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

[masafumi]

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-problem

[Caguicla_Intel]

Hello Masa,

Good day!

We'd like to check if you have read our previous message? If yes, we would highly appreciate if you can share an update with us.

Looking forward to your response.

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

Best regards,

Crisselle Franz

Intel® Customer Support 

[masafumi]

Hi, CrisselleC.

　We sincerely apologize for the delay on this matter.

　I have reviewed the following settings, but the symptom occurs.

　- Power Management Settings: All Disable.

　- Windows Update

　- Intel NIC Driver Reinstall: Updated at SW 25.0

　Has your company made any inquiries to the manufacturer?

　If so, what is the manufacturer?

Thank you and best regards,

[Caguicla_Intel]

Hello Masa,

No problem at all. 

We appreciate your effort in finding time to send us a reply.

We haven't made any inquiries to the manufacturers. Please allow us to further investigate on the issue. We will get back to you within 2-3 business days.

Have a lovely weekend ahead!

Best regards,

Crisselle Franz

Intel® Customer Support 

[Caguicla_Intel]

Hello Masa,

Good day!

Please be informed that we are still looking into this query with our engineers. Rest assured that we will give you an update as soon as there is any but no later than 5 business days.

Hoping for your kind patience. 

Best regards,

Crisselle Franz

Intel® Customer Support 

[Caguicla_Intel]

Hello Masa,

Thank you for the patience on this matter.

We've already heard from our engineering team and here's their feedback:

If this occurs in a closed environment without DNS, we need to have a log in that closed environment that does not use DNS. In addition, can you reproduce the issue when the two systems connected in a back to back scenario?

We look forward to hear from you.

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

Best regards,

Crisselle Franz

Intel® Customer Support

[Caguicla_Intel]

Hello Masa,

Good day!

Please let us know if you have read our previous message and kindly provide the requested additional information.

Awaiting to your response.

In case we don't receive a reply, we'll follow up after 3 business days.

Best regards,

Crisselle Franz

Intel® Customer Support

[masafumi]

Hi, CrisselleC.

 We sincerely apologize for the delay on this matter.

> If this occurs in a closed environment without DNS, we need to have a log in that closed environment that does not use DNS.

> In addition, can you reproduce the issue when the two systems connected in a back to back scenario?

>>> 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.

 Referenced: https://forums.intel.com/s/question/0D70P000006g2YXSAY

Thank you and best regards,

[Caguicla_Intel]

Hello Masa,

Thank you for the reply.

It seems you missed to answer our questions.

Since you have confirmed that this happened on a closed environment, we need to have a log in that closed environment that does not use DNS.

Additionally, can you reproduce the issue when the two systems connected in a back to back scenario?

We hope to hear from you.

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

Best regards,

Crisselle Franz

Intel® Customer Support

[Caguicla_Intel]

Hello Masa,

Good day!

We'd like to check if you have read our previous message. If yes, kindly provide the requested information for us to continue to check on this matter.

Looking forward to your reply.

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

Best regards,

Crisselle Franz

Intel® Customer Support

[Caguicla_Intel]

Hello Masa,

Good day!

Please be informed that we will now close this request since we haven't received any response from our previous follow ups. Just feel free to post a new question if you may have any other inquiry in the future.

Best regards,

Crisselle Franz

Intel® Customer Support

[masafumi]

Hi, CrisselleC.

We sincerely apologize for the delay on this matter.

I don't have work time. Please wait for a 1-week or so for an answer.

Send results after logging.

Thank you and best regards,

[Caguicla_Intel]

Hello Masa,

Thank you for the reply.

Sure, that won't be a problem. We will waiting for your reply and make another follow up after 2 weeks.

Have an amazing weekend!

Best regards,

Crisselle Franz

Intel® Customer Support

[masafumi]

Hi, CrisselleC.

We sincerely apologize for the delay on this matter.windowsOSのイベントログ

> Since you have confirmed that this happened on a closed environment, we need to have a log in that closed environment that does not use DNS.

I attached the log because it was reproduced.

Please refer to Topology.txt for the reproduction environment.

As new information, when the phenomenon occurs, the TTL will be changed from 128 to 53.

Explanation for attachments

* Topology.txt: Test Topology

* SSULog_20200331.txt: Log acquired by SSU.exe

* sytem.evtx: windowsOS event log

* TTL.png: about TTL

* ipv4settting: about IF for IPv4

Thank you and best regards,

[Caguicla_Intel]

Hello Masa,

Good day!

We understand that you were quite busy and we highly appreciate that you were able to find time in sending us reply. Thank you very much for your effort.

Please allow us to continue to work on this issue with our engineers. We will give you an update as soon as possible but no later than 5-7 business days.

Hoping for you kind patience.

Best regards,

Crisselle Franz

Intel® Customer Support

[Caguicla_Intel]

Hello Masa,

Apologies for the delay on this matter.

We'd like to double check if you were able to reproduce the issue with clean Windows OS? This would help us in further investigating the issue.

We hope to hear from you soon.

In case we don't receive a reply, we will follow up after 3 business days.

Best regards,

Crisselle Franz

Intel® Customer Support

[Caguicla_Intel]

Hello Masa,

Good day!

Please let us know if you have read our previous post. If you do, kindly share the requested information for us to further investigate the issue.

Looking forward to hear from you.

We will follow up after 3 business days if we don't receive a reply.

Best regards,

Crisselle Franz

Intel® Customer Support

[masafumi]

Hi, CrisselleC.

We sincerely apologize for the delay on this matter.

I don't know what "clean Windows OS? " means.

The PC we are using was purchased from the manufacturer.

Therefore, the Windows OS is the original one.

Is it the expected answer?

Thank you and best regards,

[Caguicla_Intel]

Hello Masa,

No problem at all.

Apologies if 'clean Windows OS' was not clear. We mean, were you able to reproduce the issue on a fresh/newly installed Windows 10 OS?

Awaiting to hear from you.

We will follow up after 3 business days if we don't receive a reply.

Best regards,

Crisselle Franz

Intel® Customer Support

[Caguicla_Intel]

Hello Masa,

Good day!

Please let us know if the issue was reproducible on a fresh/newly installed Windows 10 OS.

Looking forward to your reply.

We will follow up after 3 business days should there be no response from you.

Best regards,

Crisselle Franz

Intel® Customer Support

[Caguicla_Intel]

Hello Masa,

How are you today? 

Please be informed that we will now close this request since we haven't received any response from our previous follow ups. Just feel free to post a new question if you may have any other inquiry in the future.

May you have a lovely day!

Best regards,

Crisselle Franz

Intel® Customer Support