12 Replies Latest reply on Nov 22, 2016 1:37 PM by Intel Corporation

    ac7260 losses ability to see networks.

    EVERYTHING

      Not honestly sure my title describes my issue, it's one I've never seen before....

       

      What will happen is randomly I will loss connectivity to my network, it will show the icon for limited connectivity however it in fact can't see any networks at all.  Once I disconnect from the network it can no longer see any of the nearby networks.  To get my notebook back online I have to do one of 2 things, either restart the computer or disable the driver for the network card and re-enable it which will allow me to get back online

       

      So far I've tried to re-install ASUS' driver  as well as the latest Intel driver which seems to make the issue go away for maybe a day before it comes right back.  This really seems like a software issue that randomly happens but I can't figure out what I need to do to solve it and any ideas would be greatly appreciated.

        • 1. Re: ac7260 losses ability to see networks.
          MathieuDeguire

          We have same issue here with all new computers we use equipped with this card (Intel AC7265).

          We have to restart computer or enable and disable airplane mode few times before being able to connect back again to WIFI networks.

          We also did the update to the last driver version.

          • 2. Re: ac7260 losses ability to see networks.
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello,

            As we understand, your systems are having connectivity issues sporadically and you have to disable/enable the driver in Device manager, or use other method to restart the adapter and recover from this condition.

            Please apply the following actions, as they have helped other users with this type of issue:

            - Apply the configuration from the following adsory: Recommended Settings for 802.11n Connectivity
            - Contact the Computer Manufacturer Support and update the BIOS of your motherboard.

            If the issue persists, please provide the following information:

            - Download Intel® System Support Utility, run the tool and use it to create and save a report with all sections, then add your reply to this thread and use the Advanced editor options to attach the resulting file to your post.
            - Was this working well before? Were there any changes in the environment around the time the issue started? (OS updates, driver upgrades, hardware changes, etc)

            Regards,
            Jonathan

            • 3. Re: ac7260 losses ability to see networks.
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello,

              We have not seen further comments about this topic, please let us know if you require additional assistance.

              Regards,
              Jonathan B.

              • 4. Re: ac7260 losses ability to see networks.
                NaxoForum

                I have the same problem.

                 

                I have the Intel 7260 AC.in Windows 10.

                 

                Controller Version 17.15.0.5: I can connect in 2.4Ghz and it works fine, but not in 5Ghz I have limited access.

                Last controller version: I have the same problem in 2.4Ghz and 5Ghz, I connect but I have limited access.

                 

                How can I fix the problem?

                • 5. Re: ac7260 losses ability to see networks.
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello NaxoForum,

                  In your case, the fist action you can try is using Intel® PROSet/Wireless Software and Drivers for Windows® 10, version 19.20.0.

                  Also, make sure you apply the recommendations from our previous post: Recommended Settings for 802.11n Connectivity and BIOS update from your computer manufacturer.

                  Additionally, go to the Power options of you laptop, in the Advanced Settings for your Power Plan, and make sure that the Wireless Adapter is set to work at "Maximum Performance" when plugged in and on battery. 

                  If these actions do not solve the issue, please let us know the information requested in our previous post: log from Intel® System Support Utility and history of the issue.

                  Regards,
                  Jonathan B.

                  • 6. Re: ac7260 losses ability to see networks.
                    NaxoForum

                    I have installed the versión 19.20.0 and configurated with the recommended settings, but I havent't internet connection. I have limited access.

                     

                    this is the log.

                    AC7260.xml - Google Drive

                     

                    • 7. Re: ac7260 losses ability to see networks.
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello,

                      Please apply the following recommendations:

                      - Contact Gigabyte Support and obtain the most recent BIOS for your system.
                      - Try placing the antennas in a higher location, and away from any possible sources of interference (electric appliances, wireless devices, power lines, etc.)
                      - If possible place the computer closer to the Wireless Access Point.
                      - Update the Firmware of your Wireless router.

                      For further assistance, let us know the following information:

                      - Was this the adapter that was built in with your computer from factory?
                      - Was this setup working fine before?
                      - Does this happen with other wireless networks or access points?
                      - Model and firmware version of your wireless access point.

                      Regards,
                      Jonathan.

                      • 8. Re: ac7260 losses ability to see networks.
                        EVERYTHING

                        My router works with everything else in my home (5 devices right now) as well there have been no changes to it so I know it's nothing to do with it.

                         

                        There hasn't been a new BIOS update nor any new updates from ASUS, the only updates I've done is Intel's drivers, Nvidia drivers as well as Windows update.  This issue happened long enough ago that system restore is completely out of the question.

                         

                        Power options are set to full usage and haven't changed since i got the system and set them there.

                         

                        This is clearly a software issue with the drivers to me, if i can disable the driver and re-enable it to get back online the hardware is fine but software is having some sort of issue.

                         

                        I've ran intel's scan and included the output here and hope there might be a suggestion I haven't thought about.

                        • 9. Re: ac7260 losses ability to see networks.
                          NaxoForum

                          Hi,

                           

                          My Pc has a gigabyte H97n-wifi motherboard, 8 GbRAm Kingston, and intel i5 4590.

                           

                          - I have the last BIOS version.

                          - I have updated my router. HGU movistar mitrastar.

                          - I have updated the wifi AC 7260. I have the last version (18.33.3.2)

                          - I have updated windows 10.

                          - the distance between Access point (router) and the PC (Intel AC_7260) is less than 3 meters.

                          - The Pc allways have worked fine in 2.4Ghz with the drivers (17.15.0.5) . My old router had only 2.4Ghz.

                          - Now I have a new router and it works fine in 2.4Ghz with the drivers (17.15.0.5) like my old router. But it don't woks in 5Ghz with any drivers.

                          - I have conected to the PC a usb wifi (tp-link Archer T4U) and it works fine in 2.4 and 5 Ghz.

                          - i have 2 mobile phone, 2 tablet, one laptop and all of them work fine in 2.4 and 5 Ghz.

                           

                          Do you need more information?

                           

                          Thanks

                          • 10. Re: ac7260 losses ability to see networks.
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello EVERYTHING,

                            We noticed that your Motherboard is using BIOS 208, please contact Asus support and check with them about using using the latest available (211).

                            In order to discard any issues from the driver side, you can follow these steps to perform a clean installation:

                            1. As first option try using the latest version available from your Computer Manufacturer Support.
                               If the issue is not solved with the OEM driver, you can repeat the process using the generic driver version from Intel® Download Center:

                            Intel® PROSet/Wireless Software and Drivers for Windows 8.1* [19.20.0]
                            https://downloadcenter.intel.com/download/26345/Intel-PROSet-Wireless-Software-and-Drivers-for-Windows-8-1-?product=75439

                            2. Go to Control Panel, Programs and Features and Uninstall "Intel® PROSet/Wireless Software", if it is installed. When prompted, choose the option to "Discard settings".
                            3. In Control Panel, Device Manager, Network Adapters, right click on the Intel® Dual Band Wireless-AC 7260 and Uninstall it. Make sure you mark the option to "Delete the driver software for this device".
                            4. Reboot the PC or scan for hardware changes, check device manager and if an older wireless driver is detected and installed, repeat the actions to uninstall and delete it as well. Repeat this process until the OS does not allow deleting the driver, or until the controller shows as Unknown Device. 
                            5. Remove temporary files: Press the Windows Key + R to open the run box. Type Cleanmgr.exe. Press OK. Select the main drive, usually C:\. Check Temporary Files and uncheck everything else. Press OK.
                            6. Install the Intel Wireless driver. During the first steps of PROSet/Wireless installation, make sure to customize the installation and install all driver components.

                            If the issues persists at this point, it may indicate a problem in the OS, or with the computer hardware.

                            Regards,
                            Jonathan

                            • 11. Re: ac7260 losses ability to see networks.
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              NaxoForum,

                              In your case, we have tried different actions and the issue persists, 

                              Try performing a clean installation using the steps provided in our previous post, but download and use the Intel® PROSet/Wireless Software and Drivers for Windows® 10.

                              The information we found online for the Movistar mitrastar-hgu indicates it is 802.11n Dual Band, please apply the following in the Advanced settings (Device Manager) of the Wireless Adapter:

                              - HT Mode: HT Mode    

                              - U-APSD Support:  Currently Disabled
                              * Try enabling U-APSD and check if it helps, if not, you can set it back to Disabled.

                              Check the Wireless Access Point and make sure you have 2 different SSID's, one for 2.4 GHZ and another for 5 GHz.

                              Also, you can delete the Wireless profile, and then recreate it, check if the system connects better after this.

                              Regards,
                              Jonathan.

                              • 12. Re: ac7260 losses ability to see networks.
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                Hello,

                                We haven't received any updates for this thread. Please let us know if you require further assistance.

                                Regards,
                                Jonathan