Highlighted
2 Bronze

XPS 13 9360, issues with Intel Wireless-AC 8265 card

Jump to solution

Since I purchased a Dell XPS 13 9360 in Dec 17 I have had frustrating reliability issues with Wi-Fi. After trying to fix the issues (connection always dropping out until Windows restart etc) through Dell support for a year until the warranty expired to no avail I decided to finally just replace the Killer Wi-Fi card with an Intel one (as many recommend doing in the first place). It seemed to be an easy swap and a common one for people with the same issues. However, now the new card is in my machine I cannot turn the Wi-Fi on. The Wi-Fi toggle simply won't stay on, or it will and I will get the loading symbol for a minute and then will turn off again without connecting. I have the latest driver from the Intel site and in Device Manager under the properties of the Intel Wireless-AC 8265 network adapter it states: "This device is working properly".

I have so far tried the following:

-Installing another Intel card (same model) in case there was a physical problem with the card but I get the same result.
-Reinstalling the old Killer card temporarily to see if I am installing them correctly and it works as it used to (intermittently).
-Uninstalling the driver from Device Manager and reinstalling.
-Downloading from Dell's website the Intel driver - however I get the message 'The software package cannot be installed on your system." (I have triple checked it is the correct download for my machine and card)
-Contacting Intel support who have so far been unable to find anything amiss or why the download from the Dell website does not work.
-Installing the latest Windows 10 update which hadn't been rolled out to my machine yet automatically.

It could be something as simple as the card is not compatible with the machine? Although I believe it is. Any help appreciated!

0 Kudos
1 Solution

Accepted Solutions
Highlighted
2 Bronze

Re: Issues with new Intel Wireless-AC 8265 card in a Dell XPS 13 9360 (Windows)

Jump to solution

The problem appears fixed! This post above made me try a combination of things that got a version of the driver installed that I have not tried before and finally works without constantly dropping connection like the Killer card!

In order to answer the post above I uninstalled the latest driver and rebooted to get the version number of the default Windows driver. The version is 20.5.0.5 and I already knew this did not work as I have tried this many times already.

However this time I selected 'Update Driver' from the properties box in Device Manager as oppose to downloading the latest versions from the Dell or Intel sites. This downloaded and installed version 20.70.6.1 which is a version I have not tried before and it worked straight away.

I had previously only tried updating from Device Manager with the latest (non working) driver already installed from Intel and I would get 'You have the most up to date driver installed' message.

To summarize:
The version from the Dell site does not install.
Default (older) Windows version 20.50.0.5 does not work.
Latest version from Intel 20.70.9.1 does not work.
Slightly older version 20.70.6.1 downloaded through Device Manager does work.

Thank you all for your suggestions, I no longer have to have my cell phone tethered to use my laptop!

View solution in original post

0 Kudos
8 Replies
Highlighted
5 Rhenium

Re: Issues with new Intel Wireless-AC 8265 card in a Dell XPS 13 9360 (Windows)

Jump to solution

You state you uninstalled the Drivers.  Before you removed the Killer Wireless card, did you uninstall it and check the box to uninstall all drivers?  Did you uninstall the Killer Control Center?

I would go to the Intel site and download the drivers for the Wi-Fi and Bluetooth for the card.  Then go Offline and uninstall the Intel card and all drivers.

While offline, install the downloaded drivers which may be newer than the Dell ones.  After everything is reinstalled, go back online to see what happens.

A strange situation with swapping the card is the Killer card may use different antenna identification which do not coincide with the Intel card.  If so and you continue to have problems, try reversing them.  Many folks have had problems with Wi-Fi dropping but I have not seen an absolute solution so far.

_____________________________________
XPS 9365, Inspiron 7567 Gaming, Inspiron 7779, XPS One 2720
0 Kudos
Highlighted
2 Bronze

Re: Issues with new Intel Wireless-AC 8265 card in a Dell XPS 13 9360 (Windows)

Jump to solution

Thank you for your suggestions! Unfortunately I have tried all of these. It is a good point about reversing the antenna as they are the opposite way around on the Intel card and the connectors only just reach. However I have tried them both ways around and I get the same result.

One thing I notice about the Intel driver install when I run the wizard is that there is no wizard as such... I double click on the download and I get a small blue and green wi-fi loading logo in the center of my screen which then disappears after a few moments with no confirmation of anything and I assume the driver is installed. I am unsure if this is normal? When I check the driver in device manager it seems to be updated but it just seems strange.

As for the drivers available on the Dell website, the bluetooth driver linked above will install, however the wi-fi driver download (below) will not install. This is where I get the message in an Intel branded window "The software package cannot be installed on your system."

https://www.dell.com/support/home/uk/en/ukdhs1/drivers/driversdetails?driverid=6x88k&oscode=wt64a&pr...

With possible issues installing the drivers from both Dell and Intel sites I wonder if there is something on my machine blocking this driver install somehow, although I am guessing now?

0 Kudos
Highlighted
3 Cadmium

Re: Issues with new Intel Wireless-AC 8265 card in a Dell XPS 13 9360 (Windows)

Jump to solution

Check if there is a manual installation option for the Intel wifi & bt drivers. Sometimes this at least lets one see error messages. 

0 Kudos
Highlighted
2 Bronze

Re: Issues with new Intel Wireless-AC 8265 card in a Dell XPS 13 9360 (Windows)

Jump to solution

I have been unable to find a manual install option for the Intel drivers. However, the drivers from Dell I can extract but so far I have been unable to get any more clues with any further error messages. There is an .msi called 'Driver' that simply says it needs to be run via the Intel Wireless installer.

0 Kudos
Highlighted
5 Rhenium

Re: Issues with new Intel Wireless-AC 8265 card in a Dell XPS 13 9360 (Windows)

Jump to solution

When you install the 8265 card and reboot, what Wi-Fi driver version number shows up in the Device Manager for that card?  Win 10 should have one available with the basic install.

_____________________________________
XPS 9365, Inspiron 7567 Gaming, Inspiron 7779, XPS One 2720
0 Kudos
Highlighted
2 Bronze

Re: Issues with new Intel Wireless-AC 8265 card in a Dell XPS 13 9360 (Windows)

Jump to solution

The problem appears fixed! This post above made me try a combination of things that got a version of the driver installed that I have not tried before and finally works without constantly dropping connection like the Killer card!

In order to answer the post above I uninstalled the latest driver and rebooted to get the version number of the default Windows driver. The version is 20.5.0.5 and I already knew this did not work as I have tried this many times already.

However this time I selected 'Update Driver' from the properties box in Device Manager as oppose to downloading the latest versions from the Dell or Intel sites. This downloaded and installed version 20.70.6.1 which is a version I have not tried before and it worked straight away.

I had previously only tried updating from Device Manager with the latest (non working) driver already installed from Intel and I would get 'You have the most up to date driver installed' message.

To summarize:
The version from the Dell site does not install.
Default (older) Windows version 20.50.0.5 does not work.
Latest version from Intel 20.70.9.1 does not work.
Slightly older version 20.70.6.1 downloaded through Device Manager does work.

Thank you all for your suggestions, I no longer have to have my cell phone tethered to use my laptop!

View solution in original post

0 Kudos
Highlighted
Community Manager
Community Manager

Re: Issues with new Intel Wireless-AC 8265 card in a Dell XPS 13 9360 (Windows)

Jump to solution

cjay414,

 

Unfortunately, based on the service tag number, the warranty has expired. You can wait for a reply from other community members or contact the Dell Out of Warranty Support Team by clicking here.

 

 



 

0 Kudos
Highlighted
5 Rhenium

Re: Issues with new Intel Wireless-AC 8265 card in a Dell XPS 13 9360 (Windows)

Jump to solution

Welcome to the Dell Community  @cjay414 

As you know the "Intel Wireless-AC 8265" card should work.

Your model "XPS 13 9360" has the driver listed for that same card???

Intel 3160/7260/3165/7265/8260/8265 Bluetooth Driver:

https://www.dell.com/support/home/us/en/04/drivers/driversdetails?driverid=YV365&oscode=WT64A&produc...

As you probably have done uninstall the old card in "Device Manager" and "ü" the box to "Delete" the driver.

Shutdown and remove the "Killer" card.

Boot one time with the "Killer" card removed and shutdown.

Now install the "Intel 8265" and boot.

Then run the driver provided above.

Let us know how things go???

Best regards,

U2

Note: Its not that big of a deal these days but did you purchase a card with a Dell part number on it???

HP EliteBook 8770w i7-3630QM 32GB
HP ZBook 17 G2 i5-4310M 16GB
HP ZBook 17 G4 Xeon E3-1505M v6 32GB
HP Color LaserJet M553dn 40ppm
0 Kudos