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Last reply by 01-19-2023 Solved
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15580

Wifi completely dead in new Dell XPS 13 7390

31 days ago I bought a brand new XPS 13. It otherwise has been working fine.

Wifi completely went out today, making it not a very effective laptop. Windows says that the Killer Wifi Adapter has driver or hardware issues.

So, I uninstalled the drivers and installed the latest ones from their site. Nothing.

I ran Killer's Diagnostics tool recommended in other threads so that I could create a ticket on the Killer site, and "There was an error trying to send your message. Please try again later". I can't even enter a ticket, and I don't know how to interpret the diagnostic log.

Any thoughts? Tomorrow I guess I'm going to be calling Dell.

Also, the frustration of this is compounded by the fact that this happened 1 day after the end of the Dell Return window (which is based on the invoice date, not the date you receive the shipment). I spend $25 extra dollars on shipping so I could get it quicker, and it got caught up in China, preventing it from getting to me on the time specified on my invoice. The return policy should start the day that the product is received.

Thanks for listening.

Solution (1)

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2 Bronze
2 Bronze
15520

After speaking with Dell Support, we reset my BIOS to BIOS defaults and the issue was resolved. If anyone has similar issues with their Killer Wifi, this may be a good fix.

Either a Windows Update or something else must have changed the settings detrimentally.

Thank you Ronald from Dell Support!

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Replies (8)
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15582

Thank you for your message, Navid. I'm Prashanth and I'll be glad to look into this case for you. Could you please let me know what is the exact issue with the Wifi? Are you able to detect the Wi-fi network or do you have issue in connecting to any particular network? Do you have the exact error message that you received for the Wi-Fi card? If yes, please share the image. 
Also, please go to device manager, click on network adapter, take a picture of the drivers listed and send it me.

Please try running supportassist test for network adapter and let me know the status. Follow the steps from the link https://dell.to/2TcO7Zd select troubleshoot, scan a specific device, select Network adapter and run the test.


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If still under warranty, click the "Get help now" icon on the right to start a live chat session. To send us a private message, click our DELL-Cares username. Our Forum profile page will then appear. On the right, click "Send this user a private message".

2 Bronze
2 Bronze
15521

After speaking with Dell Support, we reset my BIOS to BIOS defaults and the issue was resolved. If anyone has similar issues with their Killer Wifi, this may be a good fix.

Either a Windows Update or something else must have changed the settings detrimentally.

Thank you Ronald from Dell Support!

15243

I had the same issue- ultimately got it working by running the uninstaller tool from Killer's site, and after reboot the Wifi was working WITHOUT re-installing the Killer drivers.  Windows Device Manager shows that the card is using the Intel driver (version 21.50.1.1).

I contacted Dell support - they were useless and wanted me to PAY for a call to their 'advanced' support team.  To fix an issue on a laptop that I'd had for a week and was caused by THEIR updates THEY pushed to my system.  This is unacceptable.

Dell - a laptop without WIFI is a paperweight. 

15196

Thank you for the tag SunfinBurd. Have you tried installing one of the older driver versions that was working fine? ^SP


#IWork4Dell
Find your Service Tag

If still under warranty, click the "Get help now" icon on the right to start a live chat session. To send us a private message, click our DELL-Cares username. Our Forum profile page will then appear. On the right, click "Send this user a private message".

14788

I have the same problem. It is solved by following your advice. Thank you very much. 

9723

Had the same issue, and same solution. Tried everything, including reinstalling Win10, but eventually setting the BIOS to Factory Default got it done. 

Thanks for the tip. 

869

Dell can you please follow up. I have experienced this same issue. a BIOS reset will temporarily give me WiFi access but eventually, disconnects. This requires me to reset my BIOS multiple times a day. 

207

Is your problem solved in the meantime? I got the same problem .. 

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