Wifi disconnect intermittent due to Capability change

[WATGGG222]

We encountered an internet disconnection issue during use. The error message displayed was "no internet". We have already contacted Aruba to investigate the problem and after monitoring for two weeks, We have collect wlanreport of devices that had Wi-Fi disconnection issues. Upon checking the Aruba Wi-Fi system logs, it was discovered that De-Authentication frames were sent from the client side. Furthermore, from the WLAN logs collected from Windows on both devices, there were abnormal logs during the disconnection period, which were:

Capability change on {c1cfcb94-4684-4945-9815-3673a9851d19} (0x47008000000000 Family: V4 Capability: None ChangeReason: SuspectArpProbeFailed)

Despite updating the wireless and Bluetooth drivers to the latest versions, we were unable to resolve this problem. Does anyone have any suggestions about this?

[JohnM_Intel]

Thank you for raising that issue with us and to investigate this issue further, I have some question for for you to answer regarding this concern.

1.  May I know the drivers version installed in you device?
2. What is the wireless adapter of your device?
3. Do you update your windows?

Please generate an SSU report to help me further analyze important details on your system. To generate the SSU report, please refer to the article: How to get the Intel® System Support Utility Logs on Windows*. Please send us the generated SSU.txt file.

I look forward to your response!

Best Regards,

John Sergio M.

Intel Customer Support Technician

[WATGGG222]

Hi John,

Sorry for the late reply. For your question we didn't update windows recently, most laptops in our organization use Intel wireless adapter and their version is not the same. The issue occurs to a lot of users after we try to use EAP-TLS authentication. As your request I've attach the SSU report and Wlanreport from some users that facing this issue before. Please help us identify the root cause of this issue.

Naruemon [naruemon_wlan-report-latest.html] 2025-01-17T09:05:22
Ussawin [ussawin wlan-report-latest.html] 2025-01-13T16:25:01

[JohnM_Intel]

Hi WATGGG222,

Thank you for your response. For us to troubleshoot this issue, kindly update the drivers first using OEM drivers. Kindly follow the steps below:

• Perform a clean installation of the latest wireless drivers available. The latest driver can be downloaded in our Download Center. If applicable, you may want to check the Original Equipment Manufacturer's website for customized drivers.

• Make sure you have the recommended settings for the wireless standard: Recommended Settings for 802.11n Connectivity, Recommended Settings for 802.11ac Connectivity, and Recommended Settings for 802.11ax Connectivity.

• Update BIOS to the latest version. To check how to perform the BIOS update, please contact the Original Equipment Manufacturer.

• Confirm there are no pending Windows updates.

• Try connecting to another network if available, and test if the issue persists.

• Try connecting to another access point (AP) or router and test if the issue persists.

• Make sure the router or access point (AP) is well configured. We recommend contacting your Internet Service Provider (ISP) to ensure this.

And also, may I ask if you have tried to use a different access point?

While you're doing the steps above, I will coordinate this internally to check this concern regarding the network.

Best regards,

John Sergio M.

Intel Customer Support Technician

[WATGGG222]

Hi John,

We will try to follow your suggestions. The user has connected to a different AP but is still experiencing the issue. We would like to know if there have been similar cases and what the causes were.

[JohnM_Intel]

Hi WATGGG222,

Thank you for the information you provided while you were doing the troubleshooting steps. Give me enough time to internally investigate this issue and get back to you as soon as possible.

Best regards,

John Sergio M.

Intel Customer Support Technician

[JohnM_Intel]

Hi WATGGG222,

Thank you for the information you provided while you were doing the troubleshooting steps. Give me enough time to internally investigate this issue and get back to you as soon as possible.

Best regards,

John Sergio M.

Intel Customer Support Technician

[JohnM_Intel]

Hi WATGGG222,

Thank you for patiently waiting. I have some clarification regarding this issue for me to replicate the issue on my end.

1. How many devices are affected by the issue?

2. The access point you've mentioned is within the same network? Are you able to check if your device is able to connect a phone WIFI hotspot without any issues.

3. Can you share the brand and model of your access points where you are experiencing issue with?

Best regards,

John Sergio M.

Intel Customer Support Technician

[theeradetc]

Dear John,

           I'm working with WATGGG222 and trying to solve the issue. I would like to provide additional information to you.

1. How many devices are affected by the issue?

Ans:  Around 30-40  devices which is randomly occur.

2. The access point you've mentioned is within the same network? Are you able to check if your device is able to connect a phone WIFI hotspot without any issues.

Ans: Yes the Access Point is in the same network. those laptop will facing the issue when using SSID that using EAP-TLS Protocol 
but when connect with other SSID using EAP-PEAP Protocol or home network it working just fine.

FYI, intermittent internet connectivity issues occur after devices successfully authenticate. The users said that they just using devices normally and then the "No Internet" issue happen as I show you in the picture. This issue occur after we try EAP-TLS via cloud authen and we already check from our end that the authentication is working fine.

3. Can you share the brand and model of your access points where you are experiencing issue with?

Ans: Aruba AP505, AP515, AP615 and AP635.

4. The wireless adapter of the device is Intel Intel® Wi-Fi 6E AX211, Intel® Wi-Fi 6E AX201, Intel® Wi-Fi AC 9560.

5. Previously all laptop connect to SSID that using EAP-PEAP authentication protocol and working just fine. We facing the issue after 

we create new SSID (on the same Access Point system) with using EAP-TLS authentication method to Cloud Auth Server.

6. We search information and found that those wireless adaptor that facing issue is using CNVi or CNVio module, could this module can cause the issue? Why it working fine with SSID using EAP-PEAP authentication protocol?

[JedG_Intel]

Hi theeradetc,

I'll be taking over this thread temporarily and thank you so much for sharing all this information. I'll be conducting an investigation and I'll give you an update as soon as possible.

Best regards,

Jed G.

Intel Customer Support Technician

[theeradetc]

Dear JedG,

        Thank you! We look forward to hearing the results from you.

[JohnM_Intel]

Hi WATGGG222,

In order for me to further investigate the issue internally, I would like to ask the details below regarding your network:

Wireless security method:

Encryption Type (Open, RC4, TKIP, AES):

802.1X authentication type (WEP, TKIP, CCMP):

Key Management Type (PEAP, EAP-FAST):

WiFi network environment

Access Point manufacturer, model & SW version: AP: Aruba AP505, AP515, AP615, and AP635

Wireless Frequencies in use (2.4 and/or 5 GHz/6 GHz):

802.11ac or 802.11ax:

Channel Width (20 MHz vs. 40 MHz) for 2.4 GHz?

Channel Width (20 MHz vs. 40 MHz vs. 80 MHz) for 5 GHz?

Channel Width (20 MHz vs. 40 MHz vs. 80 MHz) for 6 GHz?

SSID stealth mode (hidden or broadcast):

Best regards,

John Sergio M.

Intel Customer Support Technician

[WATGGG222]

Hi John,

This is the information that you requested.

Wireless security method:

Encryption Type (Open, RC4, TKIP, AES): AES

802.1X authentication type (WEP, TKIP, CCMP): WPA2-Enterprise

Key Management Type (PEAP, EAP-FAST): EAP-TLS

WiFi network environment

Access Point manufacturer, model & SW version: AP: Aruba AP505, AP515, AP615, and AP635

Wireless Frequencies in use (2.4 and/or 5 GHz/6 GHz): 2.4 and 5 GHz

802.11ac or 802.11ax: mostly 802.11ax

Channel Width (20 MHz vs. 40 MHz) for 2.4 GHz? :  20 MHz

Channel Width (20 MHz vs. 40 MHz vs. 80 MHz) for 5 GHz? :  40 MHz

Channel Width (20 MHz vs. 40 MHz vs. 80 MHz) for 6 GHz?: -

SSID stealth mode (hidden or broadcast): broadcast

[JohnM_Intel]

Hi WATGGG222

Thank you for providing the details needed for me to check your network security method and network environment.

I'll be conducting a thorough investigation regarding this issue to help you with the no internet issue.

Best regards,

John Sergio M.

Intel Customer Support Technician 

[WATGGG222]

Hi John,

Thank you for your support.

[JohnM_Intel]

Hi WATGGG222,

Just for clarification, is the issue appearing only in environments with EAP-TLS authentications, with no other differences?

Best regards,

John Sergio M.

Intel Customer Support Technician 

[WATGGG222]

Hi John,

Yes, This issue occurs to users after using EAP-TLS authentication.

[JohnM_Intel]

Hi WATGGG222

Thank you for the confirmation; I'll conduct a thorough investigation on this issue. Kindly give me enough time to simulate this concern, and once I'm done, I'll get back to you immediately.

Best regards,

John Sergio M.

Intel Customer Support Technician

[JohnM_Intel]

Hi WATGGG222,

Thank you for patiently waiting while I'm investigating this issue. Kindly follow the steps on Quick Checks to Improve or Fix Wi-Fi Connection Issues for recommended Channels for 2.4GHz /5GHz and 802.11ac/802.11ax settings.

Also, I suggest updating your drivers to the latest generic drivers 23.110.0 or the latest OEM driver and then check if the EAP-TLS certification is enabled from AP settings, Cloud Auth Server and OS.

To enable the process:

Create an access point in the connection settings. For WLAN security, choose 802.11.EAP-TLS etch should show up plugins etc under this option. You'll need to switch tabs by pressing the right and left arrows to get to the EAP-TLS-specific settings. Remember to enable EAP-TLS with the left option key after you configure it.

Best regards, 

John Sergio M.

Intel Customer Support Technician

[JohnM_Intel]

Hi WATGGG222,

Good day!

Just a soft follow-up: if you have followed the steps provided on my last post to this thread, kindly let me know if that helps with your concern.

Kindly let me know if you still need help.

Best regards, 

John Sergio M.

Intel Customer Support Technicianv

[WATGGG222]

Hi John,

Sorry for the late reply. I still have some question about the process above that you mention. Where should we setting this? Is it in SSID profile settings?