3x NUC11PAHi3 with monitor problems and shutting down issues

[Desk4u]

Dear support,

I have 3x NUC11PAHi3 with monitor problems and shutting down issues.

Two of the NUC’s have each two monitors connected (HDMI an DisplayPort) and have windows 11 on it, 3d NUC has Windows 10 and one monitor via HDMI.

Problem with two monitors connected NUC’s that when NUC shuts down the power button on the device remains on, so in order to boot the computer next time you need to hold power on button for 10 sec to shut it off first and then you can power it on or just disconnect the power cable.

Second issue with all 3 devices is that when monitors go to sleep after like 10 minutes inactivity it won’t back on any more. NUC itself is on and active but monitor get no signal. I temporary solved this issue by turning off the screen sleep mode, but I don’t think it’s a good solution.

On all 3 NUC’s drivers, bios and windows updates are all up to date. I also tried to install windows 10 in stead of 11 but the exact problem remains.

Please help!  

[ITWFO]

Hi,

I am having the same problems. Did you already have a solution?

Thanks.

[Desk4u]

Hi,

No solution yet. Hoping someone can help me here.

[David_G_Intel]

Hello @Desk4u

Thank you for posting on the Intel️® communities. Please share with us the following information:

• Did the NUCs work properly at any point before?
• Monitor models
• Intel® System Support Utility (Intel® SSU) results of one of the NUCs 
  • Download the Intel SSU https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 
  • Open the application and select "Everything" click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".  
  • Click on the menu where it says "Summary" to change to "Detailed View".  
  • To save your scan, click on "Next", then "Save".  

Regards, 

David G 

Intel Customer Support Technician 

[Desk4u]

Hi,

- Nuc's are new, so no they didn't work properly before.

- Monitors are Samsung LF24T450FQRXEN

- I ran SSU tool, see attachment

Regards,

Anton

[LeonWaksman]

Hi @Desk4u 

I can see that you have the latest BIOS 0041 installed. Did performed this update using BIOS Recovery with the Security Jumper removed method? If not, I suggest that you should try this update (please read the Release Notes Known Errata:
• Please use jumper recovery to update ME settings.). I'm not sure if this will solve your problem, but is worth to try. 

Leon

[Desk4u]

Hi Leon,

Thanks for your sugesstion. I didn't do BIOS 0041 update, it came already up-to-date out of the box. Do you think I need to do jumper recovery afterwards? 

Anton

[LeonWaksman]

Hi Anton,

It is hard to say. I'm assuming that since you got new NUC with BIOS updated, it was flashed using the correct method (i.e. Recovery with jumper). Any way is up to you to try the recovery again.

In this forum I saw many different complains on the Panther NUC, related to the Modern Standby  Mode (witch is the default Sleep Mode for this NUC).  Since you can't change the Sleep Mode in BIOS any more, you may disable the Modern Standby by adding a flag into registry as described in Microsoft Document (i.e. you should execute in Command Prompt (Admin) the following command: 

reg add HKLM\System\CurrentControlSet\Control\Power /v PlatformAoAcOverride /t REG_DWORD /d 0

if this will not help, you may restore back the Modern Standby:

reg delete  "HKLM\System\CurrentControlSet\Control\Power" /v PlatformAoAcOverride

Leon

[Desk4u]

Hi Leon,

Thanks! I'll try that tomorrow!

This modern stand by mode is for disabling monitors going to sleep or is that power off led button fix?

Thanks!

Anton

[LeonWaksman]

Hi Anton,

I'm not sure if disabling the Modern Standby Mode will fix either  of the both problems. You are describing a phenomena that I'm seeing first time in this forum. I'm trying to help you to best of my knowledge. Since this problem exists in three new NUCs, I assume that this is not a hardware problem. If I was you, I would start with BIOS Recovery with the Secure Jumper Removed and than the next thing I would try, is disabling the Modern Standby.

Leon

[David_G_Intel]

Were you able to check the previous posts?  

Let us know if you still need assistance.  

Best regards,  

David G.  

Intel Customer Support Technician 

[Desk4u]

Hi,

I have tried reg key for changing Modern Standby  Mode as Leon suggested. Also checked firmware on Samsung SSD, I thought it also could be a problem  but ssd firmware was also up to date.

Those didn't helped. So next move is to try BIOS recovery with Jumper removed. Therefor I need to visit the customer, and preform the task onsite. But covid got in the way so I'm stuck in quarantine for now. Hoping next week I be clear.

So did you find anything in the SSU logs? Any other suggestions? Powering off is the biggest issue, because customer has to manually remove power from the NUC to be able to shut it off. 

Regards,

Anton

[ITWFO]

Hey,

We've tried that. The process was succesful but the results remained the same.

Our NUCs don't have the problem when we connect them to JUST the displayport (right now have it hooked it with a converter from display->HDMI and that works). But like you, 2 of my NUC's at the moment have a problem because they run on dual screen, so we HAVE to use the HDMI port.

Judging from your username @Desk4u - are you located in The Netherlands and do you reckon we might have bought the NUC's at the same shop (AZERTY)? Perhaps theyv been delivered a bad batch of NUCs?

[Desk4u]

Yes, I bought them at Azerty!

I thought I didn't have any issuses with 1 screen connected when I installed them. But after setting it up at the customer site with two monitors we got the issues.

[ITWFO]

Best solution Intel gave me was:
'we don't have components in stock to send a new NUC, would you like a refund?'

Writing to Azerty now to see if its a known problem and if they have a possible solution.

[EdwinPouwel]

Hi, may I ask what the resolution is were you running your monitors on? And how much ram are you using? Sorry for asking it will not solve your issue but I run in a problem that my second hdmi output can do 1920x1080 max. While my first hdmy can 2560x1440. Hope you can help me.

best regards,

Edwin

[Desk4u]

Hi Edwin,

Both monitors running on 1920x1080 with 8GB RAM.

You should get higher resolution on HDMI, maybe drivers/firmware problem? 

Anton

[David_G_Intel]

@Desk4u I will send you an e-mail to the e-mail address associated with your community profile requesting some information that might be considered sensitive. 

Regards, 

David G 

Intel Customer Support Technician 

[EdwinPouwel]

Many thanks.

best regards,

Edwin

[charliezhang]

Hi, I met the same issue here after I updated the display driver to 30.x. When I roll back the driver version back to 27.20.100.9415 the problem was solved. 

[michael06]

Could you give me a link to the driver version 27.20.100.9415 ?