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GSmet
Novice
1,482 Views

No wireless connection caused by wireless network adapter Intel Dual Band Wireless-AC 8260 (rev 3a) not appearing on Windows 10 Device Manager. Bluetooth working fine.

When I bought my STK2M3W64CC it worked fine. I haven't used it for some time and I don't clearly remember if the wireless network problem started after some update or not.

 

Anyway, I have tried a lot of things (https://answers.microsoft.com/en-us/windows/forum/all/intel-dual-band-wireless-ac-8260-not-working-o..., https://superuser.com/questions/1189087/solve-wifi-problems-with-windows-10).

 

I have upgraded my Windows 10 Home 64 bits to version 1803, then to version 1809, have updated the BIOS version to 0058, have updated every Intel driver (https://www.intel.com/content/www/us/en/support/intel-driver-support-assistant.html shows everything is updated) and still nothing.

 

I tried network resets, I uninstalled Intel Proset / Wireless tools and only installed the bare Intel drivers.

 

I tried to manually add the network adapter as a legacy hardware and tried every Intel wireless driver that came with the "WiFi_20.120.1_Driver64_Win10.zip" file, but the hardware on the Device Manager showed an exclamation mark and accused error 31: "This device is not working properly because Windows cannot load the drivers required for this device. (Code 31)"... Maybe I have witnessed some error 10 also: "This device cannot start. Try upgrading the device drivers for this device. (Code 10)", but error 31 was the most frequent one and on both errors, Microsoft proposed solution is to update the drivers, but it didn't solve the problem.

 

Latest Intel wireless driver is 20.70.6.1, service name Netwtw06 from 31.12.2018.

 

0 Kudos
13 Replies
GSmet
Novice
369 Views

I started to suspect it wasn't an OS related issue, nearly tried to boot an Ubuntu pendrive to confirm that, but was a little bit lazy and started to search for the same problem on Intel Compute Sticks with Ubuntu. I saw some comments on cold boot versus restart and some issues related to network speed (not my problem) when resuming from idle states...

 

My Windows Power Management configuration for the wireless network adapter was set to "Maximum Performance".

 

So I went to the BIOS, tried to disable and re-enable the wireless LAN and still nothing.

 

What finally solved my problem: Changing the BIOS setting "Power State" from "Always On" (system will auto power-on when power adapter is connected - and when you ask Windows to shut it down, there is a blue LED continuously lit) to "Always Off" (system will NOT auto power-on when power adapter is connected - no LED lit when Windows shuts down). Thank God! I rebooted it and things are still working properly!

 

It seems to be some real odd bug related to the power state of the Intel Compute Stick or the Intel AC 8260 when not completely turning / powering off and powering on again.

Alberto_R_Intel
Moderator
369 Views

GSmet, Thank you for posting in the Intel® Communities Support. In order to try to fix the problem, we can try a clean installation of the wireless drivers: https://www.intel.com/content/www/us/en/support/articles/000022173/network-and-i-o/wireless-networki... Here is the link for the Intel® generic wireless driver version 20.120.1: https://downloadcenter.intel.com/download/28608?product=91980 After that please try a hard shutdown, which is to turn the Intel® Compute Stick STK2m3W64CC off by using the power key and then make sure to load the BIOS values to defaults. Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
GSmet
Novice
369 Views

Dear Alberto,

 

Hope you are doing fine!

Thank you for trying to help me.

It didn't work out.

My Intel AC 8260 wireless adapter seems completely dead. Windows just don't recognize it.

Any ideas?

 

Best regards,

 

Marcel

Alberto_R_Intel
Moderator
369 Views

Hi GSmet, You are very welcome, we are sorry to hear the issue persists. In this case, the next thing that we can try as a last resort will be to do a BIOS recovery on the Intel® Compute Stick STK2m3W64CC. Please follow the instructions in the following to update the BIOS: https://www.intel.com/content/www/us/en/support/articles/000005532/mini-pcs.html The latest BIOS version for the Intel® Compute Stick is 0058: https://downloadcenter.intel.com/download/28022/BIOS-Update-CCSKLm30-86A-?product=91980 If the problem persists after that, then the next thing to do will be to replace the unit. If you are interested in that option please get in contact directly with the Intel® support department in your region for them to further assist you: Chat support: http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat, For phone support, depending on your location, you will see the contact information on the links below: EMEA contact information: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html APAC contact information: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html LAR contact information: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time). Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
GSmet
Novice
369 Views

Alberto,

 

Besides the wireless adapter (Intel AC 8260), my Intel Compute Stick m3 is running fine already with BIOS 0058. Why should I update it with the same BIOS?

 

The BIOS recovery procedure you sent seems to only apply to the NUC, not to the Compute Stick.

 

I have some questions:

 

1) Did anyone from Intel reviewed my SSU report that I uploaded?

2) If they did, didn't they find anything strange that would leed to better troubleshooting?

3) Does Intel have any troubleshooting software that I could run to test my Compute Stick, with detailed reporting?

 

Best regards,

 

Marcel

Alberto_R_Intel
Moderator
369 Views

GSmet, Thank you for providing that information. Yes, even though the BIOS version that is currently installed is 0058, the BIOS recovery will be done to that same version just to make sure that the BIOS configuration is correct, you can also try to load the default values settings in the BIOS by pressing F9. Here is the link to do the BIOS recovery: https://www.intel.com/content/www/us/en/support/articles/000005902/mini-pcs/intel-compute-sticks.htm... For some reason, the SSU report is not showing in our system, here is the link to run it: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility To attach the report, once you choose "reply" select the "clip" icon on the lower left corner. There is not an Intel® troubleshooting software, as an alternative you might be able to find one on a third party site by searching in the Internet. You mentioned that Windows does not recognize the Intel® wireless adapter, do you see it listed in device manager under "Network Adapters"? Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
GSmet
Novice
369 Views

Alberto,

 

I have already loaded BIOS defaults.

Windows does not even show it under "Network Adapters".

I am uploading the SSU report. I did it when I opened the support ticket, but I guess it just might be a different system. One thing that may give you some hint on the problem is that the wireless adapter is reported as "PNP Device ID:"ROOT\UNKNOWN\0000".

 

Best regards,

 

Marcel

 

GSmet
Novice
369 Views

Although the wireless adapater shows a "#2" identification (after adding it as "Legacy hardware", since Windows didn't find it), there is no hidden wireless adapter to be excluded.

Alberto_R_Intel
Moderator
369 Views

GSmet, Thank you very much for providing the file and sharing those details. Based on the SSU report everything seems to be normal, it is also showing that the latest Intel® wireless driver version is already installed, which is 20.70.6.1. I looked for "PNP Device ID:"ROOT\UNKNOWN\0000" and basically the results showed that this message is in reference to unknown devices that are listed in Device Manager, most of the solutions for this problem recommend installing the latest drivers available provided by the manufacturer of the computer. You will be able to verify this information in the following link, it says that is for Windows* XP but it might be helpful: https://support.microsoft.com/en-us/help/314464/how-to-troubleshoot-unknown-devices-that-are-listed-... For this scenario, everything indicates that the problem could related to a hardware problem with the Intel® Compute Stick STK2m3W64CC itself, the Intel® wireless card in it might be defective, so the next thing that we recommend to do will be to replace the unit. The content on the above 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 Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
Alberto_R_Intel
Moderator
369 Views

GSmet, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter? Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
Alberto_R_Intel
Moderator
369 Views

GSmet, If you need further assistance please let us know. Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
GSmet
Novice
369 Views

Alberto, I am talking to a collegue of yours about the warranty. Best regards, Marcel
Alberto_R_Intel
Moderator
369 Views

GSmet, thank you very much for letting us know that information. Perfect, they will further assist you in there. Regards, Alberto R. Intel Customer Support Technician Under Contract to Intel Corporation
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