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Laptop appears connected to wifi but gets no internet
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Highlanders71
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Product: HP ENVY x360 - 15m-ds0011dx
Operating System: Microsoft Windows 11
Hi, our HP Envy 360 laptop stopped getting internet (browsers, email etc) despite indicating it's connected to wifi. First happened a few days ago, then after several restarts it worked. Today it's been off internet for hours despite >10 restarts. Our other devices work fine with home wifi, so we took the laptop to a restaurant, same result: it appears to connect to their wifi, but gets no internet (while our phones got internet fine on their wifi.)
I'm more a Mac user and don't know a lot about pcs. The wifi card appears to be Realtek RTL8822BE 802.11ac PCIe adapter. Someone posted that this is a known problem with that card (except the post said "ae" instead of "ac".) The post mentioned actions I do not know how to do but maybe could learn: bios updates, or how replace that card with an Intel if needed?
Also I have an ethernet cable I occasionally connect from wifi router to the Mac. I hoped to try that, but this laptop does not appear to have that jack. Is there a cable or adapter to connect to internet like that?
(PS I tried to post this on notebook wireless board, sorry if incorrect, it keeps reverting to gaming notebooks.)
Thanks for your help.
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ub6424
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11-11-202207:09 AM
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Hello@Highlanders71
(1) Create Windows system <restore point>
How to Create a System Restore Point on Windows 10 or Windows 11
(2)Download and installBIOSUpdate
HP Notebook System BIOS Update (AMD Processors) | F.25 Rev.A | 14.4 MB | Sep 5, 2022 | Download |
Why should you install the update ?
https://support.hp.com/us-en/document/ish_4123786-2338478-16
Quote: "
Updating the BIOS isrecommendedas standard maintenance of the computer. It can also help resolve the following issues:
- An available BIOS update resolves a specific issue or improves computer performance.
- The current BIOS does not support a hardware component or a Windows upgrade.
- HP Support recommendsinstalling a specific BIOS update.
"
(3)Reboot
(4)Let BIOS be installed untilit's completely done !
(5)Download and install / update
Realtek RTL8xxx Wireless LAN Drivers | 1.0.0.208 Rev.S |
(6)RestartWindows
(7)Testyour notebook
(8)Please report your results
View solution in original post
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ub6424
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11-09-202210:13 AM
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Hello@Highlanders71
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 HPproduct number (p/n)) |
Processor |
BIOS Version/Date |
BaseBoard Product |
BaseBoard Version |
(2) Start Windows <Device Manager>
- Expand <Other devices> ? (Those entries are for hardware for which Windows has not loaded a suitable driver)
- Expand <Network adapters>
--->>> Send screenshot
(3)Please report your results
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Highlanders71
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Thanks @Ub6424:
OS MS Windows 11Home
Version 10.0.22000 Build 22000
Sys model HP Envy x360 Convertible 15m-ds0xxx
SKU 5TV95UA#ABA
Processor AMD Ryzen 5 3500U w Radeon Vega Mobile Gfx 2100mhx 4 cores, 8...
BIOS AMI F.17, 10/28/2019
Baseboard Prod 85DD
Version 40.33
"Other devices" I don't see that in Device Manager?
Will attach screenshot of Network adapters and Device Manager. Thx
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Highlanders71
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ub6424
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11-11-202207:09 AM
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Hello@Highlanders71
(1) Create Windows system <restore point>
How to Create a System Restore Point on Windows 10 or Windows 11
(2)Download and installBIOSUpdate
HP Notebook System BIOS Update (AMD Processors) | F.25 Rev.A | 14.4 MB | Sep 5, 2022 | Download |
Why should you install the update ?
https://support.hp.com/us-en/document/ish_4123786-2338478-16
Quote: "
Updating the BIOS isrecommendedas standard maintenance of the computer. It can also help resolve the following issues:
- An available BIOS update resolves a specific issue or improves computer performance.
- The current BIOS does not support a hardware component or a Windows upgrade.
- HP Support recommendsinstalling a specific BIOS update.
"
(3)Reboot
(4)Let BIOS be installed untilit's completely done !
(5)Download and install / update
Realtek RTL8xxx Wireless LAN Drivers | 1.0.0.208 Rev.S |
(6)RestartWindows
(7)Testyour notebook
(8)Please report your results
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- HP ENVY x360 - 15m-ds0011dx
- Microsoft Windows 11
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Highlanders71
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11-11-202208:54 AM
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@Ub6424 Thank you for your kind help!
We wound up getting support from HP and this looks like what they did. It's now working. I will save these directions for next time. Thank you again.
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ub6424
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11-11-202208:59 AM
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Hello@Highlanders71
@Highlanders71wrote:@Ub6424 Thank you for your kind help!
We wound up getting support from HP and this looks like what they did. It's now working. I will save these directions for next time. Thank you again.
The pleasure is mine !
Create Windows system <restore point> to save the current stable state !
How to Create a System Restore Point on Windows 10 or Windows 11
Kind regards
Was this reply helpful?YesNo
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