6 Replies Latest reply on Jul 5, 2018 8:44 AM by Intel Corporation

    Can't connect to Wi-Fi

    Rim0o

      Hello,

      My laptop is Toshiba satellite L50-C1874 and the wireless card is (dual band wireless-AC 3160),

      it was connecting perfectly to Wifi but after the last windows update I had so many difficulties connecting to Wifi and I've to put the laptop very near to the router in order to connect with Wifi and if I go further 5 meters from the router the signal greatly attenuates and the wifi disconnects

      Also when I'm 3 meters near the router I find the internet speed too low (varies from 15 to 50 Mb/s)

      I've tried many ways to solve but all failed, Please help.

        • 1. Re: Can't connect to Wi-Fi
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello Rim0o,

          As we understand, your Laptop is having connectivity issues since the last Windows* update. We will be glad to help you with this, here are a few items for your consideration:

          - Please keep in mind that the Intel® Dual Band Wireless-AC 3160 has reached End of Life, so update support for it is limited. You might want to check with the Computer Manufacturer about this as well.

          - Download Intel® PROSet/Wireless Software and Drivers for Windows® 10, version 20.60.0. Then perform a Clean Installation of Wireless Drivers.

          - Apply the Recommended Settings for 802.11ac Connectivity.

          - Configure the Power plan for the wireless adapter to have maximum performance when plugged in and on battery. Please refer to the following document: Setting Power Management for Intel® Wireless Adapters.

          Let us know if there is any progress after these actions.

          Regards,
          Jonathan B.

          • 2. Re: Can't connect to Wi-Fi
            Rim0o

            Thanks for your reply

            But I actually tried too many possible ways to solve this issue -including the driver clean update, the change of the settings and the power management- and all failed, Actually I've installed Windows from the beginning as a last try and it also made no change

             

            So it might be a hardware issue in the card itself, but how can I be sure that replacing the wireless card could solve it?, is there a method to know if the current card is defected or something?

            • 3. Re: Can't connect to Wi-Fi
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Rim0o,

              If the issue persists after the previous actions, you might need to check with the Computer Manufacturer Support about this, sometimes the antenna connector gets loose, or hardware may fail. Also, they would be ones to help you get and install the proper replacement if needed.

              In our best effort, you can create a log with the Intel® System Support Utility for Windows* when the system is a few meters away from the access point; save the file and attach it to your next post. We will be glad to review it.

              Regards,
              Jonathan B.

              • 4. Re: Can't connect to Wi-Fi
                Rim0o

                Many thanks again for your help ^^

                 

                Unfortunately Toshiba does no longer support my region so that I can't reach their customer support anyway

                 

                Attached is the log file and I was 2 meters away from the router.

                • 5. Re: Can't connect to Wi-Fi
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello Rim0o,

                  We reviewed the log and these are the most relevant findings:

                  - The adapter shows connected to 802.11n, but with a very low connection rate and a signal strength of 46%. This is often related to a loose antenna or hardware problems in the adapter. Checking on this with a service provider would be recommended.

                  - Disable Bluetooth*. Some PC's have the option to disable it with a hardware switch or in the BIOS. This can be done from Windows* Settings or Device Manager. For more information please check this document: Bluetooth® Technology Management and Configuration

                  - From the Router side, it is using channel 4 at this time, you can try using a different Wireless channel and check if it improves connectivity. Also, the Authentication method used in the network is WPA, when the recommended would be WPA2. This may not have a direct impact in wireless signal, buy will make your network more secure. You may try connecting to a different wireless network and check if it shows the same problem.

                  If the issues persist after this, it would suggest a hardware issue in the computer that would have to be checked with the OEM or their authorized service provider.

                  Regards,
                  Jonathan B.

                  • 6. Re: Can't connect to Wi-Fi
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello Rim0o,

                    Please let us know if there was a change after our previous recommendations, or in case you require any further assistance from our end.

                    Regards,
                    Jonathan B.