System Freezes with AX210 Wi-Fi Adapter (Events 5002 & 5005) During Unstable Signal

[Zomboss]

Freezing can last from seconds to minutes (typically under one minute) when using voice calls on certain IM apps under poor Wi-Fi conditions. This issue may also occur sporadically when background downloads are active, even with a stable network.

Also, 7003 is more common while signal is not bad.

[JedG_Intel]

Hello Zomboss,

Thank you for posting on Intel Community Forum.

To effectively identify the root cause, kindly share the information below.

1. Were you able to have wireless connection in a normal/expected performance before?

2. Do you remember if this issue happened after a new OS update or Wireless driver update?

3. Is this the original adapter that came pre-installed in your system, or have you changed/installed a new adapter recently?

4. Have you checked if this issue happens on different networks?

5. Are you connected to a 2.4 GHz or 5 GHz network?

I look forward to your response.

Best regards

Jed G.

Intel Customer Support Technician

[Zomboss]

1. Yes, it works well.

2. I updated to the newest OS and driver, no change.

3. Both the original AX200 and the external AX210.

4. Yes.

5. Primarily 5 GHz network, 2.4 GHz has no long-time freeze, usually less than 2 seconds.

[JedG_Intel]

Hello Zomboss,

Thank you for sharing all this information.

Since there are 2 Wi-Fi adapters being used, may I know how are the adapters configured? Are they set up to connect to different networks, or are they both connecting to the same network?

Furthermore, could you please also share the full model of your laptop? A direct link to it would be helpful.

I look forward to your response.

Best regards

Jed G.

Intel Customer Support Technician

[Zomboss]

I normally use the external PCIe AX210 Wi-Fi adapter at a time. Due to the signal of internal adapter is poor, and when use both adapters, the system usually uses the internal adapter, which the Internet is too slow.

The model of machine is AZW GTi, with 13900HK. The external adapter is linked on a PCIe dock, with a GPU.

The PCIe dock info is here:

https://dl.bee-link.cn/uploads/%E5%BC%80%E6%BA%90/%E9%9B%B6%E5%88%BBEX%E6%8B%93%E5%B1%95%E5%9D%9E2D%E5%9B%BE.pdf

https://dl.bee-link.cn/uploads/%E5%BC%80%E6%BA%90/%E9%9B%B6%E5%88%BBEX%E6%8B%93%E5%B1%95%E5%9D%9E%E6%8E%A5%E5%8F%A3%E5%AE%9A%E4%B9%89%E5%92%8C%E6%9C%BA%E6%9E%84%E5%9B%BE.pdf

[Zomboss]

I use the command below to change the Windows power plan to High Performance (before was balanced), after that I found that the freezing issue reduced.

powercfg -s 8c5e7fda-e8bf-4a96-9a85-a6e23a8c635c

However, it is still possible to reproduce under high load of CPU and network.

Since this problem occurs randomly in daily use, it still takes a long time to observe.

[JedG_Intel]

Hello Zomboss,

I appreciate your effort and cooperation. To further troubleshoot the issue, please try to follow the outlined steps below.

1. Follow the Recommended Settings for 802.11ax Connectivity

2. Try to contact the OEM for customized drivers

3. Check for Windows Updates

- Make sure your operating system is up to date. Sometimes, system updates can resolve compatibility issues.

4. Reset Network Setting:

- Go to Settings > Network & Internet > Status and click on "Network reset." This will reset all network adapters and settings.

If the same issue persists, please let me know.

Best regards

Jed G.

Intel Customer Support Technician

[Zomboss]

I updated Windows to 26100.4946 at ‎2025/‎8/‎16.

Today, I reset the network, the issue appeared many times as of now, about 20 seconds a time, without any 50xx event.

But yesterday, before resetting the network, there was a freezing about 30seconds, with 50xx.

All of above is at 5 GHz network.

I'm also seeking help from OEM, it may not be a simple adapter issue.

Edit:

Again (freezing about 20 seconds)

Freezing has occurred at about 21:01:50.

[Mike_Intel]

Hello Zomboss,

Thank you for the update.

Please update us if you are now talking to the OEM manufacturer for further assistance.

If you have questions, please let us know. Thank you.

Best regards,

Michael L.

Intel Customer Support Technician

[JedG_Intel]

Hello Zomboss,

We have not heard back from you so we 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,

Jed G.

Intel Customer Support Technician