NUC 11 - KVM IP not reachable after sleep or hibernate

[tkin-tel]

Hi,

I am running a NUC 11. KVM feature works fine so far, but when the system (Windows 10) goes into sleep mode or hibernate, KVM stops working. I can't ping the IP of the KVM anymore.

This happens only in 30% of the cases. I can't find a specific reason why it fails.

In this case I have to remove the system from power to get KVM running again.

This happens in modern sleep and in the "old" sleep mode (set by windows in registry).

From my point of view it looks a like a firmware bug.

Regards

Tk

[DeividA_Intel]

Hello tkin-tel, 

Thank you for posting on the Intel® communities.   

I would like to let you know that our systems are not meant to work with adapter (or variations of them) and their use can cause unexpected issues like yours.

However, the community can provide you some assistance and give tips that can help you with the behavior of your system. Please keep in mind that this thread will no longer be monitored by Intel.  

Regards,  

Deivid A.  

Intel Customer Support Technician  

[tkin-tel]

Hi Deivid,

perhaps I wasn't exact enough, but I was talking about "KVM over IP with vpro AMT".

So, I can't ping the vpro AMT IP adress approx. every third time after sleep/hibernate. The network adapter from NUC just fails for no reason. So, there no extra adapter or so.

Any ideas?
Regards

Torsten

[DeividA_Intel]

Hello tkin-tel, 

I do apologize for the misunderstanding, in order to help you with the problem I would appreciate it if you try the following:

1. Update BIOS.

2. Update operating system, including optional updates.

3. Update all your drivers.

Once you have performed the previous steps, please provide the following:

1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.  

· Download the Intel® SSU and save the application on your computer:  https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-

· Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".  

· To save your scan, click Next and click Save.  

2. Can you take screenshots/pictures of the issue?

3. Can you provide more details of the problem? Ex: when did the issue start? troubleshooting steps performed, it was working before, etc.

Regards,  

Deivid A. 

Intel Customer Support Technician 

[DeividA_Intel]

Hello tkin-tel, 

Thank you for the information provided

I will proceed to check the issue internally and post back soon with more details. 

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[lEdge]

You're either a terrible programmer or just tired of slipping through the boost.
It's the same issue as with any network adapter that is related to make-to windows drivers. You're not initializing the programs in the correct order. You can study information just from making the good keywords on the internet for shell command labels. That's how they turn it around at the social.msdn.microsoft.com
You're probably better of using a different OS. Of course I don't want to harbour away KVM services.

[tkin-tel]

@lEdge  I assume that you are an absolute expert - in whatever - and know your way around. Unfortunately, you probably haven't heard of KVM over IP and vpro, which has worked for many years completely independent of any OS, initialisation orders, network adapters or shell commands. The following link should help you understand the background: https://www.intel.com/content/www/us/en/business/enterprise-computers/kvm-over-ip.html

[lEdge]

@tkin-tel also when was the last time you used performance monitor for testing logs and device power?

[lEdge]

I already forgot how frustrated I am. And the only time I get to spend time thinking is in the shower.

You don't really understand the vPro platform. You have to give more thoughts to the hypervisor and HyperV technology. The only solution I can think of is Bridging the real connection to the virtual connection. And if you say there is no true OS concern. It just sounds like you are fully prepared to create the virtual connection with the features you have available. Since unanimous decision says that HyperV machine technology is not even supposed nor supports Hibernate or Sleep. This is how the service on the server end is hived. And just from server safe list that can be restarted manually.

[lEdge]

Hold on a minute. The screen was a little shaky from humpy. Right now I'm reading you are not connecting to KVM.

[lEdge]

Okay. Well for the SSU report you should at least post network scan. So it would be easier to figure out network adapters and if your running virtual adapters. I don't remember if you can scan for services. But that would be fine.
If not intel SSU. At least event viewer log for services.

[Ronny_G_Intel]

Hi tkin-tel,

I see that you have a NUC11TNHv5 running the latest BIOS (version 0054) and that you are using the KVM IP feature provided by vPRO.

Are you using Intel® Manageability Commander or any other AMT/vPro type of application? I need the details on how you are accessing these systems?

Also, you mentioned that this issue is happening in 30% of the cases? Do you mean that in 30% of the attempts the systems are unresponsive or that 30% of the systems are exhibiting this behavior? How many systems are affected by this situation?

One more question, is the BIOS set to UEFI? Do you see the same behavior? I checked the SSU and it appears to be in "Legacy mode".

Regards,

Ronny G

[lEdge]

It's not 30%. What that person is saying that this is happening every respective token turn. It means every continued 3rd time. AiS

[tkin-tel]

Hi Ronny G,

I am using mainly Intel Manageability Commander, but also sometimes the old VNCviewer Plus (which still works :)).

But the problem occured before using VNCviewer. So, it is not related to it.

The system goes normally to sleep/hibernate automatically or by command. But it happend also when going to sleep manually.

Yes, it happens in 30% of the cases going to sleep/hibernate. Currently, I bought only one system to evaluate the system. 

I tried UEFI first, than I switched Legacy mode to find the root cause - and always with new OS installations. But always the same issues.

I am using vpro since many year on older mainboards. I can't remember that I had this kind of problem (but other problems which where fixed in updates ;).

Best regards

Torsten

[Ronny_G_Intel]

Hi tkin-tel and lEdge,

Thanks for the additional information, let me work on it and I will get back to you as soon as possible.

Regards,

Ronny G

[Ronny_G_Intel]

Hi @tkin-tel and @lEdge 

I just got an update regarding this report. The issue was replicated internally and we are working on including a fix in the next BIOS release, I cant provide you with an estimated date since we are working on a BIOS debugging version first before it turns into production version. 

I will keep updated.

Regards,

Ronny G

[tkin-tel]

THANKS! Great. Sounds good. 

Cheers

Torsten

[DeividA_Intel]

Hello tkin-tel,

In order to continue further, I ask you for some information via email (to the e-mail address associated with your community profile).

Regards,  

Deivid A.  

Intel Customer Support Technician  

[DeividA_Intel]

Hello tkin-tel,  

Were you able to check the email sent and get the information requested? Please let me know if you need more assistance.   

Regards,  

Deivid A.  

Intel Customer Support Technician  

[DeividA_Intel]

Hello ufitbs67, 

We have not heard back from you, so we will close this inquiry. If you need further assistance or if you have additional questions, please create a new thread and we will gladly assist you.  

Regards,  

Deivid A.  

Intel Customer Support Technician