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Beginner
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Intel(R) Dual Band Wireless-AC 3168 Can't hold a reliable connection

Hi, i just received a brand new very expensive pre-built computer that came with an Intel Dual Band Wireless-AC 3168. However, that network card can not seem to hold any sort of a reliable connection and consistently drops packets for any service. Want to play a game? Nope because every 5 seconds it times out, Want to watch a video? Only if you like buffering for an extended period of time. What to try to go online to go on Intel's support site to find out whats wrong with your card? Only after taking 5 minutes to load all the pages it takes to get there and 5 minutes to upload a 300kb txt document....

I've spent days trying to trouble shoot this to no success.

My other devices on my network do not experience this same issue. I've uninstalled and reinstalled the drivers. Deleted the device from the Device Manager and reboot my PC to get a fresh install. Rebooted the router. 

Here is what my connection looks like.

Pinging 8.8.8.8 with 32 bytes of data:
Reply from XXX.XXX.XXX.XXX: Destination host unreachable.
Reply from 8.8.8.8: bytes=32 time=27ms TTL=117
Reply from 8.8.8.8: bytes=32 time=13ms TTL=117
Reply from 8.8.8.8: bytes=32 time=21ms TTL=117
Reply from 8.8.8.8: bytes=32 time=23ms TTL=117
Reply from 8.8.8.8: bytes=32 time=21ms TTL=117
Reply from 8.8.8.8: bytes=32 time=18ms TTL=117
Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=17ms TTL=117
Reply from 8.8.8.8: bytes=32 time=13ms TTL=117
Request timed out.
Reply from 8.8.8.8: bytes=32 time=14ms TTL=117
Reply from 8.8.8.8: bytes=32 time=14ms TTL=117
Reply from 8.8.8.8: bytes=32 time=17ms TTL=117
Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Reply from 8.8.8.8: bytes=32 time=11ms TTL=117
Reply from 8.8.8.8: bytes=32 time=90ms TTL=117
Reply from 8.8.8.8: bytes=32 time=14ms TTL=117
Reply from 8.8.8.8: bytes=32 time=16ms TTL=117
Request timed out.

Ping statistics for 8.8.8.8:
Packets: Sent = 22, Received = 18, Lost = 4 (18% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 90ms, Average = 20ms

Please Help!

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2 Replies
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Moderator
19 Views

Hello Stevemartin60,


Thank you for posting on the Intel* Community.


To better assist you, please provide us with the below details:


  • Is the issue in both bands 2.4 GHz and 5.0 GHz?
  • Provide your router model.
  • Are you able to connect the PC to a different Access Point/Hot Spot?
  • How the PC work with an ethernet connection?


Please run the following tool in Windows* and attach the report generated. 

  

Intel® System Support Utility (Intel® SSU) 

 

  • Intel® SSU Download
  • Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". 
  • Click on the menu where it says "Summary" to change to "Detailed View". 
  • To save your scan, click on "Next", then "Save". 


Best regards,

Maria R.

Intel Customer Support Technician


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Highlighted
Moderator
13 Views

Hello Stevemartin60,


Were you able to check the previous post? 


Let me know if you need more assistance. 


Best regards, 

Maria R.  

Intel Customer Support Technician


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