NUC11PAHi5 ata exceptions

[jim247]

I have a NUC11TNHi5 running Ubuntu 20.04 with kernel 5.4.0-92-generic.  A Seagate FireCuda ST2000LX001-1RG174 hard drive is installed.  I regularly get the following exception in the kernel ring buffer:

[133620.939813] ata1.00: exception Emask 0x10 SAct 0x780 SErr 0x400100 action 0x6 frozen
[133620.941434] ata1.00: irq_stat 0x08000000, interface fatal error
[133620.942971] ata1: SError: { UnrecovData Handshk }
[133620.945072] ata1.00: failed command: WRITE FPDMA QUEUED
[133620.946281] ata1.00: cmd 61/00:38:00:48:ff/0a:00:28:00:00/40 tag 7 ncq dma 1310720 ou
                         res 40/00:50:00:66:ff/00:00:28:00:00/40 Emask 0x10 (ATA bus error)
[133620.948332] ata1.00: status: { DRDY }
[133620.949259] ata1.00: failed command: WRITE FPDMA QUEUED
[133620.950170] ata1.00: cmd 61/00:40:00:52:ff/0a:00:28:00:00/40 tag 8 ncq dma 1310720 ou
                         res 40/00:50:00:66:ff/00:00:28:00:00/40 Emask 0x10 (ATA bus error)
[133620.952054] ata1.00: status: { DRDY }
[133620.952970] ata1.00: failed command: WRITE FPDMA QUEUED
[133620.953871] ata1.00: cmd 61/00:48:00:5c:ff/0a:00:28:00:00/40 tag 9 ncq dma 1310720 ou
                         res 40/00:50:00:66:ff/00:00:28:00:00/40 Emask 0x10 (ATA bus error)
[133620.955689] ata1.00: status: { DRDY }
[133620.956601] ata1.00: failed command: WRITE FPDMA QUEUED
[133620.957488] ata1.00: cmd 61/00:50:00:66:ff/0a:00:28:00:00/40 tag 10 ncq dma 1310720 ou
                         res 40/00:50:00:66:ff/00:00:28:00:00/40 Emask 0x10 (ATA bus error)
[133620.959293] ata1.00: status: { DRDY }
[133620.960404] ata1: hard resetting link
[133621.335756] ata1: SATA link up 1.5 Gbps (SStatus 113 SControl 310)
[133622.647465] ata1.00: configured for UDMA/33
[133622.647490] ata1: EH complete

What can I do to resolve these exceptions?  Thanks!

[Alberto_R_Intel]

jim247, Thank you for posting in the Intel® Communities Support.

In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

Is this a new Intel® NUC?

When did you purchase it?

Were you seeing those exceptions before on this same machine while using Ubuntu?

When did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/download/18895/26735/intel-system-support-utility-for-the-linux-operating-system.html?

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[jim247]

Thanks for your quick reply.  Here is the info:

Is this a new Intel® NUC?  Yes.

When did you purchase it? 12/6/21

Were you seeing those exceptions before on this same machine while using Ubuntu? Yes.

When did the issue start? As soon as I booted up the NUC for the first time.

Did you make any recent hardware/software changes that might cause this problem? No.

Does the problem happen at home or in the work environment? Home.

[Alberto_R_Intel]

jim247, You are very welcome, thank you very much for providing that information.

In this case, it is important to mention that Intel® has not validated Customer-Reported Linux distributions. We recommend you use the latest kernel:

https://compatibleproducts.intel.com/ProductDetails?activeModule=Intel%C2%AE%20NUC&prdName=NUC11TNHi5

The drivers that we have available on our official website were tested and validated for Windows* as Operating System:

https://www.intel.com/content/www/us/en/support/detect.html

Additionally, based on the information shown in the SSU, we can confirm that the BIOS version currently installed in your Intel® NUC is 0041. There is a newer BIOS version available, which is 0062, please install it using the F7 method or the BIOS recovery method.

BIOS version 0062:

https://www.intel.com/content/www/us/en/download/19698/bios-update-tntgl357.html?wapkw=nuc11tnhi5

Instructions to do the BIOS update:

https://downloadmirror.intel.com/709584/NUC-AptioV-UEFI-Firmware-BIOS-Update-Readme.docx

Once you get the chance please let us know the results and if those exceptions keep showing up after the BIOS update.

Regards,

Albert R.

Intel Customer Support Technician

[jim247]

I just realized I specified the wrong NUC model!  I have NUC11PAHi5.  Sorry about that.  Is it possible for you to change the model in the Subject line?  Is PATGL357.0041.2021.0811.1505 the latest BIOS for the NUC11PAHi5?

[Alberto_R_Intel]

jim247, No problem at all, thank you very much for clarifying those details.

"Is it possible for you to change the model in the Subject line? I will check and confirm if that is possible and as soon as I get confirmation I will let you know and I will change it.

"Is PATGL357.0041.2021.0811.1505 the latest BIOS for the NUC11PAHi5?" Yes, that is correct, BIOS version 0041 will be the latest for the Intel® NUC NUC11PAHi5:

https://www.intel.com/content/www/us/en/download/19694/bios-update-patgl357.html?wapkw=nuc11pahi5

In that case, we will 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 jim247, I just received an update on this matter.

While we are still working on this matter, we just wanted to confirm for testing purposes, if you have the option to use a different hard drive? Preferably MVMe drives.

Additionally, please get in contact directly with Seagate support and check with them if they have a diagnostic tool to test the hard drive and confirm that there are no hardware issues with it: 

https://www.seagate.com/support/

Regards,

Albert R.

Intel Customer Support Technician

[jim247]

I do not have another hard drive.  I installed Seagate's SeaTools.  I ran the Self Test and the test completed successfully.  I saw that SeaTools includes firmware updates.  I checked if there are any firmware updates for the drive, but there are not.

[Alberto_R_Intel]

jim247, Thank you very much for sharing those aspects.

We will continue with our research on this matter, as soon as I get more updates I will post all the information on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Ronny_G_Intel]

I updated the community post title to reflect the correct product name.

I have been investigating this error message: WRITE FPDMA QUEUED but couldn’t really get to any conclusion. I found reports from multiple customers that were using a variety of devices with nothing in common.

I would recommend the following:

• Make sure BIOS is the latest (you already did this)
• Upgrade the Ubuntu* Kernel to the most recent version available
• Reach out to the Ubuntu community for support on this issue, especially error message interpretation and recommended troubleshooting
• Try a different Brand and/or Model of hard drive, here is our validated components list: https://compatibleproducts.intel.com/ProductDetails?EPMID=205040
• Try the Seagate FireCuda ST2000LX001 in a different system and see if the issue follows the hard drive
• If you can try some of it (some may be difficult due to additional requirements) and the issue persists, please let us know.

Regards,

Ronny G 

[jim247]

I am on the latest Ubuntu kernel for 20.04.  I also had the hard drive in another Linux system before I bought the NUC.  I did not get the errors on that system.

[Alberto_R_Intel]

jim247, Thank you very much for letting us know those updates.

We are sorry to hear the issue persists after trying the troubleshooting steps provided previously. In this scenario, the next thing to do will be to get in contact directly with your local Intel® Support department to replace/refund the Intel® NUC since after reviewing the case we determine that there is a hardware problem with the unit itself:

Chat support:

http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat

For phone support, depending on your location, you will see the contact information on the links below:

EMEA contact information: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html

APAC contact information: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html

LAR contact information: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html

North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).

Regards,

Albert R.

Intel Customer Support Technician

[jim247]

I got the replacement NUC.  It has been running for a week now and I am not getting the error messages.  It looks like it was a hardware issue.