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Strange problem - WiFi ping latency with Firefox open

Anonymous
2020-08-12T14:56:13+00:00

Hi,

I had a problem with the call quality on my softphone on my SB2, mostly in the afternoons. I noticed i was getting >400ms ping repsonses from the internet. I tried multiple things, including changing my WiFi router but nothing worked. I finally had enough and reloaded my surface from scratch, applied the latest Microsoft drivers, loaded nothing but Firefox and the problem still occured. I found as soon as i close firefox pings drop back down to <5ms. I am at a complete loss. If i join a conf call i have to close all browsers to make sure i don't get the high latency.

Anyone else had this on their SB? There are others on forums that have seen this behaviour.

Surface | Surface Book | Network

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  1. Anonymous
    2020-08-13T04:19:51+00:00

    Hi Kris Wolton,

    Thank you for reaching out Microsoft Community. We're sorry for the trouble this has caused you.

    I have few questions to ask for me to check if there's any other troubleshooting steps that we can perform on your Surface device considering that you mentioned you have reloaded your Surface device from scratch. Please provide the necessary information being asked below.

    • Did you reset the device using a USB recovery drive?

    • What's the current driver version of your Surface Book's WiFi? How about the current OS version of your Surface device?

    • Have you tried using MS Edge? Is it going to drop its ping back down to <5ms when it's closed?

    For the mean time, you can review the suggested troubleshooting steps available in this link>>https://community.windows.com/en-us/stories/quick-ways-to-fix-common-wi-fi-connection-issues and check if that helps.

    Kind Regards,

    Crest

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  2. Anonymous
    2020-08-16T10:50:57+00:00

    Yes, i have reset the surface using a USB memory stick and loaded a fresh version of Windows 10.

    Driver version is 15.68.17018.116

    Yes, it does it in Edge, IE and Firefox. Extrememely frustrating. Pings times drop as soon as they are closed.

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  4. Anonymous
    2020-08-18T05:34:54+00:00

    Hi Kris Wolton,

    Thank you for the response.

    After resetting the device back to factory settings, have you updated its OS to the  latest version immediately? Or have you tested it while its OS version is the default one?

    Kind Regards,

    Crest

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  5. Anonymous
    2020-10-12T11:29:12+00:00

    I have factory reset the device again, tried both before and after updates and the same problem occurs. Eratic ping responses makes using a softphone almost impossible.

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