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AlexPavloff
Novice
890 Views

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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12 Replies
AndrewG_Intel
Moderator
862 Views

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.


AlexPavloff
Novice
854 Views

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

AndrewG_Intel
Moderator
829 Views

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.

AlexPavloff
Novice
817 Views

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

AndrewG_Intel
Moderator
802 Views

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


AlexPavloff
Novice
797 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

n_scott_pearson
Super User Retired Employee
768 Views

Alex,

Here is proper process for performing a clean WLAN Install:

  1. If you haven't already, download - but do not install just yet - the latest Bluetooth and WiFi drivers for your adapter. Here are links to these drivers: https://downloadcenter.intel.com/download/29790/Intel-Wireless-Bluetooth-for-Windows-10 and https://downloadcenter.intel.com/download/29520/Windows-10-Wi-Fi-Drivers-for-Intel-Wireless-Adapters...
  2. Disable Internet access. Unplug Ethernet cable and/or disable wireless. Keep disabled until told to re-enable.
  3. From Apps & Features app, uninstall any instances of the Intel PROSet/Wireless Software and Intel Wireless Bluetooth. When prompted, choose to "Discard Settings".
  4. Manually shutdown and reboot your computer.
  5. In Device Manager > Network Adapters, check for entry for Intel Dual Band Wireless-AC 9560. If none, go to Step 8.
  6. Right click on the entry for your Intel Dual Band Wireless-AC 9560 and uninstall it., choosing to "Delete the driver software for this device".
  7. Go to Step 4.
  8. (Optional but recommended) Clean out all temporary files using the Windows Clean Disk tool. I recommend that you checkmark all categories offered, even if no files currently (so it leaves it set up for next invocation).
  9. (Optional but recommended) Clear each of your browsers' cache.
  10. Install the Bluetooth driver package.
  11. Install the Wireless driver package.
  12. Manually shutdown and reboot your computer.
  13. Enable Internet access.
  14. Test.

Hope this helps.

...S

AlexPavloff
Novice
745 Views

Unfortunately it didn't help either

AndrewG_Intel
Moderator
783 Views

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


AndrewG_Intel
Moderator
732 Views

Hello AlexPavloff

Thank you for your response.


Since the issue persists even after trying the steps provided by n_scott_pearson our last recommendation is still to check this further with the support team of the operating system for further debugging from their side.

Having said that, we will proceed to close this thread from our side now but interactions with community peers can continue. If you need any additional information, please submit a new question as this thread will no longer being monitored.


Best regards,

Andrew G.

Intel Customer Support Technician


AlexPavloff
Novice
713 Views

Hello, guys!

Gotta add some information about the issue. I don't know whether this will be important or not. But there's a thing that I noticed.

The disconnetctions may occur or not within a day or a week: there's no any specific signals why or due to what or after what it happens, it just happens. But there's a sure thing: disconnectins occur when I launch/reboot the system. I mean I turn my laptop on, the Windows starts, I open the browser or launch any other app, then a minute or something passes and there it is: no internet. Then, as I mentioned before, I have to switch to 2.4G (my laptop automatically connects to 5G when the system starts), change the settings of 5G network, and then 5G works fine until the next disconnection, which will occur within a day or two or three or whatever. But it always occurs when I turn on my laptop or reboot the system. Always.

I hope that information may be helpful in finding the solution

AlexPavloff
Novice
477 Views

Any news? Guys, do you even try?

Seriously, I'm comletely sick of it. I've got a good AX router, a good laptop with AX200 and nevertheless I can't normally use WiFi 6!

Every single device at my house works perfectly. But not my laptop with your weird AX200. Yes, it works perfectly with 2,4 G. But when it comes to 5 G... I have to set all those weird settings (change the width, set the channel and so on) and only thus I can make 5 G on my laptop works (until the following reboot, when I have to re-set those settings again). But all those changings cut the speed of the internet. Thus it appears I have an AX wireless adaptor which works only with settings for an AC one! What's the point then?

Sorry for my emotions, but this situation really really sucks.

 

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