Community
cancel
Showing results for 
Search instead for 
Did you mean: 
WDebe
Beginner
2,429 Views

NUC6CAYS NIC dissapearing

Hello,

I have an issue with multiple NUC6CAYS NUC's.

I have 12 of those running as video playback devices.

Now I started to notice that in seemingly random intervals the NUC's completely lose their ethernet connectivity.

When checking the player it looks like the NIC just disappeared, it is nowhere to be found in the windows device manager or in the network adapter settings.

The only solutions I have found so far is turning off the device for approx. 10min. and restarting it. Normal reboots without the waiting period don't work.

Since these devices are deployed in a professional environment this is not a solution.

Hopefully there will be a solution for this soon.

0 Kudos
21 Replies
idata
Community Manager
130 Views

Hello wdb,

Thank you for joining the Intel® NUC Community. I am sorry to hear you are having issues with the Ethernet connection.

I would like to gather more information regarding this matter in order to address it in the most accurate way, please respond below;

Thank you.

To attach a file, you must click "Use Advanced Editor" in the top right corner of the response box, then the "attach" option will appear in the bottom right corner of the response box.

Regards,

Amy C.

WDebe
Beginner
130 Views

At the moment I can't run the Support utility, I will run it next time I get the chance.

  • Are the 12 unit affected by this behaviour?

     

    - At this point 6/12 devices have had the issue, and it appears to be a random device every time.
  • What is the BIOS version installed in the units?

     

    - AYAPLCEL.86A.0040
  • When did the issue start?

     

    - A few weeks ago (a few days after initial installation) and the issue has been consistently coming back.
  • What is the operating system installed in the units?

     

    - Windows10

Best regards,

Ward D.

idata
Community Manager
130 Views

Thanks Ward.

Please let's try to address this matter with following suggestions, below you will find a different method in order to properly install the Ethernet driver. Since you have several units, I would recommend trying this in one of the affected units and if it works implement it on a bigger scale.

Clean Driver Installation for Intel® Ethernet Connections:

  1. Right-click Start > Device Manager
  2. Double-click Network adapters to expand the section.
  3. Right-click the Intel® Ethernet Connection (model) and select Properties.
  4. Click Driver tab.
  5. Click Uninstall.
  6. Check Delete the driver software for this device and click OK.
  7. Press the Windows key + R, then type "%Temp%" (without the quotation marks) delete everything from that folder, then install the driver mentioned above.

Please let me know how it goes.

Regards,

Amy C.

idata
Community Manager
130 Views

Ward,

If you need further assistance let us know.

Regards,

Amy C.

WDebe
Beginner
130 Views

Amy,

We currently are planning to run the diagnostic tool and roll out the bios & driver update on a few devices on friday.

I will send diagnostic results here afterwards.

And we will evaluate if the issue appears again after the bios & driver upgrades.

Best regards,

Ward D.

idata
Community Manager
130 Views

Ward, please let me know how it goes.

Regards,

Amy C.

WDebe
Beginner
130 Views

Hi,

I just ran the diagnostics tool, once before and once after the bios update & driver reinstalls. Logs are attached.

I have updated the bios and drivers of 3/12 devices as a test.

Currently there where no devices with the NIC issue though, so I couldn't test on a broken device.

Also a little note, one of the devices had an instant BSOD every time on booting after I updated the bios.

I had to competely reset the device and reinstall everything, but I assume this was just an isolated case.

Best regards,

Ward D.

idata
Community Manager
130 Views

Ward, thank you for the files.

This a very random behavior, it is strange that is no longer present in none of the units. If you agree, I can keep an eye on your case and follow it around every 5 days, so this way we can take a closer look if the issue comes back. In the meantime, you can keep an eye on the updated units in case the behavior comes back.

Another recommendation in this case is to run the Windows® 10 updates

Regards,

Amy C.

WDebe
Beginner
130 Views

A new issue appeard on 1 of the devices.

The device is stuck at the boot screen with the bios hotkey's.

This is one with the bios version 40. But still this shouldn't happen.

These devices should work autonimously and when they het stuck like this they need manual interventions which becomes a problem.

Any advice that isn't 'update bios'?

Best regards,

Ward D.

idata
Community Manager
130 Views

There is one option different than BIOS recovery or BIOS update, but this option requires a manual intervention. The option you could try to clear the CMOS Battery, and there are two ways to clear CMOS:

  1. https://www.intel.com/content/www/us/en/support/articles/000005805/boards-and-kits.html Clearing CMOS on Intel® NUC
  2. https://www.intel.com/content/www/us/en/support/articles/000006787/boards-and-kits.html CMOS Battery on the Intel® NUC

Try option 1 first, and if it does not work try option 2.

Regards,

Amy C.

WDebe
Beginner
130 Views

Hi,

On thursday I will be upgrading the bios on the remaining devices, but the physical CMOS clearing is not an option.

It would be too labour intensive for an unknow result.

Is there any other info you could use to help troubleshoot this further?

It seems like nothing really got done with the SSU log.

If the bios update won't solve it, what would be the next step?

Is there internal testing possible from your side?

Best regards,

Ward D.

nuser4
Beginner
130 Views

I have installed 100+ of these intel nuc and I have experience with 4 of these where the ethernet NIC just disappeared. I have tried 'scan for new hardware changes', tried reinstalling the driver to see if it detects it, i've checked bios to see if it was disable or not, remove memory, cmos battery and anything else that i could of disconnected inside but nothing worked.

 

Other issues experienced with the intel NUC6CAYS

 

- Monitor flickering (goes blank for 1sec) happened with more than 20+ of these pc

- Graphical artifacts

- Low memory warning even when system says 2gb free (uninstalled intel remote keyobard and manually set paging 1gb-2gb seemed to solved that)

idata
Community Manager
130 Views

Hi Ward,

Please let me know the results.

At this stage, for us to proceed with more troubleshooting steps we need all the devices up to date.

Well, the SSU logs you provided got us your system and device information. These logs really help to troubleshoot and gather all the pertinent information for debug processes.

If the issue persists, after the BIOS update and you are able to keep track of the behavior we will have to take a deeper look at it.

From my end,I would like to let you know that our Intel® NUC units running do not show this behavior.

Regards,

Amy C.

idata
Community Manager
130 Views

newuser17, we would like to take a better look at your case, please create a new thread in order to isolate this matter. Thank you.

WDebe
Beginner
130 Views

We Just had the dissapearing NIC issue again while I was looking at one of the devices(see attachment).

The NIC was ok, until I rebooted the device, than suddenly it dissapeared.

It was nowhere to be found, not in device manager or anywhere, like the device physically didn't exists.

The player has the latest BIOS and driver updated from 1.5weeks ago.

Normal reboots did not solve the issue, even when leaving the device off for a while.

The only thing that solved it, was unplugging the power for 2minutes and than plugging it back in.

Best regards,

Ward D.

idata
Community Manager
130 Views

Ward, let me check this.

Regards,

Amy C.

WDebe
Beginner
130 Views

Hello,

I would just like to report other issues we are having with these devices.

Again a few have had the dissapearing NIC problem, but can always be solved my unplugging the power for some minutes.

Although this is still not an acceptable solution, it does temporarly solve the issue.

Now we are also getting some blue screens on different devices (see attachments).

Rebooting does not solve the blue screen.

Best regards,

Ward D.

WDebe
Beginner
130 Views

Another update:

After trying to resolve the issue by using the 'chkdsk' utility, we are receive a different blue screen, see attachment.

Best regards,

Ward D.

idata
Community Manager
130 Views

Ward, I am sorry to hear that!

Were you able to replace a couple of the units?

Regards,

Amy C.