Re:Wi-Fi 6E AX211 Packet Loss on gateway

IvanG1 · ‎12-20-2023

Hello,

I'm experiencing severe packet loss when connected to the router gateway using wifi, I've tried several things:

- Tried fresh driver removal / update to latest version

- Windows 11 fully updated

- Tried adjusting wifi device settings / setting to default

- Checked with windows defender / firewall off

- Moved device closer to router, still packet loss

- Unplugged router and disabled device

- Enabled metered connection

- Checked with ethernet cable connected to router and had no problems

- Checked with wifi connected to hotspot devices and had no problems with wifi

- Other devices are not affected by the packet loss

So far the only time this happens if I'm directly connected to the router via wifi, even if im connected using another device as hotspot the wifi runs without problems.

router is ARRIS Touchstone TG862G

attached ssu scan info

IsaacQ_Intel · ‎12-21-2023

Hello @IvanG1

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

In order to have a better understanding of your issue, please provide me with the following:

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

2. Have tried a roll back to a previous driver version for testing?

3. Is this a new computer? If so, have check with your system's OEM for validated drivers or support on known issues related to the symptoms experienced?

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

Best regards,

Isaac Q.

Intel Customer Support Technician

IvanG1 · ‎12-21-2023

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

No it always had Wifi issues from the box.

2. Have tried a roll back to a previous driver version for testing?

Yes, the first driver it came with was 22.180, then tried 22.250, both the same issue, same with latest 23.

3. Is this a new computer? If so, have check with your system's OEM for validated drivers or support on known issues related to the symptoms experienced?

Yes, yes i tried the driver from MSI but its just version 22.180, have yet to reach msi support

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

It is the original adapter.

IsaacQ_Intel · ‎12-22-2023

Hello IvanG1

Thank you for your reply.

It’s worth mentioning that Intel® provides generic versions of software and drivers. When discussing laptops, the computer manufacturer (OEM) may have altered the features, incorporated customizations, or made other changes.

For this reason, we recommend that you install the drivers provided by the manufacturer to avoid any potential impact caused by loading non-customized drivers.

In this case, we suggest a Clean Installation of the latest OEM driver (22.180.0.4). If the issue persists let us know, but consider checking this issue with the laptop manufacturer.

Best regards,

Isaac Q.

Intel Customer Support Technician

IsaacQ_Intel · ‎12-27-2023

Hello IvanG1,

We hope you are doing fine.

Were you able to check the previous post?

Please perform a Clean Installation of the latest OEM driver (22.180.0.4). If the issue persists let us know, but consider checking this issue with the laptop manufacturer.

Let us know if you still need assistance. Otherwise, we will close the thread.

Best regards,

Isaac Q.

Intel Customer Support Technician

Alberto_R_Intel · ‎12-29-2023

Hello IvanG1, Since we have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

Regards,

Albert R.

Intel Customer Support Technician