Community
cancel
Showing results for 
Search instead for 
Did you mean: 
CBohd
Beginner
885 Views

Intel Lan Disconnecting

My LAN connection seems to be disconnecting and reconnecting when I boot the computer up, but also periodically under any high-load streaming, causing my connection to buffer and skip frames consistently because of the cycling connection. The issue is localized to the PC, as my Playstation connection (also hard wired to the router) experiences no connection issues. Below I've pasted a few links to my MiniToolbox log, and my EventViewer text. As for the event viewer image, the warnings with "Source: e1rexpress" are all moments where there was a disconnection. It's a newly built computer and it doesn't seem to happen all the time, but when it does there doesn't seem to be a fix other than waiting a day. I've also attached an Intel Support Utility Log. Thanks in advance for any help.

 

MiniTB: https://textuploader.com/1ofap

Event Viewer Txt: https://textuploader.com/1ofaz

Event Viewer Image: https://ibb.co/myPXN33

 

0 Kudos
10 Replies
CrisselleF_C_Intel
Moderator
589 Views

Hello CBohd,

 

Thank you for posting in Intel Ethernet Communities. 

 

Please allow us to check on this. Rest assured that we will provide an update within 1-3 business days.

 

Hoping for your patience.

 

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

CrisselleF_C_Intel
Moderator
589 Views

Hello CBohd,

 

Thank you for the patience on this matter.

 

1.) Based on the SSU log provided, you are using a motherboard from Gigabyte. With this, we'd like to check if you have tried the driver provided by Gigabyte to check if this would help in fixing the issue? As this is an Ethernet controller that's embedded with Gigabyte system, it would be best if you can also get in touch with them for further support since they have customized drivers and software to enable or alter features on your system. They are in best position where you can seek assistance so you don’t lose features or customizations of the Ethernet controller. 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....

2.) We have also managed to check the latest driver for your board dated 2019/6/21 with version 23.5.2. We would suggest to double check this with Gigabyte as this is their website.

https://www.gigabyte.com/Motherboard/X570-AORUS-ELITE-rev-10/support#support-dl-driver-lan

3.) If the disconnection happened during high-load streaming or using the net, try turning off interrupt moderation and offloading engines. And if the disconnection happened during idle time, try disabling ULP mode.

3.) Please share the cable type used. Have you also tried using another system to check if the issue occurred? If not yet, kindly try it out.

 

Looking forward to your response.

 

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

CrisselleF_C_Intel
Moderator
589 Views

Hello CBohd,

 

Good day!

 

We'd like to follow up the requested additional information that would help us in further checking your request.

 

Awaiting to hear an update from you.

 

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

CBohd
Beginner
589 Views

Hello and thank you once again for taking the time to help me. I wanted to see if it improved after updated the drivers and unfortunately it did not. Below are my responses to your queries:

 

1) Updated the driver

2) Updated the driver

3) I disabled interupt moderation which seemed to help a bit. I'm not sure what offloading engines are and I cannot find ULP mode. Here are my options in my Intel Lan software (unfortunately it won't let me show them all) https://ibb.co/0D4KrjW

4) I have tried to move the cable and also changed the cable, it is a CAT6.

 

As of tonight, I tried to run 10 minute a stream and here are the results: https://ibb.co/QX3CGsT

As you can see, I can achieve the 6mps upload for the majority of the stream. However for whatever reason (I don't think it's a LAN disconnect anymore, it's something else) I get these interruptions which affect ~5-10% of the duration. I have isolated the hardware so that when I am running these tests this is the only system pulling upload bandwidth.

 

Any further help would be greatly appreciated.

CrisselleF_C_Intel
Moderator
589 Views

Hello CBohd,

 

You are welcome, we will always be glad to be of help.

 

1.) You may try disabling the IPv4 Checksum Offload, Large Send Offload

and TCP Checksum Offload to check if this helps in fixing the issue.

2.) Good to hear that the LAN doesn't disconnect anymore. However, you mentioned that you encounter interruptions. With this, can you confirm if the interruptions occurs during idle time or during high-load streaming?

 

Looking forward to your reply.

 

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

CBohd
Beginner
589 Views

Thank you for your answer Crisselle. This has certainly been a frustrating issue. Although at this point I have to assume it's my ISP (which they are denying). It seems depending on the day I can either can a solid connection or one that drops every 30 seconds, and there's no explanation as to why. As you can see below, Sunday I had a consistent connection at the 6 MBPS I use to stream, while Monday the upload consistently dropped off. I have 600 down and 20 upload so the issue is related to connection health and not that I'm hitting my down/up limits. Thanks for your help!

 

Sunday (good) upload chart: https://ibb.co/J3BVGSb

Monday (bad) upload chart: https://ibb.co/QKM93CD

 

CrisselleF_C_Intel
Moderator
589 Views

Hello CBohd,

 

You are welcome.

 

Since you mentioned that you assume that this is an issue with your ISP, we would suggest to continue to work with them to check what could be the cause of the issue.

 

If you have another system that you can test, you may try to do it so to further isolate the issue.

 

Let us know if you have additional questions and clarifications on this request.

 

Looking forward to your response.

 

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

589 Views

Hi CBohd,

 

1. May we know the outcome of the investigation with your ISP regarding with your issue?

2. Check if you can use another LAN connection on the same ISP to further isolate the issue such as usage of USB LAN

3. For the power mode, can you try to disable the "Allow the computer to turn off this device to save power" from the "Power Management" tab of the I211 Ethernet Connection in Device Manager

4. Try disabling the "EEELinkAdvertisement: Energy Efficient Ethernet" of the I211 Ethernet connection from the Adapter settings in Adapter Configuration Utility.

 

Please let me know if you have other questions.

 

Sincerely,

 

Carlos S.

Intel Customer Support

A Contingent Worker at Intel

589 Views

Hi Calvin,

 

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

 

Best Regards,

 

Carlos S.

Intel Customer Support

A Contingent Worker at Intel

589 Views

Greetings Calvin,

 

We still haven’t receive your response from our previous message. We will now proceed in closing this case. Please do not hesitate to contact us back should you require further assistance for the different issue.

 

Best Regards,

 

Carlos S.

Intel Customer Support

A Contingent Worker at Intel