part#BKCMA1BB can't work normally (so 876943)

JLiu18 · ‎11-29-2022

Hi There,

part# BKCMA1BB

Our customer used 2 pcs and found one can't be turned on (see image-1 & image-2) and the other can't flash BIOS (see image-3).

Please see attached images.

Could you help check and advise if parts defective or any other reasons?

Thanks.

Jun Liu

DeividA_Intel · ‎11-30-2022

Hello JLiu18,

Thank you for posting on the Intel® communities. I am sorry to know that you are having issues with your

In order to better assist you, please provide the following:

1. Just to confirm, the model of the 3 NUCs is Intel® NUC Assembly Element CMA1BB. Is that right?

2. Did the NUCs work before?

3. Do you see any blink pattern at the power button?

4. Do you see any physical damage in the NUC?

5. Have you tried with different RAM and SSD?

Best regards,

Deivid A.

Intel Customer Support Technician

JLiu18 · ‎11-30-2022

Hi Deivid,

Please see below customer's feedback:

1. Yes, two NUC modules are components of CMA1BB, which we purchase from Intel

2. NUC is a new module, which is used on two CMA1BBs for the first time.

3. You mean the power adapter? We don't see any blink pattern

4. No physical damage is seen. It just looks old

5. The two sets of NUC modules and SSDs that have been tried to use and verified to be OK do not work properly, and those of non Intel brands have not been used.

Hope it helps.

Thanks.

Jun Liu

DeividA_Intel · ‎12-01-2022

Hello JLiu18,

Thank you for the information provided

I will proceed to check the issue internally and post back soon with more details.

Best regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎12-02-2022

Hello JLiu18,

Thanks for your patience. Based on one of your pictures, you are trying to install BIOS version 0040 and the latest one is 0070.

Can you provide or explain the steps/method that you are using to install the BIOS update?

Best regards,

Deivid A.

Intel Customer Support Technician

JLiu18 · ‎12-05-2022

Hi Deivid,

The customer said that the update steps were very complex and inconvenient to display. He has updated two BKCMA1BBs using the same method, and there is no problem with the update method.

The customer has upgraded the BIOS version from 0040 to 0068 on his good part which is not from us.

Could you help check and advise?

Thanks

Jun Liu

DeividA_Intel · ‎12-06-2022

Hello JLiu18,

Thanks for your response. I will continue with the investigation and I will get back to you as soon as possible.

Thanks for your comprehension.

Regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎12-07-2022

Hello JLiu18,

In this case, I would like to let you know that if you perform a big jump between the BIOS versions while updating could damage the NUC.

In this situation, a BIOS recovery is advised. Please, perform a BIOS recovery and let me know the result.

BIOS: https://www.intel.com/content/www/us/en/download/19701/bios-update-ebtgl357.html
Steps (BIOS Recovery by the Power Button Menu): https://downloadmirror.intel.com/747242/NUC-Elements-AptioV-UEFI-Firmware-BIOS-Update-Readme.pdf

Best regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎12-12-2022

Hello JLiu18,

After checking your thread, I would like to know if you need further assistance.

If so, please let me know.

Regards,

Deivid A.

Intel Customer Support Technician

JLiu18 · ‎12-12-2022

Hi Deivid,

We are checking with customer, no feedback yet...

Once get update, will let you know.

Thanks.

Jun Liu

JLiu18 · ‎12-13-2022

Hi Deivid,

Per customer:

For the part with flash BIOS issue, it still doesn't work after following the steps given by supplier:

1. After the power supply is connected, the indicator light displays abnormally

2. Follow the steps, the command window shows that it cannot connect

3. According to the operation steps, the software interface displays an error.

Please see attached image 4/5/6 for details.

The one that won't turn on, because it won't turn on, can't be used at all, and can't be repaired.

Please see attached image 7.

Could you help check and advise if both parts defective?

Thanks.

Jun Liu

DeividA_Intel · ‎12-14-2022

Hello JLiu18,

Thanks for the confirmation. I will proceed with the investigation and I will get back to you as soon as possible.

Thanks for your time.

Regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎12-15-2022

Hello JLiu18,

Thanks for all the details shared so far. Based on the troubleshooting steps performed, I recommend you get in contact directly with us to discuss the replacement (RMA) options.

Use the link based on your location:

US, Canada: https://www.intel.com/content/www/us/en/support/contact-support.html#@11
Europe, Middle East, and Africa: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html
Asia-Pacific: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html
Latin America: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html

Please keep in mind that this thread will no longer be monitored by Intel.

Regards,

Deivid A.

Intel Customer Support Technician