14 Replies Latest reply on May 15, 2018 3:45 PM by Intel Corporation

    ac9260 is no compatatible with x399 aorus gaming 7

    KEVINTONG

      yesterday i bought an ac9260 with pci e adapter on taobao, but i found it is not compatitable, the system reboots while install the driver.

        • 1. Re: ac9260 is no compatatible with x399 aorus gaming 7
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello KEVINTONG,

           

          We understand you have recently purchased an Intel Wireless-AC 9260 integrated in a third-party PCIe adapter, but your system crashes and restarts while installing the wireless driver.

           

          In order to better assist you, could you please provide us with the following information:

           

          1. Brand of your PCIe adapter (or a picture would be OK).
          2. Operating system (for example: Windows® 10 Home 64-bit Version 1709)
            1. To find your OS version: Win+R > Winver.exe > OK.
          3. Are you using the Intel® PROSet/Wireless Software and Drivers provided by your hardware vendor, or our retail version?
          4. Do you get an error message or stop error code?
          5. Your motherboard comes with an Intel® Dual Band Wireless-AC 8265 integrated, have you made sure to disable this adapter in device manager (or physically removed it) before installing the new Intel® Wireless-AC 9260?
          6. Intel® System Support Utility report
            1. Download the latest Intel® SSU
            2. While connected to your WiFi network, run the scan for "everything."
            3. Save and name the report.

           

          Best regards,
          Carlos A.

          • 2. Re: ac9260 is no compatatible with x399 aorus gaming 7
            KEVINTONG

            Screenshot_20180419-233402.jpg

            win10 enterprise ltsb 2016

            Disabled AC8260

            I am using the drivier from intel homepage 20.40

            no error message just reboot while installing the driver.

            • 3. Re: ac9260 is no compatatible with x399 aorus gaming 7
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello KEVINTONG,

               

              Thank you for this information.

               

              Based on the report provided, it seems the adapter used in your PCIe adapter is actually the Intel® Dual Band Wireless-AC 8265, which is not much different from the already integrated Intel® Dual Band Wireless-AC 8260 on your motherboard. The only notable difference being that the adapter in the PCIe adapter supports MU-MIMO while your integrated model is SU-MIMO. (Comparison)

               

              In this case, we can try one of the following workarounds:

               

              1. Note that both the Intel® Dual Band Wireless-AC 8260 and 8265 models use the 20.40.0.4 driver included in the Intel® PROSet/Wireless Software version 20.40.0 package. If you enable the integrated adapter, and remove the PCIe card, are you able to install the driver package? If so, then you should be able to proceed disabling the onboard WLAN afterwards, and install the Add-in Card without needing to run the installer again. Your OS should detect it and use the best drivers on it's own.
              2. Another alternative will be to manually install the driver without using the additional software. 
                1. Download and extract (don't execute) the latest IT Admin package for your OS: WiFi_20.40.0_Driver64_Win10.zip
                2. Open Device Manager > Network Adapters > Intel(R) Dual Band Wireless-AC 8265
                3. Right click on your adapter and select "Update Driver Software..." > Locate and install driver software manually
                4. Point the wizard to the location where you extracted the IT Admin package, and follow the tool to completion.


              If the reboot issues continue, you may want to reach out to your place of purchase or PCIe adapter manufacturer for replacement or direct hardware support.

               

              Please let us know if this helps.

               

              Best regards,
              Carlos A.

              • 4. Re: ac9260 is no compatatible with x399 aorus gaming 7
                KEVINTONG

                You miss the original problem, I bought AC9260, but the hard drive is not compatiable. 8265 casues no proble. The reoobting problem caused is by AC9260.

                • 5. Re: ac9260 is no compatatible with x399 aorus gaming 7
                  KEVINTONG

                  When install 20.40 for AC9260, the computer started rebooting with no error message. And never installed driver. In hardware manager, AC9260 still unknown

                  • 6. Re: ac9260 is no compatatible with x399 aorus gaming 7
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello KEVINTONG,

                     

                    1. What happens if you use the installation CD provided by the manufacturer (WTXUP*)?

                    2. Is it possible to physically remove the adapter that comes with your motherboard from factory, then trying our driver only method described above? If your 9260 is listed as an unknown device, you will simply need to modify step 2.2. as your adapter is being listed elsewhere.

                    3. Have you tested a different PCIe slot?

                    4. Do you have a different system to test the adapter in, this will help confirm it's not a hardware issue.

                     

                    Also it's important to note that the adapter is advertised as "not suitable for AMD*." This is not a limitation placed by us, and other users have confirmed that the Intel® Wireless-AC 9260 does work in Ryzen* systems. It's possible that this is a limitation placed by the PCIe adapter manufacturer, we can recommend verifying with them.

                     

                    From: https://item.taobao.com/item.htm?id=542661681140&ns=1&abbucket=9#detail

                    WTXUP 9260.JPG

                    translate.JPG

                     

                    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.

                     

                    Best regards,
                    Carlos A.

                    • 7. Re: ac9260 is no compatatible with x399 aorus gaming 7
                      KEVINTONG

                      still reboot, after step 2.2, after reboot and install 9260 on mothrrboard,AC9260 IS identified, but reboot in 2s. then i remove 9260 and didabled 8265. install 9260, it crashes after windows is ready. still rebooting

                      • 8. Re: ac9260 is no compatatible with x399 aorus gaming 7
                        KEVINTONG

                        and no idea of how to remove built in wireless card

                        • 9. Re: ac9260 is no compatatible with x399 aorus gaming 7
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello KEVINTONG,

                          I was editing my last response while you were also replying, please review the info above.

                          Also, what happens if you do the following:

                          1. With the onboard WLAN adapter as the only one in your system, and enabled.
                          2. Install the 20.40.0 PROSet/Wireless Software.
                          3. Disable the adapter in device manager.
                          4. Shut your computer, install the PCIe adapter.
                          5. Turn your computer on.

                          With the onboard WLAN disabled, your system should identify your new adapter and proceed to use the already installed drivers. Do you still experience crashes?

                          From our end, this should not be an issue, however, as mentioned above, it's possible that your PCIe adapter manufacturer has placed additional restrictions on their product, limiting use to Intel® processors only. This could be related to some type of limitation with the way their PCIe card is wired.

                          Best regards,
                          Carlos A.

                          • 11. Re: ac9260 is no compatatible with x399 aorus gaming 7
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello KEVINTONG,

                            At this point we can recommend the following:

                            1. Report he issue to your motherboard manufacturer. We've seen cases where they're able to provide an unreleased BIOS update containing fixes for the problem. They may be able to help you remove the onboard WLAN adapter, which could be a factor.
                            2. Check with your place of purchase or adapter manufacturer  to see if they have additional suggestions.

                            To look further into this, please share your event viewer logs as follows:

                            1. Press Win+R to open Run dialog
                            2. Enter: eventvwr.msc and press OK
                            3. On the left hand panel, expand Windows Logs
                            4. Right click on System and choose to "Clear Log..." > Clear
                            5. Reproduce the crash, write down the time stamp.
                            6. Repeat step 1 to 3
                            7. Right click on System and choose to "Save All Events As..." > Choose name > Save > "Display information for these languages:" > English > OK

                            Best regards,
                            Carlos A.

                            • 12. Re: ac9260 is no compatatible with x399 aorus gaming 7
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello KEVINTONG,

                              We have not heard back from you in a while. Were the hardware vendor or your motherboard manufacturer able to resolve the issue or provide further explanation for the crashes?

                              Best regards,
                              Carlos A.

                              • 13. Re: ac9260 is no compatatible with x399 aorus gaming 7
                                jkpark

                                ac9260 does not support X399 motherboard.

                                 

                                I have a asrock x399 taichi,

                                No drivers are supported (my x399 board)

                                (WiFi_20.10~20.50)

                                 

                                 

                                • 14. Re: ac9260 is no compatatible with x399 aorus gaming 7
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  Hello KEVINTONG,

                                  Thanks for the update. 

                                  When it comes to hardware compatibility, each OEM will have the final say. If there's anything else we can assist you with, don't hesitate to let us know.

                                  Best regards,
                                  Carlos A.