wi-fi 6e ax211 / No more 5ghz connection

[Toto2]

Hi there,

On 02/04/2023, I was downloading a game on steam when I lost the 5GHZ Wi-Fi connection. 2.4GHz still working fine.

1 - Installed the driver : "WiFi-22.190.0-Driver64-Win10-Win11" : did not fix it

2 - Unistalled and reinstalled device : did not fix it

When I look in the event log of wi-fi 6e ax211, it says that the device is not running.

Please see the attached screenshots of the event log.

System : Windows 11 Family

Motherboard : GIGABYTE AORUS Z790 DDR5.

Wi-fi adapter : wi-fi 6e ax211 

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

- <System>

  <Provider Name="Microsoft-Windows-Kernel-PnP" Guid="{9c205a39-1250-487d-abd7-e831c6290539}" />

  <EventID>411</EventID>

  <Version>0</Version>

  <Level>2</Level>

  <Task>0</Task>

  <Opcode>0</Opcode>

  <Keywords>0x4000000000000000</Keywords>

  <TimeCreated SystemTime="2023-02-05T09:12:03.8201865Z" />

  <EventRecordID>844</EventRecordID>

  <Correlation />

  <Execution ProcessID="4" ThreadID="10832" />

  <Channel>Microsoft-Windows-Kernel-PnP/Configuration</Channel>

  <Computer>TOTO</Computer>

  <Security UserID="S-1-5-18" />

  </System>

- <EventData>

  <Data Name="DeviceInstanceId">PCI\VEN_8086&DEV_7A70&SUBSYS_00948086&REV_11\3&11583659&0&A3</Data>

  <Data Name="DriverName">oem70.inf</Data>

  <Data Name="ClassGuid">{4d36e972-e325-11ce-bfc1-08002be10318}</Data>

  <Data Name="ServiceName">Netwtw12</Data>

  <Data Name="LowerFilters" />

  <Data Name="UpperFilters">vwifibus</Data>

  <Data Name="Problem">0x0</Data>

  <Data Name="Status">0xc00000e5</Data>

  </EventData>

  </Event>

[Alberto_R_Intel]

Toto2, Thank you for posting in the Intel® Communities Support.

In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

Is this a new computer?

Did you build the PC?

Did you make any recent hardware/software changes that might cause this issue?

Just to make sure, the wireless card, did you purchase it separately or did it come installed on the motherboard?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[Toto2]

Hi Albert thanks for your reply.

 - Yes the PC is new, I built it myself.

 I first started it on 02/03/2023 and the 5ghz Wi-Fi connection was working fine until the 02/04/2023, when it suddently stopped while downloading a game on STEAM.

 - Except updating all the drivers, I did not do any major changes.

- The Wi-Fi card is built in my GIGABYTE AORUS Z790 ELITE AX Motherboard.

- Problem occured at home.

- Please find the SSU REPORT attached

Regards 

Thomas

[Alberto_R_Intel]

Hi Toto2, You are very welcome, thank you very much for providing that information and the SSU report.

Based on the details shown in the SSU document, the wireless driver currently installed on your computer is version 22.190.0.4, which is provided by Intel®:

https://www.intel.com/content/www/us/en/download/19351/windows-10-and-windows-11-wi-fi-drivers-for-intel-wireless-adapters.html?wapkw=AX211

In this case, it is important to mention that the wireless drivers provided by Intel® are generic, meaning they might or might not work as expected with some machines. For that reason, it is always recommended to install the graphics driver provided by the manufacturer of the board, since that driver was heavily customized by them to work with your specific platform.

I looked on Gigabyte's website and the latest wireless driver version they have available is 22.170.0.3, please try a clean installation of that driver following the instructions in the links below:

https://www.intel.com/content/www/us/en/support/articles/000022173/wireless.html

https://www.gigabyte.com/Motherboard/Z790-AORUS-ELITE-AX-rev-10/support#support-dl-driver-wlanbt

If the issue remains after that, in the link below you will find the "Advanced Intel® Wireless Adapter Settings" where you will be able to see some details and options that you can change/test in order to confirm if the connection to 5Ghz comes back after that:

https://www.intel.com/content/www/us/en/support/articles/000005585/wireless/legacy-intel-wireless-products.html

We also recomned to get in contact directly with Gigabyte Support to make sure the latest BIOS version is currently installed on your device or to gather the instructions on how to install it:

https://www.gigabyte.com/Support

Once you get the chance, please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

[Toto2]

Hi Albert,

Thanks a lot for your reply.

So I've done the clean install of device, then installed the previous driver. But I still cannot connect to 5GHZ Wifi.

I will contact Gigabyte and see directly with them.

Thank for your time

Regards

Thomas

[Alberto_R_Intel]

Hi Toto2, You are very welcome, thank you very much for your reply.

We are sorry to hear the issue persists after trying the troubleshooting steps suggested previously.

Yes, to get in contact with Gigabyte Support will be the next thing to do in this scenario.

Any other inquiries, do not hesitate to contact us again.

Regards,

Albert R.

Intel Customer Support Technician