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KOhrn
Novice
178 Views

Intel 9560 Intermittent

We have a new Inspiron 5591 with an Intel 9560 wifi card.

Today, it has begun dropping connection to our router. Other devices like an iPhone and MS Surface 5 maintain connection to the same wifi network when located within a metre of the Dell. 

The Dell wifi card will re-connect manually every time, but never re-connects automatically. 

The Intel 9560 wifi card has the latest driver from Dell (21.80.0.4).

0 Kudos
7 Replies
Wanner_G_Intel
Moderator
100 Views

Hello KOhrn,

 

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

 

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

 

  1. 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".

 

  • What is the model number of the Access Point (AP)/Router your are connecting the computer to?
  • Did it work before, and now it doesn't work? If yes, has anything changed on the computer since that time?
  • Is this the correct model number of your computer?

https://www.dell.com/support/home/en-us/product-support/product/inspiron-15-5591-2-in-1-laptop/drive...

 

Wanner G.

Intel Customer Support Technician

KOhrn
Novice
100 Views

Hi:

 

Thanks for your response.

 

The router is an Arris XB6 sold as BlueCurve by Shaw communications.

The computer is new -- we've only had it a few days.

The computer is a Dell Inspiron 15 5591 2n1 as you described.

Wanner_G_Intel
Moderator
100 Views

Hello KOhrn,

 

Thank you for your response.

 

Since you are using the latest Original Equipment Manufacturer (OEM) driver, we would like to know if this issue happens when using the latest generic drivers, Bluetooth and Wi-Fi, available at https://downloadcenter.intel.com/.

 

Clean Installation of Wireless Drivers

 

Step 1: Get the latest system-specific driver from your computer manufacturer support.

 

 

Step 2: Uninstall your Wi-Fi driver.

 

Windows* may have an inbox Wi-Fi driver for your wireless adapter. You can't uninstall an inbox driver (you won't see the "Delete the driver software for this device" option). Proceed to the next step if you start seeing the same version of the driver installed automatically after it’s uninstalled.

 

  1. Go to Device Manager.
  2. Expand the Network Adapters category.
  3. Right-click your Intel Wireless Adapter/Bluetooth and choose to uninstall it.
  4. Make sure to select the option to Delete the driver software for this device.
  5. Restart your computer.

 

Step 3: Driver installation.

Locate the driver you downloaded back in Step 1. Run as administrator, and follow the wizard to completion.

 

Also, try using the Recommended Settings for 802.11ac Connectivity.

 

It is important to make sure the computer and AP/router are using the same Wi-Fi standard and configuration.

 

Wanner G.

Intel Customer Support Technician

KOhrn
Novice
100 Views

Hi Wanner:

 

Thanks again for your assistance.

 

I have done these things, and will settle down now to see if the intermittent failures continue.

Wanner_G_Intel
Moderator
100 Views

Hello KOhrn,

 

Thank you for the update.

 

Wanner G.

Intel Customer Support Technician

Wanner_G_Intel
Moderator
100 Views

Hello KOhrn,

 

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

 

Wanner G.

Intel Customer Support Technician

Wanner_G_Intel
Moderator
100 Views

Hello KOhrn,

 

We have not heard back from you, so we will close this thread. If you need further assistance, please start a new thread, we will be glad to help you.

 

Wanner G.

Intel Customer Support Technician

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