Wi-Fi 6 AX200 160MHz; No Internet, secured

[Sabryn]

Currently using Wi-Fi 6 AX200 160MHz version 23.150.04, dual band 802.11a/b/g, 802.11ax. (Tested the latest version 23.160.0.0, no change). My Windows desktop seems to drop internet connection before each Security Intelligence update, and it is the only device in the household that has connectivity issues. An Ethernet connection works, but it is not feasible long-term.  

Things I have tried:

1. Reset the network stack

In elevated Command Prompt (Run as Administrator):

netsh winsock reset
netsh int ip reset
ipconfig /release
ipconfig /renew
ipconfig /flushdns

Then reboot.

(ping 8.8.8.8 does not work. tracert 8.8.8.8 times out after router.)

(manually setting DNS does not work)

2. Disable/Enable the adapter

3. Update or Roll Back the Wi-Fi driver

(uninstalled + reboot)

4. Check Security Software / Firewall

 - My device only has Windows Defender. Turned off/on and saw no change.

5. Force IPv4 only

- unchecked Internet Protocol Version 6 (TCP/IPv6)  and reset

6. MULTIPLE network restarts

7. Disabled EA app on startup (Saw it was causing potential connectivity issues on Reddit, but have not uninstalled.)

8. Reset the modem twice just in case.

Notes: I have Cisco installed for school, but it is not enabled (no other VPNs). No proxy server.

No fix after 13 hours. Three different security intelligence updates have been installed (one manually), which usually kick the internet connection back on. At this point, I feel like it has to be driver-related, but I am unsure of further fixes. 

We have Quantum Fiber if that is relevant. Connection will likely be restored before finding the root of the issue, ironically. Any help is appreciated, regardless! Thank you!

[Sabryn]

I am seeing multiple warnings in Event Viewer: 

WLAN Extensibility Module has stopped.

Module Path: C:\WINDOWS\system32\IntelIHVRouter10.dll

Not sure if it is helpful, but I hadn't noticed it before. Thanks!

[JeanetteC_Intel]

Hello Sabryn,

Thank you for posting in Intel Communities.

I would like to know more about your system details to fully understand where the issue truly lies. Please share the following details below:

1) Is this the exact system you have? ROG Strix X570-E Gaming | Motherboards | ROG United States

2) When did the issue start to happen?

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

4) Is this the original adapter that came pre-installed in your system, or is this a replacement of a faulty component?

5) Has it previously worked before it failed or was it an out-of-the-box issue?

• If previously worked, what changes has been made prior to getting this issue?
• If this is a new system, can you check and confirm that there are no pending Windows Updates?

6) Have you modified your router/modem settings?

I look forward to your response.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Sabryn]

Hello Jeanette,

Thanks for the message. The problem was resolved after turning on random hardware address in the Wi-Fi settings.

[JeanetteC_Intel]

Hello Sabryn,

Thank you for the update confirming that enabling random hardware address in your Wi-Fi settings resolved the issue.

It's great to know this solution worked for you, and we appreciate you sharing it as it will help other users experiencing similar problems.

I'll proceed with closing this community thread. Your solution will remain visible to help other community members who might face the same problem.

Should you encounter any new issues, please feel free to start a fresh thread since we won't be monitoring this closed thread going forward.

Sincerely,

JeanetteC.

Intel Customer Support Technician

[n_scott_pearson]

No! Bad Moderator!

The fact that you have a workaround does not mean that the actual problem should not be looked into. This should be escalated.

Intel is in a lot of trouble right now, and it is thinking like this that is a major contributor to this situation. This has been a part of their poor decision-making for a very long time (I know, I was there for 21 years). It has to stop.

It had to be said...

...S

[AlHill]

Yes, it had to be said.  But this type of thinking applies to so many "solutions" marked as such by the support staff that it points to a larger problem - support, software development, product development, etc.  Problems with IDSA, false positives on drivers, plus many more issues are simply dismissed by Intel.  It has to stop.  

Doc (not an Intel employee or contractor)
[AI is the same as snake-oil]

[JeanetteC_Intel]

Hello n_scott_pearson and AlHill,

Thank you for sharing this valuable feedback. Your insights are instrumental in helping us enhance our support processes and ensure we focus on comprehensive solutions rather than temporary fixes.

Should you have any additional concerns that require attention, please create a new thread as we will no longer be monitoring this one.

Sincerely,

JeanetteC.

Intel Customer Support Technician

[n_scott_pearson]

@JeanetteC_Intel,

So, you are just going to ignore (read: blow away) our concerns? Not monitoring == Blinders applied. What a horrible response.

...S