Wireless driver disappears

[zapchow]

Wi-fi has been unavailable repeatedly recently. I found the wireless driver has disappeared and then reappears randomly. Restarting sometimes fixes the problem temporarily (for a day or weeks). Restoring has worked but I am wondering if the issue is related to updates. The first time it happened, there were system updates the previous day. 

The driver is Intel AC3160

[MKazi]

@zapchow

Let me take a moment to thank you for posting on the HP Support Forums. 

MKazi is at your service. 

I understand that you have an HP Envy 14 series laptop and are facing issues with the wireless card drivers. The wireless connection is intermittently unavailable. The wireless drivers disappears and reappears. Restarting the laptop sometimes fixes the issue. You have done a remarkable job in troubleshooting this issue. 

I would like to know the following information to assist you better:

• What is the exact laptop model number. This HP link will help you locate the model number: https://hp.care/2fzXWAI
• Were the updates from Windows or HP?

While you respond to that. I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

Let us download and run the HP Support Assistant tool. This tool will scan your laptop and install the required drivers.

• Click here to download the HP Support Assistant. 

1. Click My devices on the top of the HP Support Assistant window, and then click Updates in the window for your device.

   Figure : Updates in the My PC box

   

   The Updates window opens.

2. If HP Support Assistant detects updates, a list of updates displays in the Updates available window.

   Figure : Updates window

   

3. To check for recent updates, click Check for updates and messages.

   HP Support Assistant connects to the HP servers and performs the following actions:

   • Downloads messages and updates

   • Gathers configuration information

   • Analyzes your computer system

   • Prepares an action list

   If HP Support Assistant finds updates, they display in the Updates available window.

   Figure : Updates available window

   

   • To postpone or delete a current update, use the following steps.

     1. Next to the message you want to postpone, click Remind me.

     2. Select Tomorrow, One week, or One month, depending on when you want to be reminded.

   • To delete an update, click  next to the update.

   • To install the update now, click the Install now icon () next to the update.

   • To review completed and postponed actions, scroll down to the Action log section.

Once the HP support assistant tool runs successfully connect to the wireless network, If the issue persists then I suggest to run a hardware test on the wireless card by following the below steps:

• Shutdown the laptop.

• Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

• On the main menu, click Component Tests.

Figure : Selecting Component Tests from the main menu

• The Component Tests menu displays. Your Component Tests menu might be different, depending on the components installed on your computer.

Figure : Sample list of Component Tests

• Wireless Module Test - The Wireless Module Test checks your system to make sure the wireless module was properly detected by the BIOS and is enabled for use.

  To run the test, click Wireless Module, and then click Run once. The Wireless Module Test takes 30 seconds to complete.

If the wireless test fails then you may contact our HP phone support team to explore the available service options. The phone support team can be contacted via this link: https://hp.care/2uJxnug

Hope this information helps. Feel free to keep me posted.

Good luck! 🙂

[zapchow1]

Hi- Thanks for your response. The updates I referred to were from Windows. My model number is J9L59UA#ABA

I do have HP Support Assist but did just download the most recent version. There are no available updates. I will try the component test now.

Thanks. 

[zapchow1]

Hi Again- I just completed the component test and the wireless module passed. When I restarted the computer, I had no wireless again and the driver was gone from the device manager network adapter list. Restarted and on the third try, it was back. Any more ideas? Thanks so much. 

[MKazi · Accepted solution]

@zapchow1

Thank you for replying with the details and results. You have been fabulous to work with considering your superb technical skills and valuable patience. Kudos to you for that.

Let us download and install the wireless card drivers manually:

• Click here to install the wireless card drivers.
• The Bluetooth is integrated into the wireless card. Click here to download and install the blue tooth drivers. 

You may restart the laptop after the drivers are installed. 

Also, update the BIOS on the laptop via this link: https://hp.care/2H8Whez

NOTE: Please have the charger connected to the laptop while updating the BIOS. Because the BIOS update must not get interrupted due to the battery draining out. 

Hope this helps. Let me know. Cheers! 

[zapchow1]

So far so good with this manual download. Hope it sticks. Thanks!

[MKazi]

@zapchow1

You're most welcome. 🙂

I'm glad that the manual download helped and hope it remains this way.

For any further questions keep me posted,

Take care! 🙂