Can't wake up from sleep

[BruceL]

Model: NUC10I7FNH.
In bios settings: Modern Standby selected, LED color amber breathing for Modern Standby while blue solid for normal running. M.2 Nvme SSD installed.
Problem: when click sleep in windows 10 OS, the light doesn't change to amber breathing until about 40 minutes later (the time needed to turn amber breathing varies depending on whatever reason I don't know. During this period before changes to amber breathing, wake up has no problem). After it turns amber breathing, if I try to wake it up soon enough - no problem, but if I try to wake it up after about 10 minutes after the LED color changes, it doesn't work except the cpu fan speeds up spinning, I have to unplug and plug the power to restart it. It seems the wake up of the SSD fails which blocks the device completely. Because of this doubt, I changed to another M.2 SSD which is SATA protocol, installed exactly the same OS and drivers and softwares, the problem gone.
It seems very clear to me that some bugs existing in the bios or chipset driver which fails activating the Nvme SSD from real Modern Standby sleeping while no problem on the SATA M.2 SSD even the LED color change happens very soon after I click sleep in the OS when using SATA M.2 SSD.
I don't know if it happens to other model of M.2 Nvme SSD since I don't have another one to test. The one I use is Lexar NM610 1TB model. It has no any problem when normal boot and in normal use, so I don't think it's faulty.
Another problem is I have an egpu connected to the TB3 port, but I have only one monitor. I want to connect it to the egpu for all time, which doesn't show anything when POST so that no way to enter bios settings if needed, neither anything shown before entering the desktop after user account password input, during boot up. The problem persists even after logged in to the the system, because it still thinks I have a monitor connected to the hdmi port on the back panel of the NUC which I don't have. This problem makes it use my monitor as the second display and I have no way to change the settings when it shows all the windows on the first one which is not existing. The integrated gpu or the driver has big problem detecting the connection status of the hdmi port.
I have the latest version of hdmi firmware flashed and all driver software on the latest version by the date of 17th Oct. 2020.
Please do something on these two problems. The 10I7FNH has been selling for about 1 year already. I don't know why so serious problems still existing.

[AndrewG_Intel]

Hello BruceL

Thank you for posting on the Intel® communities. We will focus on the "wake up from sleep" issue.

Please kindly review the following recommendations in case you haven't tried yet:

1. Check the Power Settings/Eco Mode on the TV/Monitor. For instructions on how to check these settings, contact the TV/Monitor manufacturer.
2. Load defaults settings in the NUC's BIOS:
   1. Press F2 during boot to enter BIOS Setup.
   2. Press F9 to set defaults.
   3. Press F10 to save and exit BIOS.
3. Check correct voltage memory: Use the correct voltage memory modules for your Intel NUC. To find the memory requirement for your Intel NUC, go to System Memory Information for Intel® NUC Products
4. Check with the TV/monitor manufacturer for firmware updates that might help to solve the issue.

If the issue persists, please provide the following information:

1- Did "wake up from sleep" work fine before? If yes, was any recent software update, Operating System update, or hardware or BIOS change?

2- SATA M.2 SSD brand and model that is working fine with "wake up from sleep"

3- TV brand, model, and part number:

4- Are you using a straight-through connection with a single cable? For instance, HDMI-to-HDMI.

5- You mentioned the issue happens when you click on "sleep on Windows® OS". Does the issue happen if you leave Windows® going to sleep mode automatically due to some timeframe set?

6- Intel® System Support Utility (Intel® SSU) report to gather more details about your system.

• Download the Intel® SSU and save the application on your computer: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
• Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
• To save your scan, click Next and click Save.

To attach a file, you must click the “Attach” option on the bottom left-hand corner of the response box.

Note: Regarding the issue with the eGPU, it is normal behavior No POST screen on the first boot after a power cycle when an eGPU is connected. During the first boot, BIOS is not able to enumerate the eGPU at post stage yet, the eGPU needs to wait until the eGPU driver takes over when system boots into OS stage. After the eGPU driver is enumerated, the system is able to identify there is an eGPU attached to the thunderbolt port. Therefore, at the second re-start/boot the NUC will set the primary display to the eGPU path. This is the reason why users will not see the POST screen during the first boot. It is not a bug. However, if you consider this is not the behavior you are experiencing, we recommend posting another question (creating a new thread) regarding the eGPU problems. This will allow us to focus on one issue at a time. Thank you for your understanding.

Best regards,

Andrew G.

Intel Customer Support Technician

[BruceL]

Dear Andrew,

Thank you for your attention! Please see my reply in below.

1- Did "wake up from sleep" work fine before? If yes, was any recent software update, Operating System update, or hardware or BIOS change?

The PC is brand new. I don’t know if it works on older version bios.

2- SATA M.2 SSD brand and model that is working fine with "wake up from sleep"

Western Digital  WDS100T2B0B

3- TV brand, model, and part number:

sony kdl-40r355b, Only change the SSD be different.

4- Are you using a straight-through connection with a single cable? For instance, HDMI-to-HDMI.

Yes, Only change the SSD be different.

5- You mentioned the issue happens when you click on "sleep on Windows® OS". Does the issue happen if you leave Windows® going to sleep mode automatically due to some timeframe set?

The same. No difference.

6- Intel® System Support Utility (Intel® SSU) report to gather more details about your system.

See attached file please.

[BruceL]

Please see my previous reply for answers. Just to mention that I disabled the CEC option in bios, because I don’t want it to power on or off the TV when the PC changes its power status. This option should have no impact to the connection status detection since they are completely different things.

[AndrewG_Intel]

Hello BruceL

We are checking this thread and we would like to know if you need further assistance. Please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello BruceL

Thank you for your response.

Could you please go to the BIOS and verify the following BIOS settings and adjust them as required?

1. Advanced > Devices > Onboard Devices > Auto Turn On TV> Select "From S3/S4/S5 Boot" 
2. Power > Secondary Power Settings > Deep S4/S5 > Select Disabled
3. Power > Secondary Power Settings > USB S4/S5 Power > Select Enabled
4. Check if under "Advanced USB" or "Power > Secondary Power Settings" you see an option like Wake on USB from S5. If yes, select Enabled.

We understand that an interesting factor here is when switching the drive from NVMe to SSD; however, just to exhaust all possibilities, please test the NUC with minimal configuration by removing all non-necessary components like USB devices, external hard drives, adapters and use only wired mouse and keyboard.

Please let us know the outcome.

Best regards

Andrew G.

Intel Customer Support Technician

[BruceL]

Dear Andrew,

For the answers:
Advanced > Devices > Onboard Devices > Auto Turn On TV> Select "From S3/S4/S5 Boot"
-This setting requires CEC to be activated, like I said, I don't want it to be activated and it should have no impact to the connection status detection. However, I have tested it again as you requested, the result is no difference, after the configuration change, after booted into windows I unplug the HDMI cable and plug it to my egpu HDMI port, still showing as the 2nd screen.

Power > Secondary Power Settings > Deep S4/S5 > Select Disabled
-always in disable since I use CIR to turn it on.

Power > Secondary Power Settings > USB S4/S5 Power > Select Enabled
-the wake up failure problem doesn't refer to wake up from usb device only, the same even if I press the physical power button on the front panel or use CIR remote. I don't want the usb power to be on when in sleep or device off. However, I tested as you requested, no difference to the wake up failure problem.

Check if under "Advanced USB" or "Power > Secondary Power Settings" you see an option like Wake on USB from S5. If yes, select Enabled.
-tested, no difference. I am reporting problem of S0ix not S5.

please test the NUC with minimal configuration by removing all non-necessary components like USB devices, external hard drives, adapters and use only wired mouse and keyboard.
- tested again, did also before I reported the issue. No difference. Only the keyboard and mouse and the TB3 egpu enclosure.

In my opinion, both problems are something wrong in the bios program.

[AndrewG_Intel]

Hello @BruceL

We would like to know if you were able to review our previous post. Please do not hesitate to contact us back if you have additional inquiries.

Best regards,

Andrew G.

Intel Customer Support Technician

[BruceL]

To be more clear, I thought the hdmi problem maybe because the gpu driver problem in windows, so I turn off the device, plug the cable only in the egpu hdmi port, power it on. Like I reported, nothing showing during the POST. I blindly login to windows, it shows as the 2nd screen. So it is clear to me that this is not about the driver program.

[AndrewG_Intel]

Hello BruceL

Thank you very much for your response and all the details provided. Please allow us to check this further and we will be posting back in the thread as soon as more information is available.

Best regards,

Andrew G.

Intel Customer Support Technician

[Johnbelley]

Sleeps function is controlled by the bios so you should check if your bios is updated or not and other setting relate to power option. It would be something like "Waking up from sleep" or some other choice on your board.

[BruceL]

Some new tests. I disconnected the egpu, connected a usb hub with hdmi port on it to the tb3 port, when I shift the monitor between the two hdmi ports (when the ports are all managed by the UHD 630), the system detects my monitor correctly. It seems the egpu's nvidia driver takes over the control of my hdmi port on the back panel when I have the egpu connected and it thinks the back panel port has always a monitor connected. Is it possible? the port on the back panel can be directly connected to the egpu bypass the internal gpu? if this is the reason, it is a problem of the bios or the driver of UHD630 or the problem of GTX graphic card from Nvidia?

For the problem of wake up from modern standby still no change.

[BruceL]

Dear Andrew,

For your information, recently I modified the bios setting (advance -> video) of the first display option to be "auto" which makes the hdmi detection problem mitigated. Now in Windows, I can unplug the hdmi cable and connect it to the egpu with no problem. The only issue I have now is that during the device boot, I need to connect it to the port on the back panel first in order to see the log in screen of windows (in any case it can only be displayed on the first hdmi interface except disabling the UHD 630 in the device manager and leave only the egpu available).

The previous setting with problem was the first display of POST on "thunderbolt", and the second display on "HDMI" (mirrored when no driver loaded like during POST?). This caused the hdmi detection problem in windows (driver loaded).

I tried also to set it as the first display of "thunderbolt" and the second display of "none", also without problem for the connection detection in windows. However, this setting still shows the POST screen on both the integrated port and the egpu hdmi port (mirrored) as well as the windows log in screen showing on the first port on the back panel only. I don't know what difference it makes between "Auto", "HDMI" and "Thunderbolt" for the first display and leaving the second on "none".

It seems this setting option in bios has no function except causing problem of connection detection in certain case. What I want is to show everything on the egpu hdmi and shows the second screen on the integrated port depending on whether there is any monitor connected to it.

[AndrewG_Intel]

Hello @BruceL

Thank you for your patience and efforts in this matter.

We have received your feedback via internal email regarding the outcome of the test with the HDMI® firmware. Since the issue persists after all the troubleshooting performed and after testing with an HDMI® firmware update, and considering we haven't been able to replicate this issue, at this point our recommendation is to reach out to Intel® Customer Support through phone or chat and review warranty availability for your Intel® NUC.

Here is the "Contact us link": https://www.intel.com/content/www/us/en/support/contact-support.html#@7

Please make sure to select your country or region, to contact us within your local business Support hours, and to make reference to this thread.

Having said that, we will proceed to close this inquiry now. If you need any additional information, please submit a new question as this thread will no longer be monitored. It has been a pleasure to assist you.

Sincerely,

Andrew G.

Intel Customer Support Technician