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Wi-Fi and Bluetooth stopped working – Intel Wireless-AC 9560 Code 10 Error on Dell Inspiron 7391 2-in-1

Sarath P 45 Reputation points
2026-06-12T09:41:56.56+00:00

Dear Microsoft Community Team,

I am looking for help with an issue on my Dell Inspiron 7391 2-in-1 running Windows 11 25H2.

While using the laptop, both Wi-Fi and Bluetooth suddenly stopped working at the same time.

When I opened Device Manager, I found a yellow warning icon on Intel(R) Wireless-AC 9560 160MHz. The device status shows:

This device cannot start. (Code 10) {Operation Failed} The requested operation was unsuccessful.

I also noticed another device listed as Unknown USB Device (Device Descriptor Request Failed). Its status shows:

Windows has stopped this device because it has reported problems. (Code 43) A request for the USB device descriptor failed.

Troubleshooting Already Performed

  1. Uninstalled the Intel Wi-Fi driver from Device Manager.
  2. Installed the latest Wi-Fi driver from Intel's website.
  3. The issue remained.
  4. Uninstalled the driver again.
  5. Installed the Wi-Fi driver provided by Dell for my laptop model.

Wi-Fi started working again temporarily, but the same problem returned after a short time.

Additional Diagnostics

I also ran the following commands as Administrator:

powercfg /energy

powercfg /batteryreport

I generated additional diagnostic reports related to power and system health.

During troubleshooting, I also experienced a Blue Screen error:

Stop Code: SYSTEM_SERVICE_EXCEPTION (0x3B) File: dxgkrnl.sys

System Information

Manufacturer: Dell Inc. Model: Inspiron 7391 2-in-1 Processor: Intel Core i7-10510U RAM: 16 GB BIOS Version: 1.21.0 (10-Aug-2023)

Storage

SSD: WD Green SN350 1TB

Current Network Setup

The laptop has only one USB port. Since the built-in Wi-Fi is not working, I am currently using a TP-Link USB Gigabit Ethernet adapter for internet access, along with an external mouse and keyboard.

Diagnostic Files

I have uploaded the following files for review:

  1. Energy Report
  2. Battery Report
  3. Power/Thermal Reports
  4. Event Viewer Logs
  5. BSOD Minidump Files

Google Drive Link: https://drive.google.com/drive/folders/1IohXxLqD9F-01ryc-JT0aMgc-n6wpQee?usp=drive_link

Questions:

Could someone please help me determine:

  1. Does this appear to be a Windows or driver-related issue?
  2. Could this indicate a hardware problem with the Intel Wireless-AC 9560 card or motherboard?
  3. What additional troubleshooting steps would you recommend?
  4. Based on the information provided, would you suggest focusing on software troubleshooting or hardware diagnostics?

Please let me know if any additional information, screenshots, or reports would be helpful.

Thank you very much for your time and assistance.

Windows for home | Windows 11 | Devices and drivers
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  1. Sumit D - IA 170.4K Reputation points Independent Advisor
    2026-06-12T16:51:38.36+00:00

    I have not performed a PC Reset recently. However, last year my SSD was replaced, and Windows was completely reinstalled on the new drive. Since then, I have not performed any additional reset or reinstallation of Windows.

    You must try that now however, your applications will be lost.

    Regarding the BIOS, my current version is 1.21.0 (10-Aug-2023). After checking the Dell Support website for my Inspiron 7391 2-in-1, I found that 1.21.0 is currently the latest BIOS version available, so there are no newer BIOS updates to install.

    Perfect!

    If the Reset does not solve it, the wireless card needs to be replaced.

    I hope this information helps. If you have any more questions, don't hesitate to reach out.

    Otherwise, if your problem is resolved, please take a moment to rate the answer. Wishing you good luck!

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  2. Sumit D - IA 170.4K Reputation points Independent Advisor
    2026-06-12T10:26:06.0666667+00:00

    Hi,

    There is a single card that handles both WiFi and Bluetooth functionality. Your ticket indicates it has gone bad, as indicated by error code 43.

    Did you, by any chance, try a PC Reset?

    What about any BIOS updates if available?

    https://www.yourwindowsguide.com/2025/01/update-bios-firmware-windows.html

    A Windows MVP writes content on the above website, so it is safe. However, do watch out for the ads. It should translate into your Browser language automatically.

    Was this answer helpful?

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