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NUC 11 PAHi7 wont wake after sleep/display off - install latest driver?

james321
Beginner
1,290 Views

The above problem has been verified to be introduced with graphics driver 30.0.101.1191.

To hopefully rectify this, I am now wanting to install the latest driver: Intel® Graphics Driver 30.0.101.1631.

 

From the product page, it appears this driver (..1631) is compatible with the 11 PAHi7, however it does state requirements to be:
"Codename Tiger Lake, Rocket Lake, Tiger Lake-H)(1909+)"

My question is, is the 30.0.101.1631 driver compatible with my NUC NUC 11 PAHi7 running 1165 processor? Because I believe my NUC code name to be Panther Canyon  (not one of the above listed names).
Thank you

0 Kudos
14 Replies
n_scott_pearson
Super User Retired Employee
1,254 Views
Panther Canyon is the family name for the NUC11PAxxx NUCs. This has nothing to do with Processor architecture. The NUC11PAxxx NUCs have Tiger Lake processors, which are supported by this latest driver package.
...S
james321
Beginner
1,245 Views

Thank you 

 

As with graphics driver 30.0.101.1191, driver 30.0.101.1631 does not allow the NUC to wake from sleep/screen off.

So I have rolled back to 27.20.100.9415 and problem fixed.

Any insight as to why this issue may be occurring on the newer drivers?


Running Win 10 21H2
Intel® Driver & Support Assistant states all Intel drivers up to date  (although that is a misnomer as the Graphic driver is not up to date).

james321_0-1648785190812.png

I have also tried disabling  PCIe ASPM Support in BIOS

 

Jean_Intel
Moderator
1,205 Views

Hello @james321


Thank you for posting on the Intel️® communities.  


We are glad to hear that your issue is solved after doing a rollback of the driver.


However, I want to ask for a report using the Intel System Support Utility (Intel SSU)  

• Download the Intel SSU (https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html)

• 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 it to "Detailed View." 

To save your scan: click on "Next"; then "Save." 


Best regards, 

Jean O.  

Intel Customer Support Technician


james321
Beginner
1,186 Views

Thank you Jean O for your reply. Please see attached report.


Jean_Intel
Moderator
1,161 Views

Thank you for the information provided. 

 

I will proceed to check the issue internally and post back soon with more details.

 

Best regards,

Jean O. 

Intel Customer Support Technician


exile
Novice
1,133 Views

I have a NUC11PAHi5 that I purchased and configured last week. I had installed the latest graphics driver 30.0.101.1191. I experienced the same problems as described by james321. If I left the unit for a length of time, so that the display switched off, then the unit would not respond to keyboard and mouse. I also could not access using the remote desktop.

After power cycling the unit the windows event log was read:
There was an entry stating "The previous system shutdown was unexpected". The date and time given was earlier than the time I power cycled, but several minutes after the event log reporting that "The system is entering connected standby, Reason: Idle Timeout." This indicates that the system completely crashed some time after entering connected standby (and turned off the screen).

After reading this thread I downgraded the graphics driver to 27.20.100.9466. The system has successfully come out of sleep / screen off since.

A detailed report from Intel SSU is attached.

Jean_Intel
Moderator
1,017 Views

Hello james321


Thanks for waiting for a response.


After some effort and discussing your issue, my recommendations are the following:


You can wait for a newer BIOS version for your unit; we are working to solve some issues. However, we have no ETA time to provide.


Process the Replace/refund for your unit under warranty, and directly contact Intel Customer Support to initiate the RMA process (you cannot do this through the forums). Here are pages where you can look up contact information, including local/country phone numbers, by geography: 


U.S. and Canada: Intel Customer Support 

https://www.intel.com/content/www/us/en/support/contact-support.html 


Europe, Middle East, and Africa: Intel Customer Support EMEA  

https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html 


Asia-Pacific: Intel Customer Support APAC  

https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html 


Latin America: Intel Customer Support LAR  

https://www.intel.com/content/www/us/en/support/contact-support/lar-contact.html 



Best regards, 

Jean O.  

Intel Customer Support Technician


james321
Beginner
951 Views

Thank you for your reply Jean.

I will consider the options as you have stated.  Meanwhile, would you envisage a new BIOS version to fix this problem?

Jean_Intel
Moderator
1,017 Views

Hello exile.

 

Thank you for posting on the Intel️® communities.  

 

Please submit a new question on the Nuc community forums, and provide a detailed explanation of the situation to have a more personalized troubleshooting step for your issue. If you'd like, you can try my suggestions from this thread.

 

Best Regards,

Jean O.  

Intel Customer Support Technician


exile
Novice
988 Views

I tried to raise a new question and attach the SSU report, but it appears that has resulted in my question being flagged as Spam. I have alerted the moderators to the spam flag, so hopefully this flag can be removed from my question, so it will appear on the forum?

I am surprised that the suggestions on this thread are to either return the NUC, or wait for a new BIOS, when both James321 and I have reported that the NUC works with graphics driver version 27, but not with graphics driver version 30.

Jean_Intel
Moderator
871 Views

Hello james321,


Thanks for your response.


Regarding your question, we are working on some fixes on the command BIOS Update for your unit, and we expect the BIOS update to solve the problem. Unfortunately, we cannot guarantee that the BIOS update will solve the issue you are experiencing.


Best regards, 

Jean O.  

Intel Customer Support Technician


johanongko
Beginner
612 Views

I have same problem for intel NUC PAHi5.

I found this update:

https://www.intel.sg/content/www/xa/en/support/articles/000087708/intel-nuc.html

I tried this solution for monitor sleep its working.

but for computer sleep still not working. have to unplug and restart. 

 

looking forward for further suggestion. 

thank you

 

 

 

johan ongko

johanongko
Beginner
612 Views

sorry Forget to say hello to Jean O. 

Jean_Intel
Moderator
841 Views

Hello james321,

 

I hope you are doing fine.

 

I have not heard back from you. So we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

 

Best regards.

Jean O. 

Intel Customer Support Technician.


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