Intel Killer AX1650i - Win11 - Issue with Diablo IV

[Oghma]

Hello,

I have an issue with my Wi-Fi when I'm trying to play to Blizzar game Diablo IV (same for Diablo 3): Error code 1016. Check your network parameters.

What interesting is: this issue is only happens when I'm connected to my internet provider box and same issue with another box but same provider. When I'm sharing my mobile connection (same wireless card on my laptop) it's working perfectly fine. For Diablo 3 the issue was different: wifi connection was killed and looks like the network card is "reseted" or maybe network service restarted.

I'll of course open a case to Blizzard support but I have one issue regarding the driver:

- Using Intel support software to make sure my driver is up to date, it's indicating that my driver version is the last one: 22.220.0.4 (29/03/2023).

- Using windows 11 system information software, it's indicating my driver is :

Name [00000004] Killer(R) Wi-Fi 6 AX1650i 160MHz Wireless Network Adapter (201NGW)
Pilote C:\WINDOWS\SYSTEM32\DRIVERS\NETWTW10.SYS (22.180.11.1, 4,92 Mo (5 161 280 octets), 05/04/2023 13:12). 

Same information from Device Manager.

I tried to uninstall and even delete the driver from device manager (and reboot my laptop) and reinstall with the last version from intel website and yes it's version for W11.

Information on my computer:

Microsoft Windows 11 Famille - Version 10.0.22621 Build 22621

MSI GE66 Raider 10SF

Any idea why the version between intel and device manager are not the same?
Any idea why the same wireless card is working with mobile phone but not from internet provide box ?

By the way, I also tested multiple DNS (Cloudflare, Google, default from Orange Provider).

No proxy and tested to disable windows defender without successfull result 

Report on Diablo file is :

I 2023.06.14 15:35:35.349237 [Game] bgs Connecting to prod.actual.battle.net:1119
I 2023.06.14 15:35:46.431450 [Interface.BgsLow] I 15:35:46.431430 [BGS] |event=Disconnected|method=OnDisconnectComplete|address=prod.actual.battle.net|port=1119|status=1016 (C:\projects\fenris\shared\Contrib\bgs-sdk\6.1.0-pre-release1\src\low\core\connection_handler.cpp:245)
I 2023.06.14 15:35:46.431467 [BgsClient] BgsConnection: connection failed. | connection_index: 0 | connection_id: 1 | bgs_error_code: 1016
I 2023.06.14 15:35:46.431474 [Online.Systems.CAuthSession] OnConnectComplete | client_user_id: 0 | error_code: [symbol not found] (1016) | bgs_connection_id: 1
I 2023.06.14 15:35:46.431484 [Online.Systems.CAuthSession] Logout_Internal - Clearing session | client_user_id: 0
I 2023.06.14 15:35:46.431801 [Game] ---------------- UIModalNotificationManager::ShowModal 0: Impossible de se connecter à Battle.net. Veuillez vérifier vos paramètres réseau. (Code 1016)
I 2023.06.14 15:35:46.439710 [Online.Systems.CAuthSession] Logout_Internal - Clearing session | client_user_id: 0
I 2023.06.14 15:35:46.439737 [BgsClient] BgsConnection: disconnected. | connection_index: 0 | connection_id: 1 | bgs_error_code: 1016
I 2023.06.14 15:35:46.439758 [Online.Systems.CAuthSession] OnDisconnectComplete | client_user_id: 0 | error_code: [symbol not found] (1016) | bgs_connection_id: 1 | silent_login: false
I 2023.06.14 15:35:46.439770 [Online.Systems.CParty] OnFullyDisconnected | party_id: 00000000-0000-0000-0000-000000000000/ | client_user_id: 0
W 2023.06.14 15:35:46.441776 [Interface.BgsLow] W 15:35:46.441753 [RPC] |event=rpc_connection_status_queue_not_empty|class=rpc::ConnectionManager|method=DestroyConnection|numPendingEvents=1 (C:\projects\fenris\shared\Contrib\bgs-sdk\6.1.0-pre-release1\src\low\rpc\rpc_connection_manager.cpp:149)
I 2023.06.14 15:35:49.203373 [Game] GameDisposeGames()
I 2023.06.14 15:35:49.203408 [Game] ENDING GAME

Thanks for your help.

[Jocelyn_Intel]

Hello, @Oghma  

Thank you for posting on the Intel® communities. I will gladly assist you here. 

Please, answer these questions to have a better perspective of this issue: 

1. Is the Intel® Killer™ Wi-Fi 6 AX1650 the pre-installed wi-fi card in your laptop or is it an integration (upgrade/ not the original card)? 
2. Was it working fine before? 
3. Does this issue happen with a different router or network from another provider? 
4. You can try a Clean Installation of Killer Drivers, using the latest killer driver. 

Note #1: Make sure to check you have all the Windows updates before doing the driver installation. Also, make sure to do this step disconnected from the internet (wi-fi or wired connection) when you are uninstalling the driver software since Microsoft updates drivers automatically and prevents doing the clean installation successfully.   

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Oghma]

Hello Jocelyn,

Thanks for your answer and to try to help me.

Please find my answers:

1. It's the original card installed on the MSI laptop

2. Internet and all others games are working fine even the launcher of battle.net is working. It's just when I launching the game and it never worked before (diablo IV is recently released but problem was there for Diablo 3).

3. As indicated, the issue is the same on another home with the same internet provider box. I didn't have the chance to connect to another provider but what is strange is: it's working when I'm sharing my mobile connection in wireless.

4. I tried to uninstall all intel wireless software and drivers as recommanded. Please find a screenshot of my device manager and system information. The device manager is indicating 2.220.0.4 in the main page but when I opening the details, this is the 2.180.11.1 that is used. Maybe just a file describing the version that is not updated correctly.

5. Windows 11 is updated to last version. My laptop is using the last BIOS from the the constructor.

[Oghma]

Hi,

I found a workaround. I'm sharing it in case others are interested:

This issue is happening when I'm connecting using the wireless 5Ghz Wi-Fi 5 (802.11ac). Using the Wi-Fi 4 (802.11n) it's working perfectly fine. 

Regards

[Jocelyn_Intel]

Hello, @Oghma  

Thank you for the information provided. 

We appreciate you sharing the workaround you found for other fellow members of the community as well. 

I noticed that there are absolutely no drivers for Windows 11 for this laptop, did you make sure this laptop is validated to work with Windows 11 with your System Manufacturer? 

In this case, please provide us with an Intel® SSU report to investigate this issue: 

Note: Make sure to mark the box that says "everything" before pressing the Scan button. After that, click on "Next>" and select "Save" and then, attach the .txt file. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @Oghma  

We hope you are great. 

We are checking this thread and we would like to know if you were able to review our previous post. If you need further assistance, please do not hesitate to contact us back. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @Oghma  

We have not heard back from you, so we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored.  

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Jocelyn_Intel]

Hello, @Oghma  

As an additional recommendation, we suggest you to contact your ISP (Internet Service Provider) to check this issue as well.

Have a nice day.

Best regards,  

Jocelyn M.   

Intel Customer Support Technician.