Display output on NUC 7i7BNH does not always recover from sleep.

[AStro4]

The graphics output on my Intel NUC 7i7BNH will sometimes not recover when the computer is woken from a sleep state. This was first noticed shortly after I got it, and I was hoping driver, BIOS or windows (10) updates should address it, but with all updated to the latest, the problem persists. The computer seems to be responding, but there is no graphics output to be able to interface and use the computer. Web searches indicate this not an uncommon condition.

[AdrianM_Intel]

Hello AStro4, 

Thank you for posting on the Intel® communities.  

To better assist you with your request, I will need to check some information about your computer. 

Please run the following tools and attach the reports generated 

1. Intel® System Support Utility (Intel® SSU) 

• Intel® SSU Download link  
• Open the application and 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". 

2. DXDIAG 

• Go to Start > Run or Windows Key + R. 
• On the Run prompt, type "dxdiag" then click OK. 
• On the DirectX Diagnostic Tool window, click on Save All Information. 
• Browse to a folder, type in a filename then click Save. 

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[AdrianM_Intel]

Hello AStro4,  

Thank you for your response.

You can try the following steps:

1- ​​​​​​If the issue occurred after any recent software, Operating System update, hardware or BIOS changes, try to undo those changes.

2- If using Windows® Operating Systems, check the Power Options on Power Options/Plan settings on Control Panel.

3- Check the Power Settings/Eco Mode on the TV/Monitor. For instructions on how to check these settings, contact the TV/Monitor manufacturer.

4- Load defaults settings in the NUC's BIOS:

a- Press F2 during boot to enter BIOS Setup.

b- Press F9 to set defaults.

c- Press F10 to save and exit BIOS.

5- If loading defaults BIOS does not help, check the power sleep states on the NUC.

Go to the BIOS and check the following settings:

a- Advanced > Devices > Onboard Devices > Auto Turn On TV> Select "From S3/S4/S5 Boot" 

TV turns on when Intel® NUC is powered on or resumes from S3/S4/S5 state.

b- Advance > Power > Secondary Power Settings (Right Section) > Deep S4/S5 > Select Disabled

Disable to allow to wake up from other methods besides the power button.

c- Advance > Power > Secondary Power Settings (Right Section) > USB S4/S5 Power > Enabled

Enable the USB Port power in S4/S5 state.

d- Advance > Power > Secondary Power Settings (Right Section) > Wake on USB from S5 > Enabled.

Enable Wake on USB from S5 state.

6. Check with the TV/monitor manufacturer for firmware updates

7. 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. This may help to diagnose if the issue is related to a particular component connected to the NUC.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[AStro4]

Adrian- After BIOS reset as noted below, (F2 then F9 then F10) the computer restarted and is stuck on bootup. From the initial "Intel NUC" screen, it displays "Preparing Automatic Repair" then "Diagnosing Your PC" then "Automatic repair could not repair your PC". It is now basically a brick. None of the options on the initial Intel NUC start-up screen respond, it just goes to the Preparing..." message. The options after it gets to the "Advanced Options" from the "Automatic Repair couldn't repair your PC" screen are useful either. They give a message of unable to complete the selected option or go to a restart and back to the boot screen.

[AdrianM_Intel]

Hello AStro4,  

Were you able to check the previous post? 

Let me know if you need more assistance. 

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[AStro4]

Adrian- I have not had a chance to go through the steps from your latest response. If I don’t get it completed tonight it will be next week before I have another chance.

[AdrianM_Intel]

Hello AStro4,  

Thank you for the update.

Hope to hear from you soon, I will be following up your case.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[AdrianM_Intel]

Hello AStro4,  

Thank you for the update.

Can you please try the following:

Go to the BIOS, click on advanced, devices, SATA, change the option chipset SATA mode to AHCI or RAID.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[AStro4]

Adrian- That had no effect, still will not boot.

[AdrianM_Intel]

Hello AStro4,

Thank you for your answer.

In this case if you see a black screen when the NUC tries to get into Windows or if it displays ''Preparing Automatic Repair'', we recommend you to reinstall Windows.

Steps:

1. Plug in the device with the Windows installation image (USB port or USB optical drive)
2. Power on the Intel NUC.
3. At the prompt during boot, press F10 to open the boot menu and select the installation drive.
4. Windows Setup starts. Follow all setup instructions.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[AdrianM_Intel]

Hello AStro4,

Were you able to check the previous post?

Let me know if you need more assistance. 

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[AdrianM_Intel]

Hello AStro4,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question. 

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel