6 GHz Wi-Fi band not visible

[SGoodman]

The Intel Wi-Fi 6E AX211 came preinstalled on my HP Envy. It connects to the 5 GHz band, and the 6 GHz band isn't even visible. What are some troubleshooting steps I can take to see the 6 GHz band? There is a support document on how to enable 6E, but it only lists requirements.

I have installed and run the Intel System Support Utility. The output is attached.

[JaveA_Intel]

Hi SGoodman,

For this issue you can try to install the OEM recommended driver which can be downloaded on your computer's manufacturer's website https://support.hp.com/us-en/drivers/hp-envy-17.3-inch-laptop-pc-17-cr1000/model/2101525820?sku=7Q9Q7UA. You can perform clean installation. Here's how to https://www.intel.com/content/www/us/en/support/articles/000022173/wireless.html

Regards,

Jave Vincent A.

Intel Customer Support Engineer

[SGoodman]

Thanks for the suggestion.

I uninstalled the driver, restarted, then installed the OEM driver. The 6 GHz band still isn't visible. Is there anything else I can try?

[JaveA_Intel]

Hi SGoodman,

To further investigate on the issue, can we get the Intel SSU log file of the computer? Here's how to get it https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

Regards,

Jave Vincent A.

Intel Customer Support Engineer

[SGoodman]

Please see my first post.

[JaveA_Intel]

Hi SGoodman,

Thank you for providing the needed information. Regarding this, We will further investigate this with our team and we will get back to you as soon as possible.

Regards,

Jave Vincent A.

Intel Customer Support Engineer

[SGoodman]

Thank-you very much.

Shane.

[JaveA_Intel]

Hi SGoodman,

As per investigation with our team you can check the following:

• Access point must support the same technology to be able to see the band.
• Can we get the AP brand or the router model used?
• Have you ever able to see the 6 G band from this device? Can you see the band in different networks outside home?

Regards,

Jave Vincent A.

Intel Customer Support Engineer

[SGoodman]

The access point is Telus Boost Wi-Fi 6E, manufactured by Technicolor

model number B25T
part number EWM222TTLU

It supports Wi-Fi 6E: 802.11 a/b/g/n/ac/ax.

Unfortunately I don't have another device that has Wi-Fi 6E that I can test it on. I will try to figure something out in the next few days.

Shane.

[JaveA_Intel]

Hi SGoodman,

Thank you for providing the needed details. Also we will wait for the result of the suggested step if that is doable. While doing that I will further investigate this with our team.

Regards,

Jave Vincent A.

Intel Customer Support Engineer

[JaveA_Intel]

Hi SGoodman,

As per investigation we advise to make sure the AP has enabled the 6ghz option available. Also can we get a screenshot from the advanced settings wireless mode with the option currently selected?

Regards,

Jave Vincent A.

Intel Customer Support Engineer

[SGoodman]

Here is the screenshot. The "split" toggle allows me to have 6 GHz on the same or separate SSID. I've tried both.

Shane.

[JaveA_Intel]

Hi SGoodman,

Thank you for providing the needed details. Also we will wait for the result of the suggested step if that is doable. While doing that I will further investigate this with our team.

Regards,

Jave Vincent A.

Intel Customer Support Engineer

[JaveA_Intel]

Hi SGoodman,

Thank you for providing the needed information. Regarding this, We will further investigate this with our team and we will get back to you as soon as possible.

Regards,

Jave Vincent A.

Intel Customer Support Engineer

[JaveA_Intel]

Hi SGoodman,

As per investigating with our team, we recommend to Contact your Access Point router manufacturer to make sure settings are applied correctly.

I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Regards,

Jave Vincent A.

Intel Customer Support Engineer