Wireless
Participate in insightful discussions regarding issues related to Intel® Wireless Adapters and technologies
7412 Discussions

Intel® Killer™ Wi-Fi 6 AX1650 - not working

Andrew111134562
Beginner
5,973 Views

Hi, I am having an issue accessing Wifi since 19 December 2022. I downloaded updates for my laptop on that date, and that update process likely had some impact, as I had no issue until then. Now, the driver shows as not working

 
 
 
 

Interestingly, when I uninstall the adapter, and reinstall it again from Intel it works again, for about 30 minutes. The same occurred when I last ran laptop updates a few weeks ago. After those updates the wifi adapter was working again, for a very short period. I went to an IT shop and they thought that the issue was with my Norton Antivirus. I don't know if that is correct, but to me it seems clearly a software issue if the adapter works for a short period after being reinstalled- I have done that twice.

Has anyone had a similar problem, or would know the solution?

Thank you a lot!

Andrew

0 Kudos
5 Replies
Alberto_R_Intel
Employee
5,958 Views

Andrew111134562, Thank you for posting in the Intel® Communities Support.


In order for us to provide the most accurate assistance on this matter, we just wanted to confirm a few details about your system:

What is the model of the laptop?

Did you make any recent hardware/software changes besides installing the updates for your laptop?

The wireless card, did you purchase it separately or did it come installed on the computer?

Which Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician



0 Kudos
Andrew111134562
Beginner
5,943 Views

Hi Albert, thanks for your message, please find answers here:

 

What is the model of the laptop?

Dell XPS 13

Intel(R) Core(TM) i7-1065G7 CPU @ 1.30GHz 1.50 GHz

64-bit operating system, x64-based processor

16.0 GB (15.6 GB usable)

 

Did you make any recent hardware/software changes besides installing the updates for your laptop?

No

 

The wireless card, did you purchase it separately or did it come installed on the computer?

Came installed

Which Windows* version are you using?

Windows 11 Home

 

Does the problem happen at home or in the work environment?

Happens everywhere since 19 December

 

Please attach the SSU report

Attached

0 Kudos
Alberto_R_Intel
Employee
5,913 Views

Hi Andrew111134562, You are very welcome, thank you very much for providing that information and the SSU report.


Based on the information shown in the SSU report, the wireless driver version currently installed in your computer is 22.200.0.6, which is provided by Intel®:

https://www.intel.com/content/www/us/en/download/19779/intel-killer-performance-suite.html?wapkw=ax1650


It is important to mention that the Intel® wireless drivers are generic and they might not work as expected with your specific device. For that reason, We always recommend to install the wireless driver provided by the manufacturer of the computer, since that driver was heavily customized by them to work with your specific platform.


I looked on Dell's website and the latest wireless driver version they have available is 3.1222.7103, A32. Please try a clean installation of that driver following the instructions in the links below:

https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=xwccg&oscode=w2021&productcode=xps-13-9300-laptop

https://www.intel.com/content/www/us/en/support/articles/000022173/wireless.html


Additionally, we also recommend to get in contact with Dell Support to make sure the latest BIOS version is currently installed in your machine or, if necessary, to gather the instructions on how to update it:

https://www.dell.com/support/home/en-us


Once you get the chance, please let us know the results.


Regards,

Albert R.


Intel Customer Support Technician


0 Kudos
Andrew111134562
Beginner
5,865 Views

Hi Alberto,

 

Thank you for your email.

 

I tried following the steps. Interestingly, as usual, when I remove Intel® Killer™ Wi-Fi 6 AX1650 and reinstall it the wifi starts working again, for about 30 minutes and then fails again. I tried to remove the Intel driver, and install the Dell one, the way the articles you sent me to indicated. However, I have a feeling that the Intel one is still on the laptop. Could you check? I ran the SSU again ,attached.

 

Thanks,

Andrew

0 Kudos
Alberto_R_Intel
Employee
5,846 Views

Hi Andrew111134562, You are very welcome, thank you very much for your response and for providing the SSU report.

 

We are sorry to hear the issue remains after trying the steps on the link provided previously.

 

Sure, based on the SSU document that you just shared, currently, the wireless driver version installed on your computer is 22.170.2.1, which, as you mentioned, is not the driver version provided by Dell but it is not the Intel® driver either.

 

The reason why the driver version is changing by itself could be related to the automatic Windows* driver updates. In the following link you will find further details about this topic:

https://www.intel.com/content/www/us/en/support/articles/000087834/graphics.html

 

Still, we recommend to get in contact with Microsoft Support directly so they can confirm those details and provide additional suggestions on this scenario:

https://support.microsoft.com/en-us

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

0 Kudos
Reply