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AnnabellaS
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WiFi connectivity

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HP Envy x360 convertible
Microsoft Windows 10 (64-bit)

Hello,

I bought this new laptop the other day - HP Envy x360 Convertible 13. It's a Windows 10 Home.

It has been working fine but all of a sudden it keeps disconnecting to the WiFi. I know it isn't a WiFi issue as my husband has been using his laptop and hasn't lost connectivity. 

I haven't been streaming or doing anything strenuous on my PC. Just using the WordPress and Spotify. 

Is there a fault with my laptop or can this be fixed really simply? 

Thanks!

6 REPLIES 6
The_Fossette
HP Support Agent
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@AnnabellaS

 

I reviewed your post and I understand that you are facing issues with the wireless connection.

 

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

 

What is the product number of your computer?

 

Meanwhile, I recommend you follow the below steps and check if it helps.

 

Powercycle the network:

1. Shut down your notebook.

2. Unplug the power to your router.

3. Unplug the power to your modem.

4. Wait at least 45 seconds.

5. Plug in the modem, and wait for it to come back online.

6. Plug in the router, and wait for it to come back online.

7. Turn on your notebook, and test your connection.

 

Disable the Power Off option for the adapter:

1. Open Device Manager. (Win Key+R > type devmgmt.msc > OK)

2. Expand the Network adapters.

3. Right click on the Ethernet/Wireless Adapter and click Properties.

4. Click the Power Management tab.

5. Remove the check mark beside Allow the computer to turn off this device to save power.

6. Click OK.

7. Test.

 

Reset the TCP/IP settings on your PC:

1. Go to your start screen/menu and type CMD.

2. Right click on the command prompt icon and chose Run as administrator.

3. In the window that opens type "netsh int ip reset resetlog.txt" without quotes, and press enter.

4. Restart your PC and test.

 

It may also help to reset the winsock catalogue:

1. Go to your start screen/menu and type CMD.

2. Right click on the command prompt icon and chose Run as administrator.

3. In the window that opens type "netsh winsock reset" without quotes, and press enter.

4. Restart your PC and test.

 

Reinstall the network adapter drivers:

1. Download the drivers from here but do not run them yet.

2. Go to your start screen/menu and type Device Manager.

3. Expand Network adapters.

4. Right click on the wireless adapter and choose Uninstall.

5. Run the downloaded drivers from step 1.

6. Restart your PC and test.

 

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

 

P.S: Welcome to the HP Support Community 😊

 

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

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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2jcm
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Do you have a RTW_PC1 driver?

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2jcm
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This is my wife's  HP laptop 17-ca00g4c1 using a linux operating system. The wifi was working fine using Linux 19.3 Mate and suddenly it just stopped working.  It's using a Realtek RTL8822BE 8201.1/a/b/g/n/ac wifi adapter.  I think the driver is a RTW_PC1 that could have gone bad.  The only other thing I can think of is the OS had an update to the Linux kernel.

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AnnabellaS
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I ended up getting help via their WhatsApp chat support and had to un-install a driver and it seems to be working fine now.

 

Although, since doing that my fingerprint scanner no longer works. My laptop says it's unavailable. Any idea how to fix this new issue? (It was working fine when I first got this laptop)

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AnnabellaS
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Thank you @The_Fossette! I didn't need to do this in the end as someone from HP Support WhatsApp got in touch with me faster and resolved my WiFi issue. Although now I have a fingerprint scanner issue where my laptop says it is unavailable. It was working when I first got the laptop though! Any ideas how to fix this?

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The_Fossette
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@AnnabellaS

 

I recommend you uninstall the fingerprint scanner from the device manager and then download and install it from the below link.

 

https://support.hp.com/in-en/drivers

 

Here is how it is done.

  1. Type "Device Manager" into the search field to open the device manager console.
  2. Expand the node that represents the type of device that you want to uninstall, right-click the device entry, and click Uninstall.
  3. On the Confirm Device Removal dialog box, click OK to start the uninstall process.
  4. When the uninstall process is complete, remove the device.

NOTE: On the Confirm Device Removal dialog box, click the Delete the driver software for this device option to delete the driver package that was used for the device.

 

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!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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