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Question about Intel Ethernet Connection I219-LM and I219-V Reset

Hello, I have a question about Intel Ethernet Connection Reset.

 

Confirmed that communication becomes unstable on a PC using the Intel NIC I219-LM or I219-V.

When the phenomenon occurs, the ID 10400 is output when checking the Windows Event Log.

For this reason, I think the NIC was reset by NDIS.

I want to know why the NIC is reset. Do you have any information?

 

 Situation

 * This happens on multiple PCs.

   - OS: Windows 10 Pro x64 v1809, v1903, v1909

   - NIC: Intel I219-V or I219-LM

 * Reproduction frequency:

   - bad case: Occurs every about 1 minute.

   - good case: Does not occur for more than 24 hours.

 * This no longer occurs on some PCs where the PC has been restarted.

 

 Supportive Info

 * I tried the following but some PCs don't improve

   - Windows Update

   - Update NIC driver (via Windows)

   - Changing NIC settings (Offload, etc.)

   - Disable and enable NIC

   - Changing power settings (Powercfg Off)

 * Related past threads:

   1: https://forums.intel.com/s/question/0D50P00004IyOIVSA3/intelr-ethernet-connection-i219lm-connection-...

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Hello masa,

 

Thank you for posting in Intel Ethernet Communities. 

 

Kindly provide the following information for us to check on your query.

1.) System Support Utility(SSU) log of your system. This will allow us to check your Adapter details and configuration. This would also help us identify if you are using an OEM or retail version of Intel Ethernet Adapter. Kindly refer to the steps below.

a- Go to https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91... and download the software.

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.

2.) What is the brand and model of the motherboard?

3.) If you are using a third party motherboard, have you tried using the driver provided by your manufacturer?

4.) Have you tried using the latest driver version from SW 24.4?

5.) How many systems are affected by this issue?

 

Looking forward to your response.

 

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

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Hello masa,

 

Good day!

 

Please provide the requested information for us to check on your request.

 

Awaiting to your reply.

 

Best regards,

Crisselle C

Intel Customer Support

A Contingent Worker at Intel

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Hi Intel Customer Support.

 

 Sorry for my late reply.

 We will answer to the following.

 

> 1.) System Support Utility(SSU) log of your system.

 I've attached. see AttachedFile\IntelSSU_WAA190178.txt.

 and, The Windows event log (system) of the PC where the problem occurred was also attached.

 so see AttachedFile\system_WAA190178.evtx

 It was obtained on a Japanese OS.

 

> 2.) What is the brand and model of the motherboard?

 C:\Users\Administrator>wmic baseboard get product,Manufacturer,version,serialnumber

 Manufacturer Product SerialNumber             Version

 Dell Inc.    05N31T  /F67FQT2/CNWSC009A8009Y/ A00

 

> 3.) If you are using a third party motherboard, have you tried using the driver provided by your manufacturer?

 Yes, I updated to the latest version, but the phenomenon did not improve.

 

> 4.) Have you tried using the latest driver version from SW 24.4?

 Yes. Updated using "PROWinx64.exe", However, the updated driver version is "12.18.9.10".

 Note that the phenomenon occurs even after the update.

 

 URL: https://downloadcenter.intel.com/ja/download/25016/Intel-Network-Adapter-Driver-for-Windows-10

 

> 5.) How many systems are affected by this issue?

 It has been confirmed that it has occurred in 23 out of 50 units.

 Please refer to AttachedFile\ChkMSEV10400.pdf for the occurrence situation.

 Both seem to occur only when using "Intel NIC".

 

 

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Hello masa,

 

Thank you for providing the requested information.

 

Please allow us to check on this request. 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

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Hello Masa,

 

Good day!

 

While we are checking on this, you may visit the forum link below wherein another user has reported the same issue. You may perform the suggested actions to check if it would make any difference.

https://forums.intel.com/s/question/0D50P00004LqK2u/internet-resets-tried-everything-intelr-ethernet...

 

1.) Disable Power Management from the adapter properties in Device Manager. Un-Check the "Allow the computer to turn off this device to save power"

2.) Modify the MSISupported parameter in the registry section of I219-V. The default value is "1", change it to "0". For more details, please refer to Mark Hanna's post in the community post below:

https://forums.intel.com/s/question/0D50P00004909waSAA/windows-8-with-intel-82566mm-network-card-is-...

 

We look forward to your reply.

 

Best regards,

Crisselle Franz

Intel® Customer Support Technician

A Contingent Worker at Intel

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Hi Intel Customer Support.

Thank you for the information.

> 1.) Disable Power Management from the adapter properties in Device Manager.

>    Un-Check the "Allow the computer to turn off this device to save power"

> 2.) Modify the MSISupported parameter in the registry section of I219-V.

>    The default value is "1", change it to "0".

>    For more details, please refer to Mark Hanna's post in the community post below:

I changed the above settings, but a phenomenon occurred.

 

If this phenomenon does not improve, we will be in great trouble.

Do you have any solutions or other information?

 

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Hello Masa,

 

Thank you for the update.

 

While we are further checking on this, you my also try the newly released SW 24.5 driver version and feel free to update us of the results.

https://downloadcenter.intel.com/download/22283/Intel-Ethernet-Adapter-Complete-Driver-Pack

 

Hoping to hear from you soon.

 

Best regards,

Crisselle Franz

Intel® Customer Support Technician

A Contingent Worker at Intel

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Hi Intel Customer Support.

I applied "SW24.5", but the applied version was the same.

* NIC: Intel(R) Ethernet Connection I219-LM

* Old Version: 12.18.9.10

* New Version: 12.18.9.10

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Hello Masa,

 

Appreciate your update on this matter.

 

Please allow us to continue to check on the issue. Rest assured that we will provide an update as soon as possible but not later than 3 business days.

 

Hoping for your patience.

 

Best regards,

Crisselle Franz

Intel® Customer Support Technician

A Contingent Worker at Intel

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Hello Masa,

 

Apologies for the delay.

 

Kindly provide the additional information below that would help us in further investigating the issue.

 

1.) Based on your observation, is there specific ongoing network activity or application running during the time when the Ethernet connection resets? Is there any specific pattern observed?

2.) Have you tried reporting this issue to your system manufacturer?

 

We look forward to your reply.

 

Best regards,

Crisselle Franz

Intel® Customer Support Technician

A Contingent Worker at Intel

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Hi, CrisselleC.

 

> 1.) Based on your observation, is there specific ongoing network activity or application running during the time when the Ethernet connection resets? Is there any specific pattern observed?

It happens on a variety of PCs, so you don't know what the specific application is.

 

Characteristic pattern:

* I think it tends to occur when the communication load (especially sending) is multiplied.

* When the PC is rebooted, the playback frequency decreases. (recover from symptoms)

* Occurs when using an Intel NIC. (Both wired and wireless)

 

I think it will be easier to reproduce if you do the following.

* Transferring files between PC-A and PC-B for a long time (About 24 hours.)

# I thought it might occur if it was operated for a long time and the communication load was applied.

 

> 2.) Have you tried reporting this issue to your system manufacturer?

No, I haven't inquired.

 

From the following, I think the cause is Intel.

* The symptom is seen with the Intel NIC only.

  * The symptom occurs in multiple manufacturers.

  * The issue does not occur after changing to a USB-NIC in a replay environment.

 

See the attachment for more information.

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Hello Masa,

 

Thank you very much for the detailed reply.

 

We will continue to check on this and get back to you within 1-3 business days.

 

Hoping for your patience.

 

Best regards,

Crisselle Franz

Intel® Customer Support Technician

A Contingent Worker at Intel

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Hello Masa,

 

Good day!

 

Please be informed that we are still checking this request. Rest assured that we will give an update as soon as possible but no later than 3 business days.

 

Best regards,

Crisselle Franz

Intel® Customer Support Technician

A Contingent Worker at Intel

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Hello Masa,

 

We sincerely apologize for the delay on this matter.

 

While we're investigating the issue, we'd like to double check if you have tried contacting the system motherboard for assistance? As the I219-LM and I219-V were integrated to the system, they might have customized drivers and software to enable or alter features on your system. Thus, they are in best position where you can seek assistance so you don’t lose features or customizations of the Ethernet controller.

 

If you already reported this issue to your manufacturer, please share their feedback and request number (if available).

 

We look forward to your reply.

 

In case we don't hear from you, we'll follow up after 3 business days.

 

Best regards,

Crisselle Franz

Intel® Customer Support Technician

A Contingent Worker at Intel

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Hi, CrisselleC.

 

Thank you for your reply.

We have not contacted the manufacturer.

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Hello Masa,

 

Thank you for the prompt reply.

 

Please allow us to continue to check this with our engineers. We will get back to you within 1-3 business days.

 

Hoping for your kind patience.

 

Best regards,

Crisselle Franz

Intel® Customer Support Technician

A Contingent Worker at Intel

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Hello Masa,

 

Thank you for the patience on this matter.

 

Based on the provided event log, prior to event ID 10400 - it shows event ID 1014 (there's problem communicating to the configured DNS server).Also, the connection speed is limited to 100Mbps. With this, we'd like to confirm if the connection speed and DNS configuration on the good and bad case are the same.

 

Please also be informed that SW 25 is now available for download. Kindly let us know if you were able to try this out as well and share the results with us.

https://downloadcenter.intel.com/download/22283/Intel-Ethernet-Adapter-Complete-Driver-Pack?product=...

 

Looking forward to your reply.

 

In case we don't hear from you, we'll follow up after 3 business days.

 

Best regards,

Crisselle Franz

Intel® Customer Support Technician

A Contingent Worker at Intel

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Hi, CrisselleC.

 

> Please also be informed that SW 25 is now available for download.

> Kindly let us know if you were able to try this out as well and share the results with us.

I applied SW 25, but the NIC and NDIS driver versions were not updated.

The version in use is:

 - NDIS(ndis.sys): 10.0.18362.387

 - NIC: 12.18.9.10

 

> Based on the provided event log, prior to event ID 10400 - it shows event ID 1014 (there's problem communicating to the configured DNS server).

> Also, the connection speed is limited to 100Mbps.

> With this, we'd like to confirm if the connection speed and DNS configuration on the good and bad case are the same.

I don't think DNS is relevant.

We have observed a reset event in a closed environment that does not use DNS.

 

Please tell me about the following.

* Does your company reproduce this event?

* Do you have information that can reproduce external (For DNS, LinkSppel, etc.) phenomena?

 

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Hello Masa,

 

Your effort in trying out the latest driver version is highly appreciated.

 

We hope you don't time giving us some time to further investigate the issue. Rest assured that we will get back to you within 2-3 business days.

 

Hoping for your patience.

 

Best regards,

Crisselle Franz

Intel® Customer Support 

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