yaniviel
2 Bronze

XPS 15 9500, Killer AX500 WiFi+BT, WiFi not working

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Hello guys!
I have a new XPS 15 9500 with the Killer AX500. Was working well for a while, then bluetooth stack messed up out in the middle of work. I think it Dell software was installing the Intel serial bus update or something but I'm not sure. Anyway, restart the computer, no more WiFi! Bluetooth I do have, but WiFi is gone. Did all the usual, remove the adapters, reinstall the drivers, get windows back a few restore points behind, uninstall drivers again, remove devices (other devices), reinstall the drivers, restarted a million times. Download the latest versions of BIOS and everything else. Even in the BIOS now is show that I have no WiFi adapter. But somehow the bluetooth does work. And Windows says my device is not even "connected". So yeah! That's that! I called Dell support but it's gonna be a few days before someone call me, not a 1st level of support I hope. The only thing I haven't tried is reset the laptop to manufacture state, but I don't really want to do that. I'm a developer and it takes 2 to 3 days downloading and installing everything, then configuring the environment, aaaaaah, yeah you know. And I already did that 10 days ago when the computer came in. Anyway, if anyone have some piece of wisdom, please share!

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yaniviel
2 Bronze

Re: XPS 15 9500, Killer AX500 WiFi+BT, WiFi not working

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Thought I would update this post.

My problem resolved itself "magically" after Windows update 20H2, which included intelpep.sys files and some other intel base drivers... And yesterday the last KB windows update patch had an Intel Serial IO driver update, pure coincidence I'm sure 🙄

So yeah my problem is fixed and was not hardware at all.

Cheers!

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11 Replies
yaniviel
2 Bronze

Re: XPS 15 9500, Killer AX500 WiFi+BT, WiFi not working

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Oh yeah and I can confirm that I did install the Intel Serial IO Driver - A05 - 9.95 MB - Recommended before everything when to crud. Could it have anything to do with it?

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MukaiGuy
2 Bronze

Re: XPS 15 9500, Killer AX500 WiFi+BT, WiFi not working

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The same thing has been happening to me. The laptop completely crashed and when it rebooted there was no wifi. Luckily I have a wifi firmware backup on my USB. But it is beyond ridiculous that anyone should be having these issues when you pay for a laptop that costs $2,000. 

imran_raja
2 Bronze

Re: XPS 15 9500, Killer AX500 WiFi+BT, WiFi not working

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can you please send me older file as i have issue with killer 6 wifi and trackpad drivers issue

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yaniviel
2 Bronze

Re: XPS 15 9500, Killer AX500 WiFi+BT, WiFi not working

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Thought I would update this post.

My problem resolved itself "magically" after Windows update 20H2, which included intelpep.sys files and some other intel base drivers... And yesterday the last KB windows update patch had an Intel Serial IO driver update, pure coincidence I'm sure 🙄

So yeah my problem is fixed and was not hardware at all.

Cheers!

View solution in original post

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gwenlune
1 Copper

Re: XPS 15 9500, Killer AX500 WiFi+BT, WiFi not working

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I have the same problem.. This proposition doesn't help me.

In Bios I can see "wifi device" : None... (even if sometimes it apears Killer... but very very rarely)

A solution ?

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barqyDog
2 Bronze

Re: XPS 15 9500, Killer AX500 WiFi+BT, WiFi not working

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Last night everything was working fine.
This morning, No Wifi.    Blutooth worked, but no wifi. 
Reboot/cold starts would not help.  Device manager had no entry for Killer Wifi
(though I could see it if I checked "show hidden devices")

Killer wifi is right.  It canceled itself.

The "F2" Bios hardware screen showed "None" for Wifi
I tried bios defaults then reloading the bios.  Nope.  
I then unplugged the battery to the main board for 30 seconds and replugged it.

On startup, I hit F2 to enter bios (it actually wanted to go to bios setup because the date/time was now wrong)

And the Wifi was back.

Seems sometimes the bios gets confused about the presence/health of the wifi adapter.

Note: on the XPS15 9500 and 7590 (2020 and 2019 models) you'll need a T5 screwdriver to take the back off to get to the power connector.

imran_raja
2 Bronze

ifi gRe: XPS 15 9500, Killer AX500 WiFi+BT, WiFi not working

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my xps 15 9500 i9 10880 gen wifi start working after i remove battery for some time and restarted but track pad  gesture is still not working.

 

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DELL-Cares
Moderator
Moderator

Re: ifi gXPS 15 9500, Killer AX500 WiFi+BT, WiFi not working

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Hi
Unfortunately, we haven't received a response from your end
We'll be archiving the case from our end.
Feel free to drop a message at your convenience to reopen the case.
We'll be glad to assist you.
-Supriya

 


Social Media Support

#IWork4Dell
To help us troubleshoot, click our Dell-Cares name and send us a private message with your Dell PC or Monitor Service Tag number

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Maddawgie
2 Bronze

Re: XPS 15 9500, Killer AX500 WiFi+BT, WiFi not working

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Same fix worked for me!

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