4 Replies Latest reply on Feb 17, 2017 7:37 AM by Intel Corporation

    ac 3160 wireless adapter preinstalled on Toshiba laptop disappeared after update

    mimi17

      Hi, After the latest update my wifi adapter disappeared and no wifi connections available. Got to reinstall and download latest driver. Still tells me wrong driver and cannot connect to any wifi as they don't show up. When I check the adapter and reinstall the driver, it tells me the latest is installed and it is working properly. The only way I can connect is directly with Ethernet or using a dongle and then it shows me the available wifi's and lets me connect to mine. Wifi is connected and on.Uninstalled and installed several times, restarted. Tried a previous version. Run out of ideas or what to try. Warranty run out last week, hahha! Any help, ideas are welcome. Thanks in advance for your help.

        • 1. Re: ac 3160 wireless adapter preinstalled on Toshiba laptop disappeared after update
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello mimi17,

          We understand you're having issues with your Intel® Dual Band Wireless-AC 3160 not detecting any available networks.

          In order to better assist you, we would like to get some more information. Please download and run our System Support Utility. This application will scan your system and allow you to save the results. Please attach this report to your reply by switching to the "advanced editor" option at the top right of the reply box.

          Did the issue begin after a Windows* update? If so, have you tried contacting Microsoft* support, or performing a system restore to before the issue occurred?

          NOTE: Any links provided for third party tools or sites are offered for your convenience and should not be viewed as an endorsement by Intel® of the content, products, or services offered there. We do not offer support for any third party tool mentioned here.

          We look forward to hearing back from you.

          Best regards,
          Carlos A.

          • 2. Re: ac 3160 wireless adapter preinstalled on Toshiba laptop disappeared after update
            mimi17

            Hi, thanks for your reply. I can't tell if it was with the update as it is the second time it has disappeared. When I tried to update the driver with your tool the drivers it just came back with a fail, both, the bluetooth and wireless. I Tried flushing dns, ips and everything it says on the microsoft page but the only way to get the wifi adapter back and all the connections is connecting with the dongle, then it comes back and works fine till I restart. I can see it in my device manager and it shows but doesn't give me the option to connect or available wifi's. Thanks for your help.

            • 3. Re: ac 3160 wireless adapter preinstalled on Toshiba laptop disappeared after update
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello mimi17,

              Thank you for this information.

              We know that you have already tried reinstalling your drivers, as well as performed other really good troubleshooting steps, all without much success. In this case, we would like to beggin by suggesting a clean installation of your wireless drivers without any additional software:

              1- Download and save the latest IT Admin version of the Intel® PROSet Wireless Drivers/Software.
              2- Extract the downloaded .ZIP file to a known location.
              3- Open the Control Panel > Programs and Features (or "Uninstall a program" if you're in the Category view) > Uninstall any entries for the Intel® PROSet/Wireless Software > When prompted, choose to "Discard settings."
              4- Go back to Control Panel > Device Manager > Network Adapters > Right click on your Intel® Dual Band Wireless-AC 3160 > Uninstall > If available, choose to "Delete the driver software for this device."
              5- Delete your temporary files: Windows* Key + R > Type "Cleanmgr.exe" > OK > Select your boot drive (normally c:\) > Check mark Temporary Files, unmark all else > OK.
              6- Reboot your computer.
              7- Locate your wireless adapter in Device Manager once more > Right click > Update Driver Software > Locate and install driver software manually > Select the folder where you extracted the PROSet to in our second step.

              At this point, you should be able to see your wireless networks. You may also download and install the latest Bluetooth* driver for your adapter, if you don't use Bluetooth* you may simply disable this part of your adapter in order to lower the possibility for interference.

              - Intel® Wireless Bluetooth® Software.
              - How to disable Bluetooth on Windows 10? -Microsoft Community Post.

              You may also apply our recommended connectivity settings.

              Please let us know if this improves your issue.

              Best regards,
              Carlos A.

              • 4. Re: ac 3160 wireless adapter preinstalled on Toshiba laptop disappeared after update
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello mimi17,

                We're following up on your thread since we have not heard back from you.

                If your issue has been resolved or you would like further assistance, please let us know.

                Best regards,
                Carlos A.