No ethernet or WIFI drivers

[Raven1066]

My HP Evny 17-cr0xxx was working fine a few days ago. Today it won't connect to the WiFi. The trouble shooting advises me to reboot modem and router, which I did. However, there's no problem with those because my 2nd laptop is connected without issue. Then the trouble shooter advised me to contact HP Support: Computer internet connectivity problem. I went into the Deivce Manager and there's no adapters for WiFi or ethernet. I went into "advanced network settings/Harware and connection properties" and the following as noted as "not present": 

1. Bluetooth Network Connection 2. Ethernet 3. WiFi 4. Local Area Connection*1

First question: how do I get this fixed?

Second question: why did this happen and how to I prevent it from happening again? 1` 

[Kim1121]

This happened to me just overnight- was working fine- I went to sleep and logged back on with no drivers. This is a brand new laptop!

[Raj_05]

Hi @Raven1066,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like a frustrating issue with your HP Envy 17! Let's tackle your questions step by step.

How to Fix It

Check for Hardware Issues:

• Ensure that the Wi-Fi switch (if present) on your laptop is turned on. Some laptops have a physical switch or a function key (like Fn + F2) to enable/disable Wi-Fi.

Reinstall Network Drivers:

• Since your adapters are missing, it might help to reinstall the drivers:
  1. Go to the HP Support website.
  2. Enter your laptop model and find the drivers section.
  3. Download and install the latest Wi-Fi and Ethernet drivers for your laptop.
  4. Restart your laptop after installation.

Run Network Troubleshooter:

• Right-click the network icon in the taskbar and select "Troubleshoot problems." Follow the prompts.

Check Device Manager:

• If the drivers don't show up after installation, go back to Device Manager:
  • Right-click on the Start button > Device Manager.
  • Click on "View" and select "Show hidden devices."
  • Check under "Network adapters" and see if your Wi-Fi and Ethernet adapters appear. If they do, right-click on them and select "Enable."

System Restore:

• If the problem started recently, you could perform a system restore to a point when your Wi-Fi was working:
  • Type “Create a restore point” in the Windows search bar and select it.
  • Click on “System Restore” and follow the prompts to choose a restore point.

Why This Happened and Prevention

Possible Causes:

• This issue could be due to a software update that caused conflicts, a corrupt driver, or even a hardware issue (like the Wi-Fi card dislodging).
• Malware or virus infections can also cause network drivers to disappear.

Prevention Tips:

• Regular Updates: Keep your system and drivers up to date. Windows updates and driver updates can often fix bugs and improve performance.
• Backup Drivers: Consider using software to backup your drivers periodically. This way, you can quickly restore them if they get corrupted or disappear.
• Antivirus Software: Maintain good antivirus software to protect against malware that could interfere with system operations.
• Avoid Sudden Shutdowns: Make sure to shut down your laptop properly to avoid corrupting system files or drivers.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[Raven1066]

Hi,

Your advice doesn't work. 

1. I have no issues with my modem or WIFI devices. My worklap top, which sits next to the laptop with no internet connection, has no problems connecting. And just in case, I rebooted all my devices. Still no resolution.

2. My laptop has no obvious WiFi switch. I searched on the HP site and didn't find anything useful about this. So this is apparently not an option. 

3. I cannot connect to the internet, so how am I supposed to download drivers? 

3a. Just to test my computer's ability to talk to the internet, I bought an ethernet-USB cable. Even with my laptop connected directly to my modem, I can't get to the internet. It doesn't see the modem. 

3b. You might suggest I use my work laptop, but it has a firewall that prevents me from exporting anything to a thumb drive. 

So in conclusion, none of the recommendations will work because I can't connect to the internet. Please advise on what the next round of repair should be. 

[Raj_05 · Accepted solution]

Hi @Raven1066 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Here’s a more advanced set of troubleshooting steps to help resolve the issue, especially considering you can't currently download drivers due to lack of internet access.
 

Advanced Troubleshooting Steps

Check BIOS Settings:

• Restart your laptop and enter the BIOS/UEFI setup (usually by pressing Esc, F10, or F2 during startup).
• Look for any options related to network adapters (sometimes under "Advanced" or "Integrated Peripherals") and ensure they are enabled.

Check Windows Network Settings:

• Open Settings > Network & Internet > Status.
• Scroll down and click on Network reset. This will reset your network adapters and might help restore connectivity.
• Note: You will need to reconnect to any Wi-Fi networks afterward.

Manual Driver Installation via USB:

• Since your work laptop has restrictions, you can use another device with internet access (like a friend’s or family member's computer) to download the required drivers.
• Visit the HP Support website and download the network drivers for your specific HP Envy model.
• Transfer the drivers using a USB drive. Here are the steps:
  • On the working computer, search for your laptop model and go to the "Drivers" section.
  • Download both the Wi-Fi and Ethernet drivers.
  • Copy them to a USB drive and plug it into your HP laptop.
  • Install the drivers from the USB drive.

Safe Mode with Networking:

• Boot your laptop into Safe Mode with Networking:
  • Press Windows + R, type msconfig, and hit Enter.
  • In the System Configuration window, go to the Boot tab and check the Safe boot option, selecting Network.
  • Restart your laptop.
• Check if the network adapters are visible in Device Manager while in Safe Mode.

Command Prompt Reset:

• Open Command Prompt as Administrator (right-click on the Start menu and select "Command Prompt (Admin)").
• Run the following commands one at a time:

netsh winsock reset
netsh int ip reset
ipconfig /release
ipconfig /renew
ipconfig /flushdns
 

• Restart your laptop after running these commands.

[Raj_05]

Hardware Check:

• If possible, open the laptop and check if the Wi-Fi card is seated properly in its slot. If you’re comfortable, reseat it and check for any visible damage.
• If you’re using a USB Ethernet adapter, try a different port or a different adapter to rule out hardware failure.

External USB Wi-Fi Adapter:

• If you have access to an external USB Wi-Fi adapter, connect it to your laptop. This can bypass the internal Wi-Fi issues and allow you to connect to the internet.

Windows Repair:

• If none of the above solutions work, consider using a Windows installation USB to repair the installation:
  • Create a Windows installation USB using another computer.
  • Boot your laptop from the USB, choose the "Repair your computer" option, and follow the prompts.

Last Resort - Factory Reset:

• If all else fails and you still cannot connect, you may consider backing up your data and performing a factory reset on your laptop. This will restore it to its original settings but will remove all installed applications and personal files.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support