10 Replies Latest reply on Oct 26, 2017 8:28 AM by Intel Corporation

    Can't Find Manual Diagnostics Tool

    nikram

      Frequently, I've been getting some problems on my Wireless Card AC7265, and I'm trying to run a diagnostic to see if everything is okay.

      I can't keep the Wi-Fi activated, when I try to activate, it's become activated and it's suddenly become disactivated.

       

      I followed these two tutorials (1, 2) to get Manual Diagnostics Tool installed, but I don't know how to open this tool, I tried the options that the first tutorial shows, but I can't find the tool.

      I modified the setup.xml file to show everything in the Custom Installation and checked every option, but I still can't find the tool.

       

      I need to run a diagnostic, because, apparently, my Wireless card isn't working anymore, but Windows still recognize it.

       

      Besides this tool, are there any other?

       

      Driver Version: 20.0.2 x64

      OS: Windows 10 Pro x64

        • 1. Re: Can't Find Manual Diagnostics Tool
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello nikram,

           

          We understand that you're having issues keeping your WiFi enabled.

           

          Please keep in mind that the Manual Diagnostics Tool is part of the Intel® WiFi Connection Utility, which is not compatible with Windows® 10 since this OS does not allow the use of third-party tools to manage your network connections. As far as alternate tools go, you may use the built-in Network Troubleshooter.

           

          In order to better assist you, we would like to take a look at the following reports:

           

          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. Please generate a WLAN Report and share the output .html file (How to Create a WLAN Report in Windows® 10 - by tenforums.com)
          2. Download and run the Intel® System Support Utility. Select to scan for everything. Save the report and share it with us.

           

          To enable attachments, make sure to select the "use advanced editor" option at the top right of your reply text box.

           

          We look forward to hearing back from you.

           

          Best regards,
          Carlos A.

          • 2. Re: Can't Find Manual Diagnostics Tool
            nikram

            I tried to use the the Network Troubleshooter from Microsoft, but it didn't help.

             

            I runned all the diagnostics and now you can see the attached reports.

            • 3. Re: Can't Find Manual Diagnostics Tool
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello nikram,

              Thank you for this information.

              In this case, we can recommend some basic troubleshooting. However, there is a chance that this is an OS sided issue.

              The first thing we can suggest is a clean installation of your wireless drivers, updating to our latest PROSet/Wireless Software and Drivers. You seem to be using a beta version at this time.

              1. Download and save our latest Intel® PROSet/Wireless Software and Drivers for your adapter:
                  1. For Wireless.
                  2. For Bluetooth®.
              2. From the Windows task bar, turn your WiFi off.
              3. Under Programs and Features in the Control Panel, uninstall any instance of the "Intel® PROSet/Wireless Software" and "Intel® Wireless Bluetooth®." When prompted, choose to "discard settings."
              4. Go to the Device Manager > Network Adapters > Right click on your Intel(R) Dual Band Wireless-AC 7265 and uninstall it. Make sure to select the option to "Delete the driver software for this device."
              5. 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, and press OK.
              6. Reboot your computer.
              7. Making sure that WiFi is still off, proceed to install the drivers downloaded in step 1. Install Bluetooth® driver first, Wireless driver second.
              8. Re-enable WiFi from your task bar.

              You can test your system after this, and let us know if it made any difference.

              Best regards,
              Carlos A.

              • 4. Re: Can't Find Manual Diagnostics Tool
                nikram

                I followed every step, but nothing changed.

                 

                I think you should know something: I have dual boot on my computer, Windows 10 and Linux Mint. On Windows, both Bluetooth and WiFi can't be enabled, and on Linux I can turn the Bluetooth on but I can't turn the WiFi on. And before this issue started happen, on both OS I could use Bluetooth and WiFi, but since it appeard on Windows, the same problem happened on Linux.

                 

                Is anything else I can do?

                • 5. Re: Can't Find Manual Diagnostics Tool
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello nikram,

                  That changes the situation a bit. Please bear with us while we look into this issue.

                  Best regards,
                  Carlos A.

                  • 6. Re: Can't Find Manual Diagnostics Tool
                    nikram

                    Okay.

                     

                    I'll be waiting.

                    • 7. Re: Can't Find Manual Diagnostics Tool
                      nikram

                      I got Windows 7 x64 installed in another HDD and put it on my computer.

                      I installed the drivers and runned the Manual Diagnostics Tool.

                      I attached all the logs here, take a look at they, maybe they can help.

                      • 8. Re: Can't Find Manual Diagnostics Tool
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello nikram,

                        Thank you for these additional test results. We noticed that all the hardware and driver tests passed, but the Radio and Scan tests show as failed.

                        We would like to check the following things:

                        1. Wireless isn't disabled via a physical switch or key combination.
                        2. Make sure that your wireless antennas are both connected.

                        Now, please bear in mind that opening your laptop may void your warranty. Only proceed if you're comfortable with this, otherwise you may need to take the laptop into an authorized repair shop.

                        We found a how-to video that shows how to open your laptop and access your wireless adapter. If possible, disconnect and reconnect the wireless antennas, but this is optional.

                        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.

                        - Dell Inspiron 15* (5548) Wireless WLAN Card How-To Video Tutorial - Youtube.com

                        Let us know if this changes anything.

                        Best regards,
                        Carlos A.

                        • 9. Re: Can't Find Manual Diagnostics Tool
                          nikram

                          I opened my laptop and removed the Wireless Card and its antennas and put it back and surprisely my Wireless and Bluetooth are alive again.

                           

                          I don't know how it happened, what caused this physical issue, because I just had opened my laptop once before and I had never touched in the Wireless Card.

                          But, fortunately, it's working now.

                           

                          Thank you.

                          • 10. Re: Can't Find Manual Diagnostics Tool
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello nikram,

                            That's great news. We're glad to hear that your issue has been resolved. 

                            It's definitely odd that it became loose, but so it goes with laptops I suppose. If there's anything else we can help you with, please don't hesitate to let us know or contact us again.

                            Best regards,
                            Carlos A.