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bayumurti94
Beginner
376 Views

28 disconnects in 25 minutes?

2020-01-31.png

0 Kudos
7 Replies
AlHill
Super User
157 Views

And, that is all the information you can provide?

What version of windows 10? 1909?

What is the model number of your processor?

What is the model number of your laptop or system/motherboard?

What is the model number of your wireless adapter?

 

Doc

 

bayumurti94
Beginner
157 Views

Ooops, you're right, of course there are more to provide

Windows 10 latest build, i7-8750H, with Intel Woreless AC-9560 on MS-16P7 MSI Motherboard

It's MSI GL63-8SE, all drivers are up to date

AndrewG_Intel
Moderator
157 Views

Hello bayumurti94

 

Thank you for posting on the Intel® communities.

 

We are checking this thread and we would like to know if you still need further assistance. If yes, please provide the following information:

 

1- Is the Intel® Wireless-AC 9560 the original wireless adapter that came pre-installed on your system or did you install (upgrade) this wireless device?

 

2- Is this a new system? Did it work fine before?

 

3- For how long have the system experienced this issue? Did it happen only once (in the interval you mentioned or does it happen often?

 

4- Was any hardware, software or Windows® update that may relate to the moment the issue started to occur? If yes, please provide details.

 

5- Please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread.

 

5.1- Download the Intel® SSU and save the application on your computer.

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

 

5.2- Open the application and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".

 

5.3- To save your scan, click Next and click Save.

 

5.4- To attach a file, you must click the “Attach” option on the bottom left-hand corner of the response box.

 

Regards,

 

Andrew G.

Intel Customer Support Technician

A Contingent Worker at Intel

bayumurti94
Beginner
157 Views

  1. Yes, the Intel® Wireless-AC 9560 came with the laptop
  2. It worked fine before, not sure when this problem started
  3. It's not even often, it happens every time
  4. Not sure
  5. <attached>
AndrewG_Intel
Moderator
157 Views

Hello bayumurti94

 

We would like to recommend the following steps to see if the issue is solved:

 

1- Clean installation of the Wireless driver using the MSI* driver 20.100.0.4.

 

1.1- Get the latest system-specific driver from your computer manufacturer website* and save it to the Windows® desktop.

https://www.msi.com/Laptop/support/GL63-8SE#down-driver&Win10%2064

 

1.2- Disconnect from the Internet so new drivers are not automatically installed by Windows® update.

 

1.3- Uninstall the Intel® PROSet/Wireless Software. You may skip this step if you don't see Intel® PROSet/Wireless Software under Programs and Features.

  • Open Windows® Apps and Features (Uninstall a program) from Windows Settings.
  • Select Uninstall or Change and then Remove.
  • When prompted, choose to discard settings.

 

1.4- Uninstall your wireless driver. Windows* with an inbox driver may natively support some wireless adapters. 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 still see the driver installed in Device Manager:

  • Go to Device Manager.
  • Expand the Network Adapters category.
  • 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.

 

1.5- Restart the system.

 

1.6- Install the driver you downloaded before in step 1.1.

Note: If the issue persists, you may try the steps one more time using the Intel® generic driver, package version 21.60.2 (driver version 21.60.2.1).

https://downloadcenter.intel.com/download/29258/Windows-10-Wi-Fi-Drivers-for-Intel-Wireless-Adapters...

 

2- Based on the network band you are using, check the specific recommended settings for 802.n and 802.11ac:

Recommended Settings for 802.11ac Connectivity

https://www.intel.com/content/www/us/en/support/articles/000024678/network-and-i-o/wireless-networki...

 

Recommended Settings for 802.11n Connectivity

https://www.intel.com/content/www/us/en/support/articles/000005544/network-and-i-o/wireless-networki...

 

3- It seems that there is a newer BIOS version available E16P7IMS.112 for your laptop, however, you may check with MSI* if indeed it is a newer BIOS version available that may help to improve performance, and as well checking with them regarding BIOS update process.

https://www.msi.com/Laptop/support/GL63-8SE#down-bios

 

Please feel free to share the outcome of the steps.

 

Regards,

 

Andrew G.

Intel Customer Support Technician

A Contingent Worker at Intel

 

*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.

AndrewG_Intel
Moderator
157 Views

Hello bayumurti94

 

We would like to know if you were able to check the previous post and if you performed the steps recommended. If you still need assistance, please let us know.

 

Regards,

 

Andrew G.

Intel Customer Support Technician

A Contingent Worker at Intel

Wanner_G_Intel
Moderator
157 Views

Hello bayumurti94,

 

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

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

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