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Novice
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Wi-Fi 6 AX200 160MHz: constant disconnections on 5G

I've got the same issue: permanent disconnections while using 5G. It can occur twice or more times a day, but some days I don't observe it at all. I've MSI notebook and TP-Link router. So if this happens on different devices, but with the same ax200 wifi adaptor, then the issue is in the adaptor.

As the moderator asked to submit a new thread https://community.intel.com/t5/Wireless/Intel-R-Wi-Fi-6-AX200-160MHz-yet-another-TX-CMD-timeout-TfdQ...

OK, no problem. The more thread, the less solutions. Unfortunately.

I can only repeat my message that I've already posted here.

The issue I've got is the same as many other users of ax200 have here: permanent disconnections while using 5G. It can occur twice or more times a day, but some days I don't observe it at all. I've MSI notebook and TP-Link router. So if this happens on different devices, but with the same ax200 wifi adaptor, then the issue is in the adaptor.

I tried to re-install the drivers. New ones, old ones, "clean" ones, the drivers from the website of the manufacturer. Nothing works out. The only thing that helps to fix the problem for a while (till the next disconnection) is changing the settings of the 5G network (modes, channels, channels' width). But as I mentioned, it works out only till the next disconnection. Then I have to change the settings again. And again. And again... And as I see here the Intel specialists didn't find out how to constantly fix it.

**bleep** it, guys, you don't even consider this as YOUR problem! C'mon! This really is! I have this issue, he has it, other people have it (just look through even this forum, say nothing about the threads on Reddit or somewhere). This issue exists. And it's about AX-200. Stop giving all the same typical non-working advice ("re-install the driver" or "check the additional settings"). They don't work. Find the issue in AX-200 and fix it. Please. It really pisses off.  

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Moderator
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Hello AlexPavloff

Thank you for posting on the Intel® communities.

In order to check this behavior further, could you please provide the following details?


1- Are you having issues with Wifi only or with Bluetooth too (both)?


2- Were you able to have you wireless connection in a normal/expected performance before?


3- Is the Intel® Wi-Fi 6 AX200 the original wireless adapter that came pre-installed in your system or did you install it on the laptop?


4- Have you tried a different router or Access point just for testing purposes?


5- We understand that the issue only occurs using the 5GHz band and it is working fine on the 2.4GHz band. Is this correct?


6- When the disconnection occurs, does it reconnect automatically or not? Do you see any error message?


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


8- Computer power source: Is it plugged in or battery?

Have you checked the Setting Power Management for Intel® Wireless Adapters link?

https://www.intel.com/content/www/us/en/support/articles/000005879/network-and-i-o/wireless.html


9- Wireless security method:

  • Encryption Type (Open, RC4, TKIP, AES):
  • 802.1X authentication type (WEP, TKIP, CCMP): 
  • Key Management Type (PEAP, EAP-FAST)

 

10- WiFi network environment:

  • Access Point exact model, & software/firmware version:
  • Wireless Frequencies in use (2.4 and/or 5 GHz):
  • 802.11n or 802.11ac enabled (None/HT(11n)/VHT(11ac)):  
  • Network SSID stealth mode: hidden or broadcast?
  • Channel Width (20 MHz vs. 40 MHz) for 2.4 GHz?
  • Channel Width (20 MHz vs. 40 MHz vs. 80MHz) for 5 GHz?


11- Please provide the complete Windows® System event and WLAN-AutoConfig logs without filter (clear previous log before reproducing issue).

  • In Windows search, search for “event” and select “Event Viewer” 
  • On the left pane, expand “Windows Logs” 
  • Right-click on “System” and select “Clear Log…” 
  • Expand “Applications and Service Logs” -> “Microsoft” -> “Windows” -> “WLANAutoConfig” 
  • Right-click on “Operational” and select “Clear Log…” 
  • Reproduce issue.
  • Reference above steps (instead of Clear Log… choose Save All Events as…) to save the system event and WLAN-AutoConfig logs in .evtx format


12- Is it possible for you to capture over the air traces (OTA) when the behavior occurs? There are different software options available you may use, for instance, Wireshark*

https://www.wireshark.org/


13- Also, please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread to gather more details about your system.

  1. Download the Intel® SSU and save the application on your computer: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
  2. Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
  3.  To save your scan, click Next and click Save.


Note: To upload and attach a file, use the "Drag and drop here or browse files to attach" dialog below the edit box.


Best regards,

Andrew G.

Intel Customer Support Technician

*Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel® or any of its products is implied.


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Novice
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1- Are you having issues with Wifi only or with Bluetooth too (both)?

Only wifi 5G.

2- Were you able to have you wireless connection in a normal/expected performance before?

Yes, everything was perfect till this august. The laptop was purchased in november 2019. So, almost 9 months of a perfect performance

3- Is the Intel® Wi-Fi 6 AX200 the original wireless adapter that came pre-installed in your system or did you install it on the laptop?

This adaptor was already installed on my laptop, when i'd bought it

4- Have you tried a different router or Access point just for testing purposes?

No. I don't have such an opportunity. But something says to me that the thing is not in the router, because other devices (notebooks, phones, TV) don't have such a problem. It's observed only on my MSI laptop.

5- We understand that the issue only occurs using the 5GHz band and it is working fine on the 2.4GHz band. Is this correct?

2.4GHz works absolutely fine.

6- When the disconnection occurs, does it reconnect automatically or not? Do you see any error message?

It stays connected (to the 5G network), but it shows that the connection is without internet. As if, you know, there's a kind of a problem with internet on a whole (like some problems with an internet provider or something). But actually there's no problem with interner, cause I can switch to 2.4G and see that internet works. Only 5G doesn't work. Until I change the settings of the network, which I mentioned in my previous post.

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

I use my laptop only at home at the moment.

8- Computer power source: Is it plugged in or battery?
Have you checked the Setting Power Management for Intel® Wireless Adapters link?
https://www.intel.com/content/www/us/en/support/articles/000005879/network-and-i-o/wireless.html

Plugged in. Maximum Performance

9- Wireless security method:

I'm not good at techs. So, I don't know where to find the info you request. WPA/WPA2-PSK, WPA2-PSK, Auto. Is that it?

10- WiFi network environment:

Access Point exact model, & software/firmware version: TP Link Archer C6 v2.0, 1.3.0 Build 20200508 rel.63078(5255)
Wireless Frequencies in use (2.4 and/or 5 GHz): both
802.11n or 802.11ac enabled (None/HT(11n)/VHT(11ac)): both enabled
Network SSID stealth mode: hidden or broadcast? Not hidden
Channel Width (20 MHz vs. 40 MHz) for 2.4 GHz?
Now it's 20 mhz. Because I try to find the right settings. Before that issue started occuring it was Auto
Channel Width (20 MHz vs. 40 MHz vs. 80MHz) for 5 GHz?
Now it's 40 mhz (please, don't ask me to set it as 20, cause it's not the solution). Before the issue it was also Auto.

12- Is it possible for you to capture over the air traces (OTA) when the behavior occurs? There are different software options available you may use, for instance, Wireshark*
https://www.wireshark.org/

Well I used to install that Wireshark. But as I mentioned before, I'm not good at techs, so I didn't manage how to deal with that programm. Sorry.


13- Also, please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread to gather more details about your system.

Attached to the message

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Highlighted
Moderator
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Hello AlexPavloff

Thank you very much for your response and patience in this matter.

 

After investigating this further, we have information and reports that this is a known issue regarding Windows® version 2004.

 

We would like to recommend you installing the Intel® PROSet/Wireless Software and Drivers for IT Admins driver, version 21.120.2 >> https://downloadcenter.intel.com/download/29850/Intel-PROSet-Wireless-Software-and-Drivers-for-IT-Ad...

 

Please follow the steps in this forum to install the package driver:

https://community.intel.com/t5/Wireless/Installation-problems-of-Windows-10-Wi-Fi-Drivers-for-End-us...

 

If the issue perstist, we would like to provide you the following suggestions:

 

1- If possible, try a rollback to Windows version 1909 for testing purposes.

2- We noticed that there is a BIOS update available for yours system: E16S3IMS.108 (current one installed is E16S3IMS.106 as per Intel® SSU report). We recommend checking with your laptop manufacturer (OEM) if the fixes included in this BIOS may help with this behavior and if they recommend updating to the latest BIOS. https://www.msi.com/Laptop/support/Prestige-15-A10SC#down-bios

 

3- Since this is a known issue regarding Windows® 2004, we recommend checkig this further with Microsoft® support for additional debugging and recommendations from their side.

 

Best regards,

Andrew G.

Intel Customer Support Technician

*Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel® or any of its products is implied.

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Novice
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Well, I'll try to do what you recommend (update the driver and BIOS), and inform if it helped or not.

Also I'll contact the Microsoft support, as you offered.

Thanks

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Moderator
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Hello AlexPavloff


Thank you for your response. Perfect, please feel free to share any feedback about the outcome of the steps.


Best regards,

Andrew G.

Intel Customer Support Technician


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Novice
27 Views

Unfortunately those measures didn't have a good effect. I updated my BIOS, uninstall the current driver and reinstalled the recommended one (I can't roll back to the older Win version). And only in this morning I had two disconnections in a row. Thus it got even worse. But I think it's just a coincidence, and the things are just the same as before

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Highlighted
Moderator
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Hello AlexPavloff


Thank you for your response and feedback, it is really appreciated. We are sorry to know that the behavior is the same. At this point, we would like to recommend contacting Microsoft® for additional support and debugging from their side. Thank you for your understanding.


Best regards,

Andrew G.

Intel Customer Support Technician


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