NUC11 PCIe ASPM still broken

[GenuineJakob]

Dear Intel,

https://community.intel.com/t5/Intel-NUCs/NUC11PAHi5-freezes-randomly/td-p/1370360

is still an issue. I reported this issue in Juli to Adata thinking it was their drives.

If you enable "PCIe ASPM Support" and "Native ACPI OS PCIe Support" in BIOS the IO operations will randomly freeze every 5-8 seconds if you use a NVMe SSDs.

I tested this with three different 11TNKv5 and three different Adata 840 drives.

Others in the threat I mentioned above have Samsung and Kingston SSDs.

Currently running BIOS 0069, but I had this issue also in 0062 and 0064.

As others already reported, this is OS independent, happens in Linux and Windows.

[Alberto_R_Intel]

GenuineJakob, Thank you for posting in the Intel® Communities Support.

In reference to this scenario, since the Intel® NUC has already the latest BIOS version 0069 installed, we will do further research on this matter to confirm all the details that you are requesting. For us to be able to do that, we just wanted to verify:

Did you install all the possible firmware updates available for the NVMe SSDs provided by their manufacturer?

What is the specific model of the NVMe SSDs?

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[GenuineJakob]

Hi,

Model: ADATA LEGEND 840

Firmware version: 1.2.3.P (newest)

the SSD works fine in my NUC7 with PCIe ASPM enabled.

Kind regards,

Jakob

[Alberto_R_Intel]

Hi GenuineJakob, Thank you very much for providing that information.

We will now do further research on this matter. As soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello GenuineJakob, I just received an update on this matter.

After reviewing the case, it is important to mention that these technologies are not supported on all devices. So, based on that, what we recommend will be to get in contact directly with ADATA and ensure with them that these technologies are supported. If they do, please provide any documentation that confirms those details so we can further assist you with this matter.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello GenuineJakob, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[GenuineJakob]

Hi Alberto_R_Intel,

I contacted Adata, explained the issue and asked if their drives support / are compatible with "PCIe ASPM Support" and "Native ACPI OS PCIe Support". Unfortunately, there seems to be a language barrier because I can't speak Chinese. Their answer was off topic and not helpful.

As you can read in the old threat, others had Samsung and Kingston SSDs. I can't tell if those were compliant with ASPM protocols.

Maybe you can try to investigate without Adata's statement on support, if not this issue can be closed.

Kind regards,

Jakob

[Alberto_R_Intel]

Hi GenuineJakob, Thank you very much for letting us know those aspects.

Sure, I will check if there is something else that we can do on this matter. As soon as I get more details, I will post all of them on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[GenuineJakob]

Adata confirming PCIe ASPM support

[Alberto_R_Intel]

GenuineJakob, Thank you very much for sharing the picture.

We will continue with our research on this topic. I will post all the details on this thread as soon as they become available.

Regards,

Albert R.

Intel Customer Support Technician

[Ronny_G_Intel]

Hi crei,

We are still investigating this issue I wanted to ask you if you can provide us with a copy of your Windows Event Log, we would like to check on possible errors reported.

Thanks,

Ronny G

[GenuineJakob]

Hi, attached are all event logs and the one that is created during a freeze.

stornvme --> Reset to device, \Device\RaidPort1, was issued.

System hangs; disk shows 100% activity in task manager; it takes five - eight seconds; everything works again and the reset occurs in log.

By the way, this community forum doesn't allow the upload of .evtx

[GenuineJakob]

Any update?

[Alberto_R_Intel · Accepted solution]

Hello GenuineJakob, Thank you for your patience. I just received an update on this matter.

While we continue working on this topic, we just wanted to let you know that we tried to replicate the issue on a couple of systems and have not seen a BIOS freeze.

Based on that, we just wanted to check, if it is possible for you to get the BIOS settings exported from your system?

If there are any specific steps that you follow that result in the failure?

If it is a full system freeze, or more like an app freeze?

Regards,

Albert R.

Intel Customer Support Technician

[GenuineJakob]

Hi, it's fixed now. Not sure if it was a Windows or a driver update that patched it, but the freezes are gone.

The issue was not noticeable in BIOS, the freezes occurred in Windows 10/11.

[AndrewG_Intel]

Hello GenuineJakob

Thank you for your response.

We are glad to know that this is fixed now and we appreciate the feedback. Just in case, please allow us to look into this and we'll be posting back as soon as possible.

Best regards,

Andrew G.

Intel Customer Support Technician

[GenuineJakob]

Hi,

I am sorry but the issue isn't fixed, it is less noticeable than before. There is no spinning beach ball any more, but the system keeps getting unresponsive and sending raid controller reset commands.

As I wrote before, this is only noticeable in Windows, not in the BIOS. Other operating systems can be affected as well but I didn't try any.

In my attached video you can hear multiple mouse clicks between 0:01 and 0:04, those were right clicks but no context menu opens up. Although the screen is moving and the system seems responsive, any IO operation is blocked due to some driver issue. This only happens when "PCIe ASPM Support" and "Native ACPI OS PCIe Support" is enabled in BIOS.

Everything after 0:04 is me trying to trigger another reset and showing the event manager entry.

Steps to reproduce my issue:

• Take a NUC11TNKv5
• Install a Adata Legend 840 NVMe SSD
• Disable "PCIe ASPM Support" and "Native ACPI OS PCIe Support" in BIOS (for the sake of install time)
• Install Windows 10 or Windows 11
• Enable "PCIe ASPM Support" and "Native ACPI OS PCIe Support" in BIOS
• Use the operating system, open up Webbrowser, File Explorer, Right click
• Open up event viewer and keep looking for storenvme

Kind regards,

Jakob

[AndrewG_Intel]

Hello GenuineJakob

Thank you for your response.

We appreciate the information about the reproduction steps and the video. In addition to that information, could you please also get the BIOS settings exported from your system to a file and provide it to us?

To export the BIOS settings, please follow the instructions in this article: Guide to exporting Intel NUC BIOS settings in Windows*.

We will be looking forward to hearing back from you.

Best regards,

Andrew G.

Intel Customer Support Technician

[GenuineJakob]

Hi, attached are the required bios settings.

[AndrewG_Intel]

Hello GenuineJakob

Thank you for your response and for the reports.

We will review this further and post back in the thread once more details are available.

Best regards,

Andrew G.

Intel Customer Support Technician

[Jean_Intel]

Hello GenuineJakob,

Thanks for waiting for a response.

We have tried to replicate using the same Drive and after multiple iterations of attempting to replicate this issue, we didn't succeed. We have tried setting up a similar system with the same memory capacity, same ADATA drive, Windows 10 and Windows 11 (Both fresh installs and fully updated) with the same BIOS version, and the same BIOS settings as you. The only time we see a small pause as you showed us is when something is being installed in the background (like from the MS Store and you don't realize until you see the little toast notification that something was just installed). Otherwise, all is clean in terms of freezing.

We do see the stornvme reset calls in the BIOS, and these are likely related to the temp pauses the user is seeing (maybe more noticeable on some systems than others). Our understanding is that this is the Microsoft Miniport driver for NVMe drives, so related to the OS and not the NUC.

We see many posts of issues that sound similar to potential solutions: https://appuals.com/fix-reset-to-device-deviceraidport0-was-issued/

We also tested the same ADATA drive in another system (Gigabyte H370N) and saw some pauses and stornvme reset calls in the event manager.

So, in summary, we don't believe it is necessarily related directly to the NUC, at least it cannot be replicated. You may want to check out the link we provided above, but don't feel there is more that we can do at our end. 

Best regards, 

Jean O.  

Intel Customer Support Technician