Hades Canyon issues with turn off/sleep/led lights going crazy?

EOrdo1 · ‎08-10-2019

hello. Every time I turn off my Hades Canyon the led lights stay on, including the skull light. The only way they turn off is if I unplug the device.

Sometimes the opposite happens, especially after coming back from sleep; the lights do not turn back on. The way to get them back is by turning off the computer, unplugging it, and plugging it back (and then turning it on).

Another issue with coming back from sleep or switching to another video input on my screen is the resolution gets changed slightly and adjusting it in windows doesn't help. Say I start out with 4K and then you notice the image borders got a little extended and don't fit exactly the way they used to. The only way to get it back on track is by turning off the device and turning it back on.

What is going on? How can such an expensive device be so buggy?

LeonWaksman · ‎08-10-2019

We need more information about your NUC.
Please download Intel System Support Utility (SSU) . Next, please run the SSU system scan. Save the results and the xtx file with the results, please attach to your post. https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
Are you using LED Manager for Intel NUC?

Leon

EOrdo1 · ‎08-10-2019

I have it and I have barely used it. The issues happened even before I even opened that program for the first time. Later I changed the colors of the front leds and the issue persists, so LED manager seems to not have any incidence on this matter. I also only had 1 ssd, issues were there, installed a second ssd, issues still there.

attaching the text file

LeonWaksman · ‎08-10-2019

Please uninstall the LED Manager software.
Next, enter bios settings Advanced > Devices > LED Control.
Press F9 followed by "Y" to set Bios to defaults settings.
In LED Zone Controls, uncheck: ALL LED Zone Enabled and Software LED Control Enabled.
Press F10 confirmed by "Y" to save settings and exit to Windows.
Check if there is any improvement in LED functionality.

Leon

EOrdo1 · ‎08-12-2019

Thanks for the suggestion. I followed the steps as you listed them, but no change. Sometimes I turn on the computer, use it, turn it off and the leds activate and deactivate properly. Sometimes I turn it on and the leds do not come on. Sometimes I turn it on, put it to sleep, wake up, and turn off and the lights either don't come back or don't turn off. It seems really sloppy I must say. The only thing that resets the lights is unplugging the power cable when already turned off.

Wanner_G_Intel · ‎08-16-2019

Hello EOrdo1,

If you are still experiencing this issue, try these steps:

1. Load BIOS default settings one more time.

Press F2 during boot to enter BIOS Setup.

Press F9 to set defaults.

Press F10 to save and exit BIOS.

2. Install the LED Manager for Intel® NUC.

https://downloadcenter.intel.com/download/27641/NUCs-LED-Manager-for-Intel-NUC

3. Make sure the LED Manager for Intel® NUC Service is installed and running. To do that, open the Services application and make sure the LED Manager for Intel® NUC Service is running.

Start > Type Services > Select the LED Manager for Intel® NUC Service > Stop and Start.

4. Then, launch the User Interface and delete any Saved Profile (If any).

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

Wanner_G_Intel · ‎08-21-2019

Hello EOrdo1,

Were you able to check the steps recommended?

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

EOrdo1 · ‎08-22-2019

hello, I've been testing it the last couple of days. sorry but your suggestion did not help. the issue persists.

this thread on reddit seems to offer a hint though https://www.reddit.com/r/intelnuc/comments/8nmb79/led_issues_with_the_hades_canyon/

Wanner_G_Intel · ‎08-22-2019

Hello EOrdo1,

Please go to BIOS > Advanced >Devices > LED Control > Take a picture and attach it to this thread.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

EOrdo1 · ‎08-22-2019

here you go, this is what it looks like after following your steps.

Wanner_G_Intel · ‎08-22-2019

Hello EOrdo1,

Thank you for attaching the picture requested.

We will attempt to replicate this behavior in-house to gather more information. We will update this thread soon.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

Wanner_G_Intel · ‎08-23-2019

Hello EOrdo1,

We could not replicate the behavior reported on this thread using the following system configuration:

Intel® NUC Kit NUC8i7HVK

BIOS 0058

LED Manager for Intel® NUC Version: 1.2.2 or without using this tool.

https://downloadcenter.intel.com/download/27641/NUCs-LED-Manager-for-Intel-NUC

In this scenario, we recommend:

1. Performing a system restore or a clean installation of the operating system in case of corruption.

2. If the issue persists, then our recommendation is that you can contact the Intel Customer Support in your region to replace the unit.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

EOrdo1 · ‎08-23-2019

Thanks I will try that then and will report here if the fresh OS install doesn’t help.

Wanner_G_Intel · ‎08-23-2019

Hello EOrdo1,

Thank you for taking your time to perform these steps. As soon as you have any updates, please let us know.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

Wanner_G_Intel · ‎08-28-2019

Hello EOrdo1,

Were you able to perform the steps recommended?

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

EOrdo1 · ‎08-28-2019

hello. let me say one thing, reinstalling Windows from scratch on this device was beyond painful. the computer does not boot from a windows bootable image in a usb stick, even if you disable secure boot. I have seen other threads here discussing this issue as well as other threads in other websites, and found a tip about how to get the computer to boot from USB to perform a clean install of windows. that wasn't enough, I also had to format the hard drive and use DOS commands to make windows create an EFI partition for the ssd with the fresh install of windows.

having said that, it seems like the lights are functioning properly now. I have NOT installed the led manager software, so I don't know if that can be an issue.

the other matter where the computer would not output video after wake up from sleep (another case where the lights would malfunction) or the contrast ratio would be off (issue with LG screens, just set the contrast ratio "just scan" to on instead of auto) is also resolved.

my computer originally came with an intel brand SSD with an OEM partition besides the EFI and backup partition. I did not use that SSD for this. I used a samsung SSD to do everything from scratch. I also deleted the EFI partition on the intel ssd and I left that one in as extra storage only. I notice bootup time is a little slower now, but besides that things seem normal for the time being.

LeonWaksman · ‎08-29-2019

Hi @EOrdo1 ,

I read your last post and I don't agree with your assumptions. I have installed Windows 10 on many PC computers (including different NUC8i7HVK). Installing Windows 10 on Hades Canyon is very easy task and should take about 15 minutes. NUC8i7HVK (so all the other NUCs) are booting from Windows 10 installation USB. The installation media should have EFI partition. The easiest method to prepare installation media is to use Microsoft Media Creation Tool. Follow the next step to correctly and easy install Windows 10 on your computer.
Please prepare your installation media (you need 8GB or greater USB stick), using Microsoft Media Creation Tool: https://go.microsoft.com/fwlink/?LinkId=691209
Your bios should be set to default settings. Enter bios (press F2 during boot) and then press F9 (Y) to set defaults and F10 (Y) to save settings and exit.
With the installation media inserted into slot, power ON your NUC and press F10 to get Boot Menu.
In this menu, choose UEFI option of you Installation media.
Follow this tutorial to continue with installation https://www.tenforums.com/tutorials/1950-clean-install-windows-10-a.html
In para. 7 you may enter Product Key from the Microsoft Distribution you bought.
Skip on para. 12 and continue in para. 13. Important, do not format drive where you want to install Windows, rather delete all existing partitions from this drive, till you see one unallocated space.
Press Next and continue with the installation. The process will end in 15 minutes.
I don't know what is the problem with your original installation. Their must be something wrong. Any way, you should not delete the EFI partition.

Leon

EOrdo1 · ‎08-29-2019

I don't like the tone of your reply. You seem to be assuming I have not installed windows on a computer before and you seem to be plainly ignoring what I said. please reread my post and think about what I wrote first.

I said I had to find a tip about how to get the hades canyon to boot from the usb drive but I did not mention which tip it was. The trick was to have 2 EFI partitions on the USB drive. If you google this issue you will find several links talking about it. The EFI partition I deleted was on the 2nd ssd after having installed Windows normally on the 1st ssd, after jumping through all the hoops. Again, reading comprehension man.

Sometimes people say only specific USB ports on the hades canyon work for USB boot up, sometimes they clone the efi partition on the usb stick, so on and so forth. Bottomline is Hades Canyon is a buggy device, there is no denying that. Maybe you have been lucky and haven't faced this issue but others have, so please don't just assume you are right on the get go and control the urge to lecture us here, ok? https://www.reddit.com/r/intelnuc/comments/90p8yc/nuc8i7hvk_cant_boot_official_windows_10_usb_stick/ https://forums.intel.com/s/question/0D50P00004AR1MKSA1/nuc8i7hvk-usb-efi-and-a-bootable-device-has-not-been-detected?language=en_US

finally, you have posted in these forums regarding this very same issue, you are mentioned in the second link I posted here. wtf man?

Wanner_G_Intel · ‎08-29-2019

Hello EOrdo1,

Thank you for your response and feedback.

Based on the steps taken to resolve these problems, we can conclude that the issues you were having were caused by the OS. This could have started after a Windows* update, which usually causes a few issues. For this reason, a system restore or clean install seemed to be the recommended solutions.

As you were saying, the USB issues reported could be caused by the BIOS, the USB port, the Windows image, or even the USB thumb drive. We will continue working on these issues reported.

Since the original issues were resolved, we will close this inquiry. If you are experiencing other issues, please post a new question. We will be glad to assist you.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel