How to troubleshoot a notebook comp with recurrent dropped connections


  1. Posts : 25,048
    windows 10 professional version 1607 build 14393.969 64 bit
       #1

    How to troubleshoot a notebook comp with recurrent dropped connections


    This notebook computer is next to multiple computers and has had recent problems remaining connected to the internet.

    There are no problems with the other computers on wifi or ethernet.
    They are all within 7 feet of a range extender and 15 feet from a network box.
    The network box is in a closet and there is one layer of drywall between the network box and the computers.
    The computers can be connected to either the range extender which is inside the room or to the network box.
    The 5 GHz connection has always been used unless one of the notebook computers is connected to a printer.
    Then the speed is reduced to 2.4 GHZ using the range extender.
    Printing is rarely done.

    To troubleshoot, drivers were recently reinstalled from the HP website for the computer's configuration.
    Windows updates are up to date.
    The current winver is: 1809 build 17763.379

    The computer was recently rebooted.

    This is the typical troubleshooter:

    Click image for larger version. 

Name:	network diagnostics.PNG 
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ID:	227848

    There was an Intel pop up that disappeared before the snipping tool image was made.

    What troubleshooting steps are available to determine the cause of the problem?

    The range extender has not yet been rebooted.
    The network box has not yet been rebooted.
    A network reset has not yet been performed.


    Click image for larger version. 

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    addendum:
    This was the Intel popup:

    Click image for larger version. 

Name:	network diagnostics part 3.PNG 
Views:	21 
Size:	9.5 KB 
ID:	227850

    Can the Intel Management technology be the source of the problem?
    The other nearby computers did not have this feature selected.
      My ComputerSystem Spec

  2. Caledon Ken's Avatar
    Posts : 13,763
    Windows 10 Pro x64 Build 1809
       #2

    Hi zbook.

    The dreaded Intel AC-7260.

    As an owner and long time sufferer I can only recommend three things.

    Find the "Right" driver, replace the radio or get a USB Wifi Dongle.

    I blew away the Intel Proset, really not required. You said this recently started. If it only this device it very well indicates that the network gear is sound and it is the 7260. (or the way Windows is interacting with adapter)

    The only way I can get my AC7260 to connect and stay in the game is to use a driver from February 2014. All others cause me issues. Every feature update I have to re-install. The device is currently on 1809.

    If you search issues with AC-7260 the list will be very long.


    Ken
      My ComputerSystem Spec


  3. Posts : 25,048
    windows 10 professional version 1607 build 14393.969 64 bit
    Thread Starter
       #3

    Wondering if Intel AMT was related or a cause of the disconnected wifi connections?
    More configurations (disabling) of the Intel AMT icon. Part 4 in the Intel AMT software series | Intel® Software

    The was no entry seen in msconfig.
    And there was no entry seen in add and remove programs.

    Have not yet attempted registry methods.

    The driver that was installed was from the HP website followed by windows updates.

    How to disable or uninstall Intel AMT?


    The Intel Driver and Support Assistant (DSA) was installed.

    Code:
    Intel® Driver & Support Assistant
    Identify your products and get driver and software updates for most of your Intel hardware. View a list of exclusions.
    Re-scan
    Last scan: March 22, 2019 @ 21:59
    Your PC
    These are the products and software that we detected. Click or tap on an item to view details and available options.
    
    3 software updates available
    Download all updates
    Computer
    Hewlett-Packard HP ZBook 17 G2
    Operating System
    Microsoft Windows 10 Pro (64-bit)
    Processor
    Intel® Core™ i7-4810MQ CPU @ 2.80GHz
    Graphics
    NVIDIA Quadro K4100M
    Audio
    Realtek High Definition Audio
    NVIDIA High Definition Audio
    Networking and I/O
    Intel® Ethernet Connection I217-LM
    Intel® Dual Band Wireless-AC 7260Update available
    Intel® Wireless Bluetooth®Update available
    Memory
    32 GB
    Storage
    SanDisk SD6PP4M-256G-1006
    Intel® Rapid Storage Technology (Intel® RST) User Interface and Driver for Intel® 5th/6th Generation PlatformsUpdate available
    Back to top
    Save a detailed report


    This was the driver installed from the HP website followed by Windows updates.
    Code:
    Name	[00000002] Intel(R) Dual Band Wireless-AC 7260
    Adapter Type	Ethernet 802.3
    Product Type	Intel(R) Dual Band Wireless-AC 7260
    Installed	Yes
    PNP Device ID	PCI\VEN_8086&DEV_08B1&SUBSYS_C0708086&REV_6B\CC3D82FFFF64EEB600
    Last Reset	3/20/2019 7:49 PM
    Index	2
    Service Name	NETwNb64
    IP Address	192.168.29.189, fe80::7024:dbad:ce88:e8b3
    IP Subnet	255.255.255.0, 64
    Default IP Gateway	192.168.29.1
    DHCP Enabled	Yes
    DHCP Server	192.168.29.1
    DHCP Lease Expires	3/23/2019 2:41 PM
    DHCP Lease Obtained	3/22/2019 2:41 PM
    MAC Address	‪CC:3D:82:64:EE:B6‬
    Memory Address	0xD01FE000-0xD01FFFFF
    IRQ Channel	IRQ 4294967282
    Driver	c:\windows\system32\drivers\netwbw02.sys (18.33.14.3, 3.42 MB (3,586,696 bytes), 2/6/2018 8:57 AM)


    Code:
    Intel® Driver & Support Assistant
    Detailed Report
    Last scan: 3/22/2019 10:14 PM
    Computer
    Hewlett-Packard HP ZBook 17 G2
    System Manufacturer
    Hewlett-Packard
    System Model
    HP ZBook 17 G2
    System Type
    Mobile
    Motherboard Manufacturer
    Hewlett-Packard
    Motherboard Product
    2255
    BIOS Version
    M70 Ver. 01.23
    SMBIOS Version
    2.7
    Secure Boot
    Off
    Operating System
    Microsoft Windows 10 Pro (64-bit)
    Version
    1809
    OS Build
    10.0.17763
    Build Branch
    rs5_release
    Locale
    English (United States)
    Windows Directory
    C:\WINDOWS
    System Directory
    C:\WINDOWS\system32
    .NET Framework Versions
    2.0.50727.4927, 3.0.30729.4926, 3.5.30729.4926, 4.0.0.0, 4.7.03190
    Default Internet Browser
    Internet Explorer 11.379.17763.0
    Installed Internet Browsers
    Mozilla Firefox, Google Chrome, Internet Explorer 11.379.17763.0
    Processor
    Intel® Core™ i7-4810MQ CPU @ 2.80GHz
    Manufacturer
    GenuineIntel
    Description
    Intel64 Family 6 Model 60 Stepping 3
    Architecture
    x64
    # of Cores
    4
    # of Threads
    8
    Current Clock Speed
    2801 MHz
    Current Voltage
    9.
    Level 2 Cache
    256 Kb
    Level 3 Cache
    6144 Kb
    Processor Id
    BFEBFBFF000306C3
    Revision
    15363
    Availability
    Running at full power
    Graphics
    NVIDIA Quadro K4100M
    Adapter Compatibility
    NVIDIA
    Video Processor
    Quadro K4100M
    Resolution
    1920 x 1080
    Bits Per Pixel
    32
    Number of Colors
    4294967296
    Refresh Rate - Current
    60 Hz
    Refresh Rate - Maximum
    60 Hz
    Refresh Rate - Minimum
    48 Hz
    Driver Provider
    NVIDIA
    Driver Version
    23.21.13.9125
    Driver Date
    3/16/2018
    Adapter DAC Type
    Integrated RAMDAC
    Adapter RAM
    4.00 GB
    Availability
    Running at full power
    Status
    This device is working properly. 
    Location
    PCI bus 1, device 0, function 0
    Device Id
    PCI\VEN_10DE&DEV_11B7&SUBSYS_2256103C&REV_A1\4&3AC04E8F&0&0008
    Audio
    Realtek High Definition Audio
    Driver Provider
    Realtek Semiconductor Corp.
    Driver Version
    6.0.1.8287
    Driver Date
    10/31/2017
    Device Id
    HDAUDIO\FUNC_01&VEN_10EC&DEV_0280&SUBSYS_103C2255&REV_1000\4&2ABCBDA0&0&0001
    NVIDIA High Definition Audio
    Driver Provider
    NVIDIA Corporation
    Driver Version
    1.3.36.6
    Driver Date
    3/16/2018
    Device Id
    HDAUDIO\FUNC_01&VEN_10DE&DEV_0040&SUBSYS_103C2256&REV_1001\5&1B7F3C5C&0&0001
    Networking and I/O
    Intel® Ethernet Connection I217-LM
    Manufacturer
    Intel
    Availability
    Running at full power
    Status
    This device is working properly. 
    Installed
    True
    MAC Address
    5C:B9:01:FC:A2:DE
    Service Name
    e1dexpress
    Driver Provider
    Intel
    Driver Version
    12.15.23.7
    Driver Date
    8/4/2016
    Device Id
    PCI\VEN_8086&DEV_153A&SUBSYS_2253103C&REV_04\3&B1BFB68&0&C8
    Revision
    04
    Intel® Dual Band Wireless-AC 7260
    Manufacturer
    Intel Corporation
    Availability
    Running at full power
    Status
    This device is working properly. 
    Installed
    True
    MAC Address
    CC:3D:82:64:EE:B6
    Service Name
    NETwNb64
    Driver Provider
    Intel
    Driver Version
    18.33.14.3
    Driver Date
    9/3/2018
    Device Id
    PCI\VEN_8086&DEV_08B1&SUBSYS_C0708086&REV_6B\CC3D82FFFF64EEB600
    Revision
    6B
    Intel® Wireless Bluetooth®
    
    Manufacturer
    Intel Corporation
    Status
    OK
    Driver Provider
    Intel Corporation
    Driver Version
    20.60.0.4
    Driver Date
    5/4/2018
    Device Id
    USB\VID_8087&PID_07DC&REV_0001
    Memory
    32 GB
    Physical Memory - Total
    32 GB
    Physical Memory - Available
    14.62 GB
    Virtual Memory - Total
    36.72 GB
    Virtual Memory - Available
    7.17 GB
    Page File
    C:\pagefile.sys
    Page File Space
    4.75 GB
    Storage
    SanDisk SD6PP4M-256G-1006
    Capacity
    238.47 GB
    Firmware Version
    A200806
    Serial Number
    150988401207
    Partitions
    4
    Driver Provider
    Microsoft
    Driver Version
    10.0.17763.1
    Driver Date
    6/21/2006
    Device Id
    SCSI\DISK&VEN_SANDISK&PROD_SD6PP4M-256G-100\5&2B2AF81&0&000000
    C:
    File System
    NTFS
    Compressed
    False
    Capacity
    237.05 GB
    Free Space
    75.13 GB

    A new wireless driver was installed using Intel DSA.

    Planning to reboot tomorrow and see whether it does or doesn't remain connected.
      My ComputerSystem Spec

  4. Caledon Ken's Avatar
    Posts : 13,763
    Windows 10 Pro x64 Build 1809
       #4

    Was this laptop shipped with Windows 10?

    I also ran into a Intel 3165 that wouldn't stay connected. Removed a product call Intel Smartbyte, after reading the net, and the problem resolved.

    My driver the works is V17.0.0.
      My ComputerSystem Spec


  5. Posts : 25,048
    windows 10 professional version 1607 build 14393.969 64 bit
    Thread Starter
       #5

    The computer came with Windows 7 and had been upgraded to Windows 10.

    It's been used only a few hours today.
    So far there have been no dropped connections.

    There was just a popup for Intel AMT. Clicked no.
    Have not yet rebooted to complete the driver upgrades.
    Planning to reboot this weekend.
      My ComputerSystem Spec


  6. Posts : 25,048
    windows 10 professional version 1607 build 14393.969 64 bit
    Thread Starter
       #6

    Several times today there was a lost wifi connection on the same computer.
    The others had no problems.

    Click image for larger version. 

Name:	network diagnostics part 4.PNG 
Views:	4 
Size:	17.9 KB 
ID:	228545


    Code:
    Name	[00000002] Intel(R) Dual Band Wireless-AC 7260
    Adapter Type	Ethernet 802.3
    Product Type	Intel(R) Dual Band Wireless-AC 7260
    Installed	Yes
    PNP Device ID	PCI\VEN_8086&DEV_08B1&SUBSYS_C0708086&REV_6B\CC3D82FFFF64EEB600
    Last Reset	3/24/2019 2:18 AM
    Index	2
    Service Name	NETwNb64
    IP Address	192.168.29.189, fe80::7024:dbad:ce88:e8b3
    IP Subnet	255.255.255.0, 64
    Default IP Gateway	192.168.29.1
    DHCP Enabled	Yes
    DHCP Server	192.168.29.1
    DHCP Lease Expires	3/26/2019 7:17 PM
    DHCP Lease Obtained	3/25/2019 7:17 PM
    MAC Address	‪CC:3D:82:64:EE:B6‬
    Memory Address	0xD01FE000-0xD01FFFFF
    IRQ Channel	IRQ 4294967282
    Driver	c:\windows\system32\drivers\netwbw02.sys (18.33.15.1, 3.42 MB (3,587,232 bytes), 2/6/2018 8:57 AM)
    The prior driver was: 18.33.14.3
    The current driver is: 18.33.15.1

    So the driver change had no significant impact.

    The Intel AMT software still pops open with each repair.

    The other computers have drivers 18.33.14.3 and 18.33.13.4.
    These do not have Intel AMT.

    The problem is the Intel AMT or Windows environment?
    Will try clean boot tomorrow to see if it makes any difference.
      My ComputerSystem Spec


 

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