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JWeis11
Beginner
808 Views

Intel NUC is randomly freezing for 1 second every now and then in normal operation of the PC. I move the mouse around typing or clicking on buttons and it'll stutter/pause for 1 second and then continue.

-I've checked CPU & RAM usage. Both are low & there is no CPU spike when this happens.

-I've tried uninstalling and reinstalling Intel HD & AMD graphical drivers

-It's a relatively new PC with not much software installed but I've run multiple virus scans anyway

-The pause affects audio input and video. Video will stutter. Mouse will stutter. If I'm on a call my microphone cuts off briefly.

-I've used "Intel Driver & Support Assistant" to make sure all drivers and firmware is up to date, including the BIOS.

 

 

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27 Replies
Leonardo_C_Intel
Moderator
205 Views

Hello JWeis11

 

Thank you for posting in the Intel Community.

 

·        What is the model of your Intel® NUC?

·        From the detail that you have provided this behavior happens randomly or is there any specific trigger to this behavior? 

 

·        Please attach to this thread the TXT file the Intel® System Support Utility will generate: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

·        Steps to save the report:

1-   Run the utility.

2-   Click on “Scan” to get the scanned system.

3-   Once the scan is complete click on “next”.

4-   Use the “save” option, save the report to your desktop.

5-   To attach a file, you must click the “Attach” option on the bottom left-hand corner of the response box.

 

 

Hope this helps.

 

Regards,

Leonardo C.                        

Intel Customer Support Technician

Under Contract to Intel Corporation

n_scott_pearson
Super User Retired Employee
205 Views

I have seen these "pauses" before and I believe that this is as a result of networking software issues. Here is a process you can try (sorry, you cannot do this via IDSA):

 

  1. Access the Intel Download Center and download the Ethernet, Wireless and Bluetooth driver packages and save them somewhere on your machine (your desktop is best).
  2. Disable Internet access. Unplug Ethernet cable and/or disable Wireless access.
  3. From Apps and Features, uninstall these three packages.
  4. Reboot, keeping Internet access disabled.
  5. Important: perform steps 6, 7 and 8 in this order.
  6. Install Ethernet package (do not reboot if prompted).
  7. Install Bluetooth package (do not reboot if prompted).
  8. Install Wireless package.
  9. Reboot.
  10. Enable Internet access.
  11. Force Windows Update to look for and update anything identified.
  12. Test for the "pauses".

 

Hope this helps,

...S

JWeis11
Beginner
205 Views

attached

JWeis11
Beginner
205 Views

thanks. I couldn't find the 'wireless driver' in apps & features. I tried installing it but it just shows a little graphical display then shuts itself. I tried removing all the networking drivers and its the same/.

n_scott_pearson
Super User Retired Employee
205 Views

The Wireless package will appear as "Intel® PROSet/Wireless Software".

The Bluetooth package will appear as "Intel(R) Wireless Bluetooth(R)".

The Ethernet package will appear as "Intel(R) Network Connections xx.x.x.x" (includes version string).

 

...S

LeonWaksman
Super User
205 Views

I checked my NUC8i7HVK how are the drivers appearing. In the Apps and Features I can't see any  "Intel® PROSet/Wireless Software" driver neither. Only  "Intel(R) Wireless Bluetooth(R)" and "Intel(R) Network Connection 23.5.2.0" are listed. However in Device Manager , in the Network adapters section I can see the four adapters: Bluetooth Device (Personal Area Network), Intel(R) Dual Band Wireless-AC8265 and Intel(R) Ethernet Connection (2) I219- LM and Intel(R) I210 Gigabit Network Connection.

I confirm @JWeis11 observation regarding small icon seen during Wireless Driver installation.

@JWeis11​ , please connect your network cable to the other Ethernet port (i.e to I219 instead to I210).

 

 

Leon

 

JWeis11
Beginner
205 Views

ok no reply from Intel. Is there no solution to this?

Leonardo_C_Intel
Moderator
205 Views

Hello JWeis11

 

Thank you for the information.

 

Under what circumstances is this behavior happening?

What are the brand, model and part number of the RAM?

Is it possible for you to share a video of the behavior that you are having?

 

Hope this helps.

 

Regards,

Leonardo C.

Intel Customer Support Technician

Under Contract to Intel Corporation

Leonardo_C_Intel
Moderator
205 Views

Hello JWeis11

 

Have you been able to collect the information requested?

 

Regards,

Leonardo C.

Intel Customer Support Technician

Under Contract to Intel Corporation

JWeis11
Beginner
205 Views

Under what circumstances is this behavior happening?

 

General computer use. Clicking. Scrolling. Opening new windows. There is no consistency to it. Sometimes everything pauses for 1 second, sometimes it doesn't. I can run the cursor round in circles for 20 seconds and nothing happens. I can move the cursor to edit a document and it'll freeze for 1 second.

 

What are the brand, model and part number of the RAM?

16GB Single-Channel @ 1199MHz (17-17-17-39). It doesn't tell me the brand name. But I bought it from the reseller I bought the PC from.

 

Is it possible for you to share a video of the behavior that you are having?

Yes, I've attached one. It is only one specific window, but it'll happen anywhere: start menu, notepad, random applications, when moving dialog boxes. Always happens.

JWeis11
Beginner
205 Views

Yes, replied, as above.

JWeis11
Beginner
205 Views

Were you able to determine anything from the text file I generated from the Intel® System Support Utility earlier?

JWeis11
Beginner
205 Views

& I've updated to the latest NUC BIOS update for HVK just a few days ago.

JWeis11
Beginner
205 Views

I've found the RAM:

Crucial DDR-2400 (1200MHz) CT16G4SFD824A.C16F

Leonardo_C_Intel
Moderator
205 Views

Hello

 

Thank you for the information.

 

On the report that you have shared everything seem to be fine on the software level, could you provide me with the details about your hardware set up:

 

In what port do you have connected the mouse? Does it happen in all the ports?

Do you have any issue with the keyboard response?

What is the brand an model of the keyboard and mouse?

Do you have the same behavior with the wired and wireless keyboard? 

 

 

Regards,

Leonardo C.

Intel Customer Support Technician

Under Contract to Intel Corporation

JWeis11
Beginner
205 Views

In what port do you have connected the mouse?

I don't use a connected mouse. I use a mouse share program (mouse without borders by Microsoft) for the two PCs. The mouse is plugged into another PC. But I have tried removing that program and only plugging the mouse into the PC with the issue.

 

Does it happen in all the ports?

Yes

 

Do you have any issue with the keyboard response?

No

 

What is the brand an model of the keyboard and mouse?

Mouse is Logitech G903. Keyboard is Logitech K230.

 

Do you have the same behavior with the wired and wireless keyboard?

I have the same behaviour without a keyboard plugged in & same behavior without mouse plugged in. The mouse has a 'wired' option, which I've tried when connecting to this PC, same issue.

 

 

Leonardo_C_Intel
Moderator
205 Views

Hello JWeis11

 

Thank you for the details, have you made any BIOS changes? Can you try to use the system on default BIOS settings?

Do you have all the Windows® 10 updates on the system? This could be important since the USB drivers are provided by Microsoft.

 

Regards,

Leonardo C.

Intel Customer Support Technician

Under Contract to Intel Corporation

Leonardo_C_Intel
Moderator
205 Views

Hello JWeis11

 

Have you tried the steps provided?

 

Regards,

Leonardo C.

Intel Customer Support Technician

Under Contract to Intel Corporation

JWeis11
Beginner
205 Views

Hi,

 

I've tried resetting BIOS settings. The issue persists, unfortunately.