Intel AX210 WiFi card refuses to connect to WAP2 secured networks

[TMC-AU]

I have an odd issue

On my laptop when running under Windows 11 Pro (64-bit) 23H2 (10.0.22631) the Wifi network appears to refuse to connect to any of my mobile phone hotspot or dedicated mobile hotspot devices when they are secured with WPA2 . The system always returns "Can't connect to this network"

The laptop has no issued connecting to WPA3 secured network or to open WiFi networks it works fine. its only the WPA2 based networks that fail. (e.g. if I switch my mobile phone to use WPA3 security/encryption, rather than WPA2 the connection works)

I am seeing a lot of 70xx and 7xxx as well as a few 6062 events/errors associated with Netwtw14 driver 

Note: 

• Bios and EUFI firmware are at the latest OEM version
• If I boot the laptop with Ubuntu 23.10 Linux, WiFi card works flawlessly.

Things I have tried so far: 

• 1. rollback drivers to OEM default
• 2. rollback drivers and install latest Intel drivers only 
• 3. reset network connections and reconfigure wifi networks. 

Any help with this would be most appreciated

[VonM_Intel]

Hi, TMC-AU.

Thank you for posting in our Community. Let me see what I can do about this issue. You've mentioned your laptop's OS build numbers, however, I would like to go one step further and confirm details such as the wireless model and the exact version, and see if there are errors logged. Please run the SSU report so I can check important details. You may refer to this link/article: (https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html).

As you mentioned that you tried to install the latest Intel drivers only, may I know the exact wireless driver version that you tried to install so that I can further validate and find the best solution for your wireless network?

Best regards,

Von M.

Intel Customer Support Technician

[TMC-AU]

Hi there @VonM_Intel 

I am currently using driver version 23.20.0.4

I have downloaded the SSU and run the report. How do I pass it back you without posting it to the forum?

[VonM_Intel]

Hi, TMC-AU.

Thank you for your confirmation. I will send you a private message via email and send it back to us with the attached SSU log (.txt) file. I would like to know if the Wi-Fi connected to the WPA2 network before or did you made or tried any recent changes before the connection problem with the WPA2 network occurred. This is to determine if you have recently changed any configurations on your system. Also, I would like to know if you modify or change any of the default Wireless Power Settings.  Intel advises against modifying or changing any of the default Wireless Power Settings, as they could cause problems or connectivity issues. You may refer to this link: ((https://www.intel.com/content/www/us/en/support/articles/000005879/wireless/legacy-intel-wireless-products.html).

You mentioned that you reset connections and reconfigured wifi networks. Could you please share how you did that with us? Also, did you see any error messages or yellow exclamation marks on the device manager under the Wireless options?

Best regards,

Von M.

Intel Customer Support Technician

[TMC-AU]

To answer the questions:

1. WPA2-PSK secured networks worked until mid November 2023. That was the last time I recall using my mobile broadband hotspot device with this laptop which supports WPA2-PSK as the highest available vaersion
2. No modifications were made to any Wi-Fi device settings power settings .
3. Only configuration changes were driver updates and regular Microsoft updates
4. Network reset steps were as per the "Use network reset" section of this WiFi troubleshooting page:  https://support.microsoft.com/en-us/windows/fix-wi-fi-connection-issues-in-windows-9424a1f7-6a3b-65a6-4d78-7f07eee84d2c
5. No error messages or yellow exclamation marks were present in the device manager under the network devices or on AX210 adapter details panel

The SSU has been re-generated and uploaded to the support case

I dual boot this particular laptop (Linux and Windows) and under Linux the WiFi card works as expected.

[VonM_Intel]

Hi, TMC-AU.

Thank you for sending the SSU log file and for responding. As I noticed that the wireless drivers are up to date, Wi-Fi performance and connection issues may occur for several reasons. Some examples of these include outdated or incorrect driver versions, non-optimal or incorrect network configuration, wireless adapter settings, AP/router configuration, or interference issues. However, I will send you a private message via email to gather some information, including Wi-Fi data environments, as we should not disclose your private information here in our thread.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hi, TMC-AU.

I hope you are doing fine.

Were you able to check the previous post and our private message via email?

Kindly let us know if you still need assistance.

We are checking in with you regarding the wireless checklist, as we have not heard any response from you. Kindly check your email.

Best Regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hi, TMC-AU.

I received the files regarding the details of your wireless device. We will do further research on this matter, replicate the issue, and post the response on the thread once available. We will keep you posted regarding this matter.

Best Regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hi, TMC-AU.

I appreciate your patience. I will send a private email to you regarding the information on this matter, as it includes some confidential details that we should not disclose here in our thread.

Best Regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hi, TMC-AU.

I hope you are doing fine.

Were you able to check our previous private email?

Kindly let us know if you still need assistance.

Best Regards,

Von M.

Intel Customer Support Technician

[RamyerM_Intel]

Hello TMC-AU, 

As we have not heard a response from you, we will proceed in closing this case. In case you need future assistance feel free to post a new question and we will be there to assist you. 

Ramyer M. 

Intel Customer Support Technician