USB drives keep disconnecting

[mgornik]

My problem is similar to the one reported in this thread: NUC12WSHi5 USB automatically disconnects

I have Intel NUC11PAHi7, and quite persistent problem with external USB hard drives getting disconnected under heavy load. I noticed they disconnect when there is a bigger file getting copied or a larger folder getting listed (almost every time, regardless of how long the drives worked before that).

I have two external USB HDD racks (LC Power USB-C single drive rack and ThermalTake double USB3.0 drive bay), both exhibiting same behavior with four different drives. These external racks are working ok with any other machine, the drives are new and healthy.

I have run the SSU utility and will send the report over to support representative. Please email me so I can reply with it attached.

My NUC is running Windows 11 Education 64-bit, with all the latest updates. I installed all of the NUC drivers from Intel's site. When I do the online check of the updates, everything seems to be at latest versions (BIOS, drivers).

I followed a bunch of different resources I found on the topic, but nothing helped. I tried changing advanced power settings in Windows,  but the options I get to change there do not contain any mention of USB. I went to Device Manager and turned off the option that allows Windows to turn off the device to save power (I did this for all USB controllers). What I additionally noticed in Device Manager is that UCM-UCSI ACPI Device is always showing an error (yellow exclamation) and device status says: "Windows has stopped this device because it has reported problems. (Code 43)" I installed Intel GNA driver following the instructions from this page Intel support on code 43 on UCSI, however it did not help (still the same situation in Device Manager).

Please advise on the next steps. Thanks!

[Steven_Intel]

Hello mgornik,

Thank you for posting on the Intel® communities.

I am sorry that you are having issues with your Intel® NUC 11 Performance kit - NUC11PAHi7, I will be glad to help you.

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

• Do you remember if the issue started after any change/update in your system?
• Is the ThermalTake double USB3.0 drive bay also USB-C and therefore both racks are connected to the Thunderbolt 3 USB-C connectors (front and back)?

Also, I have emailed you to the email address associated with your communities account requesting the SSU report file.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

We would like to know if you were you able to check the previous post.

Let us know if you still need assistance.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Since we have not heard back from you, we will close this thread. If you need any additional information, please submit a new question, as this thread will no longer be monitored.

Best regards,

Steven G.

Intel Customer Support Technician.