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  1. #1
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    FX504GE Intel Wireless-AC 9560 stops working with invalid driver number

    Full model name under the notebook (usually next to the serial number): ASUS TUF Gaming FX504GE-E4062E

    Bios version: 312

    CPU: Intel i7-8750H

    Memory amount in GB: 8GB

    GPU: Nvidia 1050Ti

    SSD/HDDs/Optical drives: 128GB SSD, 1TB HDD

    AC Adapter: Original

    Operating system: Original ASUS factory image or clean install? Microsoft Activated yes/no?: Windows 10 64-bit fully activated and ASUS factory image



    Drivers Installed (include version and especially any non-ASUS approved notebook drivers): 20.120.1.1

    Any third Party temp/voltage software installed: No

    System Overclocked (provide details)?: No

    Any hardware upgraded?: No

    Issue (In addition to the problem description please let us know if the problems started recently and if you remember changing anything around the same time, etc.):

    Brought the laptop from Currys/PCworld in the UK in October and have been noticing the problem since around December 2018. The wireless card that is installed comes up with the error now and then (seemingly randomly) stating the driver number is incorrect and the wireless card just shuts off and cannot restart the wireless card service. More often than not, a reboot will fix it but it happens again and again. I have attempted using the Intel Wireless-AC 9560 drivers provided by ASUS (version number 20.50.3.3 which is latest on the support website). I have also used Intel driver and support assistant and downloaded the generic drivers and more up to date drivers for the card with that assistant. The latest version from them which I am using now is 20.120.1.1 and still does this.

    I have browsed online and some people have had similar driver problems with this wireless card but different motherboard specs and they have either said to A) update the drivers and bios or B) go into the bios and set the wireless card driver to default (This does not come up in my bios, even in advanced settings. Thought I may have misunderstood what they meant and reset my bios to default settings as a safe precaution). I have also rang ASUS tech support to attempt to figure out if they have a fix but no prevail and they would like me to send my laptop in which they said they will have to wipe my hard drives and complete reinstall (Would like to keep this as a last resort as the end of my warranty runs out in October I do believe and I don't want to have to re-apply all my settings, downloads, files and ~500GB worth of games). These are the errors I get from my event viewer:

    Intel(R) Wireless-AC 9560 160MHz : The network adapter has returned an invalid value to the driver.
    Intel(R) Wireless-AC 9560 160MHz : The version number is incorrect for this driver.

    The laptop does have a TPM in it and the errors from my event viewer are usually surrounded by stuff relating to secure boot with the same service that runs my wireless card so maybe something is chucking it off there (I think the TPM has something to do with secure boot, I haven't really looked into it as I have never had the need for one)? This is the event to do with that:

    7017 - secure boot (SB) configuration

    Has anyone had a similar problem? Any help would be appreciated. Thanks in advance!
    Last edited by TheYajrab; 04-08-2019 at 01:43 AM.

  2. #2
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    Wireless not working

    I’ve seen this issue a few times and it’s not an easy fix. Sometimes resetting the bios to factory solves the problem. Sometimes a BIOS update is required but from what I can see you have the latest version. Sometimes a driver update fixes the problem. Asus doesn’t usually have the latest drivers so try the latest Intel ones. The latest version is 20.120.1. Remember to also update the Bluetooth driver at the same time as they go hand in hand. The latest Intel one is 20.120.2. In one case reinstalling the OS fixed the problem and in another the adapter itself had to be replaced. The TPM (Trusted Platform Module) is a chip on the motherboard used to store keys like used for HD encryption. Microsoft’s Bitlocker encryption uses the TPM and a few other things. Unless you’re encrypting your HD I wouldn’t worry about any TPM errors. Unfortunately for this problem it’s usually trial and error. Start with the simple stuff first and then move up. An adapter replacement is the last thing I’d consider.

  3. #3
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    Quote Originally Posted by BuckTaylor100 View Post
    I’ve seen this issue a few times and it’s not an easy fix. Sometimes resetting the bios to factory solves the problem. Sometimes a BIOS update is required but from what I can see you have the latest version. Sometimes a driver update fixes the problem. Asus doesn’t usually have the latest drivers so try the latest Intel ones. The latest version is 20.120.1. Remember to also update the Bluetooth driver at the same time as they go hand in hand. The latest Intel one is 20.120.2. In one case reinstalling the OS fixed the problem and in another the adapter itself had to be replaced. The TPM (Trusted Platform Module) is a chip on the motherboard used to store keys like used for HD encryption. Microsoft’s Bitlocker encryption uses the TPM and a few other things. Unless you’re encrypting your HD I wouldn’t worry about any TPM errors. Unfortunately for this problem it’s usually trial and error. Start with the simple stuff first and then move up. An adapter replacement is the last thing I’d consider.
    So I had a look at what drivers I have for my bluetooth adapter and they are are currently running 20.120.2.1 and my wireless is running 20.120.1.1 which is out of date and does not match the driver of the bluetooth. I will try installing the 20.120.2.1 drivers and see if that fixes it and will update on the issue accordingly.

    EDIT - Just realised there is no 20.120.2.1 drivers for wifi on this card. They are both running the latest version anyway.
    Last edited by TheYajrab; 04-08-2019 at 03:42 PM.

  4. #4
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    Thanks for the details.

    Not sure how well this will work if you would rather wait for more feedback or back up before trying it to be safe, but you may want to consider the suggestion further below to install both the Intel wireless and bluetooth driver versions from the ASUS download site.
    Also consider enabling Windows System Restore if you haven't and creating a restore point to rollback to if things don't work out, but in a worst case scenario this may not work if you want to prepare for this possibility.

    Anyway, might be worrying a little bit too much, but if things were okay before and you haven't tried going back to the Intel wireless driver version 20.50.3.3 and Bluetooth driver version 20.50.1.2 posted on the ASUS FX504GE download site, consider trying this to compare.
    If you had them installed before, you can also use the method below to find and install previously installed driver versions.
    https://www.asus.com/us/support/FAQ/1035065

    Also, check your Win10 version by searching/running 'winver' from the Windows desktop.
    If you are not running Win10 version 1803 or 1809, you may want to consider updating your Windows version as well as using the (older) Intel wireless and bluetooth driver versions posted on the ASUS FX504GE download site.
    Last edited by cl-Albert; 04-08-2019 at 06:47 PM.

  5. #5
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    Quote Originally Posted by cl-Albert View Post
    Thanks for the details.

    Not sure how well this will work if you would rather wait for more feedback or back up before trying it to be safe, but you may want to consider the suggestion further below to install both the Intel wireless and bluetooth driver versions from the ASUS download site.
    Also consider enabling Windows System Restore if you haven't and creating a restore point to rollback to if things don't work out, but in a worst case scenario this may not work if you want to prepare for this possibility.

    Anyway, might be worrying a little bit too much, but if things were okay before and you haven't tried going back to the Intel wireless driver version 20.50.3.3 and Bluetooth driver version 20.50.1.2 posted on the ASUS FX504GE download site, consider trying this to compare.
    If you had them installed before, you can also use the method below to find and install previously installed driver versions.
    https://www.asus.com/us/support/FAQ/1035065

    Also, check your Win10 version by searching/running 'winver' from the Windows desktop.
    If you are not running Win10 version 1803 or 1809, you may want to consider updating your Windows version as well as using the (older) Intel wireless and bluetooth driver versions posted on the ASUS FX504GE download site.
    I have currently got the latest drivers from Intel and haven't had much of a problem over the last few days but I haven't had much of a chance to get on my laptop. If these drivers fail and it starts doing it again, I will try the Asus drivers though I do believe I was using these drivers when the problem started and have reverted forwards and backwards from the Intel drivers to the Asus drivers a few times. I will keep you updated with how this problem is going though.

  6. #6
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    Update

    Just an update of what has been happening, for the past few months it has been great. No problems what so ever running the latest intel drivers for the past couple of months and then all of a sudden, out of the blue it starts failing again with the same error code 10. I have checked for any recent update and there hasn't been any for atleast 2 weeks and some reason it has just started happening today (10th of June 2019). There is obviously something faulty with this card and even with a quick google search and trying multiple steps such as reverting BIOS settings to default etc and updating/backdating drivers still does not resolve my issue. I think it is time for me to get in contact with ASUS and RMA the device and either see if they can get a new intel wireless card put in or give me my money back. It is such a shame but for a device that is supposed to just work has been nothing but problems for me, especially when I need it to just work when doing online exams etc. At the moment I am having to use my phone as a wireless card and tether the wifi from my phone to my laptop just to get on the internet which is rediculous.

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