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John Meaney
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Jun 14, 2007 10:39:45 GMT
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last night my wireless was working just fine. I shut the system down and went to bed. woke up in the morning and it never did shut down...iexplore.exe had hung it up and was waiting for me to kill it. I did, then rebooted and my wireless no longer works.
It's got the little switch for the wirless on the front of the laptop with the blue (working) and orange (not on) light. no matter which way I flip it it's still orange. I'm wondering if it's a driver issue, but am unsure on which driver to try reloading.
Any ideas on what the problem might be? I'm still well within my 1 yr warranty...do I need to drop it off to be fixed? would this be the driver that I'd need to reinstall for this laptop? http://tinyurl.com/2pp8nv
Any help will be greatly appreciated.
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sukesh .
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Jun 14, 2007 12:11:39 GMT
9 pts
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John Y
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Jun 14, 2007 14:34:34 GMT
9 pts
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The simplest thing to do first would be, right click on the wireless icon by the clock, and choose see available wireless networks (or similar wording)...and if it see's your router, then try to reconnect to it. That might be all it is ?
I wouldn't suggest updating your bios, unless it say's it directly addresses this issue, or you may find it has some undesirable effects,...or worse yet, if something go's wrong during the update, you could have a very expensive paper weight. |
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John Meaney
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Jun 14, 2007 17:02:19 GMT
N/A: Question Author
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yeah...I'm not going to mess with the bios.
I just tried reinstalling the driver...nothing really happened...it said that it loaded adn started the device, but nothing changed and I don't see it in the device manager; it has an NVIDIA NForce networking controller and my 1394 connection, but no broadcom (it wasn't there to begin with...at least since this all happened anyway).
I can't view wireless connections b/c there's nothing to click to see those...not in the control panel either as far as I can tell.
I'm flummoxed. what driver should I install?
thanks for the help so far...any other ideas? |
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Luciano Pocahy
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Jun 14, 2007 18:20:50 GMT
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I have the same problem. But my laptop is a DV6058cl. The HP Wireless Assistant doesn`t work. |
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John Y
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Jun 14, 2007 20:23:27 GMT
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John what OS are you using ? |
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John Meaney
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Jun 14, 2007 21:17:58 GMT
N/A: Question Author
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I'm using XP.
i'm happy to say that i'm posting this from my wireless connection. Not sure what happened but I picked the laptop up a few minutes ago and the light for the wireless was blue again and broadcom was listed in my device manager again.
really odd...it's like the computer just completely forgot about it for a while...doesn't bode well for the future.
Thanks for the help folks! |
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torsten schmidt
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Jun 15, 2007 09:36:03 GMT
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Hi guys,
I also have this problem since a few days. My NB is a Pavilion dv6000, six months old. I had the Blue indicator LED up and running shortly today, but it went back off again. I have NO Broddcom in Network Properties and tried to reinstall the Driver from System resque without any viewable results. Please keep this thread open until someone finds a solution to this odd issue. I will also keep on trying to find one.
Cheers
Thor |
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Charlotte Vinning
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Jun 16, 2007 04:56:35 GMT
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I am also having this problem where the Broadcom and wireless is just lost - it does come back sometimes but I can connect through my router using a wire |
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John V.
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Jun 27, 2007 03:11:13 GMT
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Same problem, pls HP Support we need help. |
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John Peltier
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Jun 28, 2007 21:30:22 GMT
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I had the same problem two nights ago with my dv6000...shut the lid before going to bed and when I woke up, it said that the wireless was "disabled" even though the switch was on the correct side. I restarted it, and when it booted back up, I could not even access the wireless network adapter. It was as if it did not exist. I tried opening the "HP wireless assistant" and nothing happened.
I called support and they had me go through a few things before I got it to work. I shut it off, took the battery out, unplugged the power, and held the power switch for about 30 seconds. Then I turned it back on. No change...
I did a system restore to about a week earlier and that did nothing. Then I reset the BIOS by pressing F10 at the boot-up screen. Still didn't work.
After trying a combination of things for about 45 minutes, the tech had me restart in Safe Mode with Networking. Once that booted up, I went to Add/Remove Programs -> Add/Remove Windows Components -> and unchecked anything with the word "networking" in it. The computer restarted in normal mode, and when it did, I had the blue light and the wireless adapter was working. Yay, we fixed it. Not quite....
That night I shut the lid before going to bed, and when opened it back up had the same exact problem. After going through every step listed above on my own, I finally got it working again after about another hour. Again, that night, I shut the lid and it didn't work after coming out of hibernation. I am now typing on my backup desktop computer. I've been going through all those steps over and over for about two hours now and have not gotten it to work. It won't even work with an ethernet cord physically plugged in to the router (which is obviously working if I'm typing this).
I have one month left on my warranty and am about to call mercy and take it back, unless anyone else has any insight. Thanks. |
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Adam Geffner
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Jul 4, 2007 22:33:15 GMT
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Hi,
I had the same problem happen with my DV6045 Laptop. Blue light went away, switching the... well, switch on the front doesn't seem to turn on/off the Wireless adapter. It is not registereing anywhere on my machine, nor in device manager. Attempts to open HP Wireless Assistant dont' work (Even though System task tray reports it's open). I have not tried anything drastic like updatring Bios, etc. But I re-built the laptop a fresh start using Vista only several months ago, so I'd be suprised if it were an issue of an outdated ssytem or BIOS driver. This appears to be a big issue, and from the looks of this thread, lots of people get affected. My thoughts off hand, is the wireless assistant or something that regulates turning on/off the wireless network adapter is corrupt.
Anxiously waiting to see if someoen can shed some light on the cause and solution for this.
Adam |
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Magne Nordtveit
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Jul 5, 2007 16:52:05 GMT
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I have the excact same problem myself, but HP support only says to update the bios and drivers... Very annoying imo, but i have yet to find a solution to it...
Flashing BIOS and updating drivers now, lets hope that works... |
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Jim J Jackson
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Jul 6, 2007 09:39:26 GMT
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I have the same issue. I'm on my second time around. In January I went through the whole ordeal of re-seating, rebuilding, replacing the card, and then finally sending it for a new main board. This time is the same routine except I'm talking to a case manager in-order to bypass the card replacement and going right to board replacement. Does anyone know of away to report defects because this is clearly one of them? |
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Martin Tudor
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Jul 8, 2007 01:16:42 GMT
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I have the same problem. using vista business and pavillion dv6000. Most annoying. |
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Martin Tudor
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Jul 8, 2007 15:40:21 GMT
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torsten schmidt
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Jul 9, 2007 04:17:49 GMT
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Hi,
strangely, all of a sudden my Broadcom Card worked the last two bootups again. I downloaded the new BIOS Update (F.38)which btw is found under Vista. The BIOS is also valid for XP though. The next time I experience problems with the Broadcom Card I will update the BIOS and report the outcome here so you all can share my experience.
Cheers
Thor |
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Frits Verbruggen
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Jul 9, 2007 12:26:16 GMT
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Have the same problem, did the same as everybody else above, 2 BIOS updates (the F38 as well), updated my drivers, even had a look if my wireless card wasnt disconnected....
Seems this is a bug problem and hp doesnt come up with a solution...I cant send my laptop for repair as I dont have a spair one and need to work on my laptop everyday...
Really hope somebody can come up with a solution!! |
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Martin Tudor
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Jul 9, 2007 14:29:17 GMT
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turns out that when I booted up again this morning the wireless wasn't working. So, it isn't a bios issue. |
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Jason Flemng
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Jul 16, 2007 15:59:41 GMT
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Same problem on my dv 6000. worked with hp support and went through everything. final suggestion was to reload Vista. I decided to wait a little bit longer before trying something so drastic to see if there is a fix. |
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Jason Flemng
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Jul 16, 2007 16:04:36 GMT
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I noticed that nobody has replied since the 9th. Is there a fix out there? help..... |
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Martin Tudor
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Jul 16, 2007 16:07:13 GMT
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I have a dv6000z also. I spoke with them on Friday because the problem keeps recurring. They have sent me a replacement WLan card. When I get it and put it in I'll let you all know if that fixes it.
Doesn't reinstalling Vista cause you to lose all your data (unlike XP)? |
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torsten schmidt
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Jul 16, 2007 16:40:20 GMT
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I updated the BIOS but the problem persists. You are lucky that HP sent you a new WLAN Card. HP Tells me I have to send it in for service and it'll tke at least two weeks. I can't do this since I have to earn my bread with it. Consulting! So I just hope HP will deliver a fix or maybe send me a new BroadcomCard too. Keep it up
Cheers
Thor |
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Adam Geffner
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Jul 16, 2007 16:51:48 GMT
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Hey Everyone having this problem, here's an update.
I also updated bios, checked for latest drivers, etc. etc.
Several things to make note of.
1. I was temporarily able to get the Wireless adaptor working again by employig the following tactics.
- Reboot PC, end go into CMOS settings. De-enable the WLAN network adaptor apon bootup, save, exit and boot PC.
- Reboot PC again, go into CMOS settings again, then re-enable the WLAN network adaptor.
This is a very limited fix. While the WLAN adaptor came back online, rebooting the pc again, the problem re-occurs. Also, this tactic worked 2-3 times, then stopped working as a temp fix.
I have spoken to HP Support as well. Originally their response was that it is a Vista issue, and since they dont support Vista for this laptopl (since original image was XP Home) they would not support me.
I convinced the tech he was wrong, and escalated to his supervisor. She offered to send out a replacement WLAN card as some of you are getting as well.
Unforutnately, we don't know what is causing the problem. Could be the WLAN card, could be buggdy drivers from Broadcom, could be a conflict between the WLAN card and the motherboard..... Don't know.
BTW, Broadcom has NO TECHNICAL SUPPORT so don't bother calling them. I don't mean their support is bad, I mean it is non-existant. They only defer custoemrs to their website, or to call the company who has their product enabled.
So where am I at not? I had it escalated to a case manager - actually got an HP person from the U.S. She was sympathetic, and agreed with my analysis thus far (which I didn't include here). HP is having me ship back my PC. They will run a full series of diagnostics until they can figure out what the problem is and replace the components if necessary.
There is one MAJOR draw back to this though. If they can't identify the issue as a hardware issue of the bat, they will most likely restore the PC back to original image defaults (XP Home) from scratch. This means I may get a pc working back, but won't know if the porblem was a broadcom Vista driver conflict, a conflict with vista in general, a conflict between the WLAN chipset and the motherboard, etc.
Next Steps. If they restore my image, and I then restore back to Vista, and several motnhs down the road this happens again, I will replace the WLAN with a newer WLAN chipset from broadcom or other company (possibly Intel since they seem to hold up pretty well).
This upgrade will NOT void the hardware warranty on the PC either. If I ever need to send this back to HP, I just need to remove the upgraded hardware (new WLAN chipset), before sending to them.
Hope this helps some of you out there that are having this problem.
To the person who got the new WLAN card from HP, PLEASE let us know if that resolves the issues.
Adam |
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Martin Tudor
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Jul 16, 2007 17:31:02 GMT
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Here's something I found on the web while researching reinstalling windows vista. It's an easy fix and seems to be working right now.
go to:
start>all programs>accessories
right click command prompt and then left click on run as administator
in the window that opens enter at the command prompt: sfc /scannow
this will scan all your windows operating system files and will replace any corrupt files and registry entries
Seems to be working now but, who knows...
stay tuned
copy this link into your browser:
http://support.microsoft.com/kb/929833 |
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torsten schmidt
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Jul 17, 2007 06:30:41 GMT
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Hi,
the idea with the original files is good but I'm affraid it wont help much in my case. If the Files are corrupted the WLAN would never work, or would it? My WLAN works sometimes but mostly it doesn't. I think there is a problem with the card or at loading the driver.
Please HP respond to this thread with a fix or at least send us each a new Laptop to make up for the sweat ;-)
Cheers
Thor |
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Jim J Jackson
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Jul 17, 2007 09:30:53 GMT
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I have had a horrible experience with my case manager. I have been waiting for a week now for him to call me back because he needs to research this case. I have called repeatedly and left numerous messages without response. My next attempt will be to call back support and ask to send a new card. I have been through this before so I know the card won't work so I'll end up calling back to have them set the system up for bench work. My warranty shows that it will expire next month, so if this happens again I'm out of luck. This has become some what of a deal breaker for me. I get the feeling that HP doesn't read threads. |
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Jason Flemng
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Jul 17, 2007 23:35:31 GMT
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I got mine working again...for about 12 hours by updating bios...reinstalling wireless assistant, rebooting, etc. Doesnt' work again. I'm scanning Vista now...we'll see. And BTW...it is my understanding that reloading Vista will cause you to lose all data. I have mine backed up, but don't feel like dealing with that if I don't have to. |
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John Peltier
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Jul 17, 2007 23:42:51 GMT
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Still waiting...Best Buy sent my laptop in to HP on July 2nd (was supposed to take no more than 12 days) and HP still has it...I'll let you know what happened as soon as I get it back. |
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John Meaney
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Jul 19, 2007 11:42:56 GMT
N/A: Question Author
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well I'm still having the problem as well (I'm the original poster here). Haven't had much luck with any of the fixes I've tried and haven't had the time or patience to call HP.
Mine works after about 2 hours of running so I usually just leave it on all the time.
I'm going to call HP this weekend and see if I can send it in and get it fixed. It would be nice to have someone from HP actually make a statement about it in this thread...it's quite obviously a big problem affecting a lot of people and a lot of different HP laptops. |
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John Meaney
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Jul 19, 2007 11:48:25 GMT
N/A: Question Author
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btw the little bunny probably shouldn't be on this one as my problem (or anyone elses) was ever solved. it comes and goes, but that's no solution. |
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Charles Hart Enzer, M.D.
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Jul 19, 2007 16:22:25 GMT
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My WLAN stopped working.
Device Manager said it was something like [Cisco. . . ...vpn. . ...]
Sorry don't recall the full name.
I do have a VPN which I manually use about every other month -- but no VPN Network Card.
Just whatever came with my dv6105us.
So I uninstalled this device and rebooted.
No WLAN device was installed.
What is the name of the orIginal WLAN device?
What is the driver.
How can I install it?
Should I download and install any of these WLAN Assistant drivers:
sp34510.exe Version 3.00 D
sp32768.exe Version 2.00 D
Charles |
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Kyle Heartt
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Jul 20, 2007 03:06:41 GMT
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Hey folks, I just wish someone would post a definitive solution to this issue. I've got the same problem on my Presario V6030US - orange disabled light on, device dissapeared from the device manager, computer has no recollection of it existing. Tech Support is not useful on this issue, and they've given me the runaround every time I try to talk/chat with them. Would love to hear if anyone has actually gotten their laptop working again, or what happened with the one that came back from warranty repair.
Inserting a new mini-card didn't work for me (I got a replacement in the mail today - I've been without wireless for two+ weeks now and can't ship my unit in) so it's obviously a software issue - could there be a seperate driver or controller for the switch itself?
Please post if you get any further in actually fixing/solving the problem! Thanks |
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Neville Ragnaught
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Jul 21, 2007 01:55:00 GMT
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I have gone through the same with my Presario v6310us as the majority on this thread.
But GOOD NEWS!!! I have installed my new Broadcom WLAN adapter shipped to my door within 22 hours after speaking with two HP techs over the phoneâ¦it literally took me 10 minutes to replace the mini card, reboot the laptop, install the waiting update drivers and what do you knowâ¦Blue light!
I performed multiple system restorations to the last known good date or time, whenever the blue light disappeared and failed to returnâ¦Finally broadcom network adapter disappeared from device manager. I re-seated mini card in its PCI slot, but no change!
Note: Make sure you backup data before you make any changes on Vista OS.
Unlike XP... data gets erased on system recovery on Vista. If you have a home or small office network make sure you access the router information from your desktop pc so that you may gather the network security info to configure the wireless deviceâ¦especially if a system recovery has been performed.
I went on 2 chat sessions with hp techs that did what they could by providing me with the links to the driver updates for: HP Wireless Assistant, Broadcom Wireless LAN and BIOS F.38
http://h10025.www1.hp.com/ewfrf/wc/softwareList?os=2093&lc=en&cc=us&dlc=en&product=3253933
I had performed the Maximum: downloaded and installed driversâ¦reinstalled.
System BIOS is updated from F.27 â F.38.
Scan disk with no errors.
I performed Full system recovery to the original state. But still no wireless adapter found on device manger.
*This pretty much indicated a PMCIA function failure or Mini PCI card.* |
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John Lordo
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Jul 21, 2007 06:00:58 GMT
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Hi All. I have the same problem with my HP dv6000. About 2 weeks ago, my wireless adapter vanished after working flawlessly on 2 different wireless networks for almost a year. My son also bought a dv6000 the same time I bought mine. His also worked without a hitch until about 2 weeks ago, when both of our wireless adapters vanished on the same day. (Both run XP Pro.) Hereâs what Iâve done to try to correct the problem on both laptops, but all for nothing, (What a waste of time!) The problem still exists: I reset my Link-Sys WRT54GX4WRT router to factory default, and restored it with a known good backup file Iâd saved on my HD last year. I reseated the wireless mini-card. I enabled and started the Network Connection Service (which had always been disabled), made no difference. Finally, I backed up all personal data, and reformatted the HDs on both laptops using the recovery CDâs I made when I originally set up the laptops. After reformatting, I was able to connect wireless, after 10-15 flawless cold reboots, (Between reboots, I removed all power sources from the laptops) When I restored the power and rebooted, it still worked fine. I seemed to have fixed it! When I tried to connect to my second wireless network, the driver was gone again. The next day, my sonâs laptop also lost its driver again. Iâve found a temp fix that works most of the time, (but not every time). I reboot in Safe Mode, and log on as Administrator. Then I go to Start-All Programs-System Recovery-Application & Driver Recovery then reinstall the Broadcom wireless driver, and perform a warm reboot. Both laptops find new wireless hardware, installs it, locates and automatically connects to my wireless network. I donât have to re-enter the WPA key, somehow, itâs retained from previous connections. Then Iâll have a solid wireless connection until the next time I reboot, when the wireless adapter disappears again. I repeat the same process and it âusuallyâ works. When this Safe Mode method fails, I repeat it, only the second time, (after reinstalling the Broadcom drivers); I reinstall the nVidia Chipset Driver and Networking Controller. Reboot (warm), and once again, it finds and installs the "new" hardware and works until the next reboot. Iâve been to the HP web site and updated the wireless drivers for XP, didnât help.
Iâm fairly convinced I donât have defective hardware on both laptops that occurred on the same day. I suspect mal-ware or a software error which wipes out the wireless driver upon shutdown from regular user log-ins. My (novice) rationalization is that in Safe Mode, all drivers and services are not activated, therefore, the command to wipe out the wireless driver upon shut down seems to be inactive, so when the laptops reboot normally, they find the reinstalled wireless driver and connect. The wireless driver disappears when logging out of regular user accounts where all drivers and services are active.
Honestly, I have no clue! Iâm not in the programming profession, but Iâve learned where to âkick my laptopâ when it needs one⦠But now Iâm stumped. I think a SW patch from Microsoft or HP is in order. If not, at least an explanationâ¦
John |
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Luiyo
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Jul 22, 2007 01:14:48 GMT
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This is my 5th presario 4 laptops and one desktop and with only 6 months old the same problem that you have guys. The service here is not good the only answer is that this problem requires the computer to be send to make some changes. So We must send our computers to the company, and be asked about one month. |
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headworthy
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Jul 25, 2007 14:29:28 GMT
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This is very sad that it seems loads of us have had the same problem.
The laptop went into standbye i attempted to start up and the system hung, so i held down the power button it went off and i started up from new.
Now the hp wireless assisstant doesn't work and the hardware doesn't even show up in device manager, and the same as everyone else the status light stays orange whichever position the switch is in.
Using the HP pavillion dv6000 |
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Martin Tudor
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Jul 25, 2007 14:43:39 GMT
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Well, I finally got the new wireless card from HP yesterday. Seems to have solved the problem. Let's see how long it lasts. I'll check back in in a couple of days. Stay tuned... |
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Jim J Jackson
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Jul 25, 2007 14:49:16 GMT
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I'm betting that you'll be checking in before then.
I finally got the box to have the notebook sent in for benchwork. My case manager said that he was going put some kind of a special watch on the repair work. Does anyone know how to report a defect? |
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Toby Brown
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Jul 26, 2007 18:04:27 GMT
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has anyone tried installing linux to see if it would see if it can see the card? |
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Adam Geffner
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Jul 26, 2007 20:41:50 GMT
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I just shipped my pc off to HP today. (For those of you who haven't read through this entire thread, I've listed my acitvities of what's been going on with my scenario).
I should get the pc back within a week I figure.
I'll keep you guys updated on what gets replaced and the prognosis when I get it back.
Adam |
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Benjamin Miles
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Jul 27, 2007 18:27:00 GMT
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Just adding my name to the list: My Compaq Presario V6000 with Windows XP (less than 7 months old) was working fine since I got it. Last saturday morning, I powered it down and went to work, came back and powered it on, and noticed the blue wireless light was orange even though the switch was "on".
Tried everything I and my computer service/repair friend could think of (including every possible solution I've read in this thread), but to no avail. Still no wireless.
Hoping to hear of a definitive solution soon... |
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Adam Geffner
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Jul 28, 2007 07:14:04 GMT
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Adam Geffner
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Jul 28, 2007 08:54:40 GMT
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EVERYONE - VERY IMPORTANT - PROBLEM IDENTIFIED!!!!!
Yes, you read correctly, I have gotten to the bottom of this and a solution is in the works!!!!
My personal pc is at HP right now and will be shipped back to me soon.
I found 23 unique posters on this forum, and 45 on another all having this problem. I decided to investigate how to officially report this as a bug or defect among this series of pc's with HP.
I came across a supervisor on HP's online chat who was actually very helpful. She stated that there group has dealt with many of these issues as well.
While they don't know precisely what's causing it, there seems to be a problem with the particular wireless card (broadcom) and the HP pc (motherboard I figure).
As a fix, they are replacing the wireless card with a newer card (I don't know if it will be Broadcom or other manufacturer).
Per my involvement with this supervisor and the quality department, I have requested that HP officially acknowledges this, and puts it into writing for everyone on this forum and future people who have this problem can reference and make their life easier to understand the problem, and the HP support person they speak to, to fix it.
I have been told it should only be a matter of days for them to put some kind of documentation or notification about this "bug" on HPs site, and they will e-mail me it when it's available. I will post it's location on here as well.
The other really nice thing, is that if you currently have this problem, you can just reference the notification (once it's up), and HP can just replace the wireless card with the newer one, rather than re-imagining your machine back to default while trying to diagnose and fix the problem or replacing your defective wireless card with the same part (which is part of the problem and would lead to a reoccurrence).
This is also especially useful for all the Vista folks out there (like me), that don't want to deal with HP re-imaging back to XP or have HP say "maybe it's a driver issue" .
Ok, anyway I hope this post helps to finally put this issue to rest for everyone.
Feel free to contact me for updates. |
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Nicholas Trausch
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Jul 28, 2007 14:48:02 GMT
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m4xn00b
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Jul 29, 2007 22:30:25 GMT
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Ok, so yea, I just talked online to a rep, I guess were going to have to send in our notebooks. Apparently there might be a recall, the rep didn't really say whether or not there was a recall when I asked about it.
This is SUCH an inconvenience! BTW, You're harddrive will be wiped clean also, and your notebook will be reset to its factory settings, if you do send it in for repairs.
I am not satisfied. |
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CRISTIAN CARVAJAL
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Jul 29, 2007 23:00:25 GMT
Unassigned
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add someone else...me...i have a dv6058cl with xp. i migrate to vista business and in 3 month i hadn´t had any kind of issues. but today my laptop dont recognize the wireless card. ive tried everything. The last thing i try was install the driver for win xp, and it works...just fail one time....in this moment i program a scandisk to see if anything happens...
PD: To make work the wireless card always, make sure before turn on the laptop, switch off the wireless, and wait until start windows (wait the bubble with the wireless notification)
thanks |
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m4xn00b
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Jul 29, 2007 23:04:17 GMT
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Yea, my card out at the end of June, it was great going to class without an internet connection! |
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D. Jordan
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Jul 30, 2007 00:01:13 GMT
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I too have the same problem as you & the others.My notebook is a presario v6110us with a Broadcom card. I have since purchased a usb adapter for mine. I called tech support and they had me go thru the update drivers,bios.system restore ect. None of them worked. I have never gotten it to work since.The usb adapter works fine but that's not what I want.Until they come up with a solution that doesn't involve wiping my drive I'll wait or maybe they need a lawyer to talk to them. There seems to be alot of people having this issue and these are only from those we can see that have posted in the Hp forums. I hope the solution is soon my manufacture's warranty expires in October. Good thing I got an extended one from the place of purchase. |
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Charles Hart Enzer, M.D.
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Jul 30, 2007 00:23:32 GMT
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murdochandi
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Jul 30, 2007 01:39:03 GMT
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charles, did you just post a link to "this" thread?
add my dv6000 to the list.....i have been reading this forum for a week now.....i'd be a safe bet that there are 100 more people with this problem for every 1 that posts
something needs to be done.....losing everything on my laptop because there is a hardware issue is unacceptable.....if i send this in, it will be without a hard drive |
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Jared Hess
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Jul 30, 2007 10:45:57 GMT
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Well, I'm been having this same issue on my HP DV6000 for probably a month or so now. I bought it in early September 2006 and it worked great until June 2007.
I've been able to occasionally get it detect the WLAN if I keep restarting the machine. Once it detects it, it works fine...until I restart, hibernate, or put it into standby. Then I run the risk of it not being detected again. And I have to go through the whole restart routine.
So, I've been one of these users that has been reading the forums but has not posted. Course I'm having a bigger problem of my monitor suddenly not working even though Windows boots fine... so can't back up data prior to sending in for repairs!! |
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John Meaney
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Jul 30, 2007 11:33:28 GMT
N/A: Question Author
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Great news Adam...please keep us informed as I really want to get this whole thing fixed as soon as possible with the least amount of hassle.
I've long since accepted the fact that I'm going to be without my laptop for a while and just want to get the ball rolling on getting it fixed. |
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m4xn00b
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Jul 30, 2007 14:03:52 GMT
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**ATTENTION, I HAVE FOUND A FIX**
I think this may have been posted somewhere before, I believe that the reason the wireless card is not working is because of some sort of fault with the driver.
Ok, when you first start up your computer, have the switch off, and window finally boots up, slide it to the on position. It will take a little for the drivers to load, but then you will have wireless.
Yes, I have thoroughly tested all the variables.
I believe leaving the switch in the on position somehow while booting up your laptop screws up the loading of the driver.
So try it for yourselves, and tell me if it works, remember, it does take a while for the drivers to load so be VERY patient, it could take as long as a minute after Windows has fully booted before you are able to get wireless access.
1. Slide wireless to OFF position.
2. Turn of laptop, turn on laptop (don't just restart, do a cold boot).
3. Let windows boot up fully.
4. Slide switch to ON position and wait.
5. Could be up to a minute before you have wireless access.
I hope it works, I've tried many times and this method has not failed me yet. |
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Adam Geffner
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Jul 30, 2007 15:30:27 GMT
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Hold on MXN, It may be a fix for you, but I have tried that numerous times and in numerours ways, and it didn't work for me.
As I have posted earlier on this thread, it is an actual hardware problem, looks to be casued by an incompatability or other type of hardware conflict with the Wireless Card and HP DV6000s.
I have been in contact with HP about this, and waiting to hear how they are responding to this on a larger scale, and will be posting whatever I gather back to this forum.
BTW folks, I got notice today that my PC is being shipped back to me.
I do NOT know if the case manager got the updates and replaced my wireless card with a newer card, or the same model (which can lead to this problem again).
I'll keep you all updated.
Adam |
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Jared Hess
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Jul 30, 2007 17:04:14 GMT
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m4xn00b, thanks for wanting to help, but I've tried that numerous times (along with other things to try and resolve this), but nothing seems to work permanently in my case. Something is definitely wrong with either the wireless card or the motherboard or some connection somewhere... Moving the switch in the procedure you've described doesn't do a thing for me. Glad it works for you.
My only solution is to let HP repair it. |
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CHARLES HUGHES
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Jul 30, 2007 17:32:41 GMT
Unassigned
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I recently installed a wireless network on my hp zt1135 laptop, using wireless-N. I am having this problem too. Have uninstalled and reinstalled several times. Everything works fine for a few days and then I can't connect to the router and and the network can not be found. So I am hopping for a resolution too.
Charles Hughes |
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Adam Geffner
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Jul 31, 2007 14:09:33 GMT
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Hey everyone,
Well, The good news is that I got my laptop back today, and the wireless is working again.
The bad news, is that I still don't have an answer from HP on really any of this.
Here's the facts:
Motherboard was replaced.
Wireless card still shows as a âBroadcom 802.11b/g WLANâ.
I attempted to reach my case manager at HP via 10 calls over the past 48 hours. Every time without fail "All Case Managers are busy with other customers, please leave a message".
Based on my conversation with the supervisor this past Saturdya, who indicated that the QA dept is aware of the issue, and that they believe the problem to be focused on the WLAN card (bug or incompatability w/ motherboard). So, why wasn't it replaced with a different card?
I managed to get another case manager on the phone who said I really have to speak with my case manager assigned (left another vmail).
He did say that he hasn't seen anything from the service center indicating a recall (which I think may have just been wishful thinking from the poster on here who stated it, but who knows, maybe it's just not difinitive yet).
So... with a replaced motherboard now, I don't know if this problem is fixed, or can pop up again in 3, 6 months, whenever.
Really wishing I didn't buy this laptop.
Oh well, if I hear back from the case manager, and find out anything more useful, I will report back.
Cheers,
Adam |
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m4xn00b
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Aug 2, 2007 17:27:25 GMT
Unassigned
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Yea, my method only worked for a couple of days. It's now back to what it was before. It works, but it doesn't work consistently, it is extremely bothersome. I hope HP issues a recall.
I'm not going to send in my laptop for them to reset it just to figure a problem. I know that they know that this is a pretty big problem, and they must issue some kind of program to get it fixed.
They have sold us a defective product and now they must fix it. I'm pretty sure that it is safe to say that all dv6000s are affected by this problem. |
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Martin Tudor
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Aug 2, 2007 17:49:26 GMT
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Well,here's my sad story continued...
They sent me a new wireless card, worked for a couple of days then, lo and behold (I know, suprise to us all!) it stopped working again. Got on the phone with tech support and they decided that I need a new motherboard. Sending it back today. Stay tuned. |
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Mark Cornillie
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Aug 2, 2007 18:34:28 GMT
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It gets worse. I have had this same problem for some time. By fidgeting with it--many of the same things I have seen posted in this thread--I have gotten the wireless connection to work periodically, and have been watching the software updates on this site for a fix. Then I started having an additional problem the other day. The computer would boot (could hear the sounds of Windows opening) but no display. Plugged into an external monitor (to make sure it was not the LCD), but still nothing. Eventually got it to work by letting it self run down the battery. After it shut itself down, I could start it and get the display. Now, it won't boot at all. When I try to start it I get a beep code of 1-2 and then nothing. I have a feeling these are related. I have owned PCs since 1985 and this is the first time I have had a problem, other than hard drives failing. Not sure what to do. I can't wait long for HP to provide a solution. |
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Jared Hess
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Aug 2, 2007 21:20:48 GMT
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Mark, I ended up with the same problem... I too was downloading HP's updates to drivers and software and so forth (when my wireless was actually working) hoping that they would have some software fix for this. Anyway, my display suddenly died on me when I tried to restart the computer. I thought it was just frozen so held down the power switch and hard booted. No go. I got three loud beeps and just saw a blank screen. Yet Windows booted up fine (I could hear the startup music). Someone said the three beeps means the Graphics card cannot be detected...
Anyway, it was a major pain to share directories without my screen working so I could get to my critical files and copy them elsewhere via a network connection before sending in my laptop to get fixed (had to copy down all the keyboard commands from a working PC and then do them very carefully...what a mess!). Anyway, I just sent mine in today and referenced this thread in a letter that I included with my laptop. I really hope they don't wipe my hard drive though... Adam, did they wipe your hard drive? |
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Adam Geffner
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Aug 2, 2007 22:11:07 GMT
Unassigned
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Jared,
They did NOT wipe my hard drive. This is the 3rd repair I've had done by HP, and each time was identified as a hardware issue, so they didn't touch the image.
Although, I'd always be prepared, cause the one time you doon't back up your stuff, BAM, they'll wipe it.
I still have not heard back from HP btw. I will be calling them tomorrow, and seeing if I can escalate this beyond my "case manager". I Guess case manager's must be REALLY IMPORTANT people, since they obviously have the luxury to decide if they feel like calling people back or not.
I am now going to try and press this issue as high as I can take it. This is absolutely sad how many people are being affected by this laptop. They really should consider a recall or something.
Oh well, still no useful news back otherwise, other than, hey.. my wireless is still working.
Adam |
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Martin Tudor
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Aug 2, 2007 22:28:22 GMT
Unassigned
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Adam,
Did they replace your motherboard to get things working again? I just sent my laptop off for a motherboard replacement.
M. |
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Joel Guggenmos
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Aug 3, 2007 13:37:00 GMT
Unassigned
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I have the same issue that has just started happening....9 month old dv6000
Hope hp steps up and resolves the issue there are lots of us out here...
I've tried reloading drivers, reloading HP wireless Assistant, but no broadcom diver shows up as a module, the dreaded amber light is still on.
I'm going to cull thru this forum and see if anything works on mine. |
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Adam Geffner
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Aug 3, 2007 16:26:15 GMT
Unassigned
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Hey everyone...
For those sending your latop off to be serviced.
1. They will likely replace your motherboard.
2. They have NOT wiped my data clean, although I strongly urge you to back everyhing up to be safe.
So, now for the bad news...
As you all know, I have been determined to escalate this thing. It's not going well.
I have left 4 voicemails for my case manager. She's not responding. I tried to escalate this above her. According to HP tech support there is NO WAY to escalate above the case manager!
I also tried to do the same via online tech support, they just said that they woudl guarantee a case manager will contact me back within 48 hours.
Yeah... we'll see.
In the meantime, this forum will grow, more and more folks will have Wireless issues, and I for one am not happy at the way HP deals with these types of matters.
Adam |
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Martin Tudor
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Aug 3, 2007 16:54:12 GMT
Unassigned
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Adam,
And now the big question:
Did the motherboard replacement solve the problem?
Marty |
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Adam Geffner
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Aug 3, 2007 19:22:45 GMT
Unassigned
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It has solved it for now.
I say "for now" because
1 - If the problem is truly with the wireless card and not the motherboard, then this could be only a temp fix, and resurface again.
2 - I'm to much of a scaredy cat at this point to try and intentionally "fail my wireless card" by means of putting it to sleep / hibernation mode, etc.
Adam |
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Joyce Buchanan
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Aug 4, 2007 00:27:52 GMT
Unassigned
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My pavilion dv6227cl has been at HP for almost a month. I lost the wireless assistant just as many of you lost yours. I have followed this thread (and others) for some time now. I have come to the conclusion that HP may not be able, or willing, to fix the problem to my satisfaction. Communication with the company is very difficult. For the next few days, I will hope for an HP response to Mr. Geffner's request for an explanation of the problem and what steps are being taken to solve the issue. |
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ddoyle56
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Aug 4, 2007 09:47:47 GMT
Unassigned
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Add me to the list of people experiencing problems with the wireless device on my Presario V6000. It stopped working last week. The wireless light stays orange, even though the button is to the right. When I go into System and look at network adapters, there is no Broadcom device listed.
I've had 4 email chats with HP techs, and they basically had me do what they seem to have told everyone else:
1) update the wireless driver
2) update the HP Quicklaunch buttons
3) flash the BIOS
Eachtime, the tech told me they were 'very confident' that their solution would fix the problem, but each time it didn't make any difference.
I bought this thing in January. When it works, it's great. But this is the 2nd major problem I've had with it. It's already been in for warranty service once because the display stopped working. Now HP wants me to ship it back to them, but I'm not sure it's worth it. I'm thinking I'll just go to Staples, buy a new card, and install it myself.
But before I do that, does anyone have any advice? On my last chat with HP, they terminated the session when they said they hadn't heard of this problem before, and I said that they should check this forum. Great service, huh???
Thanks in advance... |
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Briain Corroon
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Aug 4, 2007 10:45:13 GMT
Unassigned
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I also have this issue. The wireless device does not show up in the Device Mananger and the wirless power button is always orange. I have already installed all the drivers and performed driver recovery, program recovery, system recovery and destructive recovery. None of which has helped at all.
My warranty is up on the 21st of August and I do not want to send in my notebook and then receive a faulty model back and be charged 400 Euro or so. So my question is, if I buy a usb wireless adapter, will this work okay? Its not an ideal solution but I can't really afford to spend a lot of money to fix this one problem. Thank you for any help or advice. |
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Charles Hart Enzer, M.D.
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Aug 4, 2007 11:00:30 GMT
Unassigned
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My Wireless USB Belkin Card works fine.
The built-in card is not seen by Devise Manager.
My saga with Chat is the same as everyone else:
Hours with no useful help. |
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Briain Corroon
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Aug 4, 2007 11:26:12 GMT
Unassigned
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Thanks for the response.
I contacted a tech via email and he suggested straight away that it was a hardware problem caused by and that I should send it into a service centre to be fixed. This is what he said:
"This issue could be due to some hardware malfunctioning with the
preinstalled wireless card on the Notebook. Therefore, I request you
send the Notebook back to HP for onsite diagnosis (Mail in service). The
HP trained technicians at their repair facilities have an expertise to
sort such issues. They will diagnose the issue and replace the
malfunctioning part, set the computer to its factory settings and send
back the Notebook to you."
When I rang the technical support helpline, they said to go through the options on the website, which I did. I will now contact them again and try to arrange for it to be repaired if this is possible. |
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Scomar75
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Aug 4, 2007 14:27:22 GMT
Unassigned
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Here is my question, if I simply install a netcard and disable the Broadcom will this issue disappear? It seems the time and effort I have already put into this is not worth it. Thanks! |
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Jared Hess
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Aug 4, 2007 14:53:40 GMT
Unassigned
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What I don't understand is that for most of us the wireless worked fine for eight or nine or ten or so months and then all of a sudden it stops working! I don't pretend to understand hardware issues, but it's strange that most of them seem to be failing at roughly the same time period. Do you suppose it's just the wear and tear of the internal hardware causing this? |
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halldogau
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Aug 4, 2007 17:26:13 GMT
Unassigned
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Same thing here.... Stopped working 2nd week of July... Tried all the steps posted here and even tried a complete reformat; all to no avail.... Went online with tech support... who told me that they needed to have it sent in because the wireless card was "hard wired" to the motherboard. I knew they were lying to me as I had the card in my hand at the time. So I phoned in and they told me the usual line that it was a motherboard issue... said it should only take a week to replace. I had a box sent to me.... but then I saw that some took as long as a month to get back. I use the computer everyday for work and I cannot be without it for that long.... I ended up buying a D-Link Wireless N X-treme ExpressCard. Works wonderfully with my N router; SUPERFAST! It also has better reception of networks as I can now have 7 networks in range when I used to have only 4. If any of you are interested here is the link to the card I bought from Newegg.
http://www.newegg.com/Product/Product.aspx?Item=N82E16839127004&Tpk=expresscard |
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D. Jordan
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Aug 4, 2007 18:46:33 GMT
Unassigned
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I purchased a usb adapter for mine works fine. I have a Linksys Speed booster router bought the matching usb adapter. No need to uninstall Broadcom since it's not seen by the device manager. Configured the card thru windows. |
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Mohammed Mukram
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Aug 4, 2007 20:19:43 GMT
Unassigned
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Hi Guys,
Let me explain you what the exact issue is.
In DV6000 series Laptops there is an issue that wireless card will not get detected by the OS and it will not be listed in Device Manager too.
HP has a solution for this,
however it will work on for AMD processors. I have seen so many members trying this and they were happy that this worked.
Just give a try.
Install the latest BIOS update from the below web link.
ftp://ftp.hp.com/pub/softlib/software8/COL19653/ob-51866-1/sp36264.exe
Plz reply if it works for any so that I can update it in other forunms.
Thanks
Shiraz |
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m4xn00b
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Aug 5, 2007 01:29:44 GMT
Unassigned
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Ok great, I'll try it out to see if it works.
Oh BTW, I went to my local FutureShop today, and they had a dv6000 on display, and guess what, the wireless wasn't working, lol. So yea, it is safe to say that this affects ALL dv6000s. |
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D. Jordan
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Aug 5, 2007 04:08:13 GMT
Unassigned
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The bios update did not work on my AMD dv6110us notebook. I have tried all the "solutions" for this issue. None have worked not even briefly .Only using the usb adapter has worked that involved spending money I would rather have not spent. |
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Adam Geffner
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Aug 5, 2007 10:15:58 GMT
Unassigned
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Mohammed,
While I appreciate your response, you (and others postings) may want to take a quick peak through this forum (using Edit/Find), to see if your proposed solutions have aleady been mentioned.
As it happens, the suggestion to update your bios to F.38 has been tried by I think nearly everyone on this forum. It is one of the first suggestions that HP has, or, is automatically attempted by some users on their own.
It has, in some case temporarily fixed this issued (although it it likely less to do with the biod update, then just a bios flash and reboot of the system in general that applies the bandaid).
Regardless, the bios update is not a fix for this issue. The issue appears to be a hardware naure. If it weren't, than HP would not be swappign otu motherboards and wireless cards to fix this.
My intention is not to criticise your post, but is jsut a fair response to it, and hopeully others will consider looking through the post for what has aleady been attempted, and the current state of things, before posting something.
Very respectfully,
Adam
P.S. - Quick recap to all - HP can't make up its mind if the problem is a bad batch of motherboards, or incompatibility from the wireless card. There "is no one higher" than a case manager for whom you can apparently escalate to. I am trying to push that envelope if I may, and I am now awaiting a response back. I am not sure what my next course of action will be if I don't hear back from someone, but I'm open to suggestions. |
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Joyce Buchanan
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Aug 5, 2007 19:36:46 GMT
Unassigned
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Adam, I have no suggestions but will stand behind you and others trying to rectify this situation. I can understand assembly line failure occasionally, it happens. But to deny a problem this large and affecting so many users is inexcusable. If HP would only acknowledge our dilema and assure us that they are working on the problem, feelings wouldn't be running so high. I don't need a statement from the high-ups, just some good business help from lower down the chain. |
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ddoyle56
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Aug 5, 2007 21:37:04 GMT
Unassigned
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John - all i can say is good luck. I'm having the exact same problems you report. There seems to be a known problem with the wireless card in these laptops. Working with HP tech support, I've re-installed the driver, updated the HP Quick Launch buttons (not sure why they had me do that), and updated the BIOS. After all that, the problem still persists.
My laptop is also still under warranty, and HP is telling me I need to send it to them to fix the problem. They say it will take 5-7 business days to replace. (This would be the 2nd time I would have to send the laptop to them for warranty service. A couple of months after I got the laptop, the display went bad and had to be repaired.)
But it's really not worth it to me to be without the laptop. I'm going to go out and buy a replacement wireless card. I've tried to get HP to send me a check for $50 to replace the card, but they say they won't do that. Count me as a very unsatisfied customer. |
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Cheryl G.
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Aug 5, 2007 21:57:11 GMT
Unassigned
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This is the Intel wireless card I have,and so far none of the problems that seem to plague the Broadcom card.
I haven't noticed if anyone here is using the Intel?
http://tinyurl.com/28lced |
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Dimitrios Korres
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Aug 5, 2007 22:25:39 GMT
Unassigned
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Please help me!!
I think that this problem with my DV9207 is the same problem ocurred with the DV6000 model.
I sent my wireless card to HP and they sent me a new one, but the problem persists. All drivers related to this system are updated and working properly. I never again saw the blue light in front of my notebook. The wireless light stays orange, even though the button is to the right. Please help me!!
Tks in advance.... |
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Thomas C Perconti
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Aug 6, 2007 00:10:25 GMT
Unassigned
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Cheryl G. Are you saying that the Intel card you liked to can be used to replace the internal Broadcom? That it is a direct swap in/swap out?! |
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Thomas C Perconti
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Aug 6, 2007 00:12:02 GMT
Unassigned
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Charles Hart Enzer, M.D.
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Aug 6, 2007 07:03:13 GMT
Unassigned
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One user reports that an internal WLAN adapter has worked for a while:
My wireless card model: Intel PRO/Wireless 3945ABG
from:
http://tinyurl.com/ys3al7 |
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bonescrusher
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Aug 6, 2007 15:06:17 GMT
Unassigned
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Hello guys, I'm german, so please excuse my horrible English.
My girlfriend has a HP laptop which is called DV 6000. I think, you all know this series. I have read all the threads which have been posted so far. My girlfriend has exactly the same problem, many poeple have in this forum.
But I have 1 question which is going through the led.
The girlfriends's led is BLUE. The switch is in the right position. If the switch is in the left position, the led is orange. So far, i think it is proper or isn't it?
Well the question: Which user has the wireless problem at a blue led?? Or can it be that it is only a software problem which my girlfriend has and the laptop has NO hardware problem?
thank you for your help ... trouble shootings connect the world :-)
bye bye |
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ne_moose
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Aug 6, 2007 17:26:27 GMT
Unassigned
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OK, here is a clue for you all.
I have the problem as described by you all. I tried all of the same things. The last thing that I tried seems to be working. What I did was to uninstall the Vista version of the driver and loaded the XP version from this site. The version that does not work is 4.102.15.61 and the one that works is 4.82.28.56. Now, I'm not sure where the working version came from because the XP version that I downloaded and loaded was 4.100.15.5. There are differances in the file names
4.82.28.56 bcmwl664.sys
4.100.15.5 bcmwl564.sys
4.102.15.61 bcmwl664.sys
My theory is that when I tried to load bcmwl564 (XP) that Vista replaced it with it's verison of bcmwl664 which was 4.82.28.56. A bit confussing but wish that someone will try it. |
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Joyce Buchanan
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Aug 6, 2007 18:22:52 GMT
Unassigned
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Bonecrusher, the other user with wireless problems but with a blue LED is Tim Shubble; July 29; thread ID #1104931. Good luck. |
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ne_moose
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Aug 6, 2007 18:26:21 GMT
Unassigned
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I have included an attachment that shows screen shots of the bcmwlX64.sys files. |
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Adam Geffner
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Aug 7, 2007 13:56:13 GMT
Unassigned
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Hey Everyone,
This one's a bit lengthy, but if you have gotten frustreated about support of yoru case, or curious about the potential of a recall, read on
Some more updates for you. First Off, good post about the driver issue. Can anyone else let us know if changing the driver seems to have an impact?
So⦠I was told by a tech support guy that the reason why my motherboard was replaced was due to a MAC Address Error. The notes in my service file verbatim are âChecksum failed / mac address error â mb [lane02/at02]â : Thatâs it. No further explanation. I donât know if they mean the Motherboard wasnât recognizing the MAC address for the WLAN card, or something else.
Well for anyone who like me has been fed up with trying to deal with their case manager (5 voicemails, 3 escalations, and she still wonât call me back), hereâs some info.
I found out (not very easily I might add), that there is in fact a complaint dept. at HP itâs called âExecutive Customer Relationsâ out of St Palo Alto. I had to call an HP Corporate Operator to figure out how to get transferred to it. So I finally thought might get this properly escalated. Iâve also asked repeatedly now what is the process for researching this as a possible recall.
So the person I spoke with said that the case manager has complete empowerment over the case. I requested (diligently) to have my case reassigned to a different case manager - maybe someone who will actually follow up with customers, but he said even that would require the original case managerâs involvement.
Now the interesting part â I get a call back 15 minutes later from my case manager! And, she says she has only received 1 vmail from me on Monday. Apparently when you call your case manager and input their ext. and get sent to vmail, you are put into a general vmail queue which then is supposed to get distributed to the case managers. So, unless sheâs flat out lying, the bottleneck is whoever is distributing these cases.
Ok, so regarding recalls..
She has only been aware of 1 recall, and that was a battery issue 2 years ago. She has looked up the PC, and found that there is only 1 wireless card available for this laptop, and thatâs what is still being uesd.
Susan [my case manager] says when a problem occurs in large quantities, the engineering dept is assigned to find cause and effect. They would be the ones to raise the flag. No flag has been raised on our series of laptop.
So, at the end of it all, my only recommendation is to call tech support, and send those laptops in, have your motherboard or wireless card replaced, and maybe, just maybe if enough tickets are generated, someone in HP engineering will say one day âwow, another one of these again? Hmmm, maybe I should look into why weâre getting so manyâ Of course whatâll probably happen next is⦠Eh, Iâm off to Lunch now, and itâs Friday, maybe Iâll look at it Monday. And then Monday heâs swamped with work, and Tuesday he has off, and by Wednesday he forgets about itâ¦â¦
At least my wireless is working.... for now |
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ne_moose
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Aug 7, 2007 15:35:25 GMT
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Using the XP version of the driver does not work over the long haul. Same problem as before. All last night I tried as many different things as I could think of and could not break it. Woke up this morning and the wireless was broken again. It's almost like going into sleep mode somehow causes problems.
Sorry about the false alarm. |
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Joyce Buchanan
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Aug 8, 2007 23:52:36 GMT
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I'm still waiting for my laptop to be returned from HP (been without since early July). E-mail support has now informed me that they are waiting on new motherboards to arrive. This sounds as if replacing the motherboard is the current fix. Are the new motherboards still working? |
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Adam Geffner
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Aug 9, 2007 09:50:04 GMT
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Joyce,
This is the first I heard of the delay on getting the motherboards in. It must be out ot the particular repair center your pc is at.
I had sent my pc back in mid-July, and had it returned back just 2 days later. Unless you have a different "flavor" of DV6045 than I do (with a different processor speed).
As for the fix, I have heard conflicting data (as I've mentioned in this forum above). My motherboard was replaced and my PC is working for the moment.
how big of an issue this thing has become and pointed to this forum on more on than one occassion. To no avail.
Adam |
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ne_moose
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Aug 9, 2007 11:30:52 GMT
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How many of you upgraded from XP to Vista? HP is now telling me that the sw and hw is no longer supported because of the upgrade even though the machine is Vista Certified. Now they are sending a new wireless card. Has anyone had success with a replacement card? |
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Adam Geffner
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Aug 9, 2007 11:46:47 GMT
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ne Moose,
I ran into the EXACT same issue initially as you.
The tech support told me the same thing.
You need to escalate to a case manager, and convince them that MANY other people on the forum are reporting the same issue, and the fix so far has been to replace the motherboard, nto the wireless card.
As for the issue of it not being supporte dby upgrading to Vista. It's what their outsourcing techs are saying. I convinced mine, it was a hardware not software issue. I dont' know how tech savy you are. I am a network engineer, so I was able to convince them how I knew it was hardware.
Good luck.
Adam |
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m4xn00b
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Aug 11, 2007 17:05:44 GMT
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Alright, everyone here has the same problem, but when did the problem occur??
I want to see when everyone's wireless crapped out. My Broadcom card stopped working a couple of months after the initial purpose, before that it was working flawlessly. It occurred right after I woke my laptop up from hibernation.
Can anyone give the amount of time after their initial purchase when the their wireless stopped working? Also could any of you give info on what was occurring right before it stopped working?
With this information we might be able to pinpoint the problem (so far we only know that it is a hardware issue). |
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m4xn00b
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Aug 11, 2007 17:07:50 GMT
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oops, purchase**, not purpose...
sorry for double post |
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Adam Geffner
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Aug 11, 2007 19:33:22 GMT
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M4Xnoob (or something like that).
I had the exact same thought as you. (At least I think I know where you're going with this).
It looked to me like most everyone's wireless starting breaking around July time frame (mine broke on July 4th).
So I thought... "Hmmm. maybe there was a software update that inadvertnatly broke" the card or caused some dormant issue to wake like a bad case of cancer 20 years down the road".
Checked out the updates. Didn't see anything that looked like I could atribute it to the wireless issue.
So, if that's where you're going. been there, checked that, good effort, but to no avail.
Adam |
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Benjamin Miles
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Aug 12, 2007 00:21:00 GMT
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For m4xn00b and Adam Geffner -- Replying/confirming that my Broadcom disappeared in mid-July as well. And Adam, I had that same thought as well; some sort of date or time-limit oriented object in the firmware perhaps. Seems like science fiction, but I'm not fully prepared to write it off yet.
For everyone and anyone in general, I'm updating that I convinced a tech support guy on my first phone call to HP to schedule a repair job. Got the box, shipped it off to Tennessee (from Florida), they got it and set the return date for a week later, August 15th.
Just two days ago, however, I got an e-mail saying something to the tune of, "despite their best efforts to expedite the repair, having the unit returned by the originally posted date of August 15th may or may not be feasible."
Beginning to wonder if this was a bad idea... |
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Linden Duong
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Aug 12, 2007 14:47:16 GMT
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Well i just sent my laptop to get it repaired, wireless and sometimes it wont boot up, They should recieve my laptop by monday in the afternoon, i hope it gets fixed fast..
(dv2120us) |
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m4xn00b
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Aug 12, 2007 23:15:41 GMT
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Hmmm, very interesting. Mine stopped working immediately after school ended (very end of June for me). I'm not sure, but I'll need more people to post their dates.
It's looking like the cards all stopped working around a three month period. June/July/August. There needs to be more dates, however, to confirm this though.
Keep em coming. |
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BRANDON SHICK
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Aug 13, 2007 00:44:18 GMT
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My wireless card "disappeared" off my dv6000z in april, sent it to hp, they replaced the motherboard. Everything works fine until last week, i was on the net at the time when i got kicked off and the hp wireless assistant says my card is disabled. Then it disappears. I now go through a series of restart procedures everyday (loading defaults in the BIOS, rolling back, re-installing drivers) all to get the wireless for a few hours. haven't tried to plug in yet to see if that works or not. |
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D. Jordan
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Aug 13, 2007 03:54:49 GMT
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My card stopped working on July 14th. There are other threads in the forum that date back to almost 1 year ago. So I don't think the date is key. There are more threads still in the IT professionals forum. |
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Charles Hart Enzer, M.D.
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Aug 13, 2007 10:17:08 GMT
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My Wireless Device stopped working and disappeared from Device Manager July 18 or July 19, 2007 |
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Jim J Jackson
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Aug 13, 2007 10:22:52 GMT
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My DV6000z stopped working the first time in the latter part of January. I had to send it in for a new MOBO. It worked fine until mid July. I purchased it July of last year.
It has been in HP's hands for 2 weeks now and I haven't heard anything from them. I left a voice message with my case manager Friday.
Another piece of info that may be helpful is the phone number to the case managers' extensions. You'll need to get your case manager's extension and sub-extension before you can call 877-917-4380 |
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Baris Engin
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Aug 13, 2007 12:53:47 GMT
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1) Update bios
2) Load setup defaults in BIOS
3) Save and exit
And then it just worked...
Without "load setup defaults and save" it doesn't work again...
regards |
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Adam Geffner
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Aug 13, 2007 15:41:46 GMT
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UNBELIEVABLE....
What is? - I just got an e-mail from HP stating the following:
******************************************************************
URGENT SUPPORT NOTIFICATION FROM HP
******************************************************************
HP Limited Warranty Service Enhancement
HP has identified a hardware issue with certain HP Pavilion
dv6000, HP Pavilion dv9000 and Compaq Presario V6000 series
notebook PCs. You may be entitled to a free repair.
If you own one of these products, click on the link below for
additional details:
http://US-UrgentSupport.p08.com/u.d?0GffC4LpdUPrD4=0
Now, here's the kicker... CHeck out the symptoms, none are related to the wireless. So, HP is saying there is a bad batch of PCs out there that can suffer all sorts of issues, but the wireless isn't one of them.
Also, how can they turn around and send this when just a few days ago, I had my case manager saying there were NO ISSUES or alerts with my model PC.
Adam |
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Joyce Buchanan
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Aug 13, 2007 17:54:20 GMT
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Re my laptop for what it's worth:
Pavilion dv6227cl
AMD turion 64 X2 processor
OS is Vista Home Premium
Purchased 2-16-07
Wireless failed 7-02-07
Shipped for repair 7-06-07
Shipped to Memphis, TN
Still waiting for the return of my laptop.
Hope this adds to anyone's "research" of the problem.
The new notice from HP sounds ominous. If some of the replaced motherboards and wireless cards are not working for the failed wireless, how are they going to fix a unit with these symtoms? |
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TL Fin
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Aug 14, 2007 19:36:17 GMT
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Same problem here. HP dv6105us. Purchased
mid October 2006. Wirelesscrapped out on 1st or 2nd of August 2007. Spent 5 hours on the phone; was told I needed a new card, but would have to provide "collateral" eg credit card number for no specified amount (What? They want a blank check?), or take it to a free authorized repair dealer. At least they got me on-line with ether cable. Tried calling again today and previous info was contradicted; there is __no__ free service center and the wireless card is built in, cannot be removed. Can't send the computer in, no back-up. |
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Jared Hess
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Aug 14, 2007 21:53:33 GMT
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Well, my laptop came back today. And am using it to type this report. On the side of balance, I have to commend HP on a relatively quick repair and good communication that I had with their online chat personnel. I didn't have to call once on the phone and I didn't have to wait more than thirty seconds to connect with one of their chat personnel.
Anyway, the repair receipt says that they repaired or replaced my motherboard and Thermal Pad. Not sure what the Thermal Pad is but perhaps it somehow was part of the problem... ?
Of course, the problem should never have happened in the first place. But I'm just happy my wireless and my previously black screen are again working. Whew! And I'm most pleased that they didn't have to wipe my hard-drive.
Of course, I don't know how long it will last. I don't know how long it will last... I guess I'll give it another nine months, but maybe they'll prove me wrong. It still shows the same type of WLAN card (Broadcom)... |
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Jim J Jackson
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Aug 15, 2007 15:43:31 GMT
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My laptop has been on the bench for 3 weeks now. I just got off of the phone with support and they show that my case manager did get my voice messages and logged them in to the case log. Funny that I haven't heard from him for 3 weeks... I'd love to file a complant but have now idea what number to call or where to go on the site. Any help on that?
~J3 |
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Robert Grover
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Aug 16, 2007 03:36:27 GMT
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Add me into the WLAN suddenly disappeared crowd. I'm going to use a USB adapter for a while - until they hopefully figure out what's really going on with this issue.
Purchased my pavilion dv6119us in late November, 2006. Wireless LAN died on August 15, 2007. Still running Windows XP Media - never did upgrade to Vista.
If they don't have a fix by October, I'll be sending mine in as well. |
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Charles Hart Enzer, M.D.
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Aug 16, 2007 11:55:28 GMT
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A Case Manager called me July 20th. Becasue I was going out of the country, I could not call back.
I spoke with Susan L on August13, She sent me a box to return the dv6105us. I have shipped it out.
I am hopeful. |
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Kyle Heartt
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Aug 16, 2007 12:06:23 GMT
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Hey folks, well I got my repaired system back within a good time frame, mailed it back last Tuesday and it was delivered on Tuesday, a full week without the computer is relatively resonable considering shipping and all (I was lucky enough to make it my vacation week and didn't need it).
So far the wireless is up and running, and my system was returned without being wiped. That's the good part. The bad part is that now the speakers "crackle" constantly (unless I mute). And, get this, when I put the system in standby and close the lid after awhile it starts to make the most whinny-high-pitched noise, like a puppy dying. So they fixed the wireless issue, but now I'm hoping they'll just replace the system because this is unacceptable. Needless to say I'm being escalated to a "Case Manager" who hopefully will have that authority - probably another week without my system (this time not while on vacation) :-(
Good luck. |
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Benjamin Miles
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Aug 17, 2007 16:40:26 GMT
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Just another update from me:
Called the tech support number at the top of the CSO page (1800HPINVENT) for the second time today, first time was the day before yesterday.
My laptop was originally scheduled to return to my on the 15th, but come the 15th, the date was bumped to the 22nd with no explanation. Tech support can't/won't give any information as to why or when I should expect my laptop back.
School starts Monday, and as a graphic design student, I'm SOL without my laptop. I've been told that a note to expedite the order has been placed on my laptop, but was assured multiple times (in much fancier language) that it was most likely a waste of time, as was the newer estimated return date of the 22nd.
No laptop, no idea when it'll be back, and from reading some of the newer replies here; no certainty that it won't come back with new and potentially worse issues. |
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Patrick Kong
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Aug 17, 2007 17:35:14 GMT
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Hi, I'm Patrick.
I basically got told by the tech that my laptop (Compaq Presario V6305NR) wasn't of the Presario 6000 and that I was S-O-L in regards to the extended warrantee. I can't wait to see what happens when my buddy gets back from Europe and has to start school with the same model laptop I have, only to have it crap out on him in a bit.
What I really want to know is how Compaq/HP is deciding that we're all isolated incidents with similar symptoms.
The tech I spoke with is sending a box for me to ship my laptop back in, which in turn, depending on when they receive it, it would take 7-9 days for them to "fix" the problem, but back to factory standards, meaning my hard disk would be wiped. I asked him for what other incentive would I have send it back other than to get this wireless card fixed, but lose productivity time due to the time lost w/o the laptop. He was left speechless at that one, before repeating that it was standard operation procedure to "restore" the factory settings on the laptop upon receipt of it to make sure it's not a software issue, even though I've tried everything that anyone's posted about so far.
So basically after having my intelligence insulted by "Earl", I'm going to take down all the numbers for the Vista/serial/product/wireless card keys.
This is friggen ridiculous. |
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Dr Andy Ryan
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Aug 18, 2007 13:33:47 GMT
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Can i add my name to the growing list with the same problem. Purchased dv6000 in december 2006, wireless access via BT hub (in UK) worked fine until 3 days ago then failed whilst downloading overnight. broadcom not recognised on my laptop, even corrupted my cable access to the internet but a very nice lady in India has sorted that this afternoon.! I'm on XP with no recent updates etc. After reading the threads I'm inclined to get a usb device and forget the broadcom device as seems hopeless!! Any suggestions greatly received |
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Peter Kottmann
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Aug 19, 2007 15:33:54 GMT
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Same problem, but can not even get to first- base.
That is, following recommendations to update BIOS, I get an error dialog message:
"The download did not pass the integrity check. Resume?" Yes or No buttons (Resume does nothing but repeat error.
Any ideas whi I can not update BIOS
(BTW, I was able to update from F.25 to F.27, but get error attempting to download F.38) |
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Ismael Lamberty
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Aug 20, 2007 12:33:56 GMT
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Mine is at the same status (dv6105us), it got repaired at HP (replaced system board, replaced wireless adapter) but stills the same problem |
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Thomas C Perconti
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Aug 20, 2007 12:45:21 GMT
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Dr Andy, I have reason to believe that it is not a hardware problem that is causing our Broadcom wifi to fail, but a Windows update that is interfering with the Broadcom driver.
I haven't heard of anyone restoring the factory configuration (back to the way the system was initially shipped) to attempt to fix the problem... yet when the unit is sent back to HP, one of the things that they do is reset it to factory fresh. So, was it replacing the system board that fix the problem, or reverting back to original OS/driver levels?
I too have experienced the problem. Occasionally my wifi will come back after a suspend/resume. I usually use wired ethernet anyways so it isn't a major problem, but for those times that I want to move my notebook to the bedroom or patio, I bought a USB wifi adapter.
I deciding on purchasing a LinkSys Compact wireless G USB adapter (model # WUSB54GC) It's a nice size, looks good, and works great. I paid $45 @ Best Buy.
I've heard horror stories of notebooks being sent in to HP to repair the wifi only to have the system returned with OTHER problems. I rely heavily on my notebook. I cannot afford to be without it for weeks/months to get it fixed and risk having other things go wrong. $45 is a small price to pay for an interim solution (until HP/Broadcom produces a firmware/BIOS fix) |
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Joyce Buchanan
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Aug 20, 2007 18:36:22 GMT
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Thomas, I did restore my pavilion dv6227 to original factory settings before sending it away to HP in early July. It did not correct the problem of the missing wifi, and I am still waiting on the return of my laptop. |
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Justin Lavertu
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Aug 20, 2007 22:03:04 GMT
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Just to let you know I'm new to posting and what HP did was they flashed my BIOS, updated drivers. Did everything everyone else did. Does not work. They try to tell me it's a software problem. I knew it wasn't right away and after reading ALL of the posts here it confirmed my supicions.
Just to let you know I bought my Laptop in December 2006. I use it every day all day constantly. And it quit working between August 6th-August 11. I last connected on my wireless August 6th and next time I did was the 11th so it messed up somewhere between that time.
I have also been having some other problems with this laptop as well. I think maybe the last 2 months now if I have the volume turned up past say 75% it crackles constantly and iteruppts my sound. I hope a HP will fix this problem right away as School is starting and I need my laptop for school. (I'm a Computer Science student) |
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Dr Dred
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Aug 20, 2007 22:34:13 GMT
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I have owned my HP Pavilion dv6253cl Notebook PC since Feb 2007. My WLAN took a dump two days ago. Costco has agreed to give me a refund. Iam truely sorry for all of you. I hope HP reads these posts and helps all of you. |
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Matthew Orman
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Aug 21, 2007 00:38:53 GMT
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I really wish this problem would soon be solved. Anyone find it funny that since these issues started to get reported that firmware F.38 disappeard from the FTP site but all the links are still there. I wonder if that's an inside message that HP maybe working on something. Here's keeping my fingers crossed. What stinks is after a fresh install of 3 different flavors of windows, all 3 had the same problem and rolling back to previous bios versions didn't help either. Man i wish i had gone the route of an Intel board instead of an AMD. I only say that because the bios gurus out there with Intel chipsets have found a way to hack the bios to eliminate that HP put on us to limit our options on wireless cards. Oh how I wish the same would happen with my bios version :( |
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halldogau
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Aug 21, 2007 02:35:49 GMT
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Just another update... Blue light has been reappearing a lot recently but then going out when I reboot... Sorry to hear all the horror stories. I have been a loyal customer since 1994! They should just give us a different type of internal wireless card or send out an expresscard just like the one I bought. I will be monitoring this thread to see if any decisive solution is found. |
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Adam Geffner
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Aug 21, 2007 09:38:57 GMT
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Hey Everyone,
For those that of you have been keeping track on the forum, I'm no stranger here as you know.
It does surprise me that I see a lot of new posts which imply that they may not have read some of the history, so...
Just a quick (very quick recap).
In 95%+ cases, updating yoru drivers, bios, etc. does not fix the problem. It the vast majority of these cases, it is a hardware issue. Whether it's purely a wireless card or mothterboard issue, don't know, but if you can get past the "Bob" in Bangalore who is telling you it is software, or that you have voided your warranty by uppgrading to Vista, and make it to a 2nd level or case manager, they will have you ship your pc back to them (may take some convinving on your part). Replace the system board and send it back to you.
I have not seen any situations yet where they have restored the pcs back to their system defaults (thus wiping out Vista, or any other installed apps). This does NOT mean they won't with a user, so be safe and back up.
Fo those posting who say that updating your bios, or drivers, or restoring an older image, etc. etc. or any other software fix works.... You are defiantely in the lucky minority. For the rest of us lot, it is defiantely hardware, regardless of whether the 1st level HP tech wants to admit it.
HP support have been very quick to replace pcs and send them back to me at no charge, that's good. (Although I have heard a mixed bag of response times in this forum on that). But their escalation process is terrible, and you can not get past a case manager for your life. (For those reading all of the posts in this forum, you KNOW how hard I tried).
It is for our benefit only. I'm still hoping that someone in HP one day will realize there's a problemn with these bloody machines and put out a recall, or post something, but.... perhaps not.
Cheers,
Adam |
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Linden Duong
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Aug 21, 2007 11:53:20 GMT
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ook. so they were susposed to shiped my fix dv2120us laptop back to me from being repaired, and now they have changed the estimated shipping date to september 4th..
maybe it was a mistake sending the laptop for them to repiar it. |
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Linden Duong
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Aug 21, 2007 13:28:24 GMT
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Ok, so some HP guy just called me saying hes from HP ( i could barley understand what he was saying) but he said i was get my laptop back on the 4th of september blaming it on the parts needed to fix the laptop takes awhile to come. i have 2 hp desktops countless printers and they all still work fine, Not to mention i used to be a HP shareholder. |
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Wanderer Wanderer
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Aug 21, 2007 17:10:38 GMT
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One way to test to see if you have a software or hardware problems, is to install Freespire Linux in your hard-drive. It has all the commercial codecs needed to drive wireless boards. If your board works, then you should have a Windows problem. If Freespire doesn't find and run your wireless board, then you more than likely have a broken wireless board. |
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Justin Lavertu
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Aug 21, 2007 22:08:28 GMT
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So yeah....I just posted yesterday about my problem. HP told me to send it in. Then today Im sitting playing WoW then get on Ventrilo and all of a sudden it finds my card and starts giving me WiFi again. I dont know what is up. I'm sure it wont last long. I hate being tied up with a cord. |
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Franko Scott
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Aug 22, 2007 00:42:20 GMT
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If I were you I would send the unit to HP. It appears from all the post this is no software or driver fix. I have to agree with many of the others that you have a hardware problem. I have been having some problems with my wireless also. Sometimes it picks up the signal but in no way will it connect. Even though it say it fails to connect I try again and then get a message saying it is connected. When I try to use the browser it confirms the wireless never connected. Also, when I try to first get the broadcom wireless to come up so that I can connect it seems to take forever before the wireless assistant will display the wording that allows you to click on connect to wireless. I would not be surprised if mine fails during the warranty. I have only had my unit for 6 months. Pavilion dv6226us. Last night no matter what I did it said the unit detected the wireless router but it could not connect even though the signal was good. I tried everything I knew that could possibly interfere but nothing worked. I just shut it down. Today after work I turned it on and as typical it was slow at showing the get connected logo thru the wireless assistant but I was able to connect. My OS is vista and I have 2g of ram. Vista does not help, but I really do not think it is vista, I really feal it is a hardware issue. Ship it off to HP. If mine gets any worse that will be the first thing I do while under warranty. Don't waste your time let HP do what they need to do.
Frank |
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Benjamin Miles
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Aug 22, 2007 22:18:26 GMT
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Here the 22nd has rolled around, and YET AGAIN the date on my CSO page gets bumped back another full week with no explanation. I call the number, 1800HPINVENT, and am instantly put on with another outsourced tech I can barely understand.
I told him I need a case manager to be assigned now so that I can determine exactly when my laptop will be returned, given the urgency of my case (I need it for my senior-year computer graphic design courses) and the fact that there is ZERO accountability in regards to the dates on the CSO page.
There's a 10 second pause, and then "There is a delay at the service center [obviously?], the case manager will not help you."
...
I just got of the phone again, have been on for nearly an hour and a half talking to at least 5 different representatives, explaining my situation and getting a good variety of obviously made-up excuses. Ultimately, the last person I talked to told me they'd e-mail the support center outlining my case, and that I should get a reply e-mail sometime during the day tomorrow. Satisfied with this small bit of ground gained (for now), I'm calling it quits (for now). |
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Meera Vang
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Aug 23, 2007 21:07:19 GMT
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Ahh I have an issue with my hp dv6000 as well, we have dsl but when i go to network/wireless connections, it says that i need to turn on access to it by either a button either from the front or to the side of the laptop, ive looked everywhere and i guess i am computer savvy enought to resolve the issue but nothing works!
this hp laptop does not come with much manuals/info to fix whats happening. even the help info directs me to online pages to read and of course if i cant get my internet on the computer to work, how can i read help faq's? |
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Dimitrios Korres
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Aug 23, 2007 21:51:31 GMT
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My wireless worked properly during 15 minutes and now it is not working anymore!! I change the button position (in front of the laptop), but the light indicator stays in the color orange, instead of blue, and the system indicates "Wireless Disabled".
I did a lot of things but the problem persists.
*The wireless driver is updated;
*The HP wireless Assistant is updated;
*The BIOS is updated;
*Quick buttons is updated;
*I uninstalled and reinstalled all of issues above;
*I reinstalled the Windows Vista;
*I used the recovery CD's to back the laptop to the factory original conditions;
*I sent my wireless card to HP, by fedex, for replacement, and the HP sent me a new one, but it did not fix my problem.
I can not send my computer back to HP because I work with my laptop and have no time to do it.
My laptop is a Pavilion DV9207US, with Windows Vista Home Premium.
PLEASE HELP!! |
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Adam Geffner
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Aug 23, 2007 23:05:59 GMT
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Dimitrios,
Assuming you have read the posts on here, you should know that the system board likely needs ot be replaced. Unless you feel comfortable doing this yourself, you need to send it off to HP and just deal with it like many of us have had to.
If you can't afford the time lapse, either do it yourself by a new system board and good luck) or pay an exhorbanant anmount of money for some place willing to do it in a qucik turn around time for you.
Personally, I would just send it off to HP. OR.. transfer whatever files you need to another PC.
Adam |
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MARCUS HIRN
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Aug 25, 2007 11:49:12 GMT
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Well, add me to the long line of disappionted HP owners. I have a dv6119us and same thing happend to me on Aug 16th. I already got a replacement mini card but no luck. Followed all the HP Instructions (as also discussed here). Nothing works. Interesting enough on Aug 13th Adam Geffner gives a link to a free repair link. HP says that certain number of notebooks are eligable for a free repair. What is really interesting is that they claim only serial numbers between xxx625xxxx - xxx636xxxx are eligible. My Notebook has xxx637xxxx. This should mean that more notebooks then HP claims are affected.
I can't afford to send in my notebook for repair (even if I get it for free) for 2 weeks. I am looking into the option of buying a new wireless card but since I have not upgraded an HP Notebook before i was wondering if someone has a good list of possible other brands that are compatible with the notebook motherboard. Any link or suggestion would help. |
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KATHERINE BROUGHTON
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Aug 25, 2007 22:17:58 GMT
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I too am experiencing this problem. I've ruled out software issues and the new wireless card didn't work. I am hoping to send my notebook in to be serviced. Anyone had any success? |
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Benjamin Miles
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Aug 27, 2007 15:23:20 GMT
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Katherine -- it seems to be an at-your-own-risk move to send it in for repairs.
I JUST got my Compaq V6000 back a few minutes ago (waited 3+ weeks instead of 1, as I was originally told), and not only is the wireless card still not working, but they didn't return my AC adapter. So now; no wireless AND no power.
This repair service/support line is nothing short of a bad joke. I've been disconnected three consecutive times now after being put on hold when calling HP/Compaq about this, now on my fourth call.
I'll probably wind up buying a USB wireless dongle and a replacement AC adapter due to the urgent need of this computer in school.
My next stop is the school and local newspapers. |
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KATHERINE BROUGHTON
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Aug 27, 2007 18:22:27 GMT
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Sending the notebook off tomorrow, hope I'm lucky enough to have my problem resolved. I had a heated argument with the HP executive customer care (whatever). Her name was PAT and she showed no empathy at all! Does anyone know where else I can complain? |
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ne_moose
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Aug 27, 2007 19:24:54 GMT
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OK, I found this solution on another site. I followed the following instructions on Friday night and as Monday night my wireless is still working.
I just experienced the Wifi disappearing never to return on my dv9000cl. I followed shadowchemist's instructions in this thread dated May 31, and... IT WORKED!
I'm reposting it here:
1) Restart the computer and enter into Safe Mode.
2) Uninstall the wireless driver from Control Panel. (Add Remove / Programs)
3) Goto Program Files in your C drive and look for the Broadcom folder and delete it. Make sure that you remove it from the Recycle Bin too. Also you should have the latest version of the driver. (Broadcom 4.100.15.5) The HP website has this available (sp34152.exe). [Get the driver downloaded on your computer before doing any of these steps] In the SWSetup folder there should be a folder named WLAN delete all the files in there and replace it (copy and paste) the Broadcom files that you downloaded.
4) Restart the computer and enter into Safe Mode again.
5) Reinstall the driver. Check in Device Manager to see if the driver is there. If not then restart the computer and enter in Safe Mode again. The computer should see the wireless driver now.
6) In the C:\Program Files\Broadcom there would be several system and configuration files. Right click on each of them and make the files Read-Only and click OK. The computer is going to give you an error. Ignore it and click on Cancel. Go back to the properties and you will see that the files are now Read-Only. Also goto C:\Windows\system32\drivers and look for a file named bcmwl5.sys and right click on the file and goto properties and make that file Read-Only.
7) Restart the computer and enter the computer in normal mode. The wireless driver should be installed and in the device manager and working 100%. |
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Rai Lynn
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Aug 28, 2007 00:25:06 GMT
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Well like all of you I also have a problem with my wireless card. The only difference is that most of you have have dv6000 series and I have a dv9000 (9205us) one like a few that are on this forum I have vista home premium and I have tried all of this with a technician on the phone:
-removed the wireless to check if it was pluged in correctly or damaged
-removed drivers and re-installed them
- updated drivers from HP except for the BIOS because I get an error that it does not exist
-and even the drastic measure of re-formating
all of this where tried and all failed they will be sending a new card here eventually.
So does that mean the problem lies with some DV models and the broadcom card
I have many friends that have dv6000 and 9000 that do not have this problem. |
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Charles Hart Enzer, M.D.
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Aug 28, 2007 11:34:11 GMT
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Bad News.
I sent in my dv6105us on August, 17.
The Expected Delivery Date of August, 24 has come and gone.
On August 21st I got this email:
"We are striving to meet our estimated delivery date; in case where this is not met due to various reasons, an HP representative will attempt to contact you to communicate a new date and/or discuss possible alternative support solutions that could better meet your needs."
I have not received a phone call. |
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Grey Lancaster
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Aug 28, 2007 15:16:24 GMT
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dv9000 laptop
intel wireless
card only shows in device mgr and works if I remove the battery and power for 30 mins. Works great untill reboot. If do not remove battery it will not show up.
Vista 64 bit, no clue if it is intel hardware/software..HP hardware/software..or Windows power saving?
Latest greatest drivers/biops etc |
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Benjamin Miles
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Aug 28, 2007 18:13:40 GMT
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Charles -- Unfortunately, the date on the CSO page is at best a random guess. They set it for one week after the date they receive the defective unit, but then push it back with no warning or explanation for as long as they see fit. Some people have had their laptops back in a week, some 3 weeks, some much longer.
I DO, however, now believe that enough persistence will result in your order being expedited. I called 4 to 5 times a day for three days and plead my case as urgent (need it for classes 5 days a week, etc), and it wound up being shipped back to me 3 or 4 days before the final estimated delivery date... Of course, the wireless STILL doesn't work, and they may not have actually done anything to it at all, but at least I got it back.
As for another update, I was able to FINALLY get in contact with a case manager. I'm being sent a replacement power cord/ac adapter as well as a new wireless card, just to rule out that possibility once and for all. If that doesn't do it, the plan is to send it in for repair once again, and then if that doesn't work, replacement. If any of the above plans DO work, I'm told I'll be sent a RAM upgrade (1 gig to 2 gigs) for free. We'll see how they try to screw me out of that later, but for now, I'm keeping my fingers crossed.
If this does work out (and I'm giving it about 2 more weeks), maybe I should just post the phone number for the case manager so we can all call and let them know that these are NOT limited, isolated incidents... |
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Adam Geffner
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Aug 28, 2007 18:59:59 GMT
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Number for HP Case Managers
1-877-917-4380 x 94
Be advised, 95% of the time I called, I just got a voicemail that all of the case managers were busy.
The vmail goes to a general mailbox, which are supposed to get distributed to your actual case manager.
Adam |
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MARCUS HIRN
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Aug 29, 2007 02:28:51 GMT
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Reply to ne_moose:
Thank you for your post on aug 27. It works fine to do it according to your procedure. The problem is that as soon as I restart my notebook I loose the wireless again. I am pulling my hair now. It is really, really frustrating. What is is? Since the proceedure works with uninstalling and reinstalling in safe mode, according to ne_moose instructions is proof that it is not a hardware problem. I get the mini card to work but why or why is it removed when i restart the notebook? Logically it is as many has speculated above already, an other program destroying the signal at startup. Something that, at reboot, resets everything.
Ne_moone describes that all system files etc are to be set to read only. Once I restart they are no no longer read only. What program resets that feature at startup? My hunch guess is that a new update of some windows perhaps a security program is doing this. But which one?
Anyhow, If someone comes up with any smart suggestion, please post here and maybe we can get to the bottom of this. |
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Steve Beamesderfer
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Aug 29, 2007 10:15:48 GMT
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Folks - I have tried in earnest to get to the bottom of the vanishing wireless problem with HPs support. My biggest complaint is that HP expects me to strip my system completely before concluding that their dv6000 series notebooks are defective. Unfortunately, HP does not care about the amount of time I spent configuring my existing software such as MS Office, Photoshop, Oracle, FTP software, and various other programs not to mention the use of password restrictions and all the security configurations done to keep my system safe.
----------------------------------------------------------------------------------------
PS: This thread post has been edited adhere to forums guidelines. for more information about forums etiquette: http://www.hp.com/bizsupport/ITRC/forums/forums.etiquitte.html - Forum Moderator. |
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Charles Hart Enzer, M.D.
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Aug 29, 2007 14:54:19 GMT
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Good News.
My Pavilion dv6105us returned today. I had sent it August 14th.
HP said they had repaired/replaced the Mother Board and Thermal Pad.
All seems well.
WLAN works.
Defaults not reset.
None of my data appears to be missing.
Though they did not say, they also replaced one of the Memory Sticks -- 256mg.
They had to. The stick was bad. The machine would not boot; Power On Selft Test -- POST -- failed. When I swapped out the bad stick, machine had booted before I had sent it in.
My Case Manager is Susan L:
Her direct contact phone number is 1-877-917-4380, extension 09, and sub-extension 4074. She is available during the hours of 8:00 AM to 5:00 PM Mountain Standard Time. |
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Benjamin Miles
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Aug 29, 2007 15:21:34 GMT
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Got my power cord and replacement card today, STILL no wireless. Anyone have any recommendations for USB wireless adapters?
If it's of any interest to anyone, here's some differences between the card that came with the notebook and the one they just sent me...
- The old one was blue, the new one is green.
- The old one was made in China, the new one in Taiwan.
- The old one was Rev:0C, the new one Rev:0A.
- The AS and SPS numbers are the same for both; 395263-001 and 407160-001 respectively.
- The main chip (with the Broadcom logo) on both says BCM4311KFBG, though after that they differ; The old one saying CK0649 P11 804545 N2, the new one saying CA0546 P11 762092 N1.
Several of the smaller chips have differing numbers/letters on them. |
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ne_moose
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Aug 29, 2007 17:17:06 GMT
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Response to Marcus Hirn.
I am running Vista 64 bit. Also please note that SP34152.exe is not the latest version of the Broadcom Drivers. I have not yet tried the lastest SP34488.exe.
The two files under the Broadcom folder are:
bcmwl5.inf 11/1/2006 793KB
bcmwl564.sys 11/1/2006 737KB
The file under the drivers folder is:
bcmwl664.sys 10/6/2006 538KB
I actually believe that the problem is somehow connected to the NVDIA nForce chipset driver 5.53A that was released in June 2007. Most peoples problems seem to have stated around this time period. Try removing these drivers and restart you laptop. Your second cpu will be disabled but the pc will still run. I believe that the network card will then run. Reinstall the latest nvdia drivers. |
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Jim J Jackson
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Aug 29, 2007 18:18:47 GMT
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I finally got a response from my case manager. He is going to send a brand new computer with equal specs. No where in the conversation was the word "sorry" mentioned. |
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david dong
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Aug 30, 2007 13:47:37 GMT
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I wanted to add my experience to this. I bought a HP DV6110 in Oct 2006 and the wireless went out around June 2007. I updated the bios and driver but it didn't solve it. I haven't decided what to do yet. Thanks to all for this thread information and all the man(woman) power that went into trying to resolving it. |
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Gtown1789
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Sep 1, 2007 09:21:19 GMT
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Does anyone know anything about the "new" BIOS upgrade on the HP site? It is F.3A. I was in contact with one of the Total Care flunkies, who suggested I upgrade to F.27, which makes no sense to me. Anyone bold enough to try F.3A?
Tom |
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Charles Hart Enzer, M.D.
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Sep 1, 2007 16:14:02 GMT
Unassigned
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While I now have a Blue Light and Wireless, sites take 30 - 45 seconds to load.
When I use the Ethernet Cable, they zip open.
The wireless slows from 56 to 48 to 36 to 28.
The wireless card often drops my router.
When dropped, I need to refresh [Choose a Wireless Network] about 7 times before my router is found.
The Boot Up now is different. After the Invent Screen and before Windows, a Nividia Boot Agent comes up.
After about a half a minute, I get two error messages:
PXE-E61: media test failure, check cable
PXE-M0F: Exiting NVIDIA Boot Agent
Sliding the WLAN control to off, stops the wireless.
But sliding the control left does not turn it back on.
I need to reboot.
I have a dv6105us.
HP replaced my MotherBoard and Thermal Pad.
Suggestions?
Thank you |
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Grey Lancaster
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Sep 1, 2007 17:58:50 GMT
Unassigned
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In bios you can disable the network boot will speed up boot/avoid pxe boot error
no help on wireless though |
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Clay Weisenberg
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Sep 1, 2007 19:41:10 GMT
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Add me as DV6000 user that is having the same issue. I have had two chat sessions with HP techs today and they have basicly told me to does the same things posted above. How do I go about getting to a case manager, to send this laptop back. When I bought the laptop, I paid extra for a Express service warrenty. I am hoping to get it fixed and sent back fairly quickly. |
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Clay Weisenberg
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Sep 1, 2007 19:41:24 GMT
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Add me as a DV6000 user that is having the same issue. I have had two chat sessions with HP techs today and they have basicly told me to does the same things posted above. How do I go about getting to a case manager, to send this laptop back. When I bought the laptop, I paid extra for a Express service warrenty. I am hoping to get it fixed and sent back fairly quickly. |
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TL Fin
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Sep 1, 2007 22:03:48 GMT
Unassigned
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This will be of no help, but, for the moment, the wireless has started working again.... mucho bizarro! |
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Clay Weisenberg
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Sep 2, 2007 19:48:59 GMT
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This is what I have found so far. I have alsohad luck with a temporary fix.
If you load up in Safe Mode, the Broadcom network adapter is present in the Device Manager. So with that in mind, I would say the problem we are having is not hardware related. I believe it is a software/driver related issue, causing a conflict and making the device disappear.
A temporary fix, which has work for me every time so far is:
Bring the computer up in safe mode. Make sure the Broadcom Network adapter is in the device manager. Restart the computer and let it load normally and the wireless feature should work.. As long as the computer remains powered from the safe mode to normal mode, I have had no issue. Once the computer is powered down, normal mode XP will no see the Broadcom Network adapter until it is loaded in Safe mode XP. |
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TL Fin
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Sep 3, 2007 20:30:25 GMT
Unassigned
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Well, the wireless worked for a few hours, but it's gone again today. Tried going from safe mode back to normal, but no joy. |
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Charles Hart Enzer, M.D.
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Sep 3, 2007 21:05:02 GMT
Unassigned
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Update on my Repaired dv61105us:
They set up the laptop to boot from a Network.
I went into BIOS and changed the order.
What order do you suggest?
The WLAN is present but:
Takes minutes to find my router
Every few minutes looses my rounter
Quickly degrades in speed
When router lost, takes 5 - 7 refreshes to find router again
Ethernet connection to router is most speedy.
Suggestions? |
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Peter Kottmann
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Sep 4, 2007 08:55:42 GMT
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2-weeks ago, I contacted HP support (after I tried everything and repeated for them), the outcome being was I needed to send in for repair. They took all my vital details, and I was expecting to receive a box to send PC back. Fast-Forward 2-weeks, I never received shipping box. I contacted HP again, and was told repair order was CANCELLED because their records showed I had contacted them again to report problem fixed. (if they look at this forum, they'll see no one has a permanent fix without repair). I never called back. I mentioned I had copies of all chat logs, and they re-opened the case. So if anyone finds they need to send their notebook for repair., be sure to keep all logs/email and case numbers.
BTW, I backed-up and ultimately restored notebook to factory state, and problem persisted, so that did not resolved. |
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Grey Lancaster
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Sep 4, 2007 14:30:36 GMT
Unassigned
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Charles
Boot from cd/dvd first then hard drive, simply disable network
As far as wireless, my only thoughts are to try a diff router though I doubt it will work. I am getting ready to try SP1 for vista soon to see if that helps. |
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Charles Hart Enzer, M.D.
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Sep 4, 2007 15:21:08 GMT
Unassigned
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Grey Lancaster:
Thank you for the boot order.
I think that the wireless router is fine.
Sliding the WLAN control to the Right, turns on the WLAN.
Sliding the control LEFT turns off the WLAN.
These positions are reversed from the original set up.
HP Online Diagnostic Tools, System Check gives this Error for the WLAN card:
Test Failed. Check the LAN cable connection.
(LAN diagnostic (Broadcom 802.11b/g WLAN))
(Code=BHO4L-9D37K-3NM60-645OC-B0IG-1) |
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Paul Ferris
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Sep 4, 2007 17:30:09 GMT
Unassigned
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Having the same broadcom problem beginning 8/23 and not having any success with the fixes mentioned, I initiated a chat session with HP support. I began by describing problem and stating that I had tried many remedies posted on various website, e.g. bios/ battery / etc., and, knowing that the support tech was familiar with the problem, can we just fast forward to the remedy. She responded that she would ship a replacement. Process completed in about 15 minutes (call back and all).
We'll see. |
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Paul Ferris
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Sep 4, 2007 17:33:07 GMT
Unassigned
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uh . . . replacement wireless adapter. |
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TL Fin
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Sep 4, 2007 18:31:08 GMT
Unassigned
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Paul... I'll try requesting a "replacement wireless adapter"... What is the technical name for the adaptor? (We're not talking about a card, no?) Thanks! ;p |
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Grey Lancaster
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Sep 4, 2007 19:18:00 GMT
Unassigned
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Charles et al
I have yet to see anyone post that any replacement fixed anything. I know from other "events" that Broadcom just has problems. Mine is Intel though.
Are you running Vista or XP?
The cheapest solution is to just get a wireless card from Office Depot. Go ahead and Get pre N and a new router :)
http://tinyurl.com/3brsnz
Grey |
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Clay Weisenberg
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Sep 4, 2007 20:47:02 GMT
Unassigned
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My safe mode method has stopped working now. Appears my wireless card is totally dead in the water now... Anyone try to use a USB wireless adapter? |
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Nicholas Trausch
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Sep 4, 2007 22:05:04 GMT
Unassigned
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Well after fighting for with the WLAN, my Hard Drive fails only days later. HP sends me a new HD which I replace and get running with no problem, but still no WLAN. So then they send me a new WLAN adapter, which I replace but it does not fix the issue. So now my machine has been in the repair facility for 3 weeks and they don't estimate it to be delivered back to me until September 17th. I am furious. And speaking to techs who I can barely understand only infuriates me more. This is driving me crazy I actually kinda spazzed on a guy the other day, after I called for the 3rd day in a row and got a 3rd different answer on when my machine would be back. I think if the repair is going to take more than a month they should replace the machine with a new one. |
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Matthew Orman
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Sep 5, 2007 00:42:04 GMT
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Hey everyone, i posted earlier in the thread about having the wireless problem and I finally bit the bullet and contacted HP. My first contact was on 8/27/07. Described the problem to the rep, told him i had tried new drivers, bios update, re-installing the OS using the HP recovery DVD, and reseating the card. Those 4 things were all he needed to hear and he sent a new card my way. Maybe a 15 minute call and the next day on 8/28 the card showed up. I put it in and to no surprise, no fix. I called back, explained it didn't fix it, they immediately said I needed to send in the computer for service. That phone call was again, no more than 15 minutes and the next day on 8/29 the box to send back my laptop showed up. I packed it up, dropped it off later that day with FedEX and I got my computer back yesterday on 9/4. It would have come on Monday but the holiday hindered that. So in one week I had the problem solved. I have to give kudos to HP for a speedy fix. I wish all of you here had or will have the same experience. If you want to save time with tech support, just tell them the 4 things I mentioned above and they'll send you straight through to parts replacement.
Just so you know, when I got my PC back the checklist that came with it said they replaced the system board and for some reason they also replaced my built in webcam. By the way, they did reset my hard drive back to factory config so definately back up your data. Also, i didn't realize I left a CD in the drive went I sent it off. The service tech was nice enough to send it back with the laptop secure in its own plastic bag :) |
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Paul Ferris
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Sep 5, 2007 12:47:06 GMT
Unassigned
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TL Here is a cut from HP email:
Hewlett-Packard Customer Service Order:
Customer Service Order Number: KRY463-01
CSO Placement Date: 09/04/2007
Model Number: EZ456UA
Model Description: HP PAVILION NOTEBOOK PC DV
Serial Number: CNF6444CLC
Part Number: 407160-001
Part Description:
Mini PCI 802.11b/g LJ embedded wireless LAN (WLAN) card with Bluetooth
(Broadcom, Most-of-world
I suspect that I will be traveling down the same road as Matthew - sending in laptop for replacement of main board. Backing up isn't an issue, but going without for a week is a fate worse than death. |
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ddoyle56
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Sep 5, 2007 21:50:08 GMT
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This is a reply to Clay Weisenberg, and anyone else considering using a USB adapter to replace the WLAN card that went bad on a a dv6000 series laptop.
I went out and bought a Netgear USB adapter - WPN111 - and have had absolutely no problems with it. Prior to that, I went through the whole process that many in this thread have done -- updated BIOS, updated WLAN drivers, etc -- with a lot of frustration and no success.
Even though the laptop is still under warranty, I personally did not want to be without the use of my laptop for the time it would take HP to replace the WLAN card and/or the motherboard. But I suppose that's a personal decision everyone would need to make. Good luck... |
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Jose Tinoco
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Sep 6, 2007 09:07:04 GMT
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I have the exact same problem with the wireless. My notebook is a dv6045cl.
I tried upgrading to BIOS F.3A (the most recent one). The upgrade wasn't exactly flawless: BIOS update went OK, then the mandatory reboot started but Windows did not start, giving a blue screen and a "Your computer is not fully ACPI compliant" error. I had to use the non-destructive restore option to get the computer up and running again.
Right now it's using the F.3A BIOS version, but wireless still does not work. Worse yet, now the notebook fails when loading ROM BIOS during boot: it lights up, nothing shows on the screen, then the lights turn off and on again (indicating a reboot) then the lights go off and on all over again. The only way I can make the computer work is holding the power button for 4+ seconds, then it usually works. |
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Charles Hart Enzer, M.D.
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Sep 6, 2007 11:23:51 GMT
Unassigned
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Bad and Good News.
My Case Manager, Susan L did not respond for 3 days to my call and email.
Today, Laura ? called and said that Susan L was leaving. Laura claimed to be familiar with my case.
She did not know about the email and was wrong about the time left on warranty.
She said the repair shop that had my Pavilion dv6105us had many complaints and was now closed.
She offered to send me another Laptop.
I declined ANY of the dv6000 series.
She asked whether I wanted an OS of Vista or XP.
Hearing that Vista has problems with Wireless, I chose XP Professional.
She said I will receive in 2 weeks a Compaq Presario V6000TX.
I'll keep us posted. |
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TL Fin
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Sep 6, 2007 16:58:12 GMT
Unassigned
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Robert Grover
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Sep 8, 2007 01:15:23 GMT
Unassigned
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I, too purchased a USB wireless network adapter. Linksys G with SpeedBooster. Has worked without a problem since installation in early August.
Just tried an email contact with HP this evening. Haven't heard back yet. |
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Paul Ferris
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Sep 8, 2007 02:49:58 GMT
Unassigned
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Replacement wireless card arrived within 24 hours. Replaced it, but still have problem.
Seems like the best fix is either a Remington Wingmaster 870 or a S&W .357 . . . . |
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Pamela Ellars
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Sep 8, 2007 20:49:04 GMT
Unassigned
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Count me in too. I turned mine on this morning and the blue light has been gone ever since. The HP wireless assistant doesn't work. And a wireless connection isn't even an option for a connection. I have the dv6000. |
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m4xn00b
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Sep 11, 2007 18:05:47 GMT
Unassigned
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Hey guys, I'm back for a little update. it probably won't help but its nice to keep this thread fresh.
My wireless has started working again, just out of the 'blue' (no pun intended hehe). Anyways, this time its different. It started working well into a session (before it would sometimes [very very rarely] work right on startup).
I know that Adam is pretty confident that it is a hardware problem, but with this, I do not think it is a hardware problem, but rather a software problem. That being said, I could totally be wrong here.
I'm just reporting what I'm seeing and trying to help in any way possible. I will continue to report my findings.
And a message to HP, take care of your customers better. We paid good, hard earned money for YOUR defective product. We paid for the superior customer service, and we better receive it! Do not become another Sony! |
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John Meaney
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Sep 12, 2007 12:18:11 GMT
N/A: Question Author
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I'm still having problems...if I reboot it goes down but after I work on the PC for an hour or so it'll come back up. I need to send it in, but have no time to sit on the phone with support and get it squared...
now my battery meter starts at 46% and works down...
and take the rabbit off of this one...nothing's been fixed for anyone!! |
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Peter Kottmann
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Sep 12, 2007 13:55:20 GMT
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For anyone else who may have to send their notebook for repairs, the "EXPECTED" turn-around is about 8+ days, based upon following info im my case:
Defective Unit Receive Date: 09/10/2007
Expected Delivery Date:09/18/2007
I tried EVERYTHING including restore to original factory state prior to sending for services. Hopefully they'll resolve and I'll update what gets fixed/replaced. |
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RODOLFO GUTIERREZ
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Sep 13, 2007 10:50:56 GMT
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I have the same problem with my wireless card. I have a v6030us and 20 days ago the card is dead and the light is orange. I also have tryed all the fixes (BIOS,drivers,etc) and nothing has worked. Any help? |
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Conner Drew
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Sep 15, 2007 21:01:58 GMT
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seriously... why do the tech people on the phone NEVER speak english well. and the fact that HP hasnt figured out whats wrong with the dv6000 series of notebooks. has anyone found anything out yet? |
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Peter Kottmann
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Sep 15, 2007 23:17:39 GMT
Unassigned
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Expected Delivery Date:09/18/2007 NOW 9/21/2007.
I written "Engadget" suggesting that before they review another HP product, they ought to review HP's product problems. Namely, why so many of us are having a problem with the wireless connection...... |
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Peter Talanca
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Sep 16, 2007 14:57:22 GMT
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I had all the same problems as the rest of you with my V6310. I did all the calling, and finally, my case worker had them send me a new dv6565. What a gal she is, and no more problems with Broad-com network card. This machine is great, and uses an Intel Pro card.
I was taken care of BIG time, and in short order. I am one happy costumer. |
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Peter Talanca
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Sep 16, 2007 15:38:51 GMT
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Adam Geffner
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Sep 18, 2007 10:31:37 GMT
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Hey M4X,
I know I haven't been on for awhile.
So far, my wireless seems to still be working (Got my pc shipped back to me maybe a month or so ago).
Well, even though I said I believe it's a hardware issue, I don't believe it's as simple as "it works or it's broken". I believe it's a compatability issue between the wireless card they use, and the system board. Intermittant, and apparently "reviging from a sleep mode triggered it off for most".
I don't know better than that what the exact cause is. You and I have posted enough on here though to know that HP's reccomendations of updating driver, and bios, etc. doesn't seem to do the trick, although a few lucky souls have had some better luck and not needed to get their pc sent off to HP. |
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Toby Brown
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Sep 18, 2007 15:51:44 GMT
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Well just and update on my system i ended up sending my laptop in and about 3 weeks later they are now sending me a brand new machine with a lot of upgrades and another year warranty so my advice is to complain loudly and call them often if they pass the expected delivery date call them and complain i did this and they ended up giving me some excuse that the parts where on back order and that i could wait for the parts to come in or i could get a new machine i picked the new machine.. hope this helps you guys out.. |
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Charles Hart Enzer, M.D.
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Sep 18, 2007 23:34:32 GMT
Unassigned
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Jim J Jackson
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Sep 19, 2007 00:44:59 GMT
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After not hearing from my case manager for 2 weeks. If you remember he was going to send out a new computer. I called every day last week. Finally called our companies corp. account manager. He set some fires and is finally getting something done. Be worried if you get a case manager named Rick Moss. They are going to send out a different model of laptop. |
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Jose Tinoco
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Sep 19, 2007 08:02:37 GMT
Unassigned
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Not so fast, Charles.
I checked the link you mentioned. Yigit is having the same problem all over again.
Let's face it. The DV6000 series is flawed by design. |
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Charles Hart Enzer, M.D.
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Sep 20, 2007 00:08:56 GMT
Unassigned
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Monday the replacement for the bad dv6105us arrived:
A Compaq Presario V6000TX with a Intel(R) PRO/Wireless 3945ABG Network Connection.
This is the only laptop with XP Professional according to my Case Manager.
I am happy with the specs and the machine.
I have spent three days reloading programs and data.
I have been cleaning out the Registry with Registry Mechanic:
http://www.pctools.com/registry-mechanic/
I was impressed with Gizmo's review:
http://techsupportalert.com/issues/issue148.htm |
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Owen Riparip
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Sep 20, 2007 01:07:55 GMT
Unassigned
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count me in guys!!! my dv6119us broadcom wireless card stop working yesterday. |
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Michael Hook
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Sep 20, 2007 16:05:58 GMT
Unassigned
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I've been having intermittent wireless problems for the last couple of weeks. Initially put it down to my dodgy overhead BT lines. Didn't click that WLAN was disappearing, totally random.
What strikes me is that the laptop has been pretty good up until a week or two ago, even survived a two week trip to the states early July. Then I installed some updates ! I don't often bother with updates. It just seems so coincidental, I can't believe it's not linked. Trouble is don't know what was updated. Has anyone else linked their problems to updates ? |
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Vinicius Zolin
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Sep 20, 2007 17:20:32 GMT
Unassigned
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Gentleman
I was having that problem for a while, HP Support was worthless, and what solved it was my friends U3.
That kind of flash drive have a avast! anti-virus, and it scanned my pc and found several trojans.
The Norton that comes with de notebook could'nt found a thing.
So a fast download of the AVG Anti-virus AND ANTI-ROOTKIT, solved the problem.
I doubt that this is the case of everyone but I be it will solve it for most. |
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Peter Kottmann
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Sep 20, 2007 19:14:30 GMT
Unassigned
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My notebook is back from HP repair, and this is what they did....
The following items were repaired/replaced:
- System Board
- CPU Central Processing Unit
- Thermal Pad
- EEProm
- Flased BIOS (now shows as version 3.8)
BTW, it arrived at HP on 9/10, and back in my hands 9/20. Since I had restored notebook to factory setting just prior to sending in for one last attempt, I found they did not bother to bring system current. I've since updated, and noticed that the Broadcom drives were updated. I assumed they would have applied any updates before sending back, but everythings seems OK for now...
Pete |
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CHARLES MARTINAK
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Sep 21, 2007 07:08:14 GMT
Unassigned
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My wireless stopped working September 12th.
This is the second time.
I had the problem back in April. HP sent me a new broadcom modem. It worked for a week. The problem reoccurred and I sent the DV6040ca back to HP twice in that time frame. I'm told it was a mother board replacment at that time.
Looks like I'm going in for round two.
Chuck |
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CHARLES MARTINAK
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Sep 21, 2007 17:15:21 GMT
Unassigned
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This is round two for me.
I had the problem in April and it was resolved by a motherboard replacement. The same problem has reoccurred September 15th.
I am presently using the workaraound using the standby mode and it has been working for two days. I expect the situation to deteriorate as it did the last time.
Chuck |
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Tamsen Burns
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Sep 22, 2007 06:30:08 GMT
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I purchased my DV6000 in late Aug of 06 and in early Aug 07 it was shipped to HP to resolve the published motherboard issue (http://h10025.www1.hp.com/ewfrf/wc/genericDocument?docname=c01087277&dlc=en&lc=en&cc=us). Shortly thereafter my warranty expired and this week (Sept 07) my WLAN adapter disappeared. Dealing with HP tech support over the last two days has been HORRENDOUS. It was an exercise in total frustration. I have completed ALL the so called fixes and nothing has solved the issue including a system restoreâ¦now my PC is wiped clean and it still did not solve the issue. Now I get to spend hours and hours restoring all my stuff (if I decide not throw), in addition to all the time Iâve already wasted trying to troubleshoot this issue myself and being on the phone with HP tech support. Whatâs worse is that based on what Iâve read on the forums on this issue it doesnât appear that there is anything I can do, or spend money on replacing, to fix this issue in the long run so I guess I am screwed. I have also read posts of USB Wireless Adapters failing in these PCâs over time. Thirteen months ago I spent $1800 on this notebook and now I have no wireless access on it and no way to fix it. In addition, I am seeing posts about Display issues with these PCâs so I guess I have that to look forward to as well. I completely regret purchasing this notebook. My profession is CommData sales and I am a top rep for a Fortune 500 distributor. My territory is all of CA & NV and I handle all the major wireless and cable TV Service Providers, Cell Tower Contractors and Outside Plant Contractors. Lotâs and lotâs of people are going to hear about my experience with HP and this forum of people! |
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mike McNau
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Sep 22, 2007 07:38:44 GMT
Unassigned
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Well, I did first purchase my dv6000 July 2006. I sent it back three times for repair.
It was then replaced. The problem started again reciently. I made one call to support
and they immediatley gave me to a case manager. I must say I was pleasently suprised. They understood and replaced my notebook with a very nice upgrade dv6500t.
I am yet to recieve it but the manager was great. His name was Shawn. Most times I think being polite can go a long ways. |
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Fan Xu
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Sep 24, 2007 20:30:33 GMT
Unassigned
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All,
I bought a dv6000 last Sept from Costco and my wireless stopped working in March. I called HP support and sent my notebook back to them for repair.
I got it back in May and it worked fine for 4 months and it is broken AGAIN. The bad news is that I was told the original warranty is expired and the warranty for the repair is only for 3 months which is also expired!!!!
Here are problems:
1. This is definitely HP/Broadcom hardware problem.
2. The wireless card works only for 4-5 months. For these people who send notebook back to HP, please be prepared that it will be broken again in about 4 months!
We should ask HP to recall this problem and extend warranty on this particular issue! |
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Charles Hart Enzer, M.D.
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Sep 24, 2007 23:35:23 GMT
Unassigned
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My Case Manager allowed there is a major problem with my Pavilion DV6105us.
She sent me a replacement Presario v6000tx and agreed with how I configured it with features.
She was courteous, friendly, reaching out.
Hopefully, she would tell you that I was courteous, friendly and patient.
I chose this particular laptop because it is the only one they now sell with XP Professional. |
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Fan Xu
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Sep 25, 2007 19:44:00 GMT
Unassigned
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Charles Hart Enzer:
Can you send me her(your case manager) contact information? I think she understands this issue better!
Thanks!
Fan |
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Dave Brock
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Sep 26, 2007 09:01:13 GMT
Unassigned
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I hate to throw a confusion factor in but I have a similar problem with a DV 9000.
Background:
A few weeks into ownership the LCD back light failed. HP replaced the damaged item in a speedy fashion. A few months into ownership the wireless connectivity began to intermittently show (and not show) in the wireless assistent. After a number of technical support calls in which they updated bios, rolled back the system to earlier restore point etc HP accepted the DV 9000 back for repair. They re imaged the hard drive and tested the system. Of course no parts replaced. Immediately after receiving the DV 9000 back the wireless card disappeared. I called support and they tried to roll back to earlier settings flash the bios etc. Of course they could not because the drive had just been re imaged. The case manager called me back after a few day or so and I relayed my story to him. By this time I had restored the system using the HP partition recovered wireless service and lost it again several hours later. The case manager is shipping a new wifi card but I doubt it will be a long term solution. It sounds like the same saga you guys are having with the 6000 series computers. I thought it might be worth sharing since I saw no other 9000 owners involved in the string so far. |
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Rai Lynn
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Sep 30, 2007 23:26:44 GMT
Unassigned
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Well I posted a while back of having the same wireless problem with the dv9205us.
..So you aren't alone in this one with the 9000 model..
I also seem to have a problem with the webcam not starting up in the quickplay program.
But thats a whole other story.. |
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mary clement
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Oct 1, 2007 18:12:01 GMT
Unassigned
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Well add me to the list of victims. Last week I was using my computer on campus, and put it to sleep while I drove home. When I turned it back on the wireless would not work. Of course I tried all the standard quick fixes: reboot, flash bios, restore...obviously nothing worked. Then I found this thread(and the others) and tried all the suggestions everyone else had about new drivers, safe mode, battery, all with no luck. So finally called tech support, more for the documentation than because I thought they would be able to help. Went through his spiel...until he got to reformatting my hard drive, which I refused to do.
Instead I went out and bought a usb adapter which worked fine. Called HP back and demanded a new wireless card be sent. I was told that they could not do that, so I asked to speak with a supervisor. The girl put me on hold for about 20 minutes and then came back and told me she was going to go ahead and send one out to me.
I got it today, and no surprise...it did not work. Unlike some of you guys, I have not been able to get a blue light since it originally disapeared. Installing drivers never works, its as though something is physically blocking the computer from recognizing the adapter.
Once again I called HP and demanded to have my case escalated. I am a computer science student and cannot afford to be without my computer, I told this to my new case manager and after a long pause he told me I could take my pc to circuit city or best buy and have them fix my computer and he would reimburse me. Color me surprised(not that either of those places actually replaces motherboards) ...anyway, I asked for that in writing, he got offended and said he had given me his word. (LOL like that means anything!) I got disconnected and of course I could not get him back on the line.
I did call a local repair shop in town and the guy told me to get that in writing and have a lawyer look it over becayse he has never heard of such a thing.
I think HP needs to just ship out replacement PC's, given that even those who have new motherboards are having problems 4 months later. |
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Dave Brock
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Oct 1, 2007 19:12:52 GMT
Unassigned
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I have given up trying to figure out what the problem is. Hopefully HP will cook up a fix of some kind. Each of the tech folks and case managers have been pretty thoughtful. I think the tech support guys even feel bad about things.
Since the tech support process stops unless you follow instructions I finally gave up and reformatted the hard drive (unlike Mary). I also purchased a USB WIFI card so I could keep working. But now that I have reformatted the drive I do not have the software I need without reinstalling it. I hate to do this without having a fix; somehow I feel another reformat request coming. Without a second computer things would be pretty frustrating. |
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Sergey Gubanov
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Oct 1, 2007 23:40:35 GMT
Unassigned
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Hey guys,
I have bought Compaq Presario V6133CL Notebook and I 've got the same problem 2 months or so.
But anyway tanx to Martin Tudor and I've tried his idea:
"go to:
start>all programs>accessories
right click command prompt and then left click on run as administator
in the window that opens enter at the command prompt: sfc /scannow
this will scan all your windows operating system files and will replace any corrupt files and registry entries"
- Now everything working!!!!
Anyway add me to the list of victims too. |
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mike McNau
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Oct 6, 2007 09:40:49 GMT
Unassigned
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Well,, here goes. Sent frist one in three times, then they finally replaced it. Second
laptop ran for 6 months. Then wireless card issue again. They replaced it with a dv6500t.
special edition. Supposed to have 2GB ram. Its has 1GB. Supposed to have 160GB drive.
It has 120. Supposed to have OS dvd.. It doesnt! The p/n on the bottom is different than the p/n found in the HP system information... o.O What is that! OK so I got 2 laptops here now. supposed to send one back LOL This is unreal. The time I have spent on this is unreal.
LOL......... I give up :( |
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Loree Devery
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Oct 6, 2007 12:05:01 GMT
Unassigned
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I purchased a dv6225 notebook in February and it worked fine until about two weeks ago when the amber light would not switch to blue and the computer failed to recognize any wireless networks. I found this line of postings and concluded that I did not have the time or patience to deal with trying to get HP support, and would just purchase and install a new wireless card myself. When I went to install it, I discovered that the existing wireless card is screwed in so tightly that I can't remove it -- even with a small, special screwdriver. Very frustrating.
Has anyone else experienced this problem and have suggestions on what to do next? Maybe take it to a computer store and have them do the installation with better tools?
Has anyone else tried the "Martin Tudor" "scannow" method of fixing this problem? If I try that, will it mess up other aspects of my computer? |
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Loree Devery
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Oct 7, 2007 15:50:09 GMT
Unassigned
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Never mind. I realize now (after more carefully reading the earlier posts) that replacing the wireless card will not solve the problem. And, while I ended up being successful at getting the screws out and making the physical replacement, the "fix" did not work. No surprise. I save the perpertual amber light. I still can't get the wireless feature to function. I am still resisting dealing with HP Case Managers and Tech Support because I really do not want to spend hours on the problem. |
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Stefani Geilhausen
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Oct 7, 2007 16:43:32 GMT
Unassigned
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So "Add me" is the phrase, months after you opendes this thread. Regards from Germany, where I spent a sunny sunday trying to fix my notebook (dv6000, as you might've guessed).
Wirless vanished yesterday, reapeared after a couple of restarts, worked fine until I put computer and myself to sleep. No blue-light, no wireless-assistant, no "connections in reach" (or whatever the item is in correct english).
Funny: Since there are so many helpfull advices like "wireless doesn't work, what to do? - enable it!", I thought, I was the very only person to have this "My wireless isnt there at all"-prob.
So I spent hours trying, updating bios, restoring windows xp, finally backing up data and reset the machine back to it's virgin out-of-store-state.... and after I finally found back my old usb-adapter I spent hours and hours reading this thread-
At least it made me regain some selfrespect, since I really had believed it was somehow MY fault ;-)
btw: with the usb-thing my internet-connection hasn't been shot down half as much than it dit with the internal broadcom wireless. In fact: it hasn't at all, while the hp-thing used to cut me off once an hour or so. But that can#t be the solution for a 9 months old notebook????
Can't wait to find out how german hp-people handle the case. I'll let you know.
PS: If you find any mistakes in my post (you likely will) - just send 'em to hp. ;-) |
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Aditya Sharma
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Oct 8, 2007 10:20:44 GMT
Unassigned
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Hi,
I bought my dv6646us yesterday from curcuit city and the wireless broadcom adapter does not work. I have ruled out my routers as the problem ( I have installed both my us robotics and my old netgear router). My old laptop is OK on the wireless network, the new HP Pavilion dv6646us just does not connect.
I was up last night with HP - on line Chat, they just asked me flash my bios, update my broadcom driver - but nothing helped. They then asked me to restore the laptop to the factory settings. I will do that today.
Looks like there are problems with this laptop........ I will take it back to Circuit City and return the PC. Hopefully they will not charge me the restocking fee.
Will update the post after I make a decision.
I am not happy with HP AT ALL. |
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mary clement
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Oct 8, 2007 16:02:29 GMT
Unassigned
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I have emailed and called my case manager and am getting absolutely no response from him. I am getting very fed up with this whole situation. I want to email anyone and everyone who has anything to do with HP and complain.
---------------------------------------------------------------------------------------------------------
PS: Thread posts have been edited adhere to forums guidelines. For more information about forums etiquette: http://www.hp.com/bizsupport/ITRC/forums/forums.etiquitte.html - Forum Moderator. |
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Dave Brock
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Oct 8, 2007 21:06:12 GMT
Unassigned
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Toby,
Do you know if anyone has loaded Linux or ran a live CD of Linux and spotted the card? I see in this thread where you asked this question in July. I never saw anyone answer.
Dave |
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mary clement
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Oct 9, 2007 06:38:37 GMT
Unassigned
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This is the page discussing proper message board behavior
Attention: Following are the guidelines for participation in the HP Business Support Forums. They are intended to provide you guidelines for appropriate conduct and message content submissions when engaging in the online community. Using the HP Business Support Forums indicates you accept these terms. If you do not accept these terms, do not use the HP Business Support Forums.
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Threatening, defamatory or abusive posts, either between forum members or directed towards an HP moderator, employee or management.
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Language that promotes illegal activity or discusses illegal activities with the intent to commit them.
Unauthorized copyrighted material.
Advertisements or posts that contain any form of commercial solicitation.
Spam messages or posts repeated on various boards and folders with little or no reference to relevant topic.
Personal phone numbers and addresses (to protect privacy).
Personal e-mail addresses that are not your own, including, but not limited to, personal HP e-mails.
Vulgar, obscene or indecent language, information or images.
Hyperlinks that lead to sites that violate any of the forum guidelines.
Posts that solicit or promote the use of an illegal substance.
The dissemination of computer viruses or other destructive material.
Posts where a person impersonates another person or affiliation with an entity, including, but not limited to, HP.
Please note that the CEO email is a public email, not a private one and everything in my post was on topic, as this topic has YET to be resolved. I did not threaten anyone, and I think it is ridiculous that the only reason a "moderator" comes around is to make sure we don't get any closer to resolving this issue. |
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ne_moose
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Oct 9, 2007 06:58:01 GMT
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I find it very interesting that the moderator can delete any reference to the CEO email, but cannot do anything to point out to their superiors that there is a serious problem that is not being addressed.
In my dealings with service they consistantly block me from getting to higher management. Funny how many people mention getting disconnected while discussing this issue with support.
Go to HP.com and click on contact hp at the bottom of the screen. Under email HP, there is an other questions/feedback option. Once there you will see the email to Mark. |
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Toby Brown
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Oct 9, 2007 11:06:51 GMT
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I did try loading linux both live and install linux OS did not see anything in fact it gave us a lot of error indicating that many things where broken or not working if your really in need of your laptop go out and buy a network card but if you want to be without your laptop for about a month send it in and then make them replace the unit that is how i got a working laptop again...
best of luck to you all |
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NATE NYGREN
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Oct 9, 2007 19:42:36 GMT
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Well, despite having my open letter to the CEO deleted off this forum, I did receive a response from the CEO's office today:
On behalf of Hewlett-Packard we apologize for the delay and difficulties
you are experiencing.
Your message has been forwarded to our Customer Escalation team who will
review your case.
Thank you,
CEO Customer Relations |
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Dave Brock
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Oct 10, 2007 06:56:48 GMT
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Toby,
Thanks for replying. The information was helpful.
Dave |
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ne_moose
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Oct 10, 2007 17:05:37 GMT
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Just so everyone knows, about a week after sending an email to the Chief Executive Officer, I received a phone call from a case manager. Previously I was not assigned a case manager. After a five minute phone call she agreed to send a box for shipping. The laptop was back in my hands in about a weeks time with a new motherboard and has worked ever since.
So, in about two and a half weeks time I had a fixed machine. This was after fighting with support from June to Septemer.
Good Luck. |
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mary clement
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Oct 10, 2007 19:27:35 GMT
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I also got a response yesterday after emailing the CEO, and today my case manager called me. Since I absolutely cannot mail in my computer right now because of school, he gave me a new 2 year warranty. This way I can send in my laptop when I am on break, and I don't have to worry about my warranty running out while this process is dragged out. Not the best situation, but better than nothing I suppose. |
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Bill Mezian
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Oct 11, 2007 13:21:57 GMT
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I recently bought a DV6449us with Vista. Although I have not experienced the problems others have with the broadcom card not being found, the connection throughput has always been bad. I have an 8Mb internet connection and the broadcom chip would only rarely connect at top speed, often requiring several reboots to do so.
If I even attempted to do anything on the system until everything had loaded (a 12 minute process) my connection speed using my ISPs speed utility would fall somewhere in the range of 300K rather than 8M. Even if I managed to get a good connection, it the system went to sleep or hibernate, the connection never came back to operational level. I did everything imaginable including swapping out access points (I am located 8 ft. away from the router), drivers, driver settings including band preferences, fragmentation thresholds, etc. and nothing worked. Bottom line, I believe the broadcom 4321AG card in this system is a piece of crap. I have no problems with any other systems on my network using Atheros, Dlink, Netgear and MS adapters.
I just installed a Belkin F5D8073 expresscard and the connection is operating perfectly. I had to download updated drivers from their web site for Vista (that they state are beta drivers) and there hasn't been one hitch. I disabled the broadcom hardware in device manager. The Belkin expresscard ran about $70 and was worth every penny to put an end to the hours I was spending on a daily basis just to get a good connection.
I have a question for anyone who has replaced the broadcom card from HP. Is it a standard expresscard that plugs into the wireless slot on the front of the system? If so, I would love to yank the broadcom out and plug in the Belkin and still have use of the one expresscard slot on the side. Any help is appreciated.
To HP I only have one thing to say. This is enough of an issue that you should replace the broadcom cards with a chipset that works, and issue new cards, or provide a recall, whichever the system owner decides. |
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NATE NYGREN
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Oct 11, 2007 15:48:46 GMT
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OK, so for you two that emailed the CEO and got a case manager to call (I haven't yet), the 3 questions I have and I hope you asked are:
1) What happens (x number of) months down the road when the issue re-occurs? Gonna replace it with yet another lemon board?
2) Will you then believe me that this is a configuration prone to failure?
3) How much should I expect to be paid for being a part of your testing and troubleshooting team since I did most of the research into why this is happening?
-Nate |
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enigma 0Z
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Oct 12, 2007 11:21:10 GMT
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The laptops that I have had were both dv6000z (AMD). First question is has anyone had any issues with the Intel laptops? They have an intel wireless card, processor, and mainboard chipset, instead of AMD processor, nVidia chipset, and Broadcom wireless.
I too have been having the same issue.
February of this year, the wireless card died--disappeared without a trace. No dice in Windows or Linux. So, after going through the motions (drivers, reinstall, wash, rinse, repeat), I sent it in.
About a week went by, and I still did not have my laptop. It was "in transit" according to FedEx. Another week went by, and the laptop was in worse shape than when it started. There were several plastic panels that weren't snapped in on the laptop and the screen was not working--black screen, green vertical lines, random blanking, among other things. So, I shipped it out to them again.
Received it within the week. According to the repair tech, the green lines were fixed with software. Yeah right. Sure enough, they came back again. By now, even the FedEx guy was making comments about my frequent shipments.
So, a week went by, and the "expected" repair date with it. They did not change it on the website (it is now late april, early may). The case manager doesn't know what's going on, and the repair center says that there's a part that has been backordered...
So, I managed to contact HP corporate, and I get a replacement laptop within the week.
Fast forward four months (about the same amount of time that I had the laptop last time before it failed, shorter actually). The wireless card is playing hookie again. No card in Windows, no card in Linux. (therefore) I know that it is not a driver/BIOS issue. It was working fine at school, and then it vanished next time I booted up.
So, what I am going to do now is ask for a replacement laptop of a different model. Specifically the dv6500 with the intel chipset/wireless.
So, has anyone had any problems with intel laptops/cards? |
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NATE NYGREN
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Oct 12, 2007 13:29:36 GMT
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Mine's the AMD/nVidia combo board. |
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Dave Brock
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Oct 12, 2007 17:02:55 GMT
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My DV 9000 was AMD/Nvidia/Broadcom wireless card |
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enigma 0Z
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Oct 12, 2007 20:45:02 GMT
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Thanks, you've given me hope.
(in addition to what chipset you have), has anyone here had complaints about the Intel chipset laptops? |
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Bill Mezian
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Oct 12, 2007 23:48:41 GMT
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Just a further update on belkin expresscard. It continues to operate flawlessly. Getting full bandwidth throughput. Waking from sleep and hibernation, the connection is still sound (although the mouse wheel gets problematic).
Does anyone know the answer to my previous question about the connection to the internal broadcom card? I would appreciate a response to know if it is worth it to open the case and remove the card. |
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Dave Brock
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Oct 13, 2007 05:54:29 GMT
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Bill,
I am not sure I can fully answer your question but...I reseated and eventually replaced the wireless card with a new internal one. Neither action changed anything. The internal card is a mini PCI card I think.
I have installed and utilized a USB wifi card which worked fine and maintained a persistent connection. However I have read that this solution eventually failed for others.
I have not used a PC express card, though I do have a PC express slot.
By the way there is at least one other thread on this topic. |
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Bill Mezian
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Oct 13, 2007 07:37:09 GMT
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Thanks for the reply Dave. The width and height of the front opening for the internal card appear to be about the same dimensions as the expresscard. I would imagine it is actually a pci express socket for both connections, the question being whether an external card can be plugged into the space with the internal removed.
There appear to be a limited number of expresscards on the market since it is a new interface. I have had good luck with Dlink gear in the past but was unable to find one locally, and opted for the Belkin, which I am quite happy with. I'll keep this thread posted to the status of this solution. Seems to me HP should make another chip available, maybe an Atheros. |
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ne_moose
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Oct 13, 2007 09:08:19 GMT
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I believe the the problem is only with the AMD/Broadcom combination. If anyone is having a problem with the Intel please post. Of course we probably won't hear from them so they aren't having the problem.
Hey Nate as to your questions, I have tried every fix posible, and followed both of the threads since June. Yes, I have the same questions and concerns about what happens if the problem reoccurs within six months.
What would you suggest. I finally had a case manager who was willing to repair my pc. Should I have demanded a differant pc, perhaps one with an intel processor? I have kept all my documentation, and if and when the problem returns I will go to war.
About the only hope that we all have is to have as many of us as possbile to post to the CEO. Like I said, after emailing the CEO I had a working repaired machine within 3 weeks with no questions asked. Is it permanent, who knows. |
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ne_moose
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Oct 13, 2007 09:32:21 GMT
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In reviewing the paperwork that came back with my laptop, I noticed that HP replaced the system board and the thermal pad. Anyone know anything about the thermal pad?
Also, for those who have received repairs what did HP replace? Do they have a real solution or are they just doing trial and error?
Dave |
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enigma 0Z
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Oct 13, 2007 12:29:09 GMT
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I think that it is a bit of trial and error...
The thermal pad is probably a heat pipe. If this is a faulty part, then perhaps the computer is heating up too much and the motherboard/pci express chipset are getting fried, thus ruining the motherboard?
According to what I've read about heat pipes, they are very efficient, but if their contents get too hot (eg. vaporize), they are only as effective as the metal they're made out of - in other words, they're good to a point, and then really bad. Perhaps it is part of the problem?
(oh, as an aside) I upgraded the BIOS on my system just the other day. It didn't make the card come back, but I booted up a Linux DVD and it showed up once... and then it was gone again. |
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Dave Brock
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Oct 13, 2007 21:19:12 GMT
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Bill,
Just to make sure I understand correctly. You are indicating you replaced the HP integrated WIFI card with a Belkin mini PCI express integrated WIFI card that you purchased and things work?
And oh yeah I think you might be right
Wikipedia has an entry on mini PCI express cards - http://en.wikipedia.org/wiki/PCI_Express_Mini_Card
Thanks
Dave |
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Bill Mezian
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Oct 14, 2007 07:30:56 GMT
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Dave,
The expresscard is currently in the slot on the side, not replacing the internal card. I turned off the switch on the internal card and disabled it in device manager. The belkin works great, but I didn't have the problem of the internal card disappearing, just performing like crap.
I asked the question I did to see if anyone knew if the interface/size of the internal broadcom card would allow yanking it out and replacing it with the belkin. I figured it is better to ask first then take the cover off. If it would work, the antenna portion of the belkin would stick out from the front the same way it now does on the side (about 1") but at least I'd still be able to use the expresscard slot and have a working connection.
I can't believe with this many problems HP hasn't come up with an answer yet. |
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ne_moose
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Oct 14, 2007 08:11:20 GMT
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The ineternal wireless adapter is a "mini pci express card".
Dave |
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Fausto Rodriguez
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Oct 14, 2007 11:58:33 GMT
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Oh, and, just an addition. Normally, under the device manager, my network card is missing. I tried starting it in safe mode, and it's there! Simply restarting again in normal mode again, it disappears again.
Interestingly, if I disable the card in safe mode, and return to normal mode, the card shows up in the device manager (still disabled). Enabling it, and the card disappears.
Somehow, though, by a combination of disabling and enabling in safe mode, or something like that, the light turns blue again in normal mode. It then disappears only once I sleep/restart again.
Meybe we can find a temporary fix using safe mode? I'll keep experimenting, but am I the only one seeing it there? |
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David Cedeno
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Oct 14, 2007 13:04:49 GMT
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Hi everybody.
I'm another victim, I bought my pc in January in France it is a pavilion dv6120eu and it worked fine just for four month.
I have been following the forum for the last two months, trying to find out how to fix the problem with the Wireless adapter.
In my computer it works sometimes after enable the Network boot options, and in some cases it just start working by itself. But most of times the light is orange and I can not see the Broadcom adapter. I see it about once a week
The problem for me is since I live in Venezuela and hp says they can not fix my computer because I bought it in France so I have to go there in order to use the Guaranty.
David |
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Kate Carney
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Oct 14, 2007 19:47:35 GMT
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Count me as another victim. I have been watching this thread since June, hoping for a more simple solution than dealing with case mgrs/sending in PC. I have had my Compaq v6110 since last April, and withing the first few months, the wireless assistant would often become disabled at start up or when asleep/hibernating. I could always work around this by just restarting the computer, so I sort of limped along hoping for an easier fix.
Finally, a strange thing happened. My WLAN indicator light and icon in the server tray seem to show that the Wireless Assistant working, but I just can't connect to the internet. No amount of restarting has helped - it seems to be permanently out of commission. All other computers in my house are working fine with our DSL line.
So, after finally forcing myself to sit down and start the arduous process of working through Compaq's bureaucracy to get my motherboard replaced (upon the recommendations of this forum), I have gotten this message from Compaq: Due to technical problem, our phone system is not working.
G. |
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Bill Mezian
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Oct 16, 2007 15:35:47 GMT
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Where does one find the email address for the CEO? |
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Dave Brock
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Oct 16, 2007 19:37:19 GMT
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Hey guys just thought I would let you know that my DV 9000 remains broken. I have not heard from my case manager for days. I have left voice mails whenever the box was not full. |
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JasonWilliams
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Oct 16, 2007 22:05:05 GMT
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Well,
Add me to the list with a dv9210us. It quit working a few weeks ago. I didn't sweat it and picked up a new mini-card (not having read any of this forum until today). The new card did not work. I guess I will keep an eye on this forum for future solutions. I really don't want to hassle with support. Fortunately, I can still tether my blackberry as a wireless connection.
Thanks to the few of you who have persistently worked this issue!!
Jason |
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Bill Mezian
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Oct 16, 2007 23:37:12 GMT
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Although I have not had the problem with the wireless card disappearing, the performance is so crappy that it is not usable. The outboard Belkin expresscard that I am using still had not missed a beat. It connects well, great throughput and returns from sleep or hibernation properly.
I have disabled the internal broadcom card along with turning it off, and have disabled HP wireless assistant as that is also an unnecessary step.
I have also emailed the CEO to express mi disappointment in the way HP has handled these issues, and in the HP product. |
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Bill Mezian
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Oct 16, 2007 23:37:21 GMT
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Although I have not had the problem with the wireless card disappearing, the performance is so crappy that it is not usable. The outboard Belkin expresscard that I am using still had not missed a beat. It connects well, great throughput and returns from sleep or hibernation properly.
I have disabled the internal broadcom card along with turning it off, and have disabled HP wireless assistant as that is also an unnecessary step.
I have also emailed the CEO to express mi disappointment in the way HP has handled these issues, and in the HP product. |
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Boris Dzyubenko
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Oct 16, 2007 23:58:33 GMT
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I have not read this long and (unmanageble thread), so maybe you guys already discussed it , but:
Is this a problem with the broadcom card or with the mini-pci-express slot?
If it is the problem with the slot you would not be ale to replace the card and this would majorly suck. |
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Bill Mezian
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Oct 17, 2007 00:10:29 GMT
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The slot wouldn't explain why the connection properties of my broadcom card suck, and should have been corrected with the motherboard replacements HP has done to some systems. |
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Boris Dzyubenko
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Oct 17, 2007 00:55:54 GMT
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Dave Brock
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Oct 17, 2007 06:25:24 GMT
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Boris,
HP sent me a new card and I replaced it. No was change in the status after install. Summary - new card meant nothing to me. However I was glad they did send it as it helps eliminate items. |
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ne_moose
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Oct 17, 2007 06:26:40 GMT
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Be careful of the Intel Cards. I ordered one and when it arrived it was only good for Intel processors. Has anyone found another PCI Express mini wireless card that will work with AMD?
Dave |
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Boris Dzyubenko
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Oct 17, 2007 13:45:07 GMT
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This is interesting. I had the card come back to life 2 times now, only to disappear after the next reboot.
I was loading the CPU to the maximum for a while, and after the laptop heated up, the card appeared again. I had the driver un-installed, so it detected it as new hardware. After driver re-installation I was able to use the card for about half an hour.
When I rebooted, it was gone again.
My question is: is this a problem with the card or a problem with the mini-pci-express slot.
I just ordered a new wifi card from ebay.
If it is the problem with the mini-pci-express bus, then I am out of luck and would have to go with a f**cking usb dongle... |
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Fausto Rodriguez
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Oct 17, 2007 22:31:31 GMT
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Alright, I just tried going into "Safe mode with networking", and once in there, went to the control panel -> system -> hardware -> device manager, and went to the network card (which was the only thing under network adapters). I disabled the adapter (note, not the wireless, that wasn't showing up), and then turned it back on. Then restarted the laptop, in normal mode, and my wireless was back! (Note, I left the switch in the on-position the entire time.)
I am afraid to turn it off, does anyone want to see if that works for you as well? I'm almost positive it will disappear when I restart again, and I don't know if I'll get it back. |
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Bill Mezian
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Oct 17, 2007 23:40:25 GMT
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I ran into a source for pci express networking cards at http://www.netgate.com/index.php?cPath=26_34.
I've always had good luck with the Atheros card in my toshiba laptop and would sacrifice the draft-N for a super G card that works.
Here are the kickers.
Problem 1. The type of antenna connector is important-- the types listed on two atheros cards are MHF and MMCX. I have no idea what kind the standard broadcom card has to match it up, and info on the broadcom site not helpful.
Problem 2. other cards may be locked out in the BIOS. I found the following information also:
HP/Compaq as well as DELL and other manufacturers built a whitelist of allowed vendor ID's into their BIOS. As a result you can only use "their" cards and accessories which usually come with a price premium. When trying to use a 3rd party card you will only get the infamous 104-Unsupported wireless network device detected error message and the notebook will refuse to boot.
The only answer to this is hacking the bios, which I am not prepared to do. Does anyone have any insight as to whether the dv6000 series has a whitelisted bios, and what type of antenna connector the stock broadcom card uses?
On another note, I received a canned response from CEO customer relations that my email has been forwarded to the "proper people" for review. I'll hold my breath... |
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Boris Dzyubenko
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Oct 18, 2007 02:14:32 GMT
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I just attached the photo of the card that I pulled out of my laptop. |
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Bill Mezian
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Oct 18, 2007 09:56:54 GMT
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Thanks for the picture Boris, that helped a lot. the link I included in the earlier post appears to be mini pci cards not mini pci express. I have emailed info @ atheros with a picture of the card to see if they make anything that can be used in place of the broadcom.
Then we have the other issue of the BIOS rejecting the card. Anyone have any insight on this, or a contact at support that would honestly answer the question? |
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Prince Waite
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Oct 18, 2007 18:01:16 GMT
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I am a jamaican and I have the same rassclaat problem. afta about 5 months the damn thing stop wuk. i dont have a damn clue what to do. tell mi what a gwaan. |
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Boris Dzyubenko
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Oct 18, 2007 19:43:52 GMT
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To reply to Fausto Rodriguez, who is a douchebag:
You can clearly see 2 antennae connectors on the mini-pci-express card. On ebay, all of the mini-pci-express that i have looked at have those antennae connections. They seem to be a standard.
Fausto Rodriguez, are you blind? |
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Gregory Gammill
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Oct 20, 2007 15:51:54 GMT
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Add me to the list. My compaq presario dv6000 wireless light was amber this morning. I've spent a couple of hours on the web and I see this is a huge problem.
I simply do not have the time to jack with this. The pain and suffering some of you have been through dealing with this problem is frustrating just reading it.
I've sent an email to the ceo (good luck with all that), but for now I'm just going to get a usb or pc card and forget it. |
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Boris Dzyubenko
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Oct 21, 2007 00:10:57 GMT
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I am gravitating more and more to just getting an external wireless card and forgetting about this problem.
My Laptop experienced another problem just now: one of its three usb ports stopped working... |
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HP Total Care
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Oct 22, 2007 15:51:29 GMT
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Hi, itâs Anna from HP Total Care,
Iâm sorry some of you are having trouble with your wireless WLAN not detecting your wireless network and not displaying in your device manager. The issue appears to be affecting AMD based Dv6000, v6000 and Dv9000 notebooks running Microsoft Windows Vista.
Weâve got a BIOS update and some instructions on getting this resolved. If the BIOS update does not resolve the issue, please contact HP support and we will help facilitate a repair.
Please do not try replacing your wireless card or inserting a third party wireless modules as some have suggested here on this forum. This will not resolve the issue and is in violation of FCC regulations.
· Download and install BIOS version F.3A (SP36551) to your desktop.
· SP36551 File Download
· Open the file SP36551
1 Click Next
2 Select I accept the terms of the license agreement
3 Click Next
A Phoenix Secure WinFlash should appear.
Click Flash BIOS.
Click OK.
A compare BIOS version window will appear.
To continue to update the BIOS click Yes.
Your computer will shut down when the update is complete.
I hope this is helpful. Please let me know if you have any further questions and weâll work to respond personally or on the forum as best we can.
Anna |
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Bill Mezian
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Oct 22, 2007 16:05:21 GMT
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Bios update did nothing to help the lousy performance of the internal broadcom card. I do not have a problem with it disappearing, it is just unusable. Please see my previous posts.
Why would it be against fcc regulations to replace the card with another one that meets fcc regulations. The same would have to hold true for external cards. |
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Fausto Rodriguez
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Oct 22, 2007 18:28:31 GMT
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Hello Anna. I'm sure many people are glad to see HP support services on the board now.
I have tried updating the BIOS before, and have just finished installing a new wireless card (a replacement sent by HP!) and updating the BIOS again. Sadly, there has been no effect, and my card is still not being detected.
I suppose my last resort is to send it in for repair, but like any student, losing a computer during the school year is a rather painful experience.
I hope you manage to trace the problem! |
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Dave Brock
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Oct 22, 2007 19:46:58 GMT
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Hello Anna, Welcome to the HP forum.
Sarcasm aside I am very glad to see HP openly participate and support this thread. It has been very lonely out here. I have often wondered why no one from HP participated.
I have a DV 9000 running Windows XP media Center. It has the same problem so I do not agree that the problem is limited to Vista. Perhaps that is a clue as I understand some updates are the same between the two OSs (Card space for example).
Also I have spent hours on the phone with tech support applying updates and reformatting the drive. Sadly I report that all the basic and prudent practices fail to fix this problem. We really need technical support and not someone reading us basic windows DIY fix it ideas over a scratchy phone.
But I am very glad to see an HP representative participating and sincerely welcome your help as belated as it may be.
Dave |
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ally l
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Oct 22, 2007 23:47:49 GMT
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i have a dv6110ca and I had the same problem. They sent me a new card but that didn't work so I sent in my laptop and got it back about a month ago and everything is working fine (except the webcam which is a different issue). due to confusion (it took them over 3 weeks to return my laptop to me and did not notify me of the delay) I didn't end up learning what exactly was the problem, but you should definitely arrange a mail-in with them. |
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Boris Dzyubenko
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Oct 23, 2007 00:21:44 GMT
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To reply to the post from HP.
1)My problem occurred on Windows XP Professional Edition, NOT Vista.
2)Secondly I already had the updated BIOS, and that did not resolve the problem.
3)I am reluctant to contact HP since my 1 year warranty expired.
If these 3 issues could be addressed, this would be great.
P.S. The laptop is a Compaq v6000z |
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NATE NYGREN
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Oct 23, 2007 00:59:18 GMT
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Guys, "Anna from HP Total Care" didn't bother reading jack in this thread, otherwise she'd have known that many of the reported problems are on XP machines as well. AS WE ALL KNOW ALREADY, this is not a BIOS issue as no updates have ever solved it for any of us, not a driver issue as fresh installs OS don't resolve it. It's not a wifi card issue either because nobody who's had it replaced reports that it worked.
It is, however, a mainboard issue. Evidence is this: all mainboard replacements have temporarily solved the issue. Those posting here at least have reported the issue returning after a period of time, BUT, it was resolved for a time! This points, by deductive reasoning, to a component which has control over things being powered on or not. I called into question a while back the nVidia System Management chip, and whether a bug inside it was simply not turning on devices (in our case the wifi).
It turns out, I was in the right area; a gentlemen from another thread (http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=1104931) has identified an issue with the nForce chip and it's physical connection to the motherboard... which is perhaps loosing a solder connection due to the incredibly poor cooling of this design.
I am thoroughly convinced that the nForce chip combined with the heat issue (bad solder connection from the heat generated during use) is at the heart of our troubles.
I'm sorry to say that getting a new Motherboard from HP will only delay your troubles, and HP doesn't seem to care to read our opinions. In fact, my case manager told me that you can't believe things people put in internet forums so he wouldn't even read this thread....
You have 3 options:
1) Demand a refund.
2) Demand a different model notebook which isn't prone to this issue.
3) Live with it and buy a USB dongle.
Of course... that 3rd option doesn't really work if the nForce controller is turning off your display instead of your wifi card. And wouldn't you know it, there's been a recall for that and a few other issues regarding things just stopping.
-Nate |
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Boris Dzyubenko
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Oct 23, 2007 02:07:25 GMT
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You might be on to something, Nate. Just before the wireless card crapped out, my laptop was ran extremely hot. I was using it to do some dvd movie transcoding(loading the processor to the maximum, both cores). I had a program called speed fan installed, that was monitoring the CPU temperature. The day before the wireless card crapped out, I remember noticing that the transcode was taking longer than normal. The temperature of the CPU reached ~85 Celsius and it started doing thermal throttling. You are right, something on the motherboard must have malfunctioned because of heat.
I am saying this because I had the card come back to life twice afterwards only to die again at the next reboot.
Might you care to Guess how it happened? When I again Loaded the CPU up to the MAXIMUM. The card came back, was fully functional, and then disappeared...
This is definitely a heat related issue!
P.S. Here is a link to a screen shot of the CPU temperature. The red line represents the temperature of the Graphics core, while the Green line represents the temperature of the CPU. http://abrau.durso.googlepages.com/thermal_throttling_a01.jpg |
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Dave Brock
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Oct 23, 2007 06:56:52 GMT
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Anna,
Just to close the loop with you. I gave up yesterday and shipped the DV 9000 back to your team. A reply to me is no longer required.
Thanks
Dave |
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MARK CHALLENDER
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Oct 23, 2007 11:43:19 GMT
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A common thread with this problem is that people appear to be suspending their notebooks and then their wireless card fails to come back on.
I support a large number of machines and one of the fixes we found that worked with Intel and Broadcom cards is to go to Device Manager, right click on the network card, properties, power management and uncheck the box that allows the computer to turn off the device to conserve power. |
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Sajeev Madusuthanan
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Oct 23, 2007 12:16:46 GMT
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I had the same problem. Updated the BIOS, changed the WiFi Card etc. and even sent my laptop to HP to be fixed, but was told it would take several months to be repaired. Since this was unacceptable the Customer service manager promised a refund to let me purchase a new computer. Since I bought my laptop from the Kitchener Best Buy the refund was supposed to come there. After two weeks after several attempts at trying to get to find out what happened, I was told the issue was closed because they had supposedly e-mailed Best Buy and issued and RMA for the old laptop.
I went to Best Buy directly and their staff, after several attempts at trying to contact HP was told that the worlds biggest server computer provider had problems with their own servers for several days and are unable to verify the RMA. They got fed up and replaced the laptop themselves.
I still have an HP Pavilion DV6000 and hopefully will not see this problem again. The only solution so far is have the motherboard replaced like many have stated in this thread. |
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NATE NYGREN
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Oct 23, 2007 12:18:22 GMT
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Mark, if that was it, don't you think a reboot would reset the power states?
Regardless, in some of our cases, it was simply not working after a reboot and had nothing to do with suspending or hibernation. A lot of us have tried every trick like this already. A lot of us have re-installed the OS to no avail...
The biggest problem with your suggestion is this: the device is non-existent to Windows, so no matter what your power management scheme is set to, Windows can't turn on/off what it doesn't know is there.
-Nate |
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Bill Mezian
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Oct 23, 2007 12:19:26 GMT
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Mark,
That may help but it really shouldn't be necessary. The Belkin external expresscard adapter I am using because of the broadcom crap has no problem returning from sleep, hibernate, or anything else with full connection speed. The broadcom would only reconnect locally on wake-up. |
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NATE NYGREN
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Oct 23, 2007 12:28:49 GMT
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=============================
THE ISSUE HAS BEEN IDENTIFIED
=============================
To repeat my post above:
AS WE ALL KNOW ALREADY, this is not a BIOS issue as no updates have ever solved it for any of us, not a driver issue as fresh installs of the OS don't resolve it. It's not a wifi card issue either because nobody who's had it replaced reports that it worked.
It is, however, a mainboard issue. Evidence is this: all mainboard replacements have temporarily solved the issue. Those posting here at least have reported the issue returning after a period of time, BUT, it was resolved for a time! This points, by deductive reasoning, to a component which has control over things being powered on or not. I called into question a while back the nVidia System Management chip, and whether a bug inside it was simply not turning on devices (in our case the wifi).
It turns out, I was in the right area; a gentlemen from another thread ( http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=1104931 ) has identified an issue with the nForce chip and it's physical connection to the motherboard... which is perhaps loosing a solder connection due to the incredibly poor cooling of this design.
I am thoroughly convinced that the nForce chip and/or the heat issue (bad solder connection from the heat generated during use) is at the heart of our troubles.
I'm sorry to say that getting a new Motherboard from HP will only delay your troubles, and HP doesn't seem to care to read our opinions. In fact, my case manager told me that you can't believe things people put in internet forums so he wouldn't even read this thread....
You have 3 options:
1) Demand a refund.
2) Demand a different model notebook which isn't prone to this issue.
3) Live with it and buy a USB dongle.
Of course... that 3rd option doesn't really work if the nForce controller is turning off your display instead of your wifi card. And wouldn't you know it, there's been a recall for that and a few other issues regarding things just stopping.
-Nate |
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Boris Dzyubenko
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Oct 23, 2007 16:00:35 GMT
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Ok, so
Since the issue is identified, what can we all collectively do about it? Is there a way to actually get through to HP? IF there is, we need to organize and contact them... |
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HP Total Care
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Oct 23, 2007 16:50:24 GMT
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Hi, it's Anna from HP Total Care once again,
You may have tried a different BIOS updates in the past, but we highly recommend that you give BIOS version F.3A (SP36551) a try as it was created specifically to address these issues and has resolved them in many cases. If it doesn't work, or you have already tried it and it did not resolve the issue, contact HP support and we will facilitate a repair.
Thanks,
Anna - HP Total Care |
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NATE NYGREN
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Oct 23, 2007 17:04:07 GMT
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Anna, I was running that BIOS version before my problems began. Everybody in this forum has gone through the BIOS update already and it's never worked on this issue... just read the posts. :-)
We've already contacted HP and no TRUE fix is available. I, speaking for myself, refuse to send it in for a motherboard replacement because I'll only get another lemon, prone to the same issues this one was. If you read the posts and the other forum I linked to, all people who've had mainboards replaced experience the same issue months later. Now, use deductive reasoning and tell me that's not a flaw with these models?
How about you exegete all the posts like I did before you eisegete what you think you know about the issue.
-Nate |
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ne_moose
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Oct 23, 2007 17:44:12 GMT
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Anna,
That BIO is from July. I tried that BIOS to no avail. Also, the description does not mention anything about wireless cards problems. The only statement is Updates the code to support AMD Sempron 3000+ Processors.
I appreciate the help, but I request that you raise this issue to your management. This is a very serious problem that is going unaddressed. HP is losing many customers. I donot know your position with HP but the best help that you can give is to get HP to admit their problem and to come up with a solution.
Dave |
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Øyvind Nordang
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Oct 24, 2007 06:12:17 GMT
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I'm just another fish in the ocean. I have the same problem, but what can I do?! If I could turn my laptop in right now and get a refund I would have done it in a heartbeat! I believe HP sees this as a big problem, just as the exploding battery problems (in general, not related to HP) that's been around. Of course when it's an exploding battery they have to admit that they have made a mistake. But when there is a "silent" problem, they can just ignore it. I thought HP was a visionary cooperation, but I guess they are no better than the rest. At least have the courtesy to admit that it's a problem! |
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Russ Roland
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Oct 24, 2007 07:31:33 GMT
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Has anyone experienced this problem immediately following the computer going into hibernate mode? |
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Jason Hollefreund
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Oct 24, 2007 08:30:35 GMT
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Hello.
My name is Jason, and I have a problem...
I've spent way too much time reading this thread already.
- Purchased AMD V6000 running XP on Jan. 23/07, WLAN died Oct. 22/07 (Ethernet still works)
- my WLAN's time of death seems to be a bit longer than most I got about 10 months out of it. If the heat theory is true, that might make sense. I use mine for heavy graphics use (I work in visual effects/computer modeling/animation). Knowing that I'd be putting it through its paces, I bought a lapboard external fan... which died itself a couple of months ago. Perhaps the added cooling of that lapboard gave me an extra month or two? Just a theory.
- I am mid-stride on two heavy projects and can't simply hand over my laptop for 2-4 weeks... and then waste 2 days getting it back to fully functioning for what I need it to do (software reloads, etc...)
- Severely unimpressed with HP from the lack of comprehensive response to this problem. |
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Rob Camp
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Oct 24, 2007 08:53:30 GMT
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Add me to the list. Bought my v6000 in January and around October 20....Bye bye wireless. Chatted with tech support..they sent me a new card. After reading this forum of course it didn't work. They are sending me a box to ship it in. Obviously this is a big problem.. why won't they figure it out. My service coverage is up in 44 days they told me. Oh they'll gladly sell me more. I can not be optimistic after reading this forum and others just like it. |
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Mr. G
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Oct 24, 2007 12:19:35 GMT
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John,
I had a similiar problem about 3 weeks ago with my HP DV6208nr. I shut it down for the night and the next day the wireless card was MIA.
I tried contacting the HP technical support line and they were of little help. They refused to help me because I could not access the internet to get the email conatining the bios upgrade. Well that is impossible if the only PC you own has no internet connectivity.
The next step was to speak to their executive support team. The team memebr that I spoke to understood the situation and sent me a new wireless card.
Well that worked until I shut the PC down for the night and upon rebooting the next day I was back at square one.
I called the executive team again and my call was supposed to be escalated to a case manager. I did not hear from anyone during my two weeks of constant calls. Finally I got someone around the 3 week point and the PC had to be send to the repair center in Tennessee.
I have since this time attempted to fax a letter to various executives at HP to express my anger about a notebook that was purchased in March 2007 having this type of problem. I am still waiting to hear from someone.
HP does not offer to replace the notebookseven as in my case where I using it to run a business. I have had to cancel sevral deals because I had to send a basically new lnotebook in for repairs. Each time I mentioned this I received a canned response from HP.
They have very little concern for this they sell people and the problems it causes. You spend good money and receive a good looking piece of junk.
In the end the bios upgrade and reinstallation of the software did not resolve my problem. The only reason I can see after reading the numerous problems along this line why HP recommends these steps is so that they do not have to account to consumers why this is happening and then they will gladly recommend that you send it back for repairs so that it can be fixed under the cloak of darkness. If you are lucky.
I can hardly wait unitl I get the notebook back, because of all the personal cost that I have suffered (the numerous long distance phone calls, the avoidance by the staff to transfer calls to superior management personnel, emails to CEO, long distance phone charges and the overall incompetence of their staff (especially the case managers)).
My notebook was sent on 10/23/07 to the repair center and received and signed for on 10/24/07. If my experiences with HP continue the way they have been, I do not expect to have my notebook until sometime next month. So far it has already been over three weeks without being able to use the internet.
What a poor investment choice on my part!
Only in America! |
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NATE NYGREN
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Oct 24, 2007 13:39:56 GMT
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"You may have tried a different BIOS updates in the past, but we highly recommend that you give BIOS version F.3A (SP36551) a try as it was created specifically to address these issues and has resolved them in many cases."
Very interesting, Anna, because all of us who've spoken with HP Total Care have been told that HP is unaware of a problem with the wireless dying. So, are you lying to us, or is the rest of the tech support team lying?
Perhaps you're mixed up. There's a driver update that claims to resolve hibernation issues, but a driver won't do a darn thing for a device that's not being powered on! It's incredible to me that the solutions that HP is offering lack basic reasoning. |
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Lana Davis
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Oct 24, 2007 20:35:05 GMT
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I purchased an HP Pavilion dv6119us in December of 2006. Last week (Oct. 2007) my wireless connection indicator light remained amber and the device disappeared from my device manager.
After trying everything that I could think of trying, I went to online support. The technician told me to do 3 things
1) Update drivers (and he gave me a link)
2) Update BIOS (again supplied a link)
3) Reseat the card. (he supplied a link to the page in my computers online manual with instruction for removing/installin the card)
He told me that if none of those 3 things worked that I would need to contact them with case #Blah blah blah and I would have to send it in for free repair because it is still under warranty.
I had already updated drivers and BIOS before I contacted him but I did it again with the links that he provided. Then I reseated my card.
I still have no wireless - except every now and then when the spirit moves it and it connects until the next time the computer is turned off.
I found this forum and the other thread discussing this problem and wanted to add my computer to the NUMBERS of others in case there is any hope of them doing the right thing for us.
I am now going to call them and I imagine I'll be receiving a box to ship them my computer in. I'll post an update later.
Lana |
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NATE NYGREN
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Oct 24, 2007 21:15:36 GMT
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Lana,
Sounds about like my situation. I purchased my DV6110US in Feb. of this year and in Aug. (if I remember correctly) and I've spent countless hours trying to get to the bottom of this. I believe I've identified the culprit (see above) but lack the resources to properly document it... so if you end up sending your machine in to have the mainboard replaced, do us all a favor and INSIST that you know which component failed or was faulty, warranting the board replacement. And then ask for an extended warranty in case the issue reoccurs with the new board, because I predict it will.
-Nate |
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NATE NYGREN
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Oct 24, 2007 21:21:53 GMT
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Whoops, I meant in Aug. my wifi died :-) |
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Boris Dzyubenko
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Oct 24, 2007 22:25:47 GMT
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I just contacted HP via their online chat and received this reply in the mail. It might interest you guys:
"Dear Boris,
Thank you for contacting HP Total Care.
Boris,from our short conversation I understand that the notebook is not detecting wireless card.
I also understand that you have tried by updating the BIOS.
I have checked the warranty status and found that the warranty has been expired.
It seems that the problem is related to the hardware malfunction of the wireless card or the slot in which the wireless card will be installed.
In this regard I recomend you to contact nearest HP service centre.
Here is the link to find the nearest HP authorized service center in US:
http://hp.infonow.net/bin/findNow?CLIENT_ID=HP_LOC_USA_SRV
Once you visit the link, Select "Notebooks & Hand Helds" under Category, "Presario" under Family and "Presario Notebooks (with 10 digit Serial #'s)" under Product. Click on Find.
In the next window, you can see the list of HP Authorized Service Providers list."
What do you know, they are aware of the problem... |
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ne_moose
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Oct 25, 2007 06:38:13 GMT
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Borris,
Be careful. By mentioning the lack of warrenty and sending you to a local service center that may be trying to charge you for the repairs.
In my case, they shipped a shipping box direct to me and I wasn't charged.
Any comments from one HP rep does not seem to mean anything. Look at the many different comments above.
Good Luck,
Dave |
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ne_moose
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Oct 25, 2007 06:44:39 GMT
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ANNA a HOAX???
Hi everyone,
Just checked out the user HP Total Care and noticed that the account was created on Oct. 23th. This brings me to one of two conclusions:
1.) This was a hoax as any one of us can can create whatever screen name we desire.
2.) Since she has not be back, maybe Anna was a concerned HP employee who took some inititive on her own. She either realized the hornets nest that she walked into, or was told by management to back off.
Dave |
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William Hazlegrove
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Oct 25, 2007 11:21:35 GMT
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Well, add me to the list. Just spent an hour going down through this thread after my adapter failed yesterday. Thanks to all who have pushed and fought for this to be recognized. I'm adding my comments in the hope of keeping this thread alive. Bought my V6310US in May and am seeing the problem 5 or so months later pretty much like everyone else. Am encouraged to see input from HP on thread - have downloaded bios update (here at work) as suggested and will attempt. Probably just so that I can say that I did that when I start the painful process of gettin real with HP. Has anybody heard of the permanence of these Main Board replacements that HP has been doing? I really don't want to send my machine off - I too need it for my job, but I'm afraid that if the heat dies off on this issue that HP won't do what is needed - plus I have the warrantee issue to keep in mind. I too am thinking of a USB adapter in the meantime, and see if HP is going to figure out (admit?) what the real problem is. |
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Dave Brock
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Oct 25, 2007 11:51:09 GMT
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William,
I was able to use an usb wifi adapter for several weeks. It worked fine but I seem to recall others having them fail after a longer time period.
I suggest patiently working through the HP process - which will make you just about loose your mind. But keep patiently going through it.
Also the case managers are really hard to reach on the phone. In fact I never had success despite a 4.5 hour marathon dialing session using two phones at the same time.
I also found email to be ineffective. I did have some luck faxing to the case manager number 1-519-253-5559 when I wrote a polite and formal letter.
The bottom line is HP will choose when they wish to communicate with you.
The best you can do is keep letting them know your interested in a resolution.
Good luck
Dave |
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William Hazlegrove
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Oct 25, 2007 12:00:54 GMT
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I'm back - just updated the bios as suggested, and as I had suspected, it did not help. Good news is that it didn't seem to hurt anything either. How can this not be a hardware problem? It seems that everybody's wireless capability "wears out" after about 6 months or so. Various fixes are tried until one of them "works" at least until the next reboot, reset or suspension. This could very well be due to the repeated cycling of the machine to make these changes and one time the failing component, solder joint, connector etc... just happens to "catch" on a restart. To be clear, and I think that this is what others are seeing - My machine does not know anything about a wireless adapter. When I go to the diagnose network problem page it tells me that my network plug is undone - period. When I try follow the suggestions concerning updating drivers or disabling/enabling the wireless adapter, I cannot do it because my machine does not know that there is such a thing. Is there hope? |
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sakthivel mettubavi
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Oct 25, 2007 14:28:22 GMT
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I have been having the same problem... Had a chat session with the hp support and they had asked to mail the laptop... luckily, i still have the warranty... |
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Dave Brock
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Oct 25, 2007 15:06:39 GMT
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My advice is to mail it in. It will stink if you do not have another PC but regardless the problem will not get better and may get worse. My DV 9000 suffered other problems along the way which might or might not have been related to this. I tried everything bios updates, re-formating the drive, plus a dozen other things tech support come up with.
I would let HP keep trying until they resolve the issue. Fortunately I have a second PC because I have been without the primary for a few weeks now.
If the motherboard is changed out I would politely ask for an extended warranty since the problem may crop back in a few months, about the time your warranty expires. My impression is HP wants to help but on their terms. Which translates to a slow, mind numbing process.
If your out of warranty I think you may be sunk. Your best option then is to buy a third party wifi card and start saving for your next laptop purchase. If the problem is soldering or board manufacture then it is only a matter of time before another item goes bad. You may not be able to fix the next item with a $60 add on.
Just my opinion, offered humbly.
Dave |
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Russ Roland
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Oct 25, 2007 21:03:38 GMT
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READ THIS! THIS MAY BE A SOLUTION FOR YOU!
After uninstalling the Broadcom softfare in Control Panel - Add or Remove Programs and deleting the Broadcom folder from Program Files, my Internal WLAN adapter seems to be working correctly after numerous re-starts.
THEORY: The driver that is installed in Program files interferes with the files located in C:\SWSetup\WLAN.
POSSIBLE SOLUTION: Uninstall the Broadcom program from Control Panel - Add or Remove Programs. Then, delete the Broadcom folder from C:\Program Files. Re-start the computer.
Right-click on My Computer and select properties from the drop-down menu. Click on Hardware, Device Manager, and expand the Network adapters category. Look for 'Broadcom 802.11b/g WLAN'.
If the adapter is present, turn on the Wireless switch on the front of the computer and check your ability to connect to a wireless network. If the adapter is not present, this didn't work for you.
So far, it seems to be working for me.
Please post replies and let me know if this helps.
Good Luck! |
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Boris Dzyubenko
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Oct 26, 2007 01:05:44 GMT
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To reply to Russ Roland. This did not work for me. I completely reinstalled Windows XP professional with a clean copy (I have a free student version from my University). And even that did not solve the problem.
It is definitely major hardware failure.
As I stated earlier, I had the wireless adapter come back to life 2 times, only to disappear after a reboot. |
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Bill Mezian
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Oct 26, 2007 08:05:08 GMT
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Russ,
If you have updated the Broadcom driver to the latest release, those are the drivers and files located in Program Files/Broadcom directory. The driver version matches the one installed in my system.
The files in the WLAN directory are either the original version that shipped with the system, or the previous version that device mgr uses if you select rollback.
In any event, the driver in use is in the windows/system32 folder, not program files. |
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David Berlind
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Oct 26, 2007 15:16:34 GMT
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Here's why Anna from HP Total Care's suddenly arrived on the thread on Oct 23rd.
Several weeks ago, one of your fellow Pavilion owners contacted me about this thread to see if I'd be willing to do something about it on ZDNet. |
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Bill Mezian
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Oct 26, 2007 15:22:29 GMT
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David,
Thank you for your support and any help you can give us HP customers. To have a large manufacturer treat its customers the way HP has is abominable.
Nobody does it better than PC Mag, and my subscription for the last 18 or so years proves that! |
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NATE NYGREN
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Oct 26, 2007 16:07:13 GMT
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Way to go David!!! I just watched your video and it perfectly summarizes all our frustrations here. Too bad Anna from Total Care didn't seem to watch your video, because she had no clue that the BIOS has been ruled out. :-(
What I'm really curious about is this: if HP has been replacing mainboards related to this issue for some time now, why isn't someone examining the CAUSE in all the bad mobos? Especially since even the replacement mobos have been going bad!
This isn't just a case of a bad batch, this is a case of being prone to fail; and how costly will it be for HP to replace entire notebooks instead of just a mobo (as a temp solution till the customer's warranty runs out?)
-Nate |
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ne_moose
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Oct 26, 2007 18:36:08 GMT
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David, thanks for your help. The video and follow up were great. I was wondering if you heard anything back from HP. Also, will this problem make it to PC Mag.
Oh where oh where has Anna gone??
Dave |
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ne_moose
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Oct 26, 2007 18:53:39 GMT
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mary clement
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Oct 26, 2007 19:49:25 GMT
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Thank you David and Andres...We could definitely use the attention that you guys have brought to this issue. Surely they won't keep ignoring this issue- and hopefully they won't delete your posts. |
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Pancho2007
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Oct 27, 2007 00:09:03 GMT
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I would like to add my dv6045nr to the list of wireless deprived notebooks.
It is running XP Home. I have changed bios and drivers to latest as instructed by HP to no avail.
I also purchased a replacement Broadcom card through ebay and got it to work for a little while and it too is now lost.
The RTC clock battery was dying and replaced but did not fix the problem.
The warranty expired in August.
I hope that the ZDNet articles help our plight. |
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Gtown1789
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Oct 27, 2007 00:31:19 GMT
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Nothing is more satisfying than to see a movement gain momentum. I first posted weeks ago, and, although I am a recipient of a "new" system board, I live every day expecting the problem to recur. This situation has every earmark of a major production failure, and I have little doubt that HP and their counsel have mapped out their response in detail. It is simple damage control, a perfect example of how to protect oneself, with little regard to the college student or everyday Joe who purchased a product on which they thought they could rely. Thank you David Berlind for standing up for the little guy! To Anna... where is your boss, or your boss's boss, etc? |
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scott hudson
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Oct 27, 2007 01:03:11 GMT
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Last night I went to sleep, woke up and no wireless. The little orange light wont turn blue. Cannot find any network adapters or any evidence there was wireless on my computer. Same problem as everyone else. I updated drivers etc etc. Nothing. It worked perfect for six months. I have dv6000 with windows vista. by the looks of things ill need to return it and start all over again. if anyone has new info in this i would appreciate it. |
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RODOLFO GUTIERREZ
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Oct 27, 2007 11:06:08 GMT
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Add me to the list. Same wireless problem and now one USB port stoped working. I don't know if you have noticed that this is a worldwide problem. I think we all have to keep pushing. Thera has to be a recall. |
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Martin Tudor
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Oct 27, 2007 11:28:46 GMT
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Hi All,
Well, my story ended OK with much hassle. I sent my DV6000Z in for repair for this issue and, after 7 weeks and many calls to corporate, I finally received a replacement laptop. Unfortunately,it didn't have all the features (internal Bluetooth) that my original unit had but didn't want to deal with any more incompetance. What really annoyed me is that I paid for extended warranty and quick response time and had more hassle for my extra money!
Wish you all better luck.
Marty |
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Kenneth Hyde
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Oct 27, 2007 12:52:47 GMT
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I've got the same problem.
Here's HP's support reply
Thank you for contacting HP Total Care.
We see that, the Wireless connection has stopped working and also the notebook reports an error message "there is no wirelesss network on the machine". Let us assist you in this regard.
We would like to share that, we have come across this issue with many of our customers regarding the Wireless card. This issue could be due to corrupted settings in BIOS which might not be recognizing the Wireless card or hardware malfuntioning with system board. To confirm the same, we recommend you to download and install the BIOS update from the following URL:
ftp://ftp.hp.com/pub/softpaq/sp36501-37000/sp36551.exe
Installation Instructions:
1. Download the SoftPaq .EXE file to a directory on your hard drive.
2. Execute the downloaded file and follow the on-screen instructions.
Additionally, download and install Broadcom Wireless LAN Driver from the following URL:
ftp://ftp.hp.com/pub/softpaq/sp36501-37000/sp36542.exe
Installation Instructions:
1. Download the SoftPaq .EXE file to a directory on your hard drive.
2. Execute the downloaded file and follow the on-screen instructions.
If the issue persists after installing the BIOS update and latest Wireless card drivers, then it indicates a hardware issue with the system board which needs an onsite diagnosis. At this point, we recommend you to contact UK Support Team at 0870 010 4320 Mon-Fri 8.30-18.00 Sat 10.00-16.00 with the reference of your service ticket number: 8004329139 and they will provide you the required information on resolving the issue.
We believe this information will help you in resolving the issue. If you need further assistance, please reply to this message and we will be happy to assist you further.
You may receive an e-mail survey regarding your e-mail support experience. We would appreciate your feedback.
For information on keeping your HP and Compaq products up and running, please visit our Web site
at:
http://www.hp.com/go/totalcare
Sincerely,
Patrick
HP Total Care
***Do Not Delete Service Ticket Number***
{ticketno:[8004329139]}
***Do Not Delete Service Ticket Number***
Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibilityor liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support. |
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Elektrobix
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Oct 27, 2007 20:45:21 GMT
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My friend bought a HP Pavillion laptop this week and straight from out of the box he has been unable to get its wifi to work (he's not a newbie and does know what he's doing - there is a fault). I read further up this thread that this issue only affects laptops with AMD processors - apparently not as his has an Intel processor.
Good luck. |
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Luciano Pocahy
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Oct 27, 2007 22:54:23 GMT
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Ok guys, first i'm sorry for my poor english.
I am from Brazil and as I wrote above I bought a pavilion dv6058cl with AMD processor in December. In March/April it begans the malfunction. The wireless and webcam didn't work and also have problems to boot the computer.
Now the bad news:
In the end of July may laptop "died". The mobo stoped work.
Here in Brazil the HP only have warranty for national laptops and It isn't my case.
Better luck for you guys! |
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NATE NYGREN
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Oct 28, 2007 02:46:38 GMT
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Elektrobox,
I could be that since your friend had his issues straight out of the box, his problem could be unrelated to ours. I'll bet if HP sends him a new wifi card it'll work for him. Please keep us updated though, because I'm very curious if it does work than it'll add evidence to my theory about the nVidia hardware controller being a culprit (which is not in the intel notebooks.) I'd love to know if I'm wrong.
Thanks for posting.
-Nate |
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Lana Davis
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Oct 29, 2007 06:50:21 GMT
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This is an update of my posts from October 25, 2007
Nate, I appreciate your response to my original post.. I do intend to TRY to get any and all information out of HP concerning exactly what the problem is and exactly what the solution is. I want an extended warranty, too.
I did call HP and I clearly stated to them that I had previously contacted them and told them of the 3 suggestions HP had given me and that after trying all three of them ( 1. Update Drivers 2. Update BIOS 3. Reseat Wireless Card ) I still have the same problem.
Her next 'solution' (NOT) to the problem was to send me a new Wireless Card but before they would do that they wanted 'collateral'!!!!!! Can you believe that!?! That was her exact word 'collateral'. I think I gave them enough collateral last December when I purchased this computer. She asked for a credit card # so they could charge me if I did not return the âfaultyâ card. At that point I refused the new card. I told her that I was not convinced a new card would solve my problem but told her I would be willing to listen to her reasoning if she wanted to try to convince me. In the meantime, they were not getting my credit card number nor another penny from me.
After putting me on hold she came back on the phone with the 'good news' that I was going to be able to send back the computer for free repair. Isn't that special!?!? I did agree to that and my box arrived Friday. I'm not going to send it until Monday because I'm going to perform a complete back-up first.
I did tell her that I don't claim to be a guru or anything but that I am A+ certified and I do know that if it's a hardware problem (assuming it's the motherboard or the card or the combination of the two) there should be NO EXCUSE for formatting my hard drive and if they find it necessary to do so would they please explain why BEFORE wiping it out.
I'm so pleased to see ZDnet's David Berlind going to bat for us. THANK YOU, DAVID, and thank you to the poster who notified David of our problem. |
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TheNomad69
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Oct 29, 2007 12:38:45 GMT
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This is NOT a HP exclusive issue. I am an independant notebook service agent and repair all manner of notebooks PC's and have seen this problem a lot.
The problem lies within a bug within the nForce chipset used on the motherboard, and using any internal mini-PCI wireless adaptor will increase the chance of experiencing the aforementioned problems. Using a PC-Card/ExpressCard/USB wireless adaptor will work until the cows come home, as will using the internal LAN connection. It is not the Broadcom adaptor that is to blame nor the operating system, nor the drivers.
I have sitting next to me on my desk at this time a Presario V6000 which suffers from the same issues as you have been experiencing (which is why it sits on my desk hooked up to the router via a cable). The other notebooks that I use personally have never had this problem, but they are all Intel based systems with Intel components. I have tried numerous Mini-PCI adaptors within the V6000 (V6133EU) and they have all failed in the same ways as stated in numerous posts, yet they all work fine in the Toshiba notebooks and other brand notebooks that I have had in the service room. This proves that it is not drivers as the same adaptor drivers work on non-nForce based notebooks with the adaptors that are having issues on the DV & V series notbooks.
I originally put the problem down to a heat issue as the V6000 is a lot quieter than the Intel based systems running here but seems to be a lot hotter because of lower fan utilisation. I have manually changed the thermal interface material on the chipset and the CPU myself and the issue is still present.
I have a good working relationship with HP in Ireland due to friendship with people that work there (I am in the UK) and even they state that they can only go by what they are told to do with regards to offering fixes or replacements. |
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Bill Mezian
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Oct 29, 2007 12:48:32 GMT
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Very interesting Nomad. Are other failures seen here like USB port failure, and crappy performance of Broadcom wifi also due to the Nforce chipset?
Perhaps you should post this response to David Berlind's ZDnet Blog also. There is a link in an earlier post. It would be interesting to see if he can get any response from the Nvida folks about this.
Thanks for enlightening us. |
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Will Mills
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Oct 29, 2007 15:50:09 GMT
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I have read through your complaints and reviewed the HP response. According to HP this is an AMD based system issue. No surprise. INTEL based systems use INTEL wireless, and while they often cost more, you get what you pay for. For the ignorant among you who did not know this, for future reference use INTEL based products. For those who knew and decided to go cheap and buy AMD. |
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DAVID KLEIN
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Oct 29, 2007 16:11:19 GMT
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FLASHING BIOS ON WIRELESS ROUTER SOLVED OLL THE PROBLEMS |
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davidk
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Oct 29, 2007 16:15:07 GMT
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flashing the wireless router solved all the problems |
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NATE NYGREN
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Oct 29, 2007 16:18:09 GMT
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Congrats, David, your problem was completely unrelated to ours. |
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Ryan Kvisle
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Oct 29, 2007 17:10:41 GMT
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Have a dv9000 that was purchased in Dec/2006. Initially the wireless card was an intermittent problem. Sometimes it worked sometimes not. It degraded to the point that it never worked anymore.
Sept 15 - I contacted HPâs chat support and was advised to do various things. They initially advise me to try a number of different software fixes including removing and replacing the drivers and various other things. After trying a number of these suggestions I resumed my support session and was advised to reseat the wireless card. They forwarded a link to a technical manual that explains how to dismantle the laptop in some detail. I reseated the card as requested and that did not help the issue. The switch remains âorangeâ in color. I resume my support session again and again they ask me to reseat the card again. I complain a bit about it, they promise me to send me a new wireless card if it doesnât work again. Again, I power off and reseat the card according to the instructions. Again it doesnât work. I resume my support session and they agree to send me a replacement card.. At this point they began to collect my personal information and informed me that HP couldnât replace my wireless card because I live in Canada, and that I needed to contact another technical support #. I was pretty steamed. I was positive that I was facing another 4 hours of technical support running their technical support scripts.
Issue #1 â HP doesnât provide online support, in the form of replacement parts, to Canadian customers, and doesnât make that clear until youâve invested much effort into the support call. If youâre Canadian, donât waste your time here!!! Find the Canadian support phone numbers!!!
Issue #2 - I am not their warranty support slave. They need to look after repairing and reseating their broken equipment, not me. At this point it is worth mentioning this is my momâs laptop â she uses it for work. She wouldnât have been able to complete the steps to reseat the wireless card in the socket.
So anyways I contacted their Canadian support phone #. I told that person that I had spent a considerable amount of time online with their online technical support and that I needed a new wireless card. She asked me the color of the switch and I told her it was always amber. She arranged delivery of a new card and took my credit card information advising that if I didnât return the original wireless card that I would be charged the full price of the replacement wireless card.
Probably 3-4 days later the wireless card arrived and I installed it. It doesnât work any different than the original network card. Iâm getting real proficient at reseating the network card so I try that procedure. Of course, no change, it still doesnât work. I contacted technical support again. We run through some scripts and they state adamantly that we need to restore the system to factory settings. I disagree but the technical support guy states âI promise you sir, that reinstalling the software will absolutely fix the problemâ. I go on to complain that we have an enormous amount of software and data files that I need to backup. They donât care. Iâm forced to reinstall if I want the wireless to work.
Issue #3 - They tell me they need purchase a new copy of the operating system. I donât recall exactly how much $$$ they wanted but it definitely was not free. At this point I advise them that I have the restore disks that I made from when we first go the laptop. I ask what the difference is and they reluctantly admit they are the same. Curious they didnât present that as an option. I canât believe they tried to upsell me software I already had when Iâm having grief with their hardware? Unbelievable.
Over the next three weeks I purchase Norton Ghost at my own expense - $70. I backup the computer to another hard drive on my network and proceed to reinstall windows XP from scratch, patch up etc. Surprise the wireless still doesnât work. I contact HP again, They arrange to have the laptop shipped to HP and shipped us an empty box for the laptop to come to HP in. I restore the image so that it is workable in the mean time.
Issue #4 â Why canât HP ship us a replacement laptop before we send ours out. I had to supply an old laptop to my mom to work. This involved reinstalling it from scratch, installing her applications. Why am I supplying replacement hardware instead of HP?
Oct 8, I ship the laptop to HP in the container provided. This part is pretty painless.
Oct 17, HP advises: âPlease be advised that we are currently experiencing some delays in fulfilling your service. We apologize for the delay; however, we are diligently working on expediting your order.â. Weâre mad at the extended delay. âIf your service request is not fulfilled within 10 business days (2 weeks) of this notification, an HP representative will contact you to discuss an alternate solution. â
Oct 18, I phone to get an update. Advised the shipdate is now 27th. I implore them to do whatever is necessary to get it back as soon as possible.
Oct 19, Shipment notice is received.
Oct 25, Delivery from UPS. I install the battery and turn it on. The âblueâ light is on and the wireless is working. I note the image on the hard drive is intact. I power it down and phone my mom to come get it.
Oct 27. Mom picks the machine up and takes it home. The wireless doesnât work again. Same symptoms. The wireless switch light is amber in both positions. Windows fails to detect the network card.
My total effort and expense so far: ~20 hours. $70 for Norton Ghost.
Any suggestions on how I should proceed. This is absolutely ridiculous. |
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Chris Doty
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Oct 29, 2007 17:20:09 GMT
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I had the same problem. I as using my laptop last friday night and everything was working fine. I went to bed and jus shut the laptop leaving it to charge. I woke up the next morning and the wireless light was amber, and i did a device look up to find the network card and it was not even there. So I called support and they had me try doing all the BIOS updates and driver updates and nothing helped. Then they asked me to do a system restore and essentially erase every customization i have made with my laptop over the past 10 months and lose all my data to check whether or not the card worked. Now my father has worked with IBM for many years and owned a computer business and is now a very well known Sr Architect and Project Manager, and he even argued with them stating that we knew it was the card. And finally after an hour of that we got to someone to help us and ship out a new card...well I've been waiting for a week and a half and still nothing has even come in, and I've called twice. I'm disappointed with the service/delivery side. At least the support team in India was good help.
I'm still waiting for my card though. How long did it take for other people to receive their card? |
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ALLAN RICH
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Oct 29, 2007 17:24:18 GMT
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While my WiFi on my DV6000 has not died, I will admit that it is cranky. Of the 3 WiFi enabled machines in the house it is the slowest to connect. It shows channel favoritism and refuses to operate on channel 1 at all (even though it is the least crowded channel available at home.) Unfortunately, I already have the latest drivers and firmware, so if I do experience this issue I will know not to bother with HP support. ExpressCard upgrades are readily available and I am not shy to go that route.
Of more immediate concern is HP's lack of updated driver support for the onboard video. NVidia has had a bad track record with Vista drivers and I'm running Vista Ultimate x64 edition. NVidia has updated their drivers half a dozen times and HP has only done so once. This makes me feel that HP does not care about the customer experience with their machines. They are firmly of the opinion, "If it ain't broke, don't fix it." My experience with this laptop along with all the posted horror stories will definitely color my opinion of HP's offerings when I am ready to upgrade again. |
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Øyvind Nordang
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Oct 29, 2007 18:00:07 GMT
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Not sure how it is in other countries, but here in Norway we have 5 years warranty on laptops. Which means that HP can take its one year warranty and put it a special place... The law states that the sales place has two tries to correct the error, free of charge. If they fail to do so the consumer can demand a refund. So I've had it for repair once and I'm really eager to send it in a second time. Because I really don't want to be stuck with this peace of junk laptop. But I need it for school and work... Oh well, we'll see. Bottom line, check which rights you have as a consumer within the laws of your country. They might cover more than the one year HP gives. |
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Bill Mezian
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Oct 29, 2007 18:34:59 GMT
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I would like to see the link for the technical manual that shows disassembly of the dv6000 series if anyone has it and it doesn't get removed (like HP reads this thread HA!) |
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chattar gill
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Oct 29, 2007 18:40:34 GMT
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Hi Everyone,
I am having the exact same problem with wifi card, AMD based laptop pavillion 6233se, earlier the card wld turn off ocassionally and then finally it seems to be gone for good. Laptop does not detect it and i have tried all methods, flashing BIOS, re-installing drivers, replacing the card with a new one, still does not work.Wish we cld sue HP. |
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NATE NYGREN
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Oct 29, 2007 18:43:10 GMT
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Bill Mezian
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Oct 29, 2007 18:48:25 GMT
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Can't imagine why Nate, I'm sure they were highly complimentary.
Thanks for the link. |
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Jason Aarons
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Oct 29, 2007 21:46:29 GMT
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I have a dv9580us Intel Centrino with the NVidia 8600MGS and Intel 4965AGN WiFi card. This laptop was new Oct 10/2007 and the Wireless Network Connection shows Disabled in Vista Ultimate 64-Bit. I have a older NC6000 using the same WiFi with no issues.
I contacted HP Support and we tried many things, inlcuding all the updates on HP's website, and still no luck. They said a new WiFi card would arrive Nov 2nd.
Is the Nvidia chipset issue likely the problem with the 4965AGN card? |
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lcparker02
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Oct 30, 2007 00:33:02 GMT
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I can throw a wrench into this mess. I have the same problem, but after spending the better part of my evening reading this entire post it appears I'm the only dv2000 series owner with this problem. Or at least the only one willing to read the posts and then respond.
It's a dv2225nr. I created a new thread about it on this forum, and if you want to know the problem I'm having, just read any of the other users on this site that explain their problems. I haven't tried new BIOS, but I did go through the Recovery Manager, other things and then ultimately a complete system restore (yes, I'm angry about that last part, but I may eventually get over it).
This is what I've surmised...there is no way on God's great green earth that I'm going to send my notebook into HP for repairs. The CSO has already been opened and my box is on the way, but until I find at least ONE other 2000 series user going through this, I'm not handing it to HP. FORGET IT. And even if I find one, unless HP has come up with a miracle cure nothing short of an act of God Himself will convince me to send this into them. I CANNOT live at my office for who-knows-how-long until my notebook returns.
And I'm a God-fearing person. I'm probably going to get struck by lightning for this. |
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Roman Novgorodtsev
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Oct 30, 2007 03:05:28 GMT
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If your computer is still under warranty, call HP support and get them to send you a box so that you could mail the laptop to HP. This is the only way that I know of anybody ever getting their dv6000 or dv9000 fixed. Make sure that they do not just replace the wereless card because it will just brake again. The laptop will usually only be fixed when you motherboard (or even the whole system) is replaced. So back-up, pack-up, and send it in. If it is out of warranty... good luck with that:(
P.S.
Here are some interesting relating links:
http://blogs.zdnet.com/Berlind/?p=853
http://blogs.zdnet.com/Berlind/?p=863 |
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John O'Brien Jr.
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Oct 30, 2007 10:38:38 GMT
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Same problem on dv9000 pur 0507.Strange that if battery isremmoved for minute, then replaced, wireless works until restart. Anyone else try this?
JohnO |
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Kate Carney
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Oct 30, 2007 13:26:00 GMT
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Well in my case, the replacement or repair of the motherboard did not solve my problem.
Rewind to 2 weeks ago:
I was having all the problems described here with my Compaq presario V6110. I finally contacted tech support, who tried to walk me through updating my BIOS, but could not because I couldn't connect to the internet - EVEN with a cord. So they had me ship it in, and I got it back within the week. The documentation said that they had "replaced/repaired" the system board (unclear which)
So I turned on my computer, and worked happily online for 5 minutes. Then, my connection discontinued. My WLAN icon/light was still up and running, but the message said it could not connect to my wireless network. So I clicked on the wireless icon (not the WLAN,I mean the little wireless computer icon in the system tray) and "repaired the connection." All was well for another 5 minutes, then off it went again. Repeat ad infinitum.
The other curious thing is that even when I get the wireless connected, the notation next to my wireless network says "not connected"
If I were to ask for a replacement computer, which model would NOT have this problem? Any advice? |
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David Feierabend
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Oct 30, 2007 13:47:32 GMT
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*******NO JOY******
I have a dv6000 cto same issues as everyone else. Current tries:
1 bios update
2 driver update
3 removal and reinstall of all SW wireless asst. and broadcom
4 safeboot and safeboot:network
5 restart with switch button off, turn on after start.
Next stop broadcom. Good luck everyone and let me know if you find anything. |
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(Sima)
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Oct 30, 2007 18:33:10 GMT
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>>SIMPLE PROBLEM, SIMPLE FIX<<
Hopefully.
What is happening is an annoy fix to future problem. Sounds strange, but it's true. Vista comes with the option of allowing wireless communication to dictate the action of the computer. Example: the computer will automatically turn on if it receives a wireless communication from your Bluetooth phone. It also can be programmed to HAVE THE COMPUTER NOT TURN OFF IF THE INTERNET CONNECTION IS ACTIVE. There exists a dialogue box where this option can be changed.
Here are the directions to find it:
<Start>
<Control Panel>
<Hardware and sound> (about the 4th option down)
<Device manager> (about the 9th option down)
Choose the <network adapters> option
Expand it
Right Click on your wireless device (for example, mine is: NVIDIA nFORCE Networking controller)
Choose <Properties> from the little menu
Go to the <Power Management> tab
There should be three boxes
Check the first box (allow this computer to turn off this device to save power)
Hopefully this will solve your problem |
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Bill Mezian
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Oct 31, 2007 00:00:21 GMT
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Sima,
The Nvida Nforce networking is the 10/100 ethernet controller not the wireless network which should show up as broadcom in the dv6000 or 9000 series.
Apparently your wireless is not showing up either :)
Simple response for a simple mistake. |
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lcparker02
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Oct 31, 2007 00:22:36 GMT
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As a followup to my posting, I will likely send in my notebook to HP, to avoid voiding the warranty. And no, I didn't get struck by lightning. |
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NewJohnny
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Oct 31, 2007 05:24:24 GMT
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I have two dv9417ca laptops. Both experience intermittent loss of connection. A restart is the only way to get it back. I purchased one in July 2007, so it's been 4 months now. If I experience the same problem as described here, I will be using an expresscard wifi adapter. It's much cheaper and less aggravating than dealing with hp warranty and service. Based on the replies here, my gut tells me this is an nvidia problem.
Interesting that John O'Brien Jr. solved the problem by removing the battery for 60 seconds. Anyone willing to try this, please report back and I'll do the same. |
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Kenneth Hyde
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Oct 31, 2007 06:09:26 GMT
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I have a background in the high volume manufacturing service industry. Because there is no one fix for this wireless problem, which is coming in different guises, I'm pretty sure, that it's a major design problem with these laptops. This would explain HP's initial reluctance to admit other people were having problems.
It seems to be taking up to a year or more for the "wireless missing" problem to reveal itself, so even if the motherboard is changed, you won't know for a year or so if the problem is fixed. It might be that HP have already dealt with this on new manufacture, beause you can be sure their techies certainly do know what is causing these problems. If this isn't the case, then they are shipping wireless lap tops around the world knowing that within a year or so, customers won't have any wireless.
My guess is the accountants have already done the sums and they are extremely concerned about the future implications for HP.
As for the probem with my DV6131eu. I live in England, I took my machine back to Staples with a copy of HP's email admitting that MANY customers were experiencing this problem. I also took another lap top showing all the forums including this one. My astonishment they offered a refund or a replacement machine of another make. I purchased the machine in late February. |
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Gary (Bill) Bailey
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Oct 31, 2007 09:50:01 GMT
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I only use my Presario on vacations, three or four times a year. It was recalled in August 2007 and returned in late August 2007. In October went on a short vacation and the WiFi did not work (out of warranty in Sept)and this was strange to me as it worked when I sent it in for the recall. Like Mr. Meany my WiFi light stays yellow(WiFi not working). I would think that HP would fix this problem as it appears that they have defective WiFi cards or defective motherboards in the Presario V6000 and other notebooks that they produce. It is very bad PR for any manufacture to ignore such a large problem but at present it appears that HP does not care about past purchasers... |
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lcparker02
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Oct 31, 2007 11:26:25 GMT
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Half of my last posting was wiped. Interesting. I guess they didn't like my opinion. There was no cussing, there was no insulting, there was only advice for unhappy consumers.
This morning I turned on my notebook without the AC adapter plugged in (battery power only) and suddenly I have some driver that is being detected that needs to be installed. It searched for the software but can't find it. Everytime I boot it up on battery power only it "finds" this "new" driver. I seem to have picked up a "6TO4" network adapter. I haven't done the research on this yet, but does anyone have any idea what this is? |
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Grey Lancaster
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Oct 31, 2007 12:29:57 GMT
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Vinzent D
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Oct 31, 2007 13:16:54 GMT
Unassigned
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Same problem with my Compaq Presario V6030us. Wireless device does not work anymore. I tried to solve this problem with 5 different people from HP support centre but no one helped me. |
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Benton Russell
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Nov 1, 2007 02:16:06 GMT
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I am currently using the pavilion 2116wm and I am experiencing the exact same problems that everybody else is. I have tried nearly everything on this form except get a new mother board. It seems that this problem is no specific to the dv6000-9000. My 2000 series has the same flaw. Does anybody know what it takes to send the computer in? |
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Jason Smigel
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Nov 1, 2007 10:32:41 GMT
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Add me to the list. :-( I have the HP DV6000 series laptop as well. My wireless networking disappeared a couple nights ago.
I cannot find any info in device manager, its like there was never any wireless hardware in my laptop. When I toggle the wireless antenna switch at the front of the laptop it never changes from orange (off) to blue (on).
I guess I am in the same boat as you all with having to engage HP support. It sure would be nice if there was a serious acknowlegement from HP that this is a chronic issue. |
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lcparker02
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Nov 1, 2007 11:41:06 GMT
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My box arrived to return to HP for repairs. I was up till 3:30 AM this morning working furiously so that by the weekend I could actually MAYBE part with the notebook for a week. But it's going to be several more nights of late nights before I get there. Honestly, this whole thing is ridiculous.
I looked into the 6TO4 driver that appeared and I can't get any software to work that would install it anyway, so I'm just going to ignore it for now. It doesn't seem to be interfering. |
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Tofan Rafati
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Nov 1, 2007 14:28:48 GMT
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I'm another user with the same dv6000 wireless network card problem where it won't show up in the device list and the switch is lit permanently orange. I have spoken with a senior HP tech and since I've already gone through every possible troubleshooting step on my own, we immediately concluded that I need to send it in for a motherboard replacement.
This dv6000 is actually a replacement of another dv6000 that was a lemon. There was something wrong with the wireless card and spent 2 months back and forth with HP finally convincing them it's a hardware issue and sent me a new laptop.
I have the shipping box as we speak and today (after 3-4 days) it miraculously decided to become fully functional. But I don't know how long it's going last. I cannot afford to send it in now and have a 2-4 week downtime.
At this point, I have decided to get a different brand wireless NIC, probably Intel and see how that works out. Has anyone here successfully done a card brand replacement? |
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NATE NYGREN
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Nov 1, 2007 14:40:19 GMT
Unassigned
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A different wireless card will not work, power simply isn't being delivered to that device, no matter whos card you use. It's a design flaw of the motherboard. |
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Krzysztof Krawczyk I
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Nov 1, 2007 14:51:20 GMT
Unassigned
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Since it is well known what the cause of problem is, has anyone tried to do some nasty hardware fix? Maybe some additional wire to connect to the power?
Wireless in my one year old hp dv6000z has just stopped working. I bought it one year and two weeks ago so warranty is not an option for me. |
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NATE NYGREN
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Nov 1, 2007 15:00:08 GMT
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Look for cold solder joints on the back of the nforce chip and if you want to risk it, attempt to resolder. |
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Dave Brock
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Nov 1, 2007 22:09:31 GMT
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Well fellow posters I am finally able to close out my DV 9000 case. A quick summary of what happened:
1) The LCD backlight failed with a loud pop. HP replaced the LCD.
2) A short time weeks/few months the DV 9000 lost the wireless card, which lead me to this thread. The DV 9000 also experienced intermittent, uncommanded changes in resolution and color depth.
3) HP took the DV 9000 back re-imaged the drive, tested the system and returned it without any hardware changes.
4) Wireless card available for a few hours then disappears again.
5) HP ships new wireless card. I install the card without any change in status.
6) HP sends return box. I return the DV 9000.
7) New laptop arrives several days later. The laptop had slightly faster chips and a larger hard drive than the original.
I skipped the details of hours/days of support calls, dialing nonstop for 4.5 hours to reach a case manager (never did reach him when I called) and really just being left in the dark during long portions of the support process.
In the end HP stepped up and replaced the computer but the whole process could have been a lot less stressful with better communication between case managers and me the owner.
I ordered the laptop in mid NOV 2006. I am not sure when the problems started but it has taken a few months to work through the whole situation.
For those under warranty keep on patiently and persistently communicating your problem. For those without, I feel your frustration and wish you luck.
Dave |
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a12turo
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Nov 2, 2007 02:05:17 GMT
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Add me to the list of the defected HP pavillion DV6000
of course it stopped working after less than 8 months .. i have dowloaded some of the things that the thread has mentioned none have worked.. sadly as a STUDENT! i cant shipp the computer out ...sad to see that this is happening
i guess ill be calling them this weekend again.. ill update |
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Lana Davis
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Nov 2, 2007 07:53:02 GMT
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Update
Good News... Shipped Notebook on Monday and it was back to me on Thursday
Good News... Everything appears to be working presently
Bad News... Even though I asked then NOT to restore my system (I even taped a memo to the top of my notebook) unless it was absolutely necessary and that if they did deem it necessary I wanted to know why - you guessed it! System Retored. Grrrrrr! Yes, I did have it backed up but still!
More Bad News... I had to call them and beg, plead, threaten, rant, growl to get someone to tell me what they did to it. A sheet of paper came back with a check mark beside System Board and Cable/s. It didn't say if they replaced them or repaired them. I was finally told that they replaced them. One more bit of info. They said something was done to the power supply connection in the computer. I really didn't understand him clearly. I had a lot of trouble understanding all of them and kept asking them to repeat what they were saying.
I told each of the four people that I talked to 1) Louis 2) Das 3) Lester 4) Geiner that I was very disappointed in HP and that if I were them and I worked for HP support I would be ashamed to know that ZD net had a video out there about there terrible support.
I told them that my computer is only under warranty until mid-December but that I understand that this repair/replace is warranted for 90 days BUT that I fully expect that there will be a recall. I assured them that before 90 days is up they will hear from me again one way or another.
I'm so grateful that I found this forum. I sure feel sorry for all those multitudes of victims who don't know about it.
Good luck, everyone, and I'll be monitoring things here and updating later.
Lana |
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Carlos Stenta
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Nov 2, 2007 13:36:28 GMT
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I have the same problem with the wireless with my dv6140ca. Now I am wire.
I am expecting a fast solution about fixing it.
Let s work HP Support team. |
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mary clement
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Nov 2, 2007 17:05:17 GMT
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Just wanted to say thanks for being proactive fausto...I sent an email to that address |
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Jessica Rowland
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Nov 2, 2007 18:13:57 GMT
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I have a hp pavilion dv6000 and have the same problem. Wireless assistant won't work, the light won't turn blue and the wireless won't connect at all. Wireless isn't an option anywhere. This problem came out of nowhere. I'm eager to find a solution. |
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Wayne Zhao
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Nov 2, 2007 19:29:26 GMT
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I have a HP Pavilion zv6000.
Yeah, I know it's over a year old, but but I have the same problem as you guys.
I my wireless card was not recognized since June.
Also my ethernet adapter had the same thing since August.
My warranty expired so I have no where to go.
It seems like a lot of HP Pavilion laptops have the same problem
Please Help!!!!!
P.S. I was lucky I found this forum. Hopefully you guys could help me |
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HP Total Care
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Nov 3, 2007 13:10:23 GMT
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Hi, it's Anna again from HP Total Care,
I want to give you more information about what is happening with the wireless issue and what HP is doing about it.
We apologize for not monitoring this forum as we should have. I promise that we will do better.
Now I realize that some of you have tried the BIOS fix that we have asked you to try and it has not worked in some cases.
However, the reason we asked you to try the BIOS fix is because from conducting our own tests, we believe that some of the wireless problems may be solved by updating the BIOS with the Softpaq 36551. Now before some of you jump all over me, we completely recognize that not all issues may be resolved with this update (as some of you have pointed out), but it is important to try it as part of the troubleshooting process. So, we would really appreciate it if you would give it a try, especially if you believe your notebook to be affected by this issue.
The reason for the BIOS fix is that the internal WLAN card may not work because the signal amplitude on the internal bus to the chipset is too low. As a result, the wireless card and the motherboard cannot communicate. By downloading Softpaq 36551, it is possible to boost the amplitude of the signals on this bus and thereby solve some WLAN issues.
Here is the link: ftp://ftp.compaq.com/pub/softpaq/sp36501-37000/sp36551.exe
If the issue does not stem from low amplitude, it could also be an issue between the system board and the wireless card as some have pointed out on this board. That said, it is unlikely that replacing the wireless card will solve the issue, so please do not do this. Historically it is more likely that a system board issue would cause this type of problem, than an issue with the wireless card. So, if Softpaq 36551 doesnât help, the next step is to call 800-HP-Invent for additional help.
As mentioned earlier HP is working around the clock on this issue. Engineers are reading the posts and have actually printed them out to bring them into meetings to discuss them. So, please keep posting your feedback with as much detail as possible. The following information helps us recreate the problem and work on fixing it:
⢠The exact model number (Examples of model numbers are: dv6001xx or dv9090xx)
⢠The edition Vista or XP you are running
⢠The details of the problem
I hope you find this information helpful. I do want to point out that although this is an important issue and has a tremendous amount of attention inside of HP, it only affects a very small percentage of notebooks out in the market.
Please know that we are doing all we can to resolve this as quickly as possible.
You will be hearing from me again as soon as I have new information to share.
Anna |
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HP Share Owner
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Nov 3, 2007 17:36:37 GMT
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Add me to the list.
My Presario V6000Z laptop has worked fine since delivery back in February 2007. Now suddenly last night the wireless switch LED glows orange and Windows is not showing a wireless adapter as being installed. The laptop is running Windows Vista Home Premium edition. |
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Dave Brock
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Nov 3, 2007 17:46:35 GMT
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Anna,
I am not sure if it would help your engineering team but my DV 9000 was sent back to the HP quality returns center. If you want to try and find it in order to give them a sample hardware item email me or ask in the open and I will try and provide whatever you might need to locate the computer. I think you can get my email from my registration.
Dave |
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Evan Byrd
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Nov 3, 2007 19:44:33 GMT
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John, I am also having the same issue. I own a Compaq Presario V6000 notebook pc with what appears to be the same issue. I put the notebook on standby two nights ago, opened the lid about an hour later and the wireless indicator would not change to blue from amber.
Windows device manager also did not recognize that I even had a wireless adapter installed.
As Anna instructed, I installed the new BIOS upgrade and rebooted, with no luck. The same issue still exists.
I don't consider myself an expert in pc hardware or anything, but after reading through every post on this forum, I am beginning to think this is a hardware issue with the chipset as some have already stated. I have had my laptop since early January 2007 and my problem started almost 10 months to the day. I never had a single problem with the wireless adapter prior to this problem. I do not believe my issue is related to a driver problem because no new software or configuration changes had been made to my pc in weeks before the issue began.
If it helps, I am running Windows XP Home Edition (SP2), Version 2002.
Help, HP!!! |
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Øyvind Nordang
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Nov 3, 2007 20:40:02 GMT
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I've tried the new BIOS. I've had both Vista 32bit and XP 32bit (which I'm currently running). I've already had the laptop fixed. Not sure, but think they replaced the motherboard. The wireless worked fine until a month ago or so when it was gone again. I think I'm going to go around HP on this one because the warranty we have here are much better than the one HP gives me. And of course because it has expired.
If the engineers who made this are reading this I think they should be able to fix the problem quickly, the problem and possible solutions are described many places. This has been a known problem since June, don't come here and say they are doing everything they can. The damage is done, all HP can do now is to try to save what's left of their once so good reputation! I know that a wireless card isn't much to cry for, it's the whole HP-system we all have read about here that scares me.
But if it helps...
Model: HP Pavilion DV6086ea
OS: Vista 32bit and XP 32bit |
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Sasha Hutchins
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Nov 3, 2007 22:08:51 GMT
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Add me to the list. I run vista home premium on a HP dv6000.
A few days ago my wifi wouldn't work after a restart. I didn't think much of it, restarted and it turned on without a problem. The next day when I turned it on the wifi wouldn't start for several restarts, but then it did again. The following day it wouldn't work at all so I went looking for a solution. I found this thread... Let me tell you, this is all pretty disheartening. I was able to get my wifi working for two more days with a combination of pulling my battery out, starting in safe mode with networking, turning the wifi switch off, restarting in to regular mode, then waiting until everything loaded and then turning the wifi switch back on.
Sadly, today even that didn't work. I've done the BIOS update as stated in Anna's last post but that changed nothing. I had to go purchase a USB network adapter just so that I can connect to the internet. I'm another student who can't afford to be without my computer. I hope there's a solution soon. |
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NATE NYGREN
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Nov 3, 2007 22:44:03 GMT
Unassigned
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"The reason for the BIOS fix is that the internal WLAN card may not work because the signal amplitude on the internal bus to the chipset is too low. As a result, the wireless card and the motherboard cannot communicate. By downloading Softpaq 36551, it is possible to boost the amplitude of the signals on this bus and thereby solve some WLAN issues. "
How is it even possible, with the explanation here, that it worked at all out of the box? If this is the case, none of the machines with the issue you're describing here would've worked out of box. Am I wrong? I would like an explanation of how and why you propose the signal would've degraded from working to not working over time, because most everyone had a working signal at one point... I've only seen one or two people mention their WLAN not working out of the box. I think your engineers are feeding you information that has nothing to do with the majority problem being discussed in this thread.
"...it could also be an issue between the system board and the wireless card as some have pointed out on this board. That said, it is unlikely that replacing the wireless card will solve the issue, so please do not do this."
And yet all of us who contacted Total Care were forced to go through this step. I even showed my support technician this thread, objecting that I didn't think it would work, and they still had me replace the wireless card. This is not new information for us, pass it on to the people who need it... namely the Total Care group.
"Historically it is more likely that a system board issue would cause this type of problem, than an issue with the wireless card...., the next step is to call 800-HP-Invent for additional help."
Why? What is calling going to do? If you don't know what the issue is, what is anyone at that number going to tell us that you can't tell us now?? And why why why are you replacing boards without knowing EXACTLY what's wrong with them? How come your engineers aren't diagnosing the broken hardware instead of reading forum posts?
"As mentioned earlier HP is working around the clock on this issue."
They're getting paid, and I'm not. What kind of compensation will HP offer for our inconvenience, because surely I've put plenty of diagnostic time into this and my time wasn't even worth a call back when I sent an email to the CEO's office, even though they promised the escalation team would be on top of it. Even after a second email offering to share my diagnosis, nobody has seen any value in contacting me back. So what good is HP working around the clock when the answer to MY problem was being handed to them and they didn't care?
"The following information helps us recreate the problem and work on fixing it: "
Why recreate? Just take one of those boards that you replaced and work on finding the issue with IT. Oh, I know, because that information wasn't important at the time.. the boards are disposable so who cared to look into why so many were being replaced, right? Am I wrong?
"The exact model number (Examples of model numbers are: dv6001xx or dv9090xx)" DV6110us
"The edition Vista or XP you are running" Not important, as no OS will turn the WLAN on.
"The details of the problem " The orange light for the WLAN switch doesn't turn blue. I've pointed out that this is an indication light, which means that when the card is powered up the light will switch to blue. Mine doesn't turn blue, and the card is virtually non-existent.
"I hope you find this information helpful."
You know what would be helpful? Getting a full retail price refund or a notebook not prone to this issue. Oh, and world peace... be we all know none of those are going to happen!
"I do want to point out that although this is an important issue and has a tremendous amount of attention inside of HP, it only affects a very small percentage of notebooks out in the market."
As Oyvind pointed out, it's way past too late. And what percentage exactly would that be? I would like to see quantification of that statement. Oh, and perhaps the small percentage comment is exactly why you started out apologizing for HP's lack of interest in this case in the first place! Guess what? The money I paid for this machine is no small percentage of my budget, so HP shouldn't care how many it affects.
-Nate |
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Barry Sebastian
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Nov 4, 2007 01:46:34 GMT
Unassigned
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I am pasting in a sort of log I wrote after purchasing a HP dv9420us laptop a week and a half ago. Sorry for the length - but this thread is already out of control in that dept. Hehe. After Anna's post asking us to supply details... here are mine.
Liking the specs and value at $899 with rebates, bought dv9420us on 10/22/07.
- Vista Home Premium 32 bit
- Broadcom WLAN 4.102.15.61
- 2G Ram
- 2 120 GB HDs
- Athlon dual core 2.2
Out of box, system had nice features, and everything worked fine. Proceeded to connect to home network with D-Link WUP824 router, with 3 XP SP2 PCs (2 Home and 1 Pro - 1 is old wireless Toshiba notebook connected wirelessly). The new dv9420 is intended as a replacement for the Toshiba. Note - Network with XP machines has worked flawlessly for years.
Once connected to router, began configuring dv9420 for email, etc. Note - the 9420 was the only system powered on, as I was doing this late at night, and no one else needed to be online. Got everything configured, and email accounts started receiving mail. Internet worked fine. So, I loaded an old favorite game - Quake3. Updated to point release 1.32, and set up key bindings. Went to internet and was horrified to find that every 10-15 seconds my connection would drop - getting the dreaded phone jack (for those not familiar with gaming, that means the network connection is viewed as lost). But, the connection would come back - for another 10-15 seconds. This is totally unacceptable for online gaming, and was my first indication of problems.
Went researching for possible fixes for this, and that's when I found there are a lot of other problems with these dv6xxx and dv9xxx laptops. I then starting experimenting with my network configuration. I found that when I turned on one of the other XP machines, that connectivity to the internet died. The dv9420 still thought it was connected, and the system tray network connection icon indicated the connection was live (indicating network connected, but local instead of internet). However, ALL OTHER PCS on the network were dead in the water too. The only way to recover was to cycle the power on the router. So, as long as the dv9420 was on and looking for a connection, NO ONE in the house could count on being able to connect because the whole network would go down, unexpectedly. After resetting the router, it might last 5 minutes, or it might last an hour. Very strange.
Another weird thing - I found that if running on battery power, the internet connection seemed to die sooner. Like when power would drop to 90% or so. I could reconnect though. I did find a post on the Microsoft web site about a possible problem with Vista if accessing a WLAN on battery power, and dropping the connection. So, I tried making some changes in Mobility Settings, so the laptop wouldn't try to disconnect the WLAN to save power when it sensed battery power going down. I can't say as it helped, because I am still losing the WLAN connection regardless of whether on AC power, or battery.
OK, what I have tried:
- I was able to improve my gaming problems by tweaking the Broadcom Advanced/Property for WZCIBSS Channel Number to match the channel set in my D-Link router. Now, from what I know, Vista isn't supposed to be worrying about WZC, whereas XP did. So, why this would make a difference is beyond me. I also changed Minimum Power Consumption to "Disabled" because of the Microsoft Vista issue with power management and dropping connections.
- Once I found this forum (and I did read it all over a couple of days), I tried updating drivers, which did not help. I also tried unchecking IPv6 and QoS Packet Scheduler. This seemed to help, in that as long as no other computer is turned on, on the network, the dv9420 stays connected fairly long. Up to a couple of hours.
- With IPv4 specified in wireless networking properties, I even tried specifying the IP address, subnet mask and default gateway. No improvement.
- DHCP is enabled. And netBIOS setting is at the default. (Have not tried specifying enabling or disabling NetBIOS over TCP/IP)
- I also tried connecting via another wireless router - Linksys WRT54G. I was able to connect to the router, and when also connecting the Toshiba, I could see files on the Toshiba, but neither the dv9420 or Toshiba could get out to the net. I didn't bother troubleshooting much further as it was just a test.
- I did submit a HP support email describing my problem. After about 5 days, I got a long winded response, that basically told me to let Vista repair the wireless connection, and update drivers (which I did - i.e., the "July" Broadcom driver), and update the BIOS (which I have not), and that the cause "could be incorrect wireless settings, corrupt drivers, system file issues, hardware issues, etc." Now wait a minute. This is a brand new laptop. Then, they sent me a follow up email asking if their response corrected the problem. I will copy this entire journal in as a response to that.
- Reading through the posts in this forum, I noticed that many folks don't even get a blue light on the wireless switch. Well, I always get the blue light, but lose the connection as described.
What I have not tried:
- The BIOS update. maybe I will try that, since just to eliminate it as a cause.
- Returning the unit to HP. I guess I could do that before I load a bunch of other software on it. But, that would be a headache, and from the posts so far, may not even guarantee true repair over the long term.
- Buying a Mac.
My inclination at this point, since there has been SO much trouble with WLAN issues,... is to just return the unit to CompUSA. I might go with another Toshiba (the one I have that still works is about four years old with no issues during that time - execpt that the battery no longer holds a charge). Intel Core 2 was my original choice, so maybe I'll end up with one after all.
Some links I ran across during my searches:
Losing vista wireless connection
====================================
Uncheck TCPIP 6 and QoS packet scheduler:
http://www.chicagotech.net/netforums/viewtopic.php?t=251)
Uninstall and reinstall adapter (per HP)
http://techrepublic.com.com/5208-6230-0.html?forumID=101&threadID=228934&messageID=2329133
http://techrepublic.com.com/5208-6230-0.html?forumID=101&threadID=228934&messageID=2293930
MS - change to Vista registry to disable broadcast flag so IP address can be obtained.
http://support.microsoft.com/kb/928233/en-us
HP forum dv6000 and dv9000 (This forum):
http://forums1.itrc.hp.com/service/forums/bizsupport/questionanswer.do?threadId=1136440&admit=-682735245+1193781301576+28353475
MS web site - re, WLAN conx loss when running on battery power:
http://support.microsoft.com/kb/928152/en-us
--------------------------------------------------------------------------
Did a netsh wlan command to get WLAN details. If anyone wants to compare...
netsh wlan>show all
Wireless System Information Summary
(Time: 10/27/2007 2:37:46 AM)
=======================================================================
============================== SHOW DRIVERS ===========================
=======================================================================
Interface name: Wireless Network Connection
Driver : Broadcom 802.11a/b/g WLAN
Vendor : Broadcom
Provider : Broadcom
Date : 12/19/2006
Version : 4.102.15.61
INF file : C:\Windows\INF\oem29.inf
Files : 1 total
C:\Windows\system32\DRIVERS\BCMWL6.SYS
Type : Native Wi-Fi Driver
Radio types supported : 802.11a 802.11g 802.11b
Authentication and cipher supported in infrastructure mode:
Open None
Open WEP
Shared None
Shared WEP
WPA2-Enterprise TKIP
WPA2-Personal TKIP
WPA2-Enterprise CCMP
WPA2-Personal CCMP
WPA-Enterprise TKIP
WPA-Personal TKIP
WPA-Enterprise CCMP
WPA-Personal CCMP
Authentication and cipher supported in ad-hoc mode:
WPA2-Personal CCMP
Open None
Open WEP
=======================================================================
============================= SHOW INTERFACES =========================
=======================================================================
There is 1 interface on the system:
Name : Wireless Network Connection
Description : Broadcom 802.11a/b/g WLAN
GUID : 961be424-e3ab-4f70-967c-4af7e105020b
Physical Address : 00:1a:73:50:f2:f1
State : connected
SSID : bdswn04
Network Type : Infrastructure
Radio Type : 802.11g
Authentication : WPA-Personal
Cipher : TKIP
Connection Mode : Auto Connect
Channel : 4
Receive Rate (Mbps) : 54
Transmit Rate (Mbps) : 54
Signal : 89%
=======================================================================
============================= SHOW SETTINGS ===========================
=======================================================================
Wireless LAN settings
---------------------
Show blocked networks in visible network list: No.
Auto configuration logic is enabled on interface "Wireless Network Connectio
n".
=======================================================================
========================== SHOW PROFILES NAME=* =======================
=======================================================================
=======================================================================
Applied: All User Profile
Profile Information
-------------------
Version : 1
Type : Wireless LAN
Control options :
Connection mode : Connect automatically
Network broadcast : Connect only if this network is broadcasting
AutoSwitch : Do not switch to other networks
Connectivity settings
--------------------- |
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Bill Mezian
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Nov 4, 2007 07:57:27 GMT
Unassigned
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Barry,
My first post with the same issues was on Oct 11. I have not experienced the loss of the wireless card (my system is new, and most didn't lose it for several months), but the wireless connectivity is terrible. I tried every driver/setting change possible and nothing helped.
When the broadcom card did connect, I would mainly get about a 1.5Mb connection (with an 8Mb pipe) that would deteriorate down to about 300K and never recover. Note that I am 8 feet from the router. It didn't matter whether I was using the Dlink or Netgear router. When coming back from standby wireless would never reconnect. Starting off cold, I would have to reboot to get any kind of throughput at all, and I couldn't touch the system until after everything loaded or the connection would be crap. I work on the net and could not deal with this. If I didn't spend several days loading the system with software, I would have returned it.
I purchased a Belkin expresscard wireless adapter and it solved all of the connectivity issues. I am getting the 8Mb connection I'm paying for, and it has no issues returning from standby or anything else. The $50 I paid for it is nothing compared to the time/effort I put in trying to correct what is basically a piece of crap card. Maybe somewhere they will find Vista drivers that actually work, but for now my broadcom card is turned off and disabled in device manager. |
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Barry Sebastian
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Nov 4, 2007 11:39:58 GMT
Unassigned
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Amen, Bill. I read your original post, and in fact, checked a Micro Center store nearby for that Belkin express card you mentioned, but they didn't have it... or any express cards yet. I did however try a USB adapter... D-Link WUA-2340, which is "Vista compatible." I downloaded the current Vista drivers from their web site, and figured since it's a D-Link, it ought to be compatible with the D-Link router as well. It did connect fine, and maintained the connection. Until I turned on the other XP machines. When I did that, bloop... all connections lost. Had to reboot the router, as with the Broadcom. Wondering if it was a router issue, that's when I tried the Linksys. It really appears to all be centered around this dv9420. Everything else works fine until I bring it into the mix. Bill - by chance are you running other machines on your network? Just wondering if they all keep their connection if the HP is running?
I was actually planning on boxing it all up today, and taking back to the store. Hate to do that because I've already cut out the bar code from the box and sent in the rebate stuff. So, it is going to be a pain. And, I do like the HP ,... if it would only maintain a connection. Thanks for posting! Like everyone else, time is precious, and the 20 or so hours I've put into this is totally ridiculous. That's why I was hoping the new USB adapter would have fixed it. Maybe I'll try reading today's Sunday ads to see if anyone is selling the express cards yet. That will be my last attempt. (Sorry, I should have included this in my "Things I've tried list.")
Thanks,
Barry |
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a12turo
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Nov 4, 2007 22:09:09 GMT
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sooo my two cents:
i would suggest talking to someone on the chat that they have set up .. they helped me ..plus i wasnt put on hold just need to have sometime to spare LOL
HEY THIS WORKED FOR ME:
step 1: Resetting system BIOS:
1. Turn on the computer.
2. At the HP Logo Press the F10 key.(old notebook f2)
3. When the BIOS boots up, press F9 to set up defaults.
4. Make sure the 'Yes' is highlighted and hit enter.
Carl: 5. Press F10 to save the changes.
6. Make sure the 'Yes' is highlighted and hit enter.
7. The computer should then shut down and reboot. This will reset the BIOS to its default settings.
step 2
Step2: Install the wireless drivers:
Here is the link for the wireless drivers:
Carl: ftp://ftp.hp.com/pub/softpaq/sp36501-37000/sp36542.exe
Note : Copy the URL and paste in the address box of the browser, then press Enter Key.
Step 3: BIos update:
Here is the link for bios update:
Carl: ftp://ftp.hp.com/pub/softpaq/sp36501-37000/sp36551.exe
Note : Copy the URL and paste in the address box of the browser, then press Enter Key.
Step 4: resetting the wireless device:
Here is teh manual which consists of steps:
http://h10032.www1.hp.com/ctg/Manual/c00737799.pdf
Note : Copy the URL and paste in the address box of the browser, then press Enter Key.
Carl: Page number: 108 of 233.
...ill update to see how long it works for! GOOD Luck |
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Bill Mezian
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Nov 4, 2007 22:24:22 GMT
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Barry,
Yes, I have 2 WinXP and 1 Win2K systems on the network also without any problems. I got the expresscard wireless adapter at Staples. Dlink also makes one but I was unable to find any locally even though Office Max advertised having the card.
I disabled HP wireless assistant, and have turned off notification of new networks (right click on the connection icon in the tray) with the hopes of reducing the connection polling.
Also, the internal broadcom card is disabled in device manager and the switch on the front of the computer is turned off.
I wish I could be more help to you, but I don't have any idea why it would be knocking other systems off of your network. |
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Rai Lynn
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Nov 4, 2007 22:44:47 GMT
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well i just got the new wireless card delivered and as expected it din't solve the problem.
The link for the BIOS is corrupted (well at least that how it appears to me after i have finished downloading it).
I guess whats left now is back up my data (AGAIN!) and send it back. Just in case:
Pavilion dv9205us
AMD turion 64 X 2
Nvidia Geforce Go 6150
Vista home premium
And I still can't get the built in camera to work 100% of the time with quikplay (thats another issue most of this notebooks are having) |
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a12turo
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Nov 4, 2007 23:51:45 GMT
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nevermind please .. dont mind my last post .. i was on the last step .. and well its ridiculous!...
my last advice if ur still under warrenty ... contact HP... and send it in :( |
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ne_moose
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Nov 5, 2007 06:30:24 GMT
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HP Total Care Anna,
My recommendation to HP would be to take several of the laptops from customers that are having the problem. Give the users a new PC. Keep the problem PC's for whatever diagonise that is needed. This way hopefully HP can solve the problem and the customers will not lose use of their machine.
By the way, the biggest problem that I have is HP's total failure to react in a timely manner! From a business prospective you have spent more time and money and losing customers than if you just replaced the defective units to begin with.
Dave |
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William Hazlegrove
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Nov 5, 2007 07:12:39 GMT
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I'm back. Followed all of Anna's advice - nothin happining. I can't afford to be without the laptop right now, and do not have the time or patience to go through the torture of dealing with HP Total Care at this time. Since I have 6 months left on the warrantee, I'm going to see how this thing develops before I jump in. Plus, I can't help but believe that the "fix" that HP is currently performing might just be putting in a new version of the same old motherboard that is going to fail 5 or 6 months down the road (after the warrantee period has expired). I know that we need to keep this thread alive (and on topic!) and I have sent my info to Fuentes who is compiling a list. I'm heartened to hear from Anna that HP is working on this problem "Night and Day"
In the meantime, I have purchased a Belkin N series Express Card wireless adapter (for about $50) and it is working flawlessly. |
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Dave Brock
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Nov 5, 2007 08:27:29 GMT
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Anna,
Perhaps folks with this problem might find it useful if HP set up a way for people to document that their computer has the "disappearing wireless device" without having to spend a significant sum of time on the phone with tech support only to eventually find out tech support has no real advice other than to transfer their problem to a case manager.
I suggest:
1)a single case manager become responsible for resolving (or at least communicating with) the issue for everyone with this problem
2)establish a shortcut method for folks to notify HP that they have this problem vice the long phone call to tech support method
3) HP communicate what they know about the problem all at once to the list of folks with the problem
My DV 9000 was replaced but I am still tracking the issue because I am concerned that the replacement computer will also experience the same problem. |
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Jeremy Lott
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Nov 5, 2007 11:21:12 GMT
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Anna,
I'm adding my name to the list of those who have had this disappearing wireles NIC problem. I've followed all of the steps that everyone suggests, have been on chat with HP several times and am still without a wireless card.
My most frustrating point is that when I first started chatting with HP about this they said they would have me send in my laptop for repair. Before the chat ended they wanted me to update the bios. I did that and naturally had to reboot my computer (which is my defective HP laptop) and lost the chat. A few days later when I had the time I got on chat with them again. Again they said they would have me send it in and they took down all of my info and said they would email me with the rest of the details. I got no email. They stood me up. A few days later I had the time to chat with them again. Luckily I had my chat session ID from the last time and so I could give that to them instead of giving them the whole story again. Again they said they'd have me send it in. I gave them all of my information and expected a box to arrive soon. I got an email the next day saying they didn't get all of my information. I'm sure they had everything. At this point my 12 month warranty had just expired. A few days later I started another chat, referenced the previous chat session and the support rep said that they couldn't do anything for free since my warranty expired. I can only assume that they were stalling during my last chat session and conveniently lost my info because they knew my warranty would be up soon.
Anna, is there anything I can do here?
I have a DV6058CL with XP.
Another note, it seems like I received an email from HP about three months ago (which I read and deleted) notifying me that they were extending the warranty on my laptop for another 18 months. Anna, can you verify this? |
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Luciano Pocahy
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Nov 5, 2007 17:28:57 GMT
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Bob Shannon
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Nov 5, 2007 20:57:25 GMT
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Ana,
Please add my dv6227cl with vista 32-bit HPE to the list. The wireles card suddenly disappeared (amber light on) after approx 6 months of use. After going through the HP tel. support and following all the steps (bios flash - including the softpaq you mentioned, reseatting wireless card, system restore, and system re-install, as of a few moments ago I'm now waiting for my prepaid box to arrive to send entire unit back to HP.
Interestingly, the hardware specialist wanted me to return only the wireless card but I requested to return the entire machine. He felt strongly that returning only the card would solve the problem.
Will advise how this plays out and monitor this thread for developments. Many thanks to all who posted - what a revelation it has been. |
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Barry Sebastian
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Nov 5, 2007 22:15:13 GMT
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Bill, and all,
Follow up on my previous posts a few days back... Checked Sunday ads for expressCard wireless adapters. None listed. So, I took a chance based on Bill's post, and stopped by a Staples store on my way home from work today. They had ONE Belkin N wireless expressCard adapter (F5D8073)! No other brands either. So, I put down my $70 (no sale price). Got it home, opened the box. Put in install CD. Installation stalled when it realized my OS is Vista. Not compatible. So, went to the Belkin support site, and did find a Vista version. Downloaded it, and ran the exe. Got an error stating "Error 2, running command setup.exe." I noticed that the extracted files were being placed in a subfolder, and went there and found there were two setup files. I ran one and got an error. I ran the second and the installation began (yes!). The driver (version 1.0.3.0 7/26/07) installed. But no network utility or anything. From there, I took Bill's advice and disabled both the Broadcom wireless adapter and HP wireless manager. And turned off the wireless switch on the front of the laptop (intentionally getting the dreaded orange light!). Went to select my wireless network, and was prompted for WPA key,... entered it, and was asked if I want to connect to this network in the future - said yes. Connection has been stable at 54mbps for 42 minutes now. Plus, I have my Toshiba XP laptop sitting right here next to the HP, and running an internet connection on it. They are getting along so far. So, for the moment, I am hopeful.
IF this continues to work, my recommendation is to bite the bullet (if you intend to keep your HP) and buy one of these Belkin N Wireless ExpressCard Adapters (http://catalog.belkin.com/IWCatProductPage.process?Product_Id=372146). Since Belkin's site says "sold out" maybe all the HP owners are already doing that? Others would probably work fine too, but Bill and I can atest to these working with these HPs and the Broadcom problem.
I can take my D-Link USB adapter back and recoup some of the cost. But, it's worth it to not have to fool with this any more! (fingers crossed that it will keep working) I think HP should reimburse us for an expense like this. Ultimately, it would be way cheaper for them vs shipping, and guessing at what the fix should be... motherboard, new Broadcom card... etc, etc. Waaaaay cheaper!!
Thanks Bill - I was within a hair of taking this thing back (and as I've said, I do like the laptop - that's why I picked it!). I'll post again, after I've given these connections some time to drop - so more later.
Barry |
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Jeremy Lott
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Nov 6, 2007 00:44:11 GMT
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Luciano,
Thanks so much, that's exactly what I was looking for.
Jeremy |
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Gary Swain
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Nov 6, 2007 13:06:56 GMT
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I have a V3015NR with the AMD. My wireless is gone as well. I just got off the phone with tech Support and was told that since my warranty expired 3 weeks ago, I am on my own. They wanted to sign me up for phone support for $99 a year, but that would not cover fixing the WLAN problem that so many are experiencing. Has anyone else encountered this problem? If so, what has been said or done? this is an obvious problem that HP recognizes and should address regardless to length of warranty coverage. Could this be a recall issue? I have tried everything from flashing the BIOS to reloading the drivers for the broadcom. I did manage to get the WIFI back up after removing the chipset and re-booting. I then put the chipset back in and re-booted in SAFE Mode. At that time, the chipset was found and installed. I then rebooted in normal mode and it worked until it went to sleep at which point, the WLAN disappeared from the system. Like all others, nothing in the device manager even though under system info, it's listed. This is my travel laptop and is used every day for work. It needs to be fixed regardless of warranty. |
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Dave Brock
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Nov 6, 2007 19:21:07 GMT
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Gary,
More than likely you will experience intermittent wifi loss until ultimate failure. My advice is to find another wifi interface device - usb, pcmia or whatever ports you have available on your system and buy it now before you need it, late one night in a hotel far from home. My internal wifi was on and off far a few very frustrating weeks before it failed permanently.
Dave |
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KahlerJ
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Nov 7, 2007 14:49:57 GMT
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Hello folks. My name is Jim Kahler. I am the director of warranty and support for HPâs North America Consumer PC business. Iâd like to share my perspective on many of the questions that have been asked here and in the media. You need to know that Iâm not a product or technical expert, so Iâll be leaving the technical details to Anna.
Let me start first by stating that we will do a better job of actively monitoring and participating in this forum. For that lack of participation in this conversation I apologize to all of you, and I would like to thank ZDNet for bringing it to our attention. I will expand on that later, but would like to focus first on our approach to provide technical options to you through this forum.
A few days ago Anna from HP just posted more information about the issues you are highlighting to us along with our best recommendation to pursue resolution. Anna is an engineer who works in my organization. She is part of a team of engineers whose primary responsibility is to isolate technical issues from our support operations and work with our product development teams to create solutions that can be delivered back to customers through the HPâs support channels. Most of the documents you see on our support web sites originate from the work these folks do.
On Oct 22 Anna posted the original response to what we thought was a known issue weâve been addressing for some time in our other support channels. She followed up the next day, Oct 23, to make sure everyone knew what the latest BIOS release was, as we had seen many examples of customers using the wrong BIOS version that did not fix the issue. In retrospect, itâs clear you wanted more information about the source of the issue and why the BIOS solution or product repair is the first option we are recommending you try before calling in to set up a product repair event.
I hope you find Annaâs recent post more informative. It should explain in more detail our current solution, and efforts we are making to investigate the situation in more detail. I can assure you that engineering and management resources have made this a high priority. I personally have learned more about internal buses, chipsets, BIOS fixes and signal amplitude than I had ever expected. There will certainly be more updates coming from her in the near future so stay tuned.
Now let me get back HPâs participation in this forum. We manage the delivery of support to our Pavilion and Presario brands through a completely different group of employees, systems and operating model than we do for our business class products and brands. The needs of those two customer segments can be very different. This forum is something that was originally created and managed for our business customer segment by our commercial support team. Most of the structure and traffic was designed for corporate and business IT professionals to share information with each other, not as an escalation site.
Last year we made links from the consumer web support product pages directly into this forum to see if the forum concept would be applicable to Pavilion and Presario consumers. The only HP monitoring that was in place was to insure the users were following the Terms and conditions of use that each of you agreed to when signing up to this forum. It is clear now that consumers, more so than business IT professionals, expected HP to participate in the conversations happening in the forum to some degree. In order to meet that expectation, I have assigned people to monitor this space going forward and are working on strategies to make it a more relevant channel for support delivery and for product quality improvement.
I still believe that our e-mail and chat support channels, that are not limited to the 1-year warranty period, but free to use for the life of your product, are a better way for you to get answers to specific technical support questions. We will monitor and post technical solutions and recommendations to this forum when appropriate. Our call centers, e-mail, and chat channels of one to one support are available for you to use.
Anna and I will continue to monitor your comments and engage in this conversation going forward.
Regards,
Jim Kahler |
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Brett Rock
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Nov 7, 2007 15:31:21 GMT
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Compaq Presario 6000Z -- Same problem here. What upsets me is - this is a well documented problem, but I was taken thru all the trouble shooting steps. INCLUDING wiping out my hard drive with PC recovery. I lost a lot of software and information that I can't re-install. I will have to pay for new downloads.
I could have been told about the issue and try a BIOS download FIRST....
It would be nice to get a 1 yr warranty extension to cover this issue. |
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Øyvind Nordang
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Nov 7, 2007 15:58:05 GMT
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Nice to see that we are getting some answers. Hey, wait. There's no answers in there. Just more of the same. Telling us that we should use the mail and chat. If you read the posts here you'll see that that's what people are doing and the reason why they are so frustrated. And this forum is the only way for us to get it out. What we want to know is what we can expect. Do we get a refund? Do you send out a recall? |
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Bill Mezian
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Nov 7, 2007 16:51:48 GMT
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Jim Kahler,
Thanks for joining the fray, and letting us know that this will be more of an open dialog, which under the circumstances is really needed here.
Your problems are not only with customers having open support tickets for these issues, but also many others who have not ventured that far due to several reasons:
1. Lack of known working solution, problems returning in notebooks that have been repaired, and systems that are out of warranty with the same defects. I suspect when a real answer is found, you will have MANY more users coming forward, and should extend the warranty service for the affected models accordingly.
2. Terrible support advice like "completely restore the system" resulting in much wasted time and effort, not to mention expense, in users having to reload all of their data and software. Why would this be necessary for a hardware issue that is not solved by driver and BIOS updates anyway.
3. Having systems returned for a mainboard replacement wiped clean and restored. Same reasoning as above. Please have a little more consideration for the time and efforts of your customers in setting up their systems. A Complete restore should only be necessary for OS or disk corruption and shouldn't be used as an "easy step" to restore drivers.
4. There are many folks (like myself) who have not yet experienced hardware failure, just wireless performance from the internal Broadcom W/L that is so bad, it is completely unusable, and forced us to purchase third party solutions. Many of us have systems that are much newer that the ones experiencing hardware failure, so we are here also because we can't depend on what the future holds in this area.
5. I like many in this forum experiencing problems use my system for business (school, etc.) and it is an extreme hardship to send it in for repairs, when some of them have taken a month or longer, not to mention the wiping/restoring issue.
So as you may be starting to realize, what you are reading in these forums are most likely just a tip of the iceberg, an I for one, hope you are able to find solutions that take all of these circumstances into account. |
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Barry Sebastian
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Nov 7, 2007 21:49:11 GMT
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Good to see a post from another HP employee. Let's hope it leads to some solutions.
I just wanted to post that since installing the Belkin ExpressCard I've had much better (consistent) wireless connectivity. But, unfortunately, I am still experiencing a loss of internet access when another network PC is turned on (as described a few days ago - up above). When this happens, in Network Sharing / View Status... the IPv4 connectivity goes from Internet to Local. Odd thing is - it may not happen for a couple of hours. Then out of the blue, my daughter hollers down from upstairs,... "The laptop has killed the network again." At least we know what to do ... reboot the router, and reconnect. But, this shouldn't be happening. It is infrequent enough now, that I'll keep the HP. But, I will monitor this forum to see what HP comes up with for a fix. If it involves sending the laptop in, and having the OS wiped, a new motherboard installed, and a new fangled wireless card installed, I am not sure if I'd do it. As so many have said, it's a major disruption to both productivity and time needed to reinstall software. So, we'll see where it goes.
Barry |
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Henry Conceição
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Nov 7, 2007 22:25:52 GMT
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More one to the list.
Model: dv6058cl
Date of purchase: 04/2007
Same problems. After 6 months, without any problem, the Broadcom started to came and go without any noticeable pattern.
Sometimes it enables with simple boot, sometimes when it is unplugged.
The wifi is my main network connection, and I`ve used it mostly with p to p and http. It operates with good or excellent signal. My router is a linksys wtrg5 or a wtr5g.
I had tried the Softpaq 36551 and for a second, I smiled. After the restart it enabled but after a reboot it went off again.
By the time that it was reported and the nature of the problem, I dare to say that will a pretty hard bug to you HP guys fix.
Any other user is been joked by yours Macbook pro owners friends? |
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lcparker02
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Nov 7, 2007 23:32:12 GMT
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Since there appears to now be actual involvement between HP and the consumers utilizing this forum I would like to reiterate the fact I own a 2000 series suffering the same problems, except there is nothing I can do "on my own" - it's not an option, or at least HP support never offered it the three times I called.
So here are my specs:
Bought: March 2007
Product: Pavilion dv2225nr
Processor: AMD Turion, 64 x2
OS: Windows Vista Home Premium
Problem: Broadcom wireless adapter ran away from home - it worked in the AM and three hours later - WITHOUT BEING TURNED OFF AT ANY POINT - it was just, *poof*, gone.
Anna & John - Has HP figured out why my 2000 is affected if you still don't think it's a complete product defect? |
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JErr
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Nov 8, 2007 03:07:23 GMT
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Model Number: Pavillion dv6000z
OS: Windows Vista Basic
Description:
Well you guys can add one more to the list. I bought my dv6000z in April. It was working fine until Nov. 6, when I turned it on and discovered the internal wireless was not working. The indicator light stays amber no matter if the slider is in the on or off position. I did get it to work again briefly by simply restarting a few times, but this only worked once and no longer makes a difference. Perfect timing, what with finals right around the corner. At first I thought it might have been something I did, but reading this post I'm realizing it's a chronic problem. What the hell, HP. I already tried updating my Broadcom driver and flashing the BIOS to no effect. Just curious, has anyone actually fixed this problem without having to mail their laptop back? I bought the thing through Costco and I don't want to be waiting months to get it back. Thanks. |
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Carey Holzman
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Nov 8, 2007 04:14:16 GMT
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I am doing some research on this problem and may have a possible solution. If you are plagued with this wireless issue, please email me at carey@careyholzman.com
Thank you,
Carey Holzman
Co-Host: Computer America Show |
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James John Mills
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Nov 8, 2007 11:56:59 GMT
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I had this problem - and thats how I found this site, and also the video blog on ZDNet. However, the laptop is a V6065EA and I managed to find their support site for this laptop.
http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01087194&lc=en&cc=uk&dlc=en&product=3213912&lang=en
It actually lists this problem (unable to find wireless) as a known problem. Only thing is my warranty ran out 2 months ago and the serial numbers listed on the site don't match.
I just hope that this can be resolved, as I have recommended HP laptops in the past - depending on how this is handled that may change! |
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Gary Swain
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Nov 8, 2007 12:10:41 GMT
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I just wanted to ad a comment to the thread that V3000 machines are also affected with this problem. It seems like every day now there are more stories about this on the net and they only list V6000 and V9000 machines. Most appear to be AMD processors, mine happens to be an AMD Turion 64 x2 so I would believe that the problems are across the board regardless of models given that all seem have AMD's and either run on XP or Vista. Mine happens to be an XP machine. I don't believe that the OS has anything to do with the problem either. I will also comment that my machine is 3 weeks out of warranty but given the obvious problems here, I will push very hard to get my machine fixed by HP regardless. This thread is just the tip of the iceburg as mentioned in an earlier comment. Once news gets out, HP just might be overwhelmed by complaints and repair costs. |
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Clair Jordan
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Nov 8, 2007 12:57:54 GMT
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Hi everyone,
Add me in to you list. I have a Pavillion dv6000. Got it in Feb. My wireless went down in September. First HP said they would send me a new card. Then they said that I would have to send it in. Did that and got it back within a week and it worked great for about a month. Then I started having a problem with what I thought was my graphics/video card. After a week of trying to install new drivers and trying to unsuccessfully back up my laptop it will now not boot up at all. Tried draining out all the power, removing battery etc. No luck. So now it is on its way back to HP.
Get this, I asked them if I could buy an extended warranty and they said they would not sell me one cause my laptop had broken twice!!! I am so mad.
Hope we can escalate this further |
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Thomas C Perconti
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Nov 8, 2007 21:47:26 GMT
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dv9000ct owner (purchased in Jan 07) here experiencing the same problem since June/July 07 timeframe. The wifi adapter occasionally wakes up when coming out of suspend but that is pretty infrequent. I ended up purchasing a LinkSys USB wifi adapter (my expressCard slot is taken up by the HP TV Tuner card).
I heavily rely on my notebook and cannot afford to be without it for weeks while HP attempts to fix it. If we could keep our harddrives while the system is sent out for repair, or HP were to send an identical replacement system and allow us to swap the drives, that would go a long way in minimizing the inconvenience.
I'm not pleased with the manner in which HP has been dragging their feet on this issue when it is painfully obvious that it is a pretty widespread problem.
I DIDN'T expect it from HP. I guess that I'm just an old IT warhorse that still remembers the world-class products, service, and support that the HP name implied.
...hangining in there keeping hope alive... |
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DAVID NOKES
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Nov 8, 2007 22:44:44 GMT
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Add mine to the list
v6305, Vista Home Premium, AMD Turion64 X2, purchased Jan 2007, wireless disappeared today as described in this thread (no blue light, no wireless adapter etc.) Flashed the BIOS as suggested by Anna and tried most of the other suggestions in the thread---still not working. |
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KahlerJ
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Nov 8, 2007 23:12:39 GMT
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OK, 11 posts on this string since I ventured into these unknown waters. You are raising some good questions; Iâll try to respond to as many as I can.
Brett R: recovery techniques as part of the troubleshooting are no doubt a poor experience. We debate the use of these techniques and the trade offs in customer experience associated with them. Our intent is to try to prevent unnecessary hardware repair events that would require customers to ship in their product to a service center. If we can solve the problem remotely and avoid making a customer give up their PC for several days, we think in many cases thatâs worth the time spend attempting these techniques. But there is a point where troubleshooting techniques have a diminishing return and we just have to ship the product back to a service center for hands on diagnostics and repair.
Bill M: I appreciate your comments. My previous comments on recovery techniques certainly apply to you too. Any sort of product failure is a poor experience for a consumer, and having to spend time to troubleshoot and make a warranty claim is certainly not what anyone wants to go through when buying a new product. But thatâs why there are warranties, to make sure there is a way to fix unintended product issues. In this case I can only reinforce the advice Anna gave. If the bios or other troubleshooting techniques do not fix the problem, then call us and have your product shipped back to our service center. We will replace any failed component on your system. Many of you have raised concerns about replaced motherboards being defective too. I can tell you that the probability of that happening is very low. We measure that closely and feel very confident that weâll fix your product the first time. If it fails again, weâll stand behind it and repair or replace the unit.
Barry: Thanks for sharing your experience. Keep monitoring for more information. If a repair is required, I am confident that we will be able to fix your problem. Weâre currently turning notebook repairs in 3-5 days here in the US over 90% of the time. That varies based on the demand of activity, but now is a low seasonal period before the holidays.
Henry: Thanks for trying the Bios first, sounds like you need a repair.
Lcparker: not sure how much troubleshooting youâve tried with our call center or other support channels. Suggest you go through that process so we can determine if there is a remote solution for you or if product repair is required.
Jordan: While part of me wishes I was in your shoes, facing finals as a student and the likely celebration that follows, Iâm stuck in my middle aged world. Looks like youâre probably going to need a repair too. Like I stated above, the current turn around times are good. Youâd probably get your unit back in time.
Carey: If you have a potential solution, please share it. Iâd be happy to have some engineers test it out and share the results here.
Clair: We have a lemon or 3 strikes policy that states if your product isnât repaired on the 3rd attempt, weâll replace it with a new unit of like or better specs. If you have any further problems with that unit after this repair, call back and refer to this policy.
All: I canât guarantee that Iâll answer every question posted here, but I am humbled by reading your stories and experiences. I feel obligated to participate in this conversation with you. If you feel that I may have ducked your question, please give me a little more time. Weâre listening.
Jim |
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Ambroise Popper
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Nov 9, 2007 01:21:07 GMT
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I have had the same issue of wireless disappearing. After HP changed the system board, the wireless is working fine, but now I have my touchpad going on and off. In fact after reboot I sometimes have it working, but rapidly it does not work and I have to use a plug-in mouse. It seems very similar to the problems I had with the wireless, because I cannot even see the touchpad listed in the hardware devices anymore.
Did anybody experience the same? |
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Carey Holzman
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Nov 9, 2007 01:52:52 GMT
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KahlerJ: We do have a potential solution in the works, however, we are unwilling to share it with your engineers at this time for legal reasons. |
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Gary Swain
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Nov 9, 2007 13:41:21 GMT
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Jim Kahler,
I see that HP has extended the warranty to cover the dv6000/dv9000 and Compaq Presario V6000 Series Notebooks and this now covers the missing wireless in the device manager.
http://h10025.www1.hp.com/ewfrf/wc/genericDocument?docname=c01087277&dlc=en&lc=en&cc=us
This is all good annd fine, but the problem is not limited to particular models. It is limited to particular configurations. Namely the notebooks with the AMD chipset. As I stated earlier, I have the Presario V3000 series with the AMD Turion 64x2 with the EXACT same problem as the dv6000, 9000 and V6000. The V3000 is excluded from extended warranty. What about all the other models with this configuration regardless of model numer???? My warranty expired 4 weeks ago and I am out of luck for repair according to tech support. You are now covering this defect for other models, how about covering this defect for the configuration instead. After all, that is only the right thing to do. I have udated the BIOS, downloaded the latest drivers for the Broadcom, done all possible as suggested by Anna without positive results. HP needs to look at the configuration vs models on this...... Please, help! |
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Bill Mezian
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Nov 9, 2007 14:51:26 GMT
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Gary S.
I don't see it stated anywhere that HP has included the wireless defect in the warranty extension that you refer to. Some are also experiencing loss of USB ports in the same manner that is not stated either. I do believe it is a chipset issue with the combination AMD/Nvida as Intel or AMD/ATI chip systems don't seem to be experiencing this issue.
You may want to send an email to Carey from an earlier post and see if he has any suggestions that interest you. |
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Gary Swain
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Nov 9, 2007 14:58:18 GMT
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Look at the warranty and notice that the wifi issue is now first on the list of symptoms. Below is straight from the warranty extension.
Models are:
HP Pavilion dv6000/dv9000 and Compaq Presario V6000 Series Notebook PCs - HP Limited Warranty Service Enhancement
Step 3: Identify the symptoms
If your computerâs model number and serial number are listed above, the series is within the specified range, and the notebook PC experiences one or more of the symptoms listed below, contact HP during the Duration of the HP Limited Warranty Service Enhancement to determine whether you are eligible for a free repair.
The notebook does not detect wireless networks and the wireless adapter is not detected in the Device Manager.
NOTE: Prior to calling HP for support on this issue, please verify that your system BIOS is version F.3a or greater. If it is not, please go to HPâs web site and download and install SoftPAQ SP36551; verify that the BIOS update has not corrected the symptom before contacting HP.
The notebook has no power and no active LEDs.
The notebook does not start.
The battery charge indicator light does not turn on when the battery is installed and the AC adapter is connected.
The notebook issues a single beep during boot indicating no power.
There is no video on the computer LCD panel or external monitor.
The external monitor functions but there is no image on the notebook LCD panel. |
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Bill Mezian
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Nov 9, 2007 15:16:19 GMT
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The notebook has no power and no active LEDs.
Means it is dead and no LEDs are lit up as in battery charging, power, drive activity, etc. It doesn't address wireless anyplace. |
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NATE NYGREN
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Nov 9, 2007 15:22:14 GMT
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Jim Kahler said: "Many of you have raised concerns about replaced motherboards being defective too. I can tell you that the probability of that happening is very low. We measure that closely and feel very confident that we'ÂÂll fix your product the first time."
Jim, do you have any idea how insulting that is to our intelligence? First of all, if you can't specify the failure cause then there's no epistemological warrant for being certain the replacement boards will not also fail. To me this is like "we don't know why the wings fell off but we've replaced the prop. engines so we're certain that you'll be safe on this flight."
Second, those who have posted here regarding their replacement boards ALSO failing certainly dispels your probability statement, right? So at worst you could argue that the percentage of failures on the replacement hardware is low, but that would assume that you know that others haven't failed as well... but I could assume, just as easily, that the other customers with failed replacement boards were so fed up that they just didn't bother reporting it again.
So, the question I have been asking from the time Anna started posting is, what is the failure cause? If HP can't answer this, then HP can't claim confidence that replacing certain hardware will be a "fix" at all.
A third point: some of us didn't experience these failures for 6 or 7 months after purchase. Certainly there hasn't been enough time to determine that most of your replacements have been a successful fix. A few went bad again after only a few months, but we don't know if the others won't fail in another couple months. Given that you don't know what is causing the problem in the first place and that replacements have also been failing, I'd say that raises the probability from low to pretty high!
Our concern still stands as extremely valid, anyone else agree?
-Nate |
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Brett Rock
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Nov 9, 2007 16:24:13 GMT
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I agree, Nate. I have been waiting for some solid proof my computer will be fixed. Once.
I don't know much about computers, but I do know electronics, seems like a design flaw needs to be fixed.
Is it a heat problem? Mine seems to run warm, but this is my first notebook so I assume it is normal. You know how an old TV needs a slap on the side every now and then...all that heat over time cracks solder joints. |
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NATE NYGREN
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Nov 9, 2007 17:06:11 GMT
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Thanks Brett. I encourage everyone to press HP really hard on these questions: what is failing AND why? Unless they can pinpoint those answers, they can't possibly know that a replacement board will be a true fix.
I mean, what if it IS a heat issue somehow? How will a replacement mobo fix that? Did they identify the failing component and replace all these boards with new components that are spec'ed for higher heat tolerance?? See, that's the kind of critical thinking that needs to be applied when HP is asking us to inconvenience ourselves by sending in our machines REPEATEDLY until they deem it a lemon.
We are entitled to refund or replacement until HP knows how to fix the issue for sure. The law is that simple.
-Nate |
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Bill Mezian
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Nov 9, 2007 17:07:56 GMT
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Brett,
I'd bet if you opened it up, you could fry your finger on several chips. This is the hotest running notebook I've ever had, much hotter than my Toshiba with Intel chip, although the fan in the Toshiba is louder when it is on high cool. I wouldn't want to put this HP on my lap without a buffer.
Soldering joints would account for the intermittent nature of some of the problems, especially if they have gone cold. But it would seem to be in one specific area since so many of the symptoms are the same and happen in virtually the same time span. I wonder if the culprit isn't the solder itself. Maybe a softer mix was used than the standard 60/40 to either save money in manufacturing, or reduce heat needed to set the connections (which I'd imagine would also save a considerable amount of money over the course of millions of laptops).
If it is not a readily traceable chip defect as in a controller chip, it may just be the manufacturing process of these mainboards themselves, which would also account for why HP either has no answer, or is not forthcoming to its customers. |
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TL Fin
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Nov 9, 2007 18:35:41 GMT
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HP dv6105us. Purchased mid October 2006. Wireless stopped working on the beginning of August 2007.
Since the 2nd of August, I've spent hours on the phone with support, with about 6 people. Ran all the 'fixes' with the first support person, no fix. Have gotten contradictory information from each person since.
I purchased a 2wire box in order to use this HP laptop. My old computer does not work with this system, so I have no back up.... anyway.
Gave up & decided to send the compter back to HP. As of the 1st of this month, November, I have been expecting a shipping box, but it has not arrived. Now it is having difficulty starting, takes up to 20 minutes to get it going & my warranty is up. Is HP stalling on purpose?
Really, at this point, I'd like my money back! Or send me a new computer and I'll send this lemon back, ok, Jim? Please!
TL
ps- Yes, Nate, our concern still stands as extremely valid.
pps- Bill, it appears that the wireless issue has just been added to the warranty
extension.... |
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Fausto Rodriguez
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Nov 9, 2007 19:51:42 GMT
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Alright, here's my story thus far.
Bought my laptop (dv6110ca) late december. Early October, the wireless conked out, same as all of you. Rather upset to find out that it's a widespread problem.
HP tech support person #1 was an online tech support (used a different computer), ran me through the standard fixes (BIOS, drivers, etc), and then told me to call for a replacement wireless card.
HP tech support person #2 was very helpful, sent me the wireless card which arrived in two days. I wasn't surprised that it didn't work, but I did appreciate the quick service.
HP tech support person #3 sent me my box to ship out my laptop (box arrived the next day), and I had my laptop back in one week.
When laptop arrived, it would partially start up (got all the way to loading my desktop, once) before suddenly the power would cut out. Sometimes, just the quickkeys and power lights came on, with no screen and no hard disk/fan sounds. The hard disk had not been whiped, from what I saw with the quick glance at my desktop before it died.
HP tech support person #4 was very nice as well. Unfortunately, we did a system restore, which would wipe my harddrive, but the laptop does stay on now.
I have tried hibernating my laptop, and I still have my wireless card for now. Interestingly, for those of you who did a system restore, you might still find your documents. Check c:\documents and settings\users\whateveryournameis. I found my files were still there! Unfortunately, I still have to reinstall most of my programs.
Anyways, am still waiting to hear a real report from HP on what will be done to address this design issue, or else we will simply have the same problems over and over again, no? |
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Renan Lima
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Nov 9, 2007 23:30:21 GMT
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ok, i am renan i live in brazil, i am a brazilian and i have the same problem....i fix with a cheat...first, desable in bios boot with network, save and restart in bios again to enable boot network and save again and boot in safity mode...ok, reboot the notebook, this may make wireless work ok, this is not a permantely fix, but make this work...i think that is a windows problem, not hp only...lets send e-mails to windows too, please, sorry my english and makes me informed for some definity fix. |
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Clair Jordan
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Nov 10, 2007 00:02:34 GMT
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To those of you optimistic cause of this so called warranty. I called HP about it. They told me my serial number is not included in this warranty even though my model number is listed and I am experiencing every problem listed on the sheet.
Go figure. Sent my notebook back today. We'll see what happens. I have about four months left on my warranty. |
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Gary Swain
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Nov 10, 2007 01:10:09 GMT
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Unless HP steps up, I think it would help to take this public. ZDNet is on it, but I think that some of the cable outlets and definitely the big three networks would like to look into this. Maybe that's what it will take to actually see the scope of this problem. I think it is far more wide spread than any of us think. Maybe that would get them to move a little more quickly. |
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Seb Verity
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Nov 10, 2007 15:30:01 GMT
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Just in case anyone thought this was a US problem, I have a dv6152eu that I bought in London earlier this year.
I am suffering from the same problems, ie: my broadcom 802.11 wlan adaptor disappears intermittently from my Device Manager and all references to Wlan go with it, especially after hibernation or standby. The blue light stays infuriatingly on when this happens. I have virtually zero technical knowledge, but have discovered that reinstalling the HP integrated bluetooth module from this site, and removing the HP Wireless Assistant seems to temporary make the Network adaptor reappear, albeit unpredicably.
As I am still on Windows Xp and the other side of the pond to the majority of posters on this thread, I'd be interested to hear if the solutions (and extended HP warranties) that you have been offered apply to us Brits as well. Answers on a postcard please... |
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Chris Burnley
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Nov 11, 2007 00:25:33 GMT
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Indeed, the problem seems to be related to hibernate / standby.
I've been looking into this problem for the last couple of weeks after it started happening to my mother's Compaq V6002au.
I've installed all the updates but the wireless does not work reliably.
Just as write this, I am able to get the blue light to go back on after randomly standing-by the computer (by explicitly going standby and by closing the computer) and trying a combination of turning the wireless switch before and after the system goes into standby. I've managed to get it back 3 times in the last half hour but I can't figure out the pattern to make it work every time.
When I switch the card on, I get "Wireless Card Disabled" from the HP Wireless Assistant, better than was happening before the latest updates.
For the time being, I've bought an external ExpressCard Wireless card (D-Link DWA-643, which is NOT cheap) because it is hard to expect someone without computer knowledge to put up with such unreliability.
My first thought is that it was hardware related, but I'm thinking that it *could* potentially be fixed by software update in the future (is it coincidental that this happened mid last month after a sneaky automatic driver update, between 12-15 Oct ????).
If HP solve this issue, then I'll try to sell the wireless card and try to recoup some of the money I've spent. |
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NATE NYGREN
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Nov 11, 2007 00:38:19 GMT
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Chris, nobody who's had the "blue light special" problem here had it after a SPECIFIC software update... just read the posts and mentally note all the dates. Software issues have been ruled out to the n'th degree. This IS a hardware issue for anyone that's been following this issue for a length of time now.
-Nate |
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Ana Gomez de la Roca
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Nov 12, 2007 12:13:02 GMT
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ok I exactly have the same problem I have a dv6253cl and my wireless doesn't want to work! please HP support contact all us!! because all the people have the same problem with the series dv6000 and dv9000 |
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James John Mills
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Nov 12, 2007 14:56:20 GMT
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My v6065 is not in warranty (14 months old now), but HP support told me that I was not eligible for a free repair.. thats funny becuase it says on the site:
http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01087194&lc=en&cc=uk&dlc=en&product=3213912&lang=en
That the Limited Warranty Service Enhancement is valid for 24 months after intial purchase. Try to explain that to the "UK/India" tech support. Not a chance.
HP want £267 to fix the problem for me. Some how I don't think so.
Can anyone confirm that I am eligible for this FREE repair?! |
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Rai Lynn
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Nov 12, 2007 15:48:23 GMT
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Well after the wireless didn't work I'll be calling HP to send my laptop for the repair but first i'll pass all my files.
I am 100% certain that the problem has to do with hibernate and standby.
Since every time i leave my computer downloading from the internet I set it for the display to turn off. and guess what? when i come back the download has been canceled do to the fact that the laptop doesn't recognize that there is a cable plugged in (red cross in the 2 monitors next to clock)
this happens with the LAN cable and if i use a USB also. I'm still having problems with the camera.....
Does any one else have this : booting up the laptop you see your desktop, but it momentarily goes black and back again and the mouse goes back to the middle? |
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Bill Mezian
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Nov 12, 2007 15:54:21 GMT
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Rai
Yes on boot my monitor "blinks" also. I am having a problem with USB hard drive not being recognized after suspend or hibernate when the system wakes up.
I was having blue screen crashes due to above before loading a couple of Vista hotfixes having to due with usb and docking stations. It seemed to fix the crashes, but not losing the usb drive. |
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James John Mills
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Nov 12, 2007 19:08:16 GMT
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News Update!
HP Technical Support Chat initially denied that my laptop was eligible, but once I had demonstrated that the UK was in fact in Europe, my serial number was within range and that my laptop did have the known wireless problem they agreed that it was good for FREE repair, even 14 months out of warranty.
All I can say, is keep persevering.
My faith in HP has been restored. |
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Gary Swain
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Nov 12, 2007 19:20:11 GMT
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That's a start. You have the V6000 pavillion. I have the V3000 Compaq and they do not even list a Compaq on the extended warranty even though it is an AMD with the same EXACT problem. There will be many more Compaqs that have the same thing happen. I just hope that HP will honor those repairs as well. |
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chris oleksy
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Nov 12, 2007 20:24:06 GMT
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Hi all,
first off, i'd like to thank the moderators from HP for trying to comfort us with the wireless problem we are all having. Also thanks to all of you posters for doing trial and error fixes that saved me from resetting my system and losing everything.
There are a couple issues i want to address with HP.. i own a compaq presario V6110US and of course like many of you, my warranty has expired a couple months ago. What is HP, knowing that this is such a major issue, going to offer us as far as free repair services if it comes down to sending the computer in?
I am also annoyed by HP's response saying try these steps and if not call customer care.. if they obviously don't know the fix, then why waste our time telling us to call their support center?
As many previous posters have mentioned, HP should take the hit and swap out all defective laptops with this problem. And i can't believe that since july til now, with so many engineers working for them, they have still not resolved the issue. Is this a marketing scheme to avoid costs of fixing the problem because they want us to buy new equipment? I feel that there are enough of us users to demand a prompt fix from HP for this problem, either a software fix, free hardware fix for those both covered and not covered by warranty, or a brand new laptop.
The reason i'm upset with hp right now is that a laptop is an investment, its not cheap. As a starting small business person, i rely on my laptop daily along with my wireless connection, and i've already suffered with financial losses because i can't be mobile like my business relies upon. And as many of you know, fresh small business owners are in a chrunch with cash, so i don't have that cash to just go out and buy another laptop.
Thanks for reading, and wish all the best with a successful fix to this problem.
Regards,
Chris |
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Clair Jordan
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Nov 12, 2007 21:47:39 GMT
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I feel your pain Chris. I had a huge project I had been working on on my laptop. Due to a second issue on my laptop (the wireless being the first) I was unable to backup any of my files. I am now way behind my deadline and the project will cost me twice as much to produce. I run a new business from my home and this time of year is crucial. I have been told to expect my laptop back around the 20th.
Clair |
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Italo Siqueira Lima
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Nov 13, 2007 11:34:58 GMT
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Hello, my name is Italo and I bought a dv6000 Pavilion notebook last year, October 26th. After 7 months I got the very same problem described here: wireless no longer was available, even was being detected by Windows. I've tried the same hints available in this forum (reinstallation of drivers in safe mode, enable "Boot from network card" in BIOS, system recovery) just to find the same problem after the first reboot.
I know I still had warranty, but I've bought this notebook in France, when I was studing abroad, though I live in Brazil. The warranty is valid only in Europe, so I came here expecting to see a solution (I an easy fix is avalable, I could check it out with a specialized notebook fixing store) and/or see if an expansion wireless card (or even an USB access point) would work. So far I've seen a few experiences with D-Link and Belkin cards, so I'd like to know from more users here in this thread how's your experience so far with wireless adapters. I see this option would be the cheapest and fastest for me.
For the HP Support Team, my specs:
Model: HP Pavilion dv6120eu (dv6000 series)
OS: Windows XP Media Center Edition
P.S.: This is an european model. I've found at least two persons here who also bought their laptops in Europe. A friend of mine who's still there in France has bought a similar notebook (dv6000 series) before me, and so far hasn't had any problems. |
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Bill Mezian
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Nov 13, 2007 11:58:55 GMT
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Italo,
Belkin expresscard wireless operating flawlessly for better than a month now. Hope this helps. |
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NATE NYGREN
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Nov 13, 2007 12:56:53 GMT
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For those of you who haven't done so already, I highly encourage everyone to contact Cary Holzman at the email address he left above. I did; I was very satisfied with the information he gave me, and it didn't cost me anything.
This isn't for people with software and driver issues, it's for those of us with an actual hardware failure that HP is replacing motherboards for.
Even those of you who have gone out and purchased other wifi devices to solve your issue(like me), you might be interested in the information Carey has, so please look up in this forum for his post and contact him. |
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ddoyle56
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Nov 13, 2007 19:01:16 GMT
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Italo - After the internal wireless card in my DV6000 quit on me in August, I've been using a Netgear USB wireless adapter for months with no problems -- WPN111. Good luck... |
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Rai Lynn
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Nov 13, 2007 20:48:17 GMT
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I just wanted to add
Did the author (John Meaney) ever get a solutio to his problem?
The link that said that the wirelles problem was now adressed has been changed and I can't find it. was it removed?
Nate- did he actually tell you how to solve the problem or just important info we should know? (both are good , but ones really better than the other) |
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Brett Rock
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Nov 14, 2007 06:39:00 GMT
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My Experience:
Sun Nov. 4 - Call phone support, go thru all the steps including reseating wireless card. Told to backup data and do PC recovery. They will call me back the next day...
Mon Nov. 5 - no call, PC recovery did not work
Tue Nov. 6 - I call, get a hardware specialist. Told must send in computer to replace motherboard. Offers to escalate to a quality case manager, they will call within 48 hrs.
Wed Nov. 7 - Try email support, can't help much but offers to arrange a mail in for repair. Gives link for BIOS download. No call from Q case manager
Thur Nov. 8 - No call from Q case manager
Fri Nov. 9 - Nothing
Sat. Nov 10 - I call to ask why I haven't been contacted. I will get a call Mon for sure.
Mon Nov. 12 - Nothing
Tues Nov. 13 - I call, have to demand to talk to Q case manager. I want a replacement, Q case manager says he can't do that. Says the motherboard replacement is the fix by HP engineers and will permanently fix. Does not know about the warranty extension for wireless problem. I have no choice but to send in for repair. Asked how many times will I send in before I get a replacement - "as many as we(HP) want" - nice. I was also told it is a notebook not a laptop and it must be used on a hard flat suface, to prevent overheating.
So I am forced to send in for a new motherboard.
I have a V6000z, XP, AMD Turion 64, (broadcom 802.11 a,b,g? Amber light on wireless indicator and not showing up on Device Manager)
J Kahler - please note the POOR service |
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mr.roboito
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Nov 14, 2007 08:15:01 GMT
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I'm having this problem too. I'm annoyed by it but relieved to see that there is a warranty extension available as my DV6095EA is 14 months old. I'd just like to offer a word of advice: DO NOT SEND YOUR LAPTOP FOR REPAIR WITHOUT BACKING UP ALL YOUR DATA FIRST. You are the only person responsible for this data and if it's lost you won't get it back. I'm hoping that my notebook qualifies for this repair, I expect it to and I'm going to do a full back up and reinstall before I send it anywhere as I don't want my photos, music and files anywhere other than in my own possession. |
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wburton
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Nov 14, 2007 08:30:23 GMT
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Just thought I'd add to the list of people having the problem.
I'm on a Presario V6133EU, bought in Dec 06. The problem started happening in about Oct. My wireless adapter dropped out of Device Manager i cannot get it to turn on whatever i try, with whatever OS i use. It doesn't even appear as an "Other Device". HP support didn't mention that it was a known/widespread issue.
Took it back to the shop i bought it from, and after much wrangling i was told I would have to get an out-of-warranty repair, because i had more than one problem with the machine (my power socket was loose).
I took matters into my own hands with the power socket and got that fixed, but haven't been able to sort out the wi-fi. I tried another wi-fi adapter (of a different brand) in the socket, which didn't work. I can't see any other connection problem or anything wrong with the motherboard.
Only yesterday did i find this thread - wish i had found it earlier! My warranty is up now i think, so HP probably won't take it back now.
Tried updating the BIOS to the latest version, which only lists "battery failure" as a fix, and mentions nothing about the WiFi issue. Is a further BIOS fix required from HP for this particular laptop?
I haven't got around to reading the entire thread yet, but i might be able to find some useful information from it. |
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Gary Swain
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Nov 14, 2007 09:53:37 GMT
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Jim Kahler,
What the heck is going on with the extended warranty??? Has anyone noticed that HP REMOVED the extended warranty coverage for the loss of the wifi from the device manager for the 6000 and 9000 Pavillion and Presario's????? What is going on? I thought HP was stepping up here. here's the link to the extended warranty.
http://h10025.www1.hp.com/ewfrf/wc/genericDocument?docname=c01087277&dlc=en&lc=en&cc=us
There is now no extended warranty coverage for this problem? Why was it removed from the warranty???? Here is what was on the warranty just a few days ago and now it's gone. I had copied and pasted it straight from the HP extended warranty. Is hp NOT going to address this?? After an extensive look at forums on the net, there are literally thousands of postings regarding this problem. How is HP going to address this? You can't bury your head in the sand on this one. Help us!
(extended warranty as of a couple of days ago)
HP Pavilion dv6000/dv9000 and Compaq Presario V6000 Series Notebook PCs - HP Limited Warranty Service Enhancement
Step 3: Identify the symptoms
If your computers model number and serial number are listed above, the series is within the specified range, and the notebook PC experiences one or more of the symptoms listed below, contact HP during the Duration of the HP Limited Warranty Service Enhancement to determine whether you are eligible for a free repair.
The notebook does not detect wireless networks and the wireless adapter is not detected in the Device Manager.
NOTE: Prior to calling HP for support on this issue, please verify that your system BIOS is version F.3a or greater. If it is not, please go to HPâÂÂs web site and download and install SoftPAQ SP36551; verify that the BIOS update has not corrected the symptom before contacting HP.
The notebook has no power and no active LEDs.
The notebook does not start.
The battery charge indicator light does not turn on when the battery is installed and the AC adapter is connected.
The notebook issues a single beep during boot indicating no power.
There is no video on the computer LCD panel or external monitor.
The external monitor functions but there is no image on the notebook LCD panel. |
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NATE NYGREN
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Nov 14, 2007 10:42:36 GMT
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Relax about the warranty page, ppl. If you hadn't noticed it was only posted for specific serial numbers in the first place, whereas this issue extends to more than those specified on that page... I'm sure it wasn't going to do you any good anyway because even if they extended the warranty on the notebooks, they still don't know what is failing and why.
-Nate |
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Philip Helmer
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Nov 14, 2007 13:31:25 GMT
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First of all, I would like those of you who have stayed with this issue and had the hardest knocks to know that I appreciate your persistence more than you will ever know.
My DV6000z was purchased configure to order in November 2006 and the wireless went out about 2 weeks ago. Same as most everyone else, intermittent return of the card, never to be heard from a couple days after the trouble started.
This past Saturday, I finally had the time to call HP (it took 2 hours total). At the time, I wasn't aware that the phone # listed on that "free repair" page was just a plain 'ol Total Care number. After the first person went through the steps you've all heard by now (BIOS update, etc.), I was transferred to a "hardware dispatch" person to arrange for the return shipping box to be sent. Lo and behold, that person also wanted to take a stab at troubleshooting (even though I told both employees about the known issue page). FWIW, my serial # does fall into that original serial # range.
There was never a case manager involved, but they did send the box (it's heading back to HP today).
One thing that is different in my case (I haven't seen it on this thread, at least) is that my wireless light does go to blue, but I think it's because the integrated Bluetooth is working. Flipping the wireless power switch causes HP Wireless Assistant to report Bluetooth on and off, but the 802.11g wireless is still on the lam. This was also pointed out to the Total Care rep.
In addition to the wireless problem, it also has the strange behavior of turning itself on whenever it pleases. It doesn't matter:
- what Windows power settings are in effect
- whether I used Shut Down, Hibernate, or Stand By
- whether the lid is open or closed
- what peripherals are connected
- whether it's running on AC power or battery
- what outlet in the house it's plugged into
- whether it's plugged into surge protection only or UPS
There are no power "events" in the house when this happens. I'm not using a remote control that would activate the IR sensor in front. It does explain why I would go somewhere with it and have a dead battery by the time I get there.
I do feel confident that a motherboard replacement would fix the wireless issue, but I am concerned that the wireless may just be the weakest link in a chain of problems. Perhaps the people whose displays, touchpads, etc. were acting up and the other misc. problems are seeing the future of their laptops (er..notebooks ;-D) more than those who are only having wireless trouble so far.
Being that my warranty was about to go out and I was concerned there would be more to come, I asked (on that same call, with the initial rep) about extending my warranty (hilarity ensues):
The HP Store shows 1 year additional without accidental damage as 169.99, but the hardware must be in "original working condition". I asked about that note and was told that, indeed, I could not extend with the wireless not working correctly. He even confirmed that the problem would have to get fixed in the next 2 weeks (when the original warranty runs out) in order to extend the warranty, even though the original hadn't expired yet!
After my reaction (noting that my opinion of HP had suddenly plummeted more than it already has) and some "research" on his part, he came back with an offer for 1 year additional warranty for 139.99 and accidental damage for 10.00 more. My advice: if you're still in warranty but close to expiration, extend it unless you have the cash for a replacement now. Even if you do extend, it might be a good idea to start saving up for your next PC now.
To HP: Communicate!!!! I know not everyone sends in those registration cards, but I'm pretty sure a lot of us here have done so. Where's the email? Surely, if HP engineers have been using posts on this thread for months, they've come to some conclusions by now. Why not let us in on it?
As for the person who went for days without a promised callback: just because other-giant-computer-companies-whose-operating-systems-you-sell behaves that badly doesn't mean you have to as well. Responding in a timely fashion only when ZDNet columnists post articles or when customers send "letters to the CEO" is more insulting that not responding at all. Before anyone from HP drafts their next reply on this board, make sure it meets 2 criteria:
- It's not something that has already been said (see previous reactions from forum members re: "update your BIOS"
- It's not a copy and paste straight out of a HP policy manual (to paraphrase a movie line, why are you trying to diffuse a bomb that's already exploded?). |
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Philip Helmer
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Nov 14, 2007 13:34:23 GMT
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Whoops, my PC is running XP. The Vista upgrade disc has never left its envelope. |
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Clair Jordan
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Nov 14, 2007 18:52:58 GMT
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I got the same info that Philip did when I asked to extend my warranty. They told me that cause by "notebook" had broken twice that I could not by a warranty. When I complained enough and asked to speak to the support persons manager I was finally offered the warranty Philip mentioned above.
Just to recap my dv6233se had wireless issues in September, sent in for a fix and got it back in a week. About two weeks ago it started turning itself off, or the screen would just go crazy. Sensing a problem, I tried backing up my system but it would not stay turned on long enough to back anything up. Tried to install new driver for the graphics card that didn't work. Finally it started booting completely. HP sent me a box Friday the 9th. I sent it back same day and received my notebook back today. For repairs it says battery and thermal pad. Now the tech didn't even have me send in the battery and they attached this new one which I hate. It has "feet" and the notebook no longer lays flat. I am guessing this is to aid in cooling perhaps. I am going to call HP when I have two hours free and ask for details. I did take out the new battery and put the old one back in to see if it works and it does so it makes me wonder if there was really something else wrong.
Four hours later notebook appears to be working great and they did not restore my hardrive so at least my project, although two weeks late now, is still on here. I just feel on edge wondering if this fix will hold. I will probably buy extended warranty at some point cause I am not confident that I won't have more issues.
I am going to keep monitoring this thread. I just wish HP would fess up to the problem and extend our warranties. I actually love the features of this notebook just dissapointed that it doesn't seem to be the quality product I though I had purchased.
Clair |
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ne_moose
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Nov 15, 2007 06:32:43 GMT
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Hi Everyone,
I have a sugestion. Let's get some sort of numbers of people who have had or are having the wireless problem.
Please post the following:
Model: DV6040US
Date of Purchase: September 2006
Date problem appeared: June 2007
First Contact with HP: June 2007
HP Action: Replaced motherboard in October.
Status: Working
MISC: Emailed HP CEO in October.
Numbers should be interesting.
Thanks,
Dave |
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Øyvind Nordang
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Nov 15, 2007 07:41:41 GMT
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Oh joy! As I've told before I'm experiencing the wireless problem for the second time. I bought a USB wireless adapter and was happy with that. But guess what, now the screen picture is gone as well. The PC boots normally but nothing on the screen, not even an external one. So that's it! I'm sick and tired of all the problems this laptop has given me! Called support, but they would only send the laptop to the same place the shop where I bought it will send it, so I'm going to the shop now. Let's hope the warranty holds. Wish me luck! |
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Gary Swain
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Nov 15, 2007 07:59:43 GMT
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Compaq Presario V3015nr
AMD Turion 64 x2
(Important as problem machines all are AMD)
Wireless gone from device manager.. Poof!
Date of purchase - Oct 2006
Date of Problem Oct 2007
(out of warranty)
first contact with HP Oct 2007
Status: As of last night, I called the number I was given when I emailed the CEO. I spent about an hour on the phone explaining the problem, my research into it and how I had proceeded. The rep I spoke with mentioned the extended warranty that had been updated to include the wireless problem at which point I mentioned that the wireless lose had been remeoved from the warranty url. He indeed looked and was shocked. He had never seen an item removed from extended warranty before. Neither of us knew what it meant, be he was going to note it with corporate. After much discussion, HP agreed to fix my machine and is going to replace the motherboard. My shipping box is on it's way and I'll post the net results here when it comes back. point is, that you need to stay on top of HP and move up the ladder so to speak. Now for the Million dollar question. How long will it take for the wifi to disappear again??? Any takers on that? Good Luck all... |
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Mark Sjolin
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Nov 15, 2007 10:40:08 GMT
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Add the laptop infront of me as another with a SECOND dead wireless card. When the first card died suddenly, we convinced HP to send another. It worked great for 5 minutes, long enough for me to download some security fixes which required a reboot. After rebooting, the replacement card was dead. Working with HP is a nightmare - they insist on treating hardware issues as software issues. I'm computer hardware savvy so I know a hardware issue when one. Thanks to this forum, I'll be back on the phone with HP again today, flatly refusing to play their game of "re-image the machine, then we might believe it's a harware problem" |
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NATE NYGREN
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Nov 15, 2007 11:37:40 GMT
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Mark, take the time to read through this thread. It has nothing to do with either of the cards. Both of those cards will work in other machines. |
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T. Muir
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Nov 15, 2007 17:49:55 GMT
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My Presario V6120US (XP Media Center Edition) worked fine until a Mid-October software update. This is probably the same one mentioned by another poster on Nov. 11. I have been through the same attempts described in the forum. The Broadcom wireless network adapter is missing and does not install.
Funny thing is I purchased another laptop before the V6120US running Vista and had a horrible time. The drivers weren't functioning properly and other issues. I paid a restocking fee to return it and get the V6120US instead. |
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Bob Shannon
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Nov 15, 2007 23:25:22 GMT
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Wanted to get back with my return experience. Took just 2 days to get my shipping box and just 5 days total turnaround to get my notebook back with new motherboard and blue light problem fixed. (possibly temporarily if post is accurate) Very impressive repair time. In summary, it took 4 individuals on 3 lengthy phone calls over a period of 4 days to get to the return authorization phase. Nobody called back as they promised. 2 individuals were very unprofessional and tried REPEATEDLY to hawk warranty upgrades at extra cos. and 2 were extremely good. (I beleieve I may have been dealing with 2 centers in different parts of the world). My service ticket(s) couldn't be accessed by subsequent techs. Wiping the drive at tech support's suggestion was really a pain. Looks like I have an extended warranty on the problem which is a plus. It will be interesting to see how profitability, the marketplace and consumer choice interplay in determining how successful HP is in mitigating the exposure this is causing them. |
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Dave Brock
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Nov 16, 2007 07:22:30 GMT
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Jim and Anna,
Any luck at identifying the cause of these woes? I know your team has been working hard on the problem.
It sure would be nice understand the cause and long term fix. I and others invested more time trying to work through the problem than we care to remember.
Dave |
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Gamy Goomy
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Nov 16, 2007 09:21:16 GMT
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Just adding my name to the list..
Laptop: DV6412EJ
Purchased: 9/2007
Symptoms: I guess I'm one of the few who's WiFi card still works.. But it's completely unusable.
It will sometimes detect wireless networks, sometimes it won't, sometimes it will connect to these networks, sometimes it will refuse to, sometimes it will connect but disconnect after a few minutes etc...
When it does work, it usually performs very badly (Connection goes from Good to Poor in a few seconds).
I tried an external wireless card (An Edimax 7318ug I use for my desktop PC) and it works great.
The biggest problem I guess is that I'm from Israel, and for some reason no one in Israel is aware of this issue (Customers, HP Israel, Press etc.) so I'm having a real problem convincing support I even have a problem!
Waiting for a solution..
Gamy. |
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Piotr Nester
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Nov 16, 2007 11:35:59 GMT
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I have the same problem as all of you with my Broadcom 802.11 Multiband card. I don't see it in the device Manager and HP Wireless Assistant. I installed the newest drivers but it didn't help. Sometimes when I turn on my laptop everything is working properly but another time the problem occurs again. It's really irritating because it's not my first problem with this laptop. It was two times in warranty repair concerning other issue so my suffering continues.
HP Pavilion dv6000
My OS is Windows XP |
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RMurr
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Nov 16, 2007 11:42:48 GMT
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I have a DV6258se running Vista Business which I purchased 10 months ago. Looks like I can be added to the list with no working wireless. Tuesday of this week it was working just before I shut the laptop down for the night. When I powered it back up in the morning - no wireless, no blue light and HP Wireless assistant does not work. I reinstalled the drivers but that didn't work. Then I found this thread! I'll be waiting for some direction on this as well... |
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John O'Brien Jr.
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Nov 16, 2007 12:57:24 GMT
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Received replacement wireless card and same old story. Worked for a few minutes, then quit for good. HP offered to send me box and repair at their facility, but I don't want to be without for that long. May change mind yet. |
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Philip Helmer
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Nov 16, 2007 14:28:51 GMT
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Model: dv6000z (Configure to Order - AMD)
Date of Purchase: November 2006
Date problem appeared: October 2007
First Contact with HP: November 2007 (original warranty still in effect)
HP Action: Computer received by HP service center today for diagnosis/repair.
Status: Unknown
MISC: Had to fuss a bit to buy an extended warranty.I even asked them "what about my hard drive, screen, etc. that is still working fine, unrelated to wireless and I want to protect them?" The initial response (paraphrasing) was "sorry, no can do." If you want to get an extended warranty, you have to stay on them and don't take no for an answer.
HP provides a page to check your repair status. The "Failure" shown on that page is "PCMCIA function failure". I don't know enough about laptop innards to know if an internal card uses that bus. They should know it's an internal one since the support rep had me open the laptop. Just in case, I included a 1-page letter describing the problems (including battery/random startup).
Clair, after telling them about how HP Battery Check showed some weirdness with one of my batteries, they had me include it.
The best thing I can say about this whole experience is that they sent me some superb packing materials to return my computer in.
For those of you who still need to get on the phone with HP, have something else you can be doing near the phone and computer. It will take 2 hours, but for every 2 minutes you're talking with the rep, they'll have you on hold for 5-10 minutes.
HP added wireless to the free repair page then removing it. Let's also remember that they supposedly have been aware of this for months but are only now updating their site (2 times) to reflect it. Extended warranties were sold only after much complaining. |
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KahlerJ
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Nov 16, 2007 17:24:44 GMT
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Hi folks.
I just want to highlight that the program notice has been posted regarding this wireless issue. If you are out of warranty and your product experiences the issue and falls in the defined product and serial number range, we will provide a repair at no charge in accordance with the following document.
http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01087277&lc=en&cc=us&dlc=en&product=1842189&lang=en
There is a list of FAQs in the program document. I would encourage you to read through those details. There is a special phone number for those of you who are out of warranty but now qualify for this service. This number is for US and Canada only. We have set aside special agents who can focus on this issue only, so we would expect a smoother experience for you if you fall into this category.
Jim |
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NATE NYGREN
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Nov 16, 2007 17:37:57 GMT
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Jim, has HP determined what is failing and why? If not, how do you know that replacing motherboards will get to the root of the issue?
-Nate |
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Dave Brock
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Nov 18, 2007 21:21:26 GMT
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Jim,
Hopefully your repair and special number solution will be better for both customers and HP. The special number certainly would have made things considerably easier as I worked through my situation.
The whole DV 9000 experience left me pretty worn out and frustrated. However I think it says a lot that you and Anna came onto the forum, got involved and took action.
Dave |
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Pavel Machalek
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Nov 18, 2007 22:25:35 GMT
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Dear Jim Kahler,
I have tried to get the repair for my DV6000 which is within the serial number range indicated in your link and I can not tell you how frustrating it is to do that even on the provided number 1866-671-7362.
First of all: nobody in India has a clue about this! They just keep transferring you around and eventually kill your call. HP is shooting itself in the foot with this kind of behaviour to customers.
Second of all: US case managers at 1-877-917-4380 extension 94 option 1 also DO NOT know about this and will lie in your face as case manager James did just on Friday 11-16 well after this infor was released by HP. He charged me $312 for a repair that was supposed to be free. I am braving myself for another confrontation tomorrow.
I wanted to assure you that an experience of having been sold an HP Pavillion notebook with a defective motherboard and then recalcitrantly admitting to fix it for free while case managers continue to charge you and lie to you is very likely to influence my choice of my second notebook and people within the IT purchasing department here at Johns Hopkins University. Well done, HP, you are digging your own grave.
respectfully,
Pavel |
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NATE NYGREN
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Nov 18, 2007 22:44:32 GMT
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Pavel,
My case manager, Carlo, said that these internet forums can't be trusted when I told him how many other people are having problems. How do ya like that insult? I was also told that the DV6000 series had no known issues. I pointed out the recall for battery and monitor issues, and his reply was, "well yeah, but that's not wireless issues."
-Nate |
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Wayne Zhao
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Nov 19, 2007 18:02:47 GMT
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It WORKED!
I installed the new driver and loaded setup defaults of the BIOS and the wireless came back on!
YAAAAAAAAAAAAAAY!
Finally good news
Now to the bad news:
My ethernet adapter(that has the same problem as the wreless card) still is broken.
Please Help!
Thanks,
Guys |
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Pete Bryden
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Nov 20, 2007 06:50:19 GMT
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I've had a similar problem with a DV9000 - my wireless now won't detect any networks at my office (three are available), but it finds my wireless network at home with no problem. Seems strange to me. Any ideas why? Is this part of the same problem discussed on this thread? |
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Bill Mezian
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Nov 20, 2007 07:30:34 GMT
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Pete,
If you read up earlier in this thread, there are some of us who don't presently have a problem with wireless disappearing, just crappy performance that makes it unusable. Even connecting to a network does not guarantee a usable connection. Whether the problem is Vista or Broadcom drivers, or poor design of the card itself, my internal connection is totally unusable.
I am using a Belkin expresscard external adapter that works great. Dlink also makes one. |
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Pavel Machalek
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Nov 20, 2007 12:52:06 GMT
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I have a followup on my warranty call on DV6000z for a defective graphics card and a dead motherboard. You have to call
1-877-917-4380 extension 94 option 1
and insist to talk to case manager Jean Moore. Seriously none of he other guys know about the "HP Limited Warranty Service Enhancement" which you HAVE to mention to her in these very words to get the free repair.
If she's not there insist anyway to talk to her, oftentimes the other guys will just try to get rid of you.
If this does not work email
external.ceo-communication@hp.com
and let them know what you think about HP Warranty service. If you want you can try to call Jim Kahler The Director of Warranty Support on (650) 857-1501 and complain. If he's not around (which he isn't, and does not return calls) try the CEO of HP Mark Hurd on
http://www.hp.com/hpinfo/execteam/email/hurd/index.html
Good luck
Pavel |
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NATE NYGREN
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Nov 20, 2007 13:23:34 GMT
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Bill,
It seems that you might be in the wrong thread if you're having issues unrelated to the rest of ours. Did you try updating your BIOS to increase performance? Perhaps you should start another thread related to your specific problem. Usually, netiquette dictates that hijacking a forum by posting unrelated topics is a no-no ;-)
-Nate |
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Clair Jordan
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Nov 20, 2007 15:05:08 GMT
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As I mentioned before, I just got my laptop back about a week ago. Seems to be working okay except for two things
They put this new funky battery on it. My notebook no longer sits flat on a surface. The put this huge clunky battery on it that has feet and forces the notebook to sit at an angle. When you try to hold it in your lap it sits sideways cause the battery does not run the entire lentgh of the notebook.
The fan in loud and seems to run constantly.
Sometimes when I set my hands down to type, it sometimes makes a buzzing noise accompanied by a small vibration.
Any ideas?
DV6233se.
Clair |
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Bill Mezian
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Nov 20, 2007 15:32:54 GMT
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Nate,
Thanks for the -net- lesson. My HP is only 2 months old and one of the models that is broadly experiencing the disappearing hardware syndrome. Since most have experienced it with more age on their systems than me, I can not rule out the fact that my hardware may indeed fail in the near future.
AFAICS, the wireless issue I and others are experiencing may be related to the disappearing problem, and possibly a quality control issue with the circuitry, whether with the main chipset or wireless card/connection. Drivers do not solve any of the problems, including mine.
The fact that the working answer for me, an outboard expresscard, has also helped others in this thread who have no connectivity whatsoever due to hardware failure, I believe justifies the space of my posts. |
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NATE NYGREN
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Nov 20, 2007 15:57:12 GMT
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Bill,
That's fine, but did you try the BIOS update to increase power to the bus that the internal WLAN card is on?
I can assure you, a weak signal is not a symptom related to an outright hardware failure. Your issue sounds like a power problem right now. I understand, though, if you have the same model series as the rest of us that you may experience the same problem we're having down the road.
-Nate |
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Bill Mezian
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Nov 20, 2007 16:09:30 GMT
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Yes Nate all updates in place including BIOS. It is not a weak signal. Signal is solid, usually at 54Mb (I am 8 feet from access point). Throughput is the problem. My 8Mb pipe connects at between 1-2MB at best, and diminishes to about 380K. Although this may not specifically be a hardware issue at this point as in the hardware is disappearing, it may be a buggy chipset, cold solder, or other motherboard issue.
I appreciate your response, but as one much wiser than me once said, "I'm only here for the beer." |
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Bill Mezian
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Nov 20, 2007 16:15:58 GMT
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Yes Nate all updates in place including BIOS. It is not a weak signal. Signal is solid, usually at 54Mb (I am 8 feet from access point). Throughput is the problem. My 8Mb pipe connects at between 1-2MB at best, and diminishes to about 380K. Although this may not specifically be a hardware issue at this point as in the hardware is disappearing, it may be a buggy chipset, cold solder, or other motherboard issue, as well as broadcom card, drivers, or Vista. Nothing has worked so far and I will not rule out hardware until an answer is found/given for the disappearing issue, and my system doesn't start exhibiting the same behavior.
I appreciate your response, but as one much wiser than me once said, "I'm only here for the beer." |
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Chase Gamradt
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Nov 20, 2007 22:10:05 GMT
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As with the numerous others here, I too am experiencing the same problemm. I have a Compaq Presario V6110US that is running XP Media center. I read through most of this thread before i reluctantly tried the "new" BIOS f.3a (which, of course, did nothing.) I've had my notebook for just over a year (when I called the support center earlier this week about my problem they informed me that my warranty expired a week ago) and it work relatively fine until this past week. I sent an email "to the CEO" with the link provided a few posts up, but I kow that it really won't make a big difference by myself. I urge everybody to send an email to that link showing their disgust with how this has been treated, and hopefully a few more people inside HP will notice that something is very wrong here. Still keeping my fingers crossed that ANYTHING will help. |
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Bill Mezian
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Nov 20, 2007 23:23:59 GMT
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Just as a matter of interest... in today's newspaper HP exceeded Wall Street's profit forecast by a considerable margin for last quarter mainly due to strong laptop sales and the high profitability of printer ink.
Go figure- |
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Cheryl G.
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Nov 21, 2007 00:08:19 GMT
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NATE NYGREN
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Nov 21, 2007 09:27:28 GMT
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So get this, the other day I get a call from a Matthew Meyers of HP's Escalation team. He tells me that HP has assigned him to this issue and he's re-opened my case to see if I'd like to send in my notebook for repair.
First question I ask is, does HP know what the issue is and why it is happening? He said that they need to see my notebook to diagnose it. I reply that they've had plenty of others come in with the same issue and haven't they diagnosed those?? His response... "it's possible that your issue has a different cause, so we need to have your machine in to diagnose it's problem." I argue that HP doesn't even know what was wrong on the other boards, to my knowledge, so why assume that all these hundreds of machines having the same symptoms are so different in the actual cause?
People, don't fall for this BAD line of reasoning. Possibility and probability are two vastly different things. I suppose it's possible that aliens are breaking our PCI Express Bus when we're not looking, but it's not probable :-) Probability has to do with statistical averages and unless HP can show me that on average the causes of the issue are different in each machine, then there's no reason to presuppose that my issue is cause by anything different than what went wrong in the other machines. So my question about diagnosing the boards that they've already replaced is still valid. I asked Matthew what they've found out on those boards and he simply replied that he didn't work with the technicians so he doesn't know. Yet he was insistent that they need to diagnose mine.
I asked Matthew if he'd read through these forums, now that HP has assinged him to be the expert in handling these calls. Nope, he hasn't. Unbelievable...
HP still doesn't have a certain fix and I still refuse to send my machine in without some certainty that the source of the issue will be remedied. |
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Malin Bruland
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Nov 22, 2007 11:15:12 GMT
Unassigned
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I'm using a dv6158eu
For those who state this to be a driver/windows problem. I am a kubuntu/linux user and this happend when I was using Linux. I rebooted in to windows to check wheter it was a linux problem, but it was not there either.
Some tips I have read made the card work for some reboots and then dead again.
I would like to know if the intel wireless card work as a replacement for the broadcom card? Or does it work with intel processors only? I'm using AMD
link to the card I'm talkin about:
http://www.komplet.no/k/ki.aspx?sku=324018 |
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NATE NYGREN
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Nov 22, 2007 11:39:10 GMT
Unassigned
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No, Malin. There's no power being provided to the bus that the card is on, so no matter what you put in there it won't be powered up.
-Nate |
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Brett Perkins
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Nov 22, 2007 19:32:53 GMT
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Well add me to the list,tried reinstall drivers, done bios reflash, reinsatalled vista and tried UBUNTU and XP but no avail HP seems not to want to help. hopefully someone finds a solution soon |
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Jill Knoblich
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Nov 23, 2007 00:34:44 GMT
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I have had the same problem (amber light always on and cannot detect any wireless networks) with my dv6000 since September (of course 1 week out of my warranty). HP would not give an exception to me even though my laptop had been in for service 3 times in less than a year (they almost had it more than I did this last year). I will be calling HP tomorrow about this Limited Warranty and see where that takes me. |
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Dave Brock
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Nov 23, 2007 10:50:28 GMT
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Check Kahlerj's post above. He offers two items of information that you should care about:
1) an extended warranty for this problem
2) a summary of HPs 3 strikes then replacement policy. |
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John Bender
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Nov 23, 2007 14:11:22 GMT
Unassigned
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Hello, first post, I've been having the same problem (no wireless access; orange light always on; wireless assistant disappears).
I bought my configure to order (AMD dual core) in January. Around April, I had the wireless problem. Not thinking
much of it, I set about trying to fix whatever was going on. Help screens led me to the conclusion wireless device had
been disabled in BIOS, the solution being to restart then f10 into BIOS to re-enable. Attempting to do this (and
believe me, I did NOTHING more that restart->f10) brought down the entire system. It wouldn't power on, pushing
power button emitted a long beep, then nothing.
I called HP, went through various rigmarole, removing/reinserting battery, power cord, drive, all that. Nothing
worked, so I shipped it in for repair. There were some problems: the first CS tech entered the wrong serial number,
so over a week went by and I never got a shipping box. This ended up taking hours of chat and phone time to suss
out. Then the second tech told me to include my battery in the box, the opposite of what the first had said, but I
included it and shipped it off.
Repair was supposed to take five-seven days, I believe. Instead, it took over two weeks, and my computer came back with no battery. More chat, phone time. Finally got a case worker, very helpful man, and the new battery was delivered in about five days. Computer worked fine, although I was irked that they included nothing indicating the
source of the problem.
Last night I was browsing the web and-- guess what? You bet, the same exact thing is now happening. Orange light, no HP wireless assistant, nothing relevant showing up in windows device manager. This morning I booted up and had both the wireless assistant and a connection for the time it took to eat a bagel. Shut the laptop, got some coffee, came back, and-- what do you suppose? Yes sir, orange light and the rest.
I have no idea what to do. I can't be without it for another two weeks, especially considering the repair won't even fix
the problem for good. Looks like some have had success with replacing the LAN; suppose I'll have to try that. |
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John Bender
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Nov 24, 2007 16:39:49 GMT
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A few clarifications to my firs post:
- The laptop is a dv6000z
- AMD dual-core
- Running XP Media edition
- This time the problem seems linked to automatic updates. Several times now, I've been able to regain wireless by shutting down. Shut down takes a LONG time, displays message "do not turn off--installing updates-- 1 of 2"
- After power-on, I have wireless, but it goes away if the laptop goes on stand-by or hibernate (have to keep it running)
- I tried disabling automatic update; now I get now wireless at all
- Unlike last time, the HP Wireless Assistant shortcut remains, but still nothing happens when you click it
- Coincidentally or not, a couple days before the problem started, I downloaded and used Windows Installer Clean-Up, which I had to do in order to finally uninstall that wretched Vongo from my wife's profile
- Removed the Windows Installer Clean-Up today, just to see (made no difference)
- Least importantly: I just want to say that I didn't choose the HP just to be "different." I read some great reviews, liked the optional extended battery as well as the look and feel of the keyboard. A big part of my decision was the HP name itself. Like many, I'm familiar with the HP story and their reputation for producing impeccably engineered, top-quality equipment.
I'd also researched and read good things about the AMD dual-core. I did not choose it because I'm "cheap," an accusation I've come across either here or on another board, I forget.
Thanks. |
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Lucas Batista
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Nov 24, 2007 17:23:09 GMT
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Like many of you guys I have been having the same problem for 4 days now.
I called the support and went to all those steps (drivers, update the BIOS and wireless assistant), but nothing worked. HP told me to send the computer in, but I refused because on Anna's post, she said to not to.
Although, the light blue has came back whenever I have tried to mess with the BIOS. Everytime a would change to Enable on the network booting, the light would come back on. However, it always comes back off when the computer is restarted.
I tried to force a diver also. On the device manager I have picked up the Broadcom driver through disk installation at the network adapters. Windows always would state that the device is not working and describe a error 31, so i don't know this helps.
I don't know what it could be, but I'm sure that HP needs bring us a solution soon.
This is a big problem that may burn the company's image out for a long time, so they should worry about it.
I'm still waiting for a solution from HP like many of you guys. |
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dbrown4019
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Nov 26, 2007 01:04:53 GMT
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I've just spent too much time reading this thread and yes, I have the same issue, orange light, etc. It is safe to say that it is a hardware issue and that BIOS updates and all the other temporary fixes are futile. I had the motherboard replaced (@HP)about 4 months ago due to other issues and either they replaced it with another faulty board or the wireless card is junk as well.
I was just asked by my coworker what brand of Laptop would I recommend as her son was looking for one. Guess what my response was. HP needs to take considerably more aggressive action to satisfy us, their (if to remain loyal) customers. This dv9000 was my third HP computer with three printers as well. The lack of customer service with this issue will, at the minimum, prevent me from ever purchasing any other HP products and also encourage me to boisterously refer friends, colleagues, and strangers to stray from HP products, IF THIS ISSUE IS NOT RESOLVED MORE AGGRESSIVELY!
By more aggressively, I don't want to send my computer in to HP AGAIN, wait several weeks to have it repaired, perform all the back-ups, updates, downloads, etc wasting another 25 hours of my time. Send me a replacement laptop that works with a postage paid box that I can return my faulty laptop in. That will at least minimize the time without a useable laptop and demonstrate that by taking such aggressive measures, you are committed to my satisfaction as your customer.
Although this thread is ridiculously long, Anna, I do not believe starting a new thread, will do anything other than demean the issue giving the appearance of a shorter thread. |
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caymansbanker
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Nov 26, 2007 01:48:07 GMT
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You can add me to the list. I bought a DV6458SE in late September, and the wireless has never worked properly. I spent 10 hours on Saturday trying to get the wireless working, and the best I got was a few intermittent episodes.
I cannot believe how much time I have spent over the last two months screwing around with this notebook. I had two Sonys before this HP, and I never once had a problem. My brother had a Sony with a bad hard drive, and he sent it in for service and had in back in hand in three days - that's right, three days from start to finish.
If you do a Google search, then you will see a plethora of forums where everyone is complaining about the same issue.
Come on HP - take care of your customers. |
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ronjones
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Nov 26, 2007 14:07:40 GMT
Unassigned
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Just for the record:
I have a dv6000z, XP, AMD Turion 64, (broadcom 802.11 a,b,g) Amber light on wireless indicator and not showing up on Device Manager)
Purchased it about May, 2007 and amber light only!, just started showing up about 3 days ago. (Nov.23th,2007)
Now I have no wireless. I've tried all suggestions in this forum. |
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Rhett Alexander
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Nov 26, 2007 15:27:14 GMT
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Hey everyone, so after reading the forum, i decided that i too should let everyone know what's going on.
So i bought my Compaq Presario V6210US with Vista Home Premium in February 2007 and around October 2007 my wireless internet suddenly turned off. I've tried pretty much everything that everyone recommended on here, and nothing. Still not working. The Wireless only works when it wants to; completely random.
I called HP and they made me do the lame recovery manager, reinstall drivers, and even to go to the bottom of the computer and take out and unplug the wireless card and put it back in. Of course none of this stuff turned back the wireless. I spoke to a customer care employee from HP and she told me that i have to go to the drastic measure of reinstalling Vista, which will completely erase everything to factory settings. For those that have done this, did it actually work? or should i just not go through the hassle?
I see a lot of people having the same issue, so i'm on the phone right now trying to get a case manager, but like everyone else, they aren't available.
What do you guys recommend i do, should i get a replacement wireless card or should i send my computer to HP to fix the problem? I've read a lot of people have sent it in and got the motherboard replaced and others even got a new computer. To those people, did it work?
I don't know what to do, and it's frustrating me to the nth degree!!!!
Please help.
UPDATE::::: I spoke to a supervisor at customer care and he told me that if you have a Compaq Presario V6000 model with AMG Turion operating system, then the motherboard is defective! You must send in your computer to get it replaced!
He is taking down my information to send me a box and stuff so that they can come and pick up my computer for servicing. |
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HP Share Owner
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Nov 26, 2007 16:20:04 GMT
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Hi Rhett, Sorry to hear about your troubles. However, I think you will find by looking above that some people have received new motherboards and they still have the same problem.
I too have a Presario V6000 model with AMD chip which I purchased back in February, and whose WiFi went south in October.
Our machines came with a 1 year warranty which HP has extended for a further year. So this gives us until February 2009 before we need to send our machines in for HP to mess around with. Hopefully they will have come up with a real fix for this problem by then instead of all this ridiculous trial-and-error screwing around.
In the meantime, I purchased a cheap USB wireless card so that I can continue using my computer. |
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Rhett Alexander
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Nov 26, 2007 21:14:33 GMT
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Hey HP Owner,
i am still a little weary about sending the computer in. The manager supervisor did tell me that they sent out letters for a recall; I never got one. He said that the model (Presario V6210US) we have is defective. He also assured me that once you send it in and the motherboard gets replaced, we shouldn't have this problem.
I know very little about computers and such, what do you think of this? and where did you buy that cheap USB wireless adapter?? |
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Jill Knoblich
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Nov 26, 2007 21:27:31 GMT
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Well, I called HP and actually wasn't on the phone as long as the other bazillion times before! As soon as I reached someone, I mentioned the "HP Limited Warranty Service Enhancement" and he just varified a few things about the computer and is going to send out a box so that I may ship it back to them (again, I think that this is the 4th time in a little over a year)... I will follow up when I get the (hopefully) repaired HP dv6000 laptop back. It should be about a week or two. |
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Philip Helmer
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Nov 26, 2007 23:47:50 GMT
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I got my dv6000z-cto back last week and the wireless is fixed. It took about 8 business days from initial call until it was back in my possession. According to the tracker web site, they received it and sent it back out the next day. Also, this new motherboard has a 1394 port (old one didn't) and the BIOS is version F.3B. With my good battery (see below) the life of a single charge seems significantly longer. Oh, and no major cosmetic dings like others have reported. That's the good news.
Now the keyboard is not situated correctly in the upper right corner of the case. You can really tell the difference when you press the keys in that area (about 1/5 of the total keyboard). There's a strange "thunk" feel to the keys and is inconsistent with the rest of the keyboard. This was not present before the so-called "service".
Clair, I don't know if this is similar to your situation, but I am getting an electrical buzzing sound coming from the computer (no vibration). It's probably some electical noise manifested in the speakers because when I lower the Windows volume sliders (wave and master) below 50%, the noise goes away. Otherwise, it makes the same bzzzzz-zzz-zzzzz over and over again (with pauses in between). Maybe they boosted the power on these newer mobo's so much that it's leaking noise into other components. This happens without any intervention on my part. This was not present before the so-called "service".
Next, they've either installed a ghost (not Norton's) or the power system in general is seriously hosed. What I am about to describe happens regardless of battery only, battery + A/C, A/C only, straight to wall, surge suppressor (2 different ones) or UPS. The computer will wake itself up whenever it pleases. Normally, I have it set to either "Always On" (and I have that option configed to do exactly that, including the screen) or "Max Battery" which hibernates after 20 minutes. Regardless of whether I wait for it to sleep, close the lid (should hibernate), or tell it to explicitly Standby, Hibernate or Shut Down, it turns itself back on. I am particularly upset because I sent the PC to them with a description of the problems including this one. In all fairness, it was not an issue I covered with them for very long on the phone, but I was afraid if I threw too many issues at them at once, they'd get confused.
Lastly, I sent them one of the batteries (their rep told me to do so) because the HP battery check software reported its capacity as about 50-60% and showed 96% charged when Windows read it as 100% charged (and the charge LED on the front was off). From what I can tell, they never took a look at it. Based on the turnaround time, they are obviously more interested in getting customers out of their hair rather than trying to figure out the problems.
Overall, I would say the system fan is on about the same amount it was before the so-called "service". So, unless the new system board they put in has a more heat-tolerant design, I expect the problems will continue.
To sum up, wireless is fixed, battery/power problem still exists and now it's got 2 new bad behaviors that it didn't have when it left my hands. And I'm not terribly confident the wireless won't go out on me again. Looks like I'll be contacting them again when I have another 2 hours to waste.
As another user on these forums mentioned, don't wait too long to send in your system. Surprised to hear me say that? Having no internal wireless is an annoyance with a not so cheap solution (add-on card). However, if it progresses to blank screens, refusals to boot, etc. how are you going to get to your data then? Back up frequently and get it looked at until it's fixed, replaced, or refunded. Otherwise, HP isn't fulfilling its obligation to provide you with a laptop with the features they specified that works as described.
Are the Case Managers only around during US business hours (daytime, M-F) or 24/7?
You know that saying "You can have it done correct, fast, or cheap; pick 2"? I'll take correct and cheap, please (as long as it takes less than a month). HP, I've shown my patience, where's your diligence? Heck, where are any of your representatives? |
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Brett Rock
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Nov 27, 2007 06:37:05 GMT
Unassigned
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I got my notebook back last week. I wanted to use it for a few days before posting.
Repair time was very good - just 6 days from pick-up to return. Computer seems to perform well. Operating temp. is much lower than before. It was very hot to the touch before - now, just slightly warm air is blowing out. I hope this means there was a significant repair and I have no more worries. Time will tell...
Like Nate has been saying over and over - it would be nice to hear someone from HP say " X is the problem, we are repairing it with Y" |
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chattar gill
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Nov 27, 2007 17:52:24 GMT
Unassigned
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Hi Everyone,
The agony doesn't end. I was having the same wireless problem as mentioned above and I sent my laptop for repair, came back in about 10 days, all was well.two days after I got it, it says, ' NO AUDIO OUTPUT DEVICES INSTALLED'. Same problem now with the sound device, they had changed motherboard and washed out all my data and sent it back without re-activating windows, so i spent like 2 hrs resetting evtg when i got it back. Now, I called HP and they are sending me a box again to ship it back. |
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Clair Jordan
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Nov 27, 2007 18:58:27 GMT
Unassigned
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Philip,
The buzzing noise seems to come and go. Not sure where the volume has been when it happens, I will have to try and take note of that.
I also have the problem with my notebook "waking itself up" It did not do this before I sent it in for service.
I have noticed that the new battery they put on, seems to last a lot longer than the old one. I still don't like the fact that my notebook no longer sits flat. It is very annoying if I actually have it in my lap. It makes it difficult to balance.
HP is not including my notebook in the list of those they are offering extended warranties to. Although my Pavillion 6000 seems to be functioning mostly well at the moment, I have to admit that I am waiting for the other shoe to drop. Time will tell....probably after my warranty expires. |
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Dino [CROATIA]
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Nov 28, 2007 04:53:43 GMT
Unassigned
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Presario V6120US...same problem...
Tried everything...
The only thing that works for sure:
1. Restart
2. press F8
3. Safe mode with network
4. Dont do anything
5. Restart
6. Boot normaly
and it works...for a session...until restart/hibernate/shut down
I hope a permanent solution will be here soon. |
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Alter
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Nov 28, 2007 12:20:35 GMT
Unassigned
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Add another dead dv6000 wifi to the list. I've got a HP dv6208nr (I believe that's the model number, it's not in front of me at the moment) with an AMD Turion and Vista Premium purchased around the time Vista was launched. The wifi finally decided to crap out yesterday. I tried the usual fixes before I found myself here (bios update, driver update and reinstall, reseating the mini pci card, etc.) all to no avail. My wifi remains dead, the little blue light won't come on, the device is not listed in device manager (even in safe mode) and hp wireless assistant won't load. Luckily I had a netlink usb wifi dongle laying around so I'm still able to use the computer wirelessly but it looks like the disapearing wifi may only be part of a larger problem. From reading through the comments here (including the high incidence of video and usb failure and the inability of a new mini pci wifi card to fix the issue)it would appear that the problem is due to the motherboard's southbridge going faulty probably due to a poor cooling solution. The wifi may be the first problem to arise but I imagine other issues will follow if this isn't sent back to HP. Crap. |
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Sung Lee
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Nov 28, 2007 22:45:10 GMT
Unassigned
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Hey, I was just wondering if this problem really is indicative of a larger problem? Because I have a dv2120us which has the same wireless problem, and I was wondering if it was worth it to just get a usb wifi adapter? I'm no longer under the warranty, and it doesn't seem worth it to fight with customer support because the dv2000 isn't one of the product models listed as under the special warranty program. If I can expect my screen and usb to start going on the fritz as well, I may as well not buy the adapter and try and get a replacement...I can use the ethernet port for now I guess. For what it's worth, I haven't had any other problems besides the wireless not working, unless you count the laptop running so hot that it shuts down as a problem. However, I have one of those laptop tray fans that I use to keep it from overheating, so I don't expect that to really be a problem. Thanks! |
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Alter
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Nov 28, 2007 23:53:10 GMT
Unassigned
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In response to Sung Lee:
My computer (dv6208nr) is one of those listed as needing repair. It appears from the responses here, as well as HP's actions to correct the problem, that it is a motherboard issue. If your dv2120us shares it's motherboard with the effected computers then that might be reason for concern. The motherboard in my dv6208nr is a Quanta 30B7 with a Geforce 6150 chipset and an nforce 410/430 southbridge. If your motherboard is the same perhaps you can convince HP to repair your computer as well. If you are not already aware, you can easily determine the motherboard in your computer by downloading and running a program called cpu-z (google it). It will provide info about your motherboard under the "mainboard& |
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