Monitor/computer fail to fall asleep (inconsistent)

Aamos1 · ‎04-13-2022

Hi

My monitor is set to sleep after 1 idle hour.

My computer is set to sleep after 2 idle hours.

I leave my computer for more than 2 hours and sometimes I come back and both the monitor and computer are awake (sometimes they do fall asleep, the inconsistency is what bothers me) as if they never went to sleep. Meaning, it's not something that woke them up, they never went to sleep mode to begin with.

Something prevents them from falling asleep so if the monitor is awake, obviously the computer also remains that way. What am I missing here? What is there to check that can explain this phenomena?

Thanks

Attached system report

DeividA_Intel · ‎04-14-2022

Hello Aamos1,

Thank you for posting on the Intel® communities. I understand you are having issues with your Intel® NUC Kit NUC8i7HVK.

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

1. When did you notice the issue?

2. Did you notice the issue after a system update?

3. Have you performed any changes at the BIOS?

4. Does the issue occur with any monitor or TV?

Best regards,

Deivid A.

Intel Customer Support Technician

Aamos1 · ‎04-14-2022

Hi Deivid,

1. Actually it's been a while but I kept hoping it will go away on its own and at some point I thought it's time to post about it.

2. I keep checking the drivers using Intel's driver assistance and driver booster and whenever they report that there's an update, I do it. Lately there was nothing reported from the assistance (both drivers and bios) so the updates came from driver booster.

3. I didn't do any bios change lately, but from my detailed report, is my bios up to date?

4. I have a monitor and a TV connected but when leaving the computer, the TV is off and only the monitor is on, waiting for idle time.

5. The behavior inconsistency is what makes me wonder. From the OS side, everything seems intact, so I thought maybe the NUC or one of its drivers are the cause, I wish I knew how/what to check.

DeividA_Intel · ‎04-15-2022

Hello Aamos1,

Thanks for the details. Based on your issue I would like you to try the following:

1. Perform a BIOS recovery.

BIOS: https://www.intel.com/content/www/us/en/download/19270/bios-update-hnkbli70.html
Steps: BIOS Recovery using the Power Button Menu (see attachment).

2. Update your graphics driver to version 30.0.101.1660:

Best regards,

Deivid A.

Intel Customer Support Technician

Aamos1 · ‎04-16-2022

I started with option 2. Option 1 sounds too harsh for me at this point.

I'm wondering how come both driver booster and Intel's driver assistance didn't notify me of this new driver.

I will update in the next few days.

Thanks

Aamos1 · ‎04-16-2022

I updated the driver. Yesterday during the day, it did went to sleep but this morning, I woke up and both monitor and computer were wide awake.

I admit that I quite afraid to do the bios repair, the version I have is the up-to-date version? Is there anything else I can check before going this way?

DeividA_Intel · ‎04-18-2022

Hello Aamos1,

Thank you for the information provided

Before you perform the BIOS recovery, I will proceed to check the issue internally and post back soon with more details.

Best regards,

Deivid A.

Intel Customer Support Technician

Aamos1 · ‎04-18-2022

Thanks. Just a short update:

This morning the monitor/computer were sleeping as expected. This time the problem happened during the day, meaning I went away and when I came back in the evening, both were awake.

Also, the event viewer is showing that a sleep never occurs, meaning it's not that it falls asleep and then something wakes it up, it never goes to sleep in the first place.

DeividA_Intel · ‎04-20-2022

Hello Aamos1,

Based on the research, please check that the Radeon™ RX Vega M Graphics card is alos up to date:

Radeon graphics: https://www.intel.com/content/www/us/en/download/19269/radeon-rx-vega-m-graphics-driver-for-windows-...

Also, if that does not work you may need to perform a BIOS recovery:

BIOS: https://www.intel.com/content/www/us/en/download/19270/bios-update-hnkbli70.html
Steps: BIOS Recovery using the Power Button Menu (see attachment).

Best regards,

Deivid A.

Intel Customer Support Technician

Aamos1 · ‎04-20-2022

Thanks for your update. This is the driver's version I have now

Not sure which is more up-to-date. The date of my driver is older but the version's format is different (btw: I have Windows 11)

Regarding bios update, if I'll get to this point: BIOS Update [HNKBLi70] (intel.com) which file should I download?

Thanks

DeividA_Intel · ‎04-21-2022

Hello Aamos1,

Thanks for all the information provided. For the BIOS recovery, you should get the ".bio" file to perform the update:

BIOS Recovery using the Power Button Menu: (https://www.intel.com/content/www/us/en/download/19270/bios-update-hnkbli70.html)

1. Download the Recovery BIOS update file (.BIO) and transfer it to a USB flash drive.

2. Turn off the Intel NUC (not sleep or hibernate).

3. While the Intel NUC is powered off, plug the USB flash drive into a USB port.

4. Press and hold down the power button for three seconds, then release the button before the 4-second

shutdown override.

5. You will see the Power Button Menu. Select F4 to start the recovery process.

6. Wait 2-5 minutes for the recovery process to complete.

7. The Intel NUC will either turn off automatically when the recovery process is complete, or it will prompt

you to turn it off.

8. Remove the USB flash drive.

9. Restart the Intel NUC.

Let me know if this helped.

Regards,

Deivid A.

Intel Customer Support Technician

Aamos1 · ‎04-21-2022

Hi Deivid,

I first want to check the driver update option but I wasn't sure which is more up to date. Mine says 30.0.13037.4001 from 03/12/2021 and your link says 21.30.37.04 from 27/1/2022. So which is newer? How come my version is different than the one in your link?

If I would need to go with the bios update step, can I do it using the msi file instead of the .bio file? If so, is there anything special I should be aware of?

Thanks

Amos

DeividA_Intel · ‎04-22-2022

Hello Aamos1,

I do appreciate that you share your inquiries, Find the response below:

1. To perform the BIOS recovery, you must use the .BIO file, not the .msi file.

2. The version .4001 is from 12/28/2022 is just for the AMD graphics part and the version 21.30.37.04 from 1/27/2022 is the driver validated for the Intel® NUC Kit NUC8i7HVK. That is why it has different dates.

3. As a test, try to install version 21.30.37.04.

Radeon graphics:https://www.intel.com/content/www/us/en/download/19269/radeon-rx-vega-m-graphics-driver-for-windows-...

Regards,

Deivid A.

Intel Customer Support Technician

Aamos1 · ‎04-23-2022

I'm a bit confused with the different drivers and versioning but anyway, I installed the driver in the link you posted and I'll see what happens.

I admit that BIOS recovery for this kind of a problem worries me a bit. Sounds like a 5kg hammer to kill a fly, I hope there is a simpler way to fix this issue.

Aamos1 · ‎04-23-2022

After installing, the first time I left the computer for more than 2 hours, nothing happened

DeividA_Intel · ‎04-25-2022

Hello Aamos1,

Thank you for your response. Before we continue further, I would like to confirm the following:

1. After installing the AMD driver, the issue persisted, is that correct?

2. The BIOS recovery did not solve the issue, right?

Regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎04-27-2022

Hello Aamos1,

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

Aamos1 · ‎04-27-2022

Hi Deivid,

The inconsistency continues so it can work for some time and then stop.

I didn't do the BIOS update because it sounds like a too delicate process and I'm afraid I'll break something in the middle. Is there any way or even an app that tracks the sleep timer and let me know if something initialized/reset it?

I know of some commands that shows when/if something woke it up but my problem is that it never goes to sleep to begin with.

Thanks!

DeividA_Intel · ‎04-28-2022

Hello Aamos1,

Thanks for the response. I will try to check internally to confirm if we have any additional steps to perform related to this issue. I will keep you informed about any upcoming updates.

Regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎04-29-2022

Hello Aamos1,

Thanks for your patience on this. To continue further, please try the following:

1. Try the command below, perhaps we can check what device woke up the system:

C:\Users\user>powercfg /lastwake
C:\Users\user>powercfg -devicequery wake_armed

2. With the list of these devices, go to device manager and "uncheck" the devices that may be waking up the system

Device > Properties > Power Management and uncheck: "Allow this device to wake the computer"

3. Check Windows event viewer:

Event Viewer > Windows Logs > System.
Filter current log by Power Troubleshooter
Focus on the time the event was logged, try to find out if something triggered a wake-up event and what wake source is indicated.

4. Can you manually trigger the "sleep mode"? Does it work?

5. Did you disconnect the system from the network?

6. Do you have any antivirus routine that may be preventing the system from sleeping?

If the previous steps did not work, you can try reinstalling the operating system.

Regards,

Deivid A.

Intel Customer Support Technician

Aamos1 · ‎04-30-2022

Hi Deivid,

Yesterday during the evening I went away and the computer didn't fall asleep. When I got back, I worked with it a bit and went to sleep. When I woke up, the computer was asleep. I have no idea what is the cause for the inconsistent between the 2 times (read more below).

Most of the times, the only thing that is working is edge, I disabled startup boost feature which I enabled not long time ago but the inconsistency continued.

1) I ran the following after the computer did go to sleep so obviously the output is when the correct behavior is performed.

lastwake shows:

Wake History Count - 1
Wake History [0]
Wake Source Count - 0

powercfg -devicequery wake_armed shows.

Intel(R) Ethernet Connection (2) I219-LM
HID Keyboard Device
Logicool HID-compliant Optical Wheel Mouse
Intel(R) I210 Gigabit Network Connection

2) Notice that the issue is not that something wakes it up, the problem is that something prevents it from sleeping in the first place. So I wonder if you are familiar with an application that tracks the sleeping timer of a computer. Something like showing a timer until sleep mode and if something happened that resets this timer, it shows it.

3) I noticed something interesting. yesterday (29.4) the computer didn't go to sleep and I see nothing from yesterday (29.4). Today the computer was asleep but it should have slept at around 2am (I went to sleep around midnight). Instead, only today (30.4) at 7:53am I see "The system is entering sleep. Sleep Reason: System Idle", meaning, ~8hours! after I left the computer it went to sleep. What happened during that time? I have no idea. The next entry is today (30.4) at 10:41 when I woke it up. So instead of sleeping most of the night, it actually slept only in the last 3 hours.

4) yes, it went to sleep when I manually set it to go to sleep

5) No, the network is always there.

6) not that I'm aware of, nothing is scheduled for the relevant times.

Thanks