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08-11-2020 07:51 AM - edited 08-11-2020 07:52 AM
Good Morning HP Community,
I have a issue and I'm hoping someone can give me an answer to my problem or at least has encountered a similar situation.
I have an HP Laptop, recently I realized that when I connect to the Ethernet port, my computer still displays that I am only connected via wireless. I have checked my modem and each port on the modem to make that that wasn't the issue. It isn't.
I've tested the connect with my desktop and it displays Ethernet connection without any issue.
Upon further investigation, I noticed when i went to my device manager that my Realtek PCIe Family Controller adapter is no longer showing. Now the laptop was displaying the adapter card with no issue a few weeks back. So, I'm not sure what has occurred. I have reset the bios, removed the RAM and reinstalled. Downloaded the drivers as well as the Chipset and reloaded the last restore point, but I can't seem to get this driver back on my system.
Can anyone offer any advice or suggestions concerning this issue. The last thing I want to have to do is format my hard drive and do a complete new install. Any recommendations would be greatly appreciated.
08-13-2020 04:10 PM
Thank you for posting on the HP Support Community.
Don't worry as I'll be glad to help, I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed.
While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time.
Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/
The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system.
- Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10)
- Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)
Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
I am an HP Employee
08-14-2020 09:49 AM
Good Morning Echo_Lake,
Thanks for the response to my questions.
Unfortunately I completed the recovery process and I am still missing the Realtek Ethernet Controller Driver.
It shows that is in installed on my Apps and Features Page, but not on my Device Manager Page under Network Adapters.
At this point, I'm of the belief that the port on the Motherboard is bad and that is why I am not able to reinstall the driver.
Any additional advice would be greatly appreciated.
08-14-2020 04:26 PM
Thank you for posting back.
As we have limited support boundaries in the support community as of now.
I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/
Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
I am an HP Employee