System Details:
- Operating System: Windows 11 Pro 23H2
- Motherboard: MSI B550M
- Security Software: Avast One Platinum
- Network Interfaces: Realtek PCIe Gb3 Faily Controller, RZ608 WiFi 6E 80MHZ. There are more listed but they are hidden after a while.
- Windows Update: The system started a Windows update after the driver update.
Issue:
I had just finished a work meeting, everything was working perfectly fine. Avast recommended and I listened to perform an update on various drivers, including audio, connectivity (such as communication ports, WiFi, and Bluetooth), and graphic card drivers, I lost the ability to connect to the internet. This issue persists with both Ethernet and WiFi hardware devices. I have spent over 2 hours with 3 different representatives from Avast tech support and no one can help, they have refused to escalate the issue. Their only recommendation is to go to a local technician at my expense even though it is obvious Avast caused this problem.
Observations:
- Network devices show an Event ID 411 initially, later adding to Event ID 442.
- No network adapters are not starting in the system after driver update by Avast.
- Running ipconfig /all shows no network adapters.
- Running ipconfig /release returns: “The operation failed as no adapter is in the state permissible for this operation.”
- No status light on the NIC card when the Ethernet cable is plugged in. I verified on a different device that the cable is live.
- No option to connect to WiFi.
Troubleshooting I have Performed:
- Revert Drivers:
- Reverted the drivers to their previous versions. No fix.
- Check Physical Connections:
- . Status light and traffic light did not light up so I ensured network cables are not damaged. Tested with different Ethernet cable. Checked cable with different device, cable is live. No fix.
- Reset Network Settings:
- Reset network settings twice. No fix.
- Reinstall Network Devices:
- Manually downloaded device driver from manufacturer and installed this way. I tried this on safe mode too. No fix
- Remove Windows Feature Updates:
- Removed the latest Windows feature updates. No fix.
- Used Windows Network Troubleshooter:
- Ran the built-in Network Troubleshooter in Windows Settings. No fix.
- Disabled Avast
- I have disables Avast security to ensure it is not interfering. No fix.
- Reset Network
- Performed CMD netsh int IP reset and winsock reset, cause at this point why not. No fix
- Complete Power Cycle/Full System Shut Down
- I shut down my computer, and unplugged it. Pressed the power button several times just to make sure no power is present. I left it unplugged for ~5 minutes. After restart, no change was observed. No fix
- Check Device Manager for Hidden Devices:
- Showed hidden devices in Device Manager and ensured no hidden network adapters needed updating. No fix
- Verify Network Adapters in BIOS/UEFI:
- I Ensured network adapters are enabled in BIOS/UEFI settings.
- Considered a USB NIC.
- This device isn’t a dedicated USB NIC. I had this laying around in the house. It’s a USB-C Multi display MST dock which has a Gigabit ethernet port. I tested it on my laptop to ensure it works prior to plugging in. On the desktop in question the NIC does not work. It comes up listed under the device manager as a Asix AX88179 SUB 3.0 to Gigabit Ethernet Adapter. A this point I am at a lost. I really thought this would of worked.
- The device status shows as “Windows is till setting up the class configuration of this device (Code 56).”
- The status and traffic light do not light up.
- After each step I did restart my computer and a handful of times I entered safe mode w/ networking. Still no fix. Inside of safe mode w/ networking same issues were present.
What I haven’t done, and Why?
- Uninstalled Avast
- Avast could be causing a conflict with other features, but given that I have disabled it and it hasn’t changed anything I am not sure if uninstalling it would make a difference.
- NIC Check
- I have not opened the desktop to ensure the NICs are seated properly. Mainly because the NIC USB adapter is coming into the same issue I have not moved the desktop for them to come unseated. But I will prior to coming to the restore phase.
- The same Event ID of 411 and 442 are present in this adapter.
- System Resort
- My absolute last resort if all else doesn’t work.
Current Status:
- The system recognizes all network adapters, but it gives them a device status of “Windows is till setting up the class configuration of this device (Code 56”).
- Suspected hardware failure on the motherboard or network card due to Avast, or a Windows update error given no internet connection during the update.
Do you have any recommendations, steps I missed, or what to do next besides what I have listed? I am truly lost, highly infuriated at his point.
*Also posted to r/avast