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Support

Intel® Wireless Troubleshooter


Last Reviewed: 09-Jan-2017
Article ID: 000006634

Contents:

What is it?
Starting Intel® Wireless Troubleshooter
Screen descriptions
Menu options
Resolve issues found by Intel® Wireless Troubleshooter

 

What is it?

Intel® Wireless Troubleshooter is an option in the Intel® WiFi Connection Utility (Intel® PROSet/Wireless Enterprise Software) and helps resolve Wi-Fi network connection issues.

Note: The Intel® Wireless Troublesshooter is part of the Intel® PROSet/Wireless Enterprise Software that is not installed by default. See how to install the Intel® PROSet/Wireless Enterprise Software with a customized install.
 

When a connection issue is detected, a desktop alert displays at the bottom right corner of your desktop.

 

Desktop alert

 

Click the desktop alert. A diagnostic message displays recommended steps to resolve the connection problem.

The Intel Wireless Troubleshooter page has two panes. Left-click on the left pane to display a list of available tools. The right pane displays the current connection issue in a section. Each section has two parts:

  • Error message: lists the error message.
  • Recommended action: describes available utilities and help to resolve the associated connection issue. If you click a help link, the help text displays in a window. If you click the associated issue resolution link, a program launches to resolve the connection issue.

 

Starting Intel® Wireless Troubleshooter

In Windows XP*/7*/8.1*:

  1. Click Start > All Programs > Intel® PROSet Wireless > WiFi Connection Utility.
  2. Click Tools > Intel Wireless Troubleshooter... on the main window.

    Intel Wireless Troubleshooter

 

Screen descriptions

 
Available help
  • Description of error
  • Link to resolve error (if available); see resolve errors below
  • Link to recommended steps to resolve error
History Maintains a list of the last five alerts. The alerts are listed chronologically, with the most recent alert at the top of the list.
 

Menu options
 

File

Wireless Event Viewer: launches Wireless Event Viewer.

Disable/Enable Notifications: select to disable or enable alert notifications.

Exit: click to exit the Intel Wireless Troubleshooter application.

View Displays or removes the History data on the right panel of the Intel Wireless Troubleshooter.
Tools Manual Diagnostics Tool: run diagnostic test to verify the functionality of your Wi-Fi adapter.
Help

Intel Wireless Troubleshooter Help: displays online help for the Intel Wireless Troubleshooter.

About: displays version information for the Intel Wireless Troubleshooter.

 

Resolve issues found by Intel® Wireless Troubleshooter

Click or the topic for details.

Follow the recommendations for how to resolve detected WiFi network connection issues.

For more help with the topics or steps listed, at the Tools menu, click the Open Viewer button next to View wireless events. When the Wireless Event View screen displays, click Help in menu at the top of the screen.

WiFi adapter did not get an IP address

The WiFi adapter failed to get a valid IP address. The wireless security password or encryption key does not match the one used by the access point.

Other causes are: the wireless network requires a static IP address, there is a problem with the DHCP server, or, a general network problem.

To resolve:

  1. Re-enter the wireless security password in the network security settings.
  2. Restart the access point, router, computer, and DSL/cable modem.
  3. Verify the security configuration on the access point or wireless router. For assistance, contact your access point or router manufacturer.
  4. Contact your network administrator for help to set up your wireless connection.
The ad-hoc network is idle and no peers have joined the network

If you create an ad-hoc network and no peers join for two minutes, the alert notifies you that the ad-hoc network is idle.

The alert notification is enabled or disabled in the application settings.

To resolve:

  1. From the Tools menu, click Application Settings.
  2. Scroll down to locate Device to Device Network Notification.
  3. Clear the check box: Notify when no peers have joined the ad hoc network.
  4. Click OK to save your settings. Return to the WiFi connection utility main window.
The ad-hoc network is idle and all peers have left the network

If you create or join an ad-hoc network with other participants, an alert notifies you when any or all participants have left the ad-hoc network. The alert notification is set in the application settings.

To resolve:

  1. From the Tools menu, click Application Settings.
  2. Scroll down and locate Device to Device Network Notification.
  3. Clear the check box: Notify when all peers leave the ad hoc network.
  4. Click OK to save your settings. Return to the WiFi connection utility main window.
You are connected to a network with a default network name (SSID). The network or the access point may not be configured with security.

Connecting to an access point that uses a default network name (SSID) can be a security problem. The access point usually uses all default security and management settings. For example: open authentication, default IP address, user name, or password. If it is a personal network, change the network name and security settings to improve the security of the network. The alert notification is enabled or disabled in the application settings.

To resolve:

  1. From the Tools menu, click Application Settings.
  2. Scroll down to locate SSID Notification.
  3. Clear the check box: Notify when connected to a network with the default SSID name.
  4. Click OK to save your settings. Return to the WiFi connection utility main window.
You are connected to a network that is not configured with security. There are shared folders detected in your system

File and printer sharing enables other computers on a network to access resources on your computer. Be cautious when using your wireless portable computer with file and printer sharing enabled. If you are alerted when connecting to a wireless LAN with shared folders, you can disable this notification.

To resolve and restore the network shared folders on disconnection:

  1. From the Tools menu, click Application Settings.
  2. Scroll down to locate Shared Folder Notification.
  3. Select Disable this notification to maintain your current shared folder settings each time that you connect to an open, unsecured network.
  4. Click OK to save your settings. Return to the WiFi connection utility main window.
Wireless network adapter in the system is disabled

To enable the WiFi adapter:

  1. Right-click My Computer.
  2. Select Properties.
  3. Click Device Manager.
  4. Double-click Network Adapters.
  5. Right-click the Intel® PRO/Wireless adapter that is listed.
  6. Click Enable.
  7. Click File > Exit to close the Device Manager.
  8. Click OK to close System Properties.
No wireless network adapter was detected in the system

The system could not detect an Intel® Wi-Fi adapter in the system.

First verify if there is a WiFi adapter listed in the Device Manager:

  1. Right-click My Computer.
  2. Select Properties.
  3. Click Device Manager.
  4. Double-click Network Adapters.

If an Intel® PRO/Wireless adapter is listed, update the driver from Intel® Download Center. If an Intel® PRO/Wireless adapter is not listed, contact your computer manufacturer.

No wireless network adapter driver was installed

The system could not detect an Intel® Wi-Fi adapter in the system. You might need to update the WiFi adapter driver.

First verify if there is a WiFi adapter listed in the Device Manager:

  1. Right-click My Computer.
  2. Select Properties.
  3. Click Device Manager.
  4. Double-click Network Adapters.

If a WiFi adapter is listed:

  1. From the Control Panel, click Programs > Programs and Features > Intel® PROSet/Wireless WiFi Software.
  2. Click Change.
  3. Select Repair.
  4. Click Next.

If these steps do not resolve the problem, download and install the latest software for the Intel® Wireless Adapter from Intel® Download Center. If an Intel® PRO/Wireless adapter is not listed, contact your computer manufacturer.

Corrupted wireless network adapter driver

The system detected that the network driver is corrupted. Update the WiFi adapter driver:

  1. Right-click the Intel® PRO/Wireless network card that is installed in your computer.
  2. Click Update Driver. The Hardware Update Wizard is displayed.
  3. At the Hardware Update Wizard screen, click Yes, this time only.
  4. Click Next.
  5. Click Install the software automatically. Or if you know where the driver is located, click Install from a list or specified location.

If an Intel® PRO/Wireless adapter is listed, update the driver from Intel® Download Center. If an Intel® PRO/Wireless adapter is not listed, contact your computer manufacturer.

If you receive the message Cannot Continue the Hardware Update Wizard, contact Intel customer support.

Adapter driver is not loaded

The system detected that the WiFi adapter driver is not loaded. Install/update the WiFi adapter driver:

  1. Right-click the Intel® PRO/Wireless network card that is installed in your computer.
  2. Click Update Driver. The Hardware Update Wizard is displayed.
  3. At the Hardware Update Wizard screen, click Yes, this time only.
  4. Click Next.
  5. Click Install the software automatically. Or if you know where the driver is located, click Install from a list or specified location.

If an Intel® PRO/Wireless adapter is listed, update the driver from Intel® Download Center. If an Intel® PRO/Wireless adapter is not listed, contact your computer manufacturer.

If you receive the message Cannot Continue the Hardware Update Wizard, contact Intel customer support.

Disconnection from an access point

The following error messages are displayed when the WiFi adapter is disconnected from the network access point.

  • Disconnect from access point due to failed association.
  • Disconnect from access point due to authentication failures.
  • Disconnect from access point due to TKIP Michael Integrity Check failure.
  • Disconnect from access point due to Class 2 frame non-authentication failure.
  • Disconnect from access point due to Class 3 frame non-association failure.
  • Disconnect from access point due to reassociation failure.
  • Disconnect from access point due to Information Element failure.
  • Disconnect from access point due to EAPOL-Key protocol 4-way handshake failure.
  • Disconnect from access point due to 802.1X authentication failure.

Recommended action:
Manually reconnect or verify network settings stored in profile then remove the access point from the exclude list. For example, on the WiFi connection utility main window, click Profiles to open the profiles list. Select the profile and click Connect.