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Dinta
Beginner
1,652 Views

Why can't I access internet?

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I can't access the internet on my laptop (tried both Firefox and Edge). Microsoft trouble shooter didn't see any problem, so I looked at the Event Viewer. I found this warning for Event ID 10400: "The network interface 'Intel(R) Dual Band Wireless-AC 3160' has begun resetting. There will be a momentary disruption ... Reason: The network drive requested that it be reset. This network interface has reset 1922 time(s) since it was last initialized" (which was about 1 1/2 hrs ago -- it is resetting about every 5 seconds)

Is this the reason I can't get on the internet or the result of some other reason? If it's the reason, what do I do about it?

I'd appreciate any guidance you can give me.

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1 Solution
Diego_S_Intel
Employee
184 Views
Hello Dinta, Thank you for your response. Based on the brief description on the issue, you might be experiencing driver issues in our Dell* laptop. Your computer manufacturer might have customized drivers and software to enable or alter features, or provide improved operation on your computer. Contacting the manufacturer for the latest updates and technical support information is the recommended step whenever this issues happen. However, something that noticed while taking a look at your report, is that your Wireless drivers are not fully up to date. Please update Your Wi-Fi Adapter Driver and Intel® PROSet/Wireless Software following these steps: https://www.intel.com/content/www/us/en/support/articles/000005478/network-and-i-o/wireless-networki... Here, you will find the latest downloads: https://downloadcenter.intel.com/download/28503/Intel-PROSet-Wireless-Software-and-Drivers-for-Windo... Please update the drivers and let us know the results. In addition, please check our Recommended Settings for 802.11ac Connectivity: https://www.intel.com/content/www/us/en/support/articles/000024678/network-and-i-o/wireless-networki... I hope to hear from you soon. Diego S. Intel (R) Customer Support Technician Under Contract to Intel (R) Corporation

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7 Replies
Dinta
Beginner
184 Views

Well, after two days of having this problem, I suddenly can access the internet on my laptop again! Why? I don't know. I'd delete my question, but I can't see how. Sorry.

Diego_S_Intel
Employee
184 Views
Hello Dinta, Thank you for posting in our Intel® community. I understand that you were experimenting internet connection issues, and I am very glad to hear that somehow those got fixed. I am still interested on helping you find the issue and avoid it to happen again. In order for me to assist you better, please provide me with the .txt file that the System Support Utility will generate. To attach a file, you must click the “Attach” option on the bottom right-hand corner of the response box. Here is the link: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- Also please take a look to our Recommended Settings for 802.11ac Connectivity: https://www.intel.com/content/www/us/en/support/articles/000024678/network-and-i-o/wireless-networki... Was your issue present in multiple network? I hope to hear from you soon. Diego S. Intel (R) Customer Support Technician Under Contract to Intel (R) Corporation
Dinta
Beginner
184 Views

Thank you, Diego S. for your reply. I apologize for not responding sooner - I hadn't expected a reply so I hadn't checked that email account. Also, you should know I am probably in the bottom 5% with respect to understanding computers.

 

The internet access problem continued to occur sporadically. At some point I was told to download two updates (I think this was when I ran Support Assist): one "urgent" one; the other, a recommended one re the Intel(R) Dual Band Wireless. I didn't write anything down, but I remember there being a message to close all open apps and a warning to not shut down in the middle or my system might become inoperable. I did not have any apps open and I left the computer on, but both updates "failed". I assumed at the time that it had to do with not being able to connect to the internet.

 

Since then, it has become more and more difficult to connect the laptop to the internet even though the computer screen and the Microsoft trouble shooter both confirm an internet connection and I have no trouble using other devices in the room.

 

Tonight, I was unable to connect to the internet until, interestingly, I entered the System Support Utility link you sent me. I tried attaching the .txt file, and it looks like it's attached, but the following message popped up so I'm not positive that the attachment worked:

ICS_FeedComment_Trigger: execution of AfterInsert caused by: System.DmlException: Update failed. First exception on row 0 with id 5000P00000lHvxmQAC; first error: UNABLE_TO_LOCK_ROW, unable to obtain exclusive access to this record or 1 records: 5000P00000lHvxmQAC: [] Class.ICS_FeedComment_Handler.feedCommentUpdatecaseStatusHandler: line 327, column 1 Trigger.ICS_FeedComment_Trigger: line 48, column 1

 

Thank you for your help.

 

Diego_S_Intel
Employee
185 Views
Hello Dinta, Thank you for your response. Based on the brief description on the issue, you might be experiencing driver issues in our Dell* laptop. Your computer manufacturer might have customized drivers and software to enable or alter features, or provide improved operation on your computer. Contacting the manufacturer for the latest updates and technical support information is the recommended step whenever this issues happen. However, something that noticed while taking a look at your report, is that your Wireless drivers are not fully up to date. Please update Your Wi-Fi Adapter Driver and Intel® PROSet/Wireless Software following these steps: https://www.intel.com/content/www/us/en/support/articles/000005478/network-and-i-o/wireless-networki... Here, you will find the latest downloads: https://downloadcenter.intel.com/download/28503/Intel-PROSet-Wireless-Software-and-Drivers-for-Windo... Please update the drivers and let us know the results. In addition, please check our Recommended Settings for 802.11ac Connectivity: https://www.intel.com/content/www/us/en/support/articles/000024678/network-and-i-o/wireless-networki... I hope to hear from you soon. Diego S. Intel (R) Customer Support Technician Under Contract to Intel (R) Corporation

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Diego_S_Intel
Employee
184 Views
Hello Dinta, We just wanted to double check if you need further help. Please don’t hesitate on contacting us back. I hope to hear from you soon. Diego S. Intel (R) Customer Support Technician Under Contract to Intel (R) Corporation
Diego_S_Intel
Employee
184 Views
Hello Dinta, We just wanted to double check if you need further help. I hope to hear from you soon. Diego S. Intel (R) Customer Support Technician Under Contract to Intel (R) Corporation
Dinta
Beginner
184 Views

Hello Diego,

 

I'm sorry I didn't respond earlier. Since the connection problems were resolved, I didn't think to check back.

 

After I read your later messages today, I followed your links and successfully updated the wireless drivers and checked that Recommended Settings for 802.11ac Connectivity were correct (they were).

 

Thank you so much for all your help! I really appreciate it and apologize again for not following up sooner.

 

Dinta

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