Re: Persistent Ethernet Connection Issues with NUC12WSHi7

Feejus · ‎09-19-2023

About a year ago, I purchased the NUC12WSHi7, but I've been rather disappointed with the level of support and the quality assurance of the drivers. Unfortunately, I'm encountering yet another issue.

I've installed the Intel Driver & Support Assistant, and it indicates that my current network drivers are up-to-date. Furthermore, my system is running Windows 11 with the latest patches and configuration updates as of September 18th.

Here's the problem: My Ethernet connection experiences intermittent drops and reconnects, seemingly at random intervals. Temporarily resolving the issue involves unplugging the network cable for about 10 seconds and then reconnecting it. However, the problem tends to reoccur sporadically. As you can observe in the attached screenshot, this is a recent issue that I've noticed, and it wasn't present before. I'm uncertain whether this is a software or hardware-related problem.

Basic Troubleshooting - Awaiting further updates on these steps

I checked the Duplex and speed, and that was set to 2.5Gig instead of 1Gbit so this could be an issue which I now changed to 1Gbit.
I have also checked the drivers and if there is any other update, but you can see that this is the most recent (mind you over a year old).
Checked workload and network traffic and there is not a significant load on Intel nuc.

Has anyone experienced anything like this? Is this due to Autonegtation causing the drop or could this be faulty hardware?

Thanx

DeividA_Intel · ‎09-21-2023

Hello Feejus,

Thank you for posting on the Intel® communities. I realize how complicated this is for you and to get more details about this issue I would like to confirm the following:

1. Do you have any issues with the Wi-Fi or Bluetooth?

2. What is the BIOS version installed?

3. What is the Windows 11 version and build?

4. Do you see any physical damage in the ethernet port?

Regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎09-24-2023

@DeividA_Intel

As I mentioned earlier, I've disabled the Wi-Fi and switched to a wired connection.
I'm currently using the latest version of the driver.
Please refer to the screenshot provided above.
There is no physical damage to the hardware.

However, it appears there might be a bug in the NIC driver. I haven't made any changes to the settings, but at some point, the driver seemed to have automatically adjusted the connection speed to 2.5Gbps. Since I'm supposed to be running a 1Gbps connection, I suspect that the auto-negotiation feature may not have been functioning correctly. This led to frequent connection drops. However, after manually setting the Speed and duplex to 1Gbps, I haven't encountered any visible issues.

DeividA_Intel

Brianmur · ‎11-19-2023

I'm seeing the same issues with a NUC12WSHi7 and Intel Ethernet Controller I225-V (Driver v1.1.3.34 - 8/11/2022) . This box needs to be accessible over the internet, so the frequent intermittent loss of internet connectivity makes it not fit for purpose.

I've updated all driver and the BIOS via the Intel Driver & Support Assistant and have checked the Speed & Duplex setting which was on Auto-negotiation. As a test I checked the port speed on the hub (2.5Gb) and tried manually configuring Speed & Duplex to match with no change. The intermittent internet connectivity problems persist.

I've also disabled the Wifi and Bluetooth radios as a test with no change in symptoms.

All other devices on the network have normal internet connectivity without interruption.

To answer the following questions:

1. Do you have any issues with the Wi-Fi or Bluetooth?

No, no issues with either.

2. What is the BIOS version installed?

Updated to the latest per the Intel Driver & Support Assistant (0090 Dated 8/21/2023)

3. What is the Windows 11 version and build?

Win11 23H2 - OS Build 22631.2175

4. Do you see any physical damage in the ethernet port?

No.

Please advise what additional information will be of use in troubleshooting this failure.

DeividA_Intel · ‎09-25-2023

Hello Feejus,

Thanks for your response. Since you mentioned that after manually setting the speed you have not experienced any issue so far, I would like to know if you need further support in case you noticed the issue in these couple of days or if you would like to close this thread.

I will be waiting for your response.

Best regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎10-02-2023

Dear @DeividA_Intel

Could you please provide a more conclusive explanation for your belief that a hardware issue exists? Additionally, I would appreciate it if you could provide me with a UK contact number and an explanation of the RMA process please?

Thank you

Feejus · ‎09-25-2023

Hi @DeividA_Intel

In short since i reported the issue, I had once today where the network driver just dropped. It got to be ther drivers for it.

Thanx

DeividA_Intel · ‎09-26-2023

Hello Feejus,

I am sorry to hear that the issue persisted. There is a new BIOS version available (version 0090), please try a BIOS recovery:

Steps(BIOS Recovery by the Power Button Menu): https://downloadmirror.intel.com/789437/NUC-AptioV-UEFI-Firmware-BIOS-Update-Readme.pdf
Version: https://www.intel.com/content/www/us/en/download/739909/bios-update-wsadl357.html

If the issue persists, please provide the reports from the Intel® System Support Utility (Intel® SSU):

Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html
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.

Best regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎09-26-2023

It is very odd that the Intel driver Support assistance does not recognise there is a new BIOS.

I have updated it to the latest version now it is 0090.

Also another feedback:

Fast boot functionality appears to be inconsistent, exhibiting sporadic behaviour where it may or may not work reliably. This inconsistency extends to my multiple monitors setup, where I've observed instances where the BIOS displays on one monitor and then abruptly goes blank. It appears that there may be issues with the multi-monitor support within the BIOS.

DeividA_Intel · ‎09-26-2023

Hello Feejus,

Thanks for the response, I would like to confirm if the issue with the ethernet is gone with the new BIOS version and if this version brought the graphics issue you mentioned. Is it possible for you to take a short video of the graphics issue?

Do not forget to add the report from the Intel® System Support Utility (Intel® SSU):

Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html
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.

Best regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎09-26-2023

Hello,

I've attached the requested file for your review. Unfortunately, the issue recurred this evening. Between 00:24 and 00:28, the network NIC unexpectedly disconnected. I was in the middle of an FTP download, which is why I can provide precise timing. Alternatively, you can review the logs from a few minutes before and after this timeframe.

Let's concentrate on addressing the network problem for now, rather than multiple issues I've encountered.

Feejus · ‎09-27-2023

Hi

It was late when i posted the message. I open a seperate issue with the graphic soon when i get the chance. However in relation to the network NIC.

Looking at Event Viewer in Windows I can see this. This went on for 4 min before the NIC came back online. It suddenly stopped sending those error messages.

The description for Event ID 27 from source e2fexpress cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

Intel(R) Ethernet Controller (3) I225-V

The message resource is present but the message was not found in the message table

Also I updated to the latest windows 23H2.

Edition Windows 11 Pro
Version 23H2
Installed on ‎16/‎07/‎2023
OS build 22631.2361
Experience Windows Feature Experience Pack 1000.22674.1000.0

It looks like something happening from time to time with the NIC driver.

Thanx

DeividA_Intel · ‎09-27-2023

Hello Feejus,

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

Feejus · ‎09-27-2023

Hello Deivid,

I appreciate your assistance thus far. I encountered the same issue today after a system reboot. At this point, I'm beginning to wonder if this might be indicative of a hardware problem. I've experienced a variety of random issues with this computer, such as the NIC dropping in and out, inconsistent behaviour with BIOS and video settings, and the intermittent functioning of Fast Boot. Furthermore, Windows Event logs have flagged improper shutdowns.

I'd greatly appreciate it if you could provide any further updates or insights.

Thank you,

Feejus

Feejus · ‎09-27-2023

@DeividA_Intel

I raised a sepereate issue about the Graphic and Video output!

https://community.intel.com/t5/Intel-NUCs/Persistent-Multi-Monitor-Issues-with-NUC12WSHi7/m-p/1528097#M103399

Please see the thread with videos.

DeividA_Intel · ‎09-27-2023

Hello Feejus,

Thanks for your time and for letting me know about your other post. I would like to confirm a couple of things.

1. Are any other devices working in the same network without issues?

2. Are you using a 2.5 Gbps switch? Consider that using 1 Gbps and setting the connection to 2.5 Gbps can cause issues.

Regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎09-27-2023

Dear @DeividA_Intel

Thank you for getting back to me so quickly. Please see inline for comment.

1. Are any other devices working in the same network without issues?

There are several other devices on my network that function flawlessly. For instance, my TV, PS5, and Media Player are all connected via wired connections, and they operate without any problems. Additionally, I have a printer and speakers that are wired into the network, and they function perfectly. It's peculiar that it's only this NUC that encounters various issues. In fact my old computer from 2014 never had an issue.

2. Are you using a 2.5 Gbps switch? Consider that using 1 Gbps and setting the connection to 2.5 Gbps can cause issues.

No, I am not using a 2.5Gbps Switch. I standardised on 1Gbp Switch about 5 years ago. Cables are all Cat 6 throughout the house. No issues with the cable I know as the cable is not damaged. I would say yes for some inescapable reason it was set to 2.5Gbps, but i changed it to 1Gbps.

I hope this helps.

DeividA_Intel · ‎09-28-2023

Hello Feejus,

Thank you for the confirmation. With this information, I will be able to continue the investigation to confirm the source of the problem, and as soon as I have any details I will get back to you.

Regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎09-29-2023

Hello Feejus,

Thanks for your patience. In this case, if the system was setting the speed to 2.5Gbps in the controller to the highest supported, this may have caused the issue. If you set the speed to 1Gbps and it is working, looks like there is no issue.

If I am mistaken or misunderstood your previous post, just let me know.

Regards,

Deivid A.

Intel Customer Support Technician

Feejus · ‎09-29-2023

Dear @DeividA_Intel

I believe there might be a misunderstanding. I've previously mentioned multiple times that since the Speed Duplex setting was changed to 1Gbit, I've experienced a few incidents where the network connection has abruptly dropped, and the Network NIC is no longer visible. I initially raised this concern in my post on "09-27-2023 at 10:46 AM," in which I also provided detailed information about when these issues occurred, complete with Windows event logs and notes.

As part of my personal troubleshooting efforts, I adjusted the duplex speed setting as per my initial post, which improved the dropouts. However, it's important to note that the problem hasn't been completely resolved. I've encountered several instances where the Network Interface Card (NIC) simply disappears without any trace or briefly appears and then disappears again. After some time, it eventually stabilizes and resumes normal functioning.

Thanx

Feejus

DeividA_Intel · ‎09-29-2023

Hello Feejus,

Thanks for your response. I am sorry for the inconvenience, allow me to continue with the investigation to check if there are other steps you can try.

I will be back as soon as possible.

Best regards,

Deivid A.

Intel Customer Support Technician