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AX201 when using Teams

JMSCommServ
Beginner
402 Views

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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10 Replies
Alberto_R_Intel
Moderator
384 Views

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":

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


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


JMSCommServ
Beginner
370 Views

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.

Alberto_R_Intel
Moderator
352 Views

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:

https://www.intel.com/content/www/us/en/download/19351/windows-10-and-windows-11-wi-fi-drivers-for-i...

 

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:

https://www.asus.com/support/

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

 

JMSCommServ
Beginner
339 Views

Thank you for your help. I will try your suggestions.

JMSCommServ
Beginner
318 Views

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.

Alberto_R_Intel
Moderator
311 Views

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


JMSCommServ
Beginner
298 Views

Thank you. I have reinstalled the BIOS and that has fixed the loss of Bluetooth. Will try Teams later.

Alberto_R_Intel
Moderator
277 Views

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://www.asus.com/support/

https://support.microsoft.com/en-us

https://support.microsoft.com/en-us/teams


Regards,

Albert R.


Intel Customer Support Technician



JMSCommServ
Beginner
268 Views

Thank you for your assistance, it is appreciated.

Alberto_R_Intel
Moderator
261 Views

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://www.asus.com/support/

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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