Intel® NUCs
Support for Intel® NUC products
Announcements
This community is designed for sharing of public information. Please do not share Intel or third-party confidential information here.
12001 Discussions

NUC 9 Extreme Kit USB ports not working

lingdom1993
Beginner
250 Views

The machine was working perfectly before with the operating system Ubuntu 18.04 installed. Somehow, after I restarted the NUC 9, all USB ports did not work anymore. The machine was dead since I could not use a keyboard or mouse to input. I was wondering if anyone could help me troubleshoot this issue and give a solution.

0 Kudos
1 Solution
n_scott_pearson
Super User Retired Employee
221 Views

Power off the system. Then, power on the system - but holding the power button in until you see its LED change color. This should cause the Power Button Menu to appear on the primary monitor. Once it appears, hit the F2 key (yes, on your USB-based keyboard). This should get you into BIOS Setup.

If it worked, you should do the following:

  1. Press F9 (followed by Y) to reset the BIOS configuration.
  2. Press F10 (followed by Y) to save the updated configuration and reset the system.
  3. At the BIOS POST splash screen, press F2 to again enter BIOS Setup.
  4. Make the changes to the BIOS Configuration that you absolutely need. Do not enable Fast Boot.
  5. When done, press F10 (followed by Y) to save the configuration changes and reset the system.
  6. The system should boot to your O/S - with USB working.

If pressing F2 didn't work, then your NUC has likely suffered a hardware failure. If you are within a month of your NUC purchase, you should be able to get your NUC replaced by the storefront where you purchased it. If that isn't the case (or is not possible), then, after verifying that your warranty is (still) active (here: Determine if Your Product Is Still Under Warranty), you need to directly contact Intel Customer Support to initiate the RMA process (you cannot do this here in the community). Here are pages where you can lookup contact information, including local/country phone numbers, by geography:

You can use the online forms service or email, but I actually recommend calling them directly. The above links provide local or toll-free numbers in most countries and support most local languages. You could also use the chat service (start here: Intel Customer Support Chat), but understand that this service is offered in English only and is subject to the normal (9:00-5:00 M-F) office hours in the Pacific (UTC-8) time zone.

Hope this helps,

...S

View solution in original post

4 Replies
n_scott_pearson
Super User Retired Employee
240 Views
Have you tried simply unplugging everything, including A/C power, from the system, for 10-15 minutes?
...S
lingdom1993
Beginner
237 Views

Yes, I have tried that for at least half an hour. No USB connection can be recognized. 

n_scott_pearson
Super User Retired Employee
222 Views

Power off the system. Then, power on the system - but holding the power button in until you see its LED change color. This should cause the Power Button Menu to appear on the primary monitor. Once it appears, hit the F2 key (yes, on your USB-based keyboard). This should get you into BIOS Setup.

If it worked, you should do the following:

  1. Press F9 (followed by Y) to reset the BIOS configuration.
  2. Press F10 (followed by Y) to save the updated configuration and reset the system.
  3. At the BIOS POST splash screen, press F2 to again enter BIOS Setup.
  4. Make the changes to the BIOS Configuration that you absolutely need. Do not enable Fast Boot.
  5. When done, press F10 (followed by Y) to save the configuration changes and reset the system.
  6. The system should boot to your O/S - with USB working.

If pressing F2 didn't work, then your NUC has likely suffered a hardware failure. If you are within a month of your NUC purchase, you should be able to get your NUC replaced by the storefront where you purchased it. If that isn't the case (or is not possible), then, after verifying that your warranty is (still) active (here: Determine if Your Product Is Still Under Warranty), you need to directly contact Intel Customer Support to initiate the RMA process (you cannot do this here in the community). Here are pages where you can lookup contact information, including local/country phone numbers, by geography:

You can use the online forms service or email, but I actually recommend calling them directly. The above links provide local or toll-free numbers in most countries and support most local languages. You could also use the chat service (start here: Intel Customer Support Chat), but understand that this service is offered in English only and is subject to the normal (9:00-5:00 M-F) office hours in the Pacific (UTC-8) time zone.

Hope this helps,

...S

lingdom1993
Beginner
205 Views

Highly appreciate your help! By pressing F2, I opened the BIOS setup. In the BIOS setup menu, both keyboard and mouse could be recognized. So, it showed that the issue was from the Ubuntu system but not from the NUC BIOS. I guess when I restarted the NUC, the Ubuntu system got updated and somehow caused the keyboard and mouse not to work.

This issue can be fixed by installing the input X Server’s driver again.

  • Upon boot press 'esc' to enter the grub menu.
  • Choose 'Advanced options for Ubuntu' -> 'Linux xxx (recovery mode)'
  • Then choose 'root'
  • In the root prompt install 'sudo apt-get install -y xserver-xorg-input-all'
  • Reboot and everything is good

 

Reply