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- HP Community
- Notebooks
- Notebook Wireless and Networking
- Laptop appears connected to wifi but gets no internet

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11-08-2022 09:04 PM
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.
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Accepted Solutions
11-11-2022 07:09 AM
Hello @Highlanders71
(1) Create Windows system <restore point>
How to Create a System Restore Point on Windows 10 or Windows 11
(2) Download and install BIOS Update
HP Notebook System BIOS Update (AMD Processors) | F.25 Rev.A | 14.4 MB | Sep 5, 2022 | Download |
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:
" |
(3) Reboot
(4) Let BIOS be installed until it's completely done !
(5) Download and install / update
Realtek RTL8xxx Wireless LAN Drivers | 1.0.0.208 Rev.S |
(6) Restart Windows
(7) Test your notebook
(8) Please report your results
11-09-2022 10:13 AM
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
(3) Please report your results
11-09-2022 01:07 PM
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
11-11-2022 07:09 AM
Hello @Highlanders71
(1) Create Windows system <restore point>
How to Create a System Restore Point on Windows 10 or Windows 11
(2) Download and install BIOS Update
HP Notebook System BIOS Update (AMD Processors) | F.25 Rev.A | 14.4 MB | Sep 5, 2022 | Download |
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:
" |
(3) Reboot
(4) Let BIOS be installed until it's completely done !
(5) Download and install / update
Realtek RTL8xxx Wireless LAN Drivers | 1.0.0.208 Rev.S |
(6) Restart Windows
(7) Test your notebook
(8) Please report your results
11-11-2022 08:59 AM
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