When did the issue start? What is the wireless card on the system? Based on the wlan card model we can suggest the troubleshooting need to be done. Its good that you managed to check in BIOS when the wireless disconnects. It helps us isolate the issue better. Could you try updating the BIOS from support.dell.com - http://dell.to/1kGWIcI - and the wireless drivers from the vendor site. The BIOS update might possibly resolve the issue.
If you are able to open up the machine - then I would request you to reseat the wireless card on the system - http://dell.to/1Pwntme - link for service manual.
I got the laptop about mid-february i think. The issues started soon after that. At first it was intermittent dropping of the connection, then reconnecting fine. Later it developed into a state where i had to go into device manager and disable/enable to device to make it work. Now, when it cuts, the device disappears from device manager (and bios, as you saw).
The wireless card shows up as "Dell Wireless 1560 802.11ac" in the device manager. Looks to be a broadcom device.
I have updated the windows drivers (from dell website) to no effect (see attached for version info). Also, I have updated the bios from A00 to A03 from the dell website hoping that would resolve the issue. No change.
I tried reaching out to support yesterday, but they said they can't help me because i upgraded from windows 8.1home to 8.1pro (via microsoft instead of through dell)...sigh...i'd hate to factory reset my laptop to troubleshoot this but will do so if it gets to it.
Would i void my warranty if i opened up my laptop to reseat the wireless card?
Could you please send a screenshot of the device manager -> network adapters when the wireless is working fine.
Am not sure if you did speak with Dell support, because we would not deny support for you upgrading the OS. In most cases, we from Dell advise you to contact Ms to upgrade the OS from home to pro when required. I don't think a factory reset is required in this current scenario. We usually isolate the software first and then move to hardware part. However, in this case, it looks more like a hardware level issue.
You can by all means open up the system and reseat the wireless card. When you speak with tech support from Dell(by any means of contact), we would request you to do that to isolate the issue. In saying that, you can open the system and reseat the card, but be careful not to cause any damage.
I would need the exact wlan card model, so I can guide you further. If you are not sure or unable to find it, then please send me the service tag of the system and your contact details through a private conversation. Or you could contact us through twitter - @dellcarespro and we can walk you through further and help resolve the issue.
Attached is the pic of device manager when the wireless is good. There is a lot more detail if you right-click 'dell wireless ...' -> properties and then details tab. however, no way i found of dumping that into a file i can give you.
I scrolled through all the stuff on the details tab but was not able to find anything more about the device than that it is a Broadcom device ('Manufacturer' property from the dropdown). If there is another way to fetch the data you need, let me know...
I sent you my service tag in a pm. I'm leaning towards communicating further on here, so others who may have the same issue can find this. Let me know if that works...
Lastly, i don't have the star-shaped screwdriver needed to open the cover. I will have to go to hardware store to get it. Will let you know when i have it.
I am waiting for an update. Please let me know if you managed to open the system and reseat the wireless card. If you were unable to, then please send a private message with your name, address and contact details and we shall book a service call for you.
It took me a bit to find the right tools. My local hardware store didn't carry them and i had to order online and wait for shipping.
That said, i did try to open the system today. I unscrewed everything a per the service manual. However, i had a problem taking off the cover. It seemed held in place by something else and required too much force to pry open. I didn't want to push it and break something so i gave up and put the screws back in. I will message you with those details.
I didn't see a resolution to this problem but I'm having the exact same problem. I have only had this laptop for a month or so and it has consistently had a problem maintaining a connection. I assumed it was my home sick but am positive it is not that but is a problem with the laptop. What can I do tonresolve this? It is making this laptop nearly unusable.
This afternoon my Dell XPS 13 suddenly did not show its WIFI adaptor anymore after a sleep cycle. Updated the BIOS to latest version and i was happy to see it back after a restart. It worked for some hours and then it disappeared again.
Had some problems before with the wifi adaptor.. One month before the WIFI receiving started to be much less. My solution I put an extra receiver in the room. An I pad and a Samsung cellphone did not needed that receiver ... only my Dell. Start to be pretty much disappointed with the XPS 13 and its WIFI problems.
How to get back the wifi adaptor and make that it stays?
DELL-Rishi
4 Operator
•
2K Posts
0
April 11th, 2015 05:00
Hi markobarko,
I need more info about the issue.
When did the issue start? What is the wireless card on the system? Based on the wlan card model we can suggest the troubleshooting need to be done. Its good that you managed to check in BIOS when the wireless disconnects. It helps us isolate the issue better. Could you try updating the BIOS from support.dell.com - http://dell.to/1kGWIcI - and the wireless drivers from the vendor site. The BIOS update might possibly resolve the issue.
If you are able to open up the machine - then I would request you to reseat the wireless card on the system - http://dell.to/1Pwntme - link for service manual.
Keep us updated.
markobarko
4 Posts
0
April 11th, 2015 08:00
I got the laptop about mid-february i think. The issues started soon after that. At first it was intermittent dropping of the connection, then reconnecting fine. Later it developed into a state where i had to go into device manager and disable/enable to device to make it work. Now, when it cuts, the device disappears from device manager (and bios, as you saw).
The wireless card shows up as "Dell Wireless 1560 802.11ac" in the device manager. Looks to be a broadcom device.
I have updated the windows drivers (from dell website) to no effect (see attached for version info). Also, I have updated the bios from A00 to A03 from the dell website hoping that would resolve the issue. No change.
I tried reaching out to support yesterday, but they said they can't help me because i upgraded from windows 8.1home to 8.1pro (via microsoft instead of through dell)...sigh...i'd hate to factory reset my laptop to troubleshoot this but will do so if it gets to it.
Would i void my warranty if i opened up my laptop to reseat the wireless card?
1 Attachment
wirelessdriverinfo.png
DELL-Rishi
4 Operator
•
2K Posts
0
April 11th, 2015 13:00
Hi markobarko,
Could you please send a screenshot of the device manager -> network adapters when the wireless is working fine.
Am not sure if you did speak with Dell support, because we would not deny support for you upgrading the OS. In most cases, we from Dell advise you to contact Ms to upgrade the OS from home to pro when required. I don't think a factory reset is required in this current scenario. We usually isolate the software first and then move to hardware part. However, in this case, it looks more like a hardware level issue.
You can by all means open up the system and reseat the wireless card. When you speak with tech support from Dell(by any means of contact), we would request you to do that to isolate the issue. In saying that, you can open the system and reseat the card, but be careful not to cause any damage.
I would need the exact wlan card model, so I can guide you further. If you are not sure or unable to find it, then please send me the service tag of the system and your contact details through a private conversation. Or you could contact us through twitter - @dellcarespro and we can walk you through further and help resolve the issue.
Keep us updated.
markobarko
4 Posts
0
April 11th, 2015 15:00
Attached is the pic of device manager when the wireless is good. There is a lot more detail if you right-click 'dell wireless ...' -> properties and then details tab. however, no way i found of dumping that into a file i can give you.
I scrolled through all the stuff on the details tab but was not able to find anything more about the device than that it is a Broadcom device ('Manufacturer' property from the dropdown). If there is another way to fetch the data you need, let me know...
I sent you my service tag in a pm. I'm leaning towards communicating further on here, so others who may have the same issue can find this. Let me know if that works...
Lastly, i don't have the star-shaped screwdriver needed to open the cover. I will have to go to hardware store to get it. Will let you know when i have it.
1 Attachment
devicenetworkadapters.png
DELL-Rishi
4 Operator
•
2K Posts
0
April 15th, 2015 04:00
Hi markobarko,
I am waiting for an update. Please let me know if you managed to open the system and reseat the wireless card. If you were unable to, then please send a private message with your name, address and contact details and we shall book a service call for you.
Keep us updated.
markobarko
4 Posts
0
April 23rd, 2015 20:00
Hi Rishi,
It took me a bit to find the right tools. My local hardware store didn't carry them and i had to order online and wait for shipping.
That said, i did try to open the system today. I unscrewed everything a per the service manual. However, i had a problem taking off the cover. It seemed held in place by something else and required too much force to pry open. I didn't want to push it and break something so i gave up and put the screws back in. I will message you with those details.
tcarter29
1 Message
0
October 31st, 2015 17:00
I didn't see a resolution to this problem but I'm having the exact same problem. I have only had this laptop for a month or so and it has consistently had a problem maintaining a connection. I assumed it was my home sick but am positive it is not that but is a problem with the laptop. What can I do tonresolve this? It is making this laptop nearly unusable.
Lynchenstein
1 Message
0
November 17th, 2015 10:00
Hi I'm having similar problems. Wifi works nicely after a reboot, but after a sleep cycle it is disabled and can't be enabled. Quite frustrating.
JanE01
2 Posts
0
November 26th, 2015 21:00
This afternoon my Dell XPS 13 suddenly did not show its WIFI adaptor anymore after a sleep cycle. Updated the BIOS to latest version and i was happy to see it back after a restart. It worked for some hours and then it disappeared again.
Had some problems before with the wifi adaptor.. One month before the WIFI receiving started to be much less. My solution I put an extra receiver in the room. An I pad and a Samsung cellphone did not needed that receiver ... only my Dell. Start to be pretty much disappointed with the XPS 13 and its WIFI problems.
How to get back the wifi adaptor and make that it stays?