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HP Recommended
HP EliteBook 850 G2 Base Model Notebook PC
Microsoft Windows 10 (64-bit)

Elitebook 850 G2. Windows 10 x64.

Intel Dual-Band Wireless AC-7265 Adapter

Have lost wifi connection and WiFi adapter has disappeared from Device Manager and only appears as a hidden item with a Code 31 message – "Windows cannot load drivers for this device".

Annoying thing is that the Bluetooth side of the adapter is working perfectly okay.

Things I’ve tried:

  • Uninstalling adapter and restarting computer – no effect.
  • Used lates drivers from HP site and Intel website– no effect.
  • Running HP diagnostics and Windows Troubleshooters – no effect.
  • Installed other OS (Windows 7, Windows 10 (x32) and Linux) onto different drive – no effect.
  • Checked BIOS – no setting for WiFi adapter, though Bluetooth adapter has option to enable/disable.
  • Tried another AC-7265 adapter – no effect.

I’d appreciate any suggestions as to the next thing to try.

 

11 REPLIES 11
HP Recommended

Hello @Dennis160 

 

(1) Visit INTEL's wireless driver site

- Download and install driver

ub6424_0-1664274289001.png

(2) Restart Windows

(3) Please report your results

HP Recommended

Thanks for responding.

I downloaded the driver suggested and installed it & rebooted- no change, the hidden adapter still says that windows cannot load the driver Code 31.

So I uninstalled the adapter and installed the driver again, rebooted - no change, except that now the ada[ter disappearsa altogether.

Dennis160_0-1664292638287.png

(NB : I'm using a USB dongle t upload this message.) I can get the AC-7265 back by installing the device as legacy hardware, but I still get the Code 31 message.

Dennis160_1-1664292864221.png

 

HP Recommended

And if I try to update the drivers through Device Manager I get this:

Dennis160_0-1664293369318.png

 

HP Recommended

Hello @Dennis160 

 

(1) Download and install from Microsoft Apps Store

HP PC Hardware Diagnostics Windows

 

(2) Run <HP Diagnostics for Windows>

- Perform <all> tests

- Focus on Component tests <Wireless Adapter>

 

(3) Please report your results ( error messages, take pictures )

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )

HP Recommended

Thank ypu again. I ran the diagnostics as best I could.

Dennis160_0-1664347418332.png

 

Dennis160_1-1664347442538.png

Unfortunately it started to test the WiFi dongle I was using, so I removed that and them the software couldn't detec any WiFi adapter at all.

Dennis160_3-1664347503117.png

 

HP Recommended

Hello @Dennis160 

 

Do you valid HP warranty ?

HP Recommended

No, this is an old laptop I use for work.

HP Recommended

Hello @Dennis160 

 

(1) Please replace wifi adapter

 

HP spare part number: 756748-001

Intel Dual Band Wireless-N 7265AN 802.11 a/b/g/n 2×2 WiFi + Bluetooth 4.0 Combo Adapter

 

Buy at HP Partsurfer:

https://partsurfer.hp.com/partsurfer?searchtext=756748-001&searchby=part

 

ub6424_0-1664389427111.png

 

(2) Download

--->>> Maintenance and Service Guide

 

Kind regards

HP Recommended

Thanks for the help. I have already tried a replacement adapter as mentioned in my first post. It exhibited the same issue - No WiFI adapter present but the Bluetooth working perfectly.

What are the possibilities of it being:

  • A hardware failure on the motherboard?
  • An issue between Windows 10 and the wifi driver?
  • A missing BIOS key (I'm using M71 vs.1.28)?
  • A secret, mystery keyboard combo which I hit by accident?? Okay, I'm getting desperate now....
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