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FMart46
Beginner
479 Views

8i7HVK - Plethora of issues

Just bought this lovely NUC, but i am terrified to see that i suffer from symptoms that a lot of users also experience. I am also sad to see that there are no real, official fixes for them?!

 

LED ISSUES:

Often my skull and power-button does not turn off despite me turning off the NUC. They just stay lit. I fiddles a bit in BIOS, but it seems this is happening very random. Today this issue reached all new heights with the skull and power-button not turning on when the NUC is turned on. It really seems like this skull has a mind of it's own. To make the skull light up normally again, i have to disconnect the PSU and connect it again, and THEN my skull will light up again. This is apparently something that a LOT of Hades Canyon users experience (i see several threads both here and on Reddit), and it seems like an Intel technician did find a solution for it (The last post in this thread suggests that a solution was found and that customers with similar isues are urged to contact Intel Support https://forums.intel.com/s/question/0D50P00004RsYHzSAN/hades-canyon-issues-with-turn-offsleepled-lig...). Now, why not just post the solution? :) Anyways, i did contact Intel support, but it seems that they won't acknowledge the issue, and instead asks me to send them more data like "DXdiag" report and support report - why is that, when the issue was already addressed and fixed before? Also, i have a hard time imagining that this would be caused by DirectX since the problem ppersists when the NUC is turned off.

 

POWER SUPPLY:

When i shut down my NUC, i see a weak green light inside when i look through the honeycomb pattern on the front of the machine. So i connected the PSU to an outlet with a switch. This worked SPLENDIDLY yesterday; I shut down my NUC, turns off the outlet and the NUC turns off completely. Then i turned on the outlet, and the power-button makes a quick flash to signal "power is ok now". Then i can turn on my NUC. But this morning i want to turn on my NUC and it refuse to power up even though the outlet is on?!? I disconnect the PSU from the back of the NUC and insert it again and THEN i see the quick flash from the power-button LED, and the NUC can be powered on with the power-button once again.... how does this happen over night?!? This is very frustrating. It will be a real hassle for me to disconnect/connect PSU every time.

 

BIOS:

I experience what i would call semi-severe instabilities with BIOS, like when i enable certain stuff and then reboot, i can enter BIOS to discover that these ettings are in fact turned off - i just enabled and saved?! Howcome? This happens with settings like:

 

Power -> Secondary Power Settings -> Deep S4/S5

Power -> Secondary Power Settings -> Native ACPI OS PCIe Support

 

Maybe even more settings, but these are the ones clearest in my mind since they bugged me just minutes ago

 

.... i really, really want to love this NUC ince i am in need of a small powerful machine like this, but i am severely nervous because i would not expect errors like this from a machine of such a pricepoint. On top of that, i bought 2x16GB HyperX RAM and two Intel 660p M.2 drives, both 2TB, arranged in RAID0 striped configuration (boy, this has been an expensive adventure 😊) Please, help me!!! I am seriously nervous that this unit has hardware errors, and i really need to address this with the shop from where i bought it as fast as possible.

 

@WannerG_Intel​ Please can you assist me with these issues, or at least the skull LED issue to begin with?

0 Kudos
13 Replies
AlHill
Super User
124 Views

First, update your bios. https://downloadcenter.intel.com/download/29206?product=126143

Do not forget to F9 after you update the bios.

 

Anything you have to offer from reddit is worthless here. Let us deal with one problem at a time. And, let us not worry about what other users problems are. We are only concerned about your problems.

 

Do the bios update and report back.

 

Doc

 

FMart46
Beginner
124 Views

@Al.Hill​ The very first thing i did was to update BIOS. I actually did this even before i installed OS (Win10). I now have the "Energy star" logo on bootup (this was one of the errors addressed by the newest BIOS https://downloadmirror.intel.com/29206/eng/HN_0059_ReleaseNotes.pdf). Of course i also did several factory resets afterwards, which is kinda annoying because I have to redo the RAID setup every time.

 

Also take a look at the forum thread which i posted a link to in my initial post. Check last post where @WannerG_Intel​ states that there indeed is an issue and that it was resolved. This is from this very forum. I really wish that Intel would make the fix publically available.

 

Please be careful not to belittle other people's reports, even if they were posted on Reddit ;) Their problems are valid regardless of the media on which they post their experiences. Furthermore, i did not "offer" anything from Reddit - i merely eant to say that googling for the likes of "8i7hvk skull does not turn off" yields hits from several different forums all over the internet. It is a strong indication that there are in fact a lot of ppl experiencing the same symptoms, and that this is not an isolated case in my end. Even here on this very forum there are a good deal of threads on this LED issue.

 

I am very happy to receive answer in here, and i am more than ready to go further down the rabbithole, but BIOS update was not it 😥 What else can i do to fix my issues? And which of my 3 issues would you like for me to investigate first?

FMart46
Beginner
124 Views

On a sidenote, i ran this 5i3RYK for a few years now, and it has been flawless. It's just not powerful enough for my present needs, so this is the reason for me to upgrade and get my hands on the most powerful NUC ever produced - I absolutely love it <3 I so much want this to work out!

AlHill
Super User
124 Views

I did not "belittle" anyone. If you want to use reddit to diagnose your problems, fine. Here, we start from scratch and do our own analysis.

 

You did not mention in your first post that you had updated the bios and set defaults.

 

Doc

 

FMart46
Beginner
124 Views

Well, in all fairness, if you re-read my first post i write that i see a lot of posts on Reddit about dodgy LED skulls. Nowhere i state anything about diagnose :) In fact no one is posting a solution. This is why i came here. I see a thread here wherein an Intel technician solved this issue and this is of utmost interest to me.

 

Yes, you are right. I did not mention in my first post that i updated BIOS. It is fully updated. The M.2 drives are newest firmware also as far as i understand. Fresh win10 install. All drivers are newest versions downloaded from same URL as the BIOS update. I took great care to do it thoroughly because this is quite a bit more expensive than an "ordinary" gaming PC. Only software package i installed was the LED configuration software, which i uninstalled now, experimenting with the LED settings via BIOS instead (it is not as finegrained as the Configurator, and the rightmost LED called "programmable" in BIOS is set to blue, but still lights up green since this was the "programming" that i did with the Configurator - It also keeps it's setting to indicate WiFi connection, so no "programming" it through BIOS, i assume).

 

Please let me know if you have any more ideas besides the BIOS update. As said earlier i am very open for input. Until then i really hope to learn how this was fixed for that other guy in that other thread (link again, for consistency) https://forums.intel.com/s/question/0D50P00004RsYHzSAN/hades-canyon-issues-with-turn-offsleepled-lig...

Ronny_G_Intel
Moderator
124 Views

Hi FMart46,

 

I am really sorry to hear that you are having issues with one of our products.

After reading your comments I would recommend to reach out to our Customer Support Service either via Phone or Chat and make reference to case 4449880. Here is the "contact us" information: https://www.intel.com/content/www/us/en/support/contact-support.html#@7 It is very possible that your unit needs to be replaced and we don't process warranty over the community because we need customers personal information.

The other community that you reported <https://forums.intel.com/s/question/0D50P00004RsYHzSAN/hades-canyon-issues-with-turn-offsleepled-lig...> was also resolved by replacing the unit.

 

Regards,

Ronny G

FMart46
Beginner
124 Views

Dear @Ronny_Intel​ ,

 

Thank you for answering.

 

This situation is being handled by @AdolfoS_Intel​ and it is treated as a replacement case. Number 04448034.

I really should have followed up on this forum thread with a fresh status, my bad. Please excuse me.

Ronny_G_Intel
Moderator
124 Views

Hi FMart46,

 

No need to apologize, all good. We are here to help and I totally understand how frustrating these issues can become for our customers.

I hope the replacement unit gives you a more satisfactory experience but also feel free to reach back if you need any additional support.

 

Thanks,

Ronny G

FMart46
Beginner
124 Views

Dear Intel Support,

 

As planned, the courier picked up my NUC today. I also made a note of this in the Support Case.

..... i really miss it now :) Crossing my fingers that the replacement will arrive before Christmas.

FMart46
Beginner
124 Views

I received the replacement this evening. Wow, it really was both fast and troublefree!

Hopefully i can give it a run later tonight.

Ronny_G_Intel
Moderator
124 Views

Hi FMart46,

 

That's very good news! Please keep us posted on the results once you get the replacement unit to work.

 

Regards,

Ronny G

Wanner_G_Intel
Moderator
124 Views

Hi FMart46,

 

We would like to know if you have any updates on this issue.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

AdrianM_Intel
Moderator
124 Views

Hi FMart46,

 

We would like to know if you have any updates on this matter.

 

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

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