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JWill37
Beginner
2,104 Views

Intel NUC6i7KYK Skull Canyon internal USB 2.0 and 3.0 ports (via header) problems

Hello All,

Via MicroSATAcables.com i purchased both of the cables from GO-RITE that expose Skull Canyon's internal USB 2.0 and 3.0 ports (and Common I/O Header).

http://www.microsatacables.com/intel-nuc-nuc6i7kyk-skull-canyon-internal-usb-3-0-header-cable MicroSATACables.com: Intel NUC NUC6i7KYK Skull Canyon Internal USB 3.0 Header Cable

http://www.microsatacables.com/intel-nuc-nuc6i7kyk-skull-canyon-internal-common-io-header-df1-25mm-2... MicroSATACables.com: Intel NUC NUC6i7KYK Skull Canyon Internal Common IO Header DF1.25mm 20 Pin

All 4 USB connections from the header cable (2xUSB 2.0, 2xUSB 3.0) worked fine for a while.

But now only 1 USB 2.0 and 1 USB 3.0 is working on the header cable.

I can't remember if they went bad after some Windows update..all i know is that one day i could't get both ports to work..

=>I first tried to update and change settings, but the problem is still there:

1. i updated to the latest BIOS

2. my OS (Windows 10 Pro) is up to date

3. i reinstalled all usb drivers (in device manager) manually

4. in USB properties/power management (device manager) i unchecked 'allow computer to turn off this device to save power'

5. in control panel/power settings i disabled the 'USB selective suspend' setting

6. in BIOS all USB ports are set to 'enabled'

=>I did some troubleshooting on the faulty USB 2.0 and USB 3.0 port of the header cable:

-my old HP computer keyboard works fine!

-my optical mouse gets power (light=on) but doesn't work: 'USB device not recognized'

-hard drives get power but don't show up in 'This PC'

-other devices get power but don't show up

! ! ! All devices that are not working on the faulty USB 2.0 and USB 3.0 port of the header cable WORK PERFECTLY FINE when connected to the other USB 2.0 and USB 3.0 port of the header cable or the other USB 3.0 ports on the Skull Canyon ! ! !

So i am trying to find a solution for this.

Maybe i should order a new header cable, but the fact that my old HP computer keyboard works fine, and that all connected devices recieve power on the 2 faulty ports should mean that the cable is fine?

Hopefully someone can help!

Thanks,

Jan

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10 Replies
idata
Community Manager
339 Views

Hello johnnydub,

 

Thank you for contacting us regarding the USB issues that you are experiencing with your Intel NUC6i7KYK Skull Canyon and the headers that you purchased (Internal USB 3.0 Header Cable and Internal Common IO Header DF1.25mm 20 Pin); it will be more than a pleasure to assist you.

 

Based on the detailed description of your issue, everything points that an update on the OS could cause the 2 remaining ports to be disabled or inactive, even if you checked the actual BIOS if your unit, there might be an issue with the USB driver from Windows 10.

 

The fact that the other hardware that you tested (mouse, keyboards, etc…) was tested separately and determined to be working can lead you to think that the header cable is defective, however we do not really think that's the case, due to the fact that your old HP computer keyboard works fine and it seems that it provides power to the other devices connected to the header.

 

The best recommendation in this case will be to reinstall your OS to discard a corrupted driver or to discard any possible corruption on the OS registry.

 

Is there a chance for you to try that?

 

As well, please provide me with the .txt file that the https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- System Support Utility will generate. To attach a file, you must click the "Attach" option on the bottom right-hand corner of the response box.

 

 

I hope to hear from you soon.

 

Best Regards,

 

Diego S.

 

JWill37
Beginner
339 Views

Hey,

Thanks for the help!!

Is it possible to reinstall the OS without losing all my installed programs? Or can't i just replace the corrupted driver for the malfunctioning ports?

I am hesitant of reinstalling the OS because i have spent a lot of time installing all my music software, and i don't want to do it all again..?

I will send you the txt file tonight as i am not at home now..

Thanks again!

Jan

idata
Community Manager
339 Views

Hello johnnydub,

 

Thank you for your response.

 

In this case you can try to recover your OS with a Restore from a system restore point; here you will find all the instructions:

 

https://support.microsoft.com/en-us/help/12415/windows-10-recovery-options https://support.microsoft.com/en-us/help/12415/windows-10-recovery-options

 

As well you can try to get a Windows 10 image and temporarily install it into a different hard drive so you can use it just for troubleshooting purposes as a separate OS.

 

Please make sure that you will a back up of all your information before trying any of the suggested troubleshooting.

 

I will wait for the SSU report; I hope to hear from you soon.

 

Best Regards,

 

Diego S.

 

JWill37
Beginner
339 Views

Hello,

The SSU report is in attachment!

I hope you can find anything in there..

Reinstalling the OS would be really the last thing to try, because who knows this problem won't occur again?

This solution isn't really a solution as i would not really know what caused the problem.

I am performing live music with the Skull Canyon and all the USB ports must be functioning without problems.

And in case this happens again i really need to know the cause of the problem..

Maybe there are too many USB devices attached?

I have following devices connected:

-midi keyboard 1 (Novation SL MK2)

-midi keyboard 2 (CME XKey)

-midi keyboard 3 (Keith mcMillen 12step)

-audio interface (Keith mc Millen Kmix)

-touch monitor (Gechic onlap 1002)

-Apple Ipad

But all worked fine before, so something must have happened.

I did disconnect and reconnect these devices a lot as i am still configuring my setup, maybe that's it?

Maybe i could go into the BIOS again and disable all USB ports and then enable them again?

Just guessing here..

Anyway thanks so much for the help!!

JWill37
Beginner
339 Views

To update this story:

I tried connecting a USB 3 flashdrive to the internal header USB 2.0/ 3.0 ports and went into the BIOS update menu (F7)

Here in the BIOS i can see the disk on the functioning ports, and it is not showing on the faulty ports.

This basically proves that the header cable itself is damaged as we bypassed the Windows10 OS (and any kind of driver or corrupted OS issues) in this test..

I inspected the cable and the USB connectors and i can't see anything wrong there.

The cables are very fine so it could very well be that 1 of them got damaged somehow..

I will also disconnect the header cables today and inspect the header itself. Maybe after reconnecting the cables everything will work again, who knows?

I ordered a new pair of header cables, but this time the panel mount versions as they seem a little stronger to me..

https://www.amazon.com/Intel-Skull-Canyon-Internal-Header/dp/B072W31XP8/ref=pd_sbs_147_2?_encoding=U... https://www.amazon.com/Intel-Skull-Canyon-Internal-Header/dp/B072W31XP8/ref=pd_sbs_147_2?_encoding=U...

https://www.amazon.com/Intel-Canyon-Internal-Common-Header/dp/B072W3KRYH/ref=pd_sbs_147_5?_encoding=... https://www.amazon.com/Intel-Canyon-Internal-Common-Header/dp/B072W3KRYH/ref=pd_sbs_147_5?_encoding=...

I will keep this thread up to date when i get the new cables.

For now i will work with a USB C hub that gives me 3 USB 3 connections on the rear USB C port.

If that's stable then it's all good!

Thanks for the help!

Jan

idata
Community Manager
339 Views

Hello johnnydub,

 

Thank you for your response.

 

I totally understand your position, and re-installing your OS might not be the best solution based on the last updates that you provided.

 

I will wait for your order to arrive in order to wait for the outcome once that you test the new cables out.

 

Your case will remain open so please let us know the outcome just in case that we need to try something else if further assistance is needed.

 

I hope to hear from you soon.

 

Best Regards,

 

Diego S.
idata
Community Manager
339 Views

Hello johnnydub,

 

I was taking a look to your case and I wanted to know if you need further assistance? Please do not hesitate on contacting us back if you have any other question or concern.

 

Best Regards,

 

Diego S.
JWill37
Beginner
339 Views

So to continue this story:

I purchased new header cables and the problem is still there: still 1 USB 2 and 1 USB 3 with problems on the header cable

So i really don't know what is going on. The problem isn't in the Windows OS because connected devices on the 2 faulty ports are also not visible in the BIOS OS..

Now i even start to think that maybe this problem was there from the beginning..

Maybe i never connected anything to the 2 faulty ports and i only saw it when i was expanding my setup and started to connect more USB devices.

I really can't be sure..

But what is sure is that on the header cable 1 USB 3 is working and the other one is not.. and also 1 USB 2 is working and the other one is not!

And yes these USB devices are working fine when connected to other ports.

I am also up to date on Windows and BIOS..

I also manually removed and reinstalled all drivers and fixed some USB settings (power management)

Some test results:

-my old HP computer keyboard works fine on the faulty ports

-my optical mouse gets power (light is on) but doesn't work: 'USB device not recognized'

-hard drives get power but don't show up in 'This PC' and also not in the BIOS

-other devices (audio interface, midi keyboard,..) all get power but don't work (and no 'USB device not recognized' message)

Maybe the problem is on the header itself?

I took a close look but all seems normal..

I have a USB C hub now to have my extra USB ports, so i'm fine for now.

But if someone out there knows how this problem is caused, please do tell!

Thanks for all the help!

Jan

idata
Community Manager
339 Views

Hello johnnydub,

 

Thank you for your response.

 

Here is what we can try (based on your last post):

 

Can you please connect to all the devices on the USB ports on the unit without any accessories to check all the devices are being recognized?

 

If all the devices are recognized in that way, is there a chance for you to test your hub with all the devices (keyboard, mouse, and drives) and check that all of them are receiving power?

 

Is there a chance for you to install Windows on an additional spare drive to discard a Windows issue?

 

As well, can you please rollback your BIOS (temporally) to this version just for testing purposes?

 

https://downloadcenter.intel.com/download/27119/NUCs-BIOS-Update-KYSKLi70-86A- https://downloadcenter.intel.com/download/27119/NUCs-BIOS-Update-KYSKLi70-86A-

 

Here you will find the BIOS recovery method:

 

https://www.intel.com/content/www/us/en/support/articles/000005532/mini-pcs.html https://www.intel.com/content/www/us/en/support/articles/000005532/mini-pcs.html

 

If you don't see any positive result, please go ahead and updated back to the latest version found here:

 

https://downloadcenter.intel.com/download/27614/NUCs-BIOS-Update-KYSKLi70-86A-?product=89187 https://downloadcenter.intel.com/download/27614/NUCs-BIOS-Update-KYSKLi70-86A-?product=89187

 

I hope to hear from you soon.

 

Best Regards,

 

Diego S.

 

 

 

 

 

I hope to hear from you soon.

 

 

Best Regards,

 

Diego S.

 

idata
Community Manager
339 Views

Hello johnnydub,

 

I was taking a look to your thread and I wanted to know if you still need further assistance.

 

Please do not hesitate on contacting us back if necessary.

 

Best Regards,

 

Diego S.

 

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