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Forum Discussion
RAX-35 causing frequent disconnects with Surface Pro 5th-gen
I picked up a Nighthawk AX4 4-Sream AX3000 (model RAX35) a few weeks ago as a replacement/upgrace from a TP-Link Archer. For the most part, it's worked well, with one glaring issue - it essentially h...
Fortunately, it didn't come to that - I realized that I had not tried out the 5GHz wifi band, so I switched to that network ID, and I haven't had the problem since. It's still a BIT of a pain - my internet service doesn't have that much bandwidth, so I get no benefit from the speed, and the decreased range gives me a mediocre signal in a couple spots in my house - but I was not looking forward to reinstalling the Surface and honestly didn't expect that to work, so I'm okay with that as the solution.
Confirmation...
Nighthawk AX4: RAX35 Firmware Version V1.0.3.62_1.0.1
I experienced the same thing on two different Surface Pro 4 laptops with the RAX-35 (why isn't this router in the model list with the half million other options to choose from?).
My daughter has a Surface Pro 4 that has been experiencing random and frequent BSODs, usually after a few minutes of running her laptop. This started just recently after she moved back home to take classes virtually. After the next discovery below, we went back into her event log and it showed the system had crashed two times before, and both were when she was at my house for the weekend. No other device seemed to be affected except hers. I think it was occasionally connecting to 5G and running stable, but 5G doesn't reach every corner of the house...
In a panic to find a solution to her inabilty to take a test virtually we borrowed my girlfirends surface pro 4 (also model #1724), which has never previously had a BSOD (ever), but had never been connected to this router before. My daughter logged on and it ran fine until we connected it to the wifi (2.4GHz). I put in the wifi password and it tried to connect but didn't show internet available. I did a web login from a hardwired pc to the router and although it claimed internet connection was good on the router home page, the internet "test" never reached the NETGEAR web page that it was supposed to show "if a successful internet connectoin is detected". (PC hardwired through same router having no access problems). I rebooted the modem, and when it came back I tried logging onto the wifi on the surface pro. As soon as I refreshed the "no internet" firefox page, the system crashed (BSOD). After the reboot it crashed again simply by connecting to the wifi at the sign on screen. We disabled the wifi and it started and ran fine. One last confirmation and it crashed again immediately upon connecting to the 2.4G. Clearly something wrong.
I tried disabling AX on the router and we thought this had solved it, but it only added some time to the stability window. After a few minutes it crashed again. We figured out how to enable the wireless card to accept 5G, and it seems to be stable running on 5G like OP stated. Only about an hour so far of testing though..
Previously we had tried all sorts of things related to rolling back drivers and windows knowledge base updates. I had nearly given up and bought a new surface pro from Amazon to replace my daughers "broken" surface pro, but it turns out maybe I just needed to replace my broken Netgear router. I thought I was buying quality given how much I spent, but clearly its doing something non-standard. .
Thanks so much for confirming that I'm not crazy!
Since my original "resolution", it's continued to be flaky-but-mostly-tolerable. I've had some issues, ironically, connecting to the 5GHz when I'm TOO close to the router (it often fails to connect when I'm at my office desk next to the closet where the router lives; thankfully it's a personal, not work, device, although I like to occasionally have it around the desk for non-work stuff or to do updates during the day); in those cases, it keeps automatically falling back to the 2.4GHz band, which I don't realize until my network mysteriously goes away or the system crashes. Also, like you said, there's a part of the house where 5GHz doesn't reach, which I keep forgetting about and occasionally dragging the Surface to parts where it can't operate. A tablet without wifi is not a very useful device.
At this point, I think we need a reply from Netgear support on this. It's pretty clear that there's some bad interaction between the Surface and the RAX35.
Hello az9baller and Beefmaster,
You may get in contact with our support team using the link below. Have you also gotten a chance to revert to a previous firmware version along with checking to see if the Surface is due for a WiFi driver update.
https://www.netgear.com/support/default.aspx
Regards,
Christian
I have exactly the same problem. I currenty have 3 other computers on my desk....two running Windows 10 and one running Windows 7 and have no problems with any of them. But the story on the Surface is completely different. After installing the new router I started to have disconnects on the Surface but not the other computers. Common sense told me that I had a computer problem. I contacted Microsoft, we made sure all the updates were done which didn't help, then we did a complete wipe and install of the operating system which didn't help. They determined I had bad hardware and did an exchange with me. I still had the problem. After a strongly worded email they offered another exchange which we did. I still had the problem with the Surface and still no problems with the other computers in the house. Now I'm rethinking all this and decided to pull the Netgear and put the TP Link back in service. Problem solved. My question is what could the Netgear router possibly be doing to cause my Surface wifi to intermittently disconnect and not cause any problems with my other computers. What is the solution? Did I just purchase a boat anchor? How about some help.
Netgear RAX-35 Router
Surface Pro 6
Marvell Avastar Wireless Network Card
Regards,
Rodney
- I have the exactly same issue and that pushes me to research on this forum. Has anybody figure out a way?
