Intel NUCi3BEK2 Randomly do not wake up from sleep

[EVill17]

Hello,

I am a computer scientist of a company.

We work a lot with Intel nuc since several years.

We updated recently our nuc using intel NUCI3BEK2. Randomly, the computer don't wake up from sleep properly. I see the computer throw teamviewer, but there is nothing on the display. I have to shutdown the computer and power on because a simple reboot do not works. For the moment i have 7 Intel NUC with the same problem.

we install digital signage solutions and this is bug a big problem for us.

I have contacted Microsoft and they told me there is a lot of Intel NUC users who have this problem. So, it is a a known problem.

Please Intel, do someting. I have nearly 80 Intel nuc. If there is no issue i wil be forced to leave intel NUC.

Best Regards,

[Esteban_C_Intel]

Hello EVill17,

Thank you for posting on the Intel® communities.

To properly assist you, could you please provide us with the following information from the affected units:

-BIOS version:

-SSD model:

-RAM/Memory: model:

-OS build and version:

Esteban Ch.

Intel Customer Support Technician

A Contingent Worker at Intel

[EVill17]

Hello,

My BIOS version is the Origin BIOS and the last one (same problem)

SSD Model : All nuc have Crucial SSD 250GB MX500 M.2

RAM: DDR4 Crucial (All nuc)

OS: Wondows 10 1809 and 1903 (same problem)

Best Regards,

Emmanuel VILLEGAS

[Esteban_C_Intel]

Hello EVill17,

Thank you for your response, 

To better assist you, could you please provide us with the following:

-How many units are affected?

-Have you updated the SSDs firmware?

-Are all Intel® NUC Kits NUC8i3BEK being affected?

-Do you use any remote control program on the affected units?

-Run the Intel® System Support Utility for Windows* and share the results with me. You will find the tool at the following link.

Esteban Ch. 

Intel Customer Support Technician

A Contingent Worker at Intel

[Esteban_C_Intel]

Hello EVill17,

I would like to know if you need further assistance? If so, could you please provide us with the answers to the questions previously asked?

Esteban Ch.

Intel Customer Support Technician

A Contingent Worker at Intel

[Esteban_C_Intel]

Hello EVill17,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question.

Esteban Ch.

Intel Customer Support Technician

A Contingent Worker at Intel

[Esteban_C_Intel]

Hello EVill17,

Were you able to check the requested on the previous post? If you need further assistance, please let us know. 

Esteban Ch.

Intel Customer Support Technician

A Contingent Worker at Intel

[EVill17]

Hello,

I have 9 computers affected (all nuc8i3BEK2) and no one nuc8i3BEK2 works well

There is no update SSD Firmware done

I use teamviewer for the remote control

And you can find here the result of my scan:

[Esteban_C_Intel]

Hello EVill17,

Thank you for the information provided; however, we require the full report of the Intel® SSU. Please click on the "Attach” option on the bottom left-hand corner of the response box.

Also, please verify if there's any SSD firmware available and just for testing try to uninstall teamviewer from one of the affected units to see what happens.

Esteban Ch.

Intel Customer Support Technician

A Contingent Worker at Intel

[Esteban_C_Intel]

Hello EVill17,

Were you able to check the previous post? If you need further assistance, please let us know.

Esteban Ch.

Intel Customer Support Technician

A Contingent Worker at Intel

[Esteban_C_Intel]

Hello EVill17,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question.

Esteban Ch.

Intel Customer Support Technician

A Contingent Worker at Intel