3 Replies Latest reply on Jan 9, 2017 1:36 PM by Intel Corporation

    Intel PROSet/Wireless causing BSOD

    bryan9360

      Over the last month we've suddenly started getting BSODs on laptops while their asleep. After further testing and reviewing the error logs we've determined that it's related to the ProSet driver. The BSOD is affecting multiple makes (HP & Lenovo) and models. If we complete uninstall the software and drivers the bluescreens stop. If I install the latest v19.20.3 driver only the BSOD returns. There were no other updates (Windows or otherwise) applied when this issue started happening. Has anyone else encountered this issue?

       

      Error After Reboot:

       

      Here's a copy of the BSOD report:

      010517-28782-01.dmp1/5/2017 1:01:11 PMDRIVER_POWER_STATE_FAILURE0x0000009f00000000`00000003fffffa80`07bada10fffff800`00b9a3d8fffffa80`0fea73f0nwifi.sysnwifi.sys+50deNativeWiFi Miniport DriverMicrosoft® Windows® Operating SystemMicrosoft Corporation6.1.7600.16385 (win7_rtm.090713-1255)x64ntoskrnl.exe+70400C:\windows\Minidump\010517-28782-01.dmp81576011,144,7521/5/2017 1:15:53 PM

       

      UPDATE:

      The BSOD issue stops if you remove the Intel ProSET Wireless software and drivers. We're using Kaspersky Endpoint Security 10 for the anti-virus on these computers. If we disable the Kaspersky AV protection then then bluescreen issue will once again stop (even if the drivers have been re-installed). So the issue looks like a combination of Kaspersky AV and Intel wireless drivers.

        • 1. Re: Intel PROSet/Wireless causing BSOD
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello bryan9360,

           

          We understand that you're having some issues where your current antivirus is interacting negatively with the Intel® PROSet and causing these systems to crash and display a BSOD.

           

          It is not uncommon for antivirus suites, VPN software, network monitoring software, and some screen sharing applications to modify your wireless drivers causing issues like the ones that you have been experiencing. Since the issue is being caused by your antivirus software and not our driver, the simplest solution would be to remove it and switch to a different software vendor. However, we can surely understand how that may be inconvenient for you. In order to avoid having to do this, in a best effort basis we can suggest the following steps:

           

          1. Change your wireless adapter's power management settings:
            1. Open the Control Panel > Device Manager > Network Adapter > Right click on your wireless adapter and select Properties > Go to the "Power Management" tab, and toggle the option to "Allow the computer to turn off this device to save power".
            2. Control Panel > Power Options > Change Plan Settings (for your current plan) > Change Advanced Power Settings > Wireless Adapter Settings > Power Saving Mode: Set both to "Maximum Performance".
          2. If step one does not resolve the issue, you may try installing the latest available driver without the PROSet Wireless Software.
            1. Download and save the latest driver for your adapter and OS: Intel® PROSet/Wireless Software and Drivers for IT Admins. Extract this compressed file to a known location on your local disk.
            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 your Intel® Wireless Adapter and Uninstall it. Make sure you mark the option to "Delete the driver software for this device".
            4. 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.
            5. Reboot your PC.
            6. Open Device Manager, find your wireless adapter under Network Adapters (or, in some cases, it may now show as an "Unknown Device"), right click and choose to "Update Driver Software..." > Browse my computer for driver software > select the location where you extracted the IT Admin PROSet.

           

          If this does not help, please let us know. However, you may also need to engage the support team for your antivirus software.

           

          Best regards,
          Carlos A.

          • 2. Re: Intel PROSet/Wireless causing BSOD
            bryan9360

            FYI the issue was related to our version of Kaspersky Antivirus. I upgraded our laptops using Kaspersky Endpoint Security 10 for Windows from version 10.2.4.674 (V10 SP1 MR2) to version 10.2.5.3201 (V10 SP1 MR3). After installing the update and rebooting the computer the BSOD issue seems to have been resolved.

            • 3. Re: Intel PROSet/Wireless causing BSOD
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello bryan9360,

              We're glad to hear that your problem was resolved, thank you for sharing the solution.

              If any further assistance is required, please let us know. 

              Best regards,
              Carlos A.