Intel AC 8265 Wireless Disconnecting

[vterzoglou]

Hello, 

I am using Intel AC 8265 Wireless adapter on an Asus Tuf 505 DU laptop (Win 11).

When starting up the system, sometimes the card will not turn on (not showing on device manager).

Other times it will start up normally, but after some time it will randomly stop working and:
a) either will stay on, but will not connect to the network, or

b) will completely disconnect (not accessible from the Windows quick settings panel etc).

I have tried the usual suggestions like updating drivers, installing all the latest Windows Updates, making sure that the Power Management setting for the card is not active, but nothing has really worked.

I have attached the SSU info file.

Any help or suggestions would be most welcome.

Thanks,

Vasilis 

[IsaacQ_Intel]

Hello @vterzoglou

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

In order to have a better understanding of your issue, please provide me with the following:

1.      When did it start to happen?

2.      Do you remember if this issue happened after a new OS update or Wireless driver update?

3.      Were you able to have wireless connection in a normal/expected performance before?

4.      Is this a new computer? If so, have check with your system's OEM for validated drivers or support on known issues related to the symptoms experienced?

5.      Is this the original adapter that came pre-installed in your system, or have you changed/installed a new adapter recently?

6.      Have you checked if this issue happens on different networks?

Best regards,

Isaac Q. 

Intel Customer Support Technician

[vterzoglou]

Thank you for the reply,

1. It has been going on for a long time now (probably more than a year..) 

2. I don't think it is related to any os update, could be driver related, though.

4. It is not a new computer, I haven't checked with the manufacturer, but I guess I'll try asking them too.

3-5. It is not the original adapter that came with the system, but it has performed optimally for some time after the install.

6. And yes, it does happen on other networks too.

Probably unrelated note on this: Wired connections are not affected at all by this issue.

[IsaacQ_Intel]

Hello @vterzoglou

Thank you for your reply.

Based on the information provided before, and after reviewing the SSU report we have noticed that the driver you have is the latest from Intel, in this case, it’s worth mentioning that Intel® provides generic versions of software and drivers. When talking about laptops, the computer manufacturer (OEM) may have altered the features, incorporated customizations, or made other changes.

For this reason, we recommend the installation of the drivers provided by the manufacturer to avoid any potential impact caused by loading non-customized drivers.

In this case, we recommend performing a Clean Installation of Wireless Drivers with the Latest OEM Drivers: V2024.0.10.119.

If the issue persists let us know, so we will investigate further, however, we strongly recommend contacting the OEM of the laptop for further support.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[IsaacQ_Intel]

Hello vterzoglou,

We hope you are doing fine.

Were you able to check the previous post?

 We recommend performing a Clean Installation of Wireless Drivers with the Latest OEM Drivers: V2024.0.10.119.

If the issue persists let us know, so we will investigate further, however, we strongly recommend contacting the OEM of the laptop for further support.

Let us know if you still need assistance.

Best regards,

Isaac Q. 

Intel Customer Support Technician

[vterzoglou]

Thank you for the reply Isaac,

I did not reply in the first message because I contacted the OEM (ASUS) as you suggested and was waiting for their response.

Their suggestion is performing a system (OS) reset, which is rather inconvenient (apps getting deleted) and general and I think I will keep it as a last resort...

I will try the clean driver install and may contact you if the problem persists.

Thank you for your time,

Vasilis

[IsaacQ_Intel]

Hello Vasilis,

Thank you for taking the time to keep me informed. I understand that restarting a system can disrupt your workflow, and I appreciate you exploring other options initially. Please feel free to go ahead with reinstalling the software driver, and if the problem continues after that, do not hesitate to contact me again. I hope the issue gets resolved for you soon through this process, and I will be here whenever you have an update to share regarding the outcome.

Best regards,

Isaac Q.

Intel Customer Support Technician

[IsaacQ_Intel]

Hello Vterzoglou,

I trust this message finds you well.

Could you please confirm whether you have implemented the necessary changes? If you require further assistance, kindly inform us; otherwise, we will proceed to close this thread.

Best regards,

Isaac Q.

Intel Customer Support Technician

[IsaacQ_Intel]

Hello vterzoglou,

We hope you are doing fine.

We have not heard back from you. So we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

Best regards.

Isaac Q.

Intel Customer Support Technician.