8 Replies Latest reply on Nov 3, 2018 3:35 AM by Dmitry.T

    AC 7265 random disconnect

    Dmitry.T

      Hello dear specialists!

       

      I have an HP laptop with wi-Fi card AC 7265 operating system Win 10 x64.

       

      While using the Internet suddenly disconnects from the wi-Fi network. When you reconnect, the Internet works, but after a while it turns off again at different intervals.

       

      I tried to set up a proprietary utility Intel(R) PROSet Wireless but when it starts I am offered to import the network profile. No other settings are available.

       

      Reinstall the driver using the uninstall in device Manager and reinstall the utility cleaning temporary files, nothing.

       

      Please help to solve the problem of permanent disconnection from wi-fi network.

        • 1. Re: AC 7265 random disconnect
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello Dmitry.T,

          Thank you for posting on the Intel ® communities.

          I can recommend you in this case to try doing a clean wireless driver installation but with the driver provided by the manufacturer. Please refer to HP's website, type in the model of your system and look for the latest wireless driver.

          Does this problem happen with any modem/router connected to? Are you using an access point or connecting directly to the modem? 

          Also, I would like to request an System Support Utility report, this report can be generated from our tool, you can refer to the link below so you can download it: 

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

          Make sure to attach the created report to this thread.


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

          • 2. Re: AC 7265 random disconnect
            Dmitry.T

            Thanks for your help, David.

             

            Reinstalling the HP driver did not help. Do I need to install PROset/wireless?

            • 3. Re: AC 7265 random disconnect
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Dmitry.T,

               

              Thank you for your response.

               

              I was checking and found the correct model and revision of your computer, please refer to the link below and download the " Intel Wireless LAN" driver:

               

              https://support.hp.com/us-en/drivers/selfservice/hp-pavilion-13-u100-x360-convertible-pc/12589419/model/13971141

               

              * 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. *

               

              Once downloaded, please follow the steps below:

               

              1. Uninstall the Intel® PROSet/Wireless Software. You may skip this step if you don't see Intel® PROSet/Wireless Software under Programs and Features. 
                • Open Programs and Features (Uninstall a program) from the Control Panel.
                • Select Uninstall or Change and then Remove.
                • When prompted, choose to discard settings.
              2. Uninstall your wireless driver. Windows* with an inbox driver may natively support some wireless adapters. You can't uninstall an inbox driver (you won't see the "Delete the driver software for this device" option). Proceed to the next step if you start seeing the same version of the driver installed automatically after it’s uninstalled. 
                • Go to Device Manager.
                • Expand the Network Adapters category.
                • 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.
              3. Clear out your temporary files. 
                • Press the Windows* key and R key simultaneously to open the run box.
                • Type in: cleanmgr.exe and press the Enter key or OK.
                • Place a check mark next to Temporary Files. You can leave everything else checked or unchecked.
                • Press OK and wait.
              4. Restart your computer.
              5. Install the driver that was downloaded from the system manufacturer.
              6. Restart your computer once more and then test the connection

               

              To answer your question, you already have Intel ® PROset wireless installed in your system according to your System Support Utility. It is downloaded with the wireless drivers.

               

              I hope this helps.

               


              Regards,
              David V

              Intel Customer Support Technician
              Under Contract to Intel Corporation

              • 4. Re: AC 7265 random disconnect
                Dmitry.T

                David, I tried reinstalling the driver using this instruction, but it didn't solve the problem.

                 

                I removed the HP and Intel drivers, and sure utilit (HP). At the moment, working stable. Driver selected Windows screenshot attached.

                 

                I will test this Microsoft driver and report the result in a couple of days.

                • 5. Re: AC 7265 random disconnect
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello Dmitry.T,

                  Thank you for your response.

                  I can see that you have removed both drivers from the system and it is working stable, please let us know the outcome so we can assist you further. 


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

                  • 6. Re: AC 7265 random disconnect
                    Dmitry.T

                    Hello David V

                     

                    The driver from Microsoft worked normally one day, the next day arbitrary shutdowns began again. The problem is not solved.

                    • 7. Re: AC 7265 random disconnect
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello Dmitry.T,

                      Thank you for your response.

                      In this case, since the unit keeps on restarting on its own even when using the generic wireless drivers from Microsoft*, it could actually point to a hardware issue. I would recommend you to contact the system manufacturer (HP) in order for them to check the hardware and replace the wireless adapter if needed. 

                      I recommend to do it with the manufacturer because they are the ones who handle the warranty of the wireless adapter.


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

                      • 8. Re: AC 7265 random disconnect
                        Dmitry.T

                        Hello David,

                         

                        Strange things, but the issue was resolved as follows: I installed the previous version of the driver and shutdown stopped. Today, the work was also stable, but when I checked the driver, it was the latest version that was installed earlier.

                         

                        Strange things, but the issue was resolved as follows: I installed the previous version of the driver and shutdown stopped. Today, the work was also stable, but when I checked the driver, it was the latest version that was installed earlier.

                         

                        The problem can be considered solved. Thanks.