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RolandT
New Contributor I
220 Views

NC10i7FNH won't power off anymore

When I press power off in windows 10 the NUC does no longer power down. Same when I select shutdown from CentOS. I'm running all the latest drivers according the Intel drivers tool. I used to work so not sure what has caused this change. Any pointers?

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6 Replies
RolandT
New Contributor I
196 Views

Any ideas?

I did a  clean install of windows 10 (to rule out CentOS) and it still happens that when I select shutdown in windows start menu, I do exit windows, screen goes black as expected, yet the NUC does not power off.

The power LED stays solid blue and I hear the NUC is still on.

This happens from time to time so I maybe 1 out of 10 times it does not power off.

Any pointers where to look that could be the reason for the NUC to not power off?

AndrewG_Intel
Moderator
192 Views

Hello RolandT


Thank you for posting on the Intel® communities.

In order to check this behavior further could you please provide the following information?


1- Before the issue started, was there any software or driver update?


2- Does the issue happen if you try to power off the Intel® NUC by pressing the power button? You may test this following these steps:

  • Open Control Panel.
  • Click on System and Security.
  • Under "Power Options," click the Change what the power buttons do link.
  • Using the drop-down menu for "When I press the power button" select "Shut down"
  • Click the Save changes button.
  • Once you completed the steps, every time you press the power button the Intel® NUC will respond to the new action.


3- Have you tested with minimal configuration? For instance, removing non-necessary devices, USB drives, using only 1 display, etc?


4- Have you tried loading BIOS defaults?

  • Press F2 during start to enter BIOS Setup.
  • Press F9 to set BIOS default values.
  • Press F10 to save and exit BIOS Setup.


5- Please provide details about the devices connected to the Intel® NUC, please also include brand and model of displays and type of cables used:



Also, please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread to gather more details about your system.

 

1- Download the Intel® SSU and save the application on your computer.

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

 

2- 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 to "Detailed View".

 

3- To save your scan, click Next and click Save.


Note: To upload and attach a file, use the "Drag and drop here or browse files to attach" dialog below the edit box.


Best regards,


Andrew G.

Intel Customer Support Technician


RolandT
New Contributor I
185 Views

1. I have had this issue on several occasions, cannot link it to a specific software update (eg. I had it after a BIOS upgrade, restart after that bios never happened and I had to power down by removing power plug, and it happens seemingly random)
2.I already had mapped the power button to shutdown, pressing power button did power off the NUC (but so does using the windows power off option, only problem is that it does not always work) 
3. As said I had this when I did a BIOS update, the restart at the end of the update did not happen and at that time I had a very minimal install
4. I have the BIOS defaults
5. Monitor is lg 27ul850 monitor (usb-c connected now but the issue also happened with HDMI connection), mouse and keyboard Logitech using USB receiver (but it also happened with other wired keyboards and mouses)

A long press on the power button does eventually shutdown the NUC.

SSU attached.

 

n_scott_pearson
Super User Retired Employee
176 Views

This sounds like a bug that was fixed in the BIOS years ago, but the fix seems to disappear and the bug re-manifest on every new NUC. The BIOS team has seen this happen time and again, but somehow it slip through the cracks every generation...(sigh!)

...S

RolandT
New Contributor I
160 Views

total crash again today. Restarting windows failed, stuck with a black screen and a solid blue power led. 

AndrewG_Intel
Moderator
125 Views

Hello all,


We would like to update this thread and inform you that this issue has been resolved by working directly with the community post originator. If your system is exhibiting the same behavior please contact Intel Customer Support directly or submit a new question as this thread will no longer being monitored.

Here is the contact us page: https://www.intel.com/content/www/us/en/support/contact-support.html. Feel free to reference this post once you reach out to Intel Customer Support.


Best regards,


Andrew G.

Intel Customer Support Technician


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