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Multiple Instances of NUC8i5BE Lockups

JDavi1
Beginner
264 Views

We are a system builder and are seeing multiple instances of the 8th Gen i5 NUC's randomly freeze. I've got six different ones from different batches with manufacture dates from Nov 2019 to Nov 2020 that are exhibiting this behavior. The lockups are random, might happen twice in the same day, or might not happen for two weeks.

Usually the lockup starts with some kind of issue with video. Sometimes it scrambles, sometimes it has random artifacts all over, sometimes strobes like a strobe light. I've attached some screen grabs of what the monitors look like. The system is then completely locked and requires hard shut down by holding power button in or removing power. There is no log of the event beyond Windows and the unexpected shutdown message. All six systems we know about so far exhibit the same behaviors. 

 We've tried different BIOS versions, including the latest 0085, different driver versions, we've got some with 665P NVMe drives and some with Optane. Most systems locking up have two monitors attached but at least one is just single monitor on HDMI port. We've updated the HDMI firmware. 

We're at a complete loss. Opened a support case with Intel Technology Provider tech support but their only answer was to do RAM. We could do RMA replacement but it sure seems like something is fundamentally wrong, happening on too many systems with the same symptoms to simply be all bad NUC's.

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1 Solution
Alberto_Sykes
Employee
208 Views

Hi JDavi1, Thank you very much for providing that information.


Did you install the latest Intel® Graphics driver version 27.20.100.8681 / 27.20.100.9079?

Did you install the Intel® HDMI Firmware update version 1.77.03?

Did you try to disable the Intel® Turbo Boost from the BIOS, is the problem the same?


If you try the steps above and the problem persists, then please provide the SSU report so we can further assist you:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


View solution in original post

5 Replies
Alberto_Sykes
Employee
252 Views

JDavi1, Thank you for posting in the Intel® Communities Support.


In order for us to try to find a possible solution for this scenario, we just wanted to confirm a few details about your platform:

What is the model of the monitor/TV being used?

When did you purchase the Intel® NUC?

Was it working fine before or it is getting freeze from day 1?

When did the issue start?

Did you make any recent hardware/software changes?

Are you using adapters or converters?

Are you using the HDMI port in all the 6 Intel® NUCs?


Make sure that you are using the proper Memory RAM for the Intel® NUC which is DDR4-2400 1.2V SO-DIMM as you can see in the link below, and you can also run Mem-test to make sure it is working properly:

http://www.memtest.org/

https://ark.intel.com/content/www/us/en/ark/products/126148/intel-nuc-kit-nuc8i5beh.html


Even though you mentioned that everything is up to date, please install the latest Intel® Graphics driver version 27.20.100.8681:

https://downloadcenter.intel.com/download/29911/Intel-Graphics-DCH-Driver-for-NUC8i3BE-NUC8i5BE-NUC8...


If the problem persists, you can try also a clean installation of Intel® Graphics driver version 27.20.100.9079 following the instructions in the link below:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

https://downloadcenter.intel.com/download/30079/Intel-Graphics-Windows-10-DCH-Drivers


The current BIOS version is the latest one, which is 0085.


Confirm that the Intel® HDMI Firmware update version currently installed is 1.77.03:

https://downloadcenter.intel.com/download/29472/HDMI-Firmware-Update-Tool-for-NUC8i3BE-NUC8i5BE-NUC8...


Do you have the option to test the Intel® NUC just with one memory RAM stick at a time with each stick on each memory slot? This is to rule out a possible problem with the memory RAM itself or with the memory slots in the unit.

Did you test the Intel® NUC with a different known working SSD/HDD?

For testing purposes, if you disable the Intel® Turbo Boost from the BIOS, do you still see that the Intel® NUC is getting freeze?


You mentioned, ". I've got six different ones from different batches with manufacture dates from Nov 2019 to Nov 2020 that are exhibiting this behavior", in order to continue with the troubleshooting steps, we will work with the one that you reported, Intel® NUC Kit NUC8i5BEH, so if after trying the steps above the issue persists, please provide the SSU report so we can verify further details about the components in that specific platform, please check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...



Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


JDavi1
Beginner
233 Views

Okay, I'll focus on one we have here at our office, but details are pretty similar to all involved.

What is the model of the monitor/TV being used? (1) Asus VN247H-P Connected via HDMI Port, (1) Asus VS24AH-P Connected via Startech.com USB-C to HDMI adapter.

When did you purchase the Intel® NUC? This particular NUC was actually a warranty return and is the one that has manufacture date of Nov 2019.

Was it working fine before or it is getting freeze from day 1? Since day one, but this is also a fairly new build, only about a month ago.

When did the issue start? Since it was first used.

Did you make any recent hardware/software changes? No

Are you using adapters or converters? Yes, Startech.com CDP2HDMM1MB

Are you using the HDMI port in all the 6 Intel® NUCs? Yes, all NUC's have one monitor that is hooked up to the HDMI port. Most have dual monitors, with some kind of USB-C to HDMI or DVI adapter, but at least one has just a single HDMI monitor attached.

The one thing I noticed is we are using 2666MHz RAM. It shows as compatible on Kingston's web site but is not listed as approved by Intel. The RAM has 2400MHz profiles and the BIOS does show 2400MHz. I have ordered new RAM from the approved list however and will swap that out when it comes in. But with the problem being as ransom as it is, it may be a while before we could say definitively that the issue is resolved with RAM.

 

Alberto_Sykes
Employee
209 Views

Hi JDavi1, Thank you very much for providing that information.


Did you install the latest Intel® Graphics driver version 27.20.100.8681 / 27.20.100.9079?

Did you install the Intel® HDMI Firmware update version 1.77.03?

Did you try to disable the Intel® Turbo Boost from the BIOS, is the problem the same?


If you try the steps above and the problem persists, then please provide the SSU report so we can further assist you:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


View solution in original post

Alberto_Sykes
Employee
186 Views

Hello JDavi1, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


Alberto_Sykes
Employee
173 Views

Hello JDavi1, Since I have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.


Regards,

Albert R.


Intel Customer Support Technician


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