Wireless AC 9560 Connection Issues on Ubuntu

[Giannis]

Hello,

I recently bought an M.2 Wireless AC+BT 9560 NGWG NV card and installed it successfully.

While it is recognized by my machine (Intel i7 8th Gen, 16GB DDR4, Ubuntu 20.04 LTS) and it can successfully detect that there is a WiFi adapter and a Bluetooth adapter, when I scan for either WiFi networks or bluetooth devices, both adapters return no results.

I tried a lot of different solutions before posting here, but could not find any that solves the problem. I checked that wireless adapters and bluetooth adapters are enables in the BIOS, checked that the latest firmware (based on Intel website) is present on my system, reinstall the network and the bluetooth manager, disabled and re-enabled the wifi driver, soft blocked and unblocked both adapters, checked for system updates or proprietary driver updates. I even tried to run a live instance of the same OS via a bootable USB and checked if this would solve the issue but without any luck.

When I list the network related hardware devices (# lshw -c network and # hwifo), the AC9560 adapter seems to be recognized and running. The kernel modules that are bound to each device are iwlwifi for the WLAN controller and btusb for the bluetooth device.

I am quite frustrated, as I have spent a couple of hours and could not find any solution. Any suggestions that you may have?

Thanks in advance,

Giannis

[Sebastian_M_Intel]

Hello ggiakoum, 

Thank you for posting on the Intel® communities.   

I would like to let you know that the installation or use of Intel® Wireless Adapters is subject to country-specific legal regulations. As each country may have different regulatory requirements, before you install/change a Wireless Adapter in a system, you must contact the system manufacturer (OEM) to determine if the Wireless Adapters you plan to install is approved for use in your system and country: https://www.intel.com/content/www/us/en/support/articles/000005687/network-and-i-o/wireless.html 

Based on the above, the problem can be an incompatibility issue between this Intel® Wireless-AC 9560 and your system. Did you check with the OEM if this wireless card is compatible?  

Additionally, please provide the following information: 

1. System Brand and model number. 
2. Kernel version.
3. Run the following command to the terminal and send us the outcome: lspci   
4. Run hciconfig –a and send us the outcome 
5. Run the following commands to check whether this is an iwlwifi issue: 

• modinfo iwlwifi  
• lsmod | grep iwlwifi   
• dmesg | grep iwlwifi      

Regards, 

Sebastian M  

Intel Customer Support Technician  

[Giannis]

Hi Sebastian,

thanks for your answer.

First of all, I have already verified (by using the provided OEM information) that my machine is compatible with this wireless card. It is a Dell Optiplex 7060 Micro Form Factor with a 2230 M.2 slot that explicitly supports this specific wireless card.

The kernel version is quite new (5.4.0-48-generic)

Below you can see the outcome of the lspci command (the newly-installed misbehaving wireless card entry is in bold):

00:00.0 Host bridge: Intel Corporation 8th Gen Core Processor Host Bridge/DRAM Registers (rev 07)
00:02.0 VGA compatible controller: Intel Corporation UHD Graphics 630 (Desktop)
00:08.0 System peripheral: Intel Corporation Xeon E3-1200 v5/v6 / E3-1500 v5 / 6th/7th/8th Gen Core Processor Gaussian Mixture Model
00:12.0 Signal processing controller: Intel Corporation Cannon Lake PCH Thermal Controller (rev 10)
00:14.0 USB controller: Intel Corporation Cannon Lake PCH USB 3.1 xHCI Host Controller (rev 10)
00:14.2 RAM memory: Intel Corporation Cannon Lake PCH Shared SRAM (rev 10)
00:14.3 Network controller: Intel Corporation Wireless-AC 9560 [Jefferson Peak] (rev 10)
00:15.0 Serial bus controller [0c80]: Intel Corporation Cannon Lake PCH Serial IO I2C Controller #0 (rev 10)
00:16.0 Communication controller: Intel Corporation Cannon Lake PCH HECI Controller (rev 10)
00:17.0 SATA controller: Intel Corporation Cannon Lake PCH SATA AHCI Controller (rev 10)
00:1f.0 ISA bridge: Intel Corporation Q370 Chipset LPC/eSPI Controller (rev 10)
00:1f.3 Audio device: Intel Corporation Cannon Lake PCH cAVS (rev 10)
00:1f.4 SMBus: Intel Corporation Cannon Lake PCH SMBus Controller (rev 10)
00:1f.5 Serial bus controller [0c80]: Intel Corporation Cannon Lake PCH SPI Controller (rev 10)
00:1f.6 Ethernet controller: Intel Corporation Ethernet Connection (7) I219-LM (rev 10)

The outcome of the hciconfig -a command can also be found below:

hci0: Type: Primary Bus: USB
BD Address: C8:B2:9B:06:AC:B0 ACL MTU: 1021:4 SCO MTU: 96:6
UP RUNNING PSCAN ISCAN INQUIRY
RX bytes:14060 acl:3 sco:0 events:1009 errors:0
TX bytes:11328 acl:10 sco:0 commands:880 errors:0
Features: 0xbf 0xfe 0x0f 0xfe 0xdb 0xff 0x7b 0x87
Packet type: DM1 DM3 DM5 DH1 DH3 DH5 HV1 HV2 HV3
Link policy: RSWITCH SNIFF
Link mode: SLAVE ACCEPT
Name: 'wolfy'
Class: 0x1c0104
Service Classes: Rendering, Capturing, Object Transfer
Device Class: Computer, Desktop workstation
HCI Version: 5.1 (0xa) Revision: 0x100
LMP Version: 5.1 (0xa) Subversion: 0x100
Manufacturer: Intel Corp. (2)

The outcome of the lsmod | grep iwlwifi command shows that iwlwifi has already been inserted:

iwlwifi 331776 1 iwlmvm
cfg80211 704512 6 ath9k_htc,ath9k_common,iwlmvm,ath,iwlwifi,mac80211

and the outcome of the dmesg | grep iwlwifi command is this:

[ 3.283860] iwlwifi 0000:00:14.3: enabling device (0100 -> 0102)
[ 3.310492] iwlwifi 0000:00:14.3: Found debug destination: EXTERNAL_DRAM
[ 3.310493] iwlwifi 0000:00:14.3: Found debug configuration: 0
[ 3.310714] iwlwifi 0000:00:14.3: loaded firmware version 46.6bf1df06.0 op_mode iwlmvm
[ 3.361405] iwlwifi 0000:00:14.3: Detected Intel(R) Dual Band Wireless AC 9560, REV=0x318
[ 3.370568] iwlwifi 0000:00:14.3: Applying debug destination EXTERNAL_DRAM
[ 3.370859] iwlwifi 0000:00:14.3: Allocated 0x00400000 bytes for firmware monitor.
[ 3.414865] iwlwifi 0000:00:14.3: base HW address: c8:b2:9b:06:ac:ac
[ 3.486696] iwlwifi 0000:00:14.3 wlo1: renamed from wlan0
[ 4.546015] iwlwifi 0000:00:14.3: Applying debug destination EXTERNAL_DRAM
[ 4.659211] iwlwifi 0000:00:14.3: Applying debug destination EXTERNAL_DRAM
[ 4.728034] iwlwifi 0000:00:14.3: FW already configured (0) - re-configuring
[ 4.737267] iwlwifi 0000:00:14.3: BIOS contains WGDS but no WRDS
[55737.572541] iwlwifi 0000:00:14.3: Applying debug destination EXTERNAL_DRAM
[55737.686889] iwlwifi 0000:00:14.3: Applying debug destination EXTERNAL_DRAM
[55737.753635] iwlwifi 0000:00:14.3: FW already configured (0) - re-configuring
[55737.770043] iwlwifi 0000:00:14.3: BIOS contains WGDS but no WRDS

Finally, the outcome of the modinfo iwlwifi command is large so instead of pasting plain text here, I attached a file.

Thanks again for the support,

Giannis

[Sebastian_M_Intel]

Hello ggiakoum,  

Thank you for the information, please include these additional details: 

For Bluetooth, provide the output of the following commands:  

• Run modinfo btintel 
• Run dmesg | grep Bluetooth command and check the firmware version

Note: If the firmware version is not available in dmesg, then check in syslog. Run below command: grep Bluetooth /var/log/syslog | grep -i -e "Firmware revision" -e "ibt" 

For Wi-Fi, just run the following command and send us the outcome: 

• dmesg | grep “no suitable firmware found!”

Note: If the result is not empty, it means you don't have a suitable FW (api mentioned in the dmesg). Visit here h ttps://wireless.wiki.kernel.org/en/users/drivers/iwlwifi for supported FW, or here https://git.kernel.org/pub/scm/linux/kernel/git/firmware/linux-firmware.git/ for the latest versions. 

Finally if you still do not find any problems, please type: # dmesg | grep ASSERT   

Note: If the output is empty, please follow this wiki: https://wireless.wiki.kernel.org/en/users/drivers/iwlwifi/debugging to extract dmesg and trace-cmd. If the output has value, please collect from the wiki FW dump too. 

Regards,  

Sebastian M  

Intel Customer Support Technician   

[Giannis]

Hi again Sebastian,

could not find enough spare time to chech your suggestions earlier.

The output of modinfo btintel command is this:

filename: /lib/modules/5.4.0-48-generic/kernel/drivers/bluetooth/btintel.ko
firmware: intel/ibt-12-16.ddc
firmware: intel/ibt-12-16.sfi
firmware: intel/ibt-11-5.ddc
firmware: intel/ibt-11-5.sfi
license: GPL
version: 0.1
description: Bluetooth support for Intel devices ver 0.1
author: Marcel Holtmann <marcel@holtmann.org>
srcversion: 8215D1011CCE561BCB94364
depends: bluetooth
retpoline: Y
intree: Y
name: btintel
vermagic: 5.4.0-48-generic SMP mod_unload
sig_id: PKCS#7
signer: Build time autogenerated kernel key
sig_key: 69:0F:B2:8C:24:82:6C:28:AB:28:F7:D2:E5:B8:D0:0B:2C:EF:1F:87
sig_hashalgo: sha512
signature: 62:4F:E5:7C:7D:8D:85:33:10:31:17:E0:65:73:25:81:48:50:46:08:
EC:D3:4D:FE:6E:0F:3C:93:96:5B:7D:3B:5B:D9:7D:D2:56:79:26:76:
BA:1E:BD:3A:B7:61:00:DF:05:E1:17:C0:C6:64:BD:F9:AC:BE:88:1C:
CA:0B:E0:F3:07:50:81:07:7D:3B:78:2A:08:DB:51:16:C7:73:5B:FB:
D9:A6:99:84:BC:72:5F:4D:E4:06:D6:0A:E9:7C:A9:A8:34:37:23:E2:
9D:01:93:2B:01:83:97:DD:F5:48:E5:A2:9B:78:C5:3D:B7:FF:5A:9F:
83:FE:9F:3B:15:E2:C2:9F:CC:9C:5B:FC:CB:A5:96:B4:58:6B:8A:BE:
C3:E6:15:78:C8:D0:9B:13:5C:03:01:D6:8D:1E:D1:B8:50:4A:E2:31:
00:2B:C3:DC:A3:B2:F0:1D:CD:88:0C:84:9C:F9:3B:26:0C:AC:7F:FB:
9F:96:D7:0C:E9:87:BF:CD:FF:A5:F4:2C:A6:6F:2D:16:D9:04:97:46:
4D:FF:3D:1F:72:04:0B:71:DE:A0:1B:18:13:ED:C4:B2:40:C8:C2:29:
3B:78:F9:F9:44:0A:39:66:92:98:5B:7E:15:E3:A6:57:D9:3B:6A:93:
C3:BC:21:1B:6B:6C:2C:ED:CE:F7:6D:A4:04:63:6B:A9:4F:10:48:54:
53:CB:60:C7:08:32:67:92:C9:29:FD:3F:6C:24:07:26:0E:88:A0:21:
3A:02:2A:08:7A:85:96:3F:11:A3:DD:B6:D7:E4:7E:00:AA:7C:E9:9A:
7B:4D:34:51:CB:2B:72:A8:BB:CA:60:32:18:D0:3B:77:18:BA:4C:1B:
F7:B7:41:43:73:B1:CF:3E:ED:6D:93:71:17:18:9B:71:7F:5C:3D:1A:
6C:3C:BF:DA:B3:82:71:67:21:0C:F1:CB:E2:64:4F:BA:92:5F:69:2B:
B1:D0:6A:63:11:3A:B8:DA:03:A1:26:36:34:6C:6A:5A:02:CA:67:8C:
CD:85:B4:C1:8B:BF:34:C9:16:CF:12:D9:9A:44:C0:54:CD:4A:9B:C9:
8F:3F:4E:AB:8A:A8:59:FE:A3:0F:4F:4B:36:B4:E3:F3:7E:86:63:2E:
42:A1:EB:8B:B9:B6:9F:88:70:1C:6C:3B:B6:9C:B7:9B:9A:4C:52:F4:
8F:A4:50:FB:B0:A1:D5:5D:87:81:DC:F5:D9:72:3A:72:61:63:07:74:
CD:F2:28:2A:78:C9:CC:9C:D9:21:8A:6C:65:36:A8:4E:4F:61:76:A3:
95:88:46:4B:9E:00:F2:A1:30:27:C6:D2:F3:68:5F:DC:62:9C:F7:20:
5B:8D:04:9F:A4:AC:30:61:93:70:B4:9C

and the output of dmesg | grep Bluetooth is the following:

[ 3.332263] Bluetooth: Core ver 2.22
[ 3.332274] Bluetooth: HCI device and connection manager initialized
[ 3.332276] Bluetooth: HCI socket layer initialized
[ 3.332278] Bluetooth: L2CAP socket layer initialized
[ 3.332280] Bluetooth: SCO socket layer initialized
[ 3.363004] Bluetooth: hci0: Bootloader revision 0.1 build 42 week 52 2015
[ 3.364016] Bluetooth: hci0: Device revision is 2
[ 3.364017] Bluetooth: hci0: Secure boot is enabled
[ 3.364018] Bluetooth: hci0: OTP lock is enabled
[ 3.364018] Bluetooth: hci0: API lock is enabled
[ 3.364019] Bluetooth: hci0: Debug lock is disabled
[ 3.364020] Bluetooth: hci0: Minimum firmware build 1 week 10 2014
[ 3.375867] Bluetooth: hci0: Found device firmware: intel/ibt-17-16-1.sfi
[ 4.403258] Bluetooth: BNEP (Ethernet Emulation) ver 1.3
[ 4.403259] Bluetooth: BNEP filters: protocol multicast
[ 4.403263] Bluetooth: BNEP socket layer initialized
[ 4.761100] Bluetooth: hci0: Waiting for firmware download to complete
[ 4.761996] Bluetooth: hci0: Firmware loaded in 1366865 usecs
[ 4.762025] Bluetooth: hci0: Waiting for device to boot
[ 4.774998] Bluetooth: hci0: Device booted in 12676 usecs
[ 4.775353] Bluetooth: hci0: Found Intel DDC parameters: intel/ibt-17-16-1.ddc
[ 4.778018] Bluetooth: hci0: Applying Intel DDC parameters completed
[ 14.518344] Bluetooth: RFCOMM TTY layer initialized
[ 14.518347] Bluetooth: RFCOMM socket layer initialized
[ 14.518349] Bluetooth: RFCOMM ver 1.11

It seems like the loaded firmware is newer than all of the firmware versions that are listed by the previous command, however I am not quite sure this is the root of the problem. What do you think?

Regarding WiFi, the output of the dmesg | grep "no suitable firmware found!" is empty as it should be, I have already manually downloaded the latest firmware from the official repository, although not needed as I already had the latest version.

 The output of dmesg | grep ASSERT is also void, I will follow the link and provide the complete logs of dmesg and trace-cmd.

Do you have a pgp key, so I can upload the ciphertext of my logs instead of the plaintext?

Thanks,

Giannis

[Sebastian_M_Intel]

Hello ggiakoum,  

Were you able to check the previous post and get the information requested? Please let me know if you need more assistance.   

Regards,  

Sebastian M  

Intel Customer Support Technician  

[Sebastian_M_Intel]

Hello Giannis,   

Thank you for your reply.  

We would like to check this behavior internally before drawing any conclusions.  

For that, we would like to have the output of the dmesg | grep ASSERT command, as it is empty then you can follow this wiki: https://wireless.wiki.kernel.org/en/users/drivers/iwlwifi/debugging to extract dmesg and trace-cmd. 

We don't have a pgp key, but I will be sending you an e-mail to the e-mail address associated to your community profile, please reply to that e-mail with the logs.  

Regards,   

Sebastian M  

Intel Customer Support Technician   

[Sebastian_M_Intel]

Hello Giannis,  

Were you able to check the previous post and get the information requested? Please let me know if you need more assistance.   

Regards,  

Sebastian M  

Intel Customer Support Technician  

[Sebastian_M_Intel]

Hello Giannis,  

I would like to let you know that we are still waiting for the information that we previously requested. 

As we mentioned before, this is an integration, so you may also want to double-check with the OEM for any installation issues. 

Please check the following link for Linux* Support for Intel® Wireless Adapters: https://www.intel.com/content/www/us/en/support/articles/000005511/network-and-i-o/wireless.html 

As soon as you have the information available, please share it on this thread. 

Regards,  

Sebastian M  

Intel Customer Support Technician 

[Sebastian_M_Intel]

Hello Giannis,  

We did not receive the needed information to check this behavior from your side, so we will close this inquiry. If you need further assistance or if you have additional questions, please create a new thread as this one will no longer be monitored.  

Regards,  

Sebastian M  

Intel Customer Support Technician