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Hello Kuprys,
Thank you for posting on the Intel® communities. I understand you are having issues with your Intel® Wireless-AC 9560.
In order to better assist you, please provide the following:
1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.
- Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html
- Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
- To save your scan, click Next and click Save.
2. What is the brand and model name of your router?
3. Is this the original adapter that came pre-installed on your computer or did you change/install the adapter to this one?
4. When did the issue start?
5. Can you confirm the error that you had at the device manager (code 10, code 43)?
6. Have you checked with MSI about this issue?
Best regards,
Deivid A.
Intel Customer Support Technician
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Attached is the scan report. Thanks for your help.
Donna
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Hello Kuprys,
After checking your thread, I would like to know if you need further assistance.
If so, please let me know.
Regards,
Deivid A.
Intel Customer Support Technician
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Hi Deivid,
Thanks for the reply! Sorry, I only managed to get back now, things have been busy here.
To answer your questions:
I have the analysis file made, is it possible to send it to you through private message or email?
My router is a TP-Link AC750 Archer C2. I doubt the issue lies there, we've had it for years and it has never had an issue and even recently has not been an issue for any device on our network.
This is the original adapter that came with the system, yes.
The issue seems to have started around Sunday last week, right around when I installed Valykria Chronicles 4 (which has Denuvo DRM) and seems to be most affected when I play that game.
The error code is 43.
I have not checked with MSI, I do not have a warranty with them anymore as the laptop is a number of years already and they're incredibly slow to fix anything so I'm not inclined to go to them for assistance that I could perform myself.
Finally, on Tuesday I opened up my laptop. As said, I don't have a warranty, it doesn't make a difference and cleaned out the dust. In the process, I removed the AC9560 from its socket and cleaned the contacts with some God-blessed contact cleaner before putting it back in. I'm still getting stutters here and there, and there has been a moment when it did cut off from the internet (only when playing Valkyria Chronicles 4 which has Denuvo DRM, I am considering that that is not a coincidence). But for the most part, it works, not exactly stably, but I do have a WiFi connection or it returns soon after.
I believe that this is a hardware issue, and I have ordered from Amazon a replacement AC9560 that I can install myself if it is a hardware issue, but I will await your advice.
Thank you very much, and apologies for the long-windedness of the message!
Kuprys
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Hello Kuprys,
I do appreciate all the information provided. To collect the reports from the Intel® System Support Utility (Intel® SSU), I will send you an e-mail to the e-mail address associated with your community profile.
Also, just to confirm, does the issue persist if you uninstall the game?
Best regards,
Deivid A.
Intel Customer Support Technician
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Hi Deivid,
Many thanks again for the help! I've uninstalled it there and run the SSU, though it's still giving me plenty of "Intel(R) Wireless-AC 9560 160MHz : Has determined that the network adapter is not functioning properly." in the system messages.
Indeed, my suspicion grows that it is a hardware issue.
I shall await your email, many many thanks!
All the best,
Kuprys
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Hello Kuprys,
Thanks for the response. I have sent you the email so you can send the report from the Intel® System Support Utility (Intel® SSU), it was sent to the e-mail address associated with your community profile.
Also, can you provide me with some pictures of the error that you are getting?
@dna , thanks for your report. Feel free to try the steps from this thread or you can open a new thread so you can get proper support.
Regards,
Deivid A.
Intel Customer Support Technician
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Hello Kuprys,
Were you able to check the previous post and get the information requested? Please let me know if you need more assistance.
Regards,
Deivid A.
Intel Customer Support Technician
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Hello Kuprys,
We have not heard back from you, so we will close this inquiry. If you need further assistance or if you have additional questions, please create a new thread and we will gladly assist you.
Regards,
Deivid A.
Intel Customer Support Technician
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