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Message 1 of 4
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WLAN disconnects when laptop goes into standby mode

HP Recommended
Notebook HP 15s-fq1004nl
Microsoft Windows 10 (64-bit)

I have got a HP 15s-fq1004nl Notebook with 4 months of life. Since I bought it he has always experienced this problem.

When I move away from the notebook and it goes into standby or the screen goes off, the WLAN is disconnected when I wake up. If visible, I try to reconnect to the network but I get the message "Cannot connect to this network"; otherwise no network appears among those visible even though the router works correctly with other devices.

To reconnect to the network the only solution is to restart the notebook.

I have tried with different routers, I have tried the Windows network troubleshooter, I have tried to reset the network card (PCIe Realtek RTL8821CE 802.11ac card) and then to reinstall the drivers, I have tried to update the drivers to the latest version available , I tried to remove the flag from "Allow this computer to turn off this device to save power" in Device Manager> Network Card> Power Management, I tried to update the BIOS to the latest version available, I updated Windows 10 Version 10.0. 19041 build 19041.

None of these attempts solved the problem. It is very annoying as I have to restart the Notebook several times a day while I am working.

Could it be a hardware defect in the network card?

3 REPLIES 3
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HP Support Agent
HP Support Agent
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Message 2 of 4
Flag Post
HP Recommended

@nicksgold

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

 

HPSA will automatically search for all the latest drivers for your Notebook

 

  1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

  4. Click the update name for a description, version number, and file size.

  5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

 

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

 

Keep me posted how it goes

 

Thank you and have a wonderful day 😊

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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Message 3 of 4
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HP Recommended

Hi, thanks for the reply!
As already written, I have already updated the drivers to the latest version; in fact when I start HP Support Assistant there are no drivers to update.
I have also updated Windows to the latest version available.

Unfortunately, these procedures didn't work.

Is there anything else to try or should I contact assistance? The notebook is still under warranty.

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HP Support Agent
HP Support Agent
18,109 18,086 1,138 1,140
Message 4 of 4
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HP Recommended

As a last resort, I suggest you perform a Reset https://support.hp.com/in-en/document/c04742289

 

If the issue persists please contact HP Support in your region

 

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.
 

Thank you

KrazyToad
I Am An HP Employee

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