x710 network link is disconnected issue

[KenM]

Hello,
We have a customer receiving multiple network link disconnects. These are visible in the Windows System log as "x710 network link is disconnected" following a few seconds later with a similar x710 network link has been established. Sometimes  the seconds can also be minutes

Our customer is using:

-Intel(R) Ethernet Converged Network Adapter X710-T

with:

-Firmware 9.32(9.20)

-Driver 1.17.88.0

[B_Y]

Hello @KenM,

Thank you for posting in Intel Ethernet Communities. 

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

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.) When the issue started happening

3.) Any software or hardware changes happened recently?

Looking forward to your response.

Best regards,

BY_Intel

Intel Customer Support

[KenM]

Hello,

Please find the attach SSU output from our lab machine. It should be running the latest driver and firmware versions. We are unable to reproduce the problem on this machine though. Our customers are running older versions of these but we want to be sure we have fixed this issue. Are you able to tell us if this issue was fixed in latest driver and firmware versions? It is not obvious to us from reading the release notes

I am unable to get the SSU output from the customer for a few days because it's being used in production. I believe they are running the real Intel (not OEM) drivers and firmware. I did attach a screenshot recently with of what I saw in device manager. and command prompts at the customers

Thanks,

Ken

[B_Y]

Hello @KenM,

Thank you for sharing this information.

Based on your log, it is an Asus motherboard and retail Intel® Ethernet Network Adapter X710-T4L and has latest NVM firmware Version : 9.20 and driver: 1.17.88.0. Unfortunately, I wasn't able to identify the model of your system.

Please share with us the model of your customer's system.

May I know if the customer is using same configuration with X710-T4L and Intel(R) Ethernet Controller X550 as your system in lab?

a) If situation in relate to software changes, reinstallation or update the driver or/and NVM firmware may resolve the issue related to corrupted driver.

b) The customer may also test if similar issue happens on other system on same, different or direct on switch/network port to isolate the issue. Try to test the wifi too.

c) You may advise the customer to disable following options at device manage to test:

- Energy Efficient Ethernet (EEE) to "Off"

- Speed & duplex to "Auto negotiation"

- Large Send Offload V2 (IPv4): "Disabled"

- Large Send Offload V2 (IPv6): "Disabled"

- TCP Checksum Offload (IPv4): "Disabled"

- TCP Checksum Offload (IPv6): "Disabled"

- UDP Checksum Offload (IPv4): "Disabled"

- UDP Checksum Offload (IPv6): "Disabled"

 d) Can you please share with us the following from the customer's system:

1. Memory dump after the issue reproduced (see instruction below)

2. Collect event viewer log (see instruction below)

3. What is the link partner (switch/mode,/router) being used (company and model), it might be that the issue related to interoperability with specific devices.

After the above information is collected, our next step will be to collect a driver log during the failure. Instructions on how to do this will be forthcoming.

Memory dump:

https://learn.microsoft.com/en-us/troubleshoot/windows-client/performance/generate-a-kernel-or-complete-crash-dump

- Follow the manually generate memory dump file 

- After restart MEMORY.DMP will be found in C:\Windows\memory.dmp

Event viewer: In event viewer choose Windows Logs > System > Save All Event As and save the file

Thank you very much for your help.

Best regards,

BY_Intel

Intel Customer Support

[KenM]

Hello,

- So we are using a custom computer solution from Proactive Technologies.  I am trying to get you some model number from my team. 

- Customer is using a combination of these two switches: Netgear XS512EM and XS724EM 

- Attached a copy of the Windows System log of a time when the issue occurred at customer.

[B_Y]

Hello @KenM,

Thank you for the log

Based on the log, there are a few Event ID / Type: 27 indicated Intel(R) Ethernet Converged Network Adapter X710-T - Network link is disconnected. It may indicates software/settings issue.

- You can do clean driver installation here

https://www.intel.com/content/www/us/en/support/articles/000058304/ethernet-products.html

And install new driver from here: 

https://www.intel.com/content/www/us/en/download/15084/intel-ethernet-adapter-complete-driver-pack.html

We need your extensive help to verify this:

- customer's SSU Log, this will allow us to check the Adapter details and configuration.

- please let us know any of suggestion above on settings work or doesn't work

Best regards,

BY_Intel

Intel Customer Support

[KenM]

Thanks! I am still trying to get the customer SSU information. Hopefully later today.

 I missed answering your other question, yes our lab setup should be the same configuration as the customer. The only difference is that our lab has updated drivers and firmware only

Our machine model numbers are: PT-5521-PB and PT-5521-DFE.

Did you need more information about the motherboard's?

[B_Y]

Hello @KenM,

Please give a try and update with the latest driver as advised earlier.

May I know if the X710-T4L is purchase together with Asus system, may I also know the motherboard model?

Best regards,

BY_Intel

Intel Customer Support

[KenM]

Yes we bought the Intel X710-T along with the Asus motherboard

The Asus motherboard model is: "WS X299 SAGE/10G"

Our customer configuration should be the same as our lab. The difference is our lab is at the latest versions and customer is at the previously stated older levels.

[B_Y]

Hello @KenM,

It's best to check with the manufacturer as 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. Please let us know whether all the suggestion actions were successful in resolving the client's problem.

Looking forward to hearing from you.

Best regards,

BY_Intel

Intel Customer Support

[B_Y]

Hello @KenM,

I hope this message finds you well. I am just sending a follow up if you have any questions from the previous post. If so, please let us know. Thank you.

Best regards,

BY_Intel

Intel Customer Support

[KenM]

Hello again,

I was finally able to get the SSU files from our customer and here are two of them

Thanks,

Ken

[B_Y]

Hello @KenM,

We appreciate your efforts in providing these 2 logs.

Also, notice these 2 logs are for 2 different systems with outdated driver version. Please let me know if you tried every idea made in this topic to see if it fixed the problem?

To add to the resolution here, please also update the firmware accordingly:

https://www.intel.com/content/www/us/en/download/18634/non-volatile-memory-nvm-update-utility-for-intel-ethernet-adapters-700-series-windows.html?wapkw=X710-T4

Important notes: It’s recommended for customer to update driver through the device manager instead of using exe file.

Best regards,

BY_Intel

Intel Customer Support

[B_Y]

Hello @KenM,

Regarding your case number 05933924, we are following up to find out if you were able to complete the actions we previously recommended.

Please reply to this thread to confirm, so we can continue helping on a resolution. Looking forward to receiving your reply!

Best regards,

BY_Intel

Intel Customer Support

[KenM]

Hello,

Not as of yet. We are planning on updating our first customer's firmware and drivers on 8/28. If they still have issues, we are then planning on using the settings you suggested. I will keep you posted! 

Thanks again,

Ken

[B_Y]

Hello @KenM,

Thank you for the update. In case we do not hear from you, I will make a follow up on August 29th 2023 . Thank you.

Best regards,

BY_Intel

Intel Customer Support

[B_Y]

Hi @KenM,

I hope this message finds you well. I am just sending a follow up if you have any questions from the previous post. If so, please let us know. Thank you.

Best regards,

BY_Intel

Intel Customer Support

[KenM]

Hello again,

So we successfully updated all of the X710-T drivers and firmware on 5 computer yesterday along with the 2 network switch firmware. We will be monitoring the socket drops closely as the customer goes back into production. 

Thanks,

Ken

[B_Y]

Hi @KenM,

We appreciate you telling us. For the next three days, we might keep an eye on this problem.

If the problem still exists, please reply to this thread and include the machine's SSU log, memory dump, and event viewer log (as directed by earlier comments).

In case we do not hear from you, I will make a follow up on next Monday September 4th 2023 . Thank you.

Best regards,

BY_Intel

Intel Customer Support

[B_Y]

Hi @KenM,

I hope this message finds you well. I am just sending a follow up if everything has resolve accordingly with the help from your side. If so, please let us know. Thank you.

Best regards,

BY_Intel

Intel Customer Support

[B_Y]

Hi @KenM,

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 as this thread will no longer be monitored.

Best regards,

BY_Intel

Intel Customer Support