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SHutc
Beginner
3,809 Views

AC 8265 constantly resetting

Hi Support,

I am having a problem with the AC 8265 wireless adapter in my Lenovo Yoga 720.

It is constantly resetting, reporting the following events:

5007 - TX/CMD timeout (TfdQueue hanged

The network interface "Intel(R) Dual Band Wireless-AC 8265" has begun resetting. There will be a momentary disruption in network connectivity while the hardware resets. Reason: The network driver requested that it be reset. This network interface has reset 48 time(s) since it was last initialized.

Intel(R) Dual Band Wireless-AC 8265 : The network adapter has returned an invalid value to the driver.

This has happened since I bought the machine. I have actually returned the first machine over this issue as it was unusable. Now the issue has surfaced in the second machine.

I have tried downloading the latest drivers (currently using 20.60.0.7), uninstalling and 'discovering' the adaptor, but my wireless connection is unusable.

Are you able to help?

Thanks

Simon

0 Kudos
15 Replies
idata
Community Manager
587 Views

Hello sihutch,

 

 

I understand that the network adapter mentioned keeps resetting on its own.

 

 

I would like to begin by requesting more information of your system. Please download our Intel ® System Support Utility tool and create a report, after created, please attach it to this thread so we can analyze more about the situation and know more about your system configuration.

 

 

You can get this tool in the link below:

 

 

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

 

 

 

Regards,

 

David V
SHutc
Beginner
587 Views

Hi David,

Stupid question, but I have performed a scan but only have option to attached video or image file - not txt files. How do I attached the scan results?

Thanks

idata
Community Manager
587 Views

Hello sihutch,

 

 

Thank you for your response.

 

 

In order to attach a document you should be able to do so by clicking on the "Attach" button at the lower left when you are going to reply, attached to this is a picture showing how it looks and where it can be found.

 

 

 

Regards,

 

David V
SHutc
Beginner
587 Views

Got it! Thanks David. Scan is now attached.

idata
Community Manager
587 Views

Hello sihutch,

Thank you for your response.

I would like to try to do a clean install of the driver. However, before doing so, please download the driver from the link below:

https://downloadcenter.intel.com/download/27849/Wireless-Intel-PROSet-Wireless-Software-and-Drivers-... https://downloadcenter.intel.com/download/27849/Wireless-Intel-PROSet-Wireless-Software-and-Drivers-...

Once downloaded, please disconnect from the internet and follow the steps below:

Uninstall the Intel® PROSet/Wireless Software.

  1. Open Programs and Features (Uninstall a program) from the Control Panel.
  2. Select Uninstall or Change and then Remove.
  3. When prompted, choose to discard settings.

Uninstall the driver from device manager.

  1. Go to Device Manager.
  2. Expand the Network Adapters category.
  3. 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.

Clear out your temporary files.

  1. Press the Windows* key and R key simultaneously to open the run box.
  2. Type in: cleanmgr.exe and press the Enter key or OK.
  3. Place a check mark next to Temporary Files. You can leave everything else checked or unchecked.
  4. Press OK and wait.

Once these steps have been completed, please run the installer that you downloaded at the beginning and let it install, reboot the system when done and test the adapter again to see if the issues persist.

I hope this helps.

 

Regards,

 

David V
SHutc
Beginner
587 Views

Hi David,

I have followed all the steps, but the problem has recurred immediately.

Cheers

Simon

idata
Community Manager
587 Views

Hello, sihutch.

 

 

There are newer drivers for your adapter. In the link below you will find the latest drivers for your system; please download them and, in order to complete the installation, follow the instruction provided by David V in the post above:

 

 

https://downloadcenter.intel.com/download/27989/Intel-PROSet-Wireless-Software-and-Drivers-for-Windo... https://downloadcenter.intel.com/download/27989/Intel-PROSet-Wireless-Software-and-Drivers-for-Windo...

 

 

Let us know how it goes.

 

 

 

Antony S.
SHutc
Beginner
587 Views

Hi Anthony,

I have downloaded the new drivers and performed the clean install again, but once again the problem reappears immediately.

Currently, the adaptor is resetting approx every 15 seconds, making this machine near useless.

I have attached another scan, performed after the latest driver install.

Thanks

Simon

idata
Community Manager
587 Views

Hello sihutch,

Thank you for your response.

What we can try in this case is to do a clean installation but using the version that is provided by the manufacturer of the computer that you are using. In this case, you will need to first download the version which you can find here:

https://pcsupport.lenovo.com/cr/en/products/laptops-and-netbooks/yoga-series/yoga-720-13ikb-type-80x... https://pcsupport.lenovo.com/cr/en/products/laptops-and-netbooks/yoga-series/yoga-720-13ikb-type-80x...

* Please be aware that the content on that site is not controlled by Intel*. This information is offered for your convenience and should not be viewed as an endorsement by Intel* for the merchants or services offered there. *

Then, follow the steps mentioned above to do a clean installation, except that, this time you will install this version instead of ours.

I am providing you with the manufacture's version because, we supply generic versions of graphics drivers for general purposes. Computer manufacturers can change the features, incorporate customization, or make other changes to the graphics driver software or software packaging. To avoid potential installation incompatibilities, we recommend that you first check with your computer manufacturer and use the driver software provided.

Let us check and see if it improves the connection.

 

Regards,

 

David V
SHutc
Beginner
587 Views

Hi David,

I have tried reinstalling the original drivers, but it has made no difference.

I have attached another scan.

Do you have any other ideas for this. Could there be compatibility issues with other software or devices, or is this more likely to be a hardware issue?

Thanks

Simon

idata
Community Manager
587 Views

Hello sihutch,

 

 

Thank you for your response.

 

 

Up to this point, what we can try is very little since we have checked the software side of the problem. What I can recommend you now is to try to re-install the operating system and see if the issue persists after a re-installation. There could be something corrupted that is not allowing the adapter to function appropriately.

 

 

If not, then what I can recommend you to do is to get in contact with the manufacturer of the system, in this case lenovo*. They should have a repair center where you should be able to take the system for a check up, this way they can see if the wireless adapter is loose or perhaps defective, if that was the case they would be able to replace it.

 

 

I hope this helps.

 

 

 

Regards,

 

David V
idata
Community Manager
587 Views

Hello sihutch,

 

 

I am following up with your case and see that we have not heard back from you.

 

 

Were you able to re-install the operating system or contact the manufacturer?

 

 

If you need more assistance do not hesitate to reply.

 

 

 

Regards,

 

David V
SHutc
Beginner
587 Views

Hi David,

Yes, apologies for the silence, I have been meaning to get back to you.

I actually followed some suggestions on another thread of the Intel forums and rather than performing a complete reinstall, I have disabled the 'WMM Advertise' setting on my wireless router.

This may have had effects on other services (media streaming), although I have yet to confirm this, but I can confirm that since changing this setting I have not experienced the wireless adaptor resetting.

I don't know if future updates to the drivers are likely to address this(?), but for the time being, it seems to be a reasonable workaround.

Cheers

Simon

idata
Community Manager
587 Views

Hello sihutch,

 

 

Thank you for your response.

 

 

I can see that the problem appears to be addressed now by disabling the WMM Advertise. I am glad to know it hasn't been resetting. You can always keep checking our download center for the latest drivers:

 

 

https://downloadcenter.intel.com/product/94150/Intel-Dual-Band-Wireless-AC-8265 https://downloadcenter.intel.com/product/94150/Intel-Dual-Band-Wireless-AC-8265

 

 

Remember that you can also get in contact with the manufacturer of your system in case the problem was hardware-related so they can address that issue with you.

 

 

 

Regards,

 

David V
MYach
Beginner
587 Views

Hi,

 

the issue is still present.

I have two Lenovo T580 laptops with AC 8265 adapter integrated and see the same behavior of the adapter.

Drivers are the most recent ones - 20.70.7.1

 

But here is what I noticed: rebooting happens (and I am completely unable to connect to any network) in case if in driver's properties the mode is set to 802.11a/b/g.

Setting it to 802.11a/g or to any of 2.4G or 5G band only makes rebooting less frequent (like once per 3 minutes) and I am able to connect to any network.

 

Best regards,

Maxim.

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