Acer Predator Helios 300 PH315-51 wifi keeps getting disconnected - event log shows device failure

Hi,

My Acer Predator Helios 300 is not even a month old, but it keeps getting disconnected from the internet all the time. When I checked the event manager logs, it shows a wifi device failure as follows:

Intel(R) Wireless-AC 9560 160MHz : Has determined that the network adapter is not functioning properly

And this as well:

Intel(R) Wireless-AC 9560 160MHz : Has encountered an internal error and has failed.

Recently my laptop crashed for the first time, and I suspect it might be because of this faulty hardware.

Is there anything I can do before contacting Acer directly?

Thanks in advance,

Edited the content to hide personal information

Accepted answers

MrL

Ok it looks like I finally got it sorted, but I tried something else.
I tried to update it to the latest version using this software; https://dpsro.com/download/?pid=69&utm_source=qduitlblog&utm_campaign=itlblog&p=QDU5366_QDU5247_RUNT&utm_pubid=how-to-completely-uninstall-drivers-windows-10-2&utm_medium=ddlsite&fbclid=IwAR0Ixsutck6HKfHdctWnJGmAcNJ1ew5VdhR_26yzA5RMPS2JSdit7Qd1xK0

But I want to say thank you guys very much for taking your time to try and help me!

All comments

brummyfan2

Hi,
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

karanp94

brummyfan2 said:

Hi,
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

Hi,

So I intalled drivers using Intel's driver and support assistant, and I think it's working now, I don't see the error anymore.

Will wait and watch for another day or so to confirm though.

Thanks for your answer!

brummyfan2

karanp94 said:

brummyfan2 said:

Hi,
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

Hi,

So I intalled drivers using Intel's driver and support assistant, and I think it's working now, I don't see the error anymore.

Will wait and watch for another day or so to confirm though.

Thanks for your answer!

You are welcome

MrL

My predator is doing the same thing. I lose wifi to all devices.
Is this easy to fix? I am not that computer savvy and did this really fix it permanently?

karanp94

MrL said:

My predator is doing the same thing. I lose wifi to all devices.
Is this easy to fix? I am not that computer savvy and did this really fix it permanently?

It worked for me, my wifi is working flawlessly now.

As for the process of doing it, its quite simple: Just google Intel driver and support asisstant, download the program, run it. It will scan your hardware and recommend drivers for you if your drivers are not already up-to-date. You can then click and install whichever drivers you want.

MrL

karanp94 said:

MrL said:

My predator is doing the same thing. I lose wifi to all devices.
Is this easy to fix? I am not that computer savvy and did this really fix it permanently?

It worked for me, my wifi is working flawlessly now.

As for the process of doing it, its quite simple: Just google Intel driver and support asisstant, download the program, run it. It will scan your hardware and recommend drivers for you if your drivers are not already up-to-date. You can then click and install whichever drivers you want.

Do i have to uninstall my old drivers first?
And if it screws it up and i can`t get back online, is it easy to redo?

MrL

brummyfan2 said:

Hi,
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

Hi. So I have the same problem with my Acer Predator Helios 300 model Predator PH315-53, so what do I need to download and install to get my laptop to stop shutting down my WIFI?
And can I save my old software just in case it does not solve my problem? Just to be sure I will not lose accsess to wifi completely.
I am horrible at this. Not sure how to do it etc.

brummyfan2

MrL said:

brummyfan2 said:

Hi,
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

Hi. So I have the same problem with my Acer Predator Helios 300 model Predator PH315-53, so what do I need to download and install to get my laptop to stop shutting down my WIFI?
And can I save my old software just in case it does not solve my problem? Just to be sure I will not lose accsess to wifi completely.
I am horrible at this. Not sure how to do it etc.

Hi,
Ideally, you should have started a new thread, anyway, follow the instructions.
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

MrL

brummyfan2 said:

MrL said:

brummyfan2 said:

Hi,
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

Hi. So I have the same problem with my Acer Predator Helios 300 model Predator PH315-53, so what do I need to download and install to get my laptop to stop shutting down my WIFI?
And can I save my old software just in case it does not solve my problem? Just to be sure I will not lose accsess to wifi completely.
I am horrible at this. Not sure how to do it etc.

Hi,
Ideally, you should have started a new thread, anyway, follow the instructions.
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

Howdy sir.
That you for trying to help me, I REALLY appreciate it. (excuse my broken english)
I did start a new thread, but to be honest I was hoping to get you to help a poor ole swede out. haha. I am lost when it comes to this.

Ok, so if I do this and it still shuts my wifi off, or I cant not get on the internet at all, is it easy to revert/reverse?

Sorry for being such a pain in the ****, but I really am helpless and really frustrated.

MrL

I also heard of people stopping the app called Killer network controller.
Should I do that too?

brummyfan2

MrL said:

brummyfan2 said:

MrL said:

brummyfan2 said:

Hi,
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

Hi. So I have the same problem with my Acer Predator Helios 300 model Predator PH315-53, so what do I need to download and install to get my laptop to stop shutting down my WIFI?
And can I save my old software just in case it does not solve my problem? Just to be sure I will not lose accsess to wifi completely.
I am horrible at this. Not sure how to do it etc.

Hi,
Ideally, you should have started a new thread, anyway, follow the instructions.
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

Howdy sir.
That you for trying to help me, I REALLY appreciate it. (excuse my broken english)
I did start a new thread, but to be honest I was hoping to get you to help a poor ole swede out. haha. I am lost when it comes to this.

Ok, so if I do this and it still shuts my wifi off, or I cant not get on the internet at all, is it easy to revert/reverse?

Sorry for being such a pain in the *****, but I really am helpless and really frustrated.

No problem, yes you can go back to the driver you had by reinstalling that driver, could you please post the current driver version, you can find it in Device manager.

brummyfan2

Hi,
This thread is about PH315-51 but your model is PH315-53, you understand why I have asked to create a new thread, you have to download driver version 2.2.1410 from here:https://www.acer.com/ac/en/GB/content/support-product/8376?b=1

MrL

brummyfan2 said:

MrL said:

brummyfan2 said:

MrL said:

brummyfan2 said:

Hi,
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

Hi. So I have the same problem with my Acer Predator Helios 300 model Predator PH315-53, so what do I need to download and install to get my laptop to stop shutting down my WIFI?
And can I save my old software just in case it does not solve my problem? Just to be sure I will not lose accsess to wifi completely.
I am horrible at this. Not sure how to do it etc.

Hi,
Ideally, you should have started a new thread, anyway, follow the instructions.
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

Howdy sir.
That you for trying to help me, I REALLY appreciate it. (excuse my broken english)
I did start a new thread, but to be honest I was hoping to get you to help a poor ole swede out. haha. I am lost when it comes to this.

Ok, so if I do this and it still shuts my wifi off, or I cant not get on the internet at all, is it easy to revert/reverse?

Sorry for being such a pain in the *****, but I really am helpless and really frustrated.

No problem, yes you can go back to the driver you had by reinstalling that driver, could you please post the current driver version, you can find it in Device manager.

Ok so this is what I found:

Killer(R) Wi-Fi 6 AX1650i 160MHz Wireless Network Adapter (201NGW)
Version: 21,70,0,6

MrL

brummyfan2 said:

MrL said:

brummyfan2 said:

Hi,
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

Hi. So I have the same problem with my Acer Predator Helios 300 model Predator PH315-53, so what do I need to download and install to get my laptop to stop shutting down my WIFI?
And can I save my old software just in case it does not solve my problem? Just to be sure I will not lose accsess to wifi completely.
I am horrible at this. Not sure how to do it etc.

Hi,
Ideally, you should have started a new thread, anyway, follow the instructions.
Go to Acer support site and download driver version 20.20.0.4 and save it in Desktop, then go to Device Manager, expand Network adapters, right click the AC9560 and select Properties, move to Driver tab and uninstall the driver, install the driver you have downloaded and see whether it resolves the problem.
Product Support | Acer United Kingdom

I can not see or find where it says: AC9560
Maybe I am looking aat the wrong place or it says something different on my device?

brummyfan2

Hi@MrL
Please read my above post, you don't have AC9560, your laptop model is PH315-53, don't confuse with PH315-51 model, you have to create your own thread to avoid this confusion.
You need to download driver version 2.2.1410 from Product Support | Acer United Kingdom look for Wireless LAN Driver.

MrL

brummyfan2 said:

Hi@MrL
Please read my above post, you don't have AC9560, your laptop model is PH315-53, don't confuse with PH315-51 model, you have to create your own thread to avoid this confusion.
You need to download driver version 2.2.1410 from Product Support | Acer United Kingdom look for Wireless LAN Driver.

I did what yuo said, but now t is saying I have version 21.70.0.6 again.
Do I have to do it all over again?
I do not know what I did wrong. Did not think I did it wrong to be honest.

Commodore_1995#

check this driver: https://downloadcenter.intel.com/pt-br/download/29850/Software-Intel-PROSet-Wireless-e-drivers-para-administradores-de-ti?product=99446

MrL

Was I suposed to open the Setup_Driver that s a Windows commandoscript?
Microsoft Defender Smartsceen is stopping to run. To run the app could be a risk for the comuter.

But I have the option to run it anway.

Trying to translate from swedish as good as I can

brummyfan2

Yes, give the driver posted by @egydiocoelho a try.

MrL

Instead of the one you recommended? I downladed it, but guess I clicked the wrong thing in the folder to install it:

I looked at what he posted to, assuming I should get the one at the top unless I try to intall what you recommended, but do it the right way this time.
(open the Setup_Driver that s a Windows commandoscript)

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