XPS 13 9310 WiFi randomly shuts down (AX500-DBS)

Same issue here with another big boy 32 gb, 1tb.  Laptop isn't even 2 weeks old.  Cannot believe this is happening with a laptop at this price point.  

As others have mentioned, I noticed the drop mainly when on battery and the sleep function was involved.  But now it does it randomly too.  Please help!

Motherboard was changed today with a factory sealed one.

Unfortunately, i have new issues with the installation of the new motherboard.

For some reason the keyboard, the backlighting of the keyboard + the light that indicates that the laptop is charging are not working anymore.

The Killer AX500 (there was no change of the chipset unfortunately for me) is working for the moment and i will check how it will behave the next days. 

When booting BIOS, still in the summary section, bottom right corner, the wifi device option still says ''None''.

The technician informed me that the above issues might be due to an issue in the new motherboard, thus a new motherboard +keyboard are on the way for me.

Just for information, the old motherboard had a manufacturing date printed 14/07/2020.

Unfortunately the new (faulty) motherboard has the same behavior with the first one, wifi disappears after sleep etc.

I found in a drawer a forgotten usb wifi dongle and went to the temptation to test whether this old guy still functions.

Guess what, the wifi dongle (Linksys usb100) is rock solid, no issues while the laptop goes to sleep, restarts etc!

The dongle is only 10 years old

Iolata - tried your registry fix and it did not work!

The only thing that works appears to work is  keep the power supply connected all the time (Mini desktop!!)

Hi Gando,

I'm sorry to hear it didn't work for you.

When you say it didn't work it means at least you were able to edit the registry and then set the power plan for "Network connectivity in Stand By to: ENABLE", and in the end it didn't make any difference, is that it?

The behavior of AX500 is so irregular (when I think I found a pattern, then suddenly I'm surprised with new discoveries).... My last discovery is that I changed my power plan back to original ("Network connectivity in Stand By: Let Windows Manage"), and then decided to give another try to the "solution": "Restore BIOS Default".... ANd this time it worked for 3 days in a row (it seemed to be a 'final solution' this time instead of temporary fix.... but after 3 days going to sleep and back in battery mode, suddenly the issue happened again).... So, it's more unstable now... before it used to happen 100% of the times the laptop went to sleep and woke up... now it's irregular and I still didn't get the pattern.... 

Lolato - I did manage all of the change with registry change - the difference was that enable was already selected for the network connectivity in standby?!

Like yourself I keep finding the laptop keeps throwing curved balls and making it almost impossible to tie the real fault down. Today I could only get it to connect to 2.4Ghz even though both 2.4 and 5 Ghz had 100% signal strength. I rebooted my bt modem and it connected to 5Ghz (Modem? Laptop? Network card? -Take your pick!)

Sadly, this seems to be the same case with mine.  Plugged in, I've very few to no issues.  I even noticed the internet drop and that infuriating globe icon with the circle slash thru it appear, then automatically re-connect to the wifi without me doing anything.   Completely different story when on battery power.   Connection drops constantly and there's no coming back without a full shutdown & reboot.

The horror is back!

After several weeks with no problem at all in daily use, suddenly, out of nowhere: No network.

Ayayay Dell, when will you get this problem fixed!

I posted earlier with the same issue.  I've done the following and I've noticed for the last 10 days wifi has been great!  Fast; never drops.  

Steps I took:

1) Update the BIOS to 2.0.0 1/28/2001; you can check this by type Sysinfo on the Windows Search bar

2) Uninstall Killer software.  Search for Killer Uninstall on the web.  The website has an "Uninstall  Killer" download.  Run this and remove everything.  Do not reinstall the killer software as their website recommends.  I am providing all the steps I took; however my gut tells me THIS step was what actually fixed the wifi drops.

3) Do a clean install of windows.  Not the Dell version - do it straight from Windows.  Settings>Update&Security>Recovery>Reset This PC > Get Started>Remove Everything>Cloud Download.  After you reinstall Windows make sure that the Killer software was not reinstalled.  If so, remove it once more.

A couple notes.  

a) Turn OFF Dell automatic updates.  I don't trust that they have this issue truly resolved and I'd be concerned that they might try to reinstall some software (ie Killer Networking) and the issue might re-emerge.  The Windows update is automatic and I don't think you can actually turn it off.  Though as outlined above I believe it's the Dell image & pre-loaded software that's causing the issues.

b) During my research someone commented that Shutting Down the machine (vs restarting it) makes a difference.  So during the steps outline above, I recommend actually doing a Windows>Power>Shut Down in between steps.  

Good luck and I hope this helps others that are stuck with this issues.  

Cajak1 - reinstalling windows is a big step again - can you say how long you have had this setup running with no dropouts - I would certainly do it if I was certain that that was an answer !!

I meant to also say I uninstalled the killer software but it made no difference!

Yes reinstalling 'clean' windows is not small task.  time and loss of all your files; I was hesitant as well.

I've had it running now since March 14; just checked my install history.  

UPDATE.  I've had mine plugged in 98% of the time for the past 3 days.  ZERO Wifi drops.  I put the machine to sleep last night before bed.  Wifi connection and/or networks were non existent when logging in this morning.  Full shut down required to get wifi back.  Tried the troubleshooter prior to shutdown and got the error message that I'm sure all of you have seen before "The Killer Wi-Fi 6 AX500 - DBS Wireless Network Adapter adapter is experiencing driver - or hardware-related problems."  "Not Fixed" accompanied by a nice red X.  At the price point we all paid for these machines (32 GB, 1TB), I am SHOCKED Dell is not labelling this as high priority.  

I have the same issues with my brand new 9310. Not even Bios Default Setting helps. After setting bios to default, I can see the adapter but it is not working. 

This is unbelievable regarding the price of this device. How is it possible that Dell STILL has no fix for that.

One of the Dell Escalation support people get back to me pretty quick on the headphone jack issue.  This is x-post from the headphone jack thread.

They provided the recommended steps below which fixed the issue instantly.  Posting it more broadly to the community.  This is second time where Dell bloatware has impacted what should be a pretty well functioning laptop.  In the wifi case, it was the bloatware of a "networking optimizer" thru Killer.  Now it's the bloatware of Realtek that seems to be the issue.  fyi I also uninstalled the Waves audio software.  Good luck to the rest of you.

Steps to re-enable audio thru headphone jack:

1. right click on start menu and select device manager

2. expand 'sound video and game controllers'

3. Right click on the realtek drivers listed there and select update drivers

4. Select ' browse my computer for drivers'

5. Select 'pick drivers from a list'

6. uncheck 'show compatible drivers'

7. Select microsoft as the manufacturer and on the right pane select ' High definition Audio device version (the most recent date)'

8. click on Next. The system might request a restart. Please restart.