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Nothing. problem with laptop, 2017 HP 15.6" Premium Flagship…

Customer Question
Nothing. problem with laptop ...

Nothing. problem with laptop

Technician's Assistant: What's the brand/model and Operating System (OS) of your laptop?

2017 HP 15.6" Premium Flagship laptop (Intel Pentium Quad-core N3710 Processor up to 2.56 GHz, 8 GB RAM, 500 GB Hard Drive, DVD Drive, HD Webcam, Windows 10 Home) (certified refurbished)

Technician's Assistant: What have you tried so far with your 15.6? Have you installed any updates recently?

I attempted to install HP important updates and only the first one went. Then the laptop started shutting down as soon as I tried to connect to the internet. I keep getting a windows stopcode: driver_IRQL_not_less_or_equal what failed: rtwlane.sys

Technician's Assistant: Anything else you want the computer expert to know before I connect you?

The laptop will connect to wifi away from home with no trouble. all other wireless devices at home connect at home with no trouble. this is the only windows 10 device in the home. I think there may be a compatibility issue between the update I installed and windows 10 but have no way to find out will the technician fix my problem? not paying if I'm not getting a fix

Submitted: 1 year ago.Category: Printers
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Answered in 8 minutes by:
8/5/2017
Technician: Russell H., Printer and Office Tech replied 1 year ago
Russell H.
Russell H., Printer and Office Tech
Category: Printers
Satisfied Customers: 12,943
Experience: 11+ yrs experience, inkjets & lasers, from huge to portable
Verified

Hi, thank you for contacting JustAnswer.com. My name is***** will do my best to provide the right answer to your question.
I sympathize with the difficulty - having an update ruin a function is always very counter-productive, annoying, and just exactly how it should not work.

However, there may be a way to undo the damage. First: do you know what brand your WiFi card in your laptop is? if not, tell me the laptop's maker and model, please.

Second: was that an HP update, or a Windows (Microsoft) update, that has produced this problem?

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Shefin
Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 3,781
3,781 Satisfied Customers
Experience: Working as tech support specialist with a worldwide computer manufacturer.

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Shefin

Shefin

Printer and Office Equip. Specialist

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Working as tech support specialist with a worldwide computer manufacturer.

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Printer and Office Tech

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11+ yrs experience, inkjets & lasers, from huge to portable

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