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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06587269

Version: 1

HP Pavilion 13, 14, 15 Notebook PCs - WLAN Disconnects Frequently

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 : 06-Mar-2020

Last updated : 06-Mar-2020

DESCRIPTION
The WLAN disconnects frequently. Device Manager may display a warning (yellow exclamation mark) on the Intel WLAN card.

SCOPE
The information in this document applies to the following:
Parts:
  • Intel Dual Band Wireless-AC 3165
  • Intel Dual Band Wireless-AC 3168
  • Intel Dual Band Wireless-AC 7265
  • Intel Dual Band Wireless-AC 8260
  • Intel Dual Band Wireless-AC 8265
  • Intel Dual Band Wireless-AC 9260
  • Intel Dual Band Wireless-AC 9461
  • Intel Dual Band Wireless-AC 9560
  • Intel Wi-Fi 6 AX200
  • Intel Wi-Fi 6 AX201
Computers:
  • HP Pavilion 13-an0000 Laptop PC series
  • HP Pavilion 13-an1000 Laptop PC series
  • HP Pavilion 14-ce0000 Laptop PC
  • HP Pavilion 14-ce1000 Laptop PC
  • HP Pavilion 14-ce2000 Laptop PC
  • HP Pavilion 14-ce3000 Laptop PC series
  • HP Pavilion 15-cs0000 Laptop PC
  • HP Pavilion 15-cs1000 Laptop PC
  • HP Pavilion 15-cs2000 Laptop PC
  • HP Pavilion 15-cs3000 Laptop PC series
Operating Systems:
  • Microsoft Windows 10 19H1 (Version 1903)
  • Microsoft Windows 10 RS5 (Version 1809)
  • Microsoft Windows 10 19H2 (Version 1909)
  • Microsoft Windows 10 IoT (64-bit)
  • Microsoft Windows 10 IoT Enterprise 2016 LTSB(64-bit)
  • Microsoft Windows 10 IoT Enterprise 2019 LTSC (64-bit)
RESOLUTION
To resolve this issue, download and install the following SoftPaq to update the WLAN driver:
SoftPaq Description
Release Notes
Download SoftPaq
Intel WLAN Driver
Version: 21.60.2.1
Revision: P
note:
A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers

Hardware platforms affected : HP Pavilion 13-an0000 Laptop PC series, HP Pavilion 13-an1000 Laptop PC series, HP Pavilion 14-ce0000 Laptop PC, HP Pavilion 14-ce1000 Laptop PC, HP Pavilion 14-ce2000 Laptop PC, HP Pavilion 14-ce3000 Laptop PC series, HP Pavilion 15-cs0000 Laptop PC, HP Pavilion 15-cs1000 Laptop PC, HP Pavilion 15-cs2000 Laptop PC, HP Pavilion 15-cs3000 Laptop PC series

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06587269

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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