Intel NUCs just go offline (Re-create Post as original call closed 24/6 not at my request)

[Jasongr]

I have numerous NUCs in our global infrastructure that goes offline NUC8i7BEH, NUC10ixFN that just offline, not responsive.

As per my previous call . updates the bios to the latest versions, update the interl driver niC to the latest version, amended in the BIOS the option for the TV standby and other related options.

They appeared to work for 1 day then they become unresponsive again.

Please note when you respond to these messages that sometimes it is NOT possible to get to the office to check as we are remote working, have National Train strikes so cant get to the office if we wanted to, so if we do not respond for a few days you dont need to close the call.

Yes the call was open for a long time, but so has this problem as I am not the 1st or last person to experience this.

I have good response up until the call was closed, not at my request. 

[LeonWaksman]

Hi @Jasongr 

In your other post you have attached SSU report from NUC10i7FNH (Windows in polish language). Can you tell us what is setting in BIOS in the field: Power> Secondary Power Settings > After Power Failure? 

Leon

[Jasongr]

Hi Leon

For the UK NUC NUC8i7BEH which we have modified the BIOS settings last wednesday, will confirm the settings o n Monday when someone will back in the office.

Jason

[LeonWaksman]

Hi Jason,

You want this setting to have "Last state" or "Power On" instead of the default "Stay Off".

Leon

[DeividA_Intel]

Hello Jasongr,  

Thank you for posting on the Intel® communities. I am sorry to know that you are having issues with your Intel NUCs.

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

1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system (NUC8i7BEH, NUC10ixFN).  

• 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 it to "Detailed View".  
• To save your scan, click Next and click Save.

2. Were you able to try the recommendation from LeonWaksman?  

3. Can you provide more details about the issue?

4. Can you provide a link for your previous post?

Regards,  

Deivid A.  

Intel Customer Support Technician  

[Jasongr]

Hi Deivid

1. Please find attached the log file from the SSU

2. Yes I was able to try the option FromLeonWaksman, the setting was set to Power On, but it went offline at 5.45pm last night

3. Since the NUC was insatled with Windows 10 1909 it has been upgraded to Windows 21H1 & now 21H2 versions. All latest BIOS and patches have been applied. The issue is the device just stops responding to pings. We have disabled hibernation and sleep modes, tried WOL with no success. We have a few devices globally which experience the same issue.

Got an identical NUC built with the same image but no issues like this one experiences

4. link to my original post

 https://community.intel.com/t5/Intel-NUCs/Intel-NUCs-just-go-offline/m-p/1388209/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufEwzT1hBOFJLSzNHOUw4fDEzODgyMDl8U1VCU0NSSVBUSU9OU3xoSw#M91512

Kind Regards

Jason

[DeividA_Intel]

Hello Jasongr, 

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 Jasongr, 

Thanks for your patience. As a test, can you confirm if the "Intel® Ethernet (LAN) Network Connection Driver for Windows 11* for Intel® NUC" driver version 27.4 help you with the issue?

• Intel® Ethernet (LAN) Network Connection Driver for Windows 11* for Intel® NUC: https://www.intel.com/content/www/us/en/download/721283/intel-ethernet-lan-network-connection-driver-for-windows-11-for-intel-nuc.html

Regards,  

Deivid A.  

Intel Customer Support Technician 

[DeividA_Intel]

Hello Jasongr,  

I reviewed your post, please let me know if the issue was resolved, if not, do not hesitate, just reply back.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[Jasongr]

Hi Deivid

Unfortunately it is still occurring after trying all the suggested solutions: which have included

1) applying latest bios

2) updating to the latest intels nic driver

3) modifying the bios setting power last state.

4) tried new hdmi cables

5) tried no monitor

getting to the point I just may re-image it.

Kind Regards

Jason

[DeividA_Intel]

Hello Jasongr, 

I am sorry to know that the issue persists. Before we continue further I will need a new report from the Intel® System Support Utility (Intel® SSU) so I can have an updated version of your system.

• 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 it to "Detailed View".  
• To save your scan, click Next and click Save.  

Also, let me know if you would like to try to re-image the unit before providing me with the report.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[Jasongr]

Hi Deivid

It appears we now have a hardware failure on the NUC, so you can close this call as the NUC will need to be re-built.

Kind regards

Jason

[DeividA_Intel]

Hello Jasongr, 

Thanks for your response. I am sorry to know that now you have a hardware failure on the NUC. As you requested I will close this thread, however, you can open a new one if you want to proceed with the support.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[DeividA_Intel]

Hello Jasongr, 

As the last recommendation, bear in mind that if your NUC is under warranty you can get in contact with your local Intel support to get more information about the warranty options and process.

Regards,  

Deivid A.  

Intel Customer Support Technician