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Beginner
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Intel(R) Gigabit 4P I350-t Adapter: "The miniport has detected an internal error" (Event ID 10317)

Dears, we have 25 identical servers with identical setup (hardware and software) with an "Intel(R) Gigabit 4P I350-t Adapter". (And even more servers with this NIC board but not exactly this setup)

During operation, on 3 of them at least, from time to time (once a week aprox.) we suffer a sudden loss of ethernet connectivity. Checking the event viewer in Windows, it says "Miniport Intel(R) Gigabit 4P I350-t Adapter #4, {702a4d1d-9b1d-4d1e-88bf-3a23cd1a1a75}, had event Fatal error: The miniport has detected an internal error"

We have updated to the latest intel drivers (12.16.3.1) and we could reproduce the issue.

Could you please provide more information on what the hell can trigger this crash? Whatever hint would be valuable to us since we are in a dead end now with customers complaining for obvious reasons. 

Can it be a temperature issue? Some bug on the driver? Some power issue? Something our software stack could be triggering on the server?

Please, ANY further technical detail on the meaning of this error would be very valuable to us. Thanks.

PS: Please, find attached the XML from the Windows Event Log Viewer

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11 Replies
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Moderator
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Hi Ignasi,

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.  We know the importance of having your issue resolved and we will do our best to achieve that.

Please provide the following information to better assess the issue that you are having. Thank you for giving us a copy of the event logs.

1. Was these cards working fine before? If yes, has your client made recent changes to the system that could have triggered the issue? For example, Windows updates, software and server firmware updates, new software installed, or new hardware installed, etc.

2. 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.

3. Is your client using Intel Servers?

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


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Beginner
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Hi Alfred, thanks for your prompt answer.

Please find attached the report file generated by SSU.

About your specific questions:

Q: 1. Was these cards working fine before?    

A: We are not sure. Those servers have been down during all the COVID lockdown thing. What puzzles us is that only 2 or 3 servers seem to be affected although they should have exactly the same hardware, OS and software stack. We control the exact OS, drivers, windows updates, etc. and they should all be the same. 

We don't know if in fact there is a difference, or that this problem will eventually reproduce in all our other installations. 

 

Q: 3. Is your client using Intel Servers?

A: No, they are Dell's.

 

Thanks for your help. Again, anything you could tell us about potential causes could be of great help.

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Hello Ignasi,


Thank you for the prompt reply.


Based on the Part number of the adapter (H81148-005), your client is using Dell OEM version of Intel Ethernet adapter. Before we further check on this, can you share if you have tried raising this issue to Dell since you also mentioned that the servers are also from Dell? For OEM Ethernet adapter, it would be best if you can also get in touch with them for further assistance since they might have customized drivers and software to enable or alter features on your adapter. They are in best position where you can seek assistance so you don’t lose features or customizations of the Ethernet adapter. If yes, please share their feedback with us. 


Let us know if you have additional questions and clarifications.


Awaiting to hear from you.


Should there be no response, we will follow up after 3 business days.


Best Regards,

Crisselle C

Intel® Customer Support


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Beginner
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Hi Crisselle, thanks for your help.

We have not yet contacted Dell w.r.t. this issue, but I'm afraid they will surely tell us to talk to intel ;). Indeed Dell is building those servers just for our product based on the specs we asked them and it was us telling them to use this specific NIC board.

Anyway: they are not using ANY custom software or driver for the boards. Indeed we just installed the latest intel official driver and the whole OS image has been provided from us to Dell, so there isn't a single piece of Dell software on that servers (besides their custom BIOS obviously).

Anyhow, I will open the discussion right away with them, but in the meantime since the bomb is ticking and we are running out of time for solving this to our customers, could we please continue trying to analyse the logs from SSU we provided? Again, ANY hint could tell us were to look. All we could guess is that this event is triggered by your driver calling the NdisMRemoveMiniport function from Windows API but I have no clue on why is it doing so.

In addition, we just collected Windows Event logs from hundreds of servers from our customers and we saw this issue a total of 19 times since 2016 in 9 different servers. This gives me more evidence that it's probably an undiscovered hardware or driver bug in this NIC which we had the bad luck to trigger and that for some reason I can't figure out is happening often in just a very few set of those servers.

We would be more than happy to work closely with your developers to squish this potential bug.

Thank you very much in advance.

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Moderator
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Hi Ignasi,

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


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Moderator
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Hi Ignasi,

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 


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Moderator
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Hi Ignasi,

Thank you for waiting for our update.

We are currently also checking on your concern, while checking we came up with this questions, that we need your input on. Please answer the following questions:

1. Since the ethernet card is of the Dell OEM Variety, had you already tried using the driver from the Dell website, and upgrading the firmware of it, as listed on the Dell’s support site, https://www.dell.com/support/home/en-ph/product-support/product/precision-5820-workstation/drivers.

2. We noticed that you have Hyper V or virtual network adapters. Does the issue happen locally outside of the virtual environments?


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


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Beginner
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Hi Alfred,

Thank you very much for caring. With respect 1, we did tests upgrading to the latest driver from intel directly but it's true we didn't test Dell bundle's. We'll do it asap once the problem shows up again in some server.

With respect to 2) it's true we have a VM running there, but the affected network adapters are not used at all in the virtual environment. Unfortunately I can't remove that VMs for testing as our product needs it for working.

Thanks,

Ignasi

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Moderator
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Hi Ignasi,

Thank you for your response and for considering our suggestion.

We will wait for your update if you get any improvements after trying the Dell released driver.

To give you ample time since the issue may re-occur after some time, we will wait for your update after 5 business days.


Best Regards,

Alfred S

Intel® Customer Support


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Moderator
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Hi Ignasi,

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


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Moderator
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Hi Ignasi, 

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




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