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Wireless ac9560 Stopped Working

John_Pepper
Beginner
1,410 Views
I have a HO Envy running Windows 11
Just within the last three days, the adapter stopped working. I have updated the drivers to the newest version and nothing has worked. I now have a code 10. What can I do to fix this?
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6 Replies
Mike_Intel
Moderator
1,347 Views

Hello John_Pepper,


Thank you for posting in Intel community Forum.


For me to further check this, please help provide the following details:


  1. Can you confirm the brand and model of your laptop? Is it HP?
  2. Was it working fine before?
  3. Did you change any settings or updated the system before the issue started?
  4. Can you share the link of the driver that you tried to install?
  5. Let me check, did you upgrade the wireless card or this is the embedded wireless card for this laptop?


If you have questions, please let us know. Thank you.


Best regards,

Michael L.

Intel Customer Support Technician


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John_Pepper
Beginner
1,307 Views
  1. Can you confirm the brand and model of your laptop? Is it HP? Its an HP
  2. Was it working fine before? Yes, No problems ever
  3. Did you change any settings or updated the system before the issue started? Nope
  4. Can you share the link of the driver that you tried to install?
  5.  intel.com/content/www/us/en/download/18649/intel-wireless-bluetooth-drivers-for-windows-10-and-windows-11.html
  6. Let me check, did you upgrade the wireless card or this is the embedded wireless card for this laptop? Nope, all original

Device name LAPTOP-G780R4T5

HP Envy 17-ce1
Processor Intel(R) Core(TM) i7-10510U CPU @ 1.80GHz 2.30 GHz
Installed RAM 8.00 GB (7.79 GB usable)
Device ID 432F83D4-7223-4B60-8792-9C1B80924FF1
Product ID 00325-96632-76024-AAOEM
System type 64-bit operating system, x64-based processor
Pen and touch Pen and touch support with 10 touch points

Edition Windows 11 Home
Version 23H2
Installed on ‎10/‎10/‎2022
OS build 22631.3958
Experience Windows Feature Experience Pack 1000.22700.1026.0

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John_Pepper
Beginner
1,266 Views
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JeanetteC_Intel
Moderator
1,141 Views

Hello John_Pepper,


Thank you for sharing the details we requested.


Usually, a Code 10 error is temporary, generated when Device Manager can't start the hardware device. However, this error is considered a generic message indicating an unspecified problem. This most commonly occurs after running a Windows* Update that includes Wi-Fi or Bluetooth updates.


Intel recommends that customers update their Intel Wireless or Bluetooth drivers to the latest version to address several of these code errors. In addition, Intel strongly recommends that users contact Microsoft and follow recommendations issued by them on this issue before proceeding. This might include a clean installation of the Operating System.


Please check the clean installation instructions from this link and install the latest generic driver from Intel (Driver version 23.70.2.3) since there is no available OEM driver for the Windows 11 platform. Then, perform a Cold reboot of the system after reinstalling the driver. This refers to fully shutting down the device and removing all sources of power, including batteries if applicable, and then repowering. 


If the issue persists, please proceed with the steps from this link.


Feel free to let me know if you have questions or need clarification.


Best regards,

 

JeanetteC.

Intel® Customer Support Technician


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JeanetteC_Intel
Moderator
1,061 Views

Hello John_Pepper,

 

Good day!

 

I'm following up to check whether you have had the chance to review our prior correspondence. If you have, kindly acknowledge receipt and let me know if you were able to complete the recommendations I shared.


I hope to hear from you so I can identify the next steps that need to be taken to resolve this issue.

  

 

Best regards,

Jeanette C.

Intel® Customer Support Technician


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JeanetteC_Intel
Moderator
962 Views

Hello John_Pepper,


Greetings from Intel® Customer Support


In addition to my previous recommendations, I highly suggest contacting your system manufacturer support team to help update your BIOS firmware to the latest version, since the screenshots you shared showed a firmware error, then check the wireless card connection with the latest customized (OEM) driver from HP.


Since I have not heard from you for the past few days, so I will proceed in closing this thread. Should you need assistance in the future, please submit a new question as this thread will no longer be monitored.



Sincerely,

 

JeanetteC.

Intel® Customer Support Technician


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