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Repair guides and specifications of the HP Envy 17t, released in 2017. The HP Envy 17t has a 17" display, 16GB of RAM, and an Intel Core i7 processor.

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HP Envy lost WiFi and Bluetooth capabilities

My wife has an HP Envy 17t-cr000 laptop at home that she uses for personal and work purposes. It's several years old and running Windows 11 Home, Build 26100. She had been using it with the internet Monday evening and everything was working normally. It sat in hibernation when she was done, through the next day, into the evening when she got home and had some other work to do. She had no internet whatsoever and the Bluetooth connected mouse stopped working. The error message read: "You're connected using a virtual network adapter that we can't test."

The Wi-Fi was and is working fine, as I could access it on my desktop without problem. The normal options for her to select or add a network or connect Bluetooth were missing completely. The "Plane Mode" option was there, but grayed out. I looked up the error message online and performed the fixes I found, all to no avail. I reloaded all the network drivers as well, but nothing worked.

I contacted Microsoft tech support who walked me through some other procedures without success. They suspected it might have had something to do with the last Windows update, but that was loaded before the problem began, so there was a period under the latest update when everything was working fine. Unfortunately the restore point option had been disabled at some point in the past, so a rollback wasn't possible. However, I was able to do a Windows 11 re-installation just to try everything. This also failed to solve the issue.

I let the Microsoft tech know and they feel they had exhausted all the system fixes and wondered if it was a hardware problem. It was just sitting on her desk, so it wasn't dropped or physically damaged. However, they advised to look for HP forums to see if anyone has any further suggestions, so here I am!

I am not experienced with this stuff, but I can follow directions. I was hoping someone out there would have some ideas for me to try to fix this for her. Perhaps some physical network card is broken, for instance, and could be replaced cheaper than a new laptop or professional repair.

Thanks in advance for any assistance and please let me know if you need further details.

--Gordon

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It sounds like the internal Wi-Fi/Bluetooth card may have failed—try reseating or replacing it (they’re inexpensive) or using a USB Wi-Fi/Bluetooth adapter as a quick fix.

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@gordon9756 check the Windows Device Manager and see if there is any device that shows an exclamation point. The error could be a software issues but I m really leaning toward a failed network adapter.

I'd check the troubleshooting video How to Troubleshoot Wireless Network Connection Problems in Windows 11 on here I am sure you already went through all of this, but I just want to make sure that we are all on the same page, in the same book :-)

check this :

Open DEVICE MANAGER
Open up NETWORK ADAPTERS
Right click on the WiFi Adapter for the pc and left click on PROPERTIES
Click on POWER MANAGEMENT at the top.
Remove the check mark beside : ALLOW THE COMPUTER TO TURN OFF THIS DEVICE TO SAVE POWER
Click OK
Close DEVICE MANAGER and test.

from here, as well. Next you want to go through the check listed by HP on here

Also, check the Computer BIOS for anything odd.

Here are the steps to access and configure Wi-Fi and Bluetooth in the BIOS for your computer

  1. Restart your laptop.
  2. Enter BIOS/UEFI settings: Repeatedly press the appropriate key (usually F10 or Esc) during startup until the BIOS menu appears.
  3. Locate wireless settings: Navigate through the BIOS menus to find settings related to your wireless network adapter or module.
    • You might find it under a section like "Security" then "Device Security" where you'd verify the "Wireless Network Button" is enabled.
    • Some BIOS versions might list it under "Advanced" or a specific "Network" section.
  4. Enable/Disable: Ensure the Wi-Fi/Wireless Network setting is set to "Enabled".
  5. Locate Bluetooth settings: You may find Bluetooth settings within the same area as the wireless settings or in a separate "Onboard Devices" section.
  6. Enable/Disable Bluetooth: Verify that Bluetooth is enabled in the BIOS settings.
  7. Save and Exit: Save the changes and exit the BIOS.
  8. Reboot your system.

To work on the actual hardware for your computer use the HP ENVY 17 Maintenance And Service Guide Page 33 deals with the WLAN module. Let us know what you find out.

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@oldturkey03 Thank you for your reply. Your first suggestion is one I came across when I was searching online.

When I go under Network Adapters in Device Manager, there are two types of "Express VPN" and eight types of "WAN Miniport" listed. When I right click on each, the expected properties dialog boxes open, but there are no "Power Management" tabs or buttons on any of them. All say they are working properly under "Device status." So, presuming these are the adapters you are talking about, I am unable to implement the rest of the actions.

A quick online search shows Express VPN is a legitimate VPN provider that I presume came with the laptop. And the WAN Miniport is a normal adapter. I'm sure you already knew that, but I'm new to this and just wanted to make sure it wasn't a hacking problem!

However, there is nothing explicitly called a "WiFi Adapter" or "Bluetooth Adapter" in the list. Should there be? Or are these them?

[EDIT: I looked on my desktop computer that has working internet and Bluetooth access and confirmed that there are indeed entries explicitly mentioning Ethernet, Bluetooth, and Wireless adapters. So it does appear these are missing from the laptop.]

I was able to access BIOS but I am not seeing anything about WiFi or Bluetooth under the Security tab (or anywhere else). Under Security I see: Administrator Password, Power-on Password, TPM Device, TPM State, Clear TPM, and Restore Security settings to Factory Defaults.

Again with a quick search I now know TPM stands for "trusted platform module," but there is nothing explicitly for WiFi or Bluetooth. Should I be seeing other things like that?

Since it appears I am not seeing things listed that I should, I presume that's a clue as to what might be happening. If that's correct, what am I missing, how do I restore it, and why would it disappear in the first place? Or, is this indicative of a physical hardware problem, such as with the WLAN module in the manual link you sent?

Many thanks for taking the time to try and help me! Hopefully the above will help home in on the issue!

--Gordon

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@gordon9756 yes, it does sound more and more like the module having failed. This is the time where I would think about replacing it. Maybe even try an external WiFI-USB dongle just to see if that make a difference.

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@oldturkey03 That's what I was starting to suspect. I have an external WiFi antenna somewhere...just need to find it! But if the module failed, I presume it wouldn't work either?

In the meantime, I looked up replacing the WLAN module and it seems like a fairly straight forward procedure. The HP video on replacing parts also talks about replacing the antenna wires. Does anything I described sound like it could be an antenna issue? I am guessing not, since it seems like the WiFi reception would just be bad, but I should still see the adapters in Device Manager?

Would this also address the lack of Bluetooth connectivity? Her Bluetooth mouse stopped working at the same time and I don't see any adapters or options to connect, so I presume that went bad too. Is it the same module?

When I search on WLAN module for an HP Envy 17t-cr000 laptop, a bunch of things come up (all cheaper than a new laptop!). Is there an easy way of telling what I need or do I need to open it and see?

Thanks for your help!

--Gordon

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As a follow up - looking at the manual (thanks for the link!), I see there are only two possible serial numbers and both include Bluetooth, so that answers that question, and I presume I'll see which of the two when I open it up. This seems like the logical course of action...

Thanks again and I will report back how things work out!

--Gordon

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@oldturkey03 I had to wait for my wife to get some of her work done on it first, but I opened the laptop and located the WLAN module - all pretty easy. There are a bunch of numbers, however, and I wish I could post a picture here!

Top to bottom are:

Media Tek Model MT7921

AW-XB468NF Revoa, then

WF MAC: E8FB1CDEE609

CT#GMEHA0AM9GL94M

HP P/N:M74497-001

SPS#:M74879-005

SA#:M74498-001

Funnily enough, none are the part number in the HP manual!

I see Media Tek Model MT7921 for sale, but do I need to search specifically for any of the other numbers? I just wanted to make sure I am ordering the correct part!

Thanks!

--Gordon

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