NUC with UHD 770 hard freeze

[SA38]

Hello!

Recently I've got a new Intel NUC, model nuc13rngi7, which comes with CPU Intel® Core™ i7-13700K and UHD 770 built-in graphics card.

Unfortunately I've encountered the following problem:

Randomly computer shuts down to an undefined state when all IO, including display, is not working, but the heat and fans go up, as if CPU usage is maxed. This state continues indefinitely, the only way to restore operation is hard reset. Sometimes screen is completely black, sometimes there're artefacts as flickering pieces of the last screen picture shown. Video is attached together with specs.

No dumps, error logs or any other evidences of entering the faulty state are saved by system.

What was checked already and didn’t help identify or fix the issue:

• Memory test with memtest86 - PASS

• CPU load testing with Prime 95 - PASS for 2 hours

• GPU + CPU load testing with Furmark - PASS for 2 hours

• Checked CPU with Intel Diagnostic tool - PASS

• Disabled Hyper-V (that was previously enabled)

• Updated BIOS

• Updated Windows

• Updated Video Drivers (including clean reinstall of video drivers using the official guide)

• Tried this workaround https://www.intel.com/content/www/us/en/support/articles/000024677/intel-nuc/intel-nuc-kits.html

What helped to localise issue:

• Using standalone GPU - after installing and switching to separate non-integrated GPU the freeze issue never reproduced.

Also, I've found exactly the same report here, that unfortunately wasn't brought to any decent resolution:  https://community.intel.com/t5/Graphics/Problem-with-UHD-770/td-p/1477458

I would be really grateful if we could localise and fix the issue, since having external GPU is not the ultimate solution in my case.

Thanks and waiting to hear from you.

[RandyT_Intel]

Hi @SA38,

I would like to inform you that as of January 16, 2024, technical and warranty support for Intel’s NUC 7 through NUC 13 systems has transitioned to ASUS. For any assistance, please contact ASUS directly at ASUS Support. 

NUC13RNGI7 - Support

Customer Support Services for Intel® NUC Products Has Transitioned to...

Additionally, all software, firmware, BIOS support, and security advisories for these systems will now be managed by ASUS. 

Thank you for your understanding.

Regards, 

Randy T. 

Intel Customer Support Technician 

[SA38]

Hi Randy, 

thanks for your reply, I will definitely file a request to ASUS.

But please also consider taking this case as this is quite precisely isolated to the Intel CPU issue with Intel UHD 770 graphics, not the NUC build issue. Also, if you check closely the attached link with similar issue, previously reported here, the person had Lenovo laptop. Which makes me think this remains mostly relevant exactly in this community and in the Intel scope. 

Thank you in advance for your support,

Regards!

[RandyT_Intel]

Hi @SA38,

I understand the importance of addressing this issue, and I will certainly coordinate your feedback internally for future consideration. However, for tailored support specific to your system, it is advisable to contact ASUS directly, as they will be handling this issue moving forward.

Regarding the thread you shared about the Lenovo laptop, the author has become unresponsive, and we are unsure if they reached out to their system manufacturer. In the meantime, please continue to contact ASUS for support. Rest assured, we will discuss this support process internally and consider potential changes in the future regarding NUC systems.

I appreciate your feedback and thank you for your understanding.

Regards, 

Randy T. 

Intel Customer Support Technician