Swift 5 15.6" Laptop WIFI intermittently disconnect

newbyusr
newbyusr Member Posts: 29 Enthusiast WiFi Icon
edited November 2023 in 2020 Archives
My Acer Swift 5 laptop (SF515-51T) has a problem in that the WIFI intermittently drops out.

Has anyone seen this issue before? 

I have a Verizon Fios router which only supports 2.4Gh. No other devices at home has the WIFI drop out issue (e.g new Macbook, Samsung Phone, Iphone Printer, Security camera, Amazon Firestick, etc).

My old Acer R7 R572 laptop did not have any WIFI drop out issue either (since failed, hence this new Acer Swift 5 laptop).

I have installed the windows apps WIFIINFOView, and found the Fios router was using Channel 6 which had a few other WIFI routers. I have changed the Fios router setting to use static channel 5, and confirmed the signal strength is very good (93.3, Laptop is only 6 ft away), and there are no other routers in Channel 5).

When the issue happened, the Windows 10 Event Viewer would show this error message:
6062 -Lso was triggered
Source: Netwrw08

Thanks for any pointers (I plan to return this laptop if this issue can not be fixed).

«1

Answers

  • JackE
    JackE ACE Posts: 45,095 Trailblazer
    Open DeviceManager. Click network adapters folder. Right click wifi adapter. Click properties. Click advanced tab. Click preferred band. Change from auto or none to 2.4GHz. If that doesn't resolve the issue, try the 5GHz band. Jack E/NJ

    Jack E/NJ

  • newbyusr
    newbyusr Member Posts: 29 Enthusiast WiFi Icon
    Hi, Thanks for the suggestion. I have changed the Device Mgr WIFI settings for these 2 options below and rebooted laptop. Please advise if this is ok .
    a) 802.11a/b/g Wireless Mode --> "3. 2.4GHz 802.11g"
    b) Channel Width for 2.4GHz --> 20 MHz only

    My Verizon Fios router is Actiontec MI424WR Rev I (Channel fixed to 5 - my WIFI router is only router in that channel, strength 93.3 as reported by WIFIINFOView apps).





  • newbyusr
    newbyusr Member Posts: 29 Enthusiast WiFi Icon
    I had also found an article below that talks about the "6062 - Lso was triggered" message, and had changed the MIMO setting to "No SMPS".

    https://social.technet.microsoft.com/Forums/en-US/96f609b1-95ea-44a8-885e-0a2aca108fab/wifi-randomly-disconnecting?forum=win10itpronetworking


  • newbyusr
    newbyusr Member Posts: 29 Enthusiast WiFi Icon
    I just saw the 6062 message in the Windows 10 Event Viewer log. But the connection appears to have been re-established (previously, I had to reconnect to my WIFI SSID).


  • newbyusr
    newbyusr Member Posts: 29 Enthusiast WiFi Icon
    The WIFI dropout issue is still happening. One just occurred on 2020-09-20 12:34:54, with same 6062 error message:
    6062 - Lso was triggered

    I was watching a youtube video when it happened. My SSH session from the Acer laptop to a Linux server was disconnected.

    I wrote a batch file that pings the WIFI router every second and saw that the packet drops were from 00:34:42 to 00:34:53, about 11 seconds.

    Any other suggestions?

    <-- Continuous ping from Acer Swift 5 to Verizon router
    ....
    Loop Iteration 5119 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:41.13
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Reply from 192.168.1.1: bytes=32 time=3ms TTL=64

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 1, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
        Minimum = 3ms, Maximum = 3ms, Average = 3ms

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5120 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:42.22
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5121 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:43.18
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5122 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:44.20
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5123 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:45.11
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5124 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:46.19
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5125 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:47.22
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5126 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:48.20
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5127 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:49.11
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5128 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:50.11
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5129 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:51.22
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5130 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:52.13
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5131 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:53.19
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 5132 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is:  0:34:54.17
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Reply from 192.168.1.1: bytes=32 time=16ms TTL=64

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 1, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
        Minimum = 16ms, Maximum = 16ms, Average = 16ms

    Waiting for 0 seconds, press a key to continue ...
    .....................



  • JackE
    JackE ACE Posts: 45,095 Trailblazer
    No. You didn't click on the preferred band option. Try this. Open DeviceManager again. Click on network adapters. Right click on wifi and uninstall the driver. Then exit device manager without trying to re-install anything. Then shut down Windows. Turn the machine back on. If the problem persists, then click on the preferred band and change it from none or auto to 2.4GHz. If that doesn't fix the issue, then try 5GHz. Jack E/NJ


    Jack E/NJ

  • newbyusr
    newbyusr Member Posts: 29 Enthusiast WiFi Icon
    >> Open DeviceManager again. Click on network adapters. Right click on wifi and uninstall the driver. Then exit device manager without trying to re-install anything. Then shut down Windows. Turn the machine back on.
    I had previously done this when I contacted Acer support. It did not help.

    >> I
    f the problem persists, then click on the preferred band and change it from none or auto to 2.4GHz.
    I changed this and shutdown/restart windows. The issue is still there  and just happened - I had to manually connect to my WIFI SSID.


  • JackE
    JackE ACE Posts: 45,095 Trailblazer
    Doesn't matter. Uninstall the driver anyway! You've made too many changes to it already. We must start out with a fresh default option driver. So uninstall it. Shut down Windows. Restart it to install a fresh unaltered default driver. Then click on the preferred band and change it from none or auto to 2.4GHz. If that doesn't fix the issue, then try 5GHz. Jack E/NJ

    Jack E/NJ

  • newbyusr
    newbyusr Member Posts: 29 Enthusiast WiFi Icon
    Thanks again for helping out.

    I went through your suggestions:
    - Uninstalled driver. Shut down/restarted laptop. Problem recurred
    - Changed WIFI Preferred  Band to "2. Prefer 2.4Ghz". Shut down/Restarted window. Problem recurred. 

    The error message was slightly different. Instead of "6062 - Lso was triggered", the Event Viewer message was "DNS Client Events".

    In both cases, my SSH session to a local unix server from the Acer was disconnected.

    I also had a MacBook using the same WIFI router sitting next to the Acer Swift 5 laptop, and doing continuous ping test to the WIFI router . It did not report  ping packet loss, but the Acer laptop did.

    The Verizon Fios router that I am using (MI424WR Rev I) only supports 2.4GHz, so I can't test 5GH.

    As I do not have any other devices experiencing this WIFI dropout issue, I am not willing to purchase a new 5GH router.  My last laptop was an Acer R7 572 and it did not experience this WIFI dropout issue (it failed recently, hence I purchased this new Acer Swift 5).

  • JackE
    JackE ACE Posts: 45,095 Trailblazer
    Try the 5GHz option anyway. Jack E/NJ

    Jack E/NJ

  • newbyusr
    newbyusr Member Posts: 29 Enthusiast WiFi Icon
    edited September 2020
    Hi, I changed the preferred band to "3. Prefer 5 GHz band", shut down and restarted laptop. The WIFI drop out still happened (ping from Acer to WIFI router failed, and SSH session from Acer laptop to a different Linux server was disconnected). There were no Event Viewer messages this time.

  • JackE
    JackE ACE Posts: 45,095 Trailblazer
    There seems to be a FIOS router issue. Uninstall the driver again and get it back to a fresh default state. Then go to this link and either chat or get a return service phone call to state your issue. https://www.verizon.com/support/residential/contact-us/contactuslanding.htm  You might try to do it right now as call volumes might be low on a Sun night.

    Jack E/NJ


    Jack E/NJ

  • newbyusr
    newbyusr Member Posts: 29 Enthusiast WiFi Icon
    I had already contacted Verizon. We went through the firmware and confirmed the router had latest version. They also advised that the router does not support 5GHz.

    Also, installed Wifiinfoview, and found the Verizon FIos WIFI router was initially using Channel 6 with a few other WIFI devices. We configured the Verizon WIFI router to use channel 5. There are only 2 devices in Channel 5 now, being my WIFI router (6 ft away) and HP printer (1 ft away) and the signal strengths are the strongest (my WIFI router is highlighted green, signal is 94, HP printer is 85).

    From my point of view, the only thing that's changed is the Acer laptop. The previous Acer laptop did not have the WIFI drop out issue. And I have been using my Macbook with the same WIFI router without any issue.




  • JackE
    JackE ACE Posts: 45,095 Trailblazer
    >>>From my point of view, the only thing that's changed is the Acer laptop. >>>

    Has it ever NOT dropped out? Jack E/NJ

    Jack E/NJ

  • newbyusr
    newbyusr Member Posts: 29 Enthusiast WiFi Icon
    If it did, it was never apparent, since I never had to reconnect (I had the WIFI setup to reconnect automatically, same as for the new Acer).

    With the new Acer, I noticed the disconnect as I sometimes had to reconnect manually (even if reconnect automatically was checked). And this could happen when I was actively using the new Acer laptop, something that I had not experienced with the old Acer.
  • JackE
    JackE ACE Posts: 45,095 Trailblazer
    >>>If it did, it was never apparent,>>>

    Let me ask it another way. Does the dropout rate seem more now than when you first setup the machine out of the box? Jack E/NJ

    Jack E/NJ

  • newbyusr
    newbyusr Member Posts: 29 Enthusiast WiFi Icon
    It seems to be worse out of the box (i.e. after driver uninstalled and laptop restarted with default settings). 

    The best change seems to be when the "MIMO Power Save Mode" setting was changed from "Auto SMPS" (default after driver removed) to "No SMPS". This was mentioned in the article I mentioned previously. I normally use the laptop without power, but have tested that the WIFI dropout issue happens even when I have laptop connected to power.

    The worst seems to be when the setting was with preferred band setting set to 5GH. I have since changed it back to preferring 2.4GHz. It seems better.

    Right now, I have:
    802.11 a/b/g set to "3. 2.4GHz 802.11g"
    Channel Width for 24GHz "20 MHz"
    MIMO Power Save Mode: No SMPS
    Preferred band: "2. Prefer 2.4 GHz Band"

    And right now, when the WIFI disconnects, it will normally autoconnect, although my SSH sessions to Unix server will time out.

    Also, I just noticed that the error message "6062 - Lso was triggered" is still there, but in different place in Event Viewer. Previously they were appearing in "Event Viewer" "Administrative Events". But they now appeared under "Windows Logs" "System" section (I am not sure why this has changed - that's why I mentioned previously that the 6062 messages weren't happening yesterday when in fact they were in different sections of the Event Viewer log).

    Here's an example for one that just happened a few minutes ago: (The Network connection did recover, but ssh to Linux host was disconnected.) I happened to have ping batch file running at the time as included below. The loss happened before the time of the Event Viewer message.


    Loop Iteration 802 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:20:49.11
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Reply from 192.168.1.1: bytes=32 time=2ms TTL=64

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 1, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
        Minimum = 2ms, Maximum = 2ms, Average = 2ms

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 803 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:20:50.21
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 804 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:20:51.21
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 805 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:20:52.16
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 806 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:20:53.11
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 807 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:20:54.13
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 808 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:20:55.20
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 809 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:20:56.12
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 810 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:20:57.20
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 811 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:20:58.20
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 812 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:20:59.13
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 813 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:21:00.13
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 814 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:21:01.24
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Request timed out.

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 815 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:21:02.17
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Reply from 192.168.1.1: bytes=32 time=3ms TTL=64

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 1, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
        Minimum = 3ms, Maximum = 3ms, Average = 3ms

    Waiting for 0 seconds, press a key to continue ...
    .....................
    Loop Iteration 816 of 6200 [from 1 to 6200 in increment of 1]
    -----------------------------------------------------
    The current time is: 14:21:03.12
    Enter the new time: pinging 192.168.1.1

    Pinging 192.168.1.1 with 32 bytes of data:
    Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

    Ping statistics for 192.168.1.1:
        Packets: Sent = 1, Received = 1, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
        Minimum = 1ms, Maximum = 1ms, Average = 1ms

    Waiting for 0 seconds, press a key to continue ...
    .....................

  • JackE
    JackE ACE Posts: 45,095 Trailblazer
    >>>It seems to be worse out of the box>>>

    Is the machine still under warranty? Jack E/NJ

    Jack E/NJ

  • billsey
    billsey ACE Posts: 34,645 Trailblazer
    edited September 2020
    Your laptop has an Intel Wireless-AC 9560 card in it. Perhaps that card has issues connecting with really old routers, such as your 802.11g model. Check for a newer driver direct from Intel, I believe their latest is only a week or so old. If possible, ask Verizon to upgrade their router to a more current model, 802.11n replaced 802.11g in 2009, your laptop has 802.11ac and it's even newer. It's kind of silly that they've kept you on that old hardware so long now. Their newest stuff is likely 802.11ax, branded now as WiFi 6, but .11ac is plenty for your use.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • newbyusr
    newbyusr Member Posts: 29 Enthusiast WiFi Icon
    Thanks for all the recommendations and assistance. As this is the second Acer Swift 5 that has the same WIFI problem, I have decided to return it. I had expected the WIFI to be plug-and-play like most other devices and need a laptop with a working WIFI.

    I understand why the WIFI router is suspected to be at fault. But, like I said before, I have had the Verizon WIFI router for 8 years, and have not had a problem with any devices. This includes my last Acer R7-572 laptop, which unfortunately failed. 

    I have logged this as a case with Acer support - Case No: 270446US. This case was escalated to two Acer Level 2 engineers.  From my point of view, the Acer Swift 5 laptop was the only new device having the WIFI issue. I have Macbook, Amazon Firestick, Security Alarm, Ipad, Iphone, Samsung Note phones etc all working fine with the WIFI. Both the Level 2 Acer engineers did not offer to do any diagnostic and just blamed the Verizon WIFI router, and asked me to replace it with a 5GHz router. They did not want to listen my point that I do not have any devices with WIFI issues (the second Acer Level 2 engineer hanged up on me  when I was trying to get my point across).

    I have since purchased a Lenovo Slim 7, and have been using it for a day with default setting (also upgraded Windows 10 to latest version like I did with the Acer Swift 5). The Lenovo WIFI has been working fine - I have not experienced a single WIFI dropout.

    I hope an expert Acer engineer can look into it, as I feel there is something not right with the laptop (driver issue, windows 10 Interop etc). 

    This is a screen capture of my Lenovo WIFI Setting, showing Preferred Band set to "1. No Preference". I am typing this message on my new Lenovo.