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EFrec
Beginner
3,479 Views

STK1AW32SC bricked. No startup screen, no video out.

My STK1AW32SC was OK for 2 weeks. Suddenly no signal on TV or on any other monitor with the correct input. Blue LED is always on, steady, not responsive to the power button (not even after 1 min steady push). Unplugging the power cord shuts it off, replugging it returns to the steady blue LED unresponsive to the power button. Startup Screen doesn't show up, so I cannot get into BIOS Setup. Holding the F2 key down has no apparent effect. It seems that there is no video output at all. Any tricks to make it alive? Thanks!

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29 Replies
idata
Community Manager
188 Views

Hi efrecska,

 

 

Before the replacement process, I recommend you the BIOS recovery. It is necessary to use a second computer, download and keep the .BIO file in the root of a USB drive. Try the recovery option.

 

 

The detailed instructions are in the link below:

 

http://www.intel.com/content/www/us/en/support/boards-and-kits/intel-compute-stick/000005902.html http://www.intel.com/content/www/us/en/support/boards-and-kits/intel-compute-stick/000005902.html

 

 

The latest BIOS version is 24

 

https://downloadcenter.intel.com/download/25917/BIOS-Update-SCCHTAX5-86A-?product=91065 https://downloadcenter.intel.com/download/25917/BIOS-Update-SCCHTAX5-86A-?product=91065

 

 

It is necessary a wired keyboard and uses the power adapter of the stick.

 

 

If the problem continues, proceed with the replacement; get in touch with our support team.

 

http://www.intel.com/content/www/us/en/support/contact-support.html http://www.intel.com/content/www/us/en/support/contact-support.html

 

 

Regards,

 

Mike C
EFrec
Beginner
188 Views

Hi Mike!

Many thanks for the reply!

I also had BIOS recovery in my mind, but cannot get to the Power Button Menu.

Holding the button down for 3 secs then releasing it has no effect on the video output.

The blue LED is always steady, no flashing, not reflecting internal activity.

I would rather recover the BIOS than sending it in.

There is no autosetup? Like the firmware upgrade of my LED TV: it recognizes the update file in the USB without any intervention.

Bests, Ede

idata
Community Manager
188 Views

I'm having exactly the same problem. Blue light on, button does nothing, no output. Using power supply that came with it, of course. Clearly unable to do anything with the BIOS. I too would rather sort it than send it back (again...)

EFrec
Beginner
188 Views

It seems I have to send it in.

idata
Community Manager
188 Views

Hi efrecska and MCD,

 

 

The BIOS recovery without the power button is not an option yet with the sticks. Definitely, it is necessary to replace the sticks if you are not getting video

 

 

Let me know if I can help you with anything else.

 

 

Mike C
EFrec
Beginner
188 Views

Thank you for the reply!

Yes, that option seems to be a useful one for the future.

Until then I will leave the replaced stick on a battery backup power continuously supposing that there is more risk of BIOS corruption during power down and power up.

Ed

idata
Community Manager
188 Views

Hi efrecska,

 

 

I regret the inconvenience with our compute stick. If you need further assistance in the future you can use the same thread.

 

Mike C
idata
Community Manager
188 Views

Hi!

I'm having exactly the same problem. I tried to create a service request but I always get a screen that says:

"System Unavailable. Intel Customer Support Service Request Management is unavailable. We are actively working to resolve the system issue. We apologize for any inconvenience this may cause and appreciate you patience."

Can you help me to get a replacement?

n_scott_pearson
Super User Retired Employee
188 Views

Pick up the phone and call them! I know this is a tough thing to consider in this day and age; get over it!

idata
Community Manager
188 Views

The best answer ever!

idata
Community Manager
188 Views

Same problem here....

Asked for on line support but got the same error of

xleiox

This should be really emarrassing for Intel IT team....

idata
Community Manager
188 Views

Hi Indy76 and xleiox,

 

 

I regret the inconvenience. I encourage you to try again.

 

 

The Phone and chat support in US is available from Monday – Friday 7:00 AM to 5:00 PM (Pacific Time)

 

Phone Number: 1-916-377-7000

 

http://www.intel.com/content/www/us/en/support/contact-support.html# @4 http://www.intel.com/content/www/us/en/support/contact-support.html# @4

 

If you are out of US, choose globe icon at upper right corner of this page.

 

 

Mike C

 

idata
Community Manager
188 Views

Same result...

idata
Community Manager
188 Views

Hi Indy76,

 

 

In regards to your issue, let me know if you are selecting your country first, verify the support schedule on your country. If the problem continues, let me know your country and which type of support (email, webticket, chat) you are selecting.

 

 

Regards,

 

Mike c

 

idata
Community Manager
188 Views

let me know if you are selecting your country first --> YES

 

let me know your country--> Italy

 

and which type of support (email, webticket, chat) you are selecting --> webticket

 

on submiting ticket ( last step I suppose ) system crashes ( server side error, I am pretty sure)

n_scott_pearson
Super User Retired Employee
188 Views

An old concept: pick up the phone and call them! (this method works every time)

Intel's Contact Support page has links to get local phone number(s). Start at http://support.intel.com http://support.intel.com and select "Contact Support"...

...S

idata
Community Manager
188 Views

Hi Indy76,

 

 

I am following up on your case. Were you able to request the replacement of your compute stick?

 

 

Mike C

 

idata
Community Manager
188 Views

Were you able to request the replacement of your compute stick?

No Mike still not ....

Tomorrow il try to call italian numer placed in Milan.

I hope I can get the compute stick replacement ASAP.

Error "side":

Browser used Firefox 46.0.1....anyway I am pretty sure it is a server side error....

idata
Community Manager
188 Views

Hi!

I was able to report my Intel Compute Stick using the chat.

I don't know if it affects but I download the latest version of Internet Explorer.

The first time that I enter to the chat there was a button with the text "Not Available", but if you wait enough it turns to "Chat" and you will be able to enter at that moment. Is like depending on the available Intel Agents the button's state changes.

Try it!

I received my RMA and my device is traveling to Intel at this moment

idata
Community Manager
108 Views

Hi Indy76,

 

 

Thank you for your update. I will keep your case open waiting for your confirmation.

 

 

Mike C
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