Intel NUC10i3FNK very occasionally won't boot up unless I pull out the power cord and plug it back i

[Eric209]

Intel NUC10i3FNK.  SSU logs attached.

I use Windows 11 (also did this on windows 10).  I always used Windows Shut Down to shut down the computer -- not sleep or hibernate.

Very occasionally, maybe one in 50 times turning on the computer with the power button, the initial screen will come up, and instead of the rotating circle appearing showing that Windows is loading up, nothing happens.  If I try and power cycle it using the power button, same thing happens.  however, if I pull the AC cord and wait 10 seconds and then plug it back in, it'll boot into windows properly.

I've never hit the function keys to see if the computer was responsive when it was stuck on that screen.

I've let the computer sit for several minutes on the boot up screen when it hasn't booted into windows, and nothing happened.

Any idea why this rare bug happens?'

Connected to the computer -- HDMI to a monitor, USB wired Logitech camera, USB wireless Keyboard/mouse combo, USB C cable to my phones charger cradle.  Ethernet in.  And wired headphones plugged into headphone jack.

[Steven_Intel]

Hello Eric209,

Thank you for posting on the Intel® communities.

I am sorry you are having issues with your Intel® NUC10i3FNK. I will be glad to assist you.

Please provide the following information:

• Was there any hardware change or driver/OS update before the issue started?
• Does the same issue happen if no peripherals are connected to the NUC?

I look forward to hearing from you.

Best regards,

Steven G.

Intel Customer Support Technician.

[Eric209]

Thank you for replying the issue has been going on as long as I've had the computer. it is so intermittent that for me to unplug all the peripherals every time I want to restart it up to see if it goes away will be much more annoying than my simple fix of totally unplugging the computer waiting 10 seconds and plugging it back in when it fails to boot. This is much more of a annoyance than a problem but I didn't know that there was an easy fix or if it was a known issue. There were no hardware changes. I've been using the same hardware on the computer since I've gotten the computer. 

[Steven_Intel]

Thank you for your response.

I will work on this issue. As soon as I have an update, I will let you know.

Best regards,

Steven G.

Intel Customer Support Technician.

[Eric209]

Fyi. Happened again this weekend. Intel NUC screen came up. No Function key options were listed and no keys worked. (ie couldn't get into bios settings)

Normally I pull the plug, wait, plug it in and restart it. But this time I held down the nuc power button and it powered down. Then (since someone suggested USB devices) I pulled out the dongle for the wireless keyboard and mouse and it powered up and booted into windows.maybe it was luck? I'll keep trying when this rarely happens to see if it consistently works when I pull out the wireless dongle...

[Steven_Intel]

Hello Eric209,

After checking the information provided, it seems there are a few drivers not fully updated, please update all drivers using the Intel Driver & Support Assistant (https://www.intel.com/content/www/us/en/support/intel-driver-support-assistant.html) and let us know if the issue persists.

As well, are you willing to test a different power adapter (provided by us) to check if the need to plug/unplug can be related to a hardware issue?

Look forward to hearing back from you.

Best regards,

Steven G.

Intel Customer Support Technician.

[Eric209]

thanks for your response.  I already have the Intel Driver & support assistant loaded.  Although you said not all the drivers are updated, I have it running all the time.  It has the green dot -- updated.  I loaded it up and then hit "refresh results" to have it re-check again, and it still says my computer is up to date.  I also don't have any hidden updates.

so i'm not sure why there's a mismatch between what's available for my nuc 10i3 and what is being served to me via the intel driver and support assistant.  If you can tell me which drivers are not updated, I can manually update them (if you can also tell me where to find the manual updates)

As for the powercord, I'd be willing to give another one a shot.  I'm still using the one that came with the computer.

[Eric209]

here's the HTML report from the intel driver and support assistant.

[Steven_Intel]

I appreciate the information provided.

Please update the graphics driver to the latest version for your NUC model, You can download it here https://www.intel.com/content/www/us/en/download/19350/intel-graphics-dch-driver-for-windows-10-and-windows-11-for-6th-through-10th-generation-intel-nuc-products-except-nuc6i7kyk-and-most-intel-element-intel-nuc-products.html?

Regarding the power adapter, let me know once you have updated the graphics driver, so I can proceed with this step.

Best regards,

Steven G.

Intel Customer Support Technician.

[Eric209]

I updated the driver. The problem is so intermittent that I won't know if this did anything for another month but it probably won't because the driver isn't even loaded into memory when this bug takes place since it takes place during the post sequence and is related to the firmware, whereas the driver is Windows, which isn't loaded up yet.

[Steven_Intel]

Thank you for your response.

We are going to work on this issue. As soon as I have an update, I will let you know.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

I have emailed you to the e-mail address associated with your community profile, requesting some sensitive information. 

Please reply to that email in order to continue with the support.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Hello Eric209,

We would like to know if you were able to test the replacement power adapter we sent.

Please let us know if the issue persists.

Best regards,

Steven G.

Intel Customer Support Technician.

[Eric209]

yes, I received it last friday.  I've been using it since.  no problems yet but this problem is very intermittent so i'd say I'd have to give it another 4 weeks or so to know if it's doing this still or if the problem went away with the new power supply.  Thank you for sending this out.  I appreciate it.

[Steven_Intel]

Many thanks for the update.

I am glad the issue has not showed up since you tried the new adapter. I will be following up with you in order to make sure the issue is completely gone.

Best regards,

Steven G.

Intel Customer Support Technician.

[Jocelyn_Intel]

Hello, @Eric209. 

We are checking this thread and we would like to know if you need further assistance. Please do not hesitate to contact us back if you have additional inquiries. 

Best regards,  

Jocelyn M.   

Intel Customer Support Technician. 

[Eric209]

unfortunately it did it again this weekend, so it isn't the power supply.  Oh well.  Thanks for all of your help.

[Steven_Intel]

Many thanks for the update on this matter.

I am sorry the issue persisted even with the new adapter. I will check further on this issue and provide you with an update as soon as possible.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Hello Eric209,

Since the issue persists after replacing the power adapter, we recommend you considering going through the RMA process for your unit.

After verifying that your warranty is still active (here: https://sfederation.intel.com/affwebservices/public/saml2sso?SPID=https://saml.salesforce.com.isvc.portal2&ProtocolBinding=urn:oasis:names:tc:SAML:2.0:bindings:HTTP-POST&RelayState=%2Fwarrantyinfo%3Flang%3Den%2DUS), directly contact Intel Customer Support to initiate the RMA process (you cannot do this through the forums). 

Here are pages where you can look up contact information, including local/country phone numbers, by geography: 

U.S. and Canada: Intel Customer Support https://www.intel.com/content/www/us/en/support/contact-support.html 

Europe, Middle East and Africa: Intel Customer Support EMEA https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html 

Asia-Pacific: Intel Customer Support APAC https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html 

Latin America: Intel Customer Support LAR https://www.intel.com/content/www/us/en/support/contact-support/lar-contact.html 

You can use the online forms service or email, but I actually recommend calling directly. The above links provide local or toll-free numbers in most countries and support most local languages. You could also use the chat service, but understand that this service is offered in English only and is subject to the normal (9:00-5:00 M-F) office hours in the Pacific (UTC-8) time zone. 

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

Please let me know your thoughts on this.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Hello Eric209

We would like to know if you were able to read my previous response. Please let me know your thoughts on that and if you need further assistance.

Best regards,

Steven G.

Intel Customer Support Technician.

[Eric209]

RMA in process. Thanks.