Widespread issue with Intel network card when on corporate wireless (meraki estate)

[NChap2]

hi there,

We have noted an issue becoming more frequent whereby some users on Windows 10 with a realtek network card will become disconnected from the corporate meraki access point (limited connectivity) and in the event log, it has generated dozens of messages like this:

Intel(R) Dual Band Wireless-AC 8275 : Has determined that the network adapter is not functioning properly.

Users on Windows 10 with a different network card are unaffected by this - this is only occurring on Intel dual band cards.

If the user disconnects and re-connects it generally solves the issue until it happens again (daily at least).

We have tried updating drivers, revert drivers, entirely removing the driver etc, but to no avail.

Please help!!!!

[Wanner_G_Intel]

Hello NChap2,

Thank you for posting on this Intel Community.

To better assist you, we would like to gather more information about your system configuration (i.e. operating system version, system model, driver versions, etc.)

Please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread.

1. Download the Intel® System Support Utility and save the application in your computer.

2. Open the application and click "Scan" to see 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.

What is the Meraki Access Point model number?

Does this issue occur in other networks?

Did the Intel® Dual Band Wireless-AC 8265 come preinstalled on the computer?

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[NChap2]

Thank you. I will run the scan. Yes – only on corporate network. Meraki Mr52s and Mr53s. We are today trialling using 5ghz as preferred as wondering if it is due to the band steering that we are seeing this issue. Could that be possible (e.g. if the Meraki is trying to steer it towards a particular band)? Thanks Nick

[NChap2]

See log attached. Worth noting we have already tried updating to the latest driver and this does not make any difference. I have therefore decided to try with an older driver.

[Wanner_G_Intel]

Hello NChap2,

Thank you for your response. 

If there are other APs nearby the computer, it may scan for another AP. This is the Wi-Fi Roaming Aggressiveness Setting. 

We recommend checking these settings first:

Wi-Fi Roaming Aggressiveness Setting

Recommended Settings for 802.11ac Connectivity

We noticed that the report was not attached to the thread properly. Please attach it from the thread options. 

Please let us know if choosing 5 GHz as preferred fixes this issue and if the Intel® Wireless Adapter came preinstalled on the computer.

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[NChap2]

Hi – it is already on medium roaming aggressiveness. I’ll retry uploading log. Any other suggestions, please? We do not have any issues with any other network card manafacturers.

[NChap2]

posted a file.

[Wanner_G_Intel]

Hello NChap2,

Thank you for your response.

Based on the report attached, you have the following system: Huawei MACH-WX9

We will close this inquiry. For more information, please refer to this information below:

Intel is aware of the Commerce Department's addition of Huawei and its affiliates to the Entity List and must comply with the requirements until or unless the US Government changes its direction. Intel’s required compliance includes ceasing all shipments / transfers of hardware, software, technical data, and any technical assistance to Huawei.

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[NChap2]

Hi - this is happening on Dell devices and Lenovo devices too. Get Outlook for iOS<https://aka.ms/o0ukef>

[Wanner_G_Intel]

Hello NChap2,

To better assist you, please run the Intel® System Support Utility on one of the Dell* and Lenovo* systems and attach the report.

Also, please provide the following information:

1. Did the Intel® Wireless Adapters come preinstalled on these systems?
2. What is the latest wireless driver version you have installed on these systems?

• If you are running Original Equipment Manufacturer (OEM) drivers only or Intel drivers available at our Download Center (generic), please let us know.

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[Wanner_G_Intel]

Hello NChap2,

If you need further assistance, please let us know.

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[Wanner_G_Intel]

Hello NChap2,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question.

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

[PThom17]

We have this problem too - with Lenovo devices. Did you ever get a satisfactory solution?

[NChap2]

Yep affects our Lenovo Carbon’s too and nope – no solution! It seems to have got slightly better recently and occurring less (for me anyway) – our network team slightly reduced the transmit power on the RF profiles of the AP’s. However I can’t categorically state this has fixed it. Are you using Meraki/have you tried anything yet on the AP’s? Thanks Nick

[PThom17]

Mmmm.. Well we can reproduce this at will now, by forcing a channel hop on a specific AP – the connected Lenovo devices drop their wi-fi connection, but other devices (such as Microsoft Surface Pro) seem completely unaffected. I’ve tried a separate USB dual-band wi-fi dongle on a Lenovo Yoga, and the issue goes away. So this seems specific to some form of incompatibility between the Meraki infrastructure and the Intel AC-8265 built in adaptors ☹ So will raise a separate ticket and see what happens..

[NChap2]

How does the drop materialise? Do the machines go to Limited Connectivity/No Internet? Do you get the errors in the event log? Get Outlook for iOS<https://aka.ms/o0ukef>

[PThom17]

Yes, the machines drop wi-fi and lose connection. Maybe after about 30 seconds they’ll reconnect, sometimes it needs a manual turning off of wi-fi and turning back on again to regain connectivity. Typically, there will be multiple (sometimes 1000s) of the below errors in the System event log:- Netwtw06 5002 None Intel(R) Dual Band Wireless-AC 8265 : Has determined that the network adapter is not functioning properly.

[NChap2]

Yep – exactly the same symptoms we’ve had. Intel have basically recommended stuff around drivers (using generic drivers and varying versions) – I found nothing on the driver side worked.

[NChap2]

Hi PThom17 – did you have any further joy with this? Happened again twice to me today whilst in the office.

[PThom17]

Not yet.. Have tickets open with Meraki and Lenovo still. Will see what happens..

[NChap2]

Cool. Keep me updated? We had it happen again at the start of the week. Meraki suggested tweaking the channel width on one of the APs as a test. Monitoring. Unbelievable how there’s not an Intel fix identified yet! Get Outlook for iOS<https://aka.ms/o0ukef>