Several months back, I bought an HP Pavilion DV6000 and reviewed it here on PCMech. I gave it a pretty good review. I was happy with it. But, that review has garnered a LOT of traffic. So much, in fact, that it now finds itself as the ninth most popular article on the website according to the “Most Popular” list on the homepage. Now, why is that? Mainly because of all of the user comments complaining about various things failing on the unit. Most prevalent among them: wireless.
Then a reader by the name of David (not me, I promise) pointed over to the Berlind’s Testbed blog, by ZDNet. He talks about how he has seen a lot of complaints about failing wifi in the Pavilion notebooks and that the HP support forums are being flooded with such complaints. Take a look at this support thread at HP for the wifi problem on the DV6000. I caution you, the thread is PACKED with comments and may take a while to download if you are not on a fast internet connection.
The same blog from ZDNet asked HP about it and eventually got a response where HP admitted to the problem with the wifi on these Pavilion models. Apparently, HP posted a BIOS fix in the support forums to this problem, however it is said not to work very well and doesn’t solve the problem for most users. In fact, most users who have had this fixed ended up getting a motherboard replacement or a replacement system. This is a hardware problem, not something that can be fixed with a mere BIOS update.
Is HP Support Really Supportive?
There has been a lot of expressed disappointment and anger at HP over this. Not only because the problem exists in the first place, but because HP has been completely silent on the issue (up to very recently) even while their customers are flooding the support forums with this issue. The perception has been that HP does not monitor it’s own forum. And, quite frankly, recommending a BIOS update for a wireless card failure is practically laughable.
But, HP’s support is on the verge of laughable anyway. Just yesterday, I had to call HP because of a failing battery in – you guessed it – my DV6000. While the Indian guy I spoke to was quite nice, he ran me through diagnostic steps that were kind of stupid. I have also wrote in the past about my experience dealing with HP support on my laser printer. This is admittedly completely subjective on my part, but it seems as if HP technical support has a habit of grasping at straws and ignoring common sense when it comes to troubleshooting. Perhaps they need to use their heads more than the corporately written flow charts that their technicians no doubt use.
Reality Check
So, while I am writing this article based on other people’s observations, the volume of posts about this problem, both on PC Mechanic as well as on HP’s site, indicate that there is a fairly widespread issue of failing wireless cards in the HP Pavilion notebooks. I hope HP takes proper responsibility for this. If you have the problem, just make sure that you contact HP before your warranty expires. HP is really good at throwing hardware at the problem, so chances are you will get a free replacement.
The harsh truth is this: You can’t buy an all-in-one notebook computer with those kinds of specs for ~$800 and expect it to be the highest quality in the world. The attractive price tag given the specs is why so many people are buying these Pavilion notebooks. But, just buy it knowing that it will have a failure point.
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Kirk Altmanshofer
26. Oct, 2009
I spent hours on the phone this weekend with HP support and no resolution to the problem with my dv7. I have five calls on record now. First replaced bios and promised me a new mother board if the problem came back (American help desk). My next call took two hours and the Indian dude took over my PC and replaced my audio drivers, saying the problem was caused by my streaming audio (iTunes) to my home sound system. The third call (again in India) agreed that I had a hardware problem, but hung up on me when I refused to spend two hours on the phone to go through the same steps the first call did. Fourth call (again India) told me that it is a static electricity problem and each time it happens I should unplug it, take out the battery, hold the power button in for 60+ seconds and put it back together to start. She said the battery causes static to build up on the wifi card. My most recent call this morning (American help desk) told me that it is a Vista problem and I have to do a total system wipe and reload. What a joke. I the total of 6 plus hours I have spent on the phone I could have Craiglisted it and then bought a Dell! I have a Dell for work and NEVER have issues with it! Don’t buy HP folks! They build substandard products and then refuse to support them.
Dimitri Rasclav
26. Oct, 2009
The big problem with this particular situation is that it may not be the Wireless Chip. In my case, it was the motherboard. I believe that the overheating problem broke the Mini-PCIE slot for the wireless chip. The Chip was fine, the motherboard just wouldn’t recognize it. I am currently using the old Chip in my new Compaq, and it works perfectly fine. The old laptop, unfortunately, was eventually rendered completely useless when the heat destroyed the graphics chip. The issue it not so much the durability of the hardware, but rather the efficiency of the cooling system. They try to pack powerful processors in these tiny laptops, and the cooling system just can’t handle it.
Renee Neal
28. Oct, 2009
Over two years ago, I purchased a HP dv6000 series, and also helped my roommate and brother buy one within that same week, because they were on special for a Fry’s Electronics grand opening. Within the last 3 weeks, Windows reports that it cannot load the drivers for wireless notebook adapters on all 3 machines! Same issue as described above, with the light not changing from orange to blue.
On another forum, I found someone who may have a repair, and wondered what David Risley thinks of it, and if anyone in the know will please give this a try? It is for a Compac Presario.
Here is the link, and what the girl wrote:
http://h30434.www3.hp.com/psg/board/message?message.uid=28725
Well my problem now seems to have been solved this evening. First, I uninstalled and reinstalled an earlier version of the Broadcom Wireless Lan driver for Microsoft Windows (Version 6.00 E – dated October 2007 – sp36684.exe off the HP web page). I restarted my notebook PC and during the bootup pressed the F10 button. This brought up the system configuration menu. I changed the internal network adapter from disabled to enabled and then F9 to save the configuraton. I exited and and then restarted.
I just about fell off my chair when my notebook booted up and the Broadcom driver was detected. The wireless light had turned blue and I was able to connect wireless to my home network. Now the real test will come when I turn off my PC and see if everything has taken.
Thanks!
Jeff
27. Jan, 2010
THIS WORKED FOR ME! i have an hpdv9417, i left for class and came back and my wireless wouldn’t work. i contacted hp they told me to do a bios update, to get the broadcom lan driver again, none of it worked. f10 on startup and enabling the device worked for me, i couldn’t believe it to be honest.
Eleanor
02. Nov, 2009
I have to start by saying that I don’t know much about computers, just use it for working at home once in a while. But I am terribly disappointed in HP and will never buy any HP product again!!! Just about a year and a half ago I bought an HP pavilion laptop on the recommendation of my dad, who bought one about six months before me. Just after my one year guarantee expired, it started giving problems. The computer wouldn’t start up, just kept saying: “Configuring updates: Step 3 of 3″ and then just shut down. It just carried on in this loop, and couldn’t do anything. So I took it to the place I bought it, they said they couldn’t fix it and sent me to the HP service centre. There they told me that my motherboard is broken and that I might as well throw the whole computer away! I couldn’t believe that they could care so little about their customers, as to have a giggle about it being just out of guarantee. And how can they sell a product that’s only supposed to last one year, I’m sure they can’t think that I’ll buy another HP computer!
The more upsetting thing is… Just this morning my dad’s computer started doing exactly the same as mine did! So now it’s 2 for 2, and from what I’ve just seen on this, and so many other websites, there’s a lot of other people out there who feel the same way about HP as I do!
Tricia
02. Nov, 2009
This really sucks because i have had this laptop for a little over 2 years and sadly my warranty is no longer valid. I wish I had known about this problem sooner, if I had known I would’ve waited a little longer and saved up a little more and bought a Mac. Also, to add insult to injury my internal CD/DVD burner has stopped working and is totally useless, I could look past that but Internet access is a MUST and I no longer have that.
I am very upset! This is the main computer I do my school work with and some of my classes are online line. Is there a way to diagnose the problem?
I feel as though HP has to own up to this problem and those unfortunate few who’s warranty has run out should be reimbursed was well. They are the ones that created the product and their miscalculation shouldn’t be burdening the consumers.
ANY ADVICE?
Anees
22. Nov, 2009
PLEASE HELP ME SOLVE A UNIQUE PROBLEM
I have a serious problem with my hp pavilion zv5000. a few weeks ago i set it on standby mode while it was downloading some stuff by utorrent i went to sleep.that night there was a thunder strom and very massive lightining.in the morning when i saw my laptop it was off.when i on it,it started normally after using its i came to know that it is muted when i increased its volume from the volume icon it automatically became muted.not only this when i opened any window or page ,it is automatically closed if it was maximaized.another problem which occured was that ,the mouse pointer became hanged inspite for moving finger on the trackpad it did not move but the pointer automatically moves to start menu open several programs from there.i have installed several antiviruses but no one detected any virus.i formated the whole hard drive but i can`t get rid of this problem……….
PLEASE HELP ME OUT……….
Reechard TG
29. Nov, 2009
My daughter was given an HP Pavilion dv1000 for Christmas a couple years ago and now it is out of warranty. The wireless card is working, but the laptop got several trojans and tons of malware on it from her downloading stuff from iTunes and other music sites. I spent all weekend cleaning them and had to reinstall a newer version of Avast! to get all the hangers-on. Now the wireless network indicator in the system tray keeps saying wireless networks are detected in range, but when I go to connect to my home network, it cannot detect any in range. Repairing the connection also fails. Seems like the wireless adapter is working fine, except the “Adhoc” setting is disabled and I can’t find out how to enable it. HP support won’t help since the PC is out of warranty. I’ve used SpybotS&D, AdAware, and HiJackThis to make sure there is no more malware and no more trojans on the system, but can’t figure out how to get the wireless connection to work again. Any ideas?
I was about to purchase an HP Netbook, but those plans have been put on hold pending the successful repair of this laptop, and because so many people have expressed discontentment at best with HP support. Think I’ll get a Dell instead.
Andreas
05. Dec, 2009
My wireless stopped working on my HP pavillion dv9000. Did the Bios install and nothing, which sounded like “bullcrap”. Seems to be a hardware issue and even though mine and most others warranties are over by the time this happens; HP confirmed thats it needs a new motherboard. I think HP should offer a fix as this should not happen on a fairly new computer, Cheap parts + high prices = bad computers. I will never buy another HP ever again.
Pat
07. Dec, 2009
I had a 17″ HP laptop, which was working just fine. I sent it back to the factory for a recall on the hinges. After three weeks without a word, I called them.
They told me that I owed them $750.00 because they found some internal problems. They said I needed a new mother board, processor, keyboard, and RAM. They weren’t going to send it back to me until I paid them.
After arguing with them for about an hour, they relented and sent my computer home. It hasn’t worked since.
I’m with you – I will never buy another HP.
Dee Clay
07. Dec, 2009
Here’s just another one, out of warranty by 36 days, wireless device not recognized……tried everything……with no positive results…… HP is junk and the support is laughable… Never again will I purchase from hp and I’ll make sure everyone I know, knows what junk they are.
Steve A.
08. Dec, 2009
After a long time in business, I am semi-retired but still do PC service by referral.
One ~3 YO HP desktop had problems I repaired and it necessitated a reinstall of Windows from the 8-disk set.
After having the installation hang 3 times at the same point, I checked all of the original CDs and found two with unreadable sectors.
I called HP and found the only option was a replacement set for ~$80 which I consequently ordered.
The new set of 8 had a disk with bad sectors.
I again called HP and was told there is no warranty on CDs at all but they would send me a second set for $25.
This set too had TWO bad CDs but out of the 24 total, I finally managed to restore the system and wrote off the additional time and some of the expended costs.
I have used HP (now ‘Agilent’) test equipment since 1960 and own a good bit of it still.
It has never needed any extraordinary service and the down time I have suffered was minimal.
HP computer related stuff however, I will never again accept for service of any kind.
HP Madness
24. Dec, 2009
Reechard TG, you may want to try using winsock repair utilities such as LSPfix.exe or winsockXPfix.exe. Those two are freeware that you can download off of several sites. Sometimes in removing the malware, the winsock chain might become corrupted. Those programs repair winsock. I’ve also read that winsockXPfix.exe is just a program of entries resetting winsock, which you can entered a command yourself in command prompt. I would go with those packaged fixes in the programs.
They work for many but with the wireless device problem, I’ve learned it’s a much more complicated case. What is most sly about the issue is that I would come upon a “fix,” but the connection wouldn’t last (so far no more than 2 straight days). And the previous fixes wouldn’t work any further. Then, I would have tweak the laptop (Compaq Presario FU572US, BTW) with other tricks.
So what tricks have worked – albeit temporarily? Initially security scans not only revealed the missing wireless device (Broadcom), but also connected – only until the scan was finished. This lead me to believe there was some kind of suspicious object in a running process that lost the wireless device. Then, the scans didn’t work at all for a connection except just bringing out a missing wireless device, which couldn’t connect.
I’ve used Super AntiSpyware’s repair utilities for restoring System File Checker, Safeboot key and Network Connection. That, too, was temporary. I’ve tweaked with wireless zero configuration in services.
The constant is I have to reboot into safe mode nearly always if a normal boot results in a missing wireless device. The connections following a safe mode boot back into normal is inconsistent.
So far, I’ve had lingering wireless device, even in a normal boot, after one session of stopping wireless zero configuration during a connection. I did learn that after 10 minutes or so, pages won’t display even though the connection was still good. I would have to start WZC and then the pages would load as a normal connection. (Keep in mind, I got that connection after coming out of safe mode to normal mode.) Since that session, I’ve been able to shut down and start up in normal mode without going to safe mode first to produce not only a detected wireless device but a stable connection. But I’ve also been following an advice about holding the power button for 3 seconds for starting up. I think I misread that advice, though, since a second read, it was more about dealing with a possible static electricity build-up with the wifi card from the battery. I leave the battery out and use the AC adapter for the power source.
So, maybe it’s the wireless zero configuration. With my series of temporary fixes, I’m thinking more about getting another laptop that is not HP – maybe Toshiba or ASUS, which was recommended by one of the afflicted HP owners. It seems from the comments from various forums, the motherboard will eventually die. But I will keep checking these forums for someone else’s solution.
eizensteina@gmail.com
15. Jan, 2010
i have Wi-Fi problem in my hp pavilion db 7,when i work from Vista the light of wi-fi is always orange(this mean it`s turned off) and i can`t turn it on , but when i work in windows 7 everithing work properly button light blue, and if you wont can turn it off. I think this problem is in windows soft… ani way hp is shit becouse if you want to start windows xp…
just try it ,next time ill buy dell or sony ,becouse hp support don`t give me any good ideas how can i fix problem whith wi-fi or how can i work in xp os in my hp.i spend all my free time,in this laptop for a last half year,so guys if you have a lot of free time buy Hp pavilion dv7-its time killer 
Jean-Louis Lassez
17. Jan, 2010
For what it is worth:
A few years ago I had the same problem with a Dell. Loosing randomly the wireless connection. I did not call Dell, I called the ISP provider. The guy told me to shut the computer then cut the power to the wireless box. Wait for a few minutes (I mean one or two), then restore power to the wireless box, then to the computer. The problem was fixed….until a couple of weeks later it started again. The procedure worked each time. The guy had mumbled something about something getting too hot. And I realised that I was keeping the wireless box on 24/24. So I shut it at night. Then I never lost the connection again.
So, about a year and a half after I bought this HP pavillion, I had the same lost connection problem, which arrived at very inopportune moments, particularly when I was going to win this to the poker world champiosnship:). Anyway that pissed me off lost a lot of time until I rememebered the problem with the Dell. I tried it and I have ben a few days without any connection lost. I am going to wait a bit longer before declaring victory though. But I would be interested in having feedback on this, has anyone tried it?
Cheers
ExHPuser
19. Jan, 2010
HP once was a producer of high quality electronics, and now appear to be coasting on their reputation. I have no reason to suspect that their current line of laptops is any better than the garbage we bought two years ago.
Register a complaint with the BBB:
http://www.hpvictim.com/default.asp
Register with the Nvidia class action suit:
http://www.milberg.biz/nvidia.html
And register a complaint with the Atty Gen’s office in your state.
Jason
19. Jan, 2010
My dv9000 recently started having the same problem. Although, mine goes amber if it’s shut down or if it goes into power-save mode for long periods of non-use. I have to restart it over and over again going into system configure and messing around in order to get it to work again. Nothing seems to consistently work though.
To keep this from happening, once I get it started, I go into limewire and download large files. Even if the comp goes into powersave mode, the wireless won’t shut down. This way, when I wake up the next morning, the thing still works. Obviously, this isn’t very convenient, but it’s a trick that works for me.
Gemini II
20. Jan, 2010
My wireless just died on my if I buy a wireless card and replace it will that fix the problem or will I just be wasteing my money? HP said they can fix it for “What they said is a small fee” $250.00 plus shipping cost.
frank32
22. Jan, 2010
buying a new wireless card may not solve the problem, since the problem has to do with the motherboard.
I have an HP dv-6000, after the wireless died on me -and being on a budget – all i could do was to buy a USB wireless adaptor, even though it sticks out and takes one of the USB slots, it does the job, and i only paid 30 bucks .
The $250.00 repair fee is just an estimate, once they get it in the may charge you twice as much, if the problem is related to the motherboard, that is what happened to mine.
mae
02. Feb, 2010
I have been having the same problems, with the card being orange as though its not turned on, it is not all the time just every so often. Enough for me to think it was windows updates etc causing the problems..then finally I found this site with others having the same problem.
When i called HP of course my warranty was expired but the guy did tell me that b/c they have been having this problem they had extended my warranty…until….two months ago..how convenient. When I asked why they don’t back the computers when there is a problem among many of these models..(sort of like car companies fix recalls even if your car is way out of warranty) he made some comment that if i had called about this problem before my warranty was out they would of fixed it then…even if was not working..am i supposed to surf the web for various recalls on my laptop on a daily basis?
I will NEVER buy anything HP again. Not that they care. tried the F10 thingy did not see where…to change from disable to enable…but oddly enough just hitting the f10 then restarting…i have a blue wireless light yay!! lets see how long it lasts.
Jessie
02. Feb, 2010
I purchased a HP Pavilion, 2 years ago, first my wireless card stoped working. I bought a USB wireless adapter and that worked great for a few days, then my computer died and the motherboard went out. I called HP several times and they told me they could fix it for $399. I will never buy an HP again. The same day my laptop went out, my HP home computer died as well, something with the operating system. What junk!