Intel NUC Laptop M15 USB3 problems

Primetime · ‎07-01-2021

Hi,
I've two LAPBC710, both installed from scratch with a x64 21H1 Windows 10 installation and configured with your driver package. BIOS is v64.

Both are facing massive problems when using a high speed USB3 stick (80-100MB/s). While copying data to the stick the USB connection drops and is being reestablished seconds later. The copy process is aborted. I've tried couple of sticks and both USB3 ports.

It's nearly impossible to make a clean copy. With a USB2 stick everything is fine.

Looks like a power or driver related problem. Is this a known issue?

Best regards
Chris

Primetime · ‎07-02-2021

No one has this issues?

DeividA_Intel · ‎07-02-2021

Hello Primetime,

Thank you for posting on the Intel® communities.

In order to better assist you, please provide the following:

1. Have you updated the BIOS?

2. Have you checked with the manufacturer? Some hardware was manufactured by Intel, but it was assembled and customized by another company.

3. Have you updated the operating system, including optional updates?

4. Is this behavior recent? If so, when did it start?

Best regards,

Deivid A.

Intel Customer Support Technician

Primetime · ‎07-03-2021

Hi Deivid,

1.) Yes, BIOS has been updated to v64 at first.

2.) Device is an orig. Intel Laptop - no customization. Installed is a Samsung PM9A1 1TB SSD.

3.) OS is up to date (21H1, all updates applied).

4.) Behavior is from the beginning.

Should I upload event viewer screenshots?

Best regards,

Chris

Primetime · ‎07-03-2021

Update: Same behavior when I connect the USB3 sticks thru an active USB3 hub. Really strange situation, never had this before.

Primetime · ‎07-05-2021

Hi,

could you please try to reproduce the problem?

I just bought a new Kingston USB 3.2 Gen 1 pen drive and get the same error!

Attached you find the SSU file and some error msg (in German).

Looking forward to hearing from you soon!

Best regards,

Chris

Primetime · ‎07-06-2021

@DeividA_Intel

Deivid, are you talking to me any more?

We now have a couple of barebones with the same behaviour.

The collegues of the product support will raise a ticket, we're an Intel Titanium partner.

Maybe your v64 BIOS is buggy. Please: Check this ASAP!

DeividA_Intel · ‎07-06-2021

Hello Primetime,

I do apologize for the delay in my response,

With the information provided, I will proceed to check the issue internally and post back as soon as I have any details for you.

Best regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎07-07-2021

Hello Primetime,

Based on the research performed, please try the following:

- reinstall USB 3.0 controller

1. Right-click the Start button in Windows 10 and select Device Manager.

2. Next, click Universal Serial Bus controllers to open the window shown directly below.

3. Right-click your USB 3.0 controller and select Uninstall device.

4. Then restart Windows 10, which should automatically reinstall the driver for the USB 3.0 controller.

5. Alternatively, you can click the Scan for hardware changes option in Device Manager to reinstall drivers.

Best regards,

Deivid A.

Intel Customer Support Technician

Primetime · ‎07-07-2021

Hi,

tried this already a couple of times.

One question: Has someone on your side tried to reproduce this with BIOS v64?

All you need is a notebook, an USB3 pen drive and a test tool like H2testw | heise Download

Best regards,

Chris

DeividA_Intel · ‎07-08-2021

Hello Primetime,

In this case, we have not tried to replicate this issue since we have not received any reports for this issue. However, based on the steps performed this looks like a hardware issue.

I recommend you to get in contact with your place of purchase for warranty options, and if you have a partner account with Intel, you can get in contact with us (using your partner account) and check for the requirements for a warranty.

Best regards,

Deivid A.

Intel Customer Support Technician

Primetime · ‎07-10-2021

It isn't an individual hardware failure. We have a couple of devices in the company (Intel Platinium Partner) now and ALL have the SAME problem I've mentioned in detail. All have BIOS 64.
Downgrade for testing possible?

Primetime · ‎07-14-2021

Update:

It isn't depending on the installed SSD, tried a Samsung PM9A1 PCIe 4 and a Micron PCIe 3.
Still errors while writing to USB 3 pen drives.

TechLoki · ‎08-20-2021

Hi Primetime,

Did this ever get resolved? I'm looking at buying this laptop, but I might pass on it if USB3 flash drives have issues.

I'm also curious as to if this problem also occurs when connecting flash drive to USB-C port. I'm assuming this issue will apply equally to USB SSD drives.

Thanks,
TechLoki

lEdge · ‎08-20-2021

I'm just afraid that you have not isolated the problem. And using a bad USB drive.

I hate the 'terra label. Because I think you are using terracopy to format. And maybe the drive is write protected.

From an online search. Because I do that. It appers that you have some kind of a backup setting that's causing the warning to pop up.

From the hardware error. Just look through the Disk Manager for faulty information of that USB flashdrive. Because that's what regular Windows(& windows 10) users like to do.

For the fix of course there's only one thing that comes to mind.

Link and a description. https://docs.microsoft.com/en-us/windows-server/administration/windows-commands/delete-partition

Primetime · ‎11-15-2021

So, Intel admit that there are problems:

https://www.intel.com/content/www/us/en/support/articles/000059969/intel-nuc.html

The solution didn't work, tried it before.

What else can I do with our three M15 laptops which have all the same failure?

Primetime · ‎01-04-2022

Is there a manufacturing date/revision from which on the problem is hardware-based resolved?

Primetime · ‎03-03-2022

No one?