No internet connections available after update

[Rikki1954]

Product: Pavilion G6 Series

Operating System: Microsoft Windows 7 (64-Bit)

Internet was working until a critical update was installed on my computer on Sat. Dec.22/18, at 10:30PM. The update was "Definition Update for Microsoft Security Essentials - KB2310138 (Definition 1.283.1259.0)". I couldn't reconnect, so I shut the computer down and tried again Sunday morning. The networking sharing centre states no connections available. I attempted to restore the system, but that failed stating antivirus programs were running. Disabled them, tried again, same message. Attempted the command prompt operations; release, reset etc. with no results. I tried a safe mode restore, as well as a clean boot, and an sfc scan, which could not be performed. I have the laptop connected to the router via ethernet cable and that works. I have tried using the HP virtual assistant, and tried every recommendation, but none worked. I've also tried several recommendations from other posts on this site, and again, none have worked. In HP Recovery Manager, I tried to reinstall the WIFI driver, however, a message popped up stating : "One or more of the selected driver(s) and/or applications may not have properly installed and have been marked with "Exclamation mark." Please uninstall these from the computer before attemting to install them again from HP recovery Manager." Uninstalled as instructed, but got the same message on attmpting to reinstall. I should note my iPad, Samsung tablet and phone, and another HP laptop are all working, and my internet provider confirmed they were connected but my pavilion was not. The f12 key has also gone amber, and nothing seems to work on that either. Any ideas why this happened after the critical update, and/or what I can do to correct the problem.?? Use of an eternet cable  indefinitly is not an option for several reasons.  Thanks for the help!!

[The_Fossette]

@Rikki1954,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that the wireless connection is not working on the computer after a Windows critical update.

Don’t worry, I assure you I will try my best to get this sorted.

Awesome job on diagnosing the issue correctly and performing smart troubleshooting before posting your question on HP forums. Kudos to you on that score. 

I recommend you run a test on the wireless card to make sure that the wireless card is working fine.

Follow the steps in the below article to run the wireless test.

https://support.hp.com/in-en/document/c03467259

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[The_Fossette]

@Rikki1954,

It is great to have you back and your patience is greatly appreciated.

Did you run the test on the wireless card or the Network card/Ethernet card?

I recommend you run the test on the wireless card and let me know the result.

Meanwhile, I recommend you perform a system restore on the computer back to the date when the wireless was working fine.

Follow the steps in the below artilce to perform a system restore.

https://support.hp.com/in-en/document/c01835735

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[Rikki1954]

Happy New Year,  and thank you for the reply. I'm afraid I'm going to show my ignorance now. You suggested I run the test on the wireless card however, I'm really not sure how to do that. I ran tests on all the components in the list on the components test page. If you would be so kind as to walk me thru that, I would greatly appreciate it.

The last time the internet worked on my laptop was on December 22nd. I did attempt to do a restore to that date, however I received a message that the restore did not complete successfully. Details stated system restore could not access a file. this is probably because an anti-virus program is running on the computer.  Temporarily disable your antivirus program And retry system restore.

An unspecified error occurred during system restore. (0 x 8 0 0 7 0 0 0 5) 

You can try system restore again and choose a different restore point. If you continue to see this error, you can try an advanced recovery method. 

I did attempt to do a restore again today, however, the oldest date available is December 25th. I set the computer to restore, and again received the same message, indicating restore could not be completed. I should note, that previously when running the restore, I did shut down all of the antivirus programs on my computer, however I was still unable to do the restore.

once again, thank you for your help, and I look forward to a response in the near future. I sincerely hope with your help, that we will be able to restore my laptop to its original working condition. Failing that, my only other option will be to take it in and have it looked at, an option I'm trying to avoid.

[The_Fossette]

@Rikki1954,

It is great to have you back and your patience is greatly appreciated.

I recommend you look for the wireless module test.  Wireless Module Test - This test checks that the BIOS detects the wireless module and that it is enabled.

To run the test, click Wireless Module, and then click Run once.

The Wireless Module Test takes 30 seconds to complete.

If the wireless test module is not available then I recommend you perform a reset on the computer following the steps in the below artilce.

https://support.hp.com/in-en/document/c04742289

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[Rikki1954]

Hello!

I was unable to run a wireless module test, as this was not an option in hardware diagnostics. I did log onto the HP site to see if I could find any other way to run a test, with no success. I did read the information on doing a reset, but in my case, this is not an option. The article states that any apps wil be deleted and would need to be reinstalled/downloaded. Although the instructions say it's for Windows 10, I assume Windows 7 would have the same result, and one specific app on my computer cannot be replaced. It is because of that app that I need this laptop functional.  I did download the HP assistant and had the computer scanned for missing drivers, which I then downloaded. Unfortunately, this has not solved my problem.  If you have any other suggestions, I would be grateful for the help. However, if you feel we have exhausted our options, I would be glad to indicate the problem is solved. 

I look forward to hearing from you!

[Lil_Boy_Blue]

Hi

Can I try a different approach?

Just for clarity can you give the SKU:

WinKey + R  and type msinfo32   line 9

So anything I suggest is tentative to useless, except on generic PC's

The Amber Light you mentioned, is it F12 the Areoplane Mode?  Or equivalent.

If so that needs your primary attention.

Next would be   WinKey + R and type  cmd.exe pause

next type

netsh lan show interfaces

then
netsh wlan show interfaces

Next is

netsh wlan show drivers

AND you get something like this EDITED of course...

C:\>netsh lan show interfaces
The Wired AutoConfig Service (dot3svc) is not running.

C:\>netsh wlan show interfaces
There is 1 interface on the system:
    Name                   : WiFi
    Description            : Realtek RTL8723BE 802.11 bgn Wi-Fi Adapter
    GUID                   : fb97cb399
    Physical address       : 48:48:48:48:48:27
    State                  : connected
    SSID                   : WhiffyOne
    BSSID                  :
    Network type           : Infrastructure
    Radio type             : 802.11n
    Authentication         : WPA2-Personal
    Cipher                 : CCMP
    Connection mode        : Auto Connect
    Channel                : 6
    Receive rate (Mbps)    : 72.2
    Transmit rate (Mbps)   : 72.2
    Signal                 : 85%
    Profile                : Whiffy1

    Hosted network status  : Not available

C:\>netsh wlan show drivers
Interface name: WiFi

    Driver                    : Realtek RTL8723BE 802.11 bgn Wi-Fi Adapter
    Vendor                    : Realtek Semiconductor Corp.
    Provider                  : Realtek Semiconductor Corp.
    Date                      : 24/02/2018
    Version                   : 2023.66.1104.2017
    INF file                  : oem6.inf
    Type                      : Native Wi-Fi Driver
    Radio types supported     : 802.11n 802.11g 802.11b
    FIPS 140-2 mode supported : Yes
    802.11w Management Frame Protection supported : Yes
    Hosted network supported  : No
 
    Wireless Display Supported: Yes (Graphics Driver: Yes, Wi-Fi Driver: Yes)

Please post back what you can - Non Personal -

[Lil_Boy_Blue]

I am trying

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Wireless-Button-Driver/td-p/22...

[Rikki1954]

Thank you so much for your help. I must admit, this is the closest I've come to knowing what is wrong. I have attached what I believe to be line 9 that shows the information or the SKU that you asked for. I also ran the command prompt. And it was very telling! After typing in lan show interfaces I received a message as well indicating that the auto config service is not running. However the wlan show interfaces stated there is no wireless interface on the system. Since the wlan show drivers States there is no wireless interface on the system, obviously there are no drivers to show.

I'm not sure how this could have happened, or what caused it to happen, since I did have an internet connection prior to the December 22nd update. Any additional information you can provide, or advise how I can access the wireless or the Lan or  the drivers would be very much appreciated. I did attempt to find the SKU using the instructions you provided, however, using that command I bring up a window titled system information. Line nine about window is processor information, which consists of  AMD A4-3300M APU with radeon (tm) HD graphics, 1900 Mhz, 2 Core(s), 2 Logical Processor(s).

The update on Dec. 22 was definition of 8 from Microsoft Security Essentials-KB2310138 (Definition 1.283.1259.0). He was installed at 10:14 p.m. on December 22nd. There is also a pop-up window what states once this it is installed it cannot be removed. This is contrary to many of the other updates on the computer.

Hopefully, this additional information will help you in finding a solution to my problem. Thank you again for your help!

[Lil_Boy_Blue]

Hi.

Hmmmmmm.

So we believe you have a WiFi, honestly.

With my Ethernet cable plugged in I type... WinKey + R   cmd.exe pause

getmac

C:\>getmac
Physical Address    Transport Name
=================== ==========================================================
48-48-48-48-48-27   \Device\Tcpip_{FE8C17AA-1613-4F0A-9BBF-4344B97CB399}
B0-5A-DA-DE-84-28   \Device\Tcpip_{614CA00E-E2B8-45F1-BD9F-DD1B26F16065}
48-48-48-48-48-28   Media disconnected

I KNOW that 48--27 is my WiFi and 48--28 is my Bluetooth on that same card, the B0--28 is my ethernet.

Also I know what my WiFi adapter is because F1 in the ESC at power on shows something like this...

  RTL8723BE Realtek device.

I can hopefully show Lost/Hidden stuff in Device Manager by...

What can also trip up MS Windows is the Wireless Button Driver, F12 Aeroplane Mode, on mine.

It gets deleted and no WiFi.

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

https://support.hp.com/us-en/products                               may ID the exact model.