Cut off network when Windows 10 is sleeping

[LJuli4]

Hi, i need help,

i manage somme PC's in my enterprise, and i have a problem of network link when windows 10 is sleeping. The link cut off whatever the parameters.

I try the 3 parameters :

• to update withe the latest driver (12.8.9.10)
• to uncheck in the properties of the Intel network card to allow the computer to turn off this device
• to disable hybrid sleep

the majority of my ethernet are : Intel(R) Ethernet Connection I217-LM

I don't find anything to resolve this issue, thaks for your help

[Caguicla_Intel]

Hello LJuli4,

Thank you for posting in Intel Ethernet Communities. 

Please provide the System Support Utility log of your system. This will allow us to check your Adapter details and configuration. Kindly refer to the steps below.

a- https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

b- Open SSU.exe

c- Mark the box "Everything" and then click "Scan".

d- When finished scanning, click "Next".

e- Click on "Save" and attach the file to a post.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[Caguicla_Intel]

Hello LJuli4,

We have received the SSU logs you have provided. Thank you for the reply. Please allow us to check on it, rest assured that we will get back to you within 1-3 business days.

Hoping for your patience.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[Caguicla_Intel]

Hello LJuli4,

Thank you for the patience on this matter.

We'd like to double check once you put the system to sleep state, is the LED on the physical port still lit up?

Looking forward to your response.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[LJuli4]

Hi Crisselle,

yes, the led flashes in green.

thanks

[Caguicla_Intel]

Hello LJuli4,

Thank you for the prompt reply.

We will continue to check on this further and provide an update within 1-3 business days.

We appreciate your time and patience on this matter.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[Caguicla_Intel]

Hello LJuli4,

Apologies for the delay on this matter.

We've noticed that your Windows 10 build is in 1903. With this, we'd like to double check if the issue also happened on Windows 10 build 1809.

Looking forward to your reply.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[Caguicla_Intel]

Hello LJuli4,

Good day!

Kindly provide the requested details for us to further check on your query. Let us know if you have additional questions and clarifications on this matter.

Awaiting to your reply.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[Caguicla_Intel]

Hello LJuli4,

How are you today?

Please be informed that we will now proceed closing this request since we haven't received any response from our previous follow up. Should you have any other concern of assistance needed in the future, feel free to post a new question.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[LJuli4]

Hi Crisselle,

i'm fine, thanks

I check the version of Windows on several PC's, and most of our PC's are on Build 1809.

I test on this PC's the sleeping mode and the problem persist.

But on one, the problem is solve, i send you the scan, if you can analyse this?

Thanks

[Caguicla_Intel]

Hello LJuli4,

That's good to know, thank you for your reply.

While we are checking on the provided SSU log, kindly share on how may systems are affected by this issue. Please also clarify if the other PCs you test with the same problem is with 1809 build version.

Looking forward to your response.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[LJuli4]

HI,

yes, most of my PC's are with 1809 build version

[Caguicla_Intel]

Hello LJuli4,

Thank you for your reply. We will continue to check on your request and give you an update within 1-3 business days.

Hoping for your patience.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[Caguicla_Intel]

Hello LJuli4,

We apologize for the delay on this matter.

Please check the details below for our findings regarding this issue.

1.) Comparing the SSU log of HP Z230 and HP EliteDesk 800, under power management, Wake on Magic Packet is turned on in HP EliteDesk 800, you may try to check that option in HP Z230 system.

2.) Have you tried to check this issue with HP? There might be settings on the BIOS or other configuration needed since the I217-LM is being integrated on HP system. For OEM on-board Ethernet controller, it would be best if you can also get in touch with HP for further support since they might have customized drivers and software to enable or alter features on your system. Please visit this link for Support Options for Intel® Ethernet Controllers

https://www.intel.com/content/www/us/en/support/articles/000006628/network-and-io/ethernet-products.html

3.) We'd also like to check if you have tried to enable the "Allow network connectivity during connected-standby" policy setting on your system.

To check this, type gpedit or Edit group policy

Computer Configuration -> Administrative Templates -> System -> Power Management -> Sleep Settings

Looking forward to hear an update from you.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[Caguicla_Intel]

Hello LJuli4,

Good day!

We'd like to check if you have tried to contact HP regarding this issue? We would highly appreciate if you can give us an update for the status of this request.

Awaiting to your reply.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[Caguicla_Intel]

Hello LJuli4,

How are you today?

I hope that HP was able to help you with your request and the issue was now resolved. Please be informed that we will now proceed in closing this request since we haven't received any response from our previous follow up. Should you have any other concern or assistance needed in the future, please do not hesitate to post a new question.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[LJuli4]

Hi Crisselle,

i try all your solutions, but without success.

For HP, my PC's are no longer under warranty, so i can't have help from HP.

I verify Bios settings without success too.

which is weird is that i have the problem on several PC's which are different models, and since i pass under W10...

[Caguicla_Intel]

Hello LJuli4,

Thank you for the update.

We are sorry to hear that you have already tried the solution above but no help to fix the issue. We'll try to further check this on our end for other possible solution. We will get back to you within 1-3 business days.

Hoping for your patience.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[Mike_Intel]

Hello LJuli4,

Apologies for the delay on this matter.

We have managed to visit the BIOS setup page of your system thru the link below. With this, we'd like to check the status of the AMT settings below.

https://support.hp.com/us-en/document/c03840403

1.) AMT

2.) Unconfigure AMT/ME

3.) Hide Unconfigure ME Confirmation Prompt 

4.) Watchdog Timer

Looking forward to your response.

Best regards,

Michael L.

Intel Customer Support

A Contingent Worker at Intel

[Caguicla_Intel]

Hello LJuli4,

We'd like to follow up the requested information above for us to continue to check on your request. Just in case you have additional questions on this matter, please do not hesitate to let us know.

Awaiting to your reply.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

[Caguicla_Intel]

Hello LJuli4,

Good day!

Please be informed that we will now proceed in closing this request since we haven't received any response from our previous follow up. In case you have any other concerns or assistance needed in the future,please do not hesitate to post a new question.

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel