WiFi drops HP down load fix did not help Product number: 4WJ36UA Model: 13-an0010nr

[Julia4A]

WiFi drops HP down load fix did not help

Product number: 4WJ36UA Model: 13-an0010nr

someone should say told you so...

Also low CPU preformance.  HP Pavilion 13-inch Light and Thin Laptop w/    Intel Core i5-8265U  w/ DDR4 has low Passmark score  compared to the HP Envy 8250U with LPDDR3   testing the CPU...  so is the problem in the main board differance or did I get a over baked 8265U

HP Pavilion 13-inch Light and Thin Laptop Intel Core i5-8265U Processor, 8 GB SDRAM Memory, 256 GB Solid-State Drive, Windows 10 (13-an0010nr, Mineral Silver)

by HP

 Thanks.

Really bummed out about the Wi-Fi droping out 

[Julia4A]

OK,  Here is the help from HP support: see below...

(Full format and restore...)

so far this morning Wi-Fi has Not dropped yet!

Still concerned about "whiskey Lake i5 8265U ( on pavillion platform w/ DDR4) Has low CPU passmark preformance Number compared vs Kraby Lake i5 8250U (on envy platform w/ DPDDR3) any answers or ideas would be Appreciated. Thanks.

Connecting...

8:37 PM  Connected. A support representative will be with you shortly.

8:37 PM  Support session established with Indira.

8:37 PM                Indira:

Welcome to HP Customer Support for Notebook. My name is Indira and I will be your technical support specialist today.

NOTE: For security reasons, PLEASE DO NOT send credit card information via this chat window. If I need that information from you later, I will link you to a separate, secure, HP web page to provide your credit card details.

8:37 PM                Indira:

Hi Julia, greetings.

8:38 PM                Julia Ardis:

Hello, im having oroblems with Wifi connections

8:38 PM                Indira:

I understand.

8:38 PM                Indira:

Do not worry, Julia.

8:38 PM                Indira:

We will do few checks and try and fix the issue.

8:39 PM                Indira:

Is that okay?

8:39 PM                Julia Ardis:

ok

8:39 PM                Indira:

Great.

8:39 PM                Indira:

Please provide your cell phone number(s), in case the chat gets disconnected, we will call you back within 5 to 10 minutes to re-establish the chat session. You may receive a call from 1800-***-****. Please be available on your phone. Also you will receive an email(Subject: Reconnection - HP Chat Support) from us within 5 minutes to re-establish the chat session. All the steps to reconnect the chat will available in the email”

8:39 PM                Julia Ardis:

Serial number: 5CD8392YJ9 Product number: 4WJ36UA

8:40 PM                Julia Ardis:

815-288-7644

8:40 PM                Indira:

Thank you.

8:40 PM                Julia Ardis:

phone number 815-288-7644

8:40 PM                Indira:

Thank you.

8:40 PM                Indira:

Are you chatting from the same notebook?

8:41 PM                Julia Ardis:

no

8:41 PM                Indira:

Alright.

8:41 PM                Julia Ardis:

because of he disconnections

8:41 PM                Indira:

I understand.

8:42 PM                Indira:

Julia, we will then run a wifi test from f2 page to confirm if the wifi adapter is working fine or not.

8:43 PM                Julia Ardis:

f2 from boot?

8:43 PM                Indira:

I will guide you.

8:43 PM                Indira:

Are you ready?

8:43 PM                Julia Ardis:

yes

8:43 PM                Indira:

Great.

8:43 PM                Indira:

Turn off the computer.

8:43 PM                Julia Ardis:

ok

8:44 PM                Julia Ardis:

its off now

8:44 PM                Indira:

Okay.

8:44 PM                Indira:

Now, press the power button and immediately start tapping ESC key multiple times. You will get startup menu.

8:45 PM                Julia Ardis:

ok at m

8:45 PM                Julia Ardis:

f2 now?

8:45 PM                Indira:

Now, press F2.

8:45 PM                Julia Ardis:

ok

8:46 PM                Julia Ardis:

english

8:46 PM                Indira:

Yes.

8:46 PM                Julia Ardis:

run?

8:46 PM                Indira:

Select wireless module test and run.

8:47 PM                Julia Ardis:

ok running

8:47 PM                Julia Ardis:

passed

8:47 PM                Julia Ardis:

the problem is intermittent

8:48 PM                Indira:

I understand.

8:50 PM                Indira:

Julia, as the test has passed this means that there is no hardware issue.

8:51 PM                Julia Ardis:

I've had this problem at school and at home when other people don't have this problem. Should I return the product to seller?

8:51 PM                Indira:

No, Julia.

8:52 PM                Indira:

We do have a fix to this.

8:52 PM                Julia Ardis:

ok is it a software problem?

8:52 PM                Indira:

We will do a system recovery.

8:52 PM                Indira:

System recovery will take the computer to the factory settings as when you purchased it. It will remove all your installed software and the data in the computer like pictures, music, videos or any other saved file.

8:52 PM                Julia Ardis:

I did all the updates from hp including the wifi constant connection

8:52 PM                Indira:

I understand.

8:53 PM                Indira:

That is the reason we did the test.

8:53 PM                Indira:

The last option to resolve is system recovery.

8:53 PM                Indira:

If the issue is not resolved after this, we will take the laptop for repair.

8:53 PM                Julia Ardis:

I understand Ill have to back up my files

8:53 PM                Indira:

From where did you purchase the notebook?

8:54 PM                Julia Ardis:

my files are backed up I can do the system restore now

8:54 PM                Indira:

Great.

8:54 PM                Indira:

Julia, I will guide you.

8:54 PM                Julia Ardis:

from Amazon

8:54 PM                Indira:

Okay.

8:54 PM                Julia Ardis:

Amazon fulfilment

8:54 PM                Julia Ardis:

third party

8:54 PM                Indira:

If the issue is resolved, you do not need to return the laptop.

8:54 PM                Indira:

It is a long process you see.

8:54 PM                Indira:

It is better we fix this.

8:55 PM                Indira:

And we are here to help you out.

8:55 PM                Julia Ardis:

sold by Etch Galaxy

8:55 PM                Indira:

Okay.

8:55 PM                Julia Ardis:

Etech Galexy

8:56 PM                Indira:

Exit from the page and turn off the computer.

8:56 PM                Julia Ardis:

I am at the system reset page

8:56 PM                Julia Ardis:

do I still need to turn off the computer

8:57 PM                Indira:

That is okay.,

8:57 PM                Indira:

What options do you see?

8:57 PM  Connecting...

8:57 PM  Connected. A support representative will be with you shortly.

8:57 PM  Connecting...

8:57 PM  Connected. A support representative will be with you shortly.

8:57 PM  Support session established with Indira.

8:57 PM                Julia Ardis:

remover files and clean the drive, or just remove my files

8:58 PM                Indira:

Okay.

8:58 PM                Indira:

You did not get any option called system recovery in the previous page?

8:58 PM                Julia Ardis:

ok im back at the recovery page

8:59 PM  Connecting...

8:59 PM  Connected. A support representative will be with you shortly.

8:59 PM                Indira:

Okay.

8:59 PM  Support session established with Indira.

8:59 PM  Connecting...

8:59 PM  Connected. A support representative will be with you shortly.

8:59 PM                Julia Ardis:

reset this PC, or advanced startup

8:59 PM  Connection lost. Attempting reconnection...

8:59 PM  Support session established with Indira.

9:00 PM                Indira:

Click on reset then.

9:00 PM                Julia Ardis:

reset this PC, or advanced startup

9:00 PM  Session closed due to network failure.

.

[Jeet_singh · Accepted solution]

@Julia4A,

Thank you for posting your query on HP Support Community,

Please try these steps first.   

1. Open CMD with Administrator

2. Type:  sc config storsvc type= own 

( this resets this service to its default state )

3. Restart the PC.

4. Check if this fixes it.

I recommend you try to follow the below steps:

Go to Device manager > select the WIFI drivers under network adapter> Right click go to properties  > Under properties go to Power Management Tab> Uncheck  "Allow the computer to turn off this device to save power". 

If it does not, please visit this link for further support: HP PCs - Troubleshooting Wireless Network and Internet (Windows 10)

If not check this link out: Common fixes for wireless connectivity issues.

Next thing, I would suggest here is to uninstall the wireless drivers from device manager: 

Right-Click on start button> click device manager> Network adapters>then select the wireless drivers and right-click on it and uninstall the Wifi drivers.

Then restart the computer and check if you are able to go online.

Finally, please update the bios, chipset and wifi drivers from this link: http://hp.com/drivers Please select the country and follow the on-screen instructions.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Let me know how it goes!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Julia4A]

Thanks much!  So far so good.  I will let you know by tomorrow, if still working...

Thank You!

[Julia4A]

few days now...  and I believe that the power setting  in the device manager has "fixed" my problem. see below

still 5G might have problems.  I am on the other not band of our netgear dual band router...

I recommend you try to follow the below steps:

Go to Device manager > select the WIFI drivers under network adapter> Right click go to properties  > Under properties go to Power Management Tab> Uncheck  "Allow the computer to turn off this device to save power". 

[Jeet_singh]

@Julia4A,

I'm glad you got this issue sorted out.

Do visit our HP Forums and drop us a message anytime you need help.

Thank you 😀

[OkieTechGuy]

I tried all the fixes listed above and none of it helped.   I then suspected maybe the laptop was overheating the wifi adapter so I added a cooling pad - which seemed to help.  For a while.  Then I lost connection again.   Got on with HP support and they remotely changed a number of power management options - which at first, seemed to make things worse.  Zero connection at all. Ran the HP wifi module diagnostic as described above and asked on chat to repeat.  It passed.  Twice.   Restarted laptop and things suddenly appeared solid.   Including that I had a wifi connection before logging in - which I didn't have before.  Ever. I'll keep things running and see if it holds.  HP is supposed to call me back tomorrow to check in. 

Here is to the best of my recollection what the tech did remotely. 

Checked the following which I had already done or initiated. 

1. Under device manager and the wifi adapter,  properties, power management tab, unchecked "allow computer to..."  (as described in another post here.)

2. Made sure wifi driver was updated. 

Here's the new actions:

1.  Under device manager,  wifi adapter properties, Advanced tab.  Scroll down to "Roaming Agressiveness".  Changed value to "6. Highest." 

2.  Under Power and Sleep Settings in Control panel.   Go to: "Additional Power Settings" on the right, "Change Plan Settings" on the next screen, "Change Advance Settings" next,   Tech changed Hard Disk, Turn off setting on both battery and Plugged in to "99999" minutes.     Under "Wireless Adapter Settings" here, and "Power Saving Mode" sub, tech changed on battery and plugged in settings to Maximum Power Saving and Maximum Performance respectively. 

That's all that I recall him (or her) doing.    Wifi has been solid for about the past hour since.   Crossing my fingers because otherwise this laptop is fantastic and has the best touchpad I've ever used (and I generally HATE touchpads..)