Wifi is not working on ubuntu

[rbcorrea]

Hello, I received a laptop from the company where I started to work, and the laptop is a Dell XPS 9320. That laptop was working very well, with no problems with Wifi.

Suddenly, the wifi stopped working. I don't know why, so this is the main reason I'm here asking for help.

Ubuntu says there is no wireless adapter available. Here are some information.

lsb_release -a

No LSB modules are available.
Distributor ID:	Ubuntu
Description:	Ubuntu 22.04.3 LTS
Release:	22.04
Codename:	jammy

uname -a

Linux xxxxxx 6.1.0-1023-oem #23-Ubuntu SMP PREEMPT_DYNAMIC Fri Sep 15 13:56:50 UTC 2023 x86_64 x86_64 x86_64 GNU/Linux

rfkill list

0: hci0: Bluetooth
	Soft blocked: no
	Hard blocked: no

modinfo iwlwifi

attached in the post as modinfo_iwlwifi-output.txt

lsmod | grep iwlwifi

iwlwifi_compat         16384  0

lshw -C network

 *-network UNCLAIMED       
       description: Network controller
       product: Intel Corporation
       vendor: Intel Corporation
       physical id: 14.3
       bus info: pci@0000:00:14.3
       version: 01
       width: 64 bits
       clock: 33MHz
       capabilities: pm msi pciexpress msix cap_list
       configuration: latency=0
       resources: iomemory:600-5ff memory:60402e4000-60402e7fff
  *-network
       description: Ethernet interface
       physical id: 18
       bus info: usb@2:3.2
       logical name: enx34298f74f37a
       serial: 34:29:8f:74:f3:7a
       size: 1Gbit/s
       capacity: 1Gbit/s
       capabilities: ethernet physical tp mii 10bt 10bt-fd 100bt 100bt-fd 1000bt 1000bt-fd autonegotiation
       configuration: autonegotiation=on broadcast=yes driver=r8152 driverversion=v1.12.13 duplex=full firmware=rtl8153a-4 v2 02/07/20 ip=192.168.210.124 link=yes multicast=yes port=MII speed=1Gbit/s

dmseg

attached in the post as dmseg-output.txt

dmseg | grep iwlwifi

[    4.246431] Loading modules backported from iwlwifi
[    4.246433] iwlwifi-stack-public:master:9904:0e80336f
[    4.293060] Modules linked in: hid_sensor_iio_common spi_nor(+) dell_wmi_sysman(+) processor_thermal_mbox dcdbas syscopyarea intel_cstate(+) cfg80211(O+) serio_raw ecdh_generic snd firmware_attributes_class joydev(+) intel_ipu6_psys(O) sysfillrect processor_thermal_rapl input_leds(+) ledtrig_audio ecc wmi_bmof dell_wmi_descriptor ljca(O) mtd soundcore 8250_dw(+) mei_me industrialio iwlwifi_compat(O) intel_skl_int3472_tps68470 hid_multitouch(+) ov01a10(O) sysimgblt intel_rapl_common intel_ipu6(O) intel_vsec mac_hid tps68470_regulator mei_csi(O) clk_tps68470 mei_vsc(O) mei_ace(O) intel_vsc(O) mei v4l2_fwnode int3400_thermal int3403_thermal intel_hid v4l2_async intel_skl_int3472_discrete acpi_thermal_rel int340x_thermal_zone sparse_keymap acpi_pad acpi_tad sch_fq_codel v4l2loopback(O) videodev mc msr parport_pc ppdev lp drm parport efi_pstore ip_tables x_tables autofs4 usbhid r8153_ecm cdc_ether usbnet r8152 mii uas usb_storage hid_sensor_custom hid_sensor_hub intel_ishtp_hid nvme

lspci -nnk

attached in the post as lspci-output.txt

lspci -nnk | grep -iA2 net

0000:00:14.3 Network controller [0280]: Intel Corporation Device [8086:51f1] (rev 01)
	Subsystem: Intel Corporation Device [8086:4090]
	Kernel modules: iwlwifi

Any ideas?

[DeividA_Intel]

Hello rbcorrea,   

Thank you for posting on the Intel® communities. I realize how complicated is this situation for you, especially when you have work to do.

To be able to investigate this behavior, I would like to check the following:

1. What is the brand and model name of your wireless adapter?

2. Is this the original adapter that came pre-installed on your computer or did you change/install the adapter to this one? 

3. Is the Bluetooth working?  

4. Have you performed any changes to the BIOS?

5. 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/18895/26735/intel-system-support-utility-for-the-linux-operating-system.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.  

Regards,  

Deivid A.  

Intel Customer Support Technician 

[rbcorrea]

1. It is a Dell XPS 13 Plus 9320, and the Wi-Fi adapter, I'm unsure, but it is probably the Intel AX211

2. It is the original ( I received this laptop one month ago; Previously the wifi was working usually)

3. Yes, it is

4. No, and I checked inside the BIOS config. Wi-Fi and Bluetooth are enabled.

5. When running the Intel ssu.sh the following output was returned to me

➜  ssu_3.0.0.2_tar (1) sudo ./ssu.sh -o=All_Information.txt
This product is not supported on this operating system.
     Would you like to try to scan? (y/n)
y

See the ssu output attached as All_information.txt

[OryBand · Accepted solution]

I also have an XPS 9320 1360P and can confirm I have the exact same issue. Temporarily resolved by downgrading kernel to 6.0.0-1021-oem , which was the most recent one available to on my machine right after 6.1.0-1023-oem

[rbcorrea]

You made it. I rebooted my Dell and selected inside the grub the kernel you mentioned. Now the wifi is working. I only need to discover how to make this kernel default on boot. Thanks.

[OryBand]

Upgrading to most recent kernel version fixes the issue as well, so no need to downgrade anymore:

# uname -a
Linux roach 6.1.0-1024-oem #24-Ubuntu SMP PREEMPT_DYNAMIC Wed Oct 4 10:18:09 UTC 2023 x86_64 x86_64 x86_64 GNU/Linux

[OryBand]

Issue has resurfaced as of kernel 6.5.0-1018-oem

Quite frustrating, such an expensive laptop and the camera isn't working every other kernel update. I don't have the time to invest again in finding out which kernel version this started again.

[OryBand]

Please ignore my last message. It is about a different hardware issue with the laptop, which is the camera, not the wifi. i don't have permissions to delete my own messages here.

[rbcorrea]

When I was having a problem with wifi, the webcam was not working anymore, however, I discovered that if you turn off the wayland `sudo gedit /etc/gdm3/custom.conf`, then turn off `WaylandEnable=true`, with this my webcam started to work.

Today I'm not facing the wifi problem anymore.

[DeividA_Intel]

Hello rbcorrea, 

Thank you for the information provided 

I will proceed to check the issue internally and post back soon with more details. 

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[DeividA_Intel]

Hello rbcorrea, 

Thanks for your patience. I would like to let you know that this specific kernel 6.1.0-1023-oem appears to be problematic with the Intel WiFi driver. This kernel is supposed to be maintained by Dell if the laptop XPS 9320 came with the pre-installed OEM (Original Equipment Manufacturer) kernel on Ubuntu. 

I strongly recommend you get in contact with Dell to get further support related to this issue. However, you can try this as an additional troubleshooting.

1. Load the branch "remotes/origin/release/core81" from the https://git.kernel.org/pub/scm/linux/kernel/git/iwlwifi/backport-iwlwifi.git/, and switch to the branch 

2. Contact Dell support for how to use iwlwifi/iwlmvm driver in the native v6.1 kernel, not the backport-iwlwifi drivers.

3. Downgrade the OEM kernel to the previous version to check the Intel WiFi would be operational.  

Please keep in mind that this thread will no longer be monitored by Intel.  

Regards,  

Deivid A.  

Intel Customer Support Technician