ethernet cable unplugged

[blueviolent]

My new HP Pavillion 17t laptop won't connect to the internet via ethernet cable.   It says the cable is unplugged even though the light is on (cable port location) and I have cross-checked this cable with other computers to make sure it works.   I have Windows 8.1 and the Realtek PCIe FE Family Controller Network Adapter driver.  The wi-fi connections works fine.  I tried installing an older version of this driver since I've read that a few people had problems with the Windows 8.1 version of the drivers, but the HP driver installation tool automaticaly updated to the latest version of that driver again and I'm not sure how to do that manually.  Any help is greatly appreciated.

[SuperMario1]

Hello @blueviolent ,

Thanks for posting on the HP Forums!

Sorry to hear that wired network connections are not working correctly. Everything that you need to do to troubleshoot can be found in this document: Troubleshooting Wired Home Networks (Windows 😎

Please try the steps and let me know the results. Thanks!

Mario

[blueviolent]

Thanks for the suggestions, I actually already came across that document and tried all those things.  Well, I didn't do a system restore because this computer is only five days old and it has had this problem from the start.  Otherwise, nothing on the list works.   I also tried installing both the latest version of the driver from HP (which, when I did 'update driver' from the device manager, the driver was not updated to the newest version that was available from HP), but neither the newest version, the driver version that my device manager said was 'up to date'  or even an older version of the driver worked.  I read somewhere that Win 8.1 sometimes has problems with ethernet connections based on the newer drivers, so I went with a version that was on an older Windows 7 HP laptop I have that was working with this same connection.  It didn't work either.  At a loss.

[SuperMario1]

There seems to be a hardware issue with the product.  I would contact HP phone support for hardware assistance. You can utilize this website to learn how to contact HP appropriately, based on your region: Contact HP Worldwide

Please let me know if you have any other questions or concerns. Thanks for bringing this issue to the HP Forums. Have a great day!

Mario

[Ninthace]

I have a similar problem with a new Pavilion.  The network manager reports that the ethernet cable is unplugged when it isn't.  I became aware of this problem when I first turned the machine on and found that the wifi connection was not reliable.  The connection kept crashing showing no internet connection available even when there was.  Using the network troubleshooter did not work and it was impossible to talk to the wifi adapter via the control panel or device manager.  Shutting the power off caused a prolonged blank screen with just the power light on and then the computer eventuallyy rebooted itself. I tried the LAN connection but the network manager said it was unplugged.  Eventually I got the wifi to stay up long enough to get a new wifi driver and the connection is now more reliable but not wholly so and the computer still sulks for a long time before rebooting.  The problem with the ethernet connection still persists.

So far I have tried:

Testing the cable and connection with another laptop - it is fine.

Updating the LAN card driver using the Realtek website and HP Support - currently using Realtek PCIe Family Controller  - 10.1.505.2015 05/05/2015

Unistalling and reinstalling adapter

Changing the adapter power management settings  - currently "allow computer to turn off" = ticked; "allow device to wake computer" = unticked

Using HP Support Assistant to update all drivers and software.

Contacting HP Chat Support - they updated the same LAN driver but were able to continue as after the update every time they took control of the computer the Wifi crashed.

Connecting to LA with Kaspersky Protection disabled.

The system is HP Pavilion Notebook product no  P4A28EA#ABU with an AMD A8-7410 APU with AD Radeon R5 graphics card running  Windows 10 version 1511

The Wifi is an Intel Dual Band Wireless-AC3165 using driver 18.30.0.9 03/11/2015

I have not tried resetting to factory settings it as it has been like this since I bought it

I would be grateful for any suggestions.  

[Ninthace]

Further to my last post.  HP Support were unable to reslove the problem and suggested I return the laptop to Currys.  The Knowhow team were able to resolve problem by replacing the mainboard, topcase and USB board.  Clearly not a driver conflict as suggested by HP Support.