Intel WiFi6 AX201 cards frequently dropping connection on accesspoints

[jensm04]

Hi everyone,

We've been having issues with our HP Pro and Elitebooks randomly disconnecting from our wireless network. We've been looking into this issue neck deep together with multiple MSP's and now our ISP as well. We've found other cases which are similar to ours, but none of them seem to have been resolved.

We've tried some troubleshooting, but to no succes. These are the steps we've taken and their results:

1. Pinging to 8.8.8.8 or any other public address: no reply back, but the pings are seen on the firewall
2. Pinging to one of our domain controllers: no reply back, but the pings are seen on the firewall
3. Pinging to the default gateway: no reply back, no capture yet of the pings on the switch or accesspoint
4. Updating drivers to the newest version (22.190.X) since there was a known issue with the WiFi6 adapter previously: no succes, all version types have been having the issue.

Usually after a minute or 2, the connection returns. I've briefly spoken with an engineer from another MSP and he told me it could be related to DHCP and session timeouts. 

Extra information:

1. WLC software version: 8.10.162.0
2. WLC type: AIR-CTVM-K9
3. AP software version: 8.10.162.0
4. AP type: AIR-AP1852I-E-K9
5. Switch type: Catalyst 9300

I hope someone here is able to help us. We're really breaking our head over this and are having daily calls with every partner associated with the issue, but to no avail.

EDIT: There is a TAC case open already, but we do not have access to the portal to review it. Kinda depending on our MSP to arrange that communication.

Kind regards.

[Leo Laohoo]

Try this: 

1. Reboot the AP
2. Disable WMM

Don't get me wrong, but I do hope none of the two options make any difference.  Because if they do ... 

[marce1000]

 - Some things to try , have a go with : https://software.cisco.com/download/home/284464214/type/280926587/release/8.10.183.0 , 2) Perform client debugging on the controller ; these can be analyzed with https://cway.cisco.com/wireless-debug-analyzer/ 3) Toggle settings on the controller related to fast roaming, 4) Have a checkup of the controller configuration; for that use CLI show run-config commands , have the output analyzed by https://cway.cisco.com/wireless-config-analyzer/

 M.

[Rich R]

You've already covered step 1 - latest drivers.  Check the driver settings - specifically Wireless Mode (a/g and ac - ax if you had WiFi 6 APs), Preferred Band (obviously you want 5GHz) and Roaming Aggressiveness - sometimes making it more aggressive can prevent it holding onto an AP too long when moving out of range (but that would suggest your cell sizes need review). 
Marce and Leo have covered the other main options - take note!
Just one thing to add - have you surveyed the sites for coverage, interference, channel utilisation etc?
Just an idea: How often are you running RRM and are the disconnections related to channel changes?  If so are they DFS channels?
Have you optimised your 5GHz data rates (remove low rates) - for example minimum 24M?

[Leo Laohoo]

For Realtek RTL88xx, the wireless NIC driver should be, at a minimum, 6001.10.352.0 (and later).  Refer to CSCwf03870. 

For Intel-based AX2xx, the wireless NIC drivers should be 22.200.2.1 (and later) or 22.220.0.0 (and later).  Refer to CSCwe50033. 

[JoaquinCG]

Good night,

In our organization we are detecting this same problem with the same AX201.
Could you finally solve the problem?

Thank you

[Leo Laohoo]

Upgrade the wireless NIC drivers and disable 802.11ax.

[JoaquinCG]

Thanks Leo,

Deactivate 802.11ax in the client? or in the WLC configuration? We have a 5520 WLC and AP 1832I-K9 model.

Thanks again.

[Rich R]

1832 is 801.11ac Wave 2 so does not support ax at all.

Have you updated your drivers?
https://www.intel.com/content/www/us/en/download/19351/intel-wireless-wi-fi-drivers-for-windows-10-and-windows-11.html

[Leo Laohoo]

Turn off 802.11ax from the wireless client side.