Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
635 Views

Intel wifi driver 21.50.1.1 for Intel Wireless-AC 9560 160MHz wakes laptop from sleep every few minutes

I have the same problem as previously reported in https://forums.intel.com/s/question/0D50P00004CbNpCSAV/intel-201100-wifi-driver-spams-windows-logs-w... on a Dell Latitude 5300 with Windows 10 Home and Intel Wireless-AC 9560 160MHz. The laptop wakes from sleep every few minutes and drains the battery significantly. The event log is flooded with

7025 - Dump after return from D3 before cmd 

7026 - Dump after return from D3 after cmd

The problem is solved after I uninstall the driver provided by Intel and use the Windows built-in driver instead, but Windows Update automatically installs the new Intel driver and the problem returns. I have tried installing different versions of the Intel driver from the Intel website and various sources, but none of them solves the problem.

In addition, it's not just the wifi driver that's waking computer up from sleep, the Ethernet driver e1dexpress is doing that too. The Windows event viewer reports every few seconds an event ID 27 with contents similar to "Intel(R) Ethernet Connection (6) I219-V The network is disconnected" (I translated this from Chinese so I don't know what the exact original English message is).

Please find a way to solve this. Thank you!

0 Kudos
7 Replies
Highlighted
Moderator
276 Views

User15827697198886619300, Thank you for posting in the Intel® Communities Support.

 

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

What is the model of the motherboard?

If this is a laptop, what is the model of it?

Is this a new computer?

Was it working fine before?

Did you make any recent hardware/software changes?

The wireless card, did you purchased it separately or did it came installed in the computer?

When did the issue start?

Which Windows* version are you using?

Did you check with your Internet service provider to make sure the Internet is working properly?

Does the problem happen at home or work environment?

 

Any questions, please let me know.

 

Regards,

Alberto R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

 

0 Kudos
Highlighted
276 Views

The device is a Dell Latitude 5300 laptop with a Intel Core i5 8265U CPU. I purchased this computer in September 2019, and this issue started since I started using it. All hardware are the original ones installed on the computer, including the wireless card. I'm using Windows 10 Home preinstalled on the computer, upgraded from version 1903 to 1909 last November. The Internet is working properly and the problem happens whenever I put the computer to sleep.

0 Kudos
Highlighted
Moderator
276 Views

User15827697198886619300, Thank you very much for providing that information.

 

In this case, since the problem happened since day 1, we recommend first, to make sure the latest BIOS version is installed, I looked in Dell's web site and the latest BIOS version is 1.8.1, 1.8.1, it also says 'Urgent":

https://www.dell.com/support/home/us/en/04/drivers/driversdetails?driverid=fp3v9&oscode=wt64a&produc...

 

I can see also on their web site that there are different Wireless drivers available for this platform, there is a driver for Qualcomm as well, some of them say 'Urgent" too, so, in this case, we suggest to get in contact directly with Dell to verify what are the proper drivers for your system and also to confirm why it says "Urgent" in the BIOS and in the drivers, the problem could be related to hardware as well and the best thing to do is to get in contact directly with them for further assistance on this matter:

https://www.dell.com/support/home/us/en/04/product-support/product/latitude-13-5300-laptop/drivers

https://www.dell.com/support/home/us/en/04

 

Regards,

 

Albert R.

Intel Customer Support Technician

0 Kudos
Highlighted
276 Views

I am already in contact with Dell support and they have already recommended driver updates. The BIOS and all of my drivers are up-to-date using Dell's built-in update mechanism. The problem still persists.

I would really appreciate it if you could explain the meaning of "7025 - Dump after return from D3 before cmd" and "7026 - Dump after return from D3 after cmd" messages or point me to relevant documentation (which I wasn't able to find on the Internet) so maybe I can do a little debugging myself.

0 Kudos
Highlighted
Moderator
276 Views

Hello User15827697198886619300, Thank you very much for providing those updates.

 

I was looking into Dell's web site for similar reports about this topic but there was no information in reference to this scenario.

 

Regarding your question about the meaning of "7025 - Dump after return from D3 before cmd" and "7026 - Dump after return from D3 after cmd" messages, since it is a Windows error the best thing to do will be to get in contact with Microsoft directly for them to provide those details:

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

 

Now, what we can try is to uninstall the Intel® Graphics driver and install the Microsoft inbox driver following the instructions in the link below, the reason for this is to confirm if the problem only happens when the Intel® driver is installed. The Microsoft inbox driver does not have all the functionalities the Intel® driver has, so we want to verify if that makes a difference in reference to the error message showing:

https://www.intel.com/content/www/us/en/support/articles/000005756/network-and-i-o/wireless-networki...

 

Also, after backing up all the information on your computer, we suggest to try a system restore and to get in contact directly with Dell to reset the laptop to factory defaults:

https://support.microsoft.com/en-us/help/12415/windows-10-recovery-options

 

Once you get the chance please let us know the results since the problem could be related to the Intel® Wireless-AC 9560 card itself.

 

Any questions, please let me know.

 

Regards,

 

Albert R.

Intel Customer Support Technician

0 Kudos
Highlighted
Moderator
276 Views

Hello User15827697198886619300, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

 

Regards,

 

Albert R.

Intel Customer Support Technician

0 Kudos
Highlighted
Moderator
276 Views

Hello User15827697198886619300, Since I have not heard back from you, we are closing the case, but if you have any additional questions, just reply back or post a new question.

 

Regards,

 

Albert R.

Intel Customer Support Technician

0 Kudos