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Beginner
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After installing the 21.90.3.2 update on win 10 hp for the AC-9560 I can no longer connect to 5g network as I did with the previous version.

The 2.4g that it will connect to, constantly drops and I have to often manually reconnect (it is set to auto connect/only device that drops) The itel page that shows my device says that it is working properly, I have tried whatever advanced setting options I could find on the internet that do not work. The only error I get is "can not connect". I had no issue with the previous version but the moment I installed this one, instantly dropped connection and could no longer connect to the 5g. Internet provider says everything is fine, also tried pw change and still nothing. Can anyone help me with this?

 

Thank you.

Kait

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7 Replies
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Moderator
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kayde, Thank you for posting in the Intel® Communities Support.

 

In order for us to provide the most accurate assistance, we just wanted to confirm a few details about your system:

What is the model of the motherboard?

If this is a laptop, what is the model of it?

Is this a new computer?

Did you make any recent hardware/software changes besides updating the Wireless driver?

The wireless card, did you purchased it separately or did it came installed in the computer?

When did the issue start?

Which specific Windows* version are you using?

Does the problem happen at home or work environment?

What is the mode of the Router?

 

Any questions, please let me know.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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Beginner
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If you dont mind I will send you a private message with a screenshot of my system information. I have an hp gaming laptop that I purchased new a month ago. The only updates I have done are any windows updates/intel updates and geforce updates. I am running win10. The wifi card came installed on the pc. This issue started literally right as I updated to the latest version, immediately following the update my internet dropped and i could no longer connect to the 5g and the 2.4 drops often. This happens at home, my husbands laptop works fine as well as any other device with the 5g. Mine is the only one that will not connect to 5g just says "cant connect" The router I have is from spectrum, it is a modem/router it is a technicolor. I only use this laptop at home.

 

Thank you for your response,

Kaitlyn

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Moderator
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kayde, You are very welcome, thank you very much for providing that information.

 

Sure no problem, or you can also attach the SSU report so we can verify the components installed in your system, to attach the report, once you choose "reply" select the "clip" icon on the lower-left corner:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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Beginner
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I sent the message. Did you need anymore information?

 

Thank you,

Kaitlyn

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Moderator
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kayde, You are very welcome, thank you very much for providing the picture.

 

I sent you a private message, please verify your inbox.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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Moderator
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Hello kayde, I just wanted to check if you saw the private message that I sent you and if you need further assistance on this matter?

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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Highlighted
Moderator
337 Views

Hello kayde, Since I have not heard back from you, we are closing the case, but if you have any additional questions, just reply back or post a new question.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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