9 Replies Latest reply on Oct 19, 2018 4:30 AM by markc_182

    Wireless AC-9560 Slow speed and disconnects on 5Ghz

    markc_182

      Hi,

      I'm having probelms with this device. When I'm connected to a 5Ghz network I'm getting frequent disconnects. I'm also experiencing very slow connection speeds when using this device. (17mb/s down and 2mb/s up)

       

      I've tried updating the drivers to the latest ones on Intels support website, and I've tried using the drivers on the computer manufacturers website. Both result in no change.

      As a further test I ran a speed test on the same hardware using a fresh Linux installation and this gave me full speed. I also created a fresh user account within windows but found this resulted in slow speeds, so this has led me to believe there may be a problem with the drivers.

       

      When I have been getting the disconnects I've been seeing these errors and warnings in event viewer:

      2018-10-11 20_34_31-Event Viewer.png

       

      2018-10-11 20_35_36-Event Viewer.png

      Driver from Intel I tried was: 20.80.0.5

      Driver from Asus I tried was: 20.60.2.2

       

      I've also run the system support utility and have included the results.

        • 1. Re: Wireless AC-9560 Slow speed and disconnects on 5Ghz
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello markc_182,

          Thank you for posting on the Intel ® communities.

          I can see that you are experiencing slow speed and disconnections when using 5 GHz. 

          First, I would like you to provide me with the full System Support Utility report, I can see that you only attached the network part, so please attach it again with the rest of the information. Now, I need more data, so please provide me an answer for the following questions:

          1 - Is this problem only experienced with the laptop or have you tried other devices as well?
          2 - Have you tried to connect to a different 5 GHz network? 
          3 - You mentioned the speed is slow in 5 GHz, have you checked 2.4 GHz? 
          4 - Was this problem experienced before or it just started happening? 

          Also, please refer to the link below to find the recommended settings for 802.11ac:

          https://www.intel.com/content/www/us/en/support/articles/000024678/network-and-i-o/wireless-networking.html

          Make sure to change any configuration when applicable according to the information in the article above.

          I hope this helps.


          Regards,
          David V
           
          Intel Customer Support Technician
          Under Contract to Intel Corporation

          • 2. Re: Wireless AC-9560 Slow speed and disconnects on 5Ghz
            markc_182

            Thanks for the reply David, in answer to your questions;

             

            1- The problem is only on this laptop, other devices connect to this network at full speed.

            2- I have just tried connecting to another 5GHz network to check the speed. It connected at the same 17mb/s I'm getting on the other network and in the 5 minutes I was connected to this 5GHz network, I saw 4 drop outs.

            3- Sorry, I wasn't clear about this. I'm seeing slow speeds on both 2.4GHz and 5GHz. But frequent disconnects on the 5GHz only.

            4- This is a new laptop I performed a clean installation of Windows on. I didn't do a speed check on the machine before the clean installation. I had to do the clean installation due to swapping out hard drives, so I cannot reset back to the manufacturers default state.

             

            I include the full system report as requested.

             

            I've just been through the properties in device manager and can confirm all the settings are default, as recommended.

            • 3. Re: Wireless AC-9560 Slow speed and disconnects on 5Ghz
              gicek31

              Mam ten sam problem. Obojętnie która wersja sterownika jakie opcje ustawię łącze obcina o połowę. Po LAN mam 100%, przełączę się na WiFi około 50%. Inne urządzenia osiągają 100% prędkości łącza.

              Świeżo zainstalowany Windows osiągało też 100% a po aktualizacjach coś nie gra. reinstalacja sterownika karty nic nie daje.

              Aktualna wersja sterownika 20.50.0.4

               

              I have the same problem. No matter which driver version the options are set, the link is cut by half. After the LAN I have 100%, I will switch to WiFi around 50%. Other devices reach 100% of the link speed.
              Freshly installed Windows also reached 100% and after the updates something is not playing. re-installing the card driver does not give anything.
              The current version of the 20.50.0.4 driver

              • 4. Re: Wireless AC-9560 Slow speed and disconnects on 5Ghz
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello markc_182,

                Thank you for your response.

                Did you try to check the link that I sent about the recommended settings for 802.11ac connection? This is important because these settings must be adjusted to get a better connection and faster as well. The link is above, please make any changes if applicable and let me know. 

                gicek31, you can also check the settings from the link provided above. 


                Regards,
                David V
                 
                Intel Customer Support Technician
                Under Contract to Intel Corporation

                • 5. Re: Wireless AC-9560 Slow speed and disconnects on 5Ghz
                  markc_182

                  Hi again David,

                   

                  Yes, I can confirm I followed the link and have set all setting as per the recommendations. I've also been into my router's settings and ensured they are set as described.

                  2018-10-17 10_34_15-Wireless Router Archer C9.png

                  Just to show you the Intel 9560 settings too...

                  2018-10-17 10_39_25-Intel(R) Wireless-AC 9560 Properties.png

                  2018-10-17 10_39_45-Intel(R) Wireless-AC 9560 Properties.png

                   

                  2018-10-17 10_39_57-Intel(R) Wireless-AC 9560 Properties.png

                   

                  2018-10-17 10_40_11-Intel(R) Wireless-AC 9560 Properties.png

                  2018-10-17 10_40_31-Intel(R) Wireless-AC 9560 Properties.png

                  2018-10-17 10_40_48-Intel(R) Wireless-AC 9560 Properties.png

                   

                  I hope this helps

                   

                  Mark

                  • 6. Re: Wireless AC-9560 Slow speed and disconnects on 5Ghz
                    markc_182

                    Some further information for you.

                     

                    When I follow the driver installation instructions it says to uninstall PROSet/Wireless Software then uninstall the 9560 from the device manager. I do this as per the instructions and it then says to reboot the machine. I've noticed that the PROSet/Wireless Software reinstalls itself (20.60.2) and the device reappears in the device manager, with an older driver number (20.50.0.5).

                    I try to repeat this process to remove these, but every time I reboot the PROSet/Wireless Software and the driver have reinstalled themselves.

                     

                    I then tried to remove the PROSet/Wireless Software and remove the 9560 from device manager, then install the PROSet/Wireless Software and then rescan for hardware changes in device manager, and apply the 20.60.2.2 driver. This gave me full download and upload speed, however upon performing a reboot, the slow speeds returned. I have performed this several times and can confirm it is repeatable.

                     

                    I have performed dozens of speed tests to make sure I wasn't just getting a strange result.

                     

                    I have also performed speed test whilst plugged in to an ethernet cable and can confirm my internet connection is very stable.

                     

                    Mark

                    • 7. Re: Wireless AC-9560 Slow speed and disconnects on 5Ghz
                      gicek31

                      Witam, sytuacja wyglata teraz tak, że wczoraj zainstalowałem na nowo Windowsa. Wszystkie sterowniki wcześniej ściągnąłem do najnowszych wersji. Aktualnie mam teraz do AC 9560 wersje 20.80.0.5. Instaluje wszystko stopiniowo i aktualizuje system i sprawdzam działanie sieci. Jak na razie bez spadku prędkości sieci.

                       

                      Dodam, że przed formatowaniem robiłem wcześniej zalecenia, które były opisywane i bez żadnego rezultatu. Kombinowałem na różne metody i nic. Połączenie zawsze było w 5GHz ac i szybkość połączenia do 866,7 Mb/s. Przy łączu do 200Mb/s osiągałem tylko 89-90 Mb/s.

                       

                      Jak czegoś się doszukam co mogłoby tego być przyczyną dam znać.

                       

                       

                      Hello, the situation now looks like that yesterday I installed Windows again. All drivers have been downloaded to the latest versions. Currently, I now have versions 20.80.0.5 for AC 9560. It installs everything on the line and updates the system and checks the network. So far without the speed of the network dropping.

                      I would like to add that before formatting I have done recommendations that were described and without any result. I've combined different methods and nothing. The connection was always at 5GHz ac and the connection speed was 886.7 Mb / s. At the link up to 200Mb / s, I achieved only 89-90 Mb / s.

                      If I find something that could cause it, let me know.

                      • 8. Re: Wireless AC-9560 Slow speed and disconnects on 5Ghz
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello markc_182,

                        Thank you for your response.

                        I can see that gicek31 re-installed the operating system and the speed of the connection hasn't dropped. If possible, try re-installing your operating system to see if the issue persists, if you need, you can contact the manufacturer of the system (Asus*) and they should guide you through the re-installation process.


                        Regards,
                        David V
                         
                        Intel Customer Support Technician
                        Under Contract to Intel Corporation

                        • 9. Re: Wireless AC-9560 Slow speed and disconnects on 5Ghz
                          markc_182

                          Hi again David,

                           

                          Finally sorted out this problem. I traced it to a program called Asus GameFirst that was loading up in the background and limiting all non-gaming applications to..... 16mb/s up and 2mb/s down.

                          I find it very strange that this program would use these settings by default.

                           

                          Anyhow, thanks for your assistance in this matter.

                           

                          Mark