NUC Wi-Fi Occasionally Shuts Off

[KOhrn]

My Intel NUC8i3BEH has an Intel Wireless AC 9560.  Occasionally, the wi-fi will shut off in mid-browse and I'll see that the Windows 11 task bar shows no internet access.  Applications like speed tests, and Edge/Outlook.com will not respond, and web sites (any and all) will not respond.

My iPhone remains connected to the same router (verified by a speed test), as do other devices attached to the same router.  Bluetooth remains active and will connect to my wireless headphones, playing music from the HDD.

The 9560 will spontaneously recover in a few minutes or can be recovered manually by turning off wi-fi in the OS, re-starting it, and connecting to the router. 

This has been going on for several months.  I have de-and-re-installed the 9560 device and its driver many times and installed the latest driver (22.160.0.4).  In device manager/properties/power management I have turned off "allow the computer to turn off this device to save power". 

Hope you can help. 

[Alberto_R_Intel]

KOhrn, Thank you for posting in the Intel® Communities Support.

In order for us to provide the most accurate assistance, we just wanted to confirm a few details about your system:

Is this a new Intel® NUC?

When did you purchase it? (For Warranty Purposes)

What is the model of the Router?

Was the wireless card showing this behavior before?

If not, when did the issue start?

Did you make any recent hardware/software changes that might cause this issue?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[KOhrn]

Hi Albert:

Thanks for your response

Is this a new Intel® NUC? I purchased it new via Amazon

When did you purchase it? (For Warranty Purposes) June 26, 2019

What is the model of the Router?  Arris TG3482ER3 supplied by local ISP Shaw Cable as XB6

Was the wireless card showing this behavior before?  no

If not, when did the issue start?  several months ago

Did you make any recent hardware/software changes that might cause this issue?  routine Intel and MS Win 11 upgrades and app upgrades

Does the problem happen at home or in the work environment?  home

[Alberto_R_Intel]

Hi KOhrn, You are very welcome, thank you very much for providing that information and the SSU report.

According to the information shown in the SSU document, as you mentioned, the wireless driver currently installed on your computer is version 22.160.0.4, which is the latest one provided by Intel®:

https://www.intel.com/content/www/us/en/download/19351/windows-10-and-windows-11-wi-fi-drivers-for-intel-wireless-adapters.html?wapkw=ac%209560

Additionally, the BIOS version installed on your device is also the latest one that we have available for your unit, 0089:

https://www.intel.com/content/www/us/en/download/743906/bios-update-becfl357.html?wapkw=nuc8i3beh

Here you have "Troubleshooting WiFi and Bluetooth Issues on Intel® NUC Products", please follow the recommendations in there:

https://www.intel.com/content/www/us/en/support/articles/000031666/intel-nuc.html

And in the link below, you will find the "Advanced Intel® Wireless Adapter Settings" for you to test the different configurations suggested on the page:
https://www.intel.com/content/www/us/en/support/articles/000005585/wireless/legacy-intel-wireless-products.html

Once you get the chance, please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

[KOhrn]

Hi Albert:

Thanks again.  I'll work on troubleshooting and configuration changes as suggested.  This may take some time since the issue is intermittent. 

[KOhrn]

Hi Albert:

I've looked through the suggested material and do not have any changes to try.   All configuration items are either default or unchanged for months.

The troubleshooting page appears to show the Intel 9560 is a discrete card, and not chip(s) on the motherboard.  Can you confirm this is so?  If so, I may wish at some point to install a new card such as an Intel AX210. AX 211 or AX411 to take advantage of our local ISP's available upgrade to WiFi 6 and possibly future-proof to Wi-Fi 6E. 

Thanks in advance. 

[Alberto_R_Intel]

Hi KOhrn, You are very welcome, thank you very much for sharing those details.

We are sorry to hear the issue persists after trying the troubleshooting steps provided previously.

In reference to your question, yes, it is expected for the Intel® wireless card to be recognized as a discrete wireless card and not a chip on the board. But, we do not recommend to replace it since there might be compatibility problems, based on the fact that the Intel® NUC was released back in 2018 and the wireless cards you mentioned are relatively new, and it also will void the warranty on the Intel® NUC:

https://ark.intel.com/content/www/us/en/ark/products/126150/intel-nuc-kit-nuc8i3beh.html

In our Intel® product compatibility tool, there are no wireless cards listed as compatible with our device, still, I will do further research on this matter to confirm those details and to try to find a possible fix to this problem. As soon as I get any updates, I will post all the details on this thread:

https://compatibleproducts.intel.com/ProductDetails?activeModule=Intel%C2%AE%20NUC&prdName=NUC8i3BEH

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hi KOhrn, I just received an update on this matter.

After reviewing the case, we determined that it seems the problem is related to a hardware issue, however, the wireless card cannot be replaced since is soldered to the Intel® NUC. In case the driver updates are not solving the issue, the next thing to do will be to replace the unit. Unfortunately, the Intel® NUC is out of warranty so it cannot be replaced.

Regards,

Albert R.

Intel Customer Support Technician

[KOhrn]

Hi Albert:  Thank you so much for your work on this.  It does appear that the unit is out of warranty.

It seems I'll have to endure the issue, since the wi-fi is a soldered-down part of the motherboard.

I'll budget for a replacement computer to be bought when the problem becomes more severe. 

[Alberto_R_Intel]

Hi KOhrn, You are very welcome, thank you very much for your response.

Yes, in this case, as you mentioned, since the Intel® NUC is out of warranty, that fact does not allow us to offer the option to replace it. From our side, we did the best we can to try to fix this problem for you.

Any other inquiries, do not hesitate to contact us again.

Regards,

Albert R.

Intel Customer Support Technician