My MSI Modern 14 A10M had been working normally for years with its factory Intel Core i5-10210U, 8GB of RAM, 500GB NVMe SSD, and Intel 9560NGW Wi-Fi/Bluetooth card. During a recent overseas trip, the wireless connection stopped working. The adapter first disappeared from Network Connections, although it was still listed in Device Manager. Disabling and re-enabling it did nothing, and uninstalling the device and reinstalling Intel's drivers did not help. Eventually, it disappeared from Network Adapters entirely and only appeared as a generic Network Controller and Unknown Device.
I tested the laptop with an Ubuntu live USB, but neither Wi-Fi nor Bluetooth appeared there either. I also removed and reseated the wireless card, cleaned the contacts and slot, and checked the system again without success. There may have been a Windows 11 update around the same time, and I wondered whether using the laptop with a simple plug adapter on a 240V-compatible charger could have caused damage. Since the problem happens in both Windows and Ubuntu, I suspect the hardware may have failed. I have ordered an Intel AX210 replacement and would appreciate any other suggestions or likely explanations.
2 Answers
A wireless card can simply fail, and your troubleshooting already covers the main software possibilities. Removing and reseating it, testing with Ubuntu, and checking whether it announces itself at all are the right steps. Since it is missing from both operating systems, replacing the card is the most logical next move.
This is almost certainly hardware rather than a Windows driver problem. Intel cards will usually appear in Linux even if they cannot connect to a network, so the fact that both Wi-Fi and Bluetooth are absent points to the 9560NGW or, less likely, the motherboard slot. You could check the BIOS for wireless-device detection, but replacing the card is a reasonable test. Also make sure both antenna leads are firmly snapped onto the new card.
The new AX210 worked immediately. It fixed the problem and also gave me 6 GHz support, so it ended up being a worthwhile upgrade.
That turned out to be the issue. The replacement card brought everything back.