Chronic sleep problem with Nuc10i5fnb

[JSL38]

My  two month old10i5fnb cannot go to sleep. The screen will go dark but the computer continues to run and emit the Device Disconnect/Device Connect sounds. It will cycle through those sounds for hours if I don't elect the hibernate option, which works fine.  I have fetched the Bios Update FNCML357 and used the technique of removing yellow jumper that unlocks the bios. I disconnected the 1tb Adata secondary drive and kept the Intel 256gb M2 sata drive in place. I would like a suggestion on what to try next. 

[AndrewG_Intel · Accepted solution]

Hello JSL38

Thank you for posting on the Intel® communities.

In order to check this further, could you please provide the following information?

1. Did the behavior start since the very first day that you have the Intel® NUC? Or was this triggered after any recent change? (e.g.: Driver updates, Software installation/updates, or Windows updates?).
2. Are you able to test with another display to see if the behavior is the same?
3. Does the issue happen if you leave Windows® to automatically go into Sleep mode? Or does it happen if you manually send it to Sleep from the "Power User Menu"? (Press Win + X to open the Power User Menu >> Shut down or sign out >> Sleep).
4. Have you checked "Windows® Power & Sleep" settings and "Additional power" settings to make sure the options are properly configured with a specific timeframe?
5. Check the power settings on the display or monitor. For instance, Power Settings/Eco Mode or similar on the TV/Monitor. For instructions on how to check these settings, contact the TV/Monitor manufacturer.
6. Have you checked if there is any software or service running (maybe in the background) that is not allowing the PC to go into Sleep mode?

Also, please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread 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.

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

Best regards,

Andrew G.

Intel Customer Support Technician

[JSL38]

I am happy to report that your monitor suggestion was spot on. When the computer tried to go into the sleep state, the Nec EA244WMi  24" monitor was apparently sending feedback that interrupted the onset of sleep. Further confirmation is provided by the fact that I was using a NUC 5i7ryb with this same monitor and was getting the same sleep problem. When I moved it 2 months ago to another station with the Dell monitor, the problem went away. I thought it was due to a driver change, but apparently not. My current workaround the problem is to manually turn the monitor off. Sleep is a lot more convenient than hibernation, so this is a real improvement. Thanks for the thorough diagnosis. I attach my sysinfo in case you think of something else to tweak. I will look around for an alternative driver for the monitor. Current one is a PNP 10.0.19041.488 from Microsoft, 2006.

[AndrewG_Intel]

Hello JSL38

Thank you for your response.

After checking the report, we noticed that your Intel® NUC NUC10i5FNH is running BIOS version 0039 and Graphics driver 26.20.100.8141. There are newer updates available for BIOS (0046) and Graphics (27.20.100.8681) in this link in case you want to update: https://downloadcenter.intel.com/product/189239/intel-nuc-10-performance-kit-nuc10i5fnh

However, as you pointed out, chances are this could be an issue related to the monitor if this was actually happening before with the same monitor and with a different Intel® NUC model (NUC5i7RYB), which has a different CPU, a different Graphics engine, and use different driver packages. Your next proposed step about looking for a driver for the monitor is actually a good idea.

If you have another monitor handy to test, and the issue is not present using a different monitor, this would lead to considering the behavior is related to the monitor Nec* EA244WMi 24. If that is the case, we would recommend reporting this to the monitor manufacturer for further assistance and debugging from their side.

If you have additional concerns, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello @JSL38

We are checking this thread and we would like to know if you need further assistance or if we can consider this thread is Solved since our first answer was selected as "Solution".

If you have additional concerns, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[JSL38]

So far as Intel is concerned, I think this problem is solved. The problem is some kind of feedback from the monitor that is interpreted by the Nuc as user interruption of the sleep state. I appreciate the diligent analysis and helpful suggestions.

John

[AndrewG_Intel]

Thank you for your response @JSL38 

We will proceed to close this thread now but if you need any additional information, please submit a new question as this thread will no longer being monitored. It has been a pleasure to assist you

Best regards,

Andrew G.

Intel Customer Support Technician