop does not appear to have that jack. Is there a cable or adapter to connect to internet like that?

(PS I tried to post this on notebook wireless board, sorry if incorrect, it keeps reverting to gaming notebooks.)

Thanks for your help. 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @Highlanders71 

 

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

 

(2Download and install BIOS Update

HP Notebook System BIOS Update (AMD Processors)

F.25 Rev.A14.4 MBSep 5, 2022Download

 

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

      • An available BIOS update resolves a specific issue or improves computer performance.
      • The current BIOS does not support a hardware component or a Windows upgrade.
      • HP Support recommends installing a specific BIOS update.

"

 

(3Reboot

(4Let BIOS be installed until it's completely done !

(5Download and install / update

Realtek RTL8xxx Wireless LAN Drivers

1.0.0.208 Rev.S

Download

 

(6Restart Windows

(7Test your notebook

(8Please report your results

View solution in original post

6 REPLIES 6
HP Recommended

Hello @Highlanders71 

Sorry to hear that you are having problems ... I would like to help you.

 

Let me check your basic system configuration before we continue ...

 

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

 

OS Name

Version

System Model

System SKU

( equals HP product number (p/n) )

Processor

BIOS Version/Date

BaseBoard Product

BaseBoard Version

 

(2) Start Windows <Device Manager>

- Expand <Other devices> ? (Those entries are for hardware for which Windows has not loaded a suitable driver)

- Expand <Network adapters>

--->>> Send screenshot

 

(3Please report your results

HP Recommended

Thanks @Ub6424:

OS   MS Windows 11Home

Version 10.0.22000 Build 22000

Sys model   HP Envy x360 Convertible 15m-ds0xxx

SKU  5TV95UA#ABA

Processor  AMD Ryzen 5 3500U w Radeon Vega Mobile Gfx 2100mhx 4 cores, 8...

BIOS   AMI F.17, 10/28/2019

Baseboard Prod  85DD

Version 40.33

 

"Other devices"  I don't see that in Device Manager?

Will attach screenshot of Network adapters and Device Manager. Thx

HP Recommended

Network Adapters.jpgDevice Mgr.jpg

HP Recommended

Hello @Highlanders71 

 

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

 

(2Download and install BIOS Update

HP Notebook System BIOS Update (AMD Processors)

F.25 Rev.A14.4 MBSep 5, 2022Download

 

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

      • An available BIOS update resolves a specific issue or improves computer performance.
      • The current BIOS does not support a hardware component or a Windows upgrade.
      • HP Support recommends installing a specific BIOS update.

"

 

(3Reboot

(4Let BIOS be installed until it's completely done !

(5Download and install / update

Realtek RTL8xxx Wireless LAN Drivers

1.0.0.208 Rev.S

Download

 

(6Restart Windows

(7Test your notebook

(8Please report your results

HP Recommended

@Ub6424  Thank you for your kind help!

We wound up getting support from HP and this looks like what they did. It's now working. I will save these directions for next time. Thank you again.

HP Recommended

Hello @Highlanders71 

 


@Highlanders71 wrote:

@Ub6424  Thank you for your kind help!

We wound up getting support from HP and this looks like what they did. It's now working. I will save these directions for next time. Thank you again.


The pleasure is mine !

 

Create Windows system <restore point> to save the current stable state !

How to Create a System Restore Point on Windows 10 or Windows 11

 

Kind regards

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