Re: Wifi issue with AC 7260

KWall1 · ‎05-20-2018

Hi all, I was hoping I might find a solution other than buying a new wireless adapter. I am currently unable to detect a wireless signal, and the wifi LED is off- however, the Bluetooth works fine.

I'm running Windows 10 64 bit, and I have a MSI Z170A Gaming Pro motherboard. Both are up to date.

I'm not terribly computer savvy, but I've tried the following without success:

I have uninstalled, restarted my pc, and installed the current driver. (20.50.0)
I have uninstalled the current driver and tried a couple older versions to no avail.
I can see the adapter in Device Manager, and when I try to troubleshoot through Windows I receive a " This device is not configured correctly. (Code 1) Driver is not intended for this platform." message.
I have removed the card itself from the PCI slot and into another slot. Nothing changed.
In the Event Viewer, there is a message saying "The device could not be migrated."

I cannot tell if anything truly triggered this or not: I simply booted my pc up a couple weeks ago and wasn't able to connect.

Thanks,

-Kayla.

idata · ‎05-21-2018

Hello snappyluxe,

We understand you're having issues with the Wi-Fi module in your Intel® Dual Band Wireless-AC 7260, resulting in an Error Code 1 in Device Manager.

Considering the extend of troubleshooting already performed, it's possible that your adapter may be failing. While both Bluetooth® and WiFi are integrated on the same adapter, these two modules work and can experience individual issues.

In order to better assist you, we would like some more information. Please share a picture of the label of your adapter, as well as a report from the Intel® System Support Utility.

1. Download the latest https://downloadcenter.intel.com/download/25293 Intel® SSU

2. While connected to your WiFi network, run the scan for "everything."

3. Save and name the report.

We look forward to hearing back from you.

Best regards,

Carlos A.

idata · ‎05-31-2018

Hello snappyluxe,

We haven't heard back from you in a while. Please let us know if your issue has been resolved.

Best regards,

Carlos A.

KModi · ‎08-14-2018

I'm having the same issue with the same card. Bluetooth is working but the Wifi keeps failing. By failing I mean it connects then it stops working while saying it's connected then it disconnects and the available wifi list is empty. I have to delete the network card from device manager and readd it. It works for a few seconds and it's rinse and repeat. I tried an old Wireless N USB adapter and it's working fine. Does this mean the wifi portion of the 7260HMW is done?

ChrisC_Intel · ‎08-14-2018

Hi Kiran,

Try to going to Device Manager, Properties, Advanced settings and set Roaming Aggressiveness to "Lowest".

-Chris

KModi · ‎08-14-2018

I have it set to lowest now and it has not disconnected yet. I'll give it 24-48 hours before considering this solved.

Why is is this an issue all of a sudden anyway?

KModi · ‎08-14-2018

chris-intel Lasted two hours. Lost connectivity and the available WiFi list is blank again.

idata · ‎08-16-2018

Hello, DontLookNow. Allow me to help you with this issue.

Let us try the following:

Please uninstall the Intel® Dual Band Wireless-AC 7260 from the device manager and restart the system. After that, please test the connectivity; if it fails please continue with the steps below.
Please install the 20.70.0 (click https://downloadcenter.intel.com/download/28009/Intel-Wireless-Bluetooth-for-Windows-10?product=75439 here to download) drivers by following this guide: https://www.intel.com/content/www/us/en/support/articles/000005600/network-and-i-o/wireless-networking.html https://www.intel.com/content/www/us/en/support/articles/000005600/network-and-i-o/wireless-networking.html. Once the drivers are installed, please set up the adapter settings as this article shows: https://www.intel.com/content/www/us/en/support/articles/000024678/network-and-i-o/wireless-networking.html https://www.intel.com/content/www/us/en/support/articles/000024678/network-and-i-o/wireless-networking.html

Please let us know how it goes.

Antony S.

KModi · ‎08-16-2018

Alright, just did everything to a tee with deleting and updating the v20 Bluetooth drivers as linked and looking at the Device Manger settings. Nothing worked. It connects to the Wifi, shows connected but doesn't work (can't surf). After a few seconds all other available Wifi disappear and mine is left showing connected. After a few more seconds mine is dropped and the available list is empty it goes to the icon for no network card with a red "x". Windows 10 says to install a Wifi card when I run the diagnosis which seems weird because the device manager says the card is running properly.

idata · ‎08-20-2018

Hello, DontLookNow. Thank you for your response.

Can you please share with us an Event Viewer log? In order to generate it, please follow this guide: https://technet.microsoft.com/en-us/library/aa997769 https://technet.microsoft.com/en-us/library/aa997769

Antony S.

KModi · ‎08-21-2018

Which part of the Application tree in the Event Viewer would you like? There looks to > 100-branches under Application->Microsoft. There are only events for Microsoft Applications, Powershell, and Persona-Digital, other then that I have to expand each branch under Microsoft and most of them say "0" events. PowerShell has the most at > 2000.

Even responding to this message the Wifi quit and I had to re-insert the USB adapter. When I do re-enable the AC7260 network entry in the Device Manager my Bluetooth mouse starts to be choppy. I disable the entry after it quits working and the mouse is smooth again.

idata · ‎08-21-2018

Hello, DontLookNow.

I will need all the Application logs.

Antony S.

KModi · ‎08-21-2018

Sent a private message with a Dropbox link to download the files.

1. Application event log export from time I logged in to when it quit

2. Security event log in case you needed those

In the application log it does show some event where within a minute of logging in the internet can not be accessed.

idata · ‎08-22-2018

Hello, DontLookNow.

I have sent you a private message to get the Dropbox link. Please check your inbox.,

Antony S.

KModi · ‎08-23-2018

Sent.

idata · ‎08-27-2018

Hello, DontLookNow. Thank you for your patience.

I am currently investigating into your case with the information you shared. In this case, for me to have more information of your system and provide you with better information please share with me the .txt file that the https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 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.

In addition, please share with me the System Event logs. You can send me the logs via private message as well.

Antony S.

KModi · ‎08-27-2018

Placed in same dropbox folder called "SSU_Log.txt"

idata · ‎08-28-2018

Hi DontLookNow,

Can you provide us the system event log file as well?

KModi · ‎08-29-2018

Upload to same dropbox folder but in a subfolder called "20180829". I included both the event viewer (in evtx and txt formats) and new SSU file.

idata · ‎08-29-2018

Hello, DontLookNow.

In order to continue our research, please try the following:

Try with a clean Windows 10* installation and then install the latest drivers for your wireless adapter.
Double check with DELL* Support if there is a firmware update that you can perform for your system.

Antony S.

KModi · ‎08-29-2018

Antony,

Thank you for your help but you can call this issued closed because I will not be doing a clean install of Windows 10 for what seems to be a faulty card. I checked my firmware and it is up-to-date as per Dell support site. All drivers are good and software functioning. The new Asus USB-AC53 Nano adapter is working with no issues so we will continue to use it for now.

Again thank you for you assistance.