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Intel(R) Wireless-AC 9560 errors 5002, 5005, 10400

TonyStark
Beginner
3,520 Views

Wi-Fi is systematically restarts

 

ASUS ROG STRIX G731GU

Edition Windows 10 Pro
Version 21H2
Installed on ‎17/‎06/‎2022
OS build 19044.1766
Experience Windows Feature Experience Pack 120.2212.4180.0

 

 

Screenshot 2022-06-28 185808.pngScreenshot 2022-07-04 160727.pngScreenshot 2022-07-04 162236.png

Screenshot 2022-07-04 164753.png

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AndrewG_Intel
Employee
3,455 Views

Hello @TonyStark

Thank you for posting on the Intel® communities and for the screenshots.


In order to understand better the behavior and provide you with the proper steps, could you please confirm the following details?

1- Did the wireless connection work fine before at any time? Or is the issue happening since the very first day that you have the laptop?

2- If this worked fine before, do you remember if this issue happened after a new Windows update or Wireless/Bluetooth driver update?

3- Based on the Intel® SSU report, we noticed the system is currently running an older Intel® Wireless driver version "22.40.0.7". Is this driver working fine without those errors?

4- Is the Intel® Wireless-AC 9560 the original wireless adapter that came pre-installed in your system or did you integrate/replace it?


Best regards,

Andrew G.

Intel Customer Support Technician


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TonyStark
Beginner
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1- it started about 3 weeks ago

2- it seemed to work fine before.  I noticed when regular disconnects began in the game. it seems that I did not update anything (but this is not accurate)

3- I tried to roll back to older versions of drivers, and even reinstalled the OS, I tried both versions 22.130 and 22.140, the situation repeats everywhere

4- Is the Intel® Wireless-AC 9560 the original preinstalled adapter.

 

my assumptions:
1) Adapter may be overheating
2) Adapter looks directly to the Internet (the router is configured as a bridge, the adapter receives a "white" IP)

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AndrewG_Intel
Employee
3,426 Views

Hello TonyStark

Thank you for your response. Please allow us to review this further and we will be posting back in the thread as soon as more details are available.


Best regards,

Andrew G.

Intel Customer Support Technician


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Jean_Intel
Employee
3,382 Views

Hello TonyStark,


Thanks for waiting for a response.


If I may jump into the conversation. I am glad to inform you that a new driver will be available soon. Once it is handy, I recommend you perform a clean installation of the driver and test it. Please, share the outcome for trying it out.


Best regards, 

Jean O.  

Intel Customer Support Technician


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TonyStark
Beginner
3,356 Views

Updated drivers to version 22.150.0.3
3 days have passed, the flight is normal

Thanks Intel

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TonyStark
Beginner
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So, I think I jumped to conclusions a bit.
Now the adapter began to turn off completely, need to restart the PC to turn it back on.

Will have to create a new thread

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AndrewG_Intel
Employee
3,299 Views

Hello TonyStark

Thank you for your response.


We understand that after updating to the new driver 22.150.0.3 the wireless connection worked fine for about 3 days but now the issue is that the wireless adapter turns off instead of just restarting. We also noticed that you opened a new thread for this behavior.


However, since we consider this is the same issue just with different behavior on the latest driver, we recommend we continue working on this thread to avoid duplication of efforts. Therefore, we will remove the "Solution mark" on this thread and continue the support here.


Please allow us to review this behavior further and we will be posting back in the thread as soon as more details are available or in case additional information is required from your side.


Best regards,

Andrew G.

Intel Customer Support Technician


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TonyStark
Beginner
3,283 Views

let's continue this thread.

 

After updating the drivers to version 22.150, the first few days everything worked fine(but used the laptop a little these days).

But after a while, the Wi-Fi adapter started to completely fall out of the system.

 

Some screenshots:

 

Screenshot 2022-07-17 163343.pngScreenshot 2022-07-17 163806.pngScreenshot 2022-07-19 115941.png

 

Screenshot 2022-07-19 123900.png

 

Screenshot 2022-07-19 115955.pngScreenshot 2022-07-19 120112.png

 

 

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AndrewG_Intel
Employee
3,264 Views

Hello TonyStark

Thank you for the additional information and for the screenshots.


After reviewing this further, and considering the system is now reporting more and different Event ID errors and a Code 10 Error message in Device Manager, our recommendation is to report these issues directly to the Original Equipment Manufacturer (OEM) ASUS* as this issue doesn't seem to be a driver problem.


For the Code 10 Error message, you may try the suggestions in this article Code 10, Code 28, Code 43, or Code 45 Error in Device Manager for Bluetooth® or Wireless (Wi-Fi) Devices; however, if the problems persist, we highly recommend to address this to your OEM for further assistance and debugging. For your convenience, here is the link to ASUS* Support.


Best regards,

Andrew G.

Intel Customer Support Technician


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AndrewG_Intel
Employee
3,220 Views

Hello TonyStark

We have not heard back from you so we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored.


Best regards,

Andrew G.

Intel Customer Support Technician


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TonyStark
Beginner
3,189 Views

What else can I add?..
Still, according to subjective sensations, this problem appeared after a recent update of Windows to the latest version. (21h2)
Prior to this, almost no such problems were observed throughout the entire time (~2 years). There were isolated cases, but updating drivers or rolling back to older versions helped. 

But now the device Intel(R) Wireless-AC 9560 has become completely unusable

 

Code 10 started appearing after a recent driver update to version 22.150

I can also assume that this is not a computer manufacturer's problem

 

In a quick glance, I found out that I'm not the only one with this problem.

 

https://community.intel.com/t5/Wireless/AX200-internal-error/td-p/1401230

 

https://community.intel.com/t5/Wireless/AX201-errors-5002-and-5005/m-p/1398716#M42483

 

 

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TonyStark
Beginner
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