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Intel Wi-Fi 6 AX200 device stops being seen by Windows until PC is unplugged for 10+ seconds

AverageUserName
Beginner
1,280 Views

I have a MSI X570 Tomahawk motherboard, which includes a Intel Wi-Fi 6 AX200.
At some point in the last year, I don't know if whether from a Windows 11 update, a new mobo bios/firmware, or an interal hardware damage, the bluetooth stopped working well.

Basically, if I just normally turn on my PC, the AX200 bluetooth device won't be seen by Windows.
For it to work and be detected, I need to unplug the PSU for at least 10 seconds every time before turning it on, supposedly because some power is still curculating in it before that, and something needs resetting for the AX200 to work again.

I've already tried uninstalling all BT drivers and devices, re-installing them, changing version etc etc. The OS (latest Windows 11) is not the problem, and nor is the BT driver. So please don't just copy and paste the usual guide to do stuff I've already tried.
I have also already contacted MSI and they said the mobo couldn't possibly be responsible for this and suggested to contact Intel.

I've been googling this issue extensively, and I was able to find instances similar to this issue, but generally speaking it seems like they were one off issues, and one restart was enough:
https://www.reddit.com/r/MSI_Gaming/comments/j2m5ic/x570_tomahawk_bluetooth_not_working/

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6 Replies
Steven_Intel
Moderator
1,250 Views

Hello AverageUserName,


Thank you for posting on the Intel® communities.


In order to better assist you, please provide the following information:



How to Perform a Clean Installation of Bluetooth Drivers: https://www.intel.com/content/www/us/en/support/articles/000087250/wireless.html


If all the previous steps had been performed and the issue persists, download the Intel® SSU https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 


Open the application and select "Everything", click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". Click on the menu where it says "Summary" to change to "Detailed View". To save your scan, click on "Next", then "Save". Please attach the file to your reply.


Best regards,


Steven G.

Intel Customer Support Technician.


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AverageUserName
Beginner
1,213 Views

The issue also happens on Wi-Fi, so both Wi-Fi and BT can't be used, nor detected by Windows. It's just like the wifi card was unplugged basically. The devices just don't appear in the Device Manager or elsewhere.
Re-installing the BT/Wi-Fi drivers doesn't work, the issue has spanned on multiple BT drivers versions (e.g. old version, the Intel latest version, the MSI mobo specific latest vertsion) and multiple Windows versions. I have done a clean install of the BT drivers, and of Windows. In fact, I believe the issue would happen if I started up Linux, though I haven't tried that.

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n_scott_pearson
Super User
1,203 Views

This sounds like the transition to S5 is leaving the card in a bad state. This could be a driver issue or it could be a BIOS issue. Does it happen on every shutdown? Does it happen when you do a reboot (instead of shutdown)? After a power cycle, is there any indication of the AX200 health from within BIOS Setup? Are you running the latest available firmware for your motherboard? (if not, try upgrading).

Have you tried going back to the version of the WiFi and BT drivers that was provided by your board vendor? To do this, you need to do a clean install of these older drivers. Here's the process (don't skip any steps): 

  1. If you haven't already, download - but do not install just yet - the vendor-supplied versions of the Bluetooth and WiFi driver packages.
  2. Disable Internet access. Unplug Ethernet cable and/or disable wireless completely. Keep disabled until told to re-enable.
  3. From the Apps & Features applet, check for instances of Intel PROSet/Wireless Software and Intel Wireless Bluetooth. If none, skip to Step 6.
  4. Uninstall each instance of Intel PROSet/Wireless Software and/or Intel Wireless Bluetooth that is present. When prompted, choose to "Discard Settings".
  5. Manually reboot your computer, keeping Internet access disabled throughout.
  6. From the Device Manager applet, check the Network Adapters section for an entry for Intel Wi-Fi 6 AX200 and check the Bluetooth section for an entry for Intel Wireless Bluetooth that has an intel driver associated with it. If neither is the case, go to Step 10.
  7. Right click on the entry for Intel Wi-Fi 6 AX200 and uninstall it, choosing to (checkmark) Delete the driver software for this device.
  8. Right click on the entry for Intel Wireless Bluetooth and open its properties. If it has an Intel driver associated with it, then uninstall it, choosing to (checkmark) Delete the driver software for this device.
  9. Go to Step 5.
  10. Install the Bluetooth driver package (my rule: always install Bluetooth first).
  11. Install the Wireless driver package.
  12. Manually shutdown and reboot your computer.
  13. Reenable Internet access. Restore Ethernet cable and/or reenable wireless.
  14. Test.

Hope this helps,

...S

 

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AverageUserName
Beginner
1,103 Views

Apparently the issue only happens if I enable Wi-Fi from the motherboard bios settings. I had previously fully disabled Wi-Fi there, as I don't use it, and BT still worked, but it then had the issue where a full power shut down was required after each restart.
Re-enabling Wi-Fi completely fixes the issue.
Should I contact MSI about this, or is this a problem with the Intel card itself?

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Steven_Intel
Moderator
1,065 Views

Thank you for your response.


I will research on this. As soon as I have an update, I will let you know.


Best regards,


Steven G.

Intel Customer Support Technician.


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Steven_Intel
Moderator
1,046 Views

Hello AverageUserName,

 

I appreciate your patience on this matter.

 

I noticed you have Windows 11 build version 22623, which is an insider version. Have you tested an official version such as 21H2 (22000) or the latest 22H2 build (22621)?

 

If you have already tested this, our best recommendation is to check with the board manufacturer (OEM) and make sure the antennas are properly connected, as this does not seem to be related with the drivers.

 

Best regards,

 

Steven G.

Intel Customer Support Technician.

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