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LGrin
Beginner
1,499 Views

AC 7260 with18.33.11.2 drivers drop connection issue

I'm having drop and reconnect issue with 18.33.11.2 drivers. If I go back to 17.x version everything starts working. I have 2 routers R7000(main router and Asus 68U bridge). Netgear firmware right now has lots of issues so I made Asus 68U the main router to see if it would get better and it does, but there are still disconnects and reconnects issues with 18.33.11.2 drivers.

Does anybody see similar issues?

0 Kudos
10 Replies
idata
Community Manager
143 Views

Hello LeoG71,

 

 

We understand you're having connectivity issues with your system using the Intel® Dual Band Wireless-AC 7260 when using the latest set of drivers available, but not when returning to the inbox version.

 

 

In order to better assist you we would like to get the following information:

 

 

1. What is the brand and model of your computer?

 

2. Which operating system are you using? If Windows® 10, what is your version or build number?

 

3. How often are you seeing disconnections?

 

4. Are you downloading the latest drivers from our website, or using the system specific version provided by your computer manufacturer (OEM)?

 

 

We look forward to hearing back from you.

 

 

Best regards,

 

Carlos A.
LGrin
Beginner
143 Views

I have Dell E5530 running Microsoft Windows [Version 10.0.16299.248]. I see disconnects every couple hours. I have been using both MS, Dell's and Intel's drivers. I even re-installed windows on the blank SSD to roll out windows issues. It all started couple months ago and go worth lately. I have had this laptop for more than 5 years with this wifi card without any issues.

I attached netsh "wlan show wlanreport" report as well.

idata
Community Manager
143 Views

Hello LeoG71,

 

 

Thank you for this information.

 

 

We can see that your connection rate is fairly low for a wireless-AC network using the 5 GHz band. You're currently clocking in at 234 Mbps, when you should be somewhere closer to your adapters maximum speed of 867 Mbps.

 

 

- Was this report generated while using the 18.33.11.2 driver?

 

- Do you also experience disconnects if connected to the 2.4 GHz frequency?

 

- Could you please try our http://https://downloadcenter.intel.com/download/27203 Intel® PROSet/Wireless Software version 20.0.2, which included driver version 18.33.9.3 for your adapter, and let us know if the issue still occurs?

 

 

Best regards,

 

Carlos A.
LGrin
Beginner
143 Views

Yes, it was 18.33.11.2 drivers. 2.4 is overcrowded and I don't really use it. I will try your new drivers, but it seems 18.33.11.2 driver would be newer. Will the installer overwrite newer driver? Also, that report shows lots of drop-offs.

Thanks

idata
Community Manager
143 Views

Hello LeoG71,

 

 

The report shows all your disconnections, and the events related. But it only displays the connection rate available at time of creation.

 

 

You will need to remove your current drivers manually before installing the older version. We're trying to identify if the issue is specific to the latest version only for your system.

 

 

You may follow our clean installation steps for this:

 

 

1. Download the driver package you wish to install first.

 

2. Under Apps & Features in Windows* Settings, uninstall any instance of the "Intel® PROSet/Wireless Software." When prompted, choose to "discard settings."

 

3. Go to the Device Manager > Network Adapters > Right click on your Intel(R) Dual Band Wireless-AC 7260 and uninstall it. Make sure to mark the option to "Delete the driver software for this device."

 

4. Clear out your temporary files: Press the Windows* Key + R to open the run box. Type Cleanmgr.exe and press OK. Here you will need to make sure Temporary Files are checked, you may uncheck everything else, then press OK.

 

5. Reboot your computer.

 

6. Install the driver package downloaded previously.

 

 

Best regards,

 

Carlos A.
idata
Community Manager
143 Views

Hello LeoG71,

 

 

We haven't heard back from you in a while. Did the 18.33.9.3 driver work for you?

 

 

Best regards,

 

Carlos A.
LGrin
Beginner
143 Views

I think the card is broken. The 5Ghz band portion does not work. I pull it out and tried it in a different laptop. 2.4Ghz works fine but 5Ghz band is unstable. I also put another 7260 from a diffrent laptop and it works in original laptop.

n_scott_pearson
Super User Retired Employee
143 Views

If you can return it through the place where you purchased it, then do so. Otherwise, contact Intel Customer Support (ICS) directly to arrange warranty replacement.

Here is ICS contact information, by geography:

http://www.intel.com/content/www/us/en/support/contact-support.html# @11 Intel Customer Support Contact Information for US and Canada

http://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html Intel Customer Support Contact Information for Europe, Middle East and Africa

http://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html Intel Customer Support Contact Information for Asia-Pacific

http://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html Intel Customer Support Contact Information for Latin America

You can also use the http://intelsupportchat.force.com/icslivechat/ics_tech_desktop_ww_english_Chat Intel Customer Support Chat Service, but it is offered in English only and is subject to office hours (9-5 M-F) in Pacific time zone.

Hope this helps,

...S

LGrin
Beginner
143 Views

I have had this card for more than 5 years. I don't think it is still under the warranty.

idata
Community Manager
143 Views

N.Scott.Pearson,

We only provide direct warranty support for retail wireless adapters (the ones that come in a nice blue box with manuals and all the bells) such as the https://www.intel.com/content/www/us/en/wireless-products/dual-band-wireless-ac-7260-bluetooth-deskt... Intel® Dual Band Wireless-AC 7260 for Desktop or the https://www.intel.com/content/www/us/en/wireless-products/dual-band-wireless-ac-8265-desktop-kit-bri... Intel® Dual Band Wireless-AC 8265 Desktop Kit. All others are handled by the respective computer manufacturer, as they're OEM products.

LeoG71,

Even if no longer under warranty, if you believe you may have a defective adapter in your hands, our best recommendation will be to contact your computer manufacturer to purchase a replacement.

Purchasing the replacement from your computer manufacturer directly is the safest way to avoid purchasing a similar adapter that may not work properly, as it could be a spare part customized for a different branded computer.

Best regards,

 

Carlos A.
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