NUC 11 do not shutdown

[Kruis]

Hi,

like many other users I have the problem of shutting down.

Several times, randomly, after shutdown my NUC11PAHi7 remains with fan and power led ON, but without video signal.

The problem started about 2 weeks ago, coinciding with an update of Windows 10 and some drivers (also from Windows 10, but created by Intel).
Please see attachment for details.

I am also attaching the Intel SSU report.

As suggested in this topic, please verify if the issue is due to the graphic driver ver 30.0.101.1191, because in my NUC there is just that!

Thank you,

Cris

[AndrewG_Intel]

Hello @Kruis

Thank you for posting on the Intel® communities.

In order to discard issues related to the driver update/installation process (we understand that the drivers were updated via the Windows* Update service), please try to restore the previous driver by using the rollback option:

1. Simultaneously press the Windows + X keys on your keyboard. Select Device Manager.
2. Expand Display Adapters.
3. Double-click your Intel® display device.
4. Select the Driver tab.
5. Click Roll Back Driver to restore.

Please test if the issue is fixed with a previous driver version and let us know the version of the driver that works fine.

Note: If the option to roll back the driver is grayed-out, one of the following applies:

• Your computer has not had a previous driver installed for that device.
• Your computer did not retain the driver files from the original version installed.

Once you have tested with the rollback option (if it was available), let's try a Clean Installation of the Intel® Graphics Drivers in Windows* to reinstall the latest Intel® Graphics DCH Driver for the Intel® NUC Version 30.0.101.1191.

Also, please load BIOS defaults (take note of any special setting before trying this):

1. Press F2 during start to enter BIOS Setup.
2. Press F9 to set BIOS default values.
3. Customize any BIOS settings, if desired (optional).
4. Press F10 to save and exit BIOS Setup.

As a final suggestion, you may try a BIOS Recovery (e.g.: Recovery by Security Jumper) using the latest BIOS 0042.

Please let us know the outcome of the steps and if there is a difference in the behavior.

Best regards,

Andrew G.

Intel Customer Support Technician

[Kruis]

Hello @AndrewG_Intel ,

thank you for your reply.

Unfortunately the driver roll back option is disabled then I have done a clear installation of the latest driver.

But I remember several months ago regarding the DHC graphic driver downloaded from Intel's website.

It was the 30.0.100.9929 and I remember several issues, in particular it prevented me from changing the screen resolution, essential for me because I have the NUC connected to the TV via HDMI.

Then I've reinstalled it by restoring the previously installed version.

This new version is surely installed by Windows Update. But now I can change the resolution without problems.

Instead, I reset to the BIOS defaults. 

I take a few days to check if the problem recurs then I will update this thread.

Please let me know if you have any news or solutions.

PLEASE NOTE:  There is an error in the procedure to Clean Installation of the Intel® Graphics Drivers in Windows. Between the steps 13 and 15, the step "Use the .exe to reinstall the new driver" is missing!

Thank you,

Cris

[Kruis]

Hi @AndrewG_Intel ,

the problem has not been solved, it occurred again a little while ago.

Regards,

Cris

[Erftstaedter]

Hello,

this seems to be a bug caused by latest versions of the driver for the graphics card.

Probably all devices are affected that have drivers of versions 30.xx......... installed.

On my NUC11PAHi7 a downgrade to this earlier version of the drivers helped:

https://www.intel.com/content/www/us/en/download/19344/30381/intel-graphics-windows-dch-drivers.html...

Since installing this driver version, my NUC shuts down reliably and no longer causes any problems.

Best regards,

Erftstadter

[AndrewG_Intel]

Hello @Kruis

Thank you for your response and for all the details. Thanks also to @Erftstaedter for the feedback.

Please allow us to review this further. As soon as more details are available, we will be posting back here in the thread.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello Kruis

After reviewing this further, we would like to inform you that this seems to be a driver issue. Intel® is aware of this behavior and currently working on a solution, unfortunately, we don't have an ETA for a fix yet.

In the meantime, we recommend two options:

• Rolling back to a previous driver version 27.20.100.xxxx.
• Updating to a generic driver version newer than 30.0.101.1191

Several driver versions (newer and older versions) can be found in this link: Intel® Graphics – Windows* DCH Drivers. If you have issues with the rollback or updating the driver, please try the steps in the article: Clean Installation of the Intel® Graphics Drivers in Windows*

Once we have any new information regarding this issue, we will be posting the details here in the thread.

Best regards,

Andrew G.

Intel Customer Support Technician

[BrianCox_Lumedica]

Hey @AndrewG_Intel , can you update us on this issue? Has it been fixed yet? If not, do you have an ETA now? Thanks!

[KHL]

Since rolling back to a previous driver my NUC11TNBi7 shuts down. Many thanks to all

[AndrewG_Intel]

Hello all,

We do apologize for the delay in getting back to you. We have released a new graphics driver.

For the NUC11PA shutdown issue, please download and install the generic Intel® Graphics DCH Driver, version 31.0.101.3222/31.0.101.2111.

Please feel free to post back with feedback about the outcome.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello @Kruis

We are checking this thread and we would like to know if you were able to review our previous post. Were you able to install and test the driver version 31.0.101.3222/31.0.101.2111?

If you need further assistance, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[ihp]

I was using 31. … 1069, and updated to 31. … 3222, and the incomplete shutdown problem recurred after 2 days. I have reverted to 31. … 1069. Can Intel keep working on this please?

[AndrewG_Intel]

Hello @ihp

Thank you for posting on the Intel® communities. If you still experience the "no shutdown issue" after installing the latest graphics driver, we recommend to contact us directly by phone/Chat/WebTicket and ask for a remote assistant so we can continue helping you with this issue.

Here is the "Contact us link" where you can find the options for chat and web tickets, and phone numbers information.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello @Kruis

We have not heard back from you so we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards,

Andrew G.

Intel Customer Support Technician