upXtreme network connection drops and crashes

Hello,

we experience problems with an upXtreme board that we bought about 10 months ago.

Over the last couple of weeks did we stumble upon non-reproducible network problems, which arose every few hours to every couple of days.
Network connections dropped completely, sometimes when the upXtreme was under load, sometimes when it was idling.
This got more and more frequent, even to the point, where not only the connection dropped, but the network adapters were not even recognized by the operating system anymore.

First we thought about a software problem, so we reinstalled everything, tried different operating systems etc. None of that helped.

A few days ago did we encounter new problems, not only did the network devices stop working, but the whole upXtreme board started crashing.
However: We found a way to reproduce the crashes. When one of the USB ports at the back of the upXtreme board is being used, slightly touching the device that is plugged in, near the USB port, crashes the upXtreme board.

This is independent of the USB device plugged in. It happens with USB sticks, keyboards etc.

All in all do we suspect a problem of the upXtreme itself at this point, and not a software problem.
Furthermore is the board unusable at this point, the crashing / network dropping happens at least every few hours, so this is nothing we can work with.

How should we proceed about those issues?

Regards,
Jonni

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Comments

  • DCleri
    DCleri Administrator, AAEON Posts: 1,175 admin

    What Power supply is used?
    What is the hardware configuration/peripherals?
    What is the network configuration (diagram if possible)?
    What is the BIOS version and what software/OS setup is currently in use?
    Have you updated the system during this time?

  • polygamma
    polygamma New Member Posts: 4
    edited February 11

    @DCleri said:
    What Power supply is used?

    What is the hardware configuration/peripherals?

    We had crashes with only keyboard, mouse and screen attached.
    It does not seem to be relevant which peripherals are attached, the only thing relevant seem to be the two USB ports at the back of the upXtreme. However: We also had those crashes, when those ports were not in use.

    What is the network configuration (diagram if possible)?

    Crashes happened with only one connection. E. g. directly to a router.
    Those seem to be independent of the ethernet ports being used.

    What is the BIOS version and what software/OS setup is currently in use?

    Crashes are independent of software / os.

    Had those also happen when running https://www.memtest86.com/

    Or when running Ubuntu Desktop, Ubuntu Server, Arch Linux ...

    Have you updated the system during this time?

    As I had written, we had completely reinstalled everything. Multiple times with different OSes.

  • polygamma
    polygamma New Member Posts: 4
    edited February 11

    One more thing to add: We have a second upXtreme board, which we use in exactly the same way, and we don't have any issues with that board. So we are very sure, that the upXtreme board itself is broken and it has nothing to do with software we are using.

  • DCleri
    DCleri Administrator, AAEON Posts: 1,175 admin

    considering you feedback above, please request an RMA for the defective unit and link this topic to the request.

  • polygamma
    polygamma New Member Posts: 4

    @DCleri thank you very much, should I do that via E-Mail? [email protected] ?

  • DCleri
    DCleri Administrator, AAEON Posts: 1,175 admin

    Login to your account and, from your existing orders, follow the RMA procedure on the UP-Shop

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