intel Wireless-AC5960 160MHz. Ping jumps to 3000 ms at a frequency of 2.4 and the connection at 5 GHz disappears.

[VGoli2]

Good afternoon. I have a problem on a laptop with a wifi adapter intel Wireless-AC5960 160MHz. With a load on the processor and video card when operating at 2.4 GHz, ping from 30 to 2000-3000 ms jumps so that playing online games is not possible, when connected at a frequency of 5 GHz, the connection to the Wi-Fi router is disconnected. There are no problems with the provider. There are no problems with the router either, as there is a second laptop and everything is fine on it. A clean reinstall of drivers and all that doesn’t help.

[AlHill]

You mean ac9560, correct?

Did this adapter come with your laptop, or did you add it?

Doc

[VGoli2]

Да, вы правы, это именно то, что я имел в виду. Мой ноутбук оснащен этим адаптером AC-9560. Проблема с этим адаптером.

[Wanner_G_Intel]

Hello VGoli2,

Thank you for submitting your question on this Intel® Community.

To better assist you, please provide us with the following information:

• Please generate a system report with the Intel® System Support Utility (Intel® SSU) and attach it to this thread.

1. Intel® SSU Download link
2. Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".
3. Click on the menu where it says "Summary" to change to "Detailed View".
4. To save your scan, click on "Next", then "Save".

• If we understood correctly, the Intel® Wireless-AC 9560 came preinstalled in the computer, right?
• When did you start experiencing this problem?

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[VGoli2]

This adapter is located in the MSI 63 Thin 9RCX laptop. Problems began immediately during operation. As you requested, I attached the analysis data.       С уважением, Инженер по Буровым растворам ООО "РИОХИМ" Вячеслав Голиков +79063118399  

[Wanner_G_Intel]

Hello VGoli2,

The system report was not attached to the thread.

Please attach the report using the "attach file" option available on the thread when writing an answer.

Note: Our support is only provided in English. We may not be able to translate screenshots attached to the thread. To better assist you, we use a translation tool embedded on this Intel® Community.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[VGoli2]

      С уважением, Инженер по Буровым растворам ООО "РИОХИМ" Вячеслав Голиков +79063118399  

[VGoli2]

posted a file.

[Wanner_G_Intel]

Hello VGoli2,

Thank you for your response.

Based on the report attached, you are running the wireless driver version 21.50.1.1.

To continue troubleshooting this issue, we would like to you to perform the following steps:

• Follow these steps to perform a Clean Installation of Wireless Drivers. Uninstall both the Wi-Fi and Bluetooth drivers.

Step 1: Get the latest system-specific driver from your computer manufacturer support.

Step 2: Uninstall your Wi-Fi driver.

Windows* may have an inbox Wi-Fi driver for your wireless adapter. 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.

1. Go to Device Manager.
2. Expand the Network Adapters category.
3. Right-click your Intel Wireless Adapter and choose to uninstall it.
4. Make sure to select the option to Delete the driver software for this device.
5. Restart your computer.

Step 3: Driver installation.

Locate the driver you downloaded back in Step 1. Run as administrator, and follow the wizard to completion.

• Install both the Intel® Wi-Fi and Bluetooth drivers.

1. Intel® Wireless Bluetooth® for Windows® 10 Version: 21.60.0
2. Windows® 10 Wi-Fi Drivers for Intel® Wireless Adapters Version: 21.60.2

• After that, please try using the Recommended Settings for 802.11ac Connectivity.

• If the problem persists, please perform a clean install of the latest Original Equipment Manufacturer (OEM) Wi-Fi and Bluetooth drivers.

SUPPORT FOR GF63 THIN 9RCX -- drivers

Links to third party sites and references to third party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third party endorsement of Intel® or any of its products is implied.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[Wanner_G_Intel]

Hello VGoli2,

Were you able to review the recommendations provided?

If you need further assistance, please let us know. We will be glad to assist you.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[Wanner_G_Intel]

Hello VGoli2,

If you are still experiencing this issue, try the following:

• Install the latest firmware update on your router if applicable.
• Try disabling 802.11r feature (Fast transition) in your router.
• If using 20, 40, 80 MHz, try using 160 MHz and test the performance of the system.

If the problem persists, please provide us with the model of your router/AP.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[Wanner_G_Intel]

Hello VGoli2,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question. We will be glad to assist you.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel