Intel(R) Wi-Fi 6E AX211 drop connection on 2.4Ghz and 5Ghz

[Hilman]

Notebook type : HP EliteBook 830 13 inch G9 Notebook

Notebook WiFi Driver : Intel(R) Wi-Fi 6E AX211 160MHz

Notebook WiFi Version : 23.110.0.5

Notebook Bios : U70 Ver. 01.14.00

I've been receiving frequent complaints about notebook devices experiencing roaming issues on our WiFi network, which is quite disrupting. Ideally, when a device roams on WiFi, it shouldn't disconnect at all. However, our HP EliteBook 830 13-inch G9 Notebook devices experience lost connections during roaming, and the WiFi logo changes to a globe icon. The notebook requires a disconnect/reconnect, which is particularly problematic during online meetings.

What's even more puzzling is that the notebook devices experience roaming issues even when they're stationary and not moving at all. Our WLAN infrastructure is set up using Dot1x, so the disconnections are quite noticeable to the users. Currently, we're using Cisco WLC and Access Points. I'd appreciate any insights into resolving this issue.

any suggestion for this issue? or Is there a software update available to address this specific issue?

[JeanetteC_Intel]

Hello Hilman,

Thank you for reaching out to the Intel Communities. To assist you effectively, could you please provide the following key information:

1. Is this a newly purchased device with an issue right out of the box, or did it work previously before encountering this problem?
2. If it was working before, what changes were made prior to the issue occurring?
3. Have you tried installing the latest OEM drivers? Although it might be a lower version (Intel WLAN Driver 23.60.1.2), it is highly recommended as it is customized for your system model. A clean installation of this driver is advised to ensure all remnants of past installations are removed.

Additionally, you might want to try a clean installation of the latest Intel driver version 23.120.0.3. Please note that this version may or may not be compatible with OEM devices.

Lastly, please review the Recommended Settings for 802.11ax Connectivity.

I look forward to your response.

Best regards,

JeanetteX

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Hilman,

Were you able to check the previous post? 

Let us know if you have any questions. 

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Hilman,

Since I haven't received a response from you in the past few days, I will go ahead and close this thread. If you require assistance in the future, please submit a new question, as this thread will no longer be monitored.

Sincerely,

JeanetteC.

Intel Customer Support Technician