Slow throughput over Wi-Fi 6 AX200 160MHz adaptor

[roker]

Hello All,

I need some help and advice.

I have a Microsoft Surface Laptop Studio (MSLS) running the latest version of Windows 11 OS and it is up to date with Updates.

It was purchased NEW in November 2022 and uses an Intel(R) Wi-Fi 6 AX200 160MHz adaptor to connect to my Internet Service Provider (ISP).

Issue

Since about May 2023 I have had INTERMITTENT slow throughput over WiFi to the Internet.

So slow that my browsers (Edge, Firefox, Chrome) and my personal applications cannot connect to their remote servers/websites.

When I monitor the volume of traffic across my WiFi connection to my local ISP Access Point I see traffic volumes of 10k to 20k Bytes/Sec where normally it would be many 100k's Bytes/Sec.

To check my Wireless Access Point and ISP service I have run a speedtest.net on a Samsung Smartphone sitting next to my Laptop and it can reach 50 Mbps. Whereas my laptop cannot even connect to the speedtest.net server.

Things Attempted to Identify the Issue

I have monitored the two Windows 11 tools  a> Resource Monitor and b> Task Manager but there doesn't appear to be any high CPU or Memory utilization that could be "choking or congesting" the MSLS resources.

If I Restart or Shutdown the MSLS the problem disappears.

Due to another unrelated issue a few months ago I had to completely rebuild (back to Factory default) my MSLS so I do not believe it can be a Windows 11 OS build problem.

After the complete rebuild I also updated the Wi-Fi 6 AX200 160MHz adaptor drivers from version 22.230.0.8 to the latest 22.250.1.2.

The INTERMITTENT  slow throughput problem is still evident.

I have raised a fault report with Microsoft Support but they gave me a set of commands, see attachment, to restart the TCP/IP stack and reset the Network Adaptors which requires a Restart of the MSLS.

This will certainly fix the problem BUT not help identify what causes the ITERMITTENT slow throughput issue.

During the slow throughput I am able to successfully PING (across the WiFi connection) my ISP's gateway router and their DNS servers IP addresses so it doesn't appear to be a routing issue.

i.e. cmd> ping 198.142.152.164 -n 10 -l 1500 

I suspect the Intel(R) Wi-Fi 6 AX200 160MHz adaptor may have an intermittent hardware issue and hence my request or help from this forum.

Is there a command/s that I can run on my MSLS to check the Intel(R) Wi-Fi 6 AX200 160MHz adaptors health when the problem is evident...???

Any advice would be appreciated.

cheers

[roker]

Hello All,

UPDATE.

I have now attached a copy of the log results of running the Intel System Support Utility on my Laptop.

[Jose_Intel]

Hello @roker

Thank you for posting on the Intel️® communities.

We sincerely regret that this is happening to you using your Intel® Wi-Fi 6 AX200 (Gig+), please allow us to help you with that.

Please answer the following:

·      Is this issue happening at home, office environment or both?

·      Have you checked if this issue happens on different networks?

·      Have you modified any Wi-Fi adapter settings before issue appears?

Best regards,

Jose B.

Intel Customer Support Technician

[roker]

Hello Jose,

Thanks for reviewing and helping me. I have answered your questions inline below.

Please answer the following:

·      Is this issue happening at home, office environment or both?
[roker] Home only.

·      Have you checked if this issue happens on different networks?
[roker] Not yet. BUT, I have two Smartphones and another Microsoft GO laptop not experiencing slow thoughput to the Internet off the same Home wireless network. And I did perform a comparative speedtest.net test, at the same time, on my Smartphone next to the MSLS which I detailed in my original message.

·      Have you modified any Wi-Fi adapter settings before issue appears?
[roker] No.

Jose....I have now also reviewed the Intel SSU dump txt file  (called roker Intel SSU report 20231207a)  which I had attached to this discussion. At line 708 it reported the following fatal error, actually there are many indication of this same fatal error after line 708:

"...Miniport Microsoft Wi-Fi Direct Virtual Adapter #2, {6c680111-e723-4ba8-8679-594aef86e882}, had event Fatal error: The miniport has failed a power transition to operational power.."

But there is no timestamp when this fatal error occurred and I am concerned it may have been caused by me as I did perform a restart of the Intel WiFi Adaptor (and it didn't resove the issue) within about an hour or so of running the SSU.exe because the slow throughput issue was evident. But it may be an indicator of a problem with the WiFi Adaptor..!!!

thanks

Roker

[Jose_Intel]

Hello roker

Thank you for the information provided.

Please allow us to research this issue internally, we will post back as soon as we have any update.

Best regards,

Jose B.

Intel Customer Support Technician

[Jose_Intel]

Hello roker

Thank you for patiently waiting.

After checking the detailed information you provided, also the troubleshooting you have performed so far, we highly recommend contacting Microsoft for further assistance. This is because the issue could be related to the card itself.

Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.   

Best regards,

Jose B.

Intel Customer Support Technician

[roker · Accepted solution]

Hello Jose,

Microsoft have agreed to replace my laptop. Thanks once again for Intels support.

thanks