Wi-Fi Outage Issue

[cbusst]

I've recently been running into the problem of the wi-fi going completely out on my PC. I've already tried a variety of troubleshooting methods but so far nothing has worked. Here is a previous thread I recently made about downloading the most up-to-date wi-fi drivers in which I go into detail about things I've already done and some good info I've gathered about these drivers.

https://h30434.www3.hp.com/t5/Notebook-Wireless-and-Networking/Realtek-Wi-Fi-Adapter-Download/m-p/79...

If you read my comments on that thread, you'll notice the 9/13/2020 date of interest. I was thinking that maybe it could be a Windows issue. I checked my Windows update history and I discovered that 9/13/2020 was the date of the last update install I had done. I also found that the update was stuck on an error. I was able to get past that error doing some light troubleshooting and the updates finished installing. Unfortunately the wi-fi outage issues persists on my PC. And from my previous posts on that thread you'll see how I come to think that it's something likely wrong with the drivers or maybe something else that's causing a problem with the drivers.

I'm getting a variety of warning and error messages on both the Realtek RTL 8188EE 802.11 bgn Wi-Fi Adapter and the Realtek PCIe FE Family Controller. And it all coincides with times when the wi-fi goes out. Is there maybe someway to figure out the root problem from those messages? Or can anyone suggest something I should do?

[Echo_Lake]

@cbusst

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Use the following steps to open the Component Tests menu.

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
3. On the main menu, click Component Tests.
4. The Component Tests menu displays.
5. Wireless Module Test - This test checks that the BIOS detects the wireless module and that it is enabled.

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

• The Wireless Module Test takes 30 seconds to complete.

If the test passes, try these steps:

Reinstall the network adapter using HP Recovery Manager (Windows 8, 10)

Reinstall original software or drivers using the HP Recovery Manager. If your PC does not locate the Recovery Manager installed, click the ‘next step’ button below.

1. In Windows, search for and open HP Recovery Manager. If prompted for an administrator password or confirmation, type the password or provide confirmation. If prompted by User Account Control to allow the program to make changes to the computer, click Yes.
2. Under Help, click Reinstall drivers and/or applications and wait for Recovery Manager to generate a list.
3. From the combined list of applications and drivers, with the drivers listed first, select the checkbox next to the drivers you want to reinstall. NOTE: The name of the adapter varies, depending on which one is installed on your PC.
4. When the Installation is completed message displays, click OK.
5. Close all open applications, restart your computer, then try connecting to the Internet again.

Set BIOS default and restart:

1. Restart your notebook.
2. During startup, press F10 repeatedly until the BIOS menu is displayed.
3. Once the BIOS menu is displayed, press F9 to restore factory defaults.
4. Select Yes to confirm.
5. Press F10 to save changes and exit.
6. Select Yes to confirm.
7. The computer restarts using the default settings.

After your computer has restarted once in Windows test your wireless connectivity. Try connecting to the Internet again.
 

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.

[cbusst]

I ran the wireless module test and it passed. I have HP Recovery Manager but it doesn't open on my PC. I'm getting a pop-up message that says the recovery manager is compatible with Windows 7, not 8. Is there an updated version of the recovery manager I can get for Windows 10?

[Echo_Lake]

@cbusst

Thank you for posting back.

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 backup 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.

[cbusst]

The webpage for the HP Cloud Recovery Tool says it's not available to me based off the product that I have, I checked with my product number.

I see how personal files can be kept during the reset process. Software is actually not much of a concern for me because I have hardly any additional apps that I use. I think I can easily download new versions directly from online as needed.

But what about the operating system? Do I get put back on the original OS that was installed on the PC and then I have to re-install Windows 10? How would I do that?

[Echo_Lake]

@cbusst
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.

[cbusst]

I don't understand why you're throwing me over to the support website, it just links back here to the community page. There's no option to email anyone or anything. I'm going to need more specific instructions on what I'm supposed to do on the support page.

[Echo_Lake]

@cbusst

Thank you for posting back.

As you are unable to perform a system recovery using recovery tool contacting HP support can assist you with recovery media kit which can resolve the issue. 

Keep me posted! 

[cbusst]

So as I expected, the wi-fi issue is related to a recently installed update of Windows 10. After doing some more digging I came across this article which highlights the issue. Apparently the issue is widespread.

https://www.forbes.com/sites/gordonkelly/2020/07/21/microsoft-windows-10-upgrade-2004-may-2020-break...

I will take this up with Microsoft.

[Echo_Lake]

@cbusst

Thank you for posting back. 

Work on it as per your convenience! Please feel free to contact us here anytime you need any further assistance.