Intel 5G Solution 5000 cellular network adapter dose not enable in Galaxy book3 Pro 360 5G

[Amintnp]

Hello, I recently purchased a Samsung Galaxy Book 3 Pro 360 5G and initially set it up without any issues, utilizing a SIM card for internet connectivity and its work perfectly.

Unfortunately, after updating Windows and the drivers to latest versions, the Cellular connection option has become disabled and is now grayed out in the Network Connection setting. Additionally, as you can see the picture in attached within the Network Adapters section, the Cellular Adapter is shown as disabled. Attempts to enable it have been unsuccessful, as it remains disabled regardless of my efforts to activate it. The adapter is Intel 5G solution 5000.

I also have attempted the following troubleshooting steps without any success:

-i used different Active Sim card

-Reset the network settings. (with admin privilege also)

-Restored the system using a backup restore point.

-Performed a factory reset of the system.

Despite these efforts, the issue persists, and I am unable to use Cellular Option for network connectivity.

I believe that this is a software problem and not related to the hardware. And due to the conditions of business trips, I cannot deliver the device to the Samsung representative and wait for the problem to be solved

I would appreciate any guidance or steps I might take to resolve this issue. Please let me know if there is additional information you require or if there are diagnostic tools I should run to assist in resolving this problem. in attached you can find the picture of my network setting. Thank you for your attention to this matter. I look forward to your prompt response. Best regards,

Galaxy Book3 Pro 360 5G Model Number: NP965QFG-KA1HK

Amin

[JohnES]

I had exactly the same experience and have tried everything too! I also had a 'thread' with Intel who finaly washed their hands of it saying it must be down to Samsung hardware/software.

Samsung have so far have been as much use as a chocolate teapot, and although this seems to be a common fault, have posted nothing and the only route in their eyes is to send it for repair by them (costs?). A thread on Samsung support re the earlier Flex 2 book implied Samsung had a software fix, but I haven't been able to track it down. I've reinstalled every driver from samsung (and intel) to the latest versions, but nocellular!!

So annoying!!

[Amintnp]

This problem is really annoying and it is quite clear that this problem is related to the software because exactly after the first update of drivers and Windows, the Cellular adapter was disabled and it is very strange that even though many people have this problem, Intel and Samsung does not provide a software solution for it.

If anyone has had this problem and managed to solve it somehow, please help.

[ACarmona_Intel]

Hello Amintnp,

Thank you for posting in our communities.

Please generate an SSU report to help me further analyze important details on your system, such as the OS build number, graphics driver version, errors logged in the system, etc. To generate the SSU report, please refer to the article How to get the Intel® System Support Utility Logs on Windows. Please send us the generated SSU.txt file.

We look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[Amintnp]

Hello Carmona,

thank you very much for your attention, the report file has been sent as an attachment.

best regards,

Amin

[ACarmona_Intel]

Hello Amintnp,

If possible, let's first try to roll back the drivers on Intel 5G Solution 5000, since you have mentioned that the issue only occurs when there are Windows updates and some driver updates. 

You can restore the previous driver by using the rollback option.

1. Simultaneously press the Windows + X keys on your keyboard. Select Device Manager.
2. Expand network adapters.
3. Double-click 5G Solution 5000. 
4. Select the driver tab.
5. Click Roll Back Driver to restore.

If the following steps are applicable to your system, restart the system once the rollback has been successful. If not, then please let me know so we can take our next step.

Best regards,

Carmona A.

Intel Customer Support Technician

[Amintnp]

Hello, as you suggested, I rolled back the driver and the version changed to 0.6.200.274, but still the cellular adapter is disabled and does not  Enabled.

best regards,

Amin

[ACarmona_Intel]

Hello Amintnp,

Thank you so much for following the troubleshooting steps that we have provided since the issue still persists after rolling back the drivers.

I will now escalate our case to our engineers so they can provide us with an appropriate recommendation for the issue.

By the way, I will post the response on this thread once it is available.

Thank you for your patience and understanding.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Amintnp,

Thank you so much for patiently waiting on our response. 

We would like to inform you that, after a careful examination of the situation, we have determined that the cellular adapter is not classified under our wireless products. Additionally, the logs indicate that the wireless card AX211 is successfully connected to the access point (AP). The absence of issues with the wireless and Bluetooth connections suggests that the wireless card is functioning properly.

Consequently, for any concerns specifically related to the cellular adapter, we recommend reaching out to your laptop's manufacturer for specialised support.

Best regards,

Carmona A.

Intel Customer Support Technician

[Matt_mcf]

Hi, not sure if you got this sorted but i had the same issue and went through all the same troubleshooting methods and noting worked and today i got two new updates that resolved the issue on its own. 1 was- Security Intelligence Update for Microsoft Defender Antivirus - KB2267602 (Version 1.419.136.0) - Current Channel (Broad)

Which made this one available- Windows 11, version 23H2

After i reset the laptop it was working again. My laptop was due to be picked up by DPD on Wednesday which is usually a nightmare so hoping i wont have to now.

hope this helps 

[Amintnp]

Hi, and thanks for sharing the information. I just updated to Windows 11 version 23H2, which includes the specific security update you mentioned. However, my SIM adapter is still not enabled.

Did you simply restart your laptop after the update, or did you reset your Windows installation?

[Matt_mcf]

No I just updated the first Microsoft defender update and straight after I did the 23H2 update became available, I then just restarted as required and went for a shower and when I came back it was working.

However, I had just factory reset the laptop a few days before because I was trying to figure out which ipdate was causing it. I only had the laptop a month so I was losing anything

[JohnES]

Hi Matt and others.

I have updated all the software to the latest numbers and still no cellular showing. As others have said, rolling back doesn't help and the cellular adaptor refuses to enable. Still no further ahead with my laptop. Haven't tried the factory reset recently, although I did try it soon after I purchased the unit - to no avail. Still trying to fathom it out!

[Ruwan]

Hello 

I had the same problem since 1 October 2024. Something I tried fixed the issue for me. 

1) Open the device manager 

2) Go to the network adapters

3) Right click on the Intel 5G Solution 5000 

4) Select Disable Device

5) Wait for the device to be disabled 

6) Click on the Action tab from the top menu bar

7) Click on scan for hardware changes 

Wait for the scan to finish and then the device will appear again 

This fixed the issue for me. 

Thank You

Best Regards 

Ruwan