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WIFI Dropping out

LiamEvans
Novice
1,383 Views

Hello, as per description for Event ID 6062 from source Netwtw12 cannot be found (Intel Wi-Fi 6E AX211 160 =MHz) - Intel Communities we are experiencing the same issues.

 

Same issue here,

 

HP EliteBook 830 13 inch G9 Notebook PC Win 10 21H2 x64

 

Intel(R) Wi-Fi 6E AX211 160MHz

 

Driver Intel 22.190.0.4

 

Strangely enough the trigger for this is a Zoom call (approximately 3-5 mins in)

 

 

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9 Replies
Alberto_R_Intel
Employee
1,365 Views

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


In order for us to provide the most accurate assistance on this matter, we just wanted to confirm a few details about your system:

Is this a new computer?

When did you purchase it?

Was it working fine before without the WiFi dropping out issue that you are describing?

If yes, when did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

The wireless card, did you purchase it separately or did it come installed on the computer?

Which Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician



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LiamEvans
Novice
1,330 Views

Hi Albert,

Thanks for your time, answers to your question are below.

 

Is this a new computer? - 6 months old

When did you purchase it? - 6 months ago

Was it working fine before without the WiFi dropping out issue that you are describing? - No this has been ongoing for 6 months

If yes, when did the issue start? - N/A

Did you make any recent hardware/software changes that might cause this problem? - No

The wireless card, did you purchase it separately or did it come installed on the computer? Came with the computer (HP EliteBook 830 13 inch G9 Notebook PC)

Which Windows* version are you using? WIN 10 64 21H2

Does the problem happen at home or in the work environment? Both, seems to occur when the wireless card is under load for example during a Zoom meetings

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs": -Please supply a private way of sharing this info as the report contains personal info.

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

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Alberto_R_Intel
Employee
1,307 Views

Hi LiamEvans, You are very welcome, thank you very much for providing that information.


I sent you an email for you to be able to reply to it with the SSU report. Please verify your inbox.


Regards,

Albert R.


Intel Customer Support Technician


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LiamEvans
Novice
1,298 Views

No problems, I have sent you the email, please advise on next steps.

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Alberto_R_Intel
Employee
1,284 Views

Hi LiamEvans, Thank you very much for providing the SSU report.

 

Based on the information shown in the SSU document, the wireless driver version currently installed on your computer is 22.170.0.3, provided by HP. That should be the proper driver for your device since that driver was heavily customized by them to work with your specific platform:

https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-elitebook-830-13.3-inch-g9-notebook-pc/2100971065/swItemId/ob-299684-1

 

Based on the fact, as you mentioned, that you also tested wireless driver version 22.190.0.4 provided by Intel®, we will do further research on this matter to try to find a possible solution for this issue. As soon as I get any updates, I will post all the details on this thread.

 

In the meantime, for testing purposes, you can try a clean installation of both drivers, 22.170.0.3 and 22.190.0.4, following the instructions in the link below:

https://www.intel.com/content/www/us/en/support/articles/000022173/wireless.html

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

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LiamEvans
Novice
1,229 Views

Hi Alberto,

I have performed the steps with clean install of the driver, will let you know how it goes, the issue still persists, can you please let me know how you go your end with a solution? Thank you.

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Alberto_R_Intel
Employee
1,210 Views

Hi LiamEvans, Thank you very much for sharing those results.


We are sorry to hear the issue persists after trying the troubleshooting steps provide previously.


After reviewing the case, we determined that this is actually related to a hardware issue with the Intel® wireless card itself. Based on that, what we recommend as the next thing to do, will be to get in contact directly with HP Support for warranty purposes and additional assistance on this matter:

https://support.hp.com/us-en


Regards,

Albert R.


Intel Customer Support Technician


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LiamEvans
Novice
1,163 Views

Thanks Albert,

Interestingly enough it appears that the issue was caused by the Realtek NIC utilised by a startech dock. The error must just appear as the Realtek NIC freezes and interupts windows networking and subsequent network adapters on the laptop. After performing a clean uninstall on the Realtek driver and installing the latest version from the Realtek site (Realtek USB GbE Family Controller) everything has been working fine for the last week.

 

Teams and Zoom no longer freeze when the client makes high quality calls.

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Alberto_R_Intel
Employee
1,141 Views

LiamEvans, You are very welcome, thank you very much for sharing those updates.


Perfect, excellent, it is great to hear that the problem got fixed after performing a clean uninstall on the Realtek driver and installing the latest version from the Realtek site (Realtek USB GbE Family Controller), and now the computer is working properly without the need to claim the warranty on it.


Thank you very much as well for taking the time to share the solution on this thread, we are sure it will be very useful and helpful for all the peers looking at this conversation.


Any other inquiries, do not hesitate to contact us again.


Regards,

Albert R.


Intel Customer Support Technician


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