Intel Dual Band Wireless AC-7265 crash

[Chiko]

Hello, I have an issue with the Intel AC-7265 wireless adapter that consistently crashes randomly, but most frequently during gaming.

Here is the error message:

5007 - TX/CMD timeout (TfdQueue hanged)

The network interface "Intel(R) Dual Band Wireless-AC 7265" has begun resetting. There will be a momentary disruption in network connectivity while the hardware resets. Reason: The network driver requested that it be reset. This network interface has reset 1 time(s) since it was last initialized.

I have tried installing the latest driver version, and I've also reverted to the earliest driver version, but the crashes still occur frequently. Is there a solution? Thank you.

[RamyerM_Intel]

Hello Chiko, 

It is best to gather some details first so we cn determine why the 5007 - TX/CMD timeout (TfdQueue hanged) keeps on showing up. Please answer these questions so we can find a fix for your issue. 

What are the games wherein this issue is happening? Have you made any changes in your system before this issue occurred? Are you seeing any yellow bang in your device manager> network adapter? 

What driver version have you used in installing and reinstalling? Please also share the link where in you have downloaded them as well. 

To also have more familiarity with your system, Please download and run our Intel® System Support Utility located at this link: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html.

After running it, you will be given an option to save the logs to a .txt file, please do so and attach the file on your reply.

Ramyer M. 

Intel Customer Support Technician 

[Chiko]

Hello Ramyer, really sorry for late reply

The game that crashes most often is Dota, but some offline games can also cause crashes. What I remember before this issue occurred is that I updated according to the Intel Driver & Support Assistant application and also my graphic driver.

There are no yellow marks on the network adapter, and the message on the network says "This device is working properly."

I updated the drivers several times to the following versions:

• 19.51.48.1
• 19.51.50.2

But when crashes occurred frequently, I reverted my driver version to 19.30.0.4 (factory default) and still error.

I obtained versions 19.51.48.1 and 19.51.50.2 directly from the Intel Driver & Support Assistant application. As for version 19.30.0.4, I got it from https://www.asus.com/id/supportonly/fx553vd/helpdesk_download/.

Log attached.

Thankyou!

[RamyerM_Intel]

Hi Chiko, 

I am just checking in about the details we have asked regarding the issue with the Intel AC-7265 wireless adapter. Kindly reply in this post so we can find a solution for you.  Thank you. 

Ramyer M. 

Intel Customer Support Technician

[RamyerM_Intel]

Hello Chiko. 

Thank you for letting us know about the recent changes. I want to let you know that Intel Driver and Support Assistant offers our generic drivers. However, since you are using an Original Equipment Manufacturer device , we highly recommend using the OEM drivers instead as we are not familiar with the customizations and alterations they might have done in the system

For now, kindly please try updating your drivers to the OEM ones instead as this is specifically configurated for your device. You may use this link: 

https://www.asus.com/in/supportonly/gl553vd/helpdesk_download/

The Network Adapter is already updated, however , the graphics, and discrete graphics card drivers are different so I highly recommend trying them out for now. Once you download and install this on your system, please monitor if the issue still exists. If it still does, please let us know of the games that are experiencing this issue so we can further investigate if this is an issue with the wireless or graphics component.

Ramyer M. 

Intel Customer Support Technician 

[Chiko]

Hello Ramyer,

I've tried reinstalling the graphics driver from the link you provided, but the issue still persists.

However, the error has changed to this and i don't know exactly when this error changed.:

5007 - The description for Event ID 5007 from source Netwtw04 cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

\Device\NDMP2 Intel(R) Dual Band Wireless-AC 7265

The specified resource type cannot be found in the image file.

I can provide the event file if you need it.

Thankyou.

[RamyerM_Intel]

Hello Chiko,  

I'm sorry to hear that the issue still persisted. Since this is an OEM (Branded Laptop) original equipment manufacturer device, please take into consideration that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed your system. 

I did check further your SSU Logs and found out that the BIOS can also be updated at this link: https://www.asus.com/in/supportonly/gl553vd/helpdesk_bios/

However, since this is an OEM device, it would be best to reach out to ASUS for further assistance as they might have changed the features, incorporated customizations, or made other changes in the system. Kindly please reach out to them at this link: https://www.asus.com/support/

Ramyer M. 

Intel Customer Support Technician 

[RamyerM_Intel]

Hello Chiko,  

I am just checking in if the issue was resolved after the BIOS update or if you proceeded in contacting ASUS. Feel free to reply to this post. You may also send the event file as well.

Ramyer M. 

Intel Customer Support Technician 

[Chiko]

Hello Ramyer,

I'm currently contacting Asus, but I haven't received a response yet. As for the BIOS, I haven't updated it because I've never done it before, so I'm afraid there might be some issues if I do.

Here is the link to event file.  Hopefully, it can be of assistance.
https://drive.google.com/file/d/1_fwiy7YzJwTaw4qUpzJDCZZVhJlFeIfr/view?usp=sharing

Thankyou!

[RamyerM_Intel]

Hello Chiko, 

We appreciate your participation in the community and your cooperation in sending us the event logs. Updating your BIOS is one of the suggested steps to enhance your connection quality. I understand your worry, and you may also seek assistance for this step with ASUS as well. You can find more information at this link: https://www.intel.com/content/www/us/en/support/articles/000005493/wireless.html.

The reason for this is because it is important to have your system on the optimal settings before we conduct troubleshooting; however, since ASUS has not responded yet, you can also follow these recommended settings to see if they will improve the connection in your system: https://www.intel.com/content/www/us/en/support/articles/000024678/wireless.html

After doing so, you may follow the steps in this link: https://www.intel.com/content/www/us/en/support/articles/000034433/wireless.html.

Just to confirm as well, does the crash happen when browsing or is it only specific when gaming? Please also list out the games that are experiencing the issue. 

Ramyer M. 

Intel Customer Support Technician 

[Chiko]

Hello Ramyer,

I've received a response from Asus, and they've also requested a BIOS update, so it seems like I'll try updating it and will let you know the results later.

This crash doesn't occur during regular browsing, it only happens during online meetings like using Google Meet or Zoom, but it's very rare and maybe only happens once or twice.

As for the games I've tried that crashed, it's only Dota 2 and Cities Skylines 2 because those are the only games I play.

Thank you for your assistance!

[RamyerM_Intel]

Hello Chiko, 

I agree with your approach. After you do that, you can follow the steps I suggested. But I also strongly advise you to try the troubleshooting steps from ASUS, since this is an Original Equipment Manufacturer device and they are much more familiar with the specific configurations they have on the system.  Nonetheless, we will make sure to do our best to assist you as well even though our support is limited with OEM devices.

Ramyer M. 

Intel Customer Support Technician 

[RamyerM_Intel]

Hello Chiko, 

I am just checking in if the troubleshooting steps we suggested worked for you. Feel free to reply to this post. 

Ramyer M. 

Intel Customer Support Technician 

[RamyerM_Intel]

Hi Chiko, 

As we have not heard a response from you, we will proceed in closing this case. Kindly please follow the recommendations from your Original Equipment Manufacturer in troubleshooting your OEM device as they as they know the best about its specifications and settings.

Ramyer M. 

Intel Customer Support Technician