Intel(R) Wi-Fi 6 AX211 160MHz drops Wi-Fi regularly and generates four event viewer logs, Netwtw14

[Bryson]

Good evening,

I am having the same problem as the originator of this thread: https://community.intel.com/t5/Wireless/Intel-R-Wi-Fi-6-AX201-160MHz-drops-Wi-Fi-regularly-and-generates/td-p/1557025/page/2

My wi-fi drops frequently when on 5Ghz, works perfectly on 2.4.  Every time it drops my event logs show the same pile of warnings the previous author was experiencing.  Most notably "The description for Event ID 6062 from source Netwtw14 cannot be found."

I've taken all the recommended steps I can find in the many forums where people describe this issue.  Updated my bios, clean driver install, cold boot, recommended settings, etc.  Nothing works.

Any assistance you can provide would be much appreciated.

Kind regards,

Bryson

[Caguicla_Intel]

Hello Bryson,

Thank you for posting in Intel Communities.

To assist us in understanding your system's setup, we would appreciate it if you could provide us with a System Support Utility (SSU) log. Please see the instructions provided below on how to generate the SSU logs.

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

Has the problem been occurring since you first acquired your unit? Additionally, do you have an alternate device that functions correctly without any problems?

Best regards,

Caguicla C.

Intel® Customer Support Technician

[Bryson]

Good evening Caguicla,

Thank you for your assistance.  My SSU file is attached.

Has the problem been occurring since you first acquired your unit?

- Yes, but I mistook it for an ISP issue until I tried alternative devices.  The problem is isolated to this device.  All other devices function correctly.

Kind regards,

Bryson

[Caguicla_Intel]

Hello Bryson,

Thanks for providing the requested information.

Please give us some time to check on this. We will get back to you once we have an update.

Best regards,

Caguicla C.

Intel® Customer Support Technician

[Caguicla_Intel]

Hello Bryson,

Thank you for your patience on this matter.

Before I consult with our engineering team, could you please test the system with previous versions of the Wireless drivers to determine if the issue persists? Please take note of the driver versions that you will test.

Regarding the 802.11ax Connectivity settings, are these the recommended adjustments you've implemented as found here: Intel's Recommended Settings?

https://www.intel.com/content/www/us/en/support/articles/000057574/wireless.html

Additionally, was the Intel(R) Wi-Fi 6 AX211 pre-installed on your motherboard, or did you acquire it separately?

Best regards,

Caguicla C.

Intel® Customer Support Technician

[Bryson]

Good evening Caguicla,

Recommended connectivity settings - Yes, those are the recommended adjustments that I followed.  My settings currently match those.

Pre-installed - Yes, the AX211 is pre-installed on my motherboard.

Previous versions - The problem happened with the previous driver version I was using.  The only difference was that the error cited "Netwtw12" instead of "Netwtw14".  Regretfully I didn't write down what that version was.

I just tried to download the oldest drivers I could find here and install them: https://www.intel.com/content/www/us/en/download/19351/784628/intel-wireless-wi-fi-drivers-for-windows-10-and-windows-11.html

But when I try to run them an error spits out saying "A newer product version is already installed."  As far as I can tell it doesn't allow me to ignore this error.  I tried uninstalling the device altogether and running the driver executable, but it spit out the same error so I'm not sure how to proceed.  Sorry.

Thank you for your assistance,

Bryson

[Caguicla_Intel]

Hello Bryson,

No worries at all. Appreciate your effort in following our recommendations.

Can you try another clean driver installation but this time, install the driver that can be downloaded from the MSi website?

Best regards,

Caguicla C.

Intel® Customer Support Technician

[Bryson]

Good evening Caguicla,

I tried the clean driver installation from the MSi link you provided but it had no effect on the problem.

Kind regards,

Bryson

[Caguicla_Intel]

Hello Bryson,

Thank you for trying out our recommendations.

I'll check this issue internally with our team. We will give you an update as soon as possible.

Best regards,

Caguicla C.

Intel® Customer Support Technician

[Caguicla_Intel]

Hello Bryson,

Thank you for your patience.

Upon reviewing our recent correspondence, I realized that I failed to inquire about the status of Windows updates on your system. Ensuring that all pending updates are applied is a crucial step that can often resolve existing issues.

Could you please confirm whether your system is up-to-date with all Windows updates? Applying these updates might provide a solution to the problem you're experiencing.

Best regards,

Caguicla C.

Intel® Customer Support Technician

[Bryson]

Good morning Caguicla,

I can confirm that my system is up to date with all Windows Updates.  I have it set to auto-update and I manually update it weekly just to be sure I don't miss anything.

Kind regards,

Bryson

[Caguicla_Intel]

Hi Bryson,

Thank you for your reply.

I'll continue to check this request internally and give you an update as soon as possible.

Best regards,

Caguicla C.

Intel® Customer Support Technician

[Caguicla_Intel]

Hi Bryson,

Thank you for your patience.

To assist us in further diagnosing the issue, carry out the following steps:

1. Have you attempted to connect the computer to an alternate access point, such as a different router or modem?

2. Set the Preferred Band setting of the wireless adapter to 'No Preference' (default ).

3. Consider updating the BIOS to the beta version 7E06vAD2.

4. Provide the make and model of the wireless router or modem in use.

5. What is the distance between the wireless router or modem and the computer?

References:

• Cannot Connect to a Wi-Fi Network Using 2.4 GHz Frequency but It’s Working Fine When Connecting to a 5 GHz Frequency
• Advanced Intel® Wireless Adapter Settings
• How To Optimize the Wireless Network Performance When Using Intel® Wireless Adapters
• Intel® Wireless Adapter Keeps Disconnecting from the Network

Best regards,

Caguicla C.

Intel® Customer Support Technician

[Bryson]

Good evening Caguicla,

Thank you for your continued assistance.

1. I don't have an alternate access point available, unfortunately.  But I can confirm that other devices on this access point have no ill effects, including my previous computer.

2. No effect.

3. I can try this if you like, but I'm currently on 7E06vAC and I don't see anything in the AD1 or AD2 change reports that suggest the beta version would resolve things.  Would you like me to go ahead with it anyway?

4. https://support.shaw.ca/t5/internet-articles/equipment-info-fibre-gateway-2-0-xb7/ta-p/29898

5. About six feet with no obstructions in between.

Kind regards,

Bryson

[Caguicla_Intel]

Hi Bryson,

Thanks for your swift reply.

Yes, please proceed with testing the Beta version. After I receive the results, if the same issue persists, I will further explore this matter with our team.

Best regards,

Crisselle C.

Intel® Customer Support Technician

[Caguicla_Intel]

Hi Bryson,

Good day!

I'm reaching out to inquire about your progress with the Beta version testing. Your feedback is valuable, and we would greatly appreciate an update regarding this issue

Best regards,

Caguicla C.

Intel® Customer Support Technician

[VonM_Intel]

Hi Bryson,

I trust you're doing well.

I have not heard back from you, we will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Von M.

Intel Customer Support Technician

[Bryson]

Good morning Von,

I apologize for the delay, but I'm away at the moment and won't be returning until this weekend.  Could I ask that you please leave this open and I'll update the bios then?

Thanks kindly,

Bryson

[VonM_Intel]

Hi Bryson,

Sure thing! No problem at all. We'll keep it open until you're back this weekend. Just let us know once you have completed the BIOS update and its outcome.

Have a great day ahead!

Best regards,

Von M.

Intel Customer Support Technician

[Bryson]

Good morning Von and Caguicla,

I nave updated my bios to the newest beta version.  Regretfully it has had no effect on the problem.

Thank you for your assistance,

Bryson

[VonM_Intel]

Hello, Bryson.

Thank you for updating us. I understand that the BIOS update didn't fix the issue. Let's explore additional troubleshooting options to resolve this. Rest assured, we will continue to investigate internally and provide you with an update at the earliest opportunity.

Best regards,

Von M.

Intel Customer Support Technician