Problem with USB-C ports on Intel NUC13ANBi5

[Xavier_LANDRY]

Hello everyone,

Since today, my LG PC screen plugged into the usb-c port no longer lights up and remains in standby mode. Everything works on HDMI. It's been working fine with USB-C from the start. The video card is an Intel Iris XE.

Any advice ?

Thx

[RobbieR_Intel]

Hello Xavier_LANDRY,

Thank you for reaching out to our Community. I understand that your LG Monitor does not boot up and remains in standby mode whenever you're using a USB-C Port.

To further investigate, please answer the following questions:

• Have you tried using a different USB-C cable?
• Have you tried connecting a different monitor to the USB-C port that you're using?
• Were there any recent changes made to the system?

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[Xavier_LANDRY]

Hello,

I tried a lot of things :

- Change USB-C cable : same issue

- Plug another USB-C Monitor on the NUC : same issue

- Plug my smartphone on the NUC : I have a Windows message "Crête d'alimentation sur le port USB" (should be Power peak on USB port in english)

I think both my USB-C ports are dead no ?

Thanks

Xavier

[RobbieR_Intel]

Hello Xavier_LANDRY,

Thank you for your response and for providing the steps that you undertook. Hopefully that would not be the case, however I do require further information:

To assist us in analyzing the details of your system and addressing the issue effectively, we kindly ask you to generate a System Support Utility (SSU) report. This report will provide us with comprehensive information about your system's configuration, helping us identify any potential incompatibilities or issues.

To generate the SSU report, please refer to the article: How to get the Intel® System Support Utility Logs on Windows*.

Additionally, I would like you to check your Device Manager if there are any yellow bangs on the devices. If possible, please provide a screenshot.

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[Xavier_LANDRY]

Hi

Thx for that ... here is the SSU log

Xavier

[n_scott_pearson]

For starters, you have BIOS 29. The latest is BIOS 37. You should upgrade to this. After installing the BIOS update, come back into Windows and install the Chipset Device Software package for this NUC. Follow this by a reboot.

Both of these items are available on the download page for your NUC (here: https://www.asus.com/us/supportonly/nuc13anhi5/helpdesk_download/). Select BIOS & Firmware for the BIOS Update and Drivers & Tools (and Windows 11) for the Chipset package.

Hope this helps,

...S

[Xavier_LANDRY]

Thx, no change.

I feel I'm going to have to suffer the consequences of NUC's takeover by ASUS. How is the warranty coverage going?

[RobbieR_Intel]

Hello Xavier_LANDRY,

As per @n_scott_pearson 's recommendation. Were you able to update your BIOS Version and install the latest update of your drivers?

Additionally, when you go through your device manager, do you see any yellow bangs?

I look forward to your response!

Best Regards,

Robbie R.

Intel Customer Support Technician

[Xavier_LANDRY]

everything is up to to date but nothing is working on these USB-C ports ... PC Screen, other devices (with error messages)

[DhannielM_Intel]

Hello Xavier_LANDRY,

It seems that all troubleshooting steps have been exhausted, and the issue may be related to the port itself. Despite trying different cables, monitors, and updating the BIOS, the problem persists. I recommend contacting ASUS for further assistance. As of January 16, 2024, all technical and warranty support for Intel’s NUC 7 through NUC 13 Systems has transitioned to ASUS. Please reach out to them at ASUS Support. Additionally, all software, firmware, BIOS support, and security advisories will be handled by ASUS.

As such since this needs the attention of Asus for further assistance, I will be closing this inquiry. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Best regards,

Dhanniel M.

Intel Customer Support Technician