Wireless
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Wireless

MOOTAZ
Beginner
7,767 Views

Hello,

 

I have an Asus laptop with an intel r wireless AC 9560, the Ac 9560 stopped working code 10.

I am running on windows 11 now.

I have installed the intel driver and support assistant and tried to Download the latest driver but after several tries it says attempt failed.

I send here the support report from the assistant.

Can you please Help?

 

PS: I have tried to reboot the device from the device manager and reboot the BIOS to default settings. 

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24 Replies
MOOTAZ
Beginner
6,797 Views

here is my device manager after all instructions found on this topic

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Alberto_R_Intel
Employee
6,763 Views

MOOTAZ, Thank you for posting in the Intel® Communities Support.


We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 


In order for us to provide the most accurate assistance on this topic, we just wanted to confirm a few details about your system:

What is the specific model of the laptop?

Is this a new computer?

When did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

The wireless card, did you purchase it separately or did it come installed on the computer?

Does the problem happen at home or in the work environment?

Please attach the SSU report in English language so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


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MOOTAZ
Beginner
6,760 Views

Hello Albert,

 

This is an Asus UX433FN zenbook 14.

I have it since 2019, and the problem appeared at home randomly and I have not updated my systems nor changed the hardware on the Laptop.

After the problem I tried to update all pilots and ended up with updating windows to windows 11.

I have tried to use the assistant in intel, but the program can not install the pilot and keeps failing install.

 

Thank you

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Alberto_R_Intel
Employee
6,736 Views

MOOTAZ, Thank you very much for providing that information.


For us to be able to try to find a possible solution for this scenario, could you please confirm, if the wireless card was purchased separately or if it came already originally installed in the laptop?


Additionally, please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600


Regards,

Albert R.


Intel Customer Support Technician


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MOOTAZ
Beginner
6,675 Views

Hello,

 

it came already originally installed in the laptop, it worked before, and now the DSS systems detects a missing pilot or driver but it can not be installed.

Here is the report that you asked me.

 

Thank you for your help

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MOOTAZ
Beginner
6,675 Views

here is the failed pilot update

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MOOTAZ
Beginner
6,651 Views

here is the device manager response

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Alberto_R_Intel
Employee
6,644 Views

Hello MOOTAZ, You are very welcome, thank you very much for confirming those details and sharing the pictures.


In reference to the SSU report, from the picture you shared, please select "Next", then "Save" It will generate a document/file for you to save locally on your computer. That is the file needed for us to be able to verify additional details about your configuration.


In the meantime, you will find useful information about this topic in the following link:

https://www.intel.com/content/www/us/en/support/articles/000031150/wireless/wireless-software.html


Regards,

Albert R.


Intel Customer Support Technician


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MOOTAZ
Beginner
6,643 Views

thank you for your response,

here is the file that you asked for.

 

Thanks a lot.

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Alberto_R_Intel
Employee
6,618 Views

MOOTAZ, You are very welcome, thank you very much for providing the SSU report.


Based on the information shown in the SSU document, the wireless driver version currently installed on your computer is 22.80.0.9.


It is important to mention that we always recommend to install the wireless driver provided by the manufacturer of the computer, since that driver was heavily customized by them to work with your specific platform.


I looked on ASUS website and the latest wireless driver version they have available is V21.0.0.2990. Please try a clean installation of that driver following the instructions in the links below:

https://www.asus.com/ie/supportonly/ux433fn/helpdesk_download/

https://www.intel.com/content/www/us/en/support/articles/000022173/wireless.html


If the issue persists after that, then try a clean installation this time of our latest wireless driver version 22.200.2.1:

https://www.intel.com/content/www/us/en/download/19351/windows-10-and-windows-11-wi-fi-drivers-for-intel-wireless-adapters.html?wapkw=ac%209560


Please try the troubleshooting steps suggested in the link provided previously and once you get the chance let us know the results.


We also recommend to get in contact directly with ASUS Support to make sure the latest BIOS version is currently installed in your machine or to gather the instructions on how to update it:

https://www.asus.com/support/


Regards,

Albert R.


Intel Customer Support Technician


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Alberto_R_Intel
Employee
6,520 Views

Hello MOOTAZ, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


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MOOTAZ
Beginner
6,437 Views

Hello Albert,

 

Thank you for getting back to me and I am so sorry for the delay.

In fact I was not able to solve the problem.

After trying to clean install the pilot, I have lost the access to the network card ( the device manager system do not see the card any more and it is not there)

Also I am not able to install the pilot that you suggested to me : driver version 22.200.2.1

 

The driver came in as a folder and I could not find a way to install it, I have tried with the power shell at its latest version but it kept saying access denied.

 

I am hopeless...

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MOOTAZ
Beginner
6,435 Views

here is the problem with install of the pilot

 

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Andres_Intel
Employee
6,364 Views

Hello MOOTAZ,

 


Thank you for your response, all the information provided has been really helpful. 


I will start with an investigation to provide you with more troubleshooting steps. I will let you know as soon as possible.

  


Regards,  


Andres P. 

Intel Customer Support Technician


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Andres_Intel
Employee
6,355 Views

Hello MOOTAZ,

 

 

We have been working on the investigation, please complete one more time clean installation of the Wireless drivers, but this time following the steps below:



Let us know the results.



Best regards, 

 

Andres P.   

Intel Customer Support Technician


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Andres_Intel
Employee
6,204 Views

Hello MOOTAZ,

 


Were you able to check the previous post?  

Let us know if you still need assistance.   

 


Best regards,  


Andres P.  

Intel Customer Support Technician


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MOOTAZ
Beginner
6,159 Views

Hello Andres,

 

thank you for getting back to me.

unfortunately I followed the steps and it does not work.

I think that you can understand the situation if I tell you this.

I used the Assistant Pilot and Intel support that locate the missing pilot and install it, the thing is it is not able to download the pilot demanded by the hardware, please see the screenshots.

 

Thank you. 

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n_scott_pearson
Super User
6,127 Views

@MOOTAZ,

I think that you have something screwed up in your installed files. I suggest that you do a clean install to (hopefully) rectify this. Here is my process for doing the clean install (follow it fully and exactly; no shortcuts!):

  1. If you haven't already, download - but do not install just yet - the latest Bluetooth and Wireless driver packages for your adapter. Here are the current links for downloading these drivers: Wireless: https://www.intel.com/content/www/us/en/download/19351 and Bluetooth: https://www.intel.com/content/www/us/en/download/18649.
  2. Most important! Disable Internet access. Unplug Ethernet cable and/or disable wireless. Keep disabled until told to re-enable. Note this Wireless disable *must* be of type that will persist and stay disabled across reboots.
  3. From the Apps & Features applet, check for instances of Intel PROSet/Wireless Software and Intel Wireless Bluetooth. If none, skip to Step 6.
  4. Uninstall each instance of Intel PROSet/Wireless Software and/or Intel Wireless Bluetooth that is present. When prompted, choose to "Discard Settings".
  5. Manually reboot your computer, keeping Internet access disabled throughout.
  6. From the Device Manager applet, check the Network Adapters section for an entry for Intel Wireless-AC 9560 and check the Bluetooth section for an entry for Intel Wireless Bluetooth that has an intel driver associated with it. If neither is the case, go to Step 10.
  7. Right click on the entry for Intel Wireless-AC 9560 and uninstall it, choosing to (checkmark) Delete the driver software for this device.
  8. Right click on the entry for Intel Wireless Bluetooth and open its properties. If it has an Intel driver associated with it, then uninstall it, choosing to (checkmark) Delete the driver software for this device.
  9. Go to Step 5.
  10. (Optional but recommended) Clean out all temporary files using the Windows Clean Disk tool. Ensure you have enabled cleaning of System Files. I recommend that you then checkmark all categories offered, even if no files currently in this category (so it leaves it set up for next invocation).
  11. (Optional but recommended) Clear each of your browsers' cache.
  12. Install the downloaded Bluetooth driver package (my rule: always install Bluetooth first).
  13. Install the downloaded Wireless driver package.
  14. Manually shutdown and reboot your computer.
  15. Reenable Internet access. Restore Ethernet cable and/or reenable wireless.
  16. Test.

Hope this helps,

...S

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MOOTAZ
Beginner
5,934 Views

Hello n_scott_pearson,

First of all I would like to really thank you for your explanation and your time that you spent to help me.

Unfortunately This did not work despite the fact that I followed all the steps. 

The device manager do not recognize the network card any more.

 

I think that I should reinstall windows from scratch.

 

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n_scott_pearson
Super User
5,909 Views

If you are going to reinstall, remember that your first step - before connecting to the Windows Update service - should be to install the version of the Intel Chipset Device Software (a.k.a. INF Update) and Intel Management Engine driver packages provided by your laptop manufacturer.

Hope this helps - and sorry you have to resort to this,

...S

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