Ghost Canyon NUC 9 Extreme KIT stuck on Intel Nuc splash screen

[Theamy]

My new Ghost Canyon that has been working smoothely for a month. The Nuc now stuck on the Intel Nuc splash page with the usual options :

• F2 to enter Setup,
• F7 to Update BIOS,
• F10 to Enter Boot Menu.

None of these options work. Just still locked on this screen for more than 5/6 minutes, then it starts the operating system [please see the attachment].

The Nuc works normally and starts the operating system quickly as soon as the power cable is unplugged  for a few seconds then replugged back in. [tested with the internal M2 DD and also with a bootable usb stick].

I also did the following tests :

• I removed every device plugged in and no change,
• I removed the memory one stick at a time and no change,
• I plugged the monitor in using HDMI instead of display port and no change,
• I tried booting to an ubuntu USB stick and am unable to boot from that,
• Flashing old bios version “QX0052“ and no change [flash was done using the function F7, using recovery method with power button and also security jumper].

Here is my hardware configuration :

• RAM : Crucial 2 x 32GB DDR4-2666 SODIMM
• DD : Crucial MX500 M.2 SATA SSD
• Running BIOS QX0054

Any help will be welcome.

Thanks!

[Maria_R_Intel]

Hello Theamy,

Thank you for posting on the Intel* Community.

With the information you provided I will proceed to check this case internally, please expect an update soon.

Best regards,

Maria R.

Intel Customer Support Technician

[Theamy]

Thank u Maria for your reply !

Can’t wait for having your final answer.

[Maria_R_Intel]

Hello Theamy,

Thank you for patiently waiting.

We were trying to replicate this behavior in our Intel* lab, but we did not get the same results.

It seems to be a problem with the NUC's bios. In this case, our recommendation is to contact our internal support directly to verify the warranty of your unit:

• U.S. and Canada: Intel Customer Support NA
• Europe, Middle East, and Africa: Intel Customer Support EMEA
• Asia-Pacific: Intel Customer Support APAC
• Latin America: Intel Customer Support LAR
• Chat: Intel Customer Support Chat

Best regards,

Maria R.

Intel Customer Support Technician

[Maria_R_Intel · Accepted solution]

Hello Theamy,

We have not heard back from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.

If you will proceed with the warranty, feel free to provide this thread as a reference.

Best regards, 

Maria R.  

Intel Customer Support Technician