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Intel Wifi 6 ax200/ax201 keeps disconnecting from my WiFi

Have had some HP Spectre x360 EliteBooks and Microsoft Surface Laptop 3 with problems with Intel WiFi 6 AX200 / AX201 160 MHz wireless nic drivers.

 

Have upgraded the drivers to the latest Intel version 21.70.0.6 (07/01/2020), and this still does not fix the problem.

 

If you go to the nic driver in Windows 10, and Advanced then Disable 802.11 n/ac/ax the driver works fine.

 

Is there a fix at all for this?

 

Thanks!

 

Anthony :)

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AHill21, Thank you for posting in the Intel® Communities Support.

 

In order for us to be able to provide the most accurate assistance on this topic, we just wanted to verify a few detaiuls about your platform:

Are those computers new?

Did you make any recent hardware/software changes?

Was it working fine before?

The wireless card, did you purchased it separately or did it came installed in the computer?

When did the issue start?

Did you check with your Internet service provider to make sure the Internet is working properly?

Does the problem happen at home or work environment?

 

Regards,

 

Albert R.

Intel Customer Support Technician

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Computers are New.

No recent hardware changes.

As they are new computers they have not been working correctly since deployment.

Wireless card is in the HP Spectre x360 EliteBook and MS Surface Laptop 3.

Started at deployment.

Yes the Internet is working fine.

Unsure if the problem is at home too.

It would appear the issue is to do with 802.11 n/ac/ax.

As described in this article which there was never a fix for:

https://forums.intel.com/s/question/0D50P00004RS4SVSA1/intel-wifi-6-ax200-keeps-disconnecting-from-m...

 

Thanks.

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AHill21, Thank you very much for providing those details.

 

Could you please clarify which is the laptop that works with Intel® Wi-Fi 6 AX200 card and which one is the one that works with Intel® Wi-Fi 6 AX201 card?

The Intel® Wirelss cards, were they pre-install on the laptops or they were install manually?

Is there any chance that you can test them at home? Just to confirm if the problem happens also in there.

What is the model of the Router? Did you installed the latest firmware on it?

Some other customers have reported that by disabling the 802.11R (Fast Transition Feature) also seem to fix the problem, please try that and once you get the chance, please let us know the results.

 

Regards,

 

Albert R.

Intel Customer Support Technician

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Could you please clarify which is the laptop that works with Intel® Wi-Fi 6 AX200 card and which one is the one that works with Intel® Wi-Fi 6 AX201 card?

Intel WiFi 6 AX200 is on HP Spectre x360 Elitebook

 

Intel WiFi 6 AX201 is on MS Surface Laptop 3

 

 

The Intel® Wirelss cards, were they pre-install on the laptops or they were install manually?

Have tried the updated drivers.

21.70.0.6 - 07/01/2020

The latest above, do not work.

 

 

Is there any chance that you can test them at home? Just to confirm if the problem happens also in there.

Unsure / User says they might not have problems at home.

 

 

What is the model of the Router? Did you installed the latest firmware on it?

Aruba AP-515 - 8.5.0.6-74058

Aruba AP-535 - 8.5.0.6-74058

 

 

Some other customers have reported that by disabling the 802.11R (Fast Transition Feature) also seem to fix the problem, please try that and once you get the chance, please let us know the results.

This does not exist in the driver 

 

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AHill21, Thank you very much for letting us know that information.

 

In reference to the MS Surface Laptop 3, just to let you know, that computer is highly customized by Microsoft and all the drivers for it are provided by them, so in this case, for this specific product, what we recommend is to get in contact directly with Microsoft for them to provide the drivers validated by them and to provide further assistance on this matter.

 

Please provide the SSU report on the HP Spectre x360 Elitebook, To attach the report, once you choose "reply" select the "clip" icon on the lower-left corner.

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

 

Just to confirm, was the Intel® Wireless card installed manually on the HP Spectre x360 Elitebook or di it came pre-installed? This is very important for us to know since the problem could be related to compatibility.

 

Also, there are different versions of the HP Spectre x360 Elitebook, could you please provide the specific model of the computer so we can check the specifications?

If by any chance you have a link for the specifications of it, please post it in the thread so we can verify it.

 

Regards,

 

Albert R.

Intel Customer Support Technician

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On the Surface I used the Intel tool to update the driver to the latest, with no luck.

I have attached the SSU report for the HP Spectre x360 EliteBook.

 

I use Microsoft Free Deployment tool so the driver is applied after the image is applied to the device.

I have however used the Intel Driver Update tool to update the Wireless NIC to the latest version, and still there is a problem.

 

The model of the HP is:

 

HP EliteBook x360 830 G6

 

Serial = 5CG0034Z4P

 

 

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AHill21, Thank you very much for sharing that information and the report.

 

Regarding Microsoft's Surface Laptop 3, we actually do not recommend to use or install the Intel® Driver and Support Assitant, since the Wireless drivers provided by Microsoft are highly customized by them. When installing the Intel® Generic Wireless drivers they will not include some specific functionalities or features that the laptop supposed to have. In order to install the proper drivers for this specific laptop, you just need to visit Microsoft's web site and download the zip. file that contains all the drivers:

https://www.microsoft.com/en-us/download/details.aspx?id=100429

 

Now, about the HP EliteBook x360 830 G6, we recommend to install the Wireless driver provided by the manufacturer of the computer, since that driver was customized by them work with your specific platform. According to the SSU report, the Wireless driver version currently install is 21.80.1.1, I looked in HP's web site and actually, that is the proper driver for your system:

https://support.hp.com/us-en/drivers/selfservice/hp-elitebook-x360-830-g6-notebook-pc/26625607

 

Also, based on the SSU report, it shows that you are working with a channel width of 160 MHz, for testing purposes could you please change the channel width to either 20/40/80/ MHz just to confirm if the behavior of the Wireless connection is the same?

Additionally, if you select the band, either 2.4 GHz or 5GHz, is the problem the same on both bands?

In the following link you will find the settings to try those changes:

https://www.intel.com/content/www/us/en/support/articles/000005585/network-and-io/wireless-networkin...

 

By any chance, did you check with Aruba directly to make sure that the latest firmware update was installed in the Router?

Are there any other devices connected to the same Router? Do you have the option to test just the laptop connected to it?

Do they exhibit the same scenario?

What kind of security protocols are you using?

 

Regards,

 

Albert R.

Intel Customer Support Technician

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Hello AHill21, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

 

Regards,

 

Albert R.

Intel Customer Support Technician

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Hi Albert,

 

At this stage testing live and I believe for the the HP devices the driver might be working.

 

Thank you.

 

Anthony

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Hi AHill21, Thank you very much for letting us know those updates.

 

Perfect, excellent, please keep checking/monitoring the behavior of the laptop for a couple of days and once you get the chance let us know if further assistance is needed.

 

Any questions, please let us know.

 

Regards,

 

Albert R.

Intel Customer Support Technician

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Thank you .

Will do.

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AHill21, You are very welcome.

 

Regards,

 

Albert R.

Intel Customer Support Technician

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Hello AHill21, I just wanted to check if the issue persists and if you need further assistance with this matter?

 

Regards,

Alberto R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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Hello AHill21, I just wanted to confirm if you were able to monitor/check the behavior of the laptop and if the Wireless issue persists?

 

Regards,

Alberto R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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Hi AHill21, I just wanted to let you know that there is a new Intel® Wireless driver version 21.80.2, that contains the fixes for issues similar as the one you described on this thread, please test it and let us know the results:

https://downloadcenter.intel.com/download/29455/Windows-10-Wi-Fi-Drivers-for-Intel-Wireless-Adapters...

 

Regards,

Alberto R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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Hello AHill21, I just wanted to check if you were able to test the Intel® Wireless driver version 21.80.2 and if the problem persists after that or if it got fixed installing the HP drivers?

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel 

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Hello AHill21, Since I have not heard back from you, we are closing the case, but if you have any additional questions, just reply back or post a new question.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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