Hp Notebook - Cannot No Longer Connect To Network

Hi,

Been a while since I've been in here but you're the first ones I think of when I need help. Bought our son a HP notebook in Aug to use at school. Yesterday he tells me that it isn't working - no wifi connection. I took a look at it today and the "Realtek" drivers no longer exist apparently. Called HP support and they told me they can fix, etc and how much it would cost but my question was how they "just disappeared and stopped working" because it worked fine a day ago. He directed me to the "Event Viewer" and there are like 2,545 events in there and he asked me if we have a firewall on our network and my first answer was "no" (actually not sure what we have with Verizon - hubby is on phone with them now). He said that if we have them fix the computer, they will give us a firewall to use too (of this I am a little concerned b/c we had a previous HP computer and after calling tech support, we kept getting skype calls telling us that our computer was broken and to please go to the computer and they will log in a fix it - all unrequested). One last thing is that my son found out this was not working when he tried to connect to the internet from a friends home.
1. So, how do I find out if our home, laptop and tablet computers are under siege?
2. If so, what do I do about it?
3. Any other way to fix this error on this notebook and protect it

 

Ok - found out that we do have a firewall with Verizon and it's set to Medium...we also seem to have alot of items in the Event Viewer log - don't know what that actually means though.

 

Hi and thanks for your reply. I get about not letting anyone remotely access the computer but some of us dont' have many other options not being able to do it ourselves . My son took this computer to a "shop" where he hangs out and it was from there that he called that the wifi wasn't working. All of our other computers and devices in the home can connect just fine.

Here is the information you requested.
HP Stream Notebook PC 13
Model 13 c110nr

Regarding connecting the HP wired - it only came with a power cord. We have Fios wifi but not sure how to connect it wired.

I appreciate your help and especially the patience with which you all deal with the computer illiterate.

 

You must have a Router. Therefore there will be sockets on the router itself so that you can connect the laptop to the router via an Ethernet cable. All routers come, in the box, with Ethernet cables. I have never known them not to include that. But they can be bought extremely cheaply. Often, connecting the laptop by wire will resolve a WiFi issue.

This Verizon FIOS guide indicates clearly that the service does involve a router.
https://www.verizon.com/ForYourHome/VZRepair/vziha/Servicecad.aspx?ihaweb=FIX_CCON

 

NB: To correctly identify an Ethernet cable and the sockets on the device and router, they are square and spring-loaded and not like a USB slot.
Ethernet cable plug:
Ethernet Socket:

 

It is very common for a wired connection to solve a WiFi issue without having to deal with driver adjustments. The model concerned should have no driver issue.
There are Ethernet to USB adaptors.
http://www.maplin.co.uk/p/usb-to-ethernet-adapter-a31gy
This is the correct data sheet for the model number the OP quoted:
http://www.hp.com/sbso/hpinfo/newsroom/Holiday2015PCs/HPStream13c110nrNotebook.pdf

 

NM...

 

Once I know the complete model, I will look for the drivers for the wireless.[/QUOTE]

- Ok, I will post the remaining numbers today. I started to post about it not having an ethernet port and then only saw that there are actually converters and then your post about not bothering with them. And I believe it runs Windows 10. Thanks.

 

Hi Plodr,
Here is the information from the back of the notebook: There also some additional information on the other side of the label if this isn't the correct information.

HPStream Notebook PC13 [END]
Model ;13-c110nr [END]
ProdID3U33UA#ABA [END]
Serial Number XXXXXXXXXXX

Please let me know if you need anything else.

Regards,

Tammy

 

It came with windows 10.
Go to Device Manager (right click start button > choose device manager) navigate to 'Network Adapters > WiFi > click on 'update device drivers'. You must be connected to the internet to the internet to do that. If it doesn't work wirelessly, as you say, you need an Ethernet adapter and connect it that way. With such a device without an Ethernet socket, then you do need such an adapter.

 

Well I know that one of the error messages I got was about "Realtek" drivers but don't know about the others. Even if we could find the correct drivers how would I be able to install them - thru like a memory stick or portable hard drive?

 

I must apologize up front, because I will not be addressing your issue with the WiFi adapter, but rather would like to share a warning to anyone and everyone not aware of this...

I would almost guarantee this tech person that you spoke to was part of a scam. A fairly large scale scam, at that... which has been going on for a while. A third of the 35 average calls I took per day (if not more) as a tech support rep were very similar to what you described, but most of the time were more obvious. The hard part was getting the person who fell victim to understand that it doesn't matter if they called them for help, and not the other way around, it was still not a legitimate tech support rep. Often I would have to lead them to the explanation by asking "Sir/Ma'am... did you obtain the contact number for them on the internet?" Sometimes this would prompt the smarter caller to realize pages on the internet can be made to look almost identical to a legitimate business.

The biggest clue was when you mentioned how they directed you to the event viewer, revealing thousands of errors. This is one of their "scare tactics" to persuade and convince you that their help and services are needed. Those errors in the Event Viewer are, for the most part, a normal occurrence. Everyone has a massive list of logged events in there. As a matter of fact, unless the user executes a batch file to clear all the logs, those events will remain there, eventually capping out at thousands of entries, which will then always display 28173192863 errors.

Even though you didn't mention anything about a remote session with tech support, be wary of any agents that request to do so. Their main goal is to charge your credit card anywhere from $150 to $500 for providing you a bogus service after showing you "all the problems" with your system, for example, the errors shown in the Event Viewer. I've seen another trick they've played on people where they will open a command prompt (that black window with the C:\ prompt) and type netstat, which shows all connections to your system at that moment. This is what it's supposed to do, and will often show IP addresses or host names from any browser windows you have open, IM programs, email programs, and other internet based apps. However, to the less than savvy user, the scammers try to trick them into thinking these are hackers connected to their computer right at that moment.

The moral of the novel I just typed is... be wary. Some of these scam artists retaliated against the victim should they refuse to purchase their service or pay for the service they've already performed, even though you not only didn't ask for it but was not informed there would be a charge. I've only seen this happen a couple times, but I've had clients call in unable to boot to their desktop due to a BIOS password that had been set up by a vindictive scam support representative that was given remote access to their system.

There are legitimate services provided in a remote session... you can identify these services by obvious differences in the call flow. A thorough call script is read to you explaining everything including the cost involved before you ever decide to agree. Just be careful... don't be all trusting up front from the beginning. Ask a thousand questions if you have to... hell, it just may cause them to hesitate, stammer, or give some type of hint about their legitimacy.

Oh... and as a final note, I would suggest following MaxTurner's instructions and attempt to plug the ethernet cord directly into the laptop, then search for any updated driver software for the WiFi adapter. I failed to see any mention of whether or not you actually have the WiFi icon in the notification area (bottom right corner) of the desktop. Something else I would have to assume is that the school's wifi is open, not secured with a password. Yet even more assumptions are made in regards to any "function" key that might have turned the WiFi off. Look for a symbol of a tower with signal waves, sometimes described as looking like "an angel" along the sides and front of the laptop, OR more likely, the F1-F12 keys If this doesn't work, I would think the manufacturer would be responsible for making the laptop wireless capable again.

Good luck!

 

Thanks for your info. I was somewhat hesitant which is why I went to my tried and tru Major Geeks who never fail to come thru. Now to just try and download the drivers and get them onto the failed computer. I will let you know how it works out.

 

I know this is going to sound so stupid but I don't know how to update them on the notebook once they are on the usb stick - ugh!

 

Ok, so went on Youtube - just click on the file - i'm so stupid...

 

Plodr - you're a genius! It's fixed. If you ever come to Pittsburgh, I'll bake you a cake!

 

Hope you like chocolate
https://www.google.com/imgres?imgur...5PTAhVPwWMKHZxrB3cQMwhHKCQwJA&iact=mrc&uact=8