14 Replies Latest reply on Aug 16, 2018 10:47 AM by Intel Corporation

    AC 8265 constantly resetting

    sihutch

      Hi Support,

       

      I am having a problem with the AC 8265 wireless adapter in my Lenovo Yoga 720.

       

      It is constantly resetting, reporting the following events:

           5007 - TX/CMD timeout (TfdQueue hanged

       

           The network interface "Intel(R) Dual Band Wireless-AC 8265" has begun resetting.  There will be a momentary disruption in network connectivity while the hardware resets. Reason: The network driver requested that it be reset. This network interface has reset 48 time(s) since it was last initialized.

       

           Intel(R) Dual Band Wireless-AC 8265 : The network adapter has returned an invalid value to the driver.

       

      This has happened since I bought the machine. I have actually returned the first machine over this issue as it was unusable. Now the issue has surfaced in the second machine.

       

      I have tried downloading the latest drivers (currently using 20.60.0.7), uninstalling and 'discovering' the adaptor, but my wireless connection is unusable.

       

      Are you able to help?

       

      Thanks

      Simon

        • 1. Re: AC 8265 constantly resetting
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello sihutch,

          I understand that the network adapter mentioned keeps resetting on its own.

          I would like to begin by requesting more information of your system. Please download our Intel ® System Support Utility tool and create a report, after created, please attach it to this thread so we can analyze more about the situation and know more about your system configuration.

          You can get this tool in the link below:

          https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-


          Regards,
          David V

          • 2. Re: AC 8265 constantly resetting
            sihutch

            Hi David,

             

            Stupid question, but I have performed a scan but only have option to attached video or image file - not txt files. How do I attached the scan results?

             

            Thanks

            • 3. Re: AC 8265 constantly resetting
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello sihutch,

              Thank you for your response.

              In order to attach a document you should be able to do so by clicking on the "Attach" button at the lower left when you are going to reply, attached to this is a picture showing how it looks and where it can be found.


              Regards,
              David V

              • 4. Re: AC 8265 constantly resetting
                sihutch

                Got it! Thanks David. Scan is now attached.

                • 5. Re: AC 8265 constantly resetting
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello sihutch,

                   

                  Thank you for your response.

                   

                  I would like to try to do a clean install of the driver. However, before doing so, please download the driver from the link below:

                   

                  https://downloadcenter.intel.com/download/27849/Wireless-Intel-PROSet-Wireless-Software-and-Drivers-for-Windows-10?product=94150

                   

                  Once downloaded, please disconnect from the internet and follow the steps below:

                   

                  Uninstall the Intel® PROSet/Wireless Software.

                   

                  1. Open Programs and Features (Uninstall a program) from the Control Panel.
                  2. Select Uninstall or Change and then Remove.
                  3. When prompted, choose to discard settings.

                   

                   

                  Uninstall the driver from device manager.

                   

                  1. Go to Device Manager.
                  2. Expand the Network Adapters category.
                  3. Right-click your Intel Wireless Adapter and choose to uninstall it.Make sure to select the option to Delete the driver software for this device.

                   

                   

                  Clear out your temporary files.

                   

                  1. Press the Windows* key and R key simultaneously to open the run box.
                  2. Type in: cleanmgr.exe and press the Enter key or OK.
                  3. Place a check mark next to Temporary Files. You can leave everything else checked or unchecked.
                  4. Press OK and wait.

                  Once these steps have been completed, please run the installer that you downloaded at the beginning and let it install, reboot the system when done and test the adapter again to see if the issues persist.

                   

                  I hope this helps.

                   


                  Regards,
                  David V

                  • 6. Re: AC 8265 constantly resetting
                    sihutch

                    Hi David,

                     

                    I have followed all the steps, but the problem has recurred immediately.

                     

                    Cheers

                    Simon

                    • 7. Re: AC 8265 constantly resetting
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello, sihutch.

                      There are newer drivers for your adapter. In the link below you will find the latest drivers for your system; please download them and, in order to complete the installation, follow the instruction provided by David V in the post above:

                      https://downloadcenter.intel.com/download/27989/Intel-PROSet-Wireless-Software-and-Drivers-for-Windows-10?v=t

                      Let us know how it goes.


                      Antony S. 

                      • 8. Re: AC 8265 constantly resetting
                        sihutch

                        Hi Anthony,

                         

                        I have downloaded the new drivers and performed the clean install again, but once again the problem reappears immediately.

                        Currently, the adaptor is resetting approx every 15 seconds, making this machine near useless.

                         

                        I have attached another scan, performed after the latest driver install.

                         

                        Thanks

                        Simon

                        • 9. Re: AC 8265 constantly resetting
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello sihutch,

                           

                          Thank you for your response.

                           

                          What we can try in this case is to do a clean installation but using the version that is provided by the manufacturer of the computer that you are using. In this case, you will need to first download the version which you can find here:

                           

                          https://pcsupport.lenovo.com/cr/en/products/laptops-and-netbooks/yoga-series/yoga-720-13ikb-type-80x6/downloads

                           

                          * Please be aware that the content on that site is not controlled by Intel*. This information is offered for your convenience and should not be viewed as an endorsement by Intel* for the merchants or services offered there. *

                           

                          Then, follow the steps mentioned above to do a clean installation, except that, this time you will install this version instead of ours.

                           

                          I am providing you with the manufacture's version because, we supply generic versions of graphics drivers for general purposes. Computer manufacturers can change the features, incorporate customization, or make other changes to the graphics driver software or software packaging. To avoid potential installation incompatibilities, we recommend that you first check with your computer manufacturer and use the driver software provided.

                           

                          Let us check and see if it improves the connection.

                           


                          Regards,
                          David V

                          • 10. Re: AC 8265 constantly resetting
                            sihutch

                            Hi David,

                             

                            I have tried reinstalling the original drivers, but it has made no difference.

                            I have attached another scan.

                             

                            Do you have any other ideas for this. Could there be compatibility issues with other software or devices, or is this more likely to be a hardware issue?

                             

                            Thanks

                            Simon

                            • 11. Re: AC 8265 constantly resetting
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello sihutch,

                              Thank you for your response.

                              Up to this point, what we can try is very little since we have checked the software side of the problem. What I can recommend you now is to try to re-install the operating system and see if the issue persists after a re-installation. There could be something corrupted that is not allowing the adapter to function appropriately. 

                              If not, then what I can recommend you to do is to get in contact with the manufacturer of the system, in this case lenovo*. They should have a repair center where you should be able to take the system for a check up, this way they can see if the wireless adapter is loose or perhaps defective, if that was the case they would be able to replace it. 

                              I hope this helps.


                              Regards,
                              David V

                              • 12. Re: AC 8265 constantly resetting
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                Hello sihutch,

                                I am following up with your case and see that we have not heard back from you.

                                Were you able to re-install the operating system or contact the manufacturer? 

                                If you need more assistance do not hesitate to reply.


                                Regards,
                                David V

                                • 13. Re: AC 8265 constantly resetting
                                  sihutch

                                  Hi David,

                                   

                                  Yes, apologies for the silence, I have been meaning to get back to you.

                                   

                                  I actually followed some suggestions on another thread of the Intel forums and rather than performing a complete reinstall, I have disabled the 'WMM Advertise' setting on my wireless router.

                                  This may have had effects on other services (media streaming), although I have yet to confirm this, but I can confirm that since changing this setting I have not experienced the wireless adaptor resetting.

                                   

                                  I don't know if future updates to the drivers are likely to address this(?), but for the time being, it seems to be a reasonable workaround.

                                   

                                  Cheers

                                  Simon

                                  • 14. Re: AC 8265 constantly resetting
                                    Intel Corporation
                                    This message was posted on behalf of Intel Corporation

                                    Hello sihutch,

                                    Thank you for your response.

                                    I can see that the problem appears to be addressed now by disabling the WMM Advertise. I am glad to know it hasn't been resetting. You can always keep checking our download center for the latest drivers: 

                                    https://downloadcenter.intel.com/product/94150/Intel-Dual-Band-Wireless-AC-8265

                                    Remember that you can also get in contact with the manufacturer of your system in case the problem was hardware-related so they can address that issue with you.


                                    Regards,
                                    David V