troubleshooting Question

Fix for Microsoft update on Windows 10

Avatar of marvinwayne
marvinwayneFlag for United States of America asked on
Windows 10Windows OSDesktops
19 Comments1 Solution174 ViewsLast Modified:
I am working on an HP Envy desktop for a client that is less than 6 months old. A week ago it decided not to connect to the internet wirelessly . I did my normal troubleshooting with the router and computer resets, router removal, drive removal, firewall, command prompt efforts creating a new IP address, public DNS, netsh Winsock, etc. No matter what I did I could not connect so I hooked up a usb wireless adapter. The adapter found the router however it would not connect to the internet no matter what I did. I then connected the desktop to the router via an Ethernet cable. Still no success. Finally I contacted HP support and they walked me through everything that I had already done without success and then booted me up to their "pay for service" department. After challenging the tech regarding paying for this he told me that the problem was due to a MS update that blocked the internet completely on some computers with Windows 10. He said that he had a fix but of course the fee was $50 up front and then $15 a month for a year. I don't understand where they get off telling a customer who is still under warranty to pay even if it was a result of a Microsoft error. I said no and researched his reply and found it to be true however I haven't found any fixes. When HP or Microsoft uncovered this problem they could have easily notified customers to tell them if they had the problem "here is the fix". Instead they let me spend hours troubleshooting and then want to charge me for the fix. I have rolled back the computer only to have it repeat the problem.
Can anyone shed some light on the fix for this? Thank you for any input.
ASKER CERTIFIED SOLUTION
Tom Cieslik
IT Superintendent
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