As we understand, your system is having different issues with the Intel® Dual Band Wireless-AC 7260. There are a few things we can check regarding connectivity issues and even for possible driver issues. However, keep in mind that the behavior you describe may also be caused by hardware issues, or problems in the Operating System, specially symptoms like driver being removed/uninstalled and reinstalled 5 minutes later, system freezes, and sound drivers crashing.
For additional assistance, please let us know the following information:
- Download Intel® System Support Utility, run the tool and use it to create a report with all sections, on the next screen, Save the report to a file. Then use the Advanced editor options to add the resulting XML file to your post as an attachment.
- Provide any errors or warnings you receive about this problem.
- Is this the adapter that came built from factory with your PC, or is it a custom upgrade?
- Was this working fine before? if so, was there any change made around the time the issue started?
Attached is the report generated by the utility.
The problem doesn't come with warnings. Whenever it stops working, the list of available wifi networks disappears, leaving only my home network on the list. If I try to disable and re-enable the driver the from Device Manager, it might tell me "the device is working properly", but not refresh my wifi list, or it will uninstall the driver, returning the message "no drivers installed for this device".
This network card, along with the motherboard, was a custom upgrade from early last year. For eight months, I only experienced uncommon disconnects, attributing them to bad wifi. It started becoming a problem back in September (no hardware changes were made) and now it happens too often. At present time, I can't get the internet online at all.
We noticed that you have a desktop PC, and that your Motherboard does not have built-in WiFi, please confirm if you are have the Intel® Dual Band Wireless-AC 7260 + Bluetooth* for Desktop, or if you are using a different adapter model. Also, proceed with the following actions:
- We strongly advise you to check with MSI Support, and make sure you are using the latest BIOS version for your Motherboard.
- The log shows that you are using driver 18.104.22.168, which is outdated. Please follow these steps to perform a clean installation of the recommended driver:
1. Download and save Intel® PROSet/Wireless Software and Drivers for Windows® 10 [19.30.0]
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 issue persists, please provide a new report from Intel® System Support Utility, with the adapter connected to the network. Also, let us know the model and firmware version of the Wireless Access Point.
The bad news is that after updating the BIOS, uninstalling the old driver, and reinstalling your recommended driver, I'm back to the old problem where my network crashes and take the sound driver with it (this only happens with the Pro10 driver).
The good news is that the network stayed connected long enough for me to make a new system report (See attached).
I was mistaken about the card. The upgrade from early last year is a Gigabyte Wireless AC Wifi & BlueTooth card (GC-WB867D-I), but under the Device Manager, it still reads as Intel Dual-Band. Updating Gigabyte's drivers has no effect. How would I find its firmware number
Report_NetworkOn.xml.zip 6.1 K
You might want to check again the adapter, since the report shows an Intel® Dual Band Wireless-AC 7260, this is also confirmed with the driver version and hardware ID. As I understand, the Gigabyte* GC-WB867D-I uses the AC 8260 controller. Please check on this with Gigabyte Support and let us know.
Note: This link is being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.
We would like to add that firmware updates are not available for Intel® wireless adapters, we only support driver updates.
In the log you provided, the adapter looks fine and the configuration is normal for 802.11ac networks. The issue may be caused by factors external to the wireless adapter, since the device should not dissapear from Device Manager and Wi-Fi failure shouldn't affect other components like the Sound drivers.
In our best effort, here are few items for your consideration:
- Make sure that the Wireless adapter is firmly seated into the PCIe Slot. Shut down and unplug your PC before doing this.
- Remove/uninstall 3rd party applications that may be affecting the way the wireless and sound drivers behave. We've had reports of similar issues with Network monitoring software, Video streaming applications, virtual machine/networking software.
- Disable the antivirus software temporarily and check if this helps. Also, make sure that the AV is up to date.
- Try plugging the adapter to a different PCIe slot and check if this helps.
Thanks for the replies.
Yes, Gigabyte uses the AC-7260 controller.
I've confirmed that the USB cable is properly plugged into the motherboard, and I've migrated the card to another PCIe port with the same results. I've also removed all third-party programs from startup (i.e. DropBox and antivirus). The problem persists.
Since the issue persists after multiple troubleshooting steps, you might want to check with Gigabyte* Support on this.
From our end, we only have a few options left for your consideration:
- Go the Device Manager, under network adapters, look for the Wireless Adapter and open the properties. Go to the "Power Management" tab and toggle Off the option "Allow the computer to turn off this device to save power".
- Go to the Power options of your 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.
- Place the Wireless antenna in a higher location, clear from possible sources of interference.
As we mentioned, if the adapter "disappears" and the sound driver crashes, this may be a hardware problem, or a corrupted operating system.
We're sorry to hear that the issue persists after multiple troubleshooting steps, engaging the board manufacturer or OS support are the best options at this point.
Feel free to contact us again in case you have any other questions.
Try removing all instances of the PROSet software & drivers, then, using Device Manager, install just the base driver (Netwbw02) from this package: https://downloadmirror.intel.com/26527/eng/Wireless_19.30.0_Driver64_Win10.zip
I had an issue with the Intel Desktop 7260-AC PCIe card while using the PROSet installer a few months back, where the device would show up as disabled in Device Manager after the PROSet package was installed. Maybe your case is similar, but I believe the issue has been fixed in recent packages...
One other thing to try that I've seen mentioned is to install the Intel Bluetooth package before the PROSet package. That's backwards from how I would do it, but I haven't had the chance to try it out.
I had the exact same problem for quite some time and I performed a lot of troubleshooting.
The drivers that I had installed where it all started was....
- Intel(R) Dual Band Wireless-AC 7260
- Driver Date: 01/28/2016
- Driver Version: 22.214.171.124
I had installed the latest drivers thinking it would fix it but it did not help...
- Intel(R) Dual Band Wireless-AC 7260
- Driver Date: 04/05/2017
- Driver Version: 126.96.36.199
This just made matters worse, so I finally rolled back to the original drivers on my laptop.
- Intel(R) Dual Band Wireless-AC 7260
- Driver Date: 08/15/2013
- Driver Version: 188.8.131.52
The problem was occurring multiple times a day and since going to the 2013 drivers, I've not seen the problem in 3 days.
Hopefully this will help others... it did for me.