HP EliteBook, ProBook, and ZBook - Intel XMM 7360 LTE-A Mobile Broadband Card Fails to Work or Maintain a Connection

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 : 29-Oct-2018

Last updated : 29-Oct-2018

DESCRIPTION

The mobile broadband card intermittently fails to work or drops the connection. When the issue occurs, one or more of the following symptoms may be observed:

The computer may exhibit one or more of the following symptoms:

Device Manager displays an exclamation mark (yellow bang) warning on the Intel XMM 7360 LTE-A mobile broadband card.
Error code 10 may be displayed.
The card attempts to enumerate over and over but does not install successfully.
The card does not maintain a consistent WWAN connection.

SCOPE

The information in this document applies to the following:

Parts:

Intel XMM 7360 LTE-A mobile broadband card

Computers:

HP Elite x2 1013 G3 Tablet PC
HP Elite x2 G4 Tablet PC
HP EliteBook 755 G5 Tablet PC
HP EliteBook 745 G5 Tablet PC
HP EliteBook 735 G5 Tablet PC
HP EliteBook 735 G6 Tablet PC
HP EliteBook 745 G6 Tablet PC
HP EliteBook 830 G5 Notebook PC
HP EliteBook 830 G6 Notebook PC
HP EliteBook 836 G5 Notebook PC
HP EliteBook 840 G5 Notebook PC
HP EliteBook 840 G6 Notebook PC
HP EliteBook 840r G6 Notebook PC
HP EliteBook 846 G5 Notebook PC
HP EliteBook 846 G6 Notebook PC
HP EliteBook 850 G5 Notebook PC
HP EliteBook x360 1030 G3 Notebook PC
HP EliteBook x360 1030 G4 Notebook PC
HP EliteBook x360 1040 G5 Notebook PC
HP EliteBook x360 1040 G6 Notebook PC
HP ProBook 640 G4 Notebook PC
HP ProBook 650 G4 Notebook PC
HP ProBook x360 440 G1 Notebook PC
HP ZBook 14u G5 Mobile Workstation
HP ZBook 15u G5 Mobile Workstation

Operating Systems:

Microsoft Windows 10 (All Versions)

RESOLUTION

To resolve this issue, perform one of the steps provided below:

CAUTION: HP strongly recommends disconnecting the computer from the Internet before installing the SoftPaq. This prevents Windows Update from downloading the driver simultaneously that results in a failed update or possibly damage the card.

Step 1. Download and install the latest version of the WWAN driver:

SoftPaq Description	Release Notes	Download SoftPaq
Intel XMM 7360 LTE-A Mobile Broadband Drivers Version: 2.4.4.95 Revision: A	SP101645 release notes	SP101645 File Download

NOTE: A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers.

Step 2. If the computer is installed with one of the more current version of Windows 10, then install the appropriate cumulative update provided below:

HP strongly recommends updating Windows 10 to the latest Windows Updates available for your particular build.

Refer to the following link for the fix provided by Microsoft:

Windows 10 version 1809 (OS Builds 18362.693 or later): https://support.microsoft.com/en-us/help/4537818

Windows 10 version 1903 (OS Build 17763.1075 or later): https://support.microsoft.com/en-us/help/4535996

Any updates that are newer than what is listed above also contain the fix.

NOTE: If the computer has an earlier build version of Windows 10 installed, then it is recommended to upgrade to Windows 10 version 1809 or later.

Hardware platforms affected : HP EliteBook 830 G5 Notebook PC, HP EliteBook 830 G5 Notebook PC, HP EliteBook 836 G5 Notebook PC, HP EliteBook 836 G5 Notebook PC, HP EliteBook 840 G5 Notebook PC, HP EliteBook 840 G5 Notebook PC Bundle, HP EliteBook 840r G4 Notebook PC, HP EliteBook 840r G4 Notebook PC, HP EliteBook 846 G5 Notebook PC, HP EliteBook 846 G5 Notebook PC, HP EliteBook 846r G4 Notebook PC, HP EliteBook 846r G4 Notebook PC, HP EliteBook 850 G5 Notebook PC, HP EliteBook 850 G5 Notebook PC, HP EliteBook 850 G5 Notebook PC Bundle, HP EliteBook x360 1030 G3 Notebook PC, HP EliteBook x360 1030 G3 Notebook PC, HP ProBook 640 G4 Notebook PC, HP ProBook 640 G4 Notebook PC, HP ProBook 640 G4 Notebook PC Bundle, HP ProBook 650 G4 Notebook PC, HP ProBook 650 G4 Notebook PC, HP ProBook 650 G4 Notebook PC Bundle, HP ProBook x360 440 G1 Notebook PC, HP ProBook x360 440 G1 Notebook PC, HP ZBook 14u G5 Mobile Workstation, HP ZBook 14u G5 Mobile Workstation, HP ZBook 14u G5 Mobile Workstation Bundle, HP ZBook 15u G5 Mobile Workstation, HP ZBook 15u G5 Mobile Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06175572

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.

SUPPORT COMMUNICATION- CUSTOMER ADVISORY

HP EliteBook, ProBook, and ZBook - Intel XMM 7360 LTE-A Mobile Broadband Card Fails to Work or Maintain a Connection

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