AX211 crash randomly

[Chiko]

I just bought a new laptop, and from the first day, the Wi-Fi adapter has been randomly crashing. I’ve already updated the driver to the latest version, but the issue still persists. Here is the log from the Event Viewer:

The description for Event ID 6062 from source Netwtw14 cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

\Device\NDMP14
Intel(R) Wi-Fi 6E AX211 160MHz

The message resource is present but the message was not found in the message table

[Mike_Intel]

Hello Chiko,

Thank you for posting in Intel community Forum.

For me to better understand and diagnose the issue further, let me ask you to provide detailed responses to the following questions. This information will help me isolate the problem and determine the most appropriate course of action moving forward.

1. First of all, a brand-new unit should not behave like this, have you tried contacting your reseller to check if this is a hardware issue?
2. Did you purchase this laptop as a brand-new unit or used?
3. Let me just check, the wireless controller AX211 is embedded on the laptop, or did you manually install this as an upgrade?
4. What is the brand and model of the laptop?
5. What are the troubleshooting steps that you tried so far aside from updating the driver?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Chiko]

Hello Mike, thanks for the reply

1. Yes, I have already contacted the reseller, and they advised me to reach out to Intel directly.
2. This is a brand-new unit.
3. The AX211 wireless controller came pre-installed on the laptop.
4. The brand and model of the laptop is Axioo Pongo 775.
5. So far, the only troubleshooting step I’ve tried is updating the driver. I haven’t done anything else yet.

[Mike_Intel]

Hello Chiko,

Thank you for the update.

Please try to perform clean driver installation for wireless driver and check if you will have the same issue.

Please refer to the link below for the steps and the latest driver:

Clean Installation of Wireless Drivers

Intel® Wireless Wi-Fi Drivers for Windows® 10 and Windows 11*

Kindly update me if the following steps will help fix the issue.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Chiko]

Hello Mike,

Thank you for the instructions.

I have followed the steps for the clean installation of the wireless driver as outlined in the link you provided. Unfortunately, the issue still persists after the clean install.

[Mike_Intel]

Hello Chiko,

Thank you for the update.

For ne to review the hardware and all of the driver installed, please help generate the SSU logs of your system.

Kindly refer to the link below on how to generate the logs:

How to get the Intel® System Support Utility Logs on Windows*

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Chiko]

Hello Mike,

This is the log from Intel SSU, hope it can help, thankyou.

[Mike_Intel]

Hello Chiko,

Thank you for the information provided.  

I will do further research on this matter and post the response on this thread once it is available.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello Chiko,

I hope you are doing well.

To further troubleshoot the issue. please try the following steps:

1. Given that the crashing is random, is there a specific task that frequently causes the wireless connection to crash, such as watching videos online or web browsing? Identifying any activity that triggers the issue would be helpful.
2. Does the issue occur when connecting to a home, office, or public network?
3. To clarify, when the connection crashes, does the wireless signal simply disappear?
4. Are there any error messages, codes, or yellow warning signs in the device manager under the "Network adapter" for the wireless card? If so, please provide the error code and screenshot.
5. Is it possible for the connection to disconnect without displaying any error messages in the event viewer?

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Chiko]

Hello Mike,
Thanks for your response

• The crashes are very random, they can happen while watching videos, browsing, or playing games, so there’s no specific condition.

• I’ve tried several networks, such as at the office, at home, or using a personal hotspot, all show the same result.

• Yes, that’s exactly right. And when the signal drops, I check the Event Viewer, and error 6062 appears as shown above.

• There are no signs of issues in Device Manager -> Network Adapter , everything appears normal.

• Never , every time a disconnection happens, I check the Event Viewer, and that error always shows up.

[Jeremy_HUT]

We have the exact same issue with a lot of different devices with the AX211 Chip. Mostly these are HP EliteBook 860 G11.

The problem mostly starts after sleep / energysaving. 

Is there a solution? 

[Mike_Intel]

Hello Chiko,

Thank you for the update

Let me further check this and update this thread.

If you have questions, please let us know. Thank you.

@Jeremy_HUT

If you need assistance, please create a new thread for us to assist you on your own thread and gather the details of your systems.

Best regards,

Michael L.

Intel Customer Support Technician

[Mike_Intel]

Hello Chiko,

I hope this message finds you well.

Regarding this issue, I encourage you to download the OEM driver using the link: https://driver.axiooworld.com/, and enter the system's serial number or model.

Additionally, the error message that you are encountering is normal and can be disregarded. The Event 6062 LSO refers to Large Send Offload, indicating that a large packet was divided into smaller packets and offloaded to the firmware. When this appears in the event viewer, it simply confirms that this process occurred and is not a cause for concern.

For further troubleshooting, let me share this link: "Intel® Wireless Adapter Keeps Disconnecting from the Network."

If the issue persists after following the troubleshooting steps, it is best now to contact your OEM or the system manufacturer for additional assistance and potential warranty support.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[Chiko]

Hello Mike

Thankyou for the update

I have already reinstalled using the factory default driver
I have also followed all the steps from the link you provided (except for the BIOS update)
But the result is still the same.

After doing some research, it seems there is an issue with the LSO. Is there a way to disable LSO on the AX211?

[Mike_Intel]

Hello Chiko,

Thank you for the update.

Since you are having the same issue, I suggest that you contact the manufacturer of your system for further checking and troubleshooting.

At this point, they are the best team who can further diagnose the issue.

Thank you and have a great day.

Best regards,

Michael L.

Intel Customer Support Technician