1 2 Previous Next 26 Replies Latest reply on Sep 18, 2017 12:44 PM by Intel Corporation

    Netwtw04.sys error with BSOD (driver up to date)

    jozhou6891

      Just got a brand new laptop and been getting crashes due to Netwtw04 errors every few hours. I have updated the drivers and have tried rolling back to old drivers but nothing seems to help. Anyone know what the problem might be?

       

      Thanks!

        • 1. Re: Netwtw04.sys error with BSOD (driver up to date)
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello jozhou6891,

          We understand your PC is crashing and reports Netwtw04.sys as the reason for the error. Please apply the following in order to discard some options:

          - Check for Windows* updates.
          - Try disabling the antivirus in your PC and check if it helps.

          For further assistance, please let us know the the following information:

          - Download Intel® System Support Utility, run the tool 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.
          - Does this happen when you run a specific task? (sleep or resume, running a specific program, etc.)
          - Were the errors happening with the original factory configuration? Were there any changes made around the time this started? (new programs, updates, etc.)

          Regards,
          Jonathan B.

          • 2. Re: Netwtw04.sys error with BSOD (driver up to date)
            jozhou6891

            Hi, Jonathan

             

            So this is a brand new laptop of maybe 2 weeks and everything is up to date. The problem existed before a anti-viral was installed and there are no specific times that this happens. The error was there since the beginning and I have no installed anything that I think might interfere with the network.

             

            I have attached the report created by the intel support utility.

             

            Thank you

             

            Jordan

            • 3. Re: Netwtw04.sys error with BSOD (driver up to date)
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Jordan,

              We checked the information you provided and we recommend to follow these steps to perform a clean installation of the wireless driver:

               1. As first option, we advise to use the driver obtained from the Computer Manufacturer Support, if the issue persists you can try the generic version of Intel® PROSet/Wireless Software and Drivers for Windows® 10 [19.70.0]
               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 3168 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.

              Additionally, since this is a new PC and the issue has happened out of the box, we advise you to check with the Computer Manufacturer or Place of Purchase about this.

              Regards,
              Jonathan B.

              • 4. Re: Netwtw04.sys error with BSOD (driver up to date)
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello Jordan,

                Please let us know if there was any progress after the recommended actions, or in case you have any further questions.

                Regards,
                Jonathan B.

                • 5. Re: Netwtw04.sys error with BSOD (driver up to date)
                  jozhou6891

                  Hello, Jonathan,

                   

                  I have followed the recommended steps and will up date the forum after a few more days of use to see if the problem was fixed.

                   

                  Thanks you

                   

                  Jordan

                  • 6. Re: Netwtw04.sys error with BSOD (driver up to date)
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello, Jonathan,

                    We will be waiting for your update, or in case you require any additional assistance.

                    Regards,
                    Jonathan B.

                    • 7. Re: Netwtw04.sys error with BSOD (driver up to date)
                      jozhou6891

                      Hi Jonathan,

                       

                      Unfortunately, the problem is still there and the laptop just crashed with the same stopcode.

                       

                      What else can I try?

                       

                      Thank you

                       

                      Jordan

                      • 8. Re: Netwtw04.sys error with BSOD (driver up to date)
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello Jordan,

                        In this case, we strongly advise to contact the Computer Manufacturer Support, specially since this is a new computer and you mentioned that this happened even before you even installed any additional software. There may be an application causing conflicts with the drivers of the wireless adapter.

                        From our end, you can try using the "driver only for the adapter as last option. This is similar to the previous process, but does not install some components:

                         1. Download Intel® PROSet/Wireless Software and Drivers for IT Admins [19.70.0] and use a file compression manager to extract it to a known location. Driver file: Wireless_19.70.0_Driver64_Win10.zip
                         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 3168 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. Go back to Device Manager, look for the AC 3168 (it may be an unknown device), right click on it and select "Update Driver Software", then "browse the computer for driver software", look for the location of the folder where you extracted the Driver files from step 1. The follow the prompts to complete the installation process.

                        Regards,
                        Jonathan B.

                        • 9. Re: Netwtw04.sys error with BSOD (driver up to date)
                          jozhou6891

                          Hi Jonathan,

                           

                          It seems that I am getting this problem mostly when using the Edge browser, can you tell me if this can be related or just a coincident.

                           

                          Thank you

                           

                          Jordan 

                          • 10. Re: Netwtw04.sys error with BSOD (driver up to date)
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello Jordan,

                            The browser may be related to the issue, considering that the issue still happens after the clean installation of the driver only using the steps from our previous post. As we mentioned before, this type of problem can be caused by 3rd party applications.

                            Please check on this with the Computer Manufacturer Support since this is a brand new system, or try using a different web browser.

                            Regards,
                            Jonathan B.

                            • 11. Re: Netwtw04.sys error with BSOD (driver up to date)
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello Jordan,

                              We haven't heard back from you in a while. Has the issue been resolved?

                              Best regards,
                              Carlos A.

                              • 12. Re: Netwtw04.sys error with BSOD (driver up to date)
                                jozhou6891

                                Hi Carlos,

                                 

                                The problem is still there, have tried three browsers and updated, reinstalled drivers. Since I need the laptop right now for work, there is no way to send it back to the manufacturer.

                                 

                                Thanks for the follow-up

                                 

                                Jordan 

                                • 13. Re: Netwtw04.sys error with BSOD (driver up to date)
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  Hello Jordan,

                                  Please try changing the following advanced adapter settings:

                                  1. Open Device Manager, expand the Network Adapters Category. Right click on your Intel® Dual Band Wireless-AC 8265 and open properties. Under the Advanced tab, please make the following adjustments:
                                      1. Packet Coalescing: Disabled
                                      2. MIMO Power Save Mode: Disabled
                                  2. Right click on your start menu or use the Windows* Key + X combination. Select Power Options from the drop down.
                                      1. For the current power plan in use, select to "Change plan settings," then "Change advanced power settings."
                                      2. Wireless Adapter Settings > Power Saving Mode > Set both "On battery" and "Plugged in" to Maximum Performance.
                                      3. You will need to repeat steps one and two for any power plan you commonly use.
                                      
                                  Once you've made these changes please continue using your laptop as normal. If you receive another BSOD, please locate and share the stop error dump file with us. This file is located on your C:\ drive by default, usually called Minidump or MEMORY.DMP. 

                                  We look forward to hearing back from you.

                                  Best regards,
                                  Carlos A.

                                  • 14. Re: Netwtw04.sys error with BSOD (driver up to date)
                                    jozhou6891

                                    Hi Carlos,

                                     

                                    Went through the steps above but instead of the Dual Band Wireless-AC 8265 I had the AC-3168 so I followed your instructions for it instead. Prior to this within the last 3 hours or so I have had three BSOD and here are the dump files. Not sure if this is relevant but my Wifi connections drop or stop working quite frequently, for example when watching an video on Youtube it would just stop loading at times. I have never had this problem with other laptops in the house. 

                                     

                                    Thanks for the fast reply

                                     

                                    Jordan

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