AX201 Network adapter not working. Code 43. How to schedule repair...

Question

Stuck in endless loop of trying to get a repair sorted...

I've updated driver - downloaded 22.80.1.1. from intel and updated the driver but it seems to be a hardware issue.

Now when I go to schedule a repair with my device it says I have to contact support but it doesn't let me talk to anyone.

The next button is literally greyed out for me to get a repair but there seems to be no way of contacting anyone directly at microsoft.

Answer 1

Thank you for posting your inquiry here in Microsoft Community, banaoffe.

We are sorry to hear about Wi-Fi driver issue. Here are the methods that we suggest to verify if the issue is related to hardware or software:

• Run the System File Checker.
• Perform a network reset, select the Start button, then select Settings > Network & Internet > Status > Network reset.
• Refresh the Wi-Fi driver. Go to device manager > right-click the AX201 Network adapter > choose uninstall and restart the device.
• Change Wireless Mode Settings. Go to Device Manager and find the Network adapters. > Then right-click on your wireless card and select Properties. > Select the Advanced tab and change the wireless mode settings from 802.11a/b/g  to 1. 5Ghz 802.11a. Check if the issue persists.
• Install the drivers package. Check the specific OS build of your Windows Settings> System> About. Download the driver and firmware for Surface, choose Surface Pro 7 and click download on the next page. Please choose the .msi file that matches your current OS Build and click Next. After the download, runand installthe .msi then Restart the Surface Device.

If the issue still persists, re-image the Windows system using the USB recovery process. This process will wipe everything out on your device and install a fresh operating system. Please make sure that you have back up your files and data either in an External Hard drive or use your OneDrive app. You’ll need a USB (USB stick) with at least 16GB/32 GB and format it clean (make sure that you have chosen FAT32 as the file system while formatting the USB). You'll need a PC running Windows 10 or Surface Device to download the system files/recovery image on the Microsoft Website.   

Note: USB/Flash drives are the only required device for you to perform the follow steps below successfully.

After formatting the USB to FAT32 USB, convert the FAT32 USB stick as a bootable device. Go to search > search for create a recovery drive > then follow the on-screen instructions. Please proceed to the steps below after converting your USB to a bootable USB stick:

• Download the System Files or Recovery Image:

1. Go to the Download a recovery image for your Surface.2. If you’re signed in with your Microsoft account, you will be prompt to choose the device from the list of devices on your Microsoft Account. If you’re not signed in, choose a product on the drop-down menu and provide the Serial Number of the device.3. Once the download is finished, go to the file, right-click and choose Extract all then choose the USB/Flash drive.

• Perform the USB recovery:1. Shutdown the device by pressing/holding the power button for 10 seconds until it’s off. 
2. Insert the USB recovery drive into the USB port. 
3. Press and hold the volume-down (-) rocker. 
4. Press and release the power button. 
5. When the Surface logo appears, release the volume-down (-) rocker. 
6. Choose your language options and keyboard layout. 
7. Select Troubleshoot. 
8. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive. 
9. Select “Recovery”.

Let us know how it goes by replying on this thread.

Answer 2

Hi John. Thank you so much for your long detailed reply. I was getting quite frustrated and felt like I was going in circles before so going through these steps one-by-one was really helpful.

As I had done the first steps already I skipped to 4 - change to  1. 5Ghz 802.11a.

This didn't work so I decided to to back to the top. Once I had uninstalled the driver and restarted (step 3) it was working!

I'm certain I had done this already but perhaps in combination / in the correct order made it work.

So thank you very much for your logical and coherent list of steps.