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‎02-01-2023 12:27 PM

HP Recommended
Product: HP Pavilion 15.6 inch Laptop PC 15-eh1000 (2H5A7AV)

I currently can't connect the WiFi from my laptop to either my router or my printer. I am currently using my phone and 2 tablets that are connected to the router internet and to my printer. They work just fine so I know it's an issue with the laptop. I can transfer files back and forth with a thumb drive. I tried to use a add on wireless adapter but it shows the same problem. I have followed all the steps listed on the Microsoft website to fix this problem, but nothing works. I filed a troubleshooting complaint with HP Support last week but I haven't heard anything back from them. This has gotten very frustrating. 

Category:
1 ACCEPTED SOLUTION

Accepted Solutions

‎02-04-2023 01:56 PM

HP Recommended

Good afternoon 

I really appreciate all the help you have giving me, but nothing was working and I want to apologize for getting agitated and upset. I was wrong to do that because I knew that you really were trying to help. 

Using my phone as a hot spot wouldn't work either because the laptop didn't have a working WiFi. 

It hit me during my sleep time that any repairs we were trying to do, there were always some files missing. This morning I went to Microsoft Support on a different computer and downloaded the Windows 11 22h2 IOS file to a portable hard drive. I then followed Microsoft's directions to unpack and reinstall Windows 11. I am happy to say that this fixed my WiFi problems. 

Thanks again for your assistance in working on my problem. 

View solution in original post

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27 REPLIES 27

‎02-01-2023 02:13 PM

HP Recommended

Hello @Skyhawk454 

Sorry to hear that you are having problems ... I would like to help you.

 

Let me check your basic system configuration before we continue ...

 

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

 

OS Name

Version

System Model

System SKU

( equals HP product number (p/n) )

Processor

BIOS Version/Date

BaseBoard Product

BaseBoard Version

 

(2) Start Windows <Device Manager>

- Expand <Network adapters>

- Expand <Other devices> ? (Those entries are for hardware for which Windows has not loaded a suitable driver)

--->>> Send screenshot

 

(3) Please report back

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‎02-01-2023 04:12 PM

HP Recommended

When I open Network Adapters, it doesn't show "other" but I have included a screenshot of what is there. 

20230201_163346.jpg

 

Screenshot_20230201_170726_Samsung Notes.jpg

 

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‎02-01-2023 04:23 PM - edited ‎02-01-2023 04:25 PM

HP Recommended

Hello @Skyhawk454 

 

(1) Use another "online" Windows computer and download sp142614.exe to <USB flash drive>

 

Realtek RTL8xxx Wireless LAN Drivers

1.0.0.212 Rev.S

17.4 MB

Sep 15, 2022

Download

 

(2) Use <USB Flash drive> on your current "offline" notebook

- Install Realtek driver sp142614.exe

(3) Restart Windows

(4) Please report back

 

Kind regards

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‎02-01-2023 04:31 PM

HP Recommended

Thanks 

I will download it tonight when I get home and do the installation tomorrow. We'll see what happens. I pray that it works. 

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‎02-02-2023 07:36 AM

HP Recommended

Downloaded and installed the file, ran the install and restarted twice with no change in operation either time. 

Still no wifi connection. 

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‎02-02-2023 08:56 AM

HP Recommended

I ran windows network diagnostics this morning after my last post to you. I am including the report for your review. I have changed the connection setting to automatic from manual. 

Windows Network Diagnostics_230202_094200_1.jpg

 Windows Network Diagnostics_230202_094200_2.jpg

 

Windows Network Diagnostics_230202_094200_3.jpg

 

Windows Network Diagnostics_230202_094200_4.jpg

 

 

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‎02-02-2023 10:26 AM

HP Recommended

Here is another file I downloaded 

Network and Internet Wi-Fi_230202_112324.jpg

 

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‎02-02-2023 11:07 AM

HP Recommended

Hello @Skyhawk454 

 

(1) Please check <Windows integrity> Part 1

 

Open cmd.exe (right click) as administrator and execute:

chkdsk /f c:

( Answer question with Y=Yes )

 

Restart Windows and let chkdsk do the work at startup

 

(2) Please check <Windows integrity> Part 2

 

Open cmd.exe (right click) as administrator and execute:

sfc /scannow

 

msdt.exe /id WindowsUpdateDiagnostic

 

Dism /Online /Cleanup-Image /ScanHealth

 

Dism /Online /Cleanup-Image /CheckHealth

 

Dism /Online /Cleanup-Image /RestoreHealth

  

(3) Please report your results ( of each command )

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‎02-02-2023 11:58 AM

HP Recommended

Just started part 2 and running first scan 

I will get back to you when all scans are finished 

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