Wireless Dropping Out When Roaming

[Bjb1]

Hi team,

We are having issues with network dropouts when our HP laptops roam between WAPs. We have a Meraki network environment, who have confirmed that there's nothing that can be done on their side and that they believe it's an Intel Wi-Fi chip issue.

We are using Intel Wi-Fi 6E AX211 160MHz cards in our laptops, and the issues experienced are identical to this topic here:

Re: Re:Intel(R) Wi-Fi 6E AX211 160MHz Roaming between the AP in mesh network.

Can you please assist? We are using the latest 23.130.1 driver. 

[JeanetteC_Intel]

Hello Bjb1,

Thank you for your post in the Intel Communities.

To thoroughly investigate the issue, I need more information about your system. Please provide the following details:

1. Did the problem start recently, or have the HP devices always struggled to connect and experienced dropping issues while roaming?
2. Please share your system configuration so I can accurately assess the situation and offer a solution. You can do this by downloading the Intel® System Support Utility for Windows*. Once downloaded, launch SSU.exe.
   1. Scan: Check the box Everything.
   2. Click Scan.
   3. Review: When finished scanning, click Next.
   4. Click Save. *Attach the SSU log file as you reply.

I look forward to your response.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Mike_Intel]

Hello Bjb1,

I hope this message finds you well. 

Were you able to check the previous post?

Please let us know if you still need assistance.

Best regards,

Michael L.

Intel Customer Support Technician

[Bjb1]

Hi Mike,

Apologies, I missed the notification about the above reply.

Please see attached logs from SSU.

Thanks

[JeanetteC_Intel]

Hello Bjb1,

Thank you for sharing the SSU log file. Please go ahead with the clean installation of the latest OEM driver, version 23.120.0.3 Rev.A.

Keep me updated on the outcome.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Bjb1,

Did you have a chance to review the previous post?

Please feel free to reach out if you have any questions.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello Bjb1,

I haven't heard back from you in the past few days.

I hope the steps I provided were helpful. If the issue continues, I strongly recommend reaching out to your system manufacturer's support team for further help. I will now close this thread.

If you need assistance in the future, please submit a new question, as this thread will no longer be monitored.

Sincerely,

JeanetteC.

Intel Customer Support Technician