Solved: Disconnection issues with Intel network card when on corporate wireless (Meraki infrastructure)

PThom17 · ‎07-25-2019

We’ve recently been experiencing an issue in several of our offices (mainly) London, where Lenovo Yoga devices are disconnecting from wi-fi. It’s not something that is predictable, but when it happens, several nearby devices disconnect at the same time.

We can reproduce this at will by forcing a channel hop on a specific Meraki AP. the connected Lenovo devices drop their wi-fi connection, but other devices (such as Microsoft Surface Pro) seem completely unaffected.

I’ve tried a separate USB dual-band wi-fi dongle on a Lenovo Yoga, and the issue goes away. So this seems specific to some form of incompatibility between the Meraki infrastructure and the Intel AC-8265 built in adaptors.

The common error in the Event Logs is: Netwtw06 5002 None Intel(R) Dual Band Wireless-AC 8265 : Has determined that the network adapter is not functioning properly.

We're running the latest driver (20.70.10.2)

Can you help please?

CWatt5 · ‎10-28-2019

Hi

Did this issue ever get resolved?, we have the same issue with our HP Notebooks with Meraki Wireless.

View solution in original post

Alberto_R_Intel · ‎07-25-2019

PThom17, 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:

What is the specific model of the laptop?

Is this a new computer?

Did you make any recent hardware/software changes?

Was it working fine before?

The wireless card, did you purchased it separately or did it came installed on the computer?

When did the issue start?

Which Windows* version are you using?

Did you check with your Internet service provider to make sure the Internet is working properly?

Does the problem happen at home or work environment?

Regards,

Alberto R.

Intel Customer Support Technician

Under Contract to Intel Corporation

PThom17 · ‎07-25-2019

Hello The specific model of my laptop is a Lenovo Yoga X1 tablet gen3, with a built in ‘Intel® Dual Band Wireless-AC 8265’. We have perhaps 2,000 of these laptops in our organisation, a mixture of gen1, gen2 and gen3 models which all exhibit the same problem. It’s not a new computer (perhaps a year old). It works fine when at home or with any other wi-fi hotspot. The problem ONLY occurs in the work environment and became apparent when our organisation upgraded the corporate wi-fi in all offices to a Cisco Meraki estate. We have a separate case open with Meraki. My particular laptop is running Windows 10 1809 Enterprise Edition, though the majority of laptops are running Windows 1709 Enterprise Edition. It’s worth pointing out that we’ve also tested with an HP laptop (also with embedded AC 8265 card) and the problem is seen there also. We have a number of MS Surface pro devices (that have a different wi-fi card manufacturer) which work fine and are unaffected by this issue. Hope that helps.. Peter

Alberto_R_Intel · ‎07-25-2019

PThom17, Thank you very much for letting us know that information.

Based on the details you gave us, as you mentioned, it seems that there could be a compatibility problem between the Intel® Dual Band Wireless-AC 8265 card and the Meraki Acess Point.

By any chance, do you have the option to maybe create a small network using the same Meraki Acess Point to connect just the Lenovo Yoga X1 Tablet Gen3 and then keep adding devices to that network?

This is just to confirm, first of all, if the problem also happens when the laptop is the only device connected to the network.
To detect after connecting more devices at which point is that the issue starts.
If the issue shows up after a certain quantity of devices were connected to it or if it happens randomly regardless of the Wireless devices connected to that network.

You mentioned that the Wireless driver currently install is version: 20.70.10.2, that is the Intel® Generic Wireless driver, that driver might or might not work with your platform, we recommend to install the Wireless driver provided by the manufacturer of the computer, since that driver was customized by them work with your specific platform.

I looked on Lenovo's web site and the latest Wireless driver version available is: 21.0.0.0u, we can also try a clean installation of that driver using the links below:

https://www.intel.com/content/www/us/en/support/articles/000022173/network-and-i-o/wireless-networking.html

https://download.lenovo.com/pccbbs/mobiles/nz4w802w.exe

Regards,

Alberto R.

Intel Customer Support Technician

Under Contract to Intel Corporation

PThom17 · ‎07-26-2019

Hi Alberto In terms of the small network, we can reproduce the issue by forcing a channel hop on the Meraki access point which is above my desk. The Lenovo devices (and the HP device using the Intel card) do not re-connect smoothly, all other devices are unaffected. So yes, it can ‘randomly’ happen from an end user perspective when the local AP forces a channel hop (by design), which seems to happen most in our London office. Bearing in mind that this issue can be reproduced at will, did you want me to collect any logs etc. at the point of failure to help diagnose this? With regard to the driver versions, it was actually Lenovo that suggested downloading the latest driver from your site. We have tried all different combinations of drivers, including older ones and those from the Lenovo site, and the problem still persists unfortunately. Peter

Alberto_R_Intel · ‎07-26-2019

Hi PThom17, Thank you very much for sharing those details.

Even though you already provided most of the aspects on this matter, we will do further research on this topic, in order for us to be able to do that, please provide the information requested below:

Intel Windows* WiFi Issue

Problem details

Problem description:
Frequency of occurrence (once an hour, day, always):
Computer power source (plugged in or battery):
Steps to reproduce (provide links to forums, online help, screen shots):
Attempted workaround (turn off settings, change power settings, etc.):
Environment (office, school, hospital, factory, home):

Client computer details

Computer manufacturer(s):
Computer model(s):
Windows OS (provide Version number if Win10, and 32- or 64-bit):
WiFi configuration manager (e.g. Intel PROSet, Windows AutoConfig (native), etc.):
WiFi adapter model(s):
WiFi device driver version:
Number of systems affected:

Wireless security method

Encryption Type (Open, RC4, TKIP, AES):
802.1X authentication type (WEP, TKIP, CCMP):
Key Management Type (PEAP, EAP-FAST):

WiFi network environment

Access Point manufacturer, model, & SW version:
Wireless Frequencies in use (2.4 and/or 5 GHz):
802.11n or 802.11ac enabled (None/HT(11n)/VHT(11ac)):
Channel Width (20 MHz vs. 40 MHz) for 2.4 GHz?
Channel Width (20 MHz vs. 40 MHz vs. 80MHz) for 5 GHz?
SSID stealth mode (hidden or broadcast):

Enterprise Customers:

WLAN Controller manufacturer, model, and SW version:
RADIUS Server Make/Version:

Debug data

Please include the following (if available):
Intel Wireless Reporting Tool (WRT)
Intel WiFi Tool (ping utility)
Windows System Event log
Windows WLAN-AutoConfig log
Screenshots depicting failure

Please provide the SSU report:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Additionally, please enter "msinfo32" in the Windows* search bar and provide the information showing in there.

To attach the report, once you choose "reply" select the "clip" icon on the lower-left corner.

Regards,

Alberto R.

Intel Customer Support Technician

Under Contract to Intel Corporation

PThom17 · ‎07-31-2019

Hi Alberto Apologies for the delay in replying. Answers inline below. Regards

Alberto_R_Intel · ‎07-31-2019

PThom17, no problem at all, thank you very much for your response.

For some reason, I cannot see the information or the reports attached in the thread.

Could you please post them again?

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

PThom17 · ‎08-01-2019

Alberto_R_Intel · ‎08-01-2019

PThom17, thank you very much for providing those reports.

also, please provide logs at the point of failure, as you mentioned, it will help us to diagnose this scenario.

Besides that information we also need the following details:

Problem details

Problem description:
Frequency of occurrence (once an hour, day, always):
Computer power source (plugged in or battery):
Steps to reproduce (provide links to forums, online help, screen shots):
Attempted workaround (turn off settings, change power settings, etc.):
Environment (office, school, hospital, factory, home):

Client computer details

Computer manufacturer(s):
Computer model(s):
Windows OS (provide Version number if Win10, and 32- or 64-bit):
WiFi configuration manager (e.g. Intel PROSet, Windows AutoConfig (native), etc.):
WiFi adapter model(s):
WiFi device driver version:
Number of systems affected:

Wireless security method

Encryption Type (Open, RC4, TKIP, AES):
802.1X authentication type (WEP, TKIP, CCMP):
Key Management Type (PEAP, EAP-FAST):

WiFi network environment

Access Point manufacturer, model, & SW version:
Wireless Frequencies in use (2.4 and/or 5 GHz):
802.11n or 802.11ac enabled (None/HT(11n)/VHT(11ac)):
Channel Width (20 MHz vs. 40 MHz) for 2.4 GHz?
Channel Width (20 MHz vs. 40 MHz vs. 80MHz) for 5 GHz?
SSID stealth mode (hidden or broadcast):

Enterprise Customers:

WLAN Controller manufacturer, model, and SW version:
RADIUS Server Make/Version:

Debug data

Please include the following (if available):
Intel Wireless Reporting Tool (WRT)
Intel WiFi Tool (ping utility)
Windows System Event log
Windows WLAN-AutoConfig log
Screenshots depicting failure

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

PThom17 · ‎08-02-2019

System Event Log and screenshot now uploaded too. Regards

Alberto_R_Intel · ‎08-02-2019

PThom17, Thank you very much for providing that information.

Let me apologize for any inconvenience, but for some reason, I do not see any of the reports in the thread.

Please make sure to post all the files in the thread, this is for all the peers in the Intel® communities to be able to see all the information about this case and the possible resolution for this scenario.

Besides the reports, we also need the information requested in the thread.

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

PThom17 · ‎08-03-2019

Hi Alberto I’ve posted them to the thread again. Can you see them now? Regards

PThom17 · ‎08-03-2019

Intel Windows* WiFi Issue

Problem details – We’ve recently been experiencing an issue in several of our offices (mainly) London, where Lenovo Yoga devices are disconnecting from wi-fi. It’s not something that is predictable, but when it happens, several nearby devices disconnect at the same time. The common error in the Event Logs is: Netwtw06 5002 None Intel(R) Dual Band Wireless-AC 8265 : Has determined that the network adapter is not functioning properly.

Problem description: Wi-fi disconnection

Frequency of occurrence (once an hour, day, always): several times a day

Computer power source (plugged in or battery): Both

Steps to reproduce (provide links to forums, online help, screen shots): We can reproduce this at will by forcing a channel hop on a specific Meraki AP. the connected Lenovo devices drop their wi-fi connection, but other devices (such as Microsoft Surface Pro) seem completely unaffected. We can reproduce this at will by forcing a channel hop on a specific Meraki AP. the connected Lenovo devices drop their wi-fi connection, but other devices (such as Microsoft Surface Pro) seem completely unaffected.

Attempted workaround (turn off settings, change power settings, etc.): I’ve tried a separate USB dual-band wi-fi dongle on a Lenovo Yoga, and the issue goes away. So this seems specific to some form of incompatibility between the Meraki infrastructure and the Intel AC-8265 built in adaptors.

Environment (office, school, hospital, factory, home): Corporate office

Client computer details

Computer manufacturer(s): Lenovo

Computer model(s): X1 Yoga (gen1, 2 and 3)

Windows OS (provide Version number if Win10, and 32- or 64-bit): Win10 Enterprise, v1709

WiFi configuration manager (e.g. Intel PROSet, Windows AutoConfig (native), etc.): Windows

WiFi adapter model(s): Intel Dual Band Wireless-AC 8265

WiFi device driver version: 20.70.10.2

Number of systems affected: multiple

Wireless security method

Encryption Type (Open, RC4, TKIP, AES):

802.1X authentication type (WEP, TKIP, CCMP):

Key Management Type (PEAP, EAP-FAST):

WiFi network environment

Access Point manufacturer, model, & SW version: Meraki MR42, ver, 25.13

Wireless Frequencies in use (2.4 and/or 5 GHz): Both

802.11n or 802.11ac enabled (None/HT(11n)/VHT(11ac)): concurrent 802.11ac Wave 2 and 802.11n 3x3:3 MIMO radios

Channel Width (20 MHz vs. 40 MHz) for 2.4 GHz? 20Mhz

Channel Width (20 MHz vs. 40 MHz vs. 80MHz) for 5 GHz? 40Mhz

SSID stealth mode (hidden or broadcast): Broadcast

Enterprise Customers:

WLAN Controller manufacturer, model, and SW version: There is no controller

RADIUS Server Make/Version: Cisco ISE – version 2.4.0.357

Alberto_R_Intel · ‎08-05-2019

PThom17, Thank you very much for providing that information and the reports.

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,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

PThom17 · ‎08-08-2019

Hi Alberto Is there any update to this issue? Kind Regards

PThom17 · ‎08-12-2019

Any update?

NChap2 · ‎08-13-2019

Hi PThom - are you still having this issue?

We made a slight tweak on our Meraki AP on channel width from 40>80MHZ - has been a week or so and I've not personally had the issue reoccur - however continuing to monitor as could be a complete red herring!

Alberto_R_Intel · ‎08-13-2019

Hi PThom17, I just received an update on this matter.

Has this issue started affecting all the systems at the same time?

When did the issue start to happen?

Are the systems affected having the same network adapter installed?

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

PThom17 · ‎08-13-2019

Hello Alberto The issue will affect all devices that are connected to a particular Meraki AP, when that AP forces a channel hop. They will all disconnect at the same time. The issue started several months ago when the Meraki estate was first deployed; but it’s only become prevalent recently and especially in our London office because of the density of devices there. All the affected systems have the same adaptor installed (Intel Dual Band Wireless-AC 8265). Other devices that don’t have this adaptor (e.g. Microsoft Surface Pro), or where we use an external USB wi-fi adaptor instead, are unaffected. Does that answer your questions? Peter

NChap2 · ‎08-13-2019

Hi Peter, what channel width is your AP set to out of interest? Get Outlook for iOS<https://aka.ms/o0ukef>