AC 8260 and 7265 BSOD problem on Windows 7

[TRent]

Hello Intel, and Community,

I'm Tibor Rente from Lufthansa Systems Hungária (LSYH) IT department.

Recently we installed some new access points in our office building (Cisco AIR-CAP2702I-H-K9). Since these new devices in operation, we have a constant BSOD problem with two types of Dell notebooks.

Dell Latitude E5470

Dell Latitude E5450

E5470 has a Intel(R) Dual Band Wireless-AC 8260 and E5450 has a Intel(R) Dual Band Wireless-AC 7265 wireless adapter. The problem occurred with the standard deployment driver (17.13.2.2) and also with the newest 19.10.5.3 driver.

Mostly we use Windows 7 PRO 64bit OS. (e.g: On Windows 10 Enterprise the problem is not present)

Also we've noticed that if the HT mode is disabled manually the BSOD does not appear again. Of course this is not a real solution because disabling HT Mode cause that Wireless NIC working on 802.11 G only.

Any suggestion or help is welcome!

Thank you very much in advance!

[idata]

Hello Tibor,

We understand that your Dell PC's with the ac8260 and ac7265 in Windows* 7 are having BSOD's since you started using Cisco AIR-CAP2702I-H-K9 access points in your office. Here are some items for your consideration based on the initial description of the issue:- Try doing a clean installation of the wireless driver. 1. Download the Wireless driver from Dell Support as first option, if the issue persists you can try the generic version of https://downloadcenter.intel.com/download/26784/Wireless-Intel-PROSet-Wireless-Software-and-Drivers-for-Windows-7-?product=86068 Intel® PROSet/Wireless Software and Drivers for Windows® 7 [19.60.0] 2. Go to Control Panel, Programs and Features and Uninstall "Intel® PROSet/Wireless Software", if it is installed. When prompted, choose the option to "Discard settings". 3. In Control Panel, Device Manager, Network Adapters, right click on the Intel® Wireless Adapter (8260 or 7265) and Uninstall it. Make sure you mark the option to "Delete the driver software for this device". 4. Reboot the PC or scan for hardware changes, check device manager and if an older wireless driver is detected and installed, repeat the actions to uninstall and delete it as well. Repeat this process until the OS does not allow deleting the driver, or until the controller shows as Unknown Device. 5. Remove temporary files: Press the Windows Key + R to open the run box. Type Cleanmgr.exe. Press OK. Select the main drive, usually C:\. Check Temporary Files and uncheck everything else. Press OK. 6. Install the Intel Wireless driver. During the first steps of PROSet/Wireless installation, make sure to customize the installation and install all driver components.- Make sure the BIOS of your PC is up to date, you can check with the https://www.intel.com/content/www/us/en/support/topics/OEMs.html Computer Manufacturer Support about this.- Verify that your OS has any applicable updates.- Apply the configuration from the advisory: https://www.intel.com/content/www/us/en/support/network-and-i-o/wireless-networking/000005544.html Recommended Settings for 802.11n Connectivity- Check with the access point manufacturer for Firmware updates.Since this is on an enterprise environment, you may prefer to https://www.intel.com/content/www/us/en/support/contact-support.html Contact Intel Support and engage a support representative in your region. This would provide you with a more private and faster way of contacting us.Regards,Jonathan B.

[TRent]

Hello Jonathan,

Thank you for the quick reply.

I've performed a clean driver installation as you described above. Sadly the problem is still persist.

No problem with 802.11g at all, but with HT or VHT mode system has crashed many times.

Unfortunately BSOD log is not so helpful, it always refers to ntoskrnl.exe. (attached two of them)

Usually BSOD happens after opening a simple browser session (IE, Chrome).

Thank you very much!

(I've also signed up to https://www.intel.com/content/www/us/en/support/contact-support.html Contact Intel Support. My registration is in progress right now.)

[idata]

Hello Tibor,

Please keep in mind that you can engage http://www.dell.com/support/home/us/en/19?c=us&l=en&s=dhs Dell* support for assistance on this, and to obtain their latest drivers.The driver or software for your Intel® component might have been changed or replaced by the computer manufacturer. We recommend you work with your computer manufacturer before installing our driver so you don't lose features or customizations.Note: 3rd party links are being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.If the OEM drivers do not work, you can try the generic version of Intel® PROSet/Wireless Software, but using the "Driver only" method, without PROset software installed. https://downloadcenter.intel.com/download/26785/Intel-PROSet-Wireless-Software-and-Drivers-for-IT-AdminsFile: Wireless_19.60.0_Driver64_Win7.zipPlease download and extract the driver files linked above. The process to install it is similar to the previous process. First remove the existing PROset software from Windows* programs, then uninstall and delete existing drivers in device manager.Afer that, select the option to Update the Driver software manually and browse to the location where you extracted the driver files. Follow the prompts until the installation is complete.If the issue persists at this point, please make sure you apply the actions mentioned previously: BIOS Update, Windows* update, recommended settings, and latest firmware in the access point.Regards,Jonathan B.

[idata]

Hello Tibor,

Please let us know if there has been any progress on this issue, or in case you require additional assistance.

Regards,

Jonathan B.

[TRent]

Hello Jonathan,

I'm still waiting for AP firmware update.

Update of the network devices is not our competency, and it takes some time to be done.

I'll contact with you if I have the new software and some test results.

Thank you!

[idata]

Hello Tibor,

Thanks for the update, we hope these actions help to resolve the issue. Feel free to contact us if you have any further questions.Regards,Jonathan B.

[idata]

Hello Tibor,

Let us know if there has been any progress, or in case you require additional assistance.Regards,Jonathan B.