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DStri
Beginner
16,029 Views

Intel Wireless AC 7260 Adapter reset issues

I have suffering from Intel Wireless AC 7260 Adapter reset issues in a Gigabyte P35W v4 running Windows 10 Anniversary Update Edition with latest updates.

Wireless networking will disappear altogether randomly, I usually get a failure at least once a day.

The sequence of events is always the same in the system event log:

1. 2 x Event Source = NETwNb64, Event ID = 5007, (Description is not useful as the associated resource from the event log message is not correctly installed).

2. 1 x Event Source = NDIS, Event ID = 10400 (The network interface "Intel(R) Dual Band Wireless-AC 7260" has begun resetting).

3. 2 x Event Source = NETwNb64, Event ID = 5032, (Description is not useful as the associated resource from the event log message is not correctly installed).

4. Repeat steps 2 & 3 six times.

5. 1 x Event Source = WLAN-AutoConfig, Event ID = 4003 (WLAN AutoConfig detected limit connectivity, performing Reset/Recover.adapter. Code: 1 0xC 0x4)

6. 1 x Event Source = WLAN-AutoConfig, Event ID = 4003 (WLAN AutoConfig detected limit connectivity, performing Reset/Recover.adapter. Code: 2 0xDEADDEED 0xEEEC)

At the end of this all wireless networking is unrecoverable, the wireless adapter appears disabled and will not re-enable in Network Connections.

This problem started happening about two months ago. I would not know the exact Intel Proset Wireless version of software the problem may have initially occurred with.

Since then I have tried various Intel Proset Wireless Versions 18.32, 18.33, 18.40.4 and19.20.3 which all produce the same issue.

I have also tried it without Proset software using Windows 10 to auto update the driver which gives me the WLAN driver version 18.33.5.1 (the one that ships with Proset 19.20.3).

The most significant issue I am aware of is the enablement of IPv6 on my home network router which will have occured about 2 months ago (don't know the exact timing).

I wonder if IPv6 in Windows 10 with these drivers is causing some kind of problem.

I have not experimented with the 'Allow the computer to turn off this device to save power' option yet. This is what I am moving on to for diagnosis.

Otherwise it will be get a replacement wireless USB adapter for the Laptop and disable the internal wireless adapter.

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37 Replies
idata
Community Manager
4,502 Views

Hello dkstringer,

 

 

We understand that your Intel® Dual Band Wireless-AC 7260 is showing connectivity issues. Checking your description of the issue, the main action we recommend is a clean installation of the "driver only" by following these steps:

 

 

1. https://downloadcenter.intel.com/download/26469 Download Intel® PROSet/Wireless Software and Drivers for IT Admins, 19.20.3. Windows® 10 64-bit: Wireless_19.20.3_Driver64_Win10.zip

 

2. Extract the contents of the zip file to a known location in your hard drive.

 

3. Go to Control Panel, Programs and Features and Uninstall "Intel® PROSet/Wireless Software". When prompted, choose the option to "Discard settings".

 

4. In Control Panel, Device Manager, Network Adapters, right click on the Intel® Dual Band Wireless-AC 7260 and Uninstall it. Make sure you mark the option to "Delete the driver software for this device".

 

5. Reboot the PC or scan for hardware changes, check device manager and if an older wireless driver is detected and installed, repeat the actions to uninstall and delete it as well. Repeat this process until the OS does not allow deleting the driver, or until the controller shows as Unknown Device.

 

6. Remove temporary files: Press the Windows Key + R to open the run box. Type Cleanmgr.exe. Press OK. Select the main drive, usually C:\. Check Temporary Files and uncheck everything else. Press OK.

 

7. Go to Device Manager and locate the 7260 (it may be an unknown device), select the option to install the driver and browse to the location where you extracted the driver files.

 

 

If the issue persists, try with the option to "Allow the computer to turn off this device to save power".

 

Also, go to the Power options of your 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.

 

 

Regards,

 

Jonathan.
DStri
Beginner
4,502 Views

I have done a much as I can of your procedure. Windows 10 anniversary edition insisted on re-installing an old base driver for the AC 7260 adapter. V17. something, I didn't unfortunately record the version.

Anyway following installing the driver V18.33.5.1 using your procedure without the proset tools, I still got exactly the same problem.

I also have experimented with disabling sleep power management on the adapter, but that did not fix the issue.

I can also inform you I got the same problem at my office LAN which doesn't support IPv6, so it is nothing to do with that either.

I guess there could be compatibility issues on the Gigabyte P35w v4 which has the latest bios.

I am probably close to giving up here, and will buy a USB wireless network adapter and disable the one on the laptop.

idata
Community Manager
4,502 Views

Hello dkstringer,

 

 

Please confirm that you have set the power plan for maximum performance of the wireless adapter, also, here are some additional items for your consideration:

 

 

- Disable Bluetooth, this is normally done with a switch in the PC chassis or with a key combination.

 

- Contact the http://www.intel.com/content/www/us/en/support/topics/OEMs.html Computer Manufacturer Support and make sure you are using updated BIOS and system drivers.

 

 

If the issue persists at this point and you would like us to continue work on this, please let us know the following:

 

 

- https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Download Intel® System Support Utility, run the tool and use it to create a report with all sections, on the next screen Save the report to a file. Then use the Advanced editor options to add the resulting XML file to your post as an attachment.

 

 

- Access Point model and Firmware version.

 

 

Regards,

 

Jonathan.
idata
Community Manager
4,502 Views

Hello dkstringer,

 

 

We're following up on your thread since we have not heard back from you in a while.

 

 

Has your issue been resolved? Please let us know if you need further assistance.

 

 

Best regards,

 

Carlos A.
mwahb
Beginner
4,502 Views

Hello

I have the similar problem with dual band wireless AC 7260 driver even after system repair and reseting windows 10 on my thinkpad lenovo yoga s1 laptop it worked for couple of days then suddenly it didn't it gives sometimes in the device manager that the device is not connected or that the windows can't load the driver. I tried the solution of downloading the latest driver manually and uninstalling the existing one and replacing with the new one it works for one time then it doesn't again. I tried also reseting the network from system settings it works for one day or so then it falls again so i repeat the last solution it comes back for a day or so and so on. So what would be the permanent solution? Is it a hardware issue, i mean the network card is damaged or not installed correctly? Is there another alternate driver than the Ac 7260 that would be compatible? Thanks

DStri
Beginner
4,502 Views

Hi minawahba,

Out of interest are you seeing the same event sequence in the event log as me.

The failure is very intermittent, I would usually experience about one device disablement a day. The event sequence seems to indicate the driver tries to recover the device 6 times after which it gives up.

It has failed in the same way at both my home and my workplace, so it is a low probability that it has anything to do with external network equipment.

Anyway in my case, I have purchased a Netgear A6100 USB wireless adapter and disabled the internal one and all is well.

It's just too difficult to diagnose an issue that is so intermittent, one random failure a day is not much to go on.

Dave

idata
Community Manager
4,502 Views

Hello minawahba,

 

 

Please confirm that you applied the actions previously recommended:

 

 

- Toggle Off/On the option to "Allow the computer to turn off this device to save power"

 

- Go to the Advanced Settings of your Power Plan and set the Wireless Adapter for "Maximum Performance".

 

- Confirm with the http://www.intel.com/content/www/us/en/support/topics/OEMs.html Computer Manufacturer Support that the computer BIOS is up to date.

 

 

If the issue persists at this point and you would like us to provide further assistance, please let us know the following information:

 

 

- https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Download Intel® System Support Utility. With the adapter working fine, run the tool and use it to create a report with all sections, on the next screen, Save the report to a file. Then use the Advanced editor options to add the resulting XML file to your post as an attachment.

 

 

- Windows System event log, make note of the time when the issue was noticed.

 

 

1. Clear the Windows System Event log.

 

2. Reproduce the adapter issue.

 

3. Save System Event Log and attach the file to this thread.

 

 

- Confirm the Status of the adapter when the problem happens. This can be a screenshot of how the network adapter is shown in Windows* Device Manager (properties general tab).

 

 

- Access point model number and firmware version.

 

 

Regards,

 

Jonathan.
mwahb
Beginner
4,502 Views

Hi Jonathan,

Thanks for your detailed reply i updated the bios and installed the latest driver and still same error comes

i followed your procedure and here are the results attached. Concerning the driver at the device manager it sometimes gives cannot load driver and sometimes gives driver not connected. Looking forward for your reply thanks.

Regards,

Mina

idata
Community Manager
4,502 Views

Hello Mina,

 

 

For troubleshooting, try disabling your firewall and antivirus temporarily, also, remove any application related to virtualization, network monitoring or other that may be affecting the way the wireless driver behaves.

 

 

Also, consider the options to reset the network configuration as mentioned in the following Microsoft* advisory:

 

 

https://support.microsoft.com/en-us/help/10741/windows-10-fix-network-connection-issues

 

Note: This link is being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.

 

 

For further assistance, please provide the following information:

 

 

- Access Point router model and firmware version.

 

- When the issue happens, please go to Device Manager, open the adapter's properties, in the General Tab and provide a screenshot of this window.

 

 

Regards,

 

Jonathan.
idata
Community Manager
4,502 Views

Hello Mina,

 

 

We haven't seen any updates for this thread recently. Feel free to contact us if you require further assistance.

 

 

Regards,

 

Jonathan.
MDole1
Beginner
4,502 Views

I have the exact same model of laptop as the original poster and am experiencing the exact same sequence of events. I am running Windows 10 with automatic updates. I have tried the most recent ProSet drivers as well as the OEM version, neither fixes the problem.

I can also add that the problem only seems to occur when connected to an AC 5GHz connection. The problem started suddenly a few weeks back, perhaps it was a recent automatic update, but drivers do not seem to solve it. If I still to a 2.4ghz connection, the problem never occurs. However with an AC connection, after some period of time, the following will occur:

The network interface "Intel(R) Dual Band Wireless-AC 7260" 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.

It can only be resolved by rebooting. For the record I have had the same router in the house for over a year (Google OnHub), and it has worked up until recently. Granted, the OnHub is also an auto updating router. That said, if I connect directly to the 5ghz connection built into the ISP modem, eventually the problem will occur. Sticking to 2.4ghz, or changing the adapter to only use b/g connections, makes it rock solid, but obviously limits the card.

Again, everything was fine until a few weeks back.

HRuan1
Beginner
4,502 Views

A quick action for manually resetting it is to click on the WIFI icon, select Network Settings. There turn off WIFI. After it's completely off, turn it back on again. It's working for me at least. But it's really annoying since I occasionally need to remotely access my desktop.

MDole1
Beginner
4,502 Views

This does not work for me, I have to do a full reset to get it back.

BChin4
Beginner
1,202 Views

I believe this to be the real underlining issue. AC-7265 works flawlessly on the 2.4xGHZ. It continues to report high throughput, 144Mbps and roaming perfect. Only issue our environment requires clinical devices to be on 5.2xGHz. What is the fix to get 5.2xGHz working? My environment uses 9 RF Channels in the 5.2xGHz band and only 3 RF Channels in the 2.4GHz band.

I've seen and read these post for over 1yr.

idata
Community Manager
1,202 Views

Hello Gateway001,

 

 

We noticed that you support an enterprise environment and the issue you report is different from the original one reported in this thread.

 

 

As you know, there are different things that affect wireless connectivity and different actions that can be applied for that.

 

In order to obtain personalized assistance we advise you to http://www.intel.com/content/www/us/en/support/contact-support.html Contact Support, and one of our agents will be glad to assist you.

 

 

Regards,

 

Jonathan B.
HRuan1
Beginner
4,502 Views

There seem like to be a outburst of such problems. My desktop started doing the same while my laptop also using AC7260 is currently not affected.

Every time it started resetting there will be events like this:

The description for Event ID 5010 from source NETwNb64 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\NDMP5

Intel(R) Dual Band Wireless-AC 7260

The specified resource type cannot be found in the image file

And the event data looks like this:

EventData

\Device\NDMP5Intel(R) Dual Band Wireless-AC 726000000800020038000000000092130060000000000000000000000000000000000000000000000000574452568E030000

Binary data:

In Words

0000: 00080000 00380002 00000000 60001392

 

0010: 00000000 00000000 00000000 00000000

 

0020: 00000000 00000000 56524457 0000038E

In Bytes

0000: 00 00 08 00 02 00 38 00 ......8.

 

0008: 00 00 00 00 92 13 00 60 ......`

 

0010: 00 00 00 00 00 00 00 00 ........

 

0018: 00 00 00 00 00 00 00 00 ........

 

0020: 00 00 00 00 00 00 00 00 ........

 

0028: 57 44 52 56 8E 03 00 00 WDRV...

Tried new/fresh driver, sfc/scannow, turning off the "Allow system to turn this device off to save power". None of them worked so far.

So I may guess there is a compatibility issue with one of the recent windows updates. It appears with a slight chance.

idata
Community Manager
4,502 Views

Hello,

 

 

We are sorry to hear you are experiencing issues with your wireless adapter. For better assistance, we would require the logs and details that we had requested to other users in this thread:

 

 

- Logs from https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility Intel® System Support Utility. If possible get one log when the system is working, and then another when the issue occurs.

 

 

- Windows System event log. Remember to clear the logs first, reproduce the issue, then save the Event log.

 

 

- Access Point router model and firmware version.

 

 

- Picture/screenshot of the adapter's properties, in the General Tab at the time the issue happens. This is found in Device Manager.

 

 

Regards,

 

Jonathan.
MDole1
Beginner
4,502 Views

Attached is the event log. It occurred twice, once when coming back from a low power state, then I rebooted and it happened while I was putting together a response email!

The router is a Google OnHub, auto updated, currently at 8872.40.14

Again, if I stick to 2.4ghz and non-AC connections everything works fine.

It does not appear to be an isolated problem, always Windows 10 and the 7260 chipset, for example:

https://answers.microsoft.com/en-us/windows/forum/windows_10-networking/wifi-problem/069c7708-e5af-4... Wifi problem - Microsoft Community

NMedv
Beginner
4,502 Views

Any chance you've got a Throughput Booster enabled (Advanced tab of driver settings)?

With this option enabled I can't finish copying a 2 GB file from NAS to laptop (at 60mb/s, while laptop->NAS is always fine with ~same speed) without the same error (breaking transfer in the middle, of course).

If anyone from Intel is interested this issue (with throughput booster) is easily reproducible for me, just let me know.

ac7260, HP envy 17, i7-4700mq, tp-link archer C7 (with openwrt).

DStri
Beginner
4,502 Views

I have split wireless ssid's at home, one for 2.4 GHz and one for 5 Ghz.

I tested out 2.4 Ghz at home and can confirm, like you, that there is no problem. I therefore only get the problem on 5 GHz.

At work I am kind of forced into using 5 GHz as the 2.4 GHz bands are fully contended in our shared office environment.

Hence I am forced to use an alternative Netgear A6100 USB wireless adapter.

I have also tried various power management options but with the same failure.

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