Intel NUC 12 Pro Kit NUC12WSKi7 - both USB C ports no longer working

[KP50]

Earlier in the year I purchased an Intel NUC 12 Pro Kit NUC12WSKi7 and installed Windows 11 Pro with the monitor (Eizo EV2785) being connected via USB C. So far the setup was working fine.

A few days ago I updated the Intel drivers from the product page. After a reboot the monitor did no longer work. Connecting via HDMI is working, however a simple external USB stick is also not working. I checked both USB C ports of course. 

The Intel driver support online tool, also shows that all driver are up to date. I found these two posts: post1, post2 , and followed the recommeded steps, but no success.

Any ideas?

[DeividA_Intel]

Hello KP50, 

Thank you for posting on the Intel® communities. I am sorry to know that you are having issues with the Intel® NUC 12 Pro Mini PC NUC12WSKi7.

In order to better assist you, please provide the following:  

1. Did you try to reinstall Windows as in the post that you shared?

2. What is the BIOS version installed?

3. What is the Windows 11 version and build?

4. Just to confirm, did you try a different monitor?

5. Just to confirm, did you try a different cable?

6. What is the graphics driver version installed?

Regards,  

Deivid A. 

Intel Customer Support Technician 

[KP50]

Hello @DeividA_Intel ,

thanks for the repsonse and sorry for the delay as I got the notification email only last night.

To your suggestions:

1. Did you try to reinstall Windows as in the post that you shared?
Well I thought about it, but it took many days to get all the sw pieces installed and configured, this would be my last option.

2. What is the BIOS version installed?
BIOS-Version/-Date: Intel Corp. WSADL357.0085.2022.0718.1739, 18.07.2022

3. What is the Windows 11 version and build?
Microsoft Windows 11 Pro Version 10.0.22621 Build 22621

4. Just to confirm, did you try a different monitor?
Yes, but only via HDMI as all other monitors do not support USB-C

5. Just to confirm, did you try a different cable?
Yes, different cable -> same result.

Other devices like a USB-C stick is also not working. I could not get anything to work on both USB-C ports on the back. That is why I don't think its the cable or the monitor.

6. What is the graphics driver version installed?
GFX-Win10_Win11-101.1999 that's the latest on the Intel website

Thanks
KP

[DeividA_Intel]

Hello KP50, 

Were you able to check the previous post and get the information requested? Please let me know if you need more assistance.   

Regards,  

Deivid A.  

Intel Customer Support Technician 

[DeividA_Intel]

Hello KP50, 

Thanks for the confirmation. Before we continue further, please try the following:

1. Update your BIOS to version 0087:

• BIOS: https://www.intel.com/content/www/us/en/download/739909/bios-update-wsadl357.html
• Steps (BIOS Recovery by the Power Button Menu): https://downloadmirror.intel.com/774931/NUC-AptioV-UEFI-Firmware-BIOS-Update-Readme.pdf

2. Run all the Windows optional updates.

3. Check the Thunderbolt option in BIOS:

• Press F2 during boot to enter BIOS Setup.
• Go to Advanced > Devices > Onboard Devices.
• Check that the Thunderbolt Controller is enabled.
• Press F10 to save and exit BIOS Setup.

Regards,  

Deivid A. 

Intel Customer Support Technician 

[KP50]

Hi @DeividA_Intel ,

I just updated the BIOS and checked the BIOS setting. The Thunderbolt Conrtoller is enabled.

On the Windows 11 there were no updates at all, aslo no optional ones.

Thanks

KP

[DeividA_Intel]

Hello KP50, 

Thanks for the confirmation. In order to investigate further, I will need you to provide the report from the Intel® System Support Utility (Intel® SSU):

• Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html  
• 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.  

Regards,  

Deivid A.  

Intel Customer Support Technician 

[KP50]

Hi @DeividA_Intel ,

see attached the result of the scan.

Thanks

KP

[DeividA_Intel]

Hello KP50, 

Thank you for the information provided 

I will proceed to check the issue internally and post back soon with more details. 

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[DeividA_Intel]

Hello KP50, 

In this case, the Thunderbolt driver for Windows 11 is provided by Microsoft and you have performed all the troubleshooting steps needed. At this point, the last recommendation would be to perform a clean install of the operating system.

If the issue persists, try to look for support with Microsoft about the driver or you can your with the place of purchase for replacement information.

Please keep in mind that this thread will no longer be monitored by Intel.  

Regards,  

Deivid A.  

Intel Customer Support Technician  

[KP50]

Hi @DeividA_Intel ,

now the USB-C ports are working again. Yesterday evening a fuse tripped for the room where the NUC was running. After putting the fuse back in and rebooting the NUC, both USB-C ports magically work again.

I checked attaching monitors, USB drives and all works as expected.

Best regards
KP

[Hisper]

Hi @KP50 , @DeividA_Intel 

Had the exact same problem with my NUC 11 Pro ( NUC11TNBv7) and Windows 11.

USB-C Display powered by USB and on the other USB-C port, a  generic USB hub.

All USB-C stopped working and i tried installing new drivers, rollback drivers etc.

Nothing worked!!!

Then i saw your post at took the power when the PC was running in Win11.

Surprise, surprice, both USB-C ports working again!!

I'm certain that it is and Intel "feature" and hope that they fixes this.

It cant be right that you should risk a power off in the middle of running in the operation system!!

[n_scott_pearson]

No, it isn't right. You should have performed an orderly shutdown before disconnecting power.
...S

[Hisper]

Hi@n_scott_pearson 

A couple of things i tried and didn't  mention in my first post:

I tried to shutdown and disconnect/connect the power. Did not get the USB-C working.

And i had of cause checked the USB/Thunderbolt/boot settings and made set defaults in the bios before that.  No difference.

When i tried to disconnect while the operation system was running end when it booted it came with an error: "Error: BIOS has detected unsuccessful post attempt...." and i replayed "Y" to continue.

After that the USB-C worked again.

Anyway if it happens again i will document what exactly what to do to fix it (not including, not suggest to perform a clean install of the operating system

/h