if wifi adapter had connected to known networks like home or the office, it is possible that hardware warranty service is required. however, you will want to check the laptop driver. This is a catch-22 because normally you would remote in with your admin rights and install the necessary driver.
These steps will work for the Standard User and admin/escalation is not required.
in this case, you will have to instruct the user over the phone, setup a 2nd device with a camera if available to observe/follow along.
There are multiple ways to get to the wireless network adapter driver, but here is one method.
1. for Windows 10, Right click the Start button, choose Device Manager
2. acknowledge the prompt that "You are logged on as a Standard User"
3. Expand the network adapters in the list and locate the wireless adapter. In this example, I have the "Inter(R) Wi-Fi 6 AX201 160Mhz"
4. Right click that and choose "Update Drivers"
5. Choose "Browse my computer for drivers"
6. Choose "Let me pick from a list of available drivers on my computer"
7. Now you will have choices - since our aim is to re-enable wifi in order to connect remotely to the laptop and cleanup the driver list, you'll want to choose the one with the "(Microsoft)" label.
8. Click Next and Close
9. If the driver was the issue, the user will be able to reconnect to wifi
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