My hardware is not recognizing the Wifi

Bokul · ‎04-28-2020

My Hardware is not recognizing the Wi-Fi, despite having reinstalled a new operating system ( windows 10 ), the Wi-Fi options and the drivers are missing from the device manager. The Microsoft IT who was helping to troubleshoot this issue downloaded new and old Wi-Fi drivers from HP and still the drivers are not showing on device manager to the surprise of the Microsoft IT.

Anyone out there with an answer how to resolve this issue. I will add also that we try to locate a Wi-Fi sign on my keyboard in other to enable the Airplane mode and my keyboard does not have this function. Everything was working fine until two days ago. This is a relatively new computer.

Thanks in advance for your help.

banhien · ‎04-28-2020

@Bokul

Desktop-BT53Q19 is an invalid model/product. Before we can help, we need to know what EXACTLY is your machine ? Please use the following instructions to find out the model/product of your machine:

https://support.hp.com/us-en/document/c03754824

or

https://support.hp.com/us-en/document/c00033108

Please do NOT post its Serial number (s/n).

Regards.

BH
***
**Click the KUDOS thumb up on the left to say 'Thanks'**
Make it easier for other people to find solutions by marking a Reply 'Accept as Solution' if it solves your problem.

Bokul · ‎05-01-2020

Thanks for your prompt reply and I apologize for sending a wrong information concerning my desktop. My desktop model is; HP All-in-one 24-eOXX

Thanks in advance for your assistance. I need to add an additional information that was passed on to me by a Microsoft IT who followed up today to try again to troubleshoot the issue. After spending more than an hour remotely trying to resolve the issue by installing different drivers from HP, still the drivers will not show into the device manager. According to her the issue is the Wi-Fi CARD is missing!!! I don't know if you share the same conclusion. Again I am waiting to hear from you and thank you very much for your assistance.

Bokul · ‎05-01-2020

Hello Sir, it seems like I sent you the product name instead of the product number. The product number is; Z5N92AA#ABA. Again I am sorry for any inconvenience this misstep have caused to you. I appreciate your assistance.

Best regards,