10 Replies Latest reply on Oct 19, 2017 1:27 PM by Intel Corporation

    NUC6CAYS NIC dissapearing

    wdb

      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.

        • 1. Re: NUC6CAYS NIC dissapearing
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          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;

          • Are the 12 unit affected by this behavior?
          • What is the BIOS version installed in the units?
          • Provide the Download Intel® System Support Utility for Windows* for one of the units.
          • When did the issue start?
          • What is the operating system installed in the units?

           

          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.

          • 2. Re: NUC6CAYS NIC dissapearing
            wdb

            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.

            • 3. Re: NUC6CAYS NIC dissapearing
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              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.

              • 4. Re: NUC6CAYS NIC dissapearing
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Ward,

                 

                If you need further assistance let us know.

                 

                Regards,

                Amy C.

                • 5. Re: NUC6CAYS NIC dissapearing
                  wdb

                  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.

                  • 6. Re: NUC6CAYS NIC dissapearing
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Ward, please let me know how it goes.

                     

                    Regards,

                    Amy C.

                    • 7. Re: NUC6CAYS NIC dissapearing
                      wdb

                      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.

                      • 8. Re: NUC6CAYS NIC dissapearing
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        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.

                        • 9. Re: NUC6CAYS NIC dissapearing
                          wdb

                          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.

                          • 10. Re: NUC6CAYS NIC dissapearing
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            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. Clearing CMOS on Intel® NUC 
                            2.  CMOS Battery on the Intel® NUC 

                             

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

                             

                            Regards,

                            Amy C.