AC 9560 will not connect if .11r is enabled.

[DustinA]

Got an issue we are trying to figure out. We have a lot of Dell towers that have Intel AC 9560 wireless chips. If we enable .11r on the wireless the computers are unable to connect. Everything I find says it is supported and I've tried the current drivers.

Looking for any suggestions.

Site that verifies .11r support

https://www.intel.com/content/www/us/en/support/articles/000021562/wireless.html

[JedG_Intel]

Hello DustinA,

Thank you for posting on Intel Community Forum.

I understand that you are having issues with enabling fast roaming 802.11r. Please share the information below for me to address this properly.

1. Are you able to connect when the 802.r is disabled?

2. Was this working fine before?

3. Are there any recent changes to the system?

4. How many units are affected?

Please also generate SSU report for me to check your system configuration and components.

I look forward to your response.

Best regards,

Jed G.

Intel Customer Support Technician

[DustinA]

1. Are you able to connect when the 802.r is disabled?

      Yes

2. Was this working fine before?

    Unknown. Not usually used wirelessly.

3. Are there any recent changes to the system?

    No

4. How many units are affected?

     50-75 wireless. ~500+ wired.

[JedG_Intel]

Hi DustinA,

Thank you for sharing this information.

I will investigate this matter and I will give you an update as soon as possible.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello DustinA,

I'm following up on the investigation that I had conducted. Please try IEEE11nMode:802.11n/ac Wireless Mode:"2. 802.11n (1)" change to 802.11ac for AC 9560 settings. 

Should you encounter the same issue, please let me know.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello DustinA,

I wanted to check if you had the chance to try the recommendation I posted. Please let me about the outcome so we can get this matter resolved.

Best regards,

Jed G.

Intel Customer Support Technician

[DustinA]

Sorry, been on other stuff also.

No, switching to N or AC does not allow it to connect.

[JedG_Intel]

Hello DustinA,

I appreciate your efforts in trying the recommendation. I will conduct a thorough investigation to resolve this issue and provide you with an update as soon as possible.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hello DustinA,

As an additional recommendation, please try: MIMOPowerSaveMode:MIMO Power Save Mode:"Auto SMPS (0)" to NO SMPS. Also, Beside AP setting of .11r issue, is 11ac or 11ax working well for AC 9560 to connect?

Best regards,

Jed G.

Intel Customer Support Technician

[DustinA]

No luck, and yes with .11r off it works fine ac or ax

[JedG_Intel]

Hello DustinA,

Given that the provided recommendations did not resolve the issue, I would like to conduct an in-depth investigation. I have sent you an email to facilitate further support. Please check your inbox at your earliest convenience.

Best regards,

Jed G.

Intel Customer Support Technician