5 Replies Latest reply on Sep 7, 2017 4:34 PM by evandromalmsteen

    Intel AC 3165 - very, very slow internet speeds

    mac_ui

      My new Dell XPS 8920 with Intel AC 3165 wifi card is giving very poor network performance. Browser requests can take minutes, up to 30 to repond. Have gone through all the troubleshooting, updating driver, resetting winsock and tcp stack, Occasionally normal performance is got with prompt responses but quickly it seems to relapse - no clear pattern, Different site and other devices on the network don't experience it. Don't know what to do next so any suggestions would be welcome. I saw when searching that this has been a problem on HP devices with that network card also.

      Thanks

      john

        • 1. Re: Intel AC 3165 - very, very slow internet speeds
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello mac_ui,

          Internet speeds can be affected by different factors, here are few items to consider based on your initial description:

          - Apply the configuration mentioned in the following advisory: Recommended Settings for 802.11n Connectivity.
          - Make sure you using the latest Intel® Dual Band Wireless-AC 3165 drivers.
          - Try placing the PC closer to the access point.

          If the issue persists, please let us know the following information:

          - Download Intel® System Support Utility, run the tool with the adapter connected to the network and use it to create a report with all sections, once the report is created, click on the "Next" button. In the following screen, save the report to a file. Then use the Advanced editor options of the communities to add the resulting file to your post as an attachment.
          - Access point model and firmware version.
          - Do you get a good connection to other wireless networks?

          Regards,
          Jonathan B.

          • 2. Re: Intel AC 3165 - very, very slow internet speeds
            mac_ui

            Hi,

            All suggestions had been previously carried out with no change. As mentioned before, other devices, inc. laptopn, tablet and phone do not experience this when connecting to the same wifi network from the same location. The Dell system detect utility reports signal strength as Excellent or very good. It seems to be a problem associated solely with this PC/wifi card. I ran the SSU yesterday and attach the relevant file. The make of the access point is Samsung, the model is: SMT-G7400/XEN - it is TV modem and router combination.

            john

            • 3. Re: Intel AC 3165 - very, very slow internet speeds
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello John,

              We checked the log and here are some items for your consideration:

              Perform a clean installation of the driver using our generic version:

               1. Download the Intel® PROSet/Wireless Software and Drivers for Windows® 10 [19.60.0]
               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 3165 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.

              We noticed that you are using 802.11n and 2.4 GHz, here are some additional recommendations that may help in this scenario

              - Disable the Bluetooth* component of your PC, this is normally done with a switch or key combination, however, this can also be done from Windows* Settings.
              - You can also set the following Advanced Intel® Wireless Adapter Settings:
              Channel Width for 2.4GHz: 20 MHz only
              HT Mode: HT Mode

              If the issue persists, please contact the Computer Manufacturer Support, you might want to check with them for a BIOS update, or any other recommendations they may have.

              Regards,
              Jonathan B.

              • 4. Re: Intel AC 3165 - very, very slow internet speeds
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello John,

                Please let us know if the situation improved with our previous recommendations, or if you require further assistance.

                Regards,
                Jonathan B.