topic Re: Problems with PCIe AC 7260 in Wireless

Problems with PCIe AC 7260

SSean2 — Sat, 15 Oct 2016 01:34:14 GMT

I just bought and installed a new PCIe Wireless AC 7260 adapter and I'm having problems. After I installed the adapter I did a clean install of windows 10 pro x64 build 1607. The device shows up in device manager using the default drivers included with windows but I can't update them. When I install Wireless_19.10.0_PROSet64_Win10 and reboot the device either no longer shows up in device manager or it shows up as disabled. If I try and enable the device it fails and says the device has a problem. At this point the only way I've found to get the device working again is to reinstall windows from scratch. Uninstalling the software and reinstalling the software doesn't fix the issue. Anyone know of a fix for this?

Re: Problems with PCIe AC 7260

AlHill — Sat, 15 Oct 2016 01:43:12 GMT

Only integrators and OEMs are allowed to install these adapters.

Please review these two links:

http://www.intel.com/content/www/us/en/support/network-and-i-o/wireless-networking/000005846.html Why Doesn't My Laptop Recognize My New Intel® Wireless Adapter?

http://www.intel.com/content/www/us/en/support/network-and-i-o/wireless-networking/000005687.html Regulatory Information Regarding Hardware Installation or Upgrade

Doc

Re: Problems with PCIe AC 7260

SSean2 — Sat, 15 Oct 2016 01:54:26 GMT

If only integrators and OEMs are allowed to install these adapters then why do they sell them in stores in an Intel box?

Re: Problems with PCIe AC 7260

SSean2 — Sat, 15 Oct 2016 01:57:58 GMT

Also this is a desktop and not a laptop. The card is being installed into an Asus Z170 Pro Gaming Aura motherboard.

Re: Problems with PCIe AC 7260

AlHill — Sat, 15 Oct 2016 02:01:08 GMT

Yes, I assumed a laptop. Sorry,

Doc

Re: Problems with PCIe AC 7260

idata — Sat, 15 Oct 2016 03:19:13 GMT

Regarding your question on why they're sold retail, I had the same question and got a response from Intel:

/message/427562 https://communities.intel.com/message/427562

Re: Problems with PCIe AC 7260

idata — Mon, 17 Oct 2016 21:06:55 GMT

SeanGamble,

Since it not being recognized in Device Manager and/or shows disabled. We recommend the following:

1. Check for possible BIOS updates.

2. Try a different PCIe* slot

3. Make sure the adapter is mounted properly on the slot.

4. Check with ASUS* if this motherboard is fully compatible with this adapter.

Please, let us know as soon as you can.

Best regards,

Aleki

Re: Problems with PCIe AC 7260

SSean2 — Mon, 17 Oct 2016 23:26:25 GMT

I'm running the latest BIOS. I've tried all PCIe slots. Asus says the card should have no issues with the board. The card does work but only with the default drivers built into windows. When I update the driver and reboot is when the problems begin.

Re: Problems with PCIe AC 7260

idata — Tue, 18 Oct 2016 19:11:54 GMT

SeanGamble,

Intel has just released a new driver package. Could you please be so kind and try it and let us know the results. Try it via a clean installation. Here is how you can do it:

1. Download and save the latest driver: https://downloadcenter.intel.com/download/26346/Intel-PROSet-Wireless-Software-and-Drivers-for-Windows-10?product=75439 Intel® PROSet/Wireless Software and Drivers for Windows® 10 Package version: 19.20.0 - Please bear in my the driver version for this adapter in this package is the 18.33.3.2

2. Then, proceed to the following: Go to Control Panel, Programs and Features and Uninstall "Intel® PROSet/Wireless Software", if it is installed. When prompted, choose the option to "Discard settings".

3. In Control Panel, Device Manager, Network Adapters, right click on the Intel® Dual Band Wireless-AC 7260 and Uninstall it. Make sure you mark the option to "Delete the driver software for this device".

4. Reboot the PC or scan for hardware changes, check device manager and if an older driver is detected and installed, repeat the actions to uninstall and delete it as well. Repeat this process until the OS does not allow deleting the driver, or until the controller shows as Unknown Device.

5. Install the Intel® Wireless driver. During the first steps of PROSet/Wireless installation, make sure to customize the installation and install all the 3 driver components.

Let us know if this worked for you.

Best regards,

Aleki

Re: Problems with PCIe AC 7260

SSean2 — Wed, 19 Oct 2016 04:43:31 GMT

So the Intel ProSet software was not installed so it didn't show up in programs to be removed. It should be noted that the Intel Bluetooth software does show up and is working fine. I did step three but there's no option to delete the driver software since you can't remove drivers built into windows. After removing the software I did a scan for hardware changes but the device doesn't show up. I rebooted and logged back in and still the device doesn't show up. If I view hidden devices the card shows up twice as Intel(R) Dual Band Wireless-AC 7260 and Intel(R) Dual Band Wireless-AC 7260 # 2. When I go into either hidden device it says Currently, this hardware device is not connected to the computer (code 45). To fix this problem, reconnect this hardware device to the computer.

Re: Problems with PCIe AC 7260

idata — Wed, 19 Oct 2016 21:28:58 GMT

SeanGamble,

In this case, could you please reset the BIOS to the default settings and test the adapter?

Let us know the results as soon as you can.

Best regards,

Aleki

Re: Problems with PCIe AC 7260

SSean2 — Thu, 20 Oct 2016 05:04:02 GMT

Tried that several times already and it didn't help at all. Still the same results.

Re: Problems with PCIe AC 7260

idata — Thu, 20 Oct 2016 19:19:13 GMT

SeanGamble,

In this case, could you please try the following version 18.40.4. Here is the link to it: https://downloadcenter.intel.com/download/26096 Intel® PROSet/Wireless Software and Drivers for Windows® 10 - Version 18.40.4

Please proceed to a clean installation following the same steps sent to you previously and try the adapter. If after trying this, you notice that this situation persists, could you please be so kind and use the Windows* inbox drivers as you said they work and then provide the logs from this tool? https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Intel® System Support Utility

We are looking forward to hearing from you soon.

Best regards,

Aleki

Re: Problems with PCIe AC 7260

SSean2 — Thu, 20 Oct 2016 19:57:09 GMT

https://www.dropbox.com/s/zfgt15mqk9alt4m/InboxDrivers.xml?dl=0 I tried the 18.40.4 drivers and it seemed to make things worse. After I rebooted it took around 10 seconds to login (normally it's like 1 second). When I clicked on the start menu it just clocked. I rebooted and then I was able to login again normally and access the start menu but the device still shows up as disabled. I ran the report twice. Once with the inbox drivers and then again after installing the 18.40.4 drivers.

Inbox drivers

https://www.dropbox.com/s/zfgt15mqk9alt4m/InboxDrivers.xml?dl=0 https://www.dropbox.com/s/zfgt15mqk9alt4m/InboxDrivers.xml?dl=0

18.40.4 Drivers

https://www.dropbox.com/s/fylwzsvt45dtgu2/With18_40_4_Drivers.xml?dl=0 https://www.dropbox.com/s/fylwzsvt45dtgu2/With18_40_4_Drivers.xml?dl=0

Re: Problems with PCIe AC 7260

idata — Thu, 20 Oct 2016 22:26:54 GMT

SeanGamble,

Thank you for reporting back. We are going to engage additional resources for thorough investigation of this situation and this may take a sometime. In the mean time, please use Windows* inbox drivers. Please rest assured we will advise a soon as possible. Let us know if there is any additional information you would like to add.

Best regards,

Aleki

Re: Problems with PCIe AC 7260

idata — Fri, 28 Oct 2016 16:09:30 GMT

SeanGamble,

Thank you for your time. This message is to keep you posted that we are still working on this situation and will advise as soon as possible. In the mean time, please let us know if there is any updates regarding this issue.

Best regards,

Aleki

Re: Problems with PCIe AC 7260

KL2 — Mon, 31 Oct 2016 16:59:20 GMT

I ran into this using an ASUS Q170-C motherboard with the same 7260 wireless adapter, and I resolved it by only installing the bare driver. When I ran the PROSet setup exe, it disabled the WiFi side of the device exactly as you are describing.

Try completely uninstalling the WiFi PROset software, then install the bare driver using device manager.

Bare Driver: https://downloadmirror.intel.com/26339/eng/Wireless_19.20.0_Driver64_Win10.zip https://downloadmirror.intel.com/26339/eng/Wireless_19.20.0_Driver64_Win10.zip

(Netwbw02.INF)

Re: Problems with PCIe AC 7260

idata — Wed, 02 Nov 2016 18:28:37 GMT

Hello Sean,

We are looking into this and will let you know once we have any new information.

In the mean time, please let us know if you have tried using the driver only, as suggested by Gize2.

Regards,

Jonathan

Re: Problems with PCIe AC 7260

SHoov — Thu, 03 Nov 2016 10:57:34 GMT

Thanks Gize2!

That solved the problem on my Asus H110M-A.

Re: Problems with PCIe AC 7260

idata — Thu, 03 Nov 2016 16:23:48 GMT

Hello SeanGamble,

Our current solution for this issue is to uninstall the Intel® PROSet Wireless Software and install the standalone driver instead, as suggested by Gize2. We have taken note of this issue and will resolve it in a future software update.

- Driver only for Windows® 10 64-bit: https://downloadmirror.intel.com/26339/eng/Wireless_19.20.0_Driver64_Win10.zip https://downloadmirror.intel.com/26339/eng/Wireless_19.20.0_Driver64_Win10.zip

- Downloads for other versions: http://www.intel.com/content/www/us/en/support/network-and-i-o/wireless-networking/000017246.html http://www.intel.com/content/www/us/en/support/network-and-i-o/wireless-networking/000017246.html

Please let us know if this doesn't resolve your issue, or if you have additional questions.

Best regards,

Carlos A.