Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Beginner
139 Views

AC 9560 / AX200 connection problems (Gaming)

I can use internet on 5GHz wifi all day, watch youtube , download game from steam, but when I try to connect to game server, I lose internet every time i hit "log in" button or after login

I have try to do the ping test when play game, found that
It doesn not happen when I'm on 2.4GHz, I can log in and play Would of Warship / AOE thought Stream.
When I fail to connect with game server with 5GHz wifi, I"m still connected, but I have no internet. The weird part is I have to connect do 2.4GHz and switch back to 5GHz to restore internet access on this wifi.
It doesn't matter how far I am from router, it happens anyway even if i put my laptop next to it.
It's MSi GF63 with intel AC 9560, so I'm sure it can use 5GHz wifi.

Someone has told me to update driver or replaced a new wifi card, I hace update the driver ver and replaced a new wifi card but problem still happening.

I buy my notebook on Mar 2020, the problem is happen after windows update about Sep 2020, as before there was no problem on play game with 5G WIFI

Now i need to switch WIFI to 2.4G when I going to play game

Attached with the screen capture of Ping Test when Play Game and Intel SSU result

Operating System: Microsoft Windows 10 家用版(10.0.19042 Build 19042)

Intel Wifi Driver Ver: 22.0.0.6 | Date : 2020/9/17

0 Kudos
7 Replies
Highlighted
120 Views

PanPan, Thank you for posting in the Intel® Communities Support.

 

In order for us to provide the most accurate assistance on this matter, we just wanted to confirm a few details about your system:

What is the model of the Router?

The notebook came with the Intel® Wireless-AC 9560 card pre-install, you replace it with Intel® Wi-Fi 6 AX200 card and that is the one you are currently using, correct?

Did you check with MSI directly before replacing the Intel® Wireless card to make sure it is fully compatible with their system?

If you use the Ethernet connection and test the steam application, is the problem the same when trying to connect to the game server?

You mentioned "the problem is happen after windows update about Sep 2020", by any chance, for testing purposes, do you have the option to do a rollback of Windows* to version 1909 and restore it to factory settings? We recommend before tying this step to first of all back up all the information you might have in your system and also to get in contact directly with MIS for guidance on this procedure, since there might be some restrictions related to the Windows* license:

https://us.msi.com/support

 

Any questions, please let me know.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

 

0 Kudos
Highlighted
Beginner
112 Views

@Alberto_R_Intel1  Thanks for help

What is the model of the Router?

Asus RT AC68U Before, Now i have change Linksys EA9350 for Wifi 6 since i think is the router problem

The notebook came with the Intel® Wireless-AC 9560 card pre-install, you replace it with Intel® Wi-Fi 6 AX200 card and that is the one you are currently using, correct?

Yes, I have try to do the test with AC9560 but have the same problem

Did you check with MSI directly before replacing the Intel® Wireless card to make sure it is fully compatible with their system?

Hardware is no problem, it is the software problem, this is not include with MSI warranty 

If you use the Ethernet connection and test the steam application, is the problem the same when trying to connect to the game server?

Yes, no any problem found

You mentioned "the problem is happen after windows update about Sep 2020", by any chance, for testing purposes, do you have the option to do a rollback of Windows* to version 1909 and restore it to factory settings? We recommend before tying this step to first of all back up all the information you might have in your system and also to get in contact directly with MIS for guidance on this procedure, since there might be some restrictions related to the Windows* license:

Sure, i have try to reset to factory default, i have use windows's reset function, after reset windows has auto update to the near ver. and I lose my back usb driver (i have do the backup usb when i buy notebook) ; otherwise, I have download windows 10 from Microsoft and re-install again, but also is the update ver. so i can't rollback to old version of windows 10

I don't know what can i do now, i think i must found out the OS backup USB driver and re-store it

0 Kudos
Highlighted
100 Views

PanPan, Thank you very much for providing that information.


We will do further research on this matter, as soon as I get any updates I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


0 Kudos
Highlighted
59 Views

PanPan, I just received an update on this matter.

 

While we are still currently working on this case, please provide the SSU report, mark the option of getting 3rd party logs as well and event log, in order for us to be able to verify further details about the components in your system:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

 

Also, please fill the information requested in the document attached to this post so we can better assist you.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

 

0 Kudos
Highlighted
27 Views

Hello PanPan, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


0 Kudos
Highlighted
Beginner
22 Views

I have re-install my windows now,

but the problem still happening, i have no idea now

attached with update SSU log file

hope the problem can be solved

0 Kudos
Highlighted
12 Views

PanPan, Thank you very much for sharing those details.


Just to let you know, there are new Intel® drivers available on our web site that were released recently, so, what we can try is a clean installation of those drivers following the instructions in the link below, please install Intel® Wireless driver version 22.10.0:

https://www.intel.com/content/www/us/en/support/articles/000022173/network-and-io/wireless.html

https://downloadcenter.intel.com/download/30057/Windows-10-Wi-Fi-Drivers-for-Intel-Wireless-Adapters...


And then, Intel® Bluetooth driver version 22.10.0, once you get the chance, please let us know the results:

https://downloadcenter.intel.com/download/30061/Intel-Wireless-Bluetooth-for-Windows-10?product=1893...


If the problem persists after trying to install those drivers, please fill the form attached to this post and provide the SSU report with the updates.


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


0 Kudos