My NUC x15 cannot work stably for a long time

[gzvery6]

Hi；

I used 4 NUCX15 computers to form a cluster for data processing. 2 of them were not able to run stably for a long time. The fault phenomenon is that a picture on the screen is no longer updated, and the mouse, keyboard, network connection, etc. all fail, and it must be restarted.
When running the program, I disabled the integrated graphics card in device manager. Removed its own screen and used an external monitor.
I uploaded 4 ssu scan result files.
Among them, pc1 and pc5 are often crashed; pc3 and pc4 are running normally for at least 5 days.
Regarding the operating system, the operating systems of all computers were unified at the beginning. Yesterday, I suspected that there might be a problem with the operating system, so I replaced the pc1 and pc5 with the ltsc version, and the fault was not solved.

BestRegards

[gzvery6]

Hi

I just added one more test. Swap PC1 and PC3 for memory and hard drive. pc4 and pc5 swap memory and hard disk. Then continue to work, so far (about 5 hours) pc1, pc3, pc5 are still working, pc4 is less than 2 hours after submitting the work, and the above failure occurs.
I mainly want to rule out the impact of memory and hard disk on stability in this test.

[Alberto_R_Intel · Accepted solution]

gzvery6, Thank you for posting in the Intel® Communities Support.

In order for us to provide the most accurate assistance on this matter, we just wanted to confirm a few details about your system:

Are those new Intel® NUCs?

When did you purchase them? (For Warranty Purposes)

What is the model of the external monitor?

Which video port are you using on the Intel® NUC laptop and on the monitor to connect to each other? 

Are you using adapters or converters to connect the screen?

Did you notice this problem with your Intel® NUCs before?

If not, when did the issue start?

You mentioned, "when running the program" which program?

You said "fault phenomenon is that a picture on the screen is no longer updated" which picture, do you mean the BIOS splash screen?

Did you make any recent hardware/software changes that might cause this issue?

Does the problem happen at home or in the work environment?

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[gzvery6]

hi；

The product I use is intel® NUC X15 Laptop Kit LAPKC71F  .

Purchased until June 24, 2022.

The model of the external monitor is  ViewSonic VX912(very old equipment),Connect to the hdmi port of the NUC notebook through a   VGA-HDMI converter.Also used a virtual display like this ：

Both monitors have experienced the failures mentioned above.

In addition, I converted from the m.2 interface to pcie3.0*4 through a conversion device, and connected a mellonax 10G network card to it.

The program is HTCondor ,it is a High-throughput distributed computing framework,a data processing program( self-developed console program) runs on the framework, which requires the performance of CPU and GPU.  Also ran the ContextCapture 3d modeling program. When these two programs are run separately, the above situations have occurred. Sometimes, in the standby state, no program is executed after the system is started, and it still occurs.

When this phenomenon first appeared, I didn't pay attention, thinking it was just a system or driver compatibility issue. But since July 8th, this phenomenon has become very frequent, I have replaced 3 versions of the OS and installed the driver according to the method in the instruction manual. To this day, it still hasn't gotten better.

The fault phenomenon is that the computer freezes, there is no error code, and the monitor screen shows the last frame when it stopped running.

When I usually use it, the computer is connected to the HDMI Virtual display adapter, and I use windows to remotely access this computer. When I found the problem, I reconnected the monitor and was able to see the windows welcome screen. But the time shown above is when the computer dies.

The second picture below is a photo of me not using a remote connection, but connecting to a real monitor. The computer crash and freezes on this screen.

I uploaded the scan results and the scan option is everything.

Best Regards

[Alberto_R_Intel]

gzvery6, Thank you very much for providing that information, the pictures, and the SSU report.

You mentioned that the problem happens more frequently on PC1 and PC5. I looked at the SSU document for both of them, and as you described, the BIOS version is up to date, which is 0040.

Both units are working with the Intel® graphics driver version 30.0.101.1660 or 30.0.101.1960 as shown in the most recent SSU scan. I was looking to confirm which is the proper graphics driver version for the Intel® NUC X15 Laptop Kit - LAPKC71F and actually we have a driver package for this specific product. According to the details of the package, the graphics driver version that it contains is 30.0.101.1191. Please try to install that driver in order to confirm if the problem with the Intel® NUC gets fixed that way:

https://www.intel.com/content/www/us/en/download/649904/intel-nuc-x15-laptop-kit-lapkcx1x-driver-pack.html?wapkw=lapkc71f

Just in case, in the following link, you can find the instructions to install the graphics driver from scratch:

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

For testing purposes, please try a BIOS recovery to the latest version, 0040, as well, at least in one of the devices, to check if the behavior is the same after that. Here you can find the instructions to do the BIOS recovery at the end of the document:

https://downloadmirror.intel.com/710390/NUC-Laptop-AptioV-UEFI-Firmware-BIOS-Update-Readme.pdf

And here you can download the .CAP file needed for BIOS version 0040:

https://www.intel.com/content/www/us/en/download/648490/bios-update-kctgl357-for-the-intel-nuc-x15-laptop-kits-lapkc71f-lapkc71e-lapkc51e.html?wapkw=lapkc71f

Additionally, it is important to keep in mind that according to the Intel® Compatibility Tool, the Operating System tested and validated for your Intel® laptop is Windows* 11 64-bit. 

Regarding the SSD or memory RAM, since those components came integrated into the system, they were tested and validated by Intel® before integration. Still, in the following link for our Intel® Compatibility Tool, you can see the list of those units that were confirmed by Intel® as fully functional with your machine. It does not mean that other parts will not work with the Intel® laptop, is just that they were not tested by Intel® yet:

https://compatibleproducts.intel.com/ProductDetails?activeModule=Intel%C2%AE%20NUC%20Laptop%20Kit&prdName=LAPKC71F

Once you get the chance, please let us know the results of doing the BIOS recovery and installing graphics driver version 30.0.101.1191.

Regards,

Albert R.

Intel Customer Support Technician

[gzvery6]

hi；

Thanks for your reply, I seem to have found the real reason. The three computers that have taken measures have been working continuously for at least 24 hours. I need to observe for a while to make the conclusion solid.

BestRegards

[Alberto_R_Intel]

Hi gzvery6, You are very welcome, tank you very much for letting us know those updates.

It is great to hear that you were able to find the real reason why the laptops were not able to work stably for a long time. 

Sure, no problem at all, go ahead and monitor the systems and once you get the chance please let us know the results so, if necessary, we can further assist you.

I will do a follow-up on this case in a couple of days to make sure the issue got fixed and that now the Intel® laptops are working properly.

Regards,

Albert R.

Intel Customer Support Technician

[gzvery6]

Hi

This computer failure is related to the application I am running. Each process of this program consumes about 0.8G of graphics card memory. At first, I ran 15 such processes at the same time, which was obviously larger than the 8G memory provided by the GPU. After that, I limited the number of runs to 8, which makes it possible to keep all computers running smoothly.

Thanks for your help, I found the inspiration to solve the problem in your answer

[Alberto_R_Intel]

gzvery6, You are very welcome, thank you very much for confirming those results.

Perfect, we are delighted to hear that you were able to determine that the root of the problem was related to the applications being used, and based on that, you found the option to limit the number of runs to 8 for the computer to run smoothly. We are really glad to know that we were of help in fixing this issue.

Any other inquiries, do not hesitate to contact us again.

Regards,

Albert R.

Intel Customer Support Technician