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BPins
Beginner
4,880 Views

NUC7i5BNH wireless connection issues

My NUC shows a good connection to the internet and network via WiFi, but sometimes I cannot use the internet. All diagnostics show that nothing is wrong.

One thing that I do notice is that if I move the NUC around a bit, then I can use the internet. Maybe the WiFi adapter is loose? or faulty? Any other ideas?

My phone is showing an excellent connection at the location of the NUC and never has any problems.

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17 Replies
idata
Community Manager
954 Views

Hello Bleys52,

 

 

I understand that you are having connectivity problems when using the wireless which apparently get fixed after moving the NUC.

 

 

To answer your question, it normally isn't common to have a network adapter loose, yet it could be a possibility. If you would like to you could open the NUC and have a look to see if there is a loose component, of course, only if you feel comfortable doing so. Now, in order to help you more and in the best way, I will need an Intel ® System Support Utility report. Please download the tool in the link below:

 

 

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

 

 

Please attach the report to this thread for further help. Also, I would like to know if you have tried to connect the NUC to other access points? For example: the mobile hotspot from your phone or any other wireless router.

 

 

 

Regards,

 

David V

 

BPins
Beginner
954 Views

I have tried moving the NUC into my room to within a few feet of the WiFi router and it worked well at the time.

The NUC normally sits on the far side of the adjacent Family Room.

My phone shows 85% connectivity at that point and has no problem and neither had the NUC until recently.

Originally I thought I was getting interference from the Bluetooth after leaving it turned on after using a Bluetooth speaker.

All troubleshooters show no problem.

Sometimes I get a "Default Gateway not available" message.

idata
Community Manager
954 Views

Hello Bleys52,

Thank you for your response.

I have some steps that I would like you to follow in order to try and fix the problem, please download the driver first by accessing the link below:

https://downloadcenter.intel.com/download/27849 https://downloadcenter.intel.com/download/27849

Now, please follow the steps below; but before, please disconnect from the internet:

Uninstall the Intel® PROSet/Wireless Software.

  1. Open Programs and Features (Uninstall a program) from the Control Panel.
  2. Select Uninstall or Change and then Remove.
  3. When prompted, choose to discard settings.

Uninstall the driver from device manager.

  1. Go to Device Manager.
  2. Expand the Network Adapters category.
  3. 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.

Clear out your temporary files.

  1. Press the Windows* key and R key simultaneously to open the run box.
  2. Type in: cleanmgr.exe and press the Enter key or OK.
  3. Place a check mark next to Temporary Files. You can leave everything else checked or unchecked.
  4. Press OK and wait.

Once this has been completed, reboot the computer and install the driver you downloaded at the beginning. When the driver is installed, please reboot the system once again and check the connection, test to see if the issue persists.

I hope this helps.

 

Regards,

 

David V
BPins
Beginner
954 Views

I installed the new drivers exactly like outlined above and nothing changed.

I then moved the NUC into my room and set it up a few feet away from the router and nothing changed.

I then tested the BlueTooth and it worked fine.

I then disconnected from the WiFi and hooked into the Ethernet and it worked great.

I then disconnected from the Ethernet and hooked back up to the WiFi and it worked great.

I then moved the NUC back into the adjacent room and turned on the WiFi and it didn't work.

I then moved the NUC back into my room and set it up a few feet away from the router again and it still didn't work.

I then disconnected from the WiFi and hooked into the Ethernet and it worked great.

I then disconnected from the Ethernet and hooked back up to the WiFi and it didn't work.

I also opened the bottom panel and looked to see if the network adapter was loose or something and everything looked fine.

There is something definitely going on with the WiFi connection on the network adapter.

The connection is hard to come by, slow and spotty at best. It used to work great ever since it was purchased in January. Not sure what happened.

I do not want to connect thru the Ethernet because not only is there no Ethernet in the family room, there is no way to disable the automatic updates on Windows 10.

I use the metered connection option on the WiFi so there won't be any automatic updates, which freezes up the NUC.

One update in particular has tried to install 44 times with no success and just keeps trying.

I've thought about replacing the network adapter, but it seems to be integrated into the motherboard.

I'm not sure what to do now, except to send it back to the manufacturer.

n_scott_pearson
Super User Retired Employee
954 Views

Your NUC is running on BIOS 47. Please update to the latest (BIOS 66) and test again.

...S

BPins
Beginner
954 Views

I'm not really sure how and I don't want to mess up the NUC... too many horror stories about updating BIOS.

I can get to where it asks you to select the file... but there's a long list of files and I'm not sure which one. (F7 upon bootup)

LeonWaksman
Super User
954 Views

Since your current bios version is quite old, I recommend to update your bios from Power Button Menu using bios recovery (F4). Follow those steps, it is not complicated:

  1. Prepare USB stick fully formatted to FAT32 (disable quick format option during format). Format your USB on Windows machine (rather than Linux or MAC). Save the Bios file BN0066.bio (https://downloadcenter.intel.com/download/28013/BIOS-Update-BNKBL357-86A-?product=95067 Download BIOS Update [BNKBL357.86A] ) on this stick and insert it into USB slot (NUC shall be OFF).
  2. Press Power Button for about 3 seconds. You should release the Power Button soon as the power led changes color from blue to amber. Alternately, the system will emit three short beeps from the PC speaker or headphones, if installed, then stop. If you see the LED color change or you hear the beeps, release the Power Button - NUC shall reboot into Power Button Menu. NUC will reboot into Power Button Menu.
  3. Press F4 and the recovery shall start (it can take up to 30 seconds for messages to appear on the screen).
  4. When the recovery finishes, pull out the power cord.
  5. Replace the power cord and press Power Button to switch the computer to ON.
  6. Enter Bios setting by pressing F2 during boot process.
  7. Press F9(followed by "Y"), to set Bios to default settings. Press F10 (followed by "Y"), to save the settings and exit to O.S. Let the NUC fully reboot.
  8. If before update, you have customized bios settings, you can enter again to Bios setting to change the necessary settings.

Leon

BPins
Beginner
954 Views

I updated the Bios as directed above and nothing has changed.

The WiFi on the NUC still does not work.

I took another report with the System Support Utility and have attached.

LeonWaksman
Super User
954 Views

May be you can use WiFi Range Extender. There are many kinds of them for sale. Such extender will make WiFi signal stronger in your family room. Here you have two example of such extender:

1. https://www.amazon.com/NETGEAR-AC750-Range-Extender-EX3700-100NAS/dp/B00R92CL5E/ref=sr_1_3?s=special... Amazon.com: NETGEAR AC750 WiFi Range Extender (EX3700-100NAS): Computers & Accessories

2. https://www.amazon.com/TP-Link-Extender-Repeater-Housing-RE200/dp/B00NR2VMNC/ref=sr_1_10?s=specialty... Amazon.com: TP-Link AC750 Dual Band WiFi Range Extender, Repeater, Access Point w/Mini Housing Design, Extends WiFi to S…

There are many other items to choose.

Leon

BPins
Beginner
954 Views

But it didn't work when I moved the NUC to within 2 feet of the WiFi router. Well... sometimes it did and sometimes it didn't.

This is telling me something is wrong with a component, especially since it worked fine for 6 months previously.

This whole experience has been disappointing. The whole reason for the NUC was to provide internet access in the Living Room where there is no Ethernet.

Also, I can't stand how the NUC pretty much requires Windows10, in which you can't turn off automatic updates or at least select updates to ignore.

I'm not going to give up. I think I'm going to send the whole unit back for servicing. I just got to figure out the warranty information

n_scott_pearson
Super User Retired Employee
954 Views

There were some issues caused by the Windows 10 1803 upgrade. I suggest that you do the following:

  1. Download the latest Bluetooth and Wireless driver packages to the NUC. They are available here: https://downloadcenter.intel.com/download/27989/Intel-PROSet-Wireless-Software-and-Drivers-for-Windo... Download Intel® PROSet/Wireless Software and Drivers for Windows® 10 and here: https://downloadcenter.intel.com/download/27867/Wireless-Intel-Wireless-Bluetooth-for-Windows-10 Download Intel® Wireless Bluetooth® for Windows® 10.
  2. Disconnect the NUC from the internet. If using Wireless, you can either deconfigure the NUC or shut off your router (this will only be for a short while).
  3. Completely uninstall the existing Bluetooth and Wireless driver packages.
  4. Reboot the NUC.
  5. Install the Bluetooth and Wireless packages (in this order) that you downloaded previously.
  6. Reboot the NUC.
  7. Restore internet access and test.

Hope this helps,

...S

BPins
Beginner
954 Views

I did the above re-install and it seems to work, but it only works if I use the primary Comcast Router that is located downstairs.

This is promising since it shows that the network adapter does function. Thanks for the help.

There is another router upstairs in the next room that is directly connected via Ethernet to the primary router. There is also a wireless extender to the downstairs router located in an adjacent hallway and neither will connect.

I may move my router into the same room as the NUC if I can figure out why it won't connect.

The main Comcast router downstairs does not produce a great signal because half the house is over firm ground and the other half is over the downstairs rooms.

The family room with the NUC is located over the firm ground.

I am attaching another SSU report.

idata
Community Manager
954 Views

Hello Bleys52,

 

 

Thank you for your response.

 

 

We are currently looking into this, I apologize for the delay.

 

 

 

Regards,

 

David V
idata
Community Manager
954 Views

Hello Bleys52,

 

 

We are still investigation about this, I apologize for the delay, I will be getting back to you as soon as possible.

 

 

 

Regards,

 

David V
idata
Community Manager
954 Views

Hello Bleys52,

 

 

Thank you for patiently waiting.

 

 

There has been a new driver release which could address the situation you are experiencing. Please refer to the link below and attempt to install it:

 

 

https://downloadcenter.intel.com/download/28143/Intel-PROSet-Wireless-Software-and-Drivers-for-Windo... https://downloadcenter.intel.com/download/28143/Intel-PROSet-Wireless-Software-and-Drivers-for-Windo...

 

 

Let me know the outcome please.

 

 

 

Regards,

 

David V

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
idata
Community Manager
954 Views

Hello Bleys52,

 

 

I am following up with your case and see that we have not heard back from you.

 

 

Have you tried the latest driver provided in the link above?

 

 

If you need more assistance do not hesitate to reply.

 

 

 

Regards,

 

David V

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
MSpan1
Beginner
954 Views

I have the same model, experiencing the same issue, and have installed the driver you recommended. Honestly this thing is useless and I feel like I have been scammed by purchasing it.

Reply