Intel AC9560 unstable.

[letvinov28]

Hello all , i hawe problem with my wifi card. Under load i lose connection and get error in console. Same under windows.

Asus ux533FD

Linux manjaro 5.9.1-1-rt19-MANJARO

PLEASE HELP!

[Alberto_Sykes]

letvinov28, Thank you for posting in the Intel® Communities Support.

In reference to this scenario, for your information, the drivers that Intel® has available on the official web site belong to Windows*, that is the official operating system that is supported by the Intel® Wireless-AC 9560 card, it does not mean it will not work with Linux, this is just for you to know:

https://downloadcenter.intel.com/product/99446/Intel-Wireless-AC-9560

In reference to your inquiry, please try the following troubleshooting steps in order to determine if there might be a problem with the Wireless configuration:

WiFi troubleshooting steps

Step 1: Check whether the kernel version supports this device:

The reference table of Wireless adapters and corresponding kernel versions is available in the following link:

https://wireless.wiki.kernel.org/en/users/drivers/iwlwifi

The latest FWs are available by the following link:​

​https://git.kernel.org/pub/scm/linux/kernel/git/firmware/linux-firmware.git/

If the kernel version corresponds to the Wireless adapter, proceed with step 2.

Step 2: Check whether the Wireless adapter is connected correctly:

Type the following command to the terminal: # lspci​ 

Verify that the Intel network controller ​is identified, as on a picture below. If not, then the system doesn't identify the Intel networidentifyk adapter and you will need to make sure it's properly integrated. You may need to request help from the system manufacturer. If the wireless adapter is properly identified - proceed with the step 3.

Step 3: Check whether this is an iwlwifi issue:

Type the following command to the terminal: # modinfo iwlwifi​ (example of the command output is on the picture below). If there is no output, then the module isn’t installed this is the distribution installation issue.

Please type: # lsmod | grep iwlwifi​   

If the result is empty, the driver hasn't been loaded. Most likely to be a distribution issue.

To verify, please type: # dmesg | grep iwlwifi​   

If the result is empty, the driver wasn’t initialized and this is a distribution issue. If the result is populated as on the above picture, proceeed with the step 4.

Step 4: Check whether the suitable firmware is installed:

Please type: # dmesg | grep “no suitable firmware found!”​

If the result is not empty, it means you don’t have a suitable FW (api mentioned in the dmesg).

Please visit here​ h​ttps://wireless.wiki.kernel.org/en/users/drivers/iwlwifi ​for supported FW, or here​ ​https://git.kernel.org/pub/scm/linux/kernel/git/firmware/linux-firmware.git/ for the latest versions.

If these steps didn't reveal the issue or didn't solve the problem, proceed with the Step 5: 

Step 5: Collect the debug data:

Please type: # dmesg | grep ASSERT​ 

If the output is empty, please follow this wiki: https://wireless.wiki.kernel.org/en/users/drivers/iwlwifi/debugging ​to extract dmesg and trace-cmd.

If the output has value, please collect from the wiki FW dump too.

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[letvinov28]

The problem appears only when charging a laptop and using NVIDIA video card (455)

[slomobile]

[  3.185068] thermal thermal_zone9: failed to read out thermal zone (-61)
[ 81.230502] iwlwifi 0000:00:14.3: Microcode SW error detected. Restarting 0x0.[ 81.230895] ieee80211 phy0: Hardware restart was requested

 The above lines from dmesg are similar to my Jetson Nano when WiFi gets unstable.  The fan fails to ramp up, temperatures around the WiFi module reach 60C, firmware load errors and module restarts occur repeatedly.  There are bursts of normal function between the automatic restarts.

Manually starting the fan eliminated these problems for me.  There are several differences in our systems and this may not be your problem.  Aim a running fan at the WiFi module and see if your issues resolve.  If not, you can eliminate thermal as a source of your issue.

[Alberto_Sykes]

letvinov28, Thank you very much for providing that information and the files.

We will do further research on this matter, as soon as I get any updates I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_Sykes]

Hello letvinov28, I just received an update on this matter.

In order for us to continue with the research on this matter, please perform the steps provided previously and provide screenshots or videos of the outcome of each one.

Additionally, please fill the form attached to this thread so we can further assist you on this topic.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[letvinov28]

I make you aida64 report i hope it will be ok. 

[Alberto_Sykes]

letvinov28, Thank you very much for sharing that report, we really appreciate that.

The thing is that we need the results of each step that were provided in the first post, a picture or video if possible, and also the details showing in the form that was attached to our last post.

Take your time and once you get the chance please provide that information so we can further assist you.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[letvinov28]

On screen record you can see, card stop work when i use NVIDIA.

[Alberto_Sykes]

letvinov28, Thank you very much for sharing those details.

I will double-check if we can further assist you with the details you gave us, most likely we will need the information requested in the word form and the one showing in the steps that we provided in the first post, once I get confirmation I will let you know on this thread.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[letvinov28]

Hello, i hope this video is better.

[Alberto_Sykes]

letvinov28, Thank you very much for your response and for the video.

After reviewing the case in detail, we determined that the problem could be related to compatibility between the Intel® Wireless-AC 9560 card and the Operating System.

So, in this case, what we recommend is to get in contact directly with ASUS to confirm that information, to report this scenario, and to check if they might have a possible solution for this issue:

https://www.asus.com/support/

Another option, as an alternative, will be to submit your inquiry on the Intel® Wi-Fi Linux community as stated in the link below or follow the instructions that are showing in there as well:

https://www.intel.com/content/www/us/en/support/articles/000005511/network-and-io/wireless.html

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel