Machine randomly hangs during reboot (never goes down completely)

[RStas]

I have about 15 NUC8i3BEK's and randomly, they won't reboot successfully. Looking at event viewer, on reboot, the last message is:

"WLAN Extensibility Module has stopped. Module Path: C:\WINDOWS\system32\IntelWifiIhv08.dll"

Then nothing. No video, nothing. Power light is still on, fan is still running slowly. I have to hard power cycle them to get them going again after about 5 hours of being in this state.

Any thoughts on what this might be? These are all on Windows 10 Enterprise, 1809. They're currently on 074 bios, but updating them to 075 today.

Thanks!

[AlHill]

Hard to imagine 15 of the same model NUC having the same problem.

What devices do you have attached to them?

What memory is being used?

Doc

[RStas]

To be fair, only 4 of them have done this on me. But it’s random. Crucial memory. Nothing attached but network and display (they’re digital signage players) Ryan Stasel IT Operations Manager, SOJC University of Oregon

[AdrianM_Intel]

Hello RStas,

Thank you for posting on the Intel® communities.  

Please run the following tool on the NUC's that randomly hangs and attach the reports generated.

Intel® System Support Utility for Windows

• Intel® SSU Download link 
• Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". 
• Click on the menu where it says "Summary" to change to "Detailed View". 
• To save your scan, click on "Next", then "Save". 

Question:

• Did the BIOS update help to fix the issue?

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[RStas]

They have not done this since the .75 update, but I only have them rebooting weekly, so we'll see if they do it this weekend. If it does, will run against that machine and submit the report.

I also have pushed out a GPO that disables Windows shutting down wifi to save power. Given the error message originally listed.

[AdrianM_Intel]

Hello RStas,

Thank you for the update.

Hopefully, the BIOS update will help you.

Please let us know the outcome.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[RStas]

Just had one fail over the weekend. I have a diag from SSU. Same error message about the wifi, and then nothing until I manually powercycled (it was actually off this time).

How should I get diag to you?

[AdrianM_Intel]

Hello RStas,

Thank you for the update.

You can attach the file directly to the thread so we can check it. (Click on the clipboard icon to the attach the file).

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[RStas]

here ya go.

[AdrianM_Intel]

Hello RStas,

Thank you for the information.

You might try the following:

• Go to adapter settings /configuration tab and make sure that the computer is not allowed to turn off the WiFi, regardless of the power scheme. Uncheck the box that says something like "Allow the computer to turn this device off to save power"

These are other steps you can try:

• Load BIOS default settings.
• Remove and reinstall the memory modules
• If two memory modules are installed, try one at a time.
• Try moving the memory module from one slot to the other.
• Try different memory modules you know to be good.

Check the Network Boot setting in BIOS

• Press F2 during start to enter BIOS Setup.
• Go to Advanced > Boot > Boot Configuration.
• Disable Network Boot - OR - enable Boot Network Devices Last.
• Press F10 to save and exit BIOS.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[RStas]

Hi Adrian, This isn’t really doable. These are digital signage players spread over a large area with some being only ladder accessible. So basically, nothing in diagnostic that helped? Anything else I can try remotely? Thanks! Ryan Stasel IT Operations Manager, SOJC University of Oregon

[RStas]

btw, these only have one memory module each. And since it's been 6 of the 14 at this point, I assume it's all of them that will eventually do it.

Really need more I can try remotely via RDP. Physically getting to most of them is a challenge.

[AdrianM_Intel]

Hello RStas,

Thank you for the update.

I understand you can not access the NUC easily.

• What you can do remotely is: go to the device manager then go to the network adapter, click on power management tab uncheck the box that says "Allow the computer to turn this device off to save power".
• Update the operating system to the latest version.

Note: Part of the troubleshooting for this kind of issue are the steps previously suggested however we understand you can not do it because it's complicated to physically getting access to the Intel® NUC Kit NUC8i3BEK.

Please let me know the outcome of those steps.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[RStas]

Confirmed wifi power down to save power is unchecked.

These are running our standard Windows 10 Enterprise, build 1809.

Looking at the NUC8i3BEK downloads, I don't see any updated drivers listed, but the SCCM driver pack shows two drivers that have been updated in November. The Thunderbolt driver, and the Serial IO driver.

Any info on this?

[RStas · Accepted solution]

So, was just looking at Wifi drivers release notes, and noticed one in 21.50.1.1 that says:

"Windows* stop errors (BSOD) occurs during system shutdown."

So... that sounds promising. Going to push that to my players and see what happens.

[AdrianM_Intel]

Hello RStas,

Thank you for the update.

Please let me know the outcome of the steps you have done.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[RStas]

First weekly reboot after applying new driver went flawlessly. Not going to call it solved until we go through 1 or two more weekly reboots. But certainly seems promising.

[AdrianM_Intel]

Hello RStas,

Thank you for the update.

I will follow up on your case next week or you can update the thread with the result after going through 1 or two more weekly reboots.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[RStas]

Another weekend, and they all rebooted successfully, so that SEEMS to have resolved the issue. Could I recommend updating the wifi driver listed on the NUC8 downloads page, and maybe adding to the SCCM driver pack?

Thanks!

[AdrianM_Intel]

Hello RStas,

Thank you for the update.

I am glad to know that the Intel® NUC Kit NUC8i3BEK is working fine now.

Hopefully, this information will helpful for other peers.

I will share your recommendation.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel