Intel Gigabit CT Network Interface. The networkadapter has been removed (Event ID 56)

[JCPark]

Hello,

We have product for medical system that are included  Intel CT Network adapter. Sometimes network connection has disconnected with occurring windows event log like below.

Event ID: 56

Event Source: e1qexpress

Event Type: Information

Event Description: Intel(R) 82574L Gigabit Network Connection. The network driver has been stopped because the network adapter has been removed.

PC Information

- Workstation : Dell precision 5820T

- NIC : Intel Gigabit CT Desktop adapter

- OS : Windows 7 ultimate 64bit service pack 1

- Network driver version : 12.7.28.0 (2015-05-26)

If I don't reboot the PC, the Network connection is not recovered.

The previous version of our product use Dell precision T5810. It never happened disconnecting problem for years. 

What can I do to solve this problem?

Is there a way to recover without rebooting when occurring this problem?

If you want to get more information, let me know about that.

Best regards,

JC Park

[AlfredoS_Intel]

Hi Jcpark,

Thank you for posting in our Intel® Ethernet Communities Page.

We are sorry to hear about the issue that you are experiencing with your network adapter.  

To better assist you, we need to get some logs from your system. It will tell us the different driver version and components installed on your system. Please download and run our Intel® System Support Utility from this page, https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-. After running it, you will be given an option to save the logs to a text file, please do so and attach the file on your reply.

We look forward to hearing from you. If we do not get your reply, we will follow up after 3 business days.

Best Regards,

Alfred S

Intel® Customer Support

[JCPark]

Hi Alfred

Thank you for your support.

I attach SystemInfo.txt that the result of scanning Intel System Support Utility.

Please check this information.

If you want more information, let me know about that.

Best regards,

JCPark

[AlfredoS_Intel]

Hi Jcpark,

Thank you providing those information.

Please allow us some time to check on this.

We will get back to you no later than 3 business days from now.

Best Regards,

Alfred S

Intel® Customer Support

[AlfredoS_Intel]

Hi Jcpark,

Thank you for waiting for our update.

While we were closely checking your concern, we would like to ask if you have already tried connecting the network card on another PCI-E slot to test if the current PCI-E slot is not causing the issue.

We look forward to your reply. Should we not get your reply, we will follow up after three business days.

Best Regards,

Alfred S

Intel Customer Support

[AlfredoS_Intel]

Hi Jcpark,

We are just following up.

It looks like you need more time to carry out the recommendations that we have provided.

We will follow up again after 3 business days. Should we not hear from you, our system may automatically close the thread.

Best Regards,

Alfred S

Intel Customer Support

[JCPark]

Hi, AlfredoS
Thanks for your supporting.

First of all, I should better expain our situation.
We sold the system that combined Dell 5820T, Windows 7 and Intel CT network card over 200.
The problem reports comes one time per about a day from different system.
So, It is very low possibility to occur for each system.
 
Of course, we can test about changing slot. but, I cannot verify in a shot period of time.
We used Dell T5810 in previous version which is not have such as problem during 4 years.
I think it is hard to solve this problem.

The system has Intel PT dual NIC too. but it never occur the problem of network connection.
I think the problem is related to Intel CT NIC and new PC hardware.
So I need some evidence to change another NIC device like Intel I210.

Can you give me the information that possibility of unstable work of Inte CT NIC? (ex. with new hardware, or something else)

Best regards,
JCPark

[AlfredoS_Intel]

Hi Jcpark,

Thank you for your response and for the additional information that you have provided.

Regarding the information about possibility of instability, it is rare to have issues like yours where the adapter seems to be not detected by the system. Our cards were designed to be detected and to be stable in that department, so we are unable to provide any information about instability. We hope for your understanding regarding this one.

To give you ample time to monitor the card after trying our suggestions, we will check back with you after four business days.

Best Regards,

Alfred S

Intel® Customer Support

[JCPark]

Hi AlfredoS

Thank you for reply.

I understand you cannot give me the information about instability.

I have a question about your suggestion.

Is there any technical reason to change PCI-E slot?

Can you recommend the best PCI-E specification to get stability of Network adaptor?

Best regards,

JC Park

[AlfredoS_Intel]

Hi Jcpark,

Thank you for your response.

To answer your question, the reason that we can give you why we are recommending to change PCI-E slot is based on the error that you are getting wherein it is saying that the net adapter has been removed.

To answer your other question to give you the best recommendation, may we know on what PCI-E slot is the card currently connected now?

We look forward to your reply. Should we not get your reply, we will follow up after three business days.

Best Regards,

Alfred S

Intel® Customer Support

[AlfredoS_Intel]

Hi Jcpark,

We are just following up.

It looks like you need more time to carry out the recommendations that we have provided.

We will follow up again after 3 business days. Should we not hear from you, our system may automatically close the thread.

Best Regards,

Alfred S

Intel® Customer Support

[AlfredoS_Intel]

Hi Jcpark, 

We need to close this thread since we have not gotten a response from you: maybe because you are busy or preoccupied at the moment. We know that this is important for you to get it resolved and it is also equally important for us to give you the right solution; as much as we would like to assist you, we need to close it to attend to other customers. We hope for your consideration and understanding on this one.

If you need any additional information, please submit a new question as this thread will no longer being monitored.

Thank you for contacting Intel® and have a great week!

Best Regards,

Alfred S

Intel® Customer Support

[AlfredoS_Intel]

Hi Jcpark,

Thank you for waiting for our update.

You may have seen our post informing you that we will be closing the thread. However, we value that your get, as much as possible, a helpful answer from us, so we reviewed your case.

After reviewing, here are our findings:

1. Have you already tried updating to the latest driver version for your network card?

2. May we know what other troubleshooting and checks have you done so far?

3. Aside from this system, are you experiencing the same issue on other systems?

We look forward to your reply. Should we not get your reply, we will follow up after three business days.

Best Regards,

Alfred S

Intel® Customer Support

[AlfredoS_Intel]

Hi Jcpark,

We are just following up.

It looks like you need more time to provide the information that we asked.

We will follow up again after 3 business days. Should we not hear from you, our system may automatically close the thread.

Best Regards,

Alfred S

Intel Customer Support

[AlfredoS_Intel]

Hi Jcpark, 

We need to close this thread since we have not gotten a response from you: maybe because you are busy or preoccupied at the moment. We know that this is important for you to get it resolved and it is also equally important for us to give you the right solution; as much as we would like to assist you, we need to close it to attend to other customers. We hope for your consideration and understanding on this one.

If you need any additional information, please submit a new question as this thread will no longer being monitored.

Thank you for contacting Intel® and have a great week!

Best Regards,

Alfred S

Intel® Customer Support