13 Replies Latest reply on Aug 11, 2017 10:55 AM by Intel Corporation

    Intel(R) Dual Band Wireless-AC 7260 drops into limited connection

    LisaRCT

      WIn 8.1

      AC 7260

       

      I have tried many driver changes from 16.1.5.2 up through 18.33.72 with no resolve.

       

      Wifi connects and runs as normal until suddenly, for no apparent reason it drops to a LIMITED CONNECTION only. Other devices maintain connection, LAN remains active, Bluetooth remains active, only Internet connectivity is affected.

       

      To repair I must Disable the AC7260 wireless and then re-enable which ten once again gives me Internet and a proper connection. This has been happenning for weeks now in spite of driver changes, updates, rollbacks and EVEN a FULL Windows reinstall. Power options have been set NOT to allow AC7260 to be powered down.

       

      HELP! I am at my wits end.

       

       

       

      ntel System Identification Utility Reference Number: 0393 3299
      Date Created: Saturday, July 22, 2017 7:47:26 AM
      ADVANCED

      Collapse/Expand SYSTEM INFORMATION
      Computer ManufacturerHewlett-Packard
      Computer Model2291
      Operating System (O/S)Microsoft Windows 8.1 (build 9600), 64-bit
      Operating System Build (O/S)9600
      Operating System (version)6.3.9600
      O/S Language0409
      System RAM12 GB
      .NET Framework Version4.6.2
      CD or DVD Devicehp DVDRW DU8A5SHL
      System Hard Drive Overview
      System Total Storage Size:930.5 GB
      Physical Drive0
      Maker
      ModelTOSHIBA MQ01ABD100
      Bus TypeSATA
      Physical Drive0
      Maker
      ModelTOSHIBA MQ01ABD100
      Bus TypeSATA
      Local Disk C:\906.1 GB
      Used space:363.2 GB
      Free Space:542.9 GB
      Local Disk D:\24.4 GB
      Used space:22.0 GB
      Free Space:2.4 GB
      Memory Detail
      Total Physical Memory12 GB
      Available Physical Memory8.2 GB
      Total Virtual Memory2.0 GB
      Internet Browser [101]Internet Explorer
      Internet Browser Version [101]11.0.9600.18739
      Internet Browser [102]Firefox
      Internet Browser Version [102]54.0.1
      Collapse/Expand GRAPHICS INFORMATION
      Collapse/Expand MOTHERBOARD INFORMATION
      Collapse/Expand PROCESSOR INFORMATION
      Collapse/Expand WIRED NETWORKING INFORMATION
      Collapse/Expand WIRELESS NETWORKING INFORMATION
      Wireless Networking ProductIntel(R) Dual Band Wireless-AC 7260
      Driver Version18.33.7.2
      Hardware IDsPCI\VEN_10EC&DEV_8168&SUBSYS_2291103C&REV_10
        • 1. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello LisaRCT,

           

          We understand that you're experiencing connectivity issues with your Intel® Dual Band Wireless-AC 7260 in Windows* 8.1.

           

          While it's possible that this may be a hardware issue (hardware support is provided by your computer manufacturer), we can recommend testing with a driver only installation. This will allow the operating system to manage your wireless networks using our driver:

           

          1. Download and extract our latest IT Admin driver for your adapter and OS version: Intel® PROSet/Wireless Software and Drivers for IT Admins.
          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 (unless you're ok with the extra wait) and press OK.
          5. Reboot your computer.
          6. Go to the Device Manager > Network Adapters > Right click on your 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." direct the wizard to the location where you extracted the IT Admin package back in step one.

           

          Last, you may apply our recommended connectivity settings.

           

          If the problem continues, please save the report from the System Support Utility and share with us by using the advanced editor (top right) to enable attachments (bottom right). It's preferable if you create this report while connected to your wireless network.

           

          Best regards,
          Carlos A.

          • 2. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
            LisaRCT

            Hello, and thanks for the assistance.

             

            I followed your instructions step-by-step, however after the uninstall of drivers and the clean-up of temp files and subsequent reboot the laptop restarted with drivers having been reinstalled by the system.

            I repeated the procedure several times with the same results.

            I next tried to install the supplied drivers but Windows says the best driver was already installed.

            I believe I did manage to get the driver installed, but less than 24 hours later and I am experiencing the same issue of "Limited connection".

             

            I am not sure what you want me to use to send in the error unless the "system report utility" you mention is the event viewer in the Windows Logs.

             

             

            _____________________________________________________________________

             

            Log Name:  System
            Source:    NETwNb64
            Date:      7/26/2017 10:35:35 AM
            Event ID:  7001

            Task Category: None

            Level:     Information
            Keywords:  Classic
            User:      N/A
            Computer:  i7

            Description:

            The description for Event ID 7001 from source NETwNb64 cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

             

            If the event originated on another computer, the display information had to be saved with the event.

             

            The following information was included with the event:

             

            \Device\NDMP8

            Intel(R) Dual Band Wireless-AC 7260

             

            The specified resource type cannot be found in the image file

             

            Event Xml:

            <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

              <System>

            <Provider Name="NETwNb64" />
            <EventID Qualifiers="24576">7001</EventID>
            <Level>4</Level>
            <Task>0</Task>
            <Keywords>0x80000000000000</Keywords>
            <TimeCreated SystemTime="2017-07-26T14:35:35.442777600Z" />
            <EventRecordID>7882</EventRecordID>
            <Channel>System</Channel>
            <Computer>i7</Computer>
            <Security />

              </System>

              <EventData>

            <Data>\Device\NDMP8</Data>
            <Data>Intel(R) Dual Band Wireless-AC 7260</Data>
            <Binary>000008000200380000000000591B00600000000000000000000000000000000000000000000000004D4D414323230000</Binary>

              </EventData>

            </Event>

            • 3. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello LisaRCT,

               

              On the third step of the SSU tool, it should allow you to save the report to a file. This file may help us find more appropriate troubleshooting steps.

               

              We look forward to hearing back from you.

               

              Best regards,
              Carlos A.

              • 4. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
                LisaRCT

                I do not know what the "SSU" is, or where to find it.

                 

                There was no Intel menu added when I installed the Proset software, so there is no SSU there.

                Is it something in Windows?

                • 5. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello LisaRCT,

                   

                  My apologies, I didn't add the link to my original post, as I meant to: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

                   

                  Please download this tool, and run it while connected to your WiFi network (if possible). Afterwards, it will allow you to save the report generated to a file.

                   

                  You'll be able to share this report with us by switching to the advanced editor while replying.

                   

                  Attachment steps.jpg

                   

                  Best regards,
                  Carlos A.

                  • 7. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello LisaRCT,

                    Looking through your settings, I was unable to find anything out of order. However, we can recommend the following:

                    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.

                    1. Update your BIOS to the latest version available. You may need to check with your computer manufacturer for instructions. HP ENVY m7-k010dx* BIOS Update (May 15, 2017 release)
                    2. Uninstall our generic driver and try the latest wireless driver from your OEM instead:
                        1. Download and save (don't run yet) the latest Intel® 7260 Wireless Driver for the HP ENVY m7-k010dx* Notebook PC.
                        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 (right click Windows* logo on your task bar, bottom left hand corner usually, locate it in dropdown menu) > 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 then press OK.
                        5. Reboot your computer.
                        6. Install the wireless package from HP*
                    3. Apply our recommended wireless settings as an optional step.

                    If the issue still continues after this, do let us know.

                    Best regards,
                    Carlos A.

                    • 8. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
                      LisaRCT

                      I followed your instructions, downloaded all the drivers, bios, etc. and installed as per your directions.

                       

                      There is no change, the connection still goes into Limited after a short time.

                       

                      Could my router have any part in this? (Archer C7)  Other devices are not having issues, so I doubt it.

                      • 9. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello LisaRCT,

                        It's possible that your router may be part of the issue, although it's less likely.

                        You can try updating your router's firmware to see if it makes a difference: 

                        - Downloads for TP-Link* Archer C7* - Make sure to confirm your hardware version (V1 to V4) and follow the instructions provided on their website.

                        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.

                        However, it's also possible that your wireless adapter may be damaged or faulty, in which case we can recommend contacting your computer manufacturer for a suitable replacement.

                        Best regards,
                        Carlos A.

                        • 10. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
                          LisaRCT

                          Thanks for the link, but I am already running the newest Firmware on my router, and resetting it to factory defaults did not help either.

                           

                          Is there some way I can test if the adapter is faulty/failing?

                          I hate dealing with HP, neither their performance nor that of their product has been very stellar. (Ongoing problems with hard drive being system "choke point" in performance, making Quad-core i7 and 12gb RAM virtually useless as well as other issues).

                           

                          I assume this wireless adapter is part of the motherboard and not replaceable, correct?

                          • 11. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello LisaRCT,

                            It's not simple to check, but you've already done most of the work by reinstalling your operating system and testing all of these driver version.

                            You could purchase an Wireless Adapter USB dongle, however these are almost the same price as a new adapter. 

                            The Intel® Dual Band Wireless-AC 7260 was only manufactured in M.2 or HMC (half mini card) form factors, but there are several different sub-models (low power, vPro, etc). Because of this, we can recommend checking with your computer manufacturer, and if possible to purchase the replacement from them directly to avoid compatibility issues. The same applies if you would like to upgrade or change to a different wireless adapter model.

                            Best regards,
                            Carlos A.

                            • 12. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
                              LisaRCT

                              I believe the device is faltering and on the verge of failure.

                               

                              I plugged in a USB network adapter and have not yet been knocked off the internet into a "Limited Connection".

                               

                              Thanks for the assistance.

                              • 13. Re: Intel(R) Dual Band Wireless-AC 7260 drops into limited connection
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                Hello LisaRCT,

                                We agree with your resolution. 

                                Thank you for your patience and for posting to our support community. If there's anything else we can help you with, feel free to contact us again. We're always glad to be of assistance.

                                Best regards,
                                Carlos A.