8 Replies Latest reply on Dec 7, 2017 6:07 PM by Intel Corporation

    Asus Laptop ::  Intel wireless ac 7260 adapter keeps crashing/losing connection

    Merciful

      Hello,

       

      So I have an ASUS ROG G751JY-DB72 laptop with a Intel Dual Band Wireless-AC 7260 and for the last few weeks it has been randomly dropping connection and what appears to be suffering from critical errors. For me to get internet back I have to disable to wireless adapter from the control menu and re-enable it. This fixes the issue but this disconnect happens every 30 min to couple hours (especially when  I Download) It is getting to the point where using my computer for internet is beyond impossible.

       

      Not sure if there is a fix for this but I am beyond annoyed at this and could really use some help.

        • 1. Re: Asus Laptop ::  Intel wireless ac 7260 adapter keeps crashing/losing connection
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello Merciful,

          We understand that you're experiencing connecitivity issues with your Intel® Dual Band Wireless-AC 7260.

          In order to better assist you, we would like to gather some more information. Please download and run the Intel® System Support Utility (while connected to your network) and share the resulting report with us. 

          To enable file attachments, you will need to switch to the advanced editor mode while replying.

          We look forward to hearing back from you.

          Best regards,
          Carlos A.

          • 2. Re: Asus Laptop ::  Intel wireless ac 7260 adapter keeps crashing/losing connection
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello Merciful,

            We have not heard back from you in a while, has your issue been resolved?

            Best regards,
            Carlos A.

            • 3. Re: Asus Laptop ::  Intel wireless ac 7260 adapter keeps crashing/losing connection
              thoehn

              I have the same issue (ASUS, AC 7260) and am so frustrated. It has been going on for weeks now to the point where the sysytem now does not even recognize the Intel Wifi adapter so I can reset it. As far as my laptop is concerned it does't have wi-fi. I had to disconnect my DirtecTV internet connection just to get online to post this. I have updated drivers, reset things, etc to no avail. Now it is dead in the water. Help.

              • 4. Re: Asus Laptop ::  Intel wireless ac 7260 adapter keeps crashing/losing connection
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello thoehn,

                Please share the following information with us:

                1. Please generate a WLAN Report for your system: 
                    1. In the search box on the taskbar, type Command prompt, press and hold (or right-click) Command prompt, and then select Run as administrator > Yes.
                    2. At the command prompt, type netsh wlan show wlanreport.
                    3. This will generate a wireless network report that’s saved as an HTML file, generally saved to "C:\ProgramData\Microsoft\Windows\WlanReport\"
                2. Please generate an Intel® System Support Utility report as well.
                    1. Please download and run the Intel® System Support Utility.
                    2. Select to scan "everything," and run the scan while connected to your wireless network (if possible).
                    3. Save the report and attach it to your reply.

                Note: To enable attachments, make sure to switch to the advanced editor while replying.

                However, if your adapter is not recognized in Device Manager, it's likely that you're experiencing a hardware failure. If that's the case, our main recommendation will be to engage your computer manufacturer to see if it's possible to replace your wireless adapter. Even if your laptop is out of warranty, we recommend purchasing the replacement adapter through your computer manufacturer to avoid receiving a model that was customized for a different OEM.

                Best regards,
                Carlos A.

                • 5. Re: Asus Laptop ::  Intel wireless ac 7260 adapter keeps crashing/losing connection
                  thoehn

                  My network adapter is still not working.

                   

                  Here is result from running wlanreport at Command Prompt (screengrab below).

                  Also attached is the result of the Intel System Support Utility scan.

                   

                  Please advise.

                  tom hoehn

                   

                  Inline image 1

                  • 6. Re: Asus Laptop ::  Intel wireless ac 7260 adapter keeps crashing/losing connection
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello thoehn,

                     

                    Thank you for this report. We were not able to access the screenshot for the WLAN report, but that's OK for now.

                     

                    In this case we can recommend the following:

                     

                    1. Try a clean driver installation updating to the latest drivers available.
                      1. Download and save our latest Intel® PROSet/Wireless Software for your adapter: WiFi_20.10.2_PROSet64_Win10.exe
                      2. Under Programs and Features in the Control Panel, uninstall any instance of the "Intel® PROSet/Wireless Software." When prompted, choose to "discard settings."
                      3. Go to the Device Manager > Network Adapters > Right click on your Intel(R) Dual Band Wireless-AC 7260 and uninstall it. Make sure to select the option to "Delete the driver software for this device."
                      4. Clear out your temporary files: Press the Windows* Key + R to open the run box. Type Cleanmgr.exe and press OK. Here you will need to make sure Temporary Files are checked, you may uncheck everything else (unless you're ok with the extra wait) and press OK.
                      5. Install the Intel® PROSet/Wireless Software that was downloaded back in step one.
                      6. Reboot your computer and test your connection.
                    2. If that does not help, back up any important data, reset or reinstall your operating system, then install latest drivers again.
                      1. Create a Windows® 10 installation media and reinstall your operating system from scratch (intermediate): https://www.microsoft.com/en-us/software-download/windows10 
                      2. Or you may use the built-in option to reset your OS. Resetting lets you choose whether to keep your files or remove them, and then reinstalls Windows*. To get started, go to Settings > Update & security > Reset this PC > Get started and choose an option.
                      3. For more information on these reinstall steps, you may refer to the Microsoft* article:  https://support.microsoft.com/en-us/help/12415/windows-10-recovery-options
                    3. If issue still persists, contact your computer manufacturer for hardware support or spare part/replacement information.

                     

                    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.

                     

                    Best regards,
                    Carlos A.

                    • 7. Re: Asus Laptop ::  Intel wireless ac 7260 adapter keeps crashing/losing connection
                      thoehn

                      This is beyond frustrating. I tried the first part to no avail. I do not feel comfortable removing the operating system.

                      This network adapter has been nothing but trouble and continues to be so.

                      • 8. Re: Asus Laptop ::  Intel wireless ac 7260 adapter keeps crashing/losing connection
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello thoehn,

                        Reinstalling the OS is a lot simpler in Windows® 10 than in previous operating systems. Now there is a "Reset" option which allows the process to be mostly automated: https://www.youtube.com/watch?v=uAU4jsBZmP4

                        If this is not an option, our next best recommendation will be to contact your computer manufacturer for warranty support or to purchase a replacement adapter.

                        Best regards,

                        Carlos A.