Problem connecting to Meraki Radius SSID - Intel(R) Wi-Fi 6E AX211 160MHz

[dhymeri]

Hi,

We have recently bought some surface pro 10 devices which have an Intel(R) Wi-Fi 6E AX211 160MHz card.  We've found that although the devices can connect to wifi networks at users home, they fail to connect to the office wifi.  We use Meraki network switches and the SSIDs run off the back of the kit, the corporate SSID is using our RADIUS server.  Whenever we try and connect to the corporate wifi from a new Surface Pro it immediately comes up with an 'Unable to connect' message.

I've found there are various forum posts online about this particular network card having problems.  Can anyone signpost me to any guidance or articles I could try to resolve this issue please?  It is affecting multiple new Surface Pros and I have tried updating the Intel driver to the latest version, however it hasn't helped.

I've also tried adjusting some of the settings on the Windows Network adapter based on various suggestions I've found online, but so far none of the changes have allowed me to successfully connect to the office wifi.

Thanks,

David.

[BrianT_Intel]

Hi dhymeri,

Greetings from Intel Customer Support.

I understand that you are having difficulty connecting to the Meraki Radius SSID. Please allow me to check what else I could be of help with.

To set your expectations, I will be asking you a series of questions to narrow down what recommendations I could provide. If you may, kindly share the following details below:

1. For the record, aside from "Unable to Connect, is there any other error message included?
2. How many Surface Pro 10 with Intel Wi-Fi 6E AX211 have been affected by this concern?
3. What frequency channel is the end user trying to connect to? (2.4 GHz, 5 GHz, etc.)
4. You mentioned that you look into a forum; may I know what is the exact suggestion or recommendation is that you have to perform?

Furthermore, if it is possible, I hope that you download and install an Intel tool that will scan your system. Don't worry; there will be no personal information to be collected. To get the tool, please visit this link: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html

Please run the program, select everything, then scan, click next, save the result log, and upload the text file in your next response.

I will be waiting for your response.

Brian T.

Intel Customer Support Engineer

[BrianT_Intel]

Hi dhymeri,

Just a follow-up: I see that there's no movement on this thread. With that in mind, I would like to know if you wish to be supported.

I will be waiting for your response.

Brian T.

Intel Customer Support Engineer

[BrianT_Intel]

Hello dhymeri,

I have not heard back from you so I 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,

Brian T.

Intel Customer Support Engineer