Intel AX201 and AX200 NIC has very high errro rate when working with CISCO WLC

[fufuaaa]

Hey Community, 

We are using wonderful excellent brilliant CISCO 9800 WLC with 9115 and 3802 APs and are seeing very high error rate between them, sometimes goes beyond 70%. Even when using 802.11a/b/g only, the error rate is still high, around 40%. We have tried different version on CISCO side and different version on Intel side. Has anyone met the same issue as us? Thanks. 

[AndrewG_Intel]

Hello @fufuaaa

Thank you for posting on the Intel® communities.

Could you please provide us with the following details?

1- When you mentioned that you are experiencing a "high error rate" with the wireless card, what is the specific behavior? Is this causing performance, connectivity, Blue Screen of Death (BSOD), or any other type of issues? Do you have any error code/message as a reference (e.g. In Device Manager or in Event Viewer)? Please provide more details.

2- Regarding the systems experiencing this error with Intel® Wi-Fi 6 AX201/AX200, please provide the following information:

• System maker(s) and model(s):
• Operating System (OS) version/build number:
• Wireless driver versions tested (working ones, and failing ones):

3- Is the behavior the same if using the customized wireless driver provided by the Original Equipment Manufacturer (OEM)?

4- Are the wireless adapters the original ones that came with the system? Or did you integrate/replace them on the computers?

5- When did it start to happen? Did it work fine before? Were you able to have your wireless connection in a normal/expected performance before? Please provide details

6- Do you remember if this issue happened after a new Windows update or Wireless/Bluetooth driver update?

Best regards,

Andrew G.

Intel Customer Support Technician

[fufuaaa]

Hi Andrew, 

Thanks for looking into this issue. Here is the answer for your questions:

1. From network side, we can see the re-transmit rate from AP to enduser device is extremely high. On Enduser devices side, we can see these devices frequenly jump between APs. Since they keep jumping, they drop off from Wifi network from time to time. The end user experience is very bad, especially when they are in Teams meetings. 

BTW, we are working with Microsoft Team at the moment and they say they are seeing a lot of physical layer error. 

2. we see this issue on almost all HP/DELL laptops, Surface Pros, which are using AX201 and AX200. All these devices are using Windows 10. We have tried many driver version, like 21.40, 22.70, 22.140, 22.150, 22.170, 22.180. All the same. 

3. No, we don't have OEM driver. 

4. All built in, we haven't changed any hardware. 

5. We don't know when this started, but it seems to be a day one issue. 

6. Since we have tested different Intel driver, so it doesn't seem to be resulted by driver or windows update. 

Thanks again. 

[fufuaaa]

See above...

[AndrewG_Intel]

Hello fufuaaa

Thank you for all the details.

Please allow us to look into this and we will be posting back in the thread as soon as more information is available or in case additional details are required from your environment.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello fufuaaa

For this scenario, we would like to recommend performing a clean installation of drivers for both components Bluetooth and Wireless. We understand that you have tried different driver versions; however, we just want to make sure we cover all the possibilities:

Please download and save on the computer the latest driver versions:

• Intel® Wireless Bluetooth Driver Version 22.180.0 (Latest).
• Windows® 10 and Windows 11* Wi-Fi Driver Version 22.180.0 (Latest).

Follow the steps in these articles for installation instructions:

• How to Perform a Clean Installation of Bluetooth Drivers
• Clean Installation of Wireless Drivers              
• Note: During the process, after uninstalling the current drivers and before reinstalling the drivers, you may clear out your temporary files: Press the Windows* Key + R to open the run box. Type Cleanmgr.exe and press OK. Here you will need to make sure Temporary Files are checked, you may uncheck everything else, then press OK. Reboot your computer and proceed to install the drivers.
• We recommend installing the Bluetooth driver first, followed by the wireless driver.
• After completing the installation of both drivers, please reboot the PC.

If the issue persists, we would like to collect additional information from your environment. However, as it may include private information, we will send an email to the email address associated with your community profile. Please check your inbox and kindly reply to the email with the requested information.

[Alberto_R_Intel]

Hello fufuaaa, I just received an update on this matter.

After reviewing the case, we recommend to upgrade your WLC firmware as the first option and then test the system to verify if the behavior is still the same. If the issue remains then we would suggest to open a case with Cisco directly for further assistance on this matter. 

It is important to mention that this is unlikely to be related to our drivers based on the fact that the problem seems to be happening for a long time now.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello fufuaaa, 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