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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05091440

Version: 1

HP Elite, EliteBook, Pro Tablet, ProBook and ZBook Notebook PCs - Unable to Connect to Internet After Resume From Sleep Mode With Verizon LTE SIM Card

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 : 20-Apr-2016

Last updated : 20-Apr-2016

DESCRIPTION
The computer connects to the AP (Access Point) but cannot connect to the internet. The AP displays "No Internet access". This issue occurs after the computer resumes from Sleep mode when using the Verizon LTE SIM card to connect to a mobile broadband AP. Connectivity may be recovered by a restart or by resuming from Hibernation, but may still occur the next time the computer resumes from Sleep mode.
Figure 1: Verizon Wireless (LTE) has no internet access:

SCOPE
Computers:
  • HP Elite x2 1011 G1 Series
  • HP EliteBook 725 G2 Notebook PC
  • HP EliteBook 725 G3 Notebook PC
  • HP EliteBook 745 G2 Notebook PC Series
  • HP EliteBook 745 G3 Notebook PC
  • HP EliteBook 755 G2 Notebook PC Series
  • HP EliteBook 755 G3 Notebook PC
  • HP EliteBook 820 G2 Notebook PC Series
  • HP EliteBook 820 G3 Notebook PC
  • HP EliteBook 840 G2 Notebook PC Series
  • HP EliteBook 840 G3 Notebook PC
  • HP EliteBook 850 G2 Notebook PC Series
  • HP EliteBook 850 G3 Notebook PC
  • HP EliteBook 1040 G3 Notebook PC
  • HP EliteBook Folio 9480m Notebook PC
  • HP EliteBook Folio 1040 G2 Notebook PC
  • HP EliteBook Revolve 810 G3 Tablet
  • HP Pro Tablet 608 G1
  • HP Pro x2 612 G1
  • HP ProBook 640 G2 Notebook PC
  • HP ProBook 645 G2 Notebook PC
  • HP ProBook 650 G2 Notebook PC
  • HP ProBook 655 G2 Notebook PC
  • HP Spectre 12-a000 x2 Detachable PC Series
  • HP ZBook 14 G2 Mobile Workstation Series
  • HP ZBook 15 G2 Mobile Workstation Series
  • HP ZBook 15 G3 Mobile Workstation Series
  • HP ZBook 17 G2 Mobile Workstation Series
  • HP ZBook 17 G3 Mobile Workstation Series
Operating Systems:
  • Microsoft Windows 8 (Enterprise)
  • Microsoft Windows 8 (Standard)
  • Microsoft Windows 8 Pro
  • Microsoft Windows 8 RT
  • Microsoft Windows 8.1 (Enterprise)
  • Microsoft Windows 8.1 (Industry)
  • Microsoft Windows 8.1 (Standard)
  • Microsoft Windows 8.1 Pro
  • Microsoft Windows 10 Enterprise (64-bit)
  • Microsoft Windows 10 Home (32-bit)
  • Microsoft Windows 10 Home (64-bit)
  • Microsoft Windows 10 IoT (64-bit)
  • Microsoft Windows 10 Mobile
  • Microsoft Windows 10 Pro (64-bit)
  • Microsoft Windows 10 Pro (32-bit)
Parts:
Verizon Wireless LTE SIM card
RESOLUTION
To resolve this issue, perform the following steps to create a new Internet APN (Access Point Name):
  1. Open Control Panel.
  2. Select Network & Internet.
  3. Select Cellular.
  4. Select Advanced Options.
  5. Select Add an Internet APN.
  6. Type VZWINTERNET in the APN field.
  7. Select Save and verify the new APN has been applied.
  8. Close the Control Panel.
  9. Connect to the VZWINTERNET APN.

Hardware platforms affected : HP Elite x2 1011 G1, HP Elite x2 1012 G1, HP EliteBook 1040 G3 Notebook PC, HP EliteBook 725 G2 Notebook PC, HP EliteBook 725 G3 Notebook PC, HP EliteBook 745 G2 Notebook PC, HP EliteBook 745 G3 Notebook PC, HP EliteBook 755 G2 Notebook PC, HP EliteBook 755 G3 Notebook PC, HP EliteBook 820 G2 Base Model Notebook PC, HP EliteBook 820 G3 Notebook PC, HP EliteBook 840 G2 Notebook PC, HP EliteBook 840 G2 Notebook PC, HP EliteBook 840 G2 Notebook PC (ENERGY STAR), HP EliteBook 840 G3 Notebook PC, HP EliteBook 850 G2 Base Model Notebook PC, HP EliteBook 850 G2 Notebook PC, HP EliteBook 850 G2 Notebook PC (ENERGY STAR), HP EliteBook 850 G3 Notebook PC, HP EliteBook Folio 1040 G2 Notebook PC, HP EliteBook Folio 9480m Notebook PC, HP EliteBook Revolve 810 G3 Base Model Tablet, HP Pro Tablet 608 G1, HP Pro x2 612 G1, HP ProBook 640 G2 Notebook PC, HP ProBook 645 G2 Notebook PC, HP ProBook 650 G2 Notebook PC, HP ProBook 655 G2 Notebook PC, HP Spectre 12-a000 x2 Detachable PC, HP Spectre 12-a000 x2 Detachable PC (with DataPass), HP ZBook 14 G2 Base Model Mobile Workstation, HP ZBook 14 G2 Mobile Workstation (ENERGY STAR), HP ZBook 15 G2 Mobile Workstation, HP ZBook 15 G3 Mobile Workstation, HP ZBook 15 G3 Mobile Workstation (ENERGY STAR), HP ZBook 17 G2 Mobile Workstation, HP ZBook 17 G2 Mobile Workstation (ENERGY STAR), HP ZBook 17 G3 Mobile Workstation, HP ZBook 17 G3 Mobile Workstation (ENERGY STAR)

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05091440

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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