AC-9560 would not connect to hotspot on moto g 5G 2023 phone

[SDDolphin]

I have latest driver and can connect to other devices and routers, but not my phone moto g 5G 2023, other intel wireless devices connect to phone hotspot no problem, but sometime in the past year hotspot connection between ac-9560 and moto g 5G 2023 stopped working.

[DhannielM_Intel]

Hello SDDolphin,

Thank you for posting in the community. I have a few questions that I would like to clarify and inquire about regarding this concern. Please answer the following questions below:

1. Can you confirm if you are trying to connect your laptop to your mobile phone hotspot?
2. When did it start to happen?
3. Do you remember if this issue happened after a new OS update or Wireless driver update?
4. Did you perform installation of wireless driver?
5. Can you share to me where did you download the driver you have installed to your system?
6. Have tried a roll back to a previous driver version for testing?
7. Is this the original adapter that came pre-installed in your system, or have you changed/installed a new adapter recently?

Your detailed responses will help us resolve the issue more efficiently. Thank you for your cooperation, and I look forward to your reply.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[SDDolphin]

Here are some answers:

1. Can you confirm if you are trying to connect your laptop to your mobile phone hotspot? YES
2. When did it start to happen? ALWAYS, I was never able to pair this Dell laptop with my Moto hotspot, others can do no problem.
3. Do you remember if this issue happened after a new OS update or Wireless driver update? I happened first time I tried.
4. Did you perform installation of wireless driver? Does not not matter.
5. Can you share to me where did you download the driver you have installed to your system? Drivers  installed by OS updates and Dell updates
6. Have tried a roll back to a previous driver version for testing? Not needed, as it never worked
7. Is this the original adapter that came pre-installed in your system, or have you changed/installed a new adapter recently? Yes.

[DhannielM_Intel]

Hello SDDolphin,

Thank you for sharing this information with me. I just wanted to confirm that your mobile phone is running the latest OS, specifically Android 14. Additionally, could you let me know what frequency your mobile phone hotspot is set to 5GHz or 2.4GHz?

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello SDDolphin,

I hope you're doing well. I'm following up to see if you've had a chance to review the questions I posted. Please let me know at your earliest convenience so we can determine the next steps to resolve this matter.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[SDDolphin]

Mobile phone is running Android 14 and I tried both 5GHz and 2.4GHz. Neither works.

[DhannielM_Intel]

Hello SDDolphin,

Have you tried rolling back to your laptop manufacturer's wireless driver to see if the issue persists with their driver? If not, please follow these steps for a clean installation of your laptop manufacturer's driver, download the driver from this link: DELL Inspiron 5594 Driver

Then follow this steps for the clean installation:

Step 1: Uninstall the Wi-Fi driver.

1. Go to Device Manager.
2. Expand the Network Adapters category.
3. Right-click your Intel Wireless Adapter and choose to uninstall it.
4. Make sure to the option to Delete the driver software for this device is selected.
5. Repeat steps A through D until the  the option to Delete the driver software for this device is greyed out.

Step 2. Restart your computer.

Step 3: Driver installation.

Locate the driver you downloaded. Right-click the file you downloaded and select the option to Run as administrator. For additional information refer to the video above.

Let me know if what will be the outcome of doing the following steps.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello SDDolphin,

I hope you've had a chance to review the information I shared in my previous message. If you have any questions or need further clarification, please don't hesitate to reach out.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[DhannielM_Intel]

Hello SDDolphin,

Since I haven't heard back from you, I will close this inquiry now. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Best regards,

Dhanniel M.

Intel Customer Support Technician

[SDDolphin]

I did try to install original driver and still does not connect to WiFi hotspot on Moto