Intel Wireless-AC 9560 problems to 5GHz networks

[NikolaV]

Hi,

I own an HP Spectre x360 15 (late 2018 version). At the moment, I run latest Windows 10 version, but the problem has been present ever since I bought the laptop in February 2018. The laptop has an Intel Wireless-AC 9560 card that struggles to connect to almost all wireless routers. 

The problems are various. The first problem was that connecting to 2.4 GHz networks made bluetooth connection drop too often, which makes using e.g. wireless speakers impossible. However, I have found out that 5 GHz networks are preferred for this wireless card and so ever since I configured the card to use 5 GHz network instead of 2.4 GHz (of course when available), it has made the bluetooth problems go away.

However, a big problem I still have is to connect to 5 GHz networks if my laptop is not in the same room as the router. Let's say that I am in the same room in a place just 1.5m away (or even further but int he same room) from the router. In that case, the connection always succeeds. If now I disconnect and move less than 1m away in such way that I move to another room (my laptop is behind a thin wall now), connecting fails with Reason: Dynamic key exchange did not succeed within configured time, as per wlan report. 

What is even weirder is that if I connect while in the same room, and then move to that another room even farther away into it (5m away from the router), the connection keeps alive and internet works without problems. However, if it fails at some point for any reason, I am not able to reconnect and then I have to go back to the first room.

This happens with multiple routers, so the problem must be the wireless card. I have always used the latest drivers, and the problem has been present with all of them.

I have been researching on the internet and I know that this wireless card is a problematic one. I hoped something could be done by modifying card setting, yet I haven't found anything relevant.

Here you have the two parts from wlan reports - one dealing with failure while connecting, and one with success.

https://1drv.ms/u/s!AkkynkURjDzNls5CWnHQRjS3dK55Gw?e=brXbhu

[KrazyToad]

@NikolaV

Welcome to HP Community

I have gone through your Post and would like to help

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[NikolaV]

Hi @KrazyToad

I have been using HP Support Assistant ever since I bought the laptop. Drivers are up to date. I am also using Intel Driver and Support Assistant for having latest drivers. Windows 10 is also updated.

Any other suggestion?

Best regards,

Nikola

[KrazyToad]

@NikolaV

Thanks for keeping us posted

Since the Notebook has all the updates and the issue persists with multiple networks, I suggest you contact HP Support for Service Options

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you

[NikolaV · Accepted solution]

@KrazyToad

I took the laptop to official HP repair shop and after opening the laptop they discovered that one WiFi antenna was physically disconnected. They reattached it and now WiFi works perfectly!