Solved: AC-7265 failure after applying Windows 10 ver 1511 update - Page 2

RHoro · ‎12-20-2015

On 2 separate HP Spectre 360 4205dx laptops the WI-FI card ceases to function after the ver 1511 update to Windows 10 gets applied. The version of the driver that

is being used is 18.12.03. Would using the latest driver fix this issue ? Is this a known issue ?

CKawa · ‎01-18-2016

Hi all,

Thanks for the the instructions and hints. I had the same problem with three brand new HP Spectre Laptops with the Intel Dual Band Wireless-AC 7265 that I just purchased over the holidays, between Dec 24 to this weekend. I thought this was a hardware error and returned two units - what a giant waste of time! I had to do 2 extra trips to the store, and re-install my software (Office, Project, Visio etc) each time. Also included a call to MSFT, because my software license activations were used up. This time, I dug in BEFORE doing any windows updates set a restore point, made a recovery disk. Still had the same problem - updates to Window 10 Home v1511 Build 10586 caused the WLAN driver to fail! Or, it was the Windows Update KB3124266 - I did the both at the same time.

The HP does not have a LAN connection, so I was kind of worried. Based on the instructions above, I downloaded the current driver set onto another computer, and transferred it via a USB drive. Then, rebooted the HP and double clicked the EXE drivers on the USB drive. This appears to have fixed the problem. I'll update this if I have other news.

I shudder to think how average consumers would deal with this, I'm a highly experienced computer person, and this was a big challenge for me. After the first two computers failed, I googled a lot but did not run into this forum, I did not search for the right keywords I guess. Of course the sales people at Best Buy were no help. "we have not heard anything about this...you must have had a fluke hardware problem."

I used driver version 18.30.0 available from this link below. It was not obvious to find, the prior posting pointed to older driver versions.

https://downloadcenter.intel.com/download/25603/Intel-PROSet-Wireless-Software-for-Windows-10 Download Intel® PROSet/Wireless Software for Windows® 10

Seems like Intel/Microsoft & OEMS should work a bit more closely so that Intel provides the drivers bundled when Microsoft does an update. Or, Intel should provide an "Intel Updates" system, like Windows Update, and the drivers should push out before the Microsoft updates. In my case, the forced Microsoft Update broke the system, just a few days out of the box. How are we as users supposed to know to update drivers? And when? And I found it was not even easy to find the right versions of the drivers at that...

Hope this helps everyone out there!

View solution in original post

Spartannl · ‎03-02-2016

Hi aleki_intel,

I just noticed that this Question has been answered....

That may be the case for Charlie-Kawasaki -lucky for him also, besides Ranjo105- but for yegorka and myself this sadly is not the case (yet).

Impact for me is that I can't print to my HP Envy 5530 WiFi printer, can't connect my WiFi Leica D-Lux typ 109 camera and not a single Bluetooth appliance (Samsung Galaxy smartphone e.g.) can connect either!

You can see that both yegorka and myself have about the same configs, but still I (we) can't get this to work in any way, most certainly not without external, i.e. Intel's advice.

Please help us out! If you need any more details from my Cirrus7, Intel NUC system, other than already posted in this reply and/or thread, let me know:

At this stage:

Intel NUC5i7RYB, with Intel Dual Band Wireless - AC-7265 and running on Windows 10 Pro:

Driver details:

ASouz7 · ‎03-04-2016

spartannl,

Please help me understand your issue better. You can connect to your wireless network and browse through the Internet normally but when you try to send any file to your HP* Envy 5530 e-all-in-one Printer, it does not send the file to the printer, is this correct? If so, what is the error message you get?

Regarding your LEICA* D-LUX TYP 109 camera, what type of connection are we seeing here? Is it connecting your camera to your network or your laptop?

What type of connection are you trying to establish ? Has it connected before? If so, how was it connected?

About Bluetooth* connection, what other Bluetooth devices beside your Samsung* smartphone are you trying to connect and what is it you trying to do when connecting ? transfer/receive files, listen to music, use microphone...etc? Please let us know all the details possible.

We have recently released the latest driver version 18.33.0 for this adapter containing a lot of fixes. You can find it here: https://downloadcenter.intel.com/product/83635/Intel-Dual-Band-Wireless-AC-7265 Drivers & Software please make sure you downloading the version according to your OS version and architecture 32 or 64 Bit.

Spartannl · ‎03-05-2016

Hi aleki_intel,

First of all, thanks for looking into this issue!

Although it worked from the very beginning I purchased my Cirrus7, I believe indeed it must have been around the time that I upgraded to Windows 10 pro, build 1511, that my WLAN AC-7265 adapter stopped working. Although Windows device manager said it is working fine, it can't see my WLAN, whilst other devices at the same position in the house not only are able to find my WLAN, but can connect to it also. As you can read above, I did everything that was offered, to no avail unfortunately and indeed, I was at a point in time in doubt whether the card would still be OK (hardware defect).

But....I just uninstalled the WLAN adapter, reinstalled and updated the driver to:

Resulting in:

1) Printing: HP printer prints again! It must be using my WLAN named 'Alireso67' for that and confirms that on its own display. That seems solved, whilst yesterday I wasn't able to print exactly the same document from the same local drive/folder. In the Windows notification area it said '2 Documents waiting', one on hold with notification 'spooling' and one with notification 'printing'. Both could only be terminated/removed by cancelling the job altogether;

2) Bluetooth: partly solved. It sees devices again and I successfully scanned and paired with my old Galaxy S2:

Also my Panasonic and a 'Vodafone.uk' phone were found by my PC, the TV being indeed my Panasonic TX-55CX800E, phone probably my Samsung Galaxy S2, which indeed has a Vodafone corporate SIM card in it. However, transferring a picture / jpg. file (650Kb) from Galaxy 2 to PC via Bluetooth isn't working though. Galaxy says 'Connection Failed' (although paired).

And within Windows 10 Bluetooth settings, this was also 'Waiting for a connection'. not receiving anything:

The fact that this isn't working isn't that important, being again able to print is far more important to me.

3) WLAN: only shortly I saw my -and ONLY my own- WLAN network again (it has been quite a while...), but unfortunately couldn't connect to it (evidently after providing my password and switching 'Connect Automatically' on/off))...:

After I tried some times (unsuccessfully), my WLAN wasn't even shown anymore, neither in the notification area under the Network icon ("No Wi-Fi networks found"), nor within Control Panel under Network Connections. Note also that although I'm paired and connected with my Galaxy S2 smartphone, the Bluetooth adapter icon says: "Not Connected"...

If you'd like more details let me know!

ILevi2 · ‎03-06-2016

Hi aleki_intel,

I just wanted to add quick description of my issue.

Wifi worked porperly on my NUC5i7RYH, until this win10 build was installed 10586.104.

Right afterwards AC7265 device stopped working and disappeared from device manager. Only after upgrading bios it appeared again but it doesn't recognise no wifi networks and has constant "Not Connected" status.

I tried several driver versions including the last 18.33.0.1 with no luck.

(Bluetooth doesn't recognise any device as well)

Please let me know if you need any other details,

Thanks

ASouz7 · ‎03-07-2016

and

Did you try to clean uninstall the drivers completely and let Windows* install them back?

ILevi2 · ‎03-09-2016

I tried that several times.

when I uninstall the driver completely, AC7265 device disappears from device manager, windows doesn't recognise it (before and after restart).

Only if I manually install the driver afterwards and apply restart the device becomes visible again and can be updated.

Spartannl · ‎03-10-2016

Hi Aleki, I've tried that on numerous occasions as well...no result however.

I've just installed: "Cumulative Update for Windows 10 Version 1511 for x64-based Systems (KB3140768)".

Now on build:

Uninstalled the adapter completely, rebooted, adapter was reinstalled, with following outdated driver:

Did the automated (searching on the internet) driver update to the following driver:

To no avail...

ASouz7 · ‎03-18-2016

spartannl,

We have recently come out with the latest driver version for this adapter which contains a lot of fixes. Could please try it and the let us know the results. For your convenience, here is the link to it: https://downloadcenter.intel.com/download/25833/Intel-PROSet-Wireless-Software-for-Windows-10 Download Intel® PROSet/Wireless Software for Windows® 10 File Name: Wireless_18.40.0_PROSet64_Win10.exe

Spartannl · ‎03-19-2016

Thanks Aleki, unfortunately this did not provide a solution:

Downloaded, installed, restarted, checked installation, ran diagnostic. See screenshots:

However....

ILevi2 · ‎03-19-2016

Almost same thing at my side.

The only difference is the diagnostic result

ASouz7 · ‎03-24-2016

yegorka,

In this particular case that after you have tried our latest version and the issue still persists, we recommend that you contact your nearest Intel Contact Center bly clicking in this link: http://www.intel.com/content/www/us/en/support/contact-support.html Contact Support and engage one of our technician for live support.

ASouz7 · ‎03-24-2016

spartannl,

In this particular case that the latest version did not work, we recommend that you call your nearest Intel Contact Center for other options of support. Our technicians are ready to provide live support either by chat or phone call. Please access this link: http://www.intel.com/content/www/us/en/support/contact-support.html Contact Support

Spartannl · ‎03-28-2016

Hi Aleki,

Please motivate your advise to Yegorka and myself a bit more substantially as I get the notion that Intel has no solution for this issue, nor seems to have found any (root) cause, nor seems to want to provide anymore support on this matter (?)

Both Yegorka and myself have taken ample amount of time and effort in providing Intel/you with valid information and feedback. How do you believe that Intel 'Support' -of which I must assume you've contacted yourself also on this issue- will be able to support us better than you did up til now?

Please take this issue away from Yegorka and myself, take it up with(in) your (second/third line support) organization, your specialists/engineers. I'd expect that this forum is actually also there to show Intel's worldwide customer audience that Intel does take their customer oriented responsibility seriously, to come back on this forum with working, satisfactory solutions, specifically also for this issue. Thanks once again and if any more information is required, I'd be happy to read it here in this topic.

P.S.: my current Windows version:

ASouz7 · ‎03-28-2016

spartannl, yegorka

We do care about your issue and that is the reason as to why we want to use other options of support if it os ok with you, so we can connect remotely to your computer in order to take a closer look into this matter. Please check your private messages.

Spartannl · ‎03-30-2016

My apologies, Aleki, I overlooked the PM in my mail box.

I wanted to respond to that, but got an undeliverable message...

mailto:webadmin@intel.com webadmin@intel.com

SMTP error from remote mail server after RCPT TO:<<a href="mailto:webadmin@intel.com">webadmin@intel.com>:

host mga02.intel.com [134.134.136.20]: 550 # 5.1.0 Address rejected.

Inform me on how to supply you with the details necessary for further analysis.

Spartannl · ‎04-03-2016

Hi Aleki,

In addition to my former post, I can provide my contact details in PM, here are my system specs.

Let me know whatever else may be required:

ASouz7 · ‎04-05-2016

spartannl,

We are sending you another provite message. Please check it again at your earliest convenience.

Spartannl · ‎04-07-2016

OK Aleki, just replied but sorry (undelivered notification partly in Dutch):

======================================================================

Onderwerp: RE: aleki_intel has sent you a message - Informatio...

This is a multipart message in MIME format. ------=_NextPart_000_0001_01D190F3.4543A9D0 Content-Type: multipart/alternative; boundary="----=_NextPart_001_0002_01D190F3.4543A9D0" ------=_NextPart_001_0002_01D190F3.4543A9D0 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: quot

======================================================================

Op de volgende adressen kon het bericht niet worden afgeleverd:

mailto:webadmin@intel.com webadmin@intel.com

SMTP error from remote mail server after RCPT TO:<<a href="mailto:webadmin@intel.com">webadmin@intel.com>:

host mga14.intel.com [192.55.52.115]: 550 # 5.1.0 Address rejected.

What's not going OK here....

Spartannl · ‎04-19-2016

Any news at your side Yegorka?

Had another update to...

...but no luck...(yet)

ILevi2 · ‎04-20-2016

Hi,

Well, Intel Support insisted on "reinstalling Windows10... contact my OS vendor" etc., without even checking any system report of my NUC. After I refused, It took me 2 weeks convincing them to consider the idea that the problem is actually with wifi component. So after few tests and clean driver installations, they reached the conclusion that the wifi is faulty and need to be replaced.

But then again, Intel doesn't like simple solutions, so instead of just replacing the NUC in one of their labs in my country (and we do have plenty of them) I was asked to send the NUC to Netherlands via DHL... Now I'm stuck w/o my home pc at their mercy.

Spartannl · ‎04-20-2016

Well, I'm living in NL but bought my Cirrus7 Nimbini in Germany...

Hope they fix it/replace the card for you (for free) but hope as well that this is not what Intel has in store for me...

Anyway, only just now I found where to respond to Aleki's PM, I just answered/provided the required details...

Will keep you (all) posted here on developments on my side.

And please post on the result of the repair!