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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c03736033

Version: 1

HP EliteBook, Folio, and ProBook Notebook PCs - External USB WWAN Modem Module Is Not Recognized by Microsoft Windows

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 15-Apr-2013

Last updated : 15-Apr-2013

DESCRIPTION
Microsoft Windows does not recognize the external USB WWAN modem module. The module is not visible in the Connection Manager or the Device Manager.

SCOPE
Information in this document applies to the following:
Computers:
  • HP EliteBook 2170p Notebook PC
  • HP EliteBook 2560p Notebook PC
  • HP EliteBook 2560p Notebook PC
  • HP EliteBook 2570p Notebook PC
  • HP EliteBook 2570p Notebook PC
  • HP EliteBook 2760p Tablet PC
  • HP EliteBook 8440w Mobile Workstation
  • HP EliteBook 8460p Notebook PC
  • HP EliteBook 8460w Mobile Workstation
  • HP EliteBook 8460w Mobile Workstation
  • HP EliteBook 8460w Mobile Workstation
  • HP EliteBook 8470p Notebook PC
  • HP EliteBook 8470w Mobile Workstation
  • HP EliteBook 8560p Notebook PC
  • HP EliteBook 8560w Mobile Workstation
  • HP EliteBook 8560w Mobile Workstation
  • HP EliteBook 8560w Mobile Workstation
  • HP EliteBook 8560w Mobile Workstation
  • HP EliteBook 8570p Notebook PC
  • HP EliteBook 8570w Mobile Workstation
  • HP EliteBook 8570w Mobile Workstation
  • HP EliteBook 8760w Mobile Workstation
  • HP EliteBook 8760w Mobile Workstation
  • HP EliteBook 8760w Mobile Workstation
  • HP EliteBook 8760w Mobile Workstation
  • HP EliteBook 8760w Mobile Workstation
  • HP EliteBook 8770w Mobile Workstation
  • HP EliteBook 8770w Mobile Workstation
  • HP EliteBook Folio 9470m Notebook PC
  • HP Folio 13-2000 Notebook PC
  • HP ProBook 4230s Notebook PC
  • HP ProBook 4330s Notebook PC
  • HP ProBook 4331s Notebook PC
  • HP ProBook 4340s Notebook
  • HP ProBook 4341s Notebook PC
  • HP ProBook 4430s Notebook PC
  • HP ProBook 4431s Notebook PC
  • HP ProBook 4435s Notebook PC
  • HP ProBook 4436s Notebook PC
  • HP ProBook 4440s Notebook PC
  • HP ProBook 4441s Notebook PC
  • HP ProBook 4445s Notebook PC
  • HP ProBook 4530s Notebook PC
  • HP ProBook 4535s Notebook PC
  • HP ProBook 4545s Notebook PC
  • HP ProBook 4730s Notebook PC
  • HP ProBook 5330m Notebook PC
  • HP ProBook 6360b Notebook PC
  • HP ProBook 6460b Notebook PC
  • HP ProBook 6470b Notebook PC
  • HP ProBook 6560b Notebook PC
  • HP ProBook 6565b Notebook PC
  • HP ProBook 6570b Notebook PC
Operating Systems:
  • Microsoft Windows XP Pro
  • Microsoft Windows Vista Business (64-bit)
  • Microsoft Windows Vista Home Basic (32-bit)
  • Microsoft Windows Vista Business (32-bit)
  • Microsoft Windows Vista Home Premium (32-bit)
  • Microsoft Windows Vista Enterprise (32-bit)
  • Microsoft Windows Vista Enterprise (64-bit)
  • Microsoft Windows Vista Home Premium (64-bit)
  • Microsoft Windows Vista Home Basic (64-bit)
  • Microsoft Windows 7 Enterprise (32-bit)
  • Microsoft Windows 7 Enterprise (64-bit)
  • Microsoft Windows 7 Home Basic (32-bit)
  • Microsoft Windows 7 Home Basic (64-bit)
  • Microsoft Windows 7 Home Premium (32-bit)
  • Microsoft Windows 7 Home Premium (64-bit)
  • Microsoft Windows 7 Professional (32-bit)
  • Microsoft Windows 7 Professional (64-bit)
  • Microsoft Windows 7 Starter (32-bit)
  • Microsoft Windows 7 Ultimate (32-bit)
  • Microsoft Windows 7 Ultimate (64-bit)
  • Microsoft Windows 8 (standard)
  • Microsoft Windows 8 Pro
RESOLUTION
The Telephony Service has been disabled. Follow these steps to enable the Telephony Service:
  1. Open Control Panel.
  2. Expand View by: and select Large Icons.
  3. Click Administrative Tools.
  4. Double-click Services.
  5. Double-click Telephony.
  6. Under the General tab, expand Startup Type, then select Automatic.
  7. Click Apply, click Start, then click OK.
  8. Restart the system.
The external USB WWAN modem module will be recognized.

Hardware platforms affected : HP EliteBook 2170p Notebook PC, HP EliteBook 2560p Notebook PC, HP EliteBook 2570p Notebook PC, HP EliteBook 2760p Tablet PC, HP EliteBook 8440w Mobile Workstation, HP EliteBook 8460p Notebook PC, HP EliteBook 8460w Mobile Workstation, HP EliteBook 8470p Notebook PC, HP EliteBook 8470w Mobile Workstation, HP EliteBook 8560p Notebook PC, HP EliteBook 8560w Mobile Workstation, HP EliteBook 8570p Notebook PC, HP EliteBook 8570w Mobile Workstation, HP EliteBook 8760w Mobile Workstation, HP EliteBook 8770w Mobile Workstation, HP EliteBook Folio 9470m Notebook PC, HP Folio 13-2000 Notebook PC, HP ProBook 4230s Notebook PC, HP ProBook 4330s Notebook PC, HP ProBook 4331s Notebook PC, HP ProBook 4340s Notebook PC, HP ProBook 4341s Notebook PC, HP ProBook 4430s Notebook PC, HP ProBook 4431s Notebook PC, HP ProBook 4435s Notebook PC, HP ProBook 4436s Notebook PC, HP ProBook 4440s Notebook PC, HP ProBook 4445s Notebook PC, HP ProBook 4530s Notebook PC, HP ProBook 4535s Notebook PC, HP ProBook 4545s Notebook PC, HP ProBook 4730s Notebook PC, HP ProBook 5330m Notebook PC, HP ProBook 6360b Notebook PC, HP ProBook 6460b Notebook PC, HP ProBook 6470b Notebook PC, HP ProBook 6560b Notebook PC, HP ProBook 6565b Notebook PC, HP ProBook 6570b Notebook PC

Operating systems affected : Microsoft Windows XP Pro

Software affected : Not applicable

Support Communication Cross Reference ID : IA03736033

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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