Code 10 for Intel AC 9560 and Wireless Bluetooth

[Cynder]

Hi,

Since october 2020, my wifi and bluetooth card are down.
I think the problem come with a windows update.

Unfornately, I can't restore windows on a previous version (no restoration point available).

I've tried :
 - Clean uninstall the diver for the wifi card and reinstall with the latest driver found on the intel website with the "intel driver support assistant" (many test with lot of differents versions)

 - Reset the bios setup

 - Update Windows

I can't try a cold reboot because the battery of my laptop can't be unplugged

The card is the original card on my ASUS ZenBook

This is the result of the SSU :
Operating System: Microsoft Windows 10 Famille(10.0.19041 Build 19041)
Physical Memory (Installed): 8 GB
Processor: Intel(R) Core(TM) i7-8565U CPU @ 1.80GHz
System Type: x64-based PC
Total Installed Updates: 27 Updates - See Detailed View for more information
Display Adapter(s): Intel(R) UHD Graphics 620 27.20.100.8681
NVIDIA GeForce GTX 1050 with Max-Q Design 27.21.14.5167
System Manufacturer: ASUSTeK COMPUTER INC.
System Model: UX450FDX
Network Adapter(s): 802.11n USB Wireless LAN Card 5.1.22.0
Intel(R) Wireless-AC 9560 22.30.0.11
Npcap Loopback Adapter 10.0.19041.1
Disk(s): Micron_1100_MTFDDAV256TBN 20,06 GB (available) 10.0.19041.789

Regards,

[David_G_Intel]

Hello Cynder

Thank you for posting on the Intel️® communities. 

We need more information from the system to provide recommendations, please share with us the results of the SSU and the following information:

• What is the exact model of the laptop system?
• Which drivers did you try? Please list some versions.
• Have you installed any recent software or hardware in your system?
• Please share the full SSU results with us.

You can also contact the manufacturer of the system for further troubleshooting or replacement options since the different drivers didn't help.

Regards, 

David G 

Intel Customer Support Technician 

[Cynder]

Hi,

Thank you for the response.

The exact Model is : PC Ultra-Portable Asus ZenBook UX480FD-BE027T 14"

I've tried the driver version :
 - WirelessProset_Intel_Win10_64_VER20600153005
 - WiFi_22.10.0_Driver64_Win10
 - WiFi_22.20.0_Driver64_Win10
 - WiFi_22.30.0_Driver64_Win10
 - intel_wifi_driver_WT 22.20.0.6
 - WirelessLan_PIE_DCH_Intel_Z_V21.50.0.5_14643

I'haven't install any hardware or software wich could explain that

The file "laptop_info.txt" is the result of the SSU.

Regards

[David_G_Intel]

Hello Cynder

Intel® recommends that users utilize driver updates provided by their system manufacturer/provider or via Windows Update to eliminate the potential impact caused by loading non-customized drivers.  System manufacturers regularly customize Intel generic drivers to meet the needs of their specific system design. In such cases, the use of the Intel generic driver update is not recommended.  Please try to do a Clean Installation of Wireless Drivers, using the drivers from Asus website:

https://www.intel.com/content/www/us/en/support/articles/000022173/wireless.html

You can also perform a Cold reboot of the system after reinstalling the driver, if the battery doesn't come off you can still fully shut down the device just by keeping the power button pressed, and then turn it on again.

If the issue persists, please contact Asus for additional troubleshooting or guidance on settings/updates.

Best regards, 

David G. 

Intel Customer Support Technician 

[Cynder]

Hi,

I've contacted the Asus support wich send me other pilots (no success)
I've perform the cold reboot, but no success.

I'll wait the start of the month to buy a HDD to save all the data and perform a full reinstall of the system.
I'll contact you to tell if the result is good.

Regards,

[David_G_Intel]

Hello Cynder

Thank you for the information provided. We recommend that you continue working with the OEM since code 10 could also mean a hardware issue. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Regards, 

David G 

Intel Customer Support Technician