9 Replies Latest reply on Jul 17, 2017 6:00 PM by Intel Corporation Branched from an earlier discussion.

    Intel dual band 7260AC hangs on Windows 7

    RickMau

      I'm getting same behavior on Windows 7.

      The internet connection hangs. When it happens I disable the wireless network adapter, then I enable it but it hangs then I need to reboot. This happens several times a day.

      I've installed the 19.60.0 driver version.

       

      Please advice how to proceed to solve the issue. Kind of tired of restart the PC.

       

      I tried changing HT Mode to "VHT Mode" (though not the best option) but still the WiFi hangs after awhile.

       

      Find attached the system log:

        • 1. Re: Intel dual band 7260AC hangs on Windows 7
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello RickMau,

          We have branched your thread in order to provide OS specific troubleshooting without confusing other posters.

          We understand you're experiencing network hangs while connecting with your Intel® Dual Band Wireles-AC 7260 in Windows* 7.

          Please download and run the Intel® System Support Utility. You will then need to share the report generated by using the advanced editor while replying.

          We look forward to hearing back from you.

          Best regards,
          Carlos A.

          • 2. Re: Intel dual band 7260AC hangs on Windows 7
            RickMau

            Please find attached in my original post the requested file. In the meantime I keep restarting the PC for which I lost the count of so many hangs and restarts in a day.

            • 3. Re: Intel dual band 7260AC hangs on Windows 7
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello RickMau,

              Thank you for sharing this file with us.

              We would like to begin by recommending a clean installation of your wireless drivers without using the PROSet:

              1. Download and extract our latest IT Admin driver for your adapter: Wireless_19.60.0_Driver32_Win10.zip.
              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 mark 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, then press OK.
              5. Reboot your computer.
              6. Go to the Device Manager > Network Adapters > Right click on your Intel(R) Intel(R) Dual Band Wireless-AC 7260 again, this time choose to "Update driver software..." > Select the option to "Locate and install driver software manually." Here you will need to direct the wizard to the location where you extracted the IT Admin package back in step one.

              If the issue continues, we may need to test by disabling any app that modifies your wireless driver such as VPN, Antivirus, Firewall, etc. For example, we noticed you have a "Kaspersky Security Data Escort Adapter" under your network adapters list. This is part of the Kaspersky Secure Connection* software, if the clean installation doesn't resolve your issue you can temporary disable this, or uninstall it, then test to see if the issue persists.

              Best regards,
              Carlos A. 

              • 4. Re: Intel dual band 7260AC hangs on Windows 7
                RickMau

                Is the Wireless_19.60.0_Driver32_Win10.zip compatible with Windows 7 ? It will be great if you make this very clear. The web page states "Download the appropriate file for your operating system" which seems it is not the file that you are asking me to install which is for Windows 10.

                 

                Please advice. In the meantime I will keep restarting.

                 

                ps: The "Kaspersky Security Data Escort Adapter" is already disabled but still the WiFi hangs.

                • 5. Re: Intel dual band 7260AC hangs on Windows 7
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello RickMau,

                  My apologies, meant to mention the Wireless_19.60.0_Driver64_Win7.zip file name instead.

                  Best regards,
                  Carlos A.

                   

                  • 6. Re: Intel dual band 7260AC hangs on Windows 7
                    RickMau

                    Hi Carlos,

                    First of all, I've to say that I was very skeptical that the proposed solution would work. I'm saying that based on all the other notes in the forum from people with the same problem, thought most of the notes are on windows 10.

                    I followed all your instructions and I had to restart 3 times in a row just to post this message.

                     

                    So this confirms that the issue is on Windows 7 too.

                     

                    Every time that this issue happens I'm disabling the wireless adapter, then enabling (which at this point it hangs), the I restart and the system hung. doesn't want to normally shutdown.

                    What's next?

                     

                    Thanks in advance.

                    • 7. Re: Intel dual band 7260AC hangs on Windows 7
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello RickMau,

                      Since this basic troubleshooting did not affect the problem, we would like some more information to look into your problem:

                      1. Does the whole system freeze, only your browser (if so, which browser), or is it only your internet connection that hangs?
                      2. Is your system completely up to date (via Windows* Update)?
                      3. Was this adapter preinstalled on your system, or an upgrade part?
                      4. Could you please update to the latest drivers (new set was published this week):
                          1. Intel® PROSet/Wireless Software and Drivers for Windows* 7
                          2. Intel® PROSet/Wireless Software and Drivers for IT Admins (if you would like to use our driver only method instead).
                      5. If the issue continues, run a new System Support Utility report, and share it with us.
                          
                      We look forward to hearing back from you.

                      Best regards,
                      Carlos A. 

                      • 8. Re: Intel dual band 7260AC hangs on Windows 7
                        RickMau

                        1. Does the whole system freeze, only your browser (if so, which browser), or is it only your internet connection that hangs?

                        The whole Windows system does not freeze. Is just the WiFi that gets kind of disconnected. It shows as "Limited Access". You are able to disable it from the adapter settings but then when you try to enable it again it hangs that process with a pop up screen saying "Enabling" but that never happens. Then you restart the PC but it hangs in the shutdown so you have to power off. Once is restarted again the WiFi adapter shows as enabled and then WiFi is ok until it happens again (and it happens very frequently)

                         

                        2. Is your system completely up to date (via Windows* Update)?

                        I do not have the system set to update automatically. I usually keep updated the latest antivirus/cleanup Windows stuff.

                         

                        3. Was this adapter preinstalled on your system, or an upgrade part?

                        This adapter is an upgrade which it was working well all the times with no problems until probably a month and half ago when the issue started.

                         

                        4. Could you please update to the latest drivers (new set was published this week):

                            1. Intel® PROSet/Wireless Software and Drivers for Windows* 7.

                            2. Intel® PROSet/Wireless Software and Drivers for IT Admins (if you would like to use our driver only method instead).

                         

                        I've updated as you requested but using the automated mode. After restarting I noticed that the driver still is the same from 4/5/2017. Then I verified that for the 7260AC the latest version19.70.0 and the previous one 19.60.0 had the same driver version

                        • Driver version = 18.33.7.2 for Windows 7 for 7265, 7260, and 3160.

                        So I'm not getting what was the purpose of asking me to upgrade when there is no upgrade. Could you please clarify?

                         

                        5. If the issue continues, run a new System Support Utility report, and share it with us.

                        I will run the utility as soon it happens again.

                         

                        PS: If it took me some time to upload the new log it was because I had to restart the PC few times. Yeah, sometimes I restart and then it hangs again and then another restart is needed.

                        Please find the attached log.

                        By the way, I upgraded (?) as you asked me (to same version???) and still the issue happens.

                         

                        Here is an exact summary of what is going on in my system (taken from some other user with same symptoms)

                        Symptoms

                        • Unexpectedly, my WiFi adapter will stop working with what looks like a freeze
                        • I lose internet access but also access to my LAN
                        • Once the "freeze" occurs, I cannot disable the adapter from Device Manager. There is an endless "disabling" process.
                        • While the "disabling" process is ongoing (or more likely stuck), I cannot shutdown the computer normally (must hold power button for 4 secs).
                        • The only way I've found to recover is to restart the machine
                        • Before the "freeze" all seems to be working properly, including disabling/enabling the adapter

                         

                        Not sure if it matter but I've Netgear C7000.

                         

                        Here are my card settings:

                        802.11n Channel Width for 2.4HHz... Auto

                        802.11, Channel Width for 5.2GHz... Auto

                        Ad Hoc Channel 802.11b/g... 1

                        Ad Hoc QoS Mode... WMM Disabled

                        ARP ofload for WLAN... Enabled

                        Bluetooth(R) AMP... Disabled

                        Fat Channel Intolerant... Disabled

                        GTK rekeying for WoWLAN... Enabled

                        HT Mode... VHT Mode

                        Mixed Mode Protection... RTS/CTS Enabled

                        NS offload for WoWLAN... Enabled

                        Packet Coalescing... Enabled

                        Preferred Band... No Preference

                        Roaming Aggressiveness... Medium

                        Sleep on WoWLAN Disconnet... Disabled

                        Throughput Booster... Disabled

                        Transmit Power... Highest

                        U-APSD support... Disabled

                        Wake on Magic packet ... Enabled

                        Wake on Pattern Match... Enabled

                        Wireless Mode... 802.11a/b/g

                         

                        Nothing is checked in Power Management.

                        • 9. Re: Intel dual band 7260AC hangs on Windows 7
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello RickMau,

                          Thank you for this information. 

                          I'm aware that the latest PROSet version doesn't contain a newer driver for your adapter, but using the latest drivers was one of the requirements for us to make use of our additional resources (plus sometimes the issue is caused by the PROSet software, not the driver). However, we don't provide support for wireless upgrades (also known as "custom wireless integrations), only for adapters installed by the system's original equipment manufacturer (OEM). Because of this, we can't access our additional resources regardless. We're limited to my best effort support without a guaranteed resolution instead.

                          It's not uncommon for a newer driver to aggravate some pre-existing system incompatibility when using an unsupported wireless adapter (ZeroConfigService.exe, for example is known to be problematic with wireless upgrades). There is a fairly big list of issues that can be expected, and some only become noticeable after an update.

                          Please test an older version of the PROSet and let us know if the issue continues: Version 18.40.0 (contains driver 18.33.0.1 for your adapter).

                          We look forward to hearing back from you.

                          Best regards,
                          Carlos A.