Issues related to Intel® Wireless Adapters and technologies
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Latest driver for Intel Wireless-AC 9560 no longer connects to company wifi


I am an IT Administrator, and we are having issues connecting to our internal company wifi with any of the drivers newer than version We can connect to other wifi networks, but our internal immediately shows "Can't Connect". We require a certificate to connect. Everyone with the issue has the correct certificate installed on thier machine, and has no issues connecting when the driver is uninstalled and reinstalled with the version of the driver.


Everything looks ok, and nothing has changed in our network.

I installed and ran Wireshark....packets are not even sent. Wireshark is blank. I suspect it is internal, possibly with the driver?

Any suggestions on how to fix this? We have people working from home, but they need to come into the office sometimes and need to be able to use the internal company wifi in order to complete thier work. It is work they can't do on a wired connection or on a different wifi network.


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3 Replies

Hello Teaweasel

Thank you for posting on the Intel® communities.

In order to check this further, could you please provide the following information?

1- Are the Wireless Adapters the ones that came originally pre-installed on the computers by the manufacturer?

2- The other networks that you can connect to, are in home or office environment? Are they using standard 802.11 ac or ax? Please provide details?

3- Are other computers with different Intel Wireless cards working fine? (e.g. Intel® Wireless-AC 9462/9260/8265/8260 or Intel® Wi-Fi 6 AX201/AX200).

4- How many systems are affected by this behavior?

5- Are all the systems affected from the same manufacturer and model? Please provide the following regarding the systems affected:

  • Brand and full models:
  • Operating system full version and build number:
  • Wifi driver versions tested:

6- Please provide more details about the type of certificate that you are using and any other security protocol on your network/environment:

7- Please check the following options and provide the information for the ones applicable in your environment:

Wireless security method:

  • Encryption Type (Open, RC4, TKIP, AES):
  • 802.1X authentication type (WEP, TKIP, CCMP): 
  • Key Management Type (PEAP, EAP-FAST)

WiFi network environment:

  • Using Wireless mesh?
  • Router/Access Point manufacturer, model, & SW version:
  • Wireless Frequencies in use (2.4 and/or 5 GHz):
  • 802.11n or 802.11ac enabled (None/HT(11n)/VHT(11ac)):  
  • Channel Width (20 MHz vs. 40 MHz) for 2.4 GHz?
  • Channel Width (20 MHz vs. 40 MHz vs. 80MHz) for 5 GHz?
  • SSID stealth mode (hidden or broadcast):

8- From one of the systems affected, please provide an Intel® System Support Utility (Intel® SSU) report:

  1. Download the Intel® SSU and save the application on your computer. https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
  2. Open the application 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".
  3. To save your scan, click Next and click Save.

Note: To upload and attach a file, use the "Drag and drop here or browse files to attach" dialog below the edit box.

Best regards,

Andrew G.

Intel Customer Support Technician


Hello Teaweasel

We are checking this thread and we would like to know if you need further assistance. If you have adidtional concerns, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician


Hello Teaweasel

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 being monitored. It has been a pleasure to assist you.

Best regards,

Andrew G.

Intel Customer Support Technician