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I posted this before but haven't had any answers.
My Asus laptop uses the Intel Wi-Fi 6 AX201 160MHz running Windows 11. Recently when I use Teams for conference calls the Wi-Fi driver stops working and cannot be reset. I have to uninstall and reinstall the driver (sometimes more than once) to get WiFi connectivity back. It is only the use of Teams that causes this problem. I now use an Ethernet cable when using Teams but this is sometimes not practical. Any suggestions?
For context, I have been using this laptop with extensive use of Teams from January 2021 through to around February 2022 when the problem manifested. I got someone to look at the laptop and confirm that there is not a hardware problem. The WiFi works perfectly unless using Teams for videocalls when after a few minutes it stops working and I have to uninstall / reinstall. To me it must stem from a software update.
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JMSCommServ, 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 ASUS laptop?
Is this a new computer?
When did you purchase it?
What Teams version is currently installed?
Was the wireless connection along with Teams working fine before on this specific machine?
When did the issue start?
Did you make any recent hardware/software changes that might cause this problem?
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?
Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":
Any questions, please let me know.
Regards,
Albert R.
Intel Customer Support Technician
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What is the model of the ASUS laptop? UX325JA
Is this a new computer? New in December 2020
When did you purchase it? December 2020
What Teams version is currently installed? Microsoft Teams Version 1.5.00.14473 (64-bit). It was last updated on 13/06/2022.
Was the wireless connection along with Teams working fine before on this specific machine? Yes, and working fine until February 2022
When did the issue start? Around February 2022 when Teams call would collapse
Did you make any recent hardware/software changes that might cause this problem? Only automatic updates
The wireless card, did you purchase it separately or did it come installed on the computer? Pre-installed
Does the problem happen at home or in the work environment? Both.
Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs": Attached.
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JMSCommServ, Thank you very much for providing that information and the SSU report.
Based on the SSU document, the wireless driver version currently installed on your computer is 22.130.0.5.
We always recommend to install the wireless driver provided by the manufacturer of the computer, since that driver was heavily customized by them to work with your specific platform.
I looked on ASUS's website and the latest wireless driver they have available for Windows* 11 is version V22.90.0.5. Please try a clean installation of that driver following the instructions in the links below:
https://www.asus.com/supportonly/UX325JA/HelpDesk_download/
https://www.intel.com/content/www/us/en/support/articles/000022173/wireless.html
If the problem with Teams persists after that, even though the Intel® drivers are generic since are not customized by ASUS, for testing purposes, try a clean installation this time of Intel® wireless driver version 22.140.0.3:
We also recommend to get in contact directly with ASUS Support to confirm that the latest BIOS version is currently installed on your machine or, if necessary, to gather the instructions on how to update it:
Regards,
Albert R.
Intel Customer Support Technician
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Thank you for your help. I will try your suggestions.
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Hi, unfortunately the problem is not solved. I tried the first option (V22.90.05) and later went on to Teams. After 10 minutes the connection crashed. See files attached.
I then tried the second option (22.140.0.3) and that only seems to have disabled by Bluetooth connectivity.
I have tried reinstalling the AX201 and Bluetooth drivers, but not working yet.
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JMSCommServ, Thank you very much for letting us know those results.
We are sorry to hear the issue persists after trying the troubleshooting steps provided previously. 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
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Thank you. I have reinstalled the BIOS and that has fixed the loss of Bluetooth. Will try Teams later.
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JMSCommServ, I just received an update on this matter.
Just to let you know, we tested this wireless card with Teams and we don't have this issue, it was not replicated. Based on that, we don't think this issue is related to our drivers, so, in this case, our recommendation will be to reinstall the app. Also, it seems Microsft has a tool that scans and runs any repair needed for the tool in case it is corrupted. Please make sure BIOS, Operating System, and drivers are up to date since this issue could be related to the OS.
If the problem persists, t then the next thing to do will be to reach the OEM (Original Equipment Manufacturer) or Microsoft Support to reinstall the OS and check Teams application.
https://support.microsoft.com/en-us
https://support.microsoft.com/en-us/teams
Regards,
Albert R.
Intel Customer Support Technician
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Thank you for your assistance, it is appreciated.
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JMSCommServ, You are very welcome, thank you very much for sharing those updates.
"I have reinstalled the BIOS and that has fixed the loss of Bluetooth", Perfect, excellent, it is great to know that the problem related to the loss of Bluetooth got fixed after reinstalling the BIOS.
"Will try Teams later", Great. If the problem persists, then the next thing to do will be to reach the OEM (Original Equipment Manufacturer) or Microsoft Support to reinstall the OS and check Teams application.
https://support.microsoft.com/en-us
https://support.microsoft.com/en-us/teams
Any other inquiries, do not hesitate to contact us again.
Regards,
Albert R.
Intel Customer Support Technician
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