AX201 WiFi Driver Failed

[jsims]

Hello,

Please find attached the SSU info, and summary of Windows Event log (in txt format).

The issue is with Intel Wi-Fi 6 AX201.  It failed after installing PRTG Network Monitor:

From windows event log:

• Intel(R) Wi-Fi 6 AX201 160MHz : Has determined that the network adapter is not functioning properly.
• Intel(R) Wi-Fi 6 AX201 160MHz : Has encountered an internal error and has failed.
• 5032 - Driver Miniport reset watchdog
• Intel(R) Wi-Fi 6 AX201 160MHz : The network adapter has returned an invalid value to the driver.
• Miniport Intel(R) Wi-Fi 6 AX201 160MHz, {72b803e8-bc14-4ea2-90fa-c3cee66d23c7}, had event Fatal error: The miniport has detected an internal error
• 8000 - Miniport Halt flow (driver disable)

After reinstalling the wifi driver:

• Intel(R) Wi-Fi 6 AX201 160MHz : Has determined that the network adapter is not functioning properly.
• 7017 - secure boot (SB) configuration
• Intel(R) Wi-Fi 6 AX201 160MHz : The network adapter has returned an invalid value to the driver.
• Intel(R) Wi-Fi 6 AX201 160MHz : The version number is incorrect for this driver.

Is there any way to fix this?

I've tried disable/reenable, uninstall/reinstall, and even did a Windows System Restore, but nothing has worked.  I don't know what kind of changes the PRTG Network Monitor made, or if its even related vs coincidence. 

Is there anything that might reveal this to be a hardware issue?

Thanks!

[Alberto_R_Intel]

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

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

Is this a new laptop?

When did you purchase it?

When you mention that, it failed after installing PRTG Network Monitor, you mean there is no connection at all, or it does get connected to the network but it disconnects by itself? 

Were you able to use PRTG Network Monitor before on this specific machine without any problems?

If yes, when did the issue start, right after updating the wireless driver?

Did you make any recent hardware/software changes, besides updating the drivers, that might cause this issue?

The wireless card, did you purchase it separately or did it come installed on the computer?

Does the problem happen at home or in the work environment?

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[jsims]

>> Is this a new laptop?  When did you purchase it? The wireless card, did you purchase it separately or did it come installed on the computer?

It was purchased 2021-09-26.  The wireless card came preinstalled, and I have been using it without issues for ~10 to 11 months.

>> you mean there is no connection at all, or it does get connected to the network but it disconnects by itself?

There is no connection, the wifi driver encounters a fatal error and fails to start.

>> Were you able to use PRTG Network Monitor before on this specific machine without any problems?

No, this was the first time trying it.

>> Did you make any recent hardware/software changes, besides updating the drivers, that might cause this issue?

I did not update any drivers or make any hardware changes.  The issue occurred minutes after installing PRTG Network Monitor, as can be seen in the windows event log summary I uploaded. (PRTG does install a ncap packet driver) 

>> Does the problem happen at home or in the work environment?

at home.

[Alberto_R_Intel]

jsims, Thank you very much for providing that information.

When it comes to third-party applications we always suggest to get in contact directly with the developers of the tool or to visit their website to make sure your computer complies with their system requirements, especially, if it is the first time using that application:

https://www.paessler.com/prtg

From our side, we recommend to install the wireless driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform.

Accroding to the information in the SSU report, the wireless driver version currently installed on your machine is 22.0.0.6.

I looked on MSI's website and the latest wireless driver they have available is version 21.60.0.5. Please try a clean installation of that driver following the instructions in the link below. 

https://www.msi.com/Laptop/GS75-Stealth-10SE/support#driver

https://www.intel.com/content/www/us/en/support/articles/000022173/wireless.html

If the issue persists then, even though the Intel® wireless drivers are generic, for testing purposes, you can try a clean installation this time of Intel® wireless driver version 22.150.0.3:

https://www.intel.com/content/www/us/en/download/19351/windows-10-and-windows-11-wi-fi-drivers-for-intel-wireless-adapters.html?wapkw=ax201

We also advise to get in contact directly with MSI Support to make sure the latest BIOS version is currently installed on your laptop or, if necessary, to gather the instructions on how to update it:

https://www.msi.com/support/

Once you get the chance, please let us know the results of trying those troubleshooting steps.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello jsims, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello jsims, Since we have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

Regards,

Albert R.

Intel Customer Support Technician