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Half of our NUC's go dead every Monday

ShaneFarris
Beginner
384 Views

Hi, we purchased multiple NUC10i3FNKN units, and configured them all identically with one RAM stick, an SSD, Win 10, and an EPSON scanner. Every Monday morning, half of them are offline, displaying "A bootable device has not been detected." When we power them down, and then power them back up, using the power button, they boot just fine. This has been going on since we first bought them, but only with half of our units. Can you please advise how we can correct this? Thank you.

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5 Replies
ShaneFarris
Beginner
373 Views

Per Event Viewer on one of the malfunctioning NUC's, the system unexpectedly shut down Sat morning at 10:15 AM, with no accompanying error message (see attached pic).  Prior to shutdown, there were multiple warning log entries stating that the network link is disconnected. The system continued to log this warning message for 23 minutes after the initial unexpected shutdown began, before finally going silent (same pic). If there's something else you'd like to see, please advise. Thank you. 

Alberto_R_Intel
Moderator
339 Views

ShaneFarris, Thank you for posting in the Intel® Communities Support.

 

In order for us to provide the most accurate assistance on this matter, we just wanted to confirm a few details about your system:

How many units are showing this problem?

Are those new Intel® NUCs?

When did you purchase them? (For Warranty Purposes)

Did you make any recent hardware/software changes on those Intel® NUCs that might cause this problem?

You mentioned "configured them all identically", are they using the same SSD model compared to the Intel® NUCs that are working properly?

What is the model of the SSD installed on the units that are affected?

Does the problem happen at home or in the work environment? (For Troubleshooting Purposes)

If it is in a work environment, what is the service that the Intel® NUCs are providing?

Please attach the SSU report from one of the affected units, so we can verify further details about the components in that platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

 

Any questions, please let me know.

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

ShaneFarris
Beginner
234 Views

Hi Albert, thanks for your reply. Here are the answers to your questions:

 

How many units are showing this problem? Now 3 out of 4. We have four others that we have not investigated yet. 

Are those new Intel® NUCs? Yes, brand new. 

When did you purchase them? (For Warranty Purposes) About 3 months ago.

Did you make any recent hardware/software changes on those Intel® NUCs that might cause this problem? No, they've not been adjusted since we initially assembled them.

You mentioned "configured them all identically", are they using the same SSD model compared to the Intel® NUCs that are working properly? Yes, all NUC's have identical components. 

What is the model of the SSD installed on the units that are affected? All four of them have a brand new 250 GB NV1 PCIe NVMe M.2 SSD, and a brand new Kingston 4 GB ram stick. 

Does the problem happen at home or in the work environment? (For Troubleshooting Purposes) At work.

If it is in a work environment, what is the service that the Intel® NUCs are providing? We intend for these to be used as kiosk stations, but they've not yet been deployed. They just sit on my desk. 

Please attach the SSU report from one of the affected units, so we can verify further details about the components in that platform, check all the options in the report including the one that says "3rd party software logs": Attached.

 

It may be worth noting that at least one of the malfunctioning NUC's is having difficulty with the network adapters going into RTD3. We get this series of messages about 100 times/day:

 

Event 7025 - Dump after return from D3 before cmd

Event 7026 - Dump after return from D3 after cmd

Event 27 - Intel(R) Ethernet Connection (10) I219-V. Network link is disconnected.

 

We have not solved this issue, either. 

 

We confirmed the speed & duplex settings of the network adapters are set to auto-negotiate.

 

We tried to disable the "Allow the computer to turn off this device to save power" network adapter setting, but the Power Management Tab does not appear in Device Manager.

 

We also tried running this command, to enable USB Selective Suspend Settings: powercfg -attributes 2a737441-1930-4402-8d77-b2bebba308a3 48e6b7a6-50f5-4782-a5d4-53bb8f07e226 -ATTRIB_HIDE

 

We also set the MIMO Power Save option to No SMPS.

 

We also disabled both Energy Efficient Ethernet, and Ultra Low Power Mode. 

 

None of that helped. We appreciate any advice you can provide for both issues. 

 

Thank you!

Alberto_R_Intel
Moderator
217 Views

Hi ShaneFarris, You are very welcome, thank you very much for providing that information and the SSU report.


Based on the SSU report, we can confirm that BIOS version 0056, which is the latest one, is currently installed on the device as well as the drivers. Also, all the components, including SSD and memory RAM, are properly recognized/detected and they seem to be working properly.


So, we will do further research on this matter to try to find a possible solution to this scenario, as soon as get any updates I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician



Alberto_R_Intel
Moderator
163 Views

Hello ShaneFarris, I just received an update on this matter.


After reviewing the case we recommend to try the following:


  • Ensure the systems are located in an adequate place with proper ventilation
  • Ensure Intel Driver and Firmware are updated
  • Make sure Windows* is running the latest updates


If after trying those troubleshooting steps the issue persists, then please get in contact directly with your local Intel® support department making reference to this community thread, so we can replace a couple of units and check the outcome:


Chat support:

http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat


For phone support, depending on your location, you will see the contact information on the links below:

EMEA contact information: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html

APAC contact information: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html

LAR contact information: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html

North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).


Any questions, please let me know.


Regards,

Alberto R



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