Solved: NUC 11 Pro does not enter hibernation (S4) reliably

carlfriedrich · ‎03-17-2022

I have a NUC11TNK with an i7-1185G7 CPU running Windows 10. My problem is that in ~ 4 out of 10 times my system won't enter hibernation mode correctly. At first everything seems to be done correctly: the OS is shut down, the screen goes blank. But then the device just does not power off, i.e. the power LED stays lit. Pressing the power button or any buttons on the keyboard do not have any effect in this state. The only way to get out of it is either plugging out the power cord or 10-sec-long-pressing the power button to force power-off. Afterwards the system will not wake up from USB (which I normally use) but only from the power button.

I have tried disconnecting my USB devices in order to check if any of those keeps the device awake, but even with none of them connected the error stays the same.

I also tried disabling all unneeded onboard components in the BIOS and played around with several other BIOS options. The error still persists, even with "Deep S4/S5" enabled.

My hardware:

RAM: 2x Kingston HyperX Impact 8GB DDR4-3200 CL20 (HX432S20IB2/8)
SSD: Western Digital Blue SN550 M.2 2TB M.2 (WDS200T2B0C)
Monitor: ASUS VX24A via HDMI
Mouse: Microsoft Bluetooth Ergonomic Mouse

These are the only parts I am using on my NUC, nothing else connected.

Does anybody have an idea what prevents the system from powering off correctly when entering hibernation? Any clues what I could check or try?

carlfriedrich · ‎03-19-2022

Hi @DeividA_Intel,

thanks for your reply. The good news is that I was already able to resolve this issue. I did some testing with live Linux environments on USB drives and tested hibernation from there, which was working correctly in 100% of all times. So I assumed that my NUC and the BIOS settings are okay, and the cause must be either my hard drive or my Windows installation.

I searched the internet for Windows hibernation problems in general and stumbled upon this thread from a Microsoft forum:

https://answers.microsoft.com/en-us/windows/forum/all/windows-10-freezes-after-shut-downsleephibernate/29c61f48-1542-4777-96d7-2b1e7b14739d?page=5

The answer by DannyLive fixed the issue for me! I disabled the power management setting "Allow this computer to turn off this devie to save power" on the "Intel(R) Management Engine Interface #1" device in my device manager:

I tried hibernating 30 times with this setting disabled with not a single failure now.

So in the end this seems like an Intel driver issue? Is this a known bug?

View solution in original post

DeividA_Intel · ‎03-18-2022

Hello carlfriedrich,

Thank you for posting on the Intel® communities. I understand you are having issues with your NUC11TNK.

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

1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html
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".
To save your scan, click Next and click Save.

2. Is this issue recent? If so, when did it start?

3. Did you notice the after a systems update (Windows, drivers, BIOS)?

4. Have you noticed any blue screen of dead since the issue started?

Regards,

Deivid A.

Intel Customer Support Technician

carlfriedrich · ‎03-19-2022