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EHuggz
Beginner
300 Views

AC 9560 Driver quit working and will not install or update

My AC 9560 Driver quit working on my Dell Inspirion 7786 2-in-1 Machine running Windows 10. I tried uninstalling the driver and re-installing it - but now every installation fails. This has been going on for months and no one has a solution. I ended up purchasing an external Netgear wireless USB modem to get back online. I suspect re-installing Windows 10 would solve the problem - but I am trying to avoid that. Must be a registry hack somewhere that will resolve the issue. Any ideas?

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10 Replies
Michael_L_Intel2
Moderator
120 Views

Hello EHuggz,

 

Thank you for posting in Intel Ethernet Communities. 

 

Base on your inquiry, we have specific forum for these issues and I will be transferring this thread for faster response. 

 

Best regards,

Michael L.

Intel Customer Support Technicians

A Contingent Worker at Intel

Wanner_G_Intel
Moderator
120 Views

Hello EHuggz,

 

Thank you for submitting your question on this Intel® Community.

 

Intel Customer Support does not provide assistance in modifying Windows* Registry due to company policy.

 

To better assist you, we would like to have more information about your system configuration.

 

  • What is the driver version you were running when this issue started happening? Have you installed newer driver version after that?
  • Did the computer come with the Intel Wireless Adapter preinstalled?
  • Are other devices experiencing this issue?
  • Please generate a system report with the Intel® System Support Utility (Intel® SSU) and attach it to this thread.

 

  1. Intel® SSU Download link
  2. Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".
  3. Click on the menu where it says "Summary" to change to "Detailed View".
  4. To save your scan, click on "Next", then "Save".

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

EHuggz
Beginner
120 Views

Answers to questions below: * What is the driver version you were running when this issue started happening? * The driver was and still is: 20.30.0.7 * Have you installed newer driver version after that? * All attempts to update the driver fail * Did the computer come with the Intel Wireless Adapter preinstalled? * Yes. The driver was removed when a Microsoft KB disabled the driver (KB4515384?) * Are other devices experiencing this issue? * Bluetooth is also not working. * Please generate a system report with the Intel® System Support Utility (Intel® SSU) and attach it to this thread. * See attached Eric Huggins Director, Infrastructure and Cloud Services 227A W. Grimes Lane Bloomington, IN 47403 Phone: 812-219-7160 Email: ehuggins@rightrez.com<mailto:ehuggins@rightrez.com> Website: http://www.rightrez.com<http://www.rightrez.com/> [RRZLogoEmail]
Wanner_G_Intel
Moderator
120 Views

Hello EHuggz,

 

Thank you for your response.

 

It seems that the report was not attached correctly. Please try attaching the report directly to the thread.

 

Also, could you please confirm if the Intel® Wireless-AC 9560 Adapter came with the computer or if you installed it (i.e. hardware upgrade)

 

Note: We recommend that you edit your post and delete your personal information due to security.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

EHuggz
Beginner
120 Views

See attached.

Wanner_G_Intel
Moderator
120 Views

Hello EHuggz,

 

Based on the report attached, you are running Microsoft Windows* 10 Pro 10.0.19041 Build 19041, which is a Windows* preview version. When running a preview build, systems are prone to instability, which may cause Windows* to stop responding while running applications or performing a specific task. It may also have bugs and errors since these versions are not stable. In this scenario, our recommendation is that you revert back to a stable version of Windows (e.g. Version 1909 Build 18363, November 2019 Update) and try installing the latest Original Equipment Manufacturer (OEM) driver available for your system.

 

Steps you may try:

 

1. Use a stable version of Windows* 10: Windows 10 version history

 

Note: 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.

 

2. Perform a Clean Installation of the Wireless Driver

 

3. OEM driver version 21.50.1.1

 

Now, the purpose of Windows* Insider Preview builds is to allow people to test new features and software that may be introduced in future releases. Microsoft* expects to receive valuable feedback in order to make improvements. If you would like to continue using this version of Windows* 10, then what we can recommend is that you submit your feedback to Microsoft*.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

EHuggz
Beginner
120 Views

That is an understandable request except the issues began before the preview build was installed. Get Outlook for Android<https://aka.ms/ghei36>
Wanner_G_Intel
Moderator
120 Views

Hello EHuggz,

 

In order to troubleshoot this issue, and to gather more information about the root cause of the problem, our recommendation is that you use a stable version of Windows* 10. In this way, we can try to determine if this is a hardware or software issue.

 

Now, we also understand that preview versions of Windows* 10 provide benefits and allow users to test new features. If you are interested in using the latest preview versions of Windows* 10 to explore what this OS may offer you in the near future, then we suggest that you submit your feedback to Microsoft since troubleshooting these types of issues in an unstable environment may be difficult.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

Wanner_G_Intel
Moderator
120 Views

Hello EHuggz,

 

Were you able to review the recommendations provided?

If you need further assistance, please let us know. We will be glad to assist you.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

Wanner_G_Intel
Moderator
120 Views

Hello EHuggz,

 

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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