i350-AM4 Windows freeze

[BenMannell]

Hi there,

I have a SuperMicro AOC-SGP-I4 installed in a Dell Optiplex 7090 running Windows 10 Home.

I believe this card uses an Intel i350-AM4.

I am having system freezes/crashes and I believe I've narrowed it down to these only occurring when the AOC-SGP-I4 card is installed and connected to a switch.

I have tried:

- Completely fresh install of Windows on freshly partitioned harddrive

- Testing the AOC-SGP-I4 card in a second PC, also an Optiplex 7090

- All Windows updates, Dell and manufacturer supplied updates & drivers etc

- The card passes all ProSet hardware test etc

- No Antivirus installed

Is there a firmware update available for this card? 

How do I tell what version of firmware is currently installed?

Any other info I can supply to help troubleshoot this issue?

Thanks,

Ben

Further detail:

I have emailed SuperMicro but haven't had a response yet.

Windows version: Windows 10 Pro
Version: 22H2
OS Build: 15063.608
Intel Proset: 28.2.0.2
Network card: Intel I350-AM4 (SuperMicro AOC-SGP-I4)
Driver version: 12.18.13.0
Driver date: 2022/02/21

There are three symptoms - they occur every few hours or so:

- Most commonly the PC freezes. Mouse and keyboard don't respond. Time doesn't change on taskbar. Remote access to the PC is not possible. Hard reboot is required. The option for saving dump files is enabled in Window, but no log or dump files are created (that I can find at least).

- A couple times I've seen a BSoD "CLOCK_WATCHDOG_TIMEOUT"

- Sometimes Windows stops the AOC-SGP-I4. In Device Manager it reports "Windows has stopped this device because it has reported problems. (Code 43)"

All three of these symptoms occurred on both PCs.

I've tried drivers 12.18.11.1 16/07/2020 and 12.18.13.0 21/02/2022

Both drivers seem to have the same symptoms occurring.

The internal NIC seems to be fine

I've disabled PCIe power management so windows can't power off the device

No symptoms occur if the card is installed in the PC but no network devices are attached to the card. It has been stable for days with nothing connected to it.

The symptoms occur as soon as just one port is connected to a switch.

The Freeze symptom reliably re-occurs directly after every time I run the Wired Driver 28.0 installer from Intel, although the install appears to happen successfully.

This provides driver 12.18.13.0

I've tried installing Wired Driver Release 28.1.1 but that doesn't seem to offer an updated driver for the i350

Same with Release 28.2

Power Management "Allow the computer to power off this device..." is Disabled

WOL options are disabled

This info is reported by Device Manager

Device instance path

PCI\VEN_8086&DEV_1521&SUBSYS_1B1215D9&REV_01\7CC255FFF

Hardware IDs

PCI\VEN_8086&DEV_1521&SUBSYS_1B1215D9&REV_01

PCI\VEN_8086&DEV_1521&SUBSYS_1B1215D9

PCI\VEN_8086&DEV_1521&CC_020000

PCI\VEN_8086&DEV_1521&CC_0200

Compatible IDs

PCI\VEN_8086&DEV_1521&REV_01

PCI\VEN_8086&DEV_1521

PCI\VEN_8086&CC_020000

PCI\VEN_8086&CC_0200

PCI\VEN_8086

PCI\CC_020000&DT_0

PCI\CC_020000

PCI\CC_0200&DT_0

PCI\CC_0200

Status

01802400

DN_HAS_PROBLEM

DN_DISABLE

DN_NT_ENUMERATOR

DN_NT_DRIVER

Problem Code

0000002B

Problem Status

The request is not supported.

C00000BB

Inf section

E1521.10.0.1.19H1

[B_Y]

Hi @BenMannell,

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=91600 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.) May I know if the SuperMicro AOC-SGP-I4 was purchased together as whole system with Dell Optiplex 7090? We need your help to share the markings on front and back of the i350-AM4.

Looking forward to your response.

Best regards,

BY_Intel

Intel Customer Support

[BenMannell]

SSU report, and photos of AOC-SGP-i4 attached. Does this show all the markings you are looking for?

AOC-SGP-i4 was purchased separately.

Thanks,

Ben

[B_Y]

Hi @BenMannell,

Thank you for sharing the information. 

Symptoms like this may due to BIOS/driver bug on motherboard or the NIC itself.

As per checking on the SSU/scan log: 

- System: Microsoft Windows 10 Home 10.0.19045 Build 19045 - the OS build version is not the latest but still recommended to update to latest OS package.

Using a windows ISO image from genuine source such as from Microsoft can prevent any further trouble. 

- Current Optiplex 7090 Bios is quite recent and there is latest Bios and network driver for I350. 

https://www.dell.com/support/home/en-my/product-support/product/optiplex-7090-desktop/drivers

Unfortunately, Intel doesn't have original equipment manufacturer(OEM) firmware of Intel I350-AM4 (SuperMicro AOC-SGP-I4) and the software drivers linked from Intel page are generic versions, and can be used for general purposes. To avoid any potential installation incompatibilities on OEM system, Intel recommends checking with the OEM and use the software provided via system manufacturer.  

May I suggest you contact the support folks for the board manufacturer(Dell) and see if this issue has been seen previously and if there is a preliminary fix available for testing compatibility while waiting respond from SuperMicro.

Best regards,

BY_Intel

Intel Customer Support

[BenMannell]

Thank you for this info and things to try.

I have got a temporary workaround running using multiple USB-Ethernet adapters (!) while I focus on some other higher priority jobs. When I come back to re-look at this issue, I'll update this thread with anything help I find.

[B_Y]

Hi @BenMannell,

We are apologize as unable to resolve this issue immediately and require help from the manufacturer.

May I know if you wish to keep this thread active ?

You can always post a new question if you may have any other inquiry in the future.

Best regards,

BY_Intel

Intel Customer Support

[B_Y]

Hi @BenMannell,

Please be informed that we will now close this request. Just feel free to post a new question if you may have any other inquiry in the future as this thread will no longer be monitored.

Best regards,

BY_Intel

Intel Customer Support