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idata
Community Manager
1,981 Views

Intel® Dual Band Wireless-AC 8260 - Internet Problems

Hello,

I bought an Asus rog gl502vm this week. As you know this computer comes with Intel® Dual Band Wireless-AC 8260 as wi-fi card.

Since I started using it I notice some problems with the internet connectivity.I get a lots of "requested time outs" (pinging default gateway).

Sometimes the connection goes 100% down.

I've installed PingPlotter trying to understand what is going on... Here is a print from the program running on my computer.

Here you have another picture of the same program running on my friend's computer (way older than mine) connected to the same Internet

I can't take any conclusion from this tests because I barely understand this graphics meaning, however I know that those red bars are not good

I have read other posts about problems with this wi-fi card and I've tried EVERYTHING that was tipped there... It's why I'm creating this post.

Hope you can help me...

Best Regards,

Paulo Marinho

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9 Replies
idata
Community Manager
136 Views

Hello PauloMarinho,

 

 

As we understand, your system is showing connectivity issues. Please keep in mind that there may be different reasons for this, and different actions that may help as well.

 

 

Here are some initial recommendations for this type of issue:

 

 

- Apply the configuration from the advisory: http://www.intel.com/content/www/us/en/support/network-and-i-o/wireless-networking/000005544.html Recommended Settings for 802.11n Connectivity.

 

- Use the driver for your specific PC and wireless adapter provided by Asus from the https://www.asus.com/us/Notebooks/ROG-GL502VM/HelpDesk_Download/ ASUS Download Site.

 

- If the issue persists, try using the generic version of https://downloadcenter.intel.com/download/26240/Intel-PROSet-Wireless-Software-and-Drivers-for-Windo... Intel® PROSet/Wireless Software and Drivers for Windows® 10 [19.10.0]

 

- Go to the Power options of you laptop, in the Advanced Settings for your Power Plan, and make sure that the Wireless Adapter is set to work at "Maximum Performance" when plugged in and on battery.

 

 

If you require further assistance, please provide the following information:

 

 

- https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility?product=91600 Download Intel® System Support Utility, run the tool and use it to create and save a report with all sections, then add your reply to this thread and use the Advanced editor options to attach the resulting file to your post.

 

- Model and firmware version of the Wireless Access Point.

 

- Details of any additional troubleshooting you have performed.

 

 

Regards,

 

Jonathan
idata
Community Manager
136 Views

Hello,

So as I said before I tried everything I read on other posts, in other words, what you have recommended (what I appreciate).

The only difference I've noticed while trying to fix this problem was the increase on the connectivity performance between stock wi-fi card driver and the generic version 19.10.0.

However the results are not enthusiastic...

(edit: after posted this, I checked again the PingPlotter and the results were way worst than those on this picture, a lot of large and repetitive red bars)

In attach is the SSU report has you asked.

About the Wireless AP I don't know much because it is not mine, I'm living in a rented home in Krakow and I don't have access to routers painel.

The model is: Netis WF2411I (150 Mbps Wireless N Router)

P.S: As I said before, other devices have a lot better internet connection than my PC.

Best regards,

Paulo Marinho

idata
Community Manager
136 Views

Hello Paulo,

 

 

The log does not show any major issues, however, the Access Point you are using is 802.11n single band, so some of the features of the AC 8260 are not required and can be disabled.

 

 

I know you may have tried some of these already, but I would like to make sure they are applied:

 

 

1. Go the Advanced Properties of the adapter in Device Manager and set the following:

 

 

HT Mode: HT Mode

 

Preferred Band: Prefer 2.4 GHz band

 

802.11n Channel Width for 2.4GHz: 20 MHz

 

 

2. Disable the Bluetooth* component in your PC, this is normally done with a switch in the chassis or a keyboard combination.

 

 

3. Disable Windows® 10 features that may cause WiFi connectivity issues:

 

 

- Windows 10 location service:

 

http://windows.microsoft.com/en-us/windows-10/location-service-privacy

 

 

- WiFi Sense:

 

http://windows.microsoft.com/en-gb/windows-10/wi-fi-sense-faq

 

 

- Peer-to-peer update:

 

http://www.howtogeek.com/224981/how-to-stop-windows-10-from-uploading-updates-to-other-pcs-over-the-...

 

 

Regards,

 

Jonathan
idata
Community Manager
136 Views

Hello,

After applied every suggestion you have made in the previous reply, here is the PingPlotter results:

Regadars,

Paulo Marinho

idata
Community Manager
136 Views

Hello Paulo,

 

 

Pingplotter is not a tool we normally use, however, it shows some issues in hop 1, from the PC to the Default Gateway. There are only a few other actions we can recommend, please check these out and let us know if they help:

 

 

- Apply the ScanWhenAssociated fix mentioned by Vigz in the following thread:

 

 

https://communities.intel.com/message/246711# 246711 https://communities.intel.com/message/246711# 246711

 

 

- Go to Device Manager and set the Advanced setting:

 

 

Wireless Mode: 802.11 b/g

 

 

- Confirm that your PC has any applicable Windows* updates.

 

 

- Check with Asus Support and make sure you install the latest BIOS for your PC.

 

 

- Try connecting to a 5 GHz network, 802.11ac if possible, and check if you have any network issues.

 

 

Regards,

 

Jonathan
idata
Community Manager
136 Views

Hello,

After applied all the actions you suggested, except connection to a 5 GHz network, I don't see any improvement.

Do you recommend to take the computer to the store where I bought it? And reclaim the warranty?

Regards,

Paulo Marinho

idata
Community Manager
136 Views

Hello Paulo,

 

 

I would recommend you to test with a different router, also, check if the one you use has firwmare updates available. If possible, check for sources of interferece or contention; additionally, you can try different wireless channels, as noted in the following document:

 

 

http://www.intel.com/content/www/us/en/support/network-and-i-o/wireless-networking/000005493.html Quick Checks to Improve or Fix Wireless Connection Issues

 

 

If it is not possible to troubleshoot with this access point, try a different one, or maybe upgrade to Dual Band and 802.11ac, then you can always check with your Place of Purchase, or http://www.intel.com/content/www/us/en/support/topics/OEMs.html Computer Manufacturer to consider other support options.

 

 

Regards,

 

Jonathan
idata
Community Manager
136 Views

Hello,

It's not possible for me to try another router because I'm in a rented house and I won't buy another router to test this because I as said in my first post, my friend's computer is working perfectly (as the ping plotter can show, way different behavior than in my computer, way newer).

I think I'll just go to the store where I bought the PC and try to explain my situation and reclaim my warranty.

Thanks a lot for you help anyway.

Regards,

Paulo Marinho

idata
Community Manager
136 Views

Hello Paul,

We are sorry that this issue persists after all the actions we attempted. Feel free to contact us if you have any other questions.

Regards,

 

Jonathan
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