NUC11PAHi7 Thunderbolt 3 Ports Fail

[Gerald_R]

NUC11PAHi7 Thunderbolt 3 Ports Fail. The drivers and bios are up to date.

The Thunderbolt 3 ports give Error code 1117 is generated by Windows operating system and
is always caused by Input / Output (I/O) throughput issues with either the disk or the
controller that it is attached to. When copying to or from a Samsung 980 Pro or 979 EVO Plus Nvme drives in an USB 3.2 Sabrent enclosure. The system hangs the file explorer can not be restarted in the task manager the only thing that I can do is to shut down the NUC.
I have use ATTO Disk Benchmark software to test the Thunderbolt 3 ports.  I also used CrystalDiskMarkPortable and got the same error.

I have used the same Samsung Nvme drives and Sabrent USB 3.2 enclosure and same thunderbolt 3 cable and tested on my NUC8i7BEH and my HP x360 Laptop and there were NO problems.

[DeividA_Intel]

Hello Gerald_R,  

Thank you for posting on the Intel® communities. I am sorry to know that you are having issues with your Intel® NUC 11 Performance kit - NUC11PAHi7.   

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

1. Just to confirm, this happens also with an external storage device connected via USB-C, is that correct?

2. Is this issue recent? If so, when did it start?

3. Have you performed any changes to the BIOS?

4. What is the BIOS version installed?

5. Do you have any issues with other devices connected using Thunderbolt 3/USB-C besides the drives and controllers?

Regards,  

Deivid A. 

Intel Customer Support Technician

[Gerald_R]

This happen from the start.  I first had a NUC11PAHi5. When I tried to clone the c:\ drive I got an error, so I ran chkdsk on  the drive and found No Errors. I than did a web search an found on Plugable knowledge base that I should check the data bandwidth of the Thunderbolt port. They did this on a MAC using BlackMagic Disk Speed.  I used ATTO Disk Benchmark. When I ran the test on the drive attached to the Thunderbolt 3 Port I got Error code 1117 is generated by Windows operating system and is always caused by Input / Output (I/O) throughput issues with either the disk or the controller that it is attached to.

I opened a support ticket for NUCPAHi5 and got absolutely NO where, it was like it this could not happen and must have done something that wasn't telling support about. Because my time for returning the NUC was running short I decided to returned the NUC11PAHi5 to Amazon for a refund.

On August 9th I purchased a NUC11PAHi7, because I thought that the NUC11PAHi5 had a defective Thunderbolt 3 controllers, I did not think this was a problem for all NUC 11.

Upon receiving the NUC11PAHi7 I installed the OS and update the drivers and bios. I then ran ATTO on the drive attached to the Thunderbolt 3 front port and I got a Error 1117. I could not even do a restart I had to pull the power supply plug. After I booted up I delete the Atto bench$$$ file from the drive an ran chkdsk on the drive. I that tried the rear Thunderbolt 3 port and got the same results.

I also ran CrystalDiskMarkPortable and got the same results.

I re-flashed the bios again and it did not help. I ran the ATTO on my NUC8i7BEH Thunderbolt 3 port using the same drive and cable an had NO problems. I than ran the same test on my HP x360 laptop and had NO problems.

The bios version is PATGL357.0046.2022.0608.1909

You asked Do you have any issues with other devices connected using Thunderbolt 3/USB-C besides the drives and controllers?

I don't know. What is import to me is that I can clone my system disk or copy a bunch of movies files without errors that hang the system and I have to pull the power plug. I am attaching the SSU NUC 11 Report for your review. I have open a support ticket with Intel last week and still have not heard from Intel Support. I only have 30 days from the purchase date to return the NUC for refund.

I think what I have found is a major defect is the NUC 11 series Thunderbolt ports and don't expect to heard from Intel Support any time soon, but thank you for listening.

[Gerald_R]

I don't mean to be so pessimistic, but the problem I have described can be easily duplicated.  The enclosure I used for the test is $23.00

https://www.amazon.com/Sabrent-Type-C-Tool-Free-Enclosure-EC-SNVE/dp/B08RVC6F9Y

 I use the Plugable Thunderbolt 3 cable, it cost a little more than the Sabrent enclosure.

I am sure that Intel has a spare Nvme drive that can be used.

ATTO Disk Benchmark is free.

Run ATTO and it will take about 45 second for you to  crash the system.

Try both the front and rear Thunderbolt ports.

[DeividA_Intel]

Hello Gerald_R, 

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 

[Gerald_R]

I have a question.
Do you have in you lab a NUC11PAHi7 or NUC11PAHi5 you can test on?

[DeividA_Intel]

Hello Gerald_R, 

I do appreciate your patience. We may have some units for testing, however, based on the investigation we think that this issue may be related to the power needed for the devices connected.

Bear in mind that the NUC8i7BEH ports provide 15W but when using the NUC11PAHi7 the power can be reduced depending on other devices connected to the NUC. Based on Samsung details the drive needs up to 5.3W, however, we do not have this information from Sabrent. I recommend you to ask for these details from the manufacturer.

About your HP x360 Laptop, it has just 1 UBS-C port and we don't know the power delivery of this port. The issue that you are having may be related to the power both devices need (Enclosure + SSD) and the power the port can deliver.

Do you have any additional devices connected to the unit when you are using the enclosure?

Regards,  

Deivid A.  

Intel Customer Support Technician  

[Gerald_R]

No other devices are attached to the Thunderbolt 3 port when I test.

I talked to Sabrent Technical ( Tech's name is Omar ) support today, and he told me the SABRENT USB 3.2 Type-C Tool-Free Enclosure for M.2 PCIe NVMe and SATA SSDs (EC-SNVE) which I am using for the my test, uses 4.5 Watts.

If NUC8i7BEH ports provide 15W to the Thunderbolt 3 port; how many watts does the NUC11PAHi7 or NUC11PAHi5 deliver to Thunderbolt 3 port?

I also ran the same test disk benchmark on my older Gigabyte GA-Z170X Gaming  motherboard and there were no problems.

 

[DeividA_Intel]

Hello Gerald_R,  

Thank you for your response.  

I could see that you have created a web ticket that is currently under support, please kindly refer to that case for more updates on this behavior.   

In this case, we will proceed to close this thread to avoid duplication of effort and the support will continue through the internal case.  

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[Gerald_R]

The HP x360 laptop has both a c port and a Thunderbolt 3 port. I ran the ATTO disk test off of the Thunderbolt 3 port.

I also talked to an HP Product engineer today and he told me the Thunderbolt 3 port on the x360 out put is up to 100W system charging; and 15W to bus-powered devices. This is the technical specifications for all Thunderbolt 3 ports.

 I have not heard from Intel Tech Support.

Thank you for your attention to this matter.