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21205
August 26th, 2018 02:00
Intermittent Wifi problem with Dell G5 15 5587
Hi !
I bought a Dell G5 15 5587 an found out recently a problem with the
Intel Wireless-AC 9560 card.
Sometimes when i'm downloading a lot of content (downloading a heavy game or watching videos) it disconnects during 1 hour.
I tried :
- Going to Device Manager, disabling/uninstalling both the Intel wireless AC 9560 and Killer E2400 Gigabit drivers and reinstalling it
- Doing a dell diagnose while starting the pc (diagnose that you can get in the boot menu)
- Trying multiple drivers from intel
- Updating drivers in the Dell driver support page with driver detection
- Trying to install drivers from Killer https://www.killernetworking.com/driver-downloads/category/other-downloads but can't install them : it says that killer drivers are managed by windows update and can't be installed manually (even with trying disabling windows update/drivers through windows update)
I don't know if it works cause i got the pc since 1 month and it happened 3 times. But could you recommend me a specific version of drivers to download for my wifi card ?
The Dell driver support page for the wifi card is ambiguous : https://www.dell.com/support/home/fr/fr/frdhs1/drivers/driversdetails?driverId=DD83D : it's proposing version Version 20.50.0.8334, A02 drivers from June, but if we go to "Other Version" a 20.70.0.8912,A03 23 august 2018 06:50:47 driver exists and seems to be more recent.
Which one is the best ? Does the June one is more stable as it's proposed in the frontpage or is this just a bug and i should install the new one ?
Even if i test both, i can't know when the problem will occur, do you have any solutions ? Do i have to contact the support and send back the pc cause it's under warranty ?
Thank you for your help in advance !
Have a good day
PS : My laptop is a Dell G5 15 5587 2018 with i7 8750h 6core ; nVidia 1060 MaxQ ; 8Go RAM
lennievs
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October 2nd, 2018 07:00
OxBlahh
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4 Posts
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October 2nd, 2018 10:00
Hi,
Due to the fact that this problem is intermittent, i can't know if it's fixed or not, but i didn't get any trouble since 1 month.
1 month ago i did few things : i downloaded the intel drivers directly from intel website + downloaded the latest dell drivers through the dell download center, and i saw an interesting thing : the latest version of the wifi drivers seems to NOT be the one which is presented by default, you have to go on the specific dell driver webpage by clicking it (not downloading), scrolling down the page to find the older driver, and you may find the newer ones.
BTW idk if this is the solution or not. If my wifi card crashes another time, i'll tell you
Adrian Mayorca
1 Message
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October 19th, 2018 15:00
The Solutions it's :
Right click the start button and choose Device Manager. From there locate the Wireless adapter under network adapters and double click the wireless adapter. Click the power Management tab and uncheck the box next to where it reads Allow this computer to turn off this device to save power. Select Ok. Verify that the network does not turn off while playing online games.
the solution was taken out of :https://www.dell.com/community/Inspiron/G5-WiFi-issue/td-p/6159829
jamesb2147
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December 28th, 2018 09:00
People in the linked thread are reporting that disabling the ability to shut off the wireless card does not resolve the issue.
Dell-SreejithR
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3.4K Posts
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December 31st, 2018 07:00
Thank you for your message. Have you tried using the wired connection & is the issue observed with this?
If you have Dell SmartByte application installed, please disable is from the startup menu & check if the issue persists after a restart.
For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Dell-Sreejith R) & send a private message with the service tag, registered name & email address.
How to find service tag.
Saltgrass
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December 31st, 2018 08:00
A system running an Intel Wireless-AC 9560 has a special interface for that device. Other drivers, such as Chipset, may be involved in its operation.
It should be a Modern Standby system..
Check the Intel Site for a description of the new interface.
https://www.intel.com/content/www/us/en/support/articles/000026155/network-and-i-o/wireless-networking.html
Seithan
1 Message
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January 2nd, 2019 05:00
So I had the same issue with the G5 (wifi couldn't connect) and I contacted the support. They told me to right click on the bottom-left icon (the windows icon) and go to Device manager. Then find the wifi device(Intel wireless AC-9560)and remove it (remove installation).BE SURE THAT you disconnect the ethernet cable if you have one connected. Finally, restart your computer and it should work as mine did.
OxBlahh
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January 2nd, 2019 05:00
I did that multiple times, but i think this issue got patched by Dell in their recent drivers, even if i still got some errors and disconnections, i just had to disable and re-enable the card in the device manager. Idk if i will have to send my pc to warranty, or just buy a new wifi card, the problem occurs very rarely so i don't really care : it's easy to fix it, 1 minute and it's ok.
OxBlahh
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January 2nd, 2019 05:00
A working technique is to fake a driver update (in the device manager), and to reselect the installed driver, it would work fine most of the time
mefestoru
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October 25th, 2019 10:00
In my case I have resolved the problem when update driver by Intel official. For our device it's https://downloadcenter.intel.com/en/download/29082?product=99446
mhosafy
1 Message
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November 30th, 2019 08:00
Solved my issue.. i can kiss u.!!
alancaX
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December 16th, 2019 07:00