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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05940601

Version: 1

Advisory: HP ENVY 12-E000 X2 Detachable PCs - Cellular Does Not Establish Connection When SIM Card Is Inserted During Sleep Mode

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 : 02-Mar-2018

Last updated : 02-Mar-2018

DESCRIPTION
The cellular connection is not established. This occurs when a Sim card is inserted and/or switched while the computer is in Sleep mode and then resumes from Sleep mode.

SCOPE
The information in this document applies to the following:
Hardware:
  • Sim card
  • Sim card tray
Computers:
  • HP ENVY 12-e000 x2 Detachable PC series
Operating Systems:
  • Microsoft Windows 10 TH1 (Version 1507)
  • Microsoft Windows 10 RS3 (Version 1709)
  • Microsoft Windows 10 RS2 (Version 1703)
  • Microsoft Windows 10 RS1 (Version 1607)
  • Microsoft Windows 10 Pro (64-bit)
  • Microsoft Windows 10 Pro (32-bit)
  • Microsoft Windows 10 Mobile
  • Microsoft Windows 10 IoT (64-bit)
  • Microsoft Windows 10 Home (64-bit)
  • Microsoft Windows 10 Home (32-bit)
  • Microsoft Windows 10 Enterprise (64-bit)
  • Microsoft Windows 10 (32-bit)
RESOLUTION
To recover from this issue, perform the following steps:
  1. Insert a paper clip into the hole in the Sim card tray.
  2. Push gently to eject the Sim card.
  3. Reinsert the Sim card.
  4. The cellular connection will be restored.
    Figure : Steps to eject the Sim card
  1. Insert and paperclip and push gently
  2. Removing the SIM card
  3. Reinserting the SIM card

Hardware platforms affected : HP ENVY 12-e000 x2 Detachable PC series

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05940601

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 restoration.The 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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