NUC Fails to Wake From "Sleep"

[KOhrn]

I'm not sure if this is a graphics problem, a software problem, or CPU or motherboard.

Occasionally, the NUC 8i3BEH won't wake from some unknown state of suspension. The symptoms are black monitors and complete unresponsiveness.

The only remedy is to power it off.

I've been through the usual Windows 10 remedies. BIOS is up to date. Intel software is up to date

[David_V_Intel]

Hello KOhrn,

Thank you for posting on the Intel ® communities.

I would like to know if you have tried booting up with only one monitor (HDMI), this is for testing purposes. Also, I can see that you are using a generic driver rather than the latest driver for the unit. Please refer to the link below and install the latest driver tested for the unit:

https://downloadcenter.intel.com/download/28974/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NUC?product=126150

Let me know the outcome please.

David V

Intel Customer Support Technician

A Contingent Worker at Intel

[R_Kede]

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[R_Kede]

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[RJohn53]

Same problem with my Hades Canyon, using drivers supplied by Driver & Support Assistant. When running the Assistant, the Management Engine Interface repeatedly fails to update; don't know if that's related. The occasional failure to wake from sleep began within the last couple of months.

[David_V_Intel]

Hello RJohn53,

Thank you for your response.

I appreciate you taking the time to provide the feedback, remember that even when the issue is similar, the configuration can be different and thus we recommend creating your own ticket for support, of course you can keep following this thread as I work with KOhrn to find a fix for his specific problem.

Again, thank you very much for your feedback, it is really valuable.

David V

Intel Customer Support Technician

A Contingent Worker at Intel

[David_V_Intel]

Hello KOhrn,

Were you able to check my first post?

Please let me know if you need more assistance.

David V

Intel Customer Support Technician

A Contingent Worker at Intel

[SChau10]

My Skull Canyon NUC6i7KYK has been suffering the same symptoms for a few months now. Exactly the same problem: unit enters sleep normally with power LED blinking, but wake-up as triggered by USB keyboard, mouse or RTC timer results in a black screen and complete system unresponsiveness.

I also have an HP tower PC with i7-7700T processor that started suffering the same thing. My PCs are all updated to their latest production BIOS releases, and OS is Windows 10 Pro 64-bit version 1903 (19H1) with latest cumulative updates.

My son's gaming tower running NVIDIA graphics has also been hit with the same failure, so it looks like this issue is not specific to Intel NUCs.

So far I have only one unconfirmed hypothesis: Resume-from S3 Sleep fails intermittently on systems running recent Windows 10 OS versions (e.g. 1809 & 1903) and NVMe PCIe SSDs as OS boot drives.

I have not done enough system configuration changes and control experiments to support or disprove this hypothesis, but several PCs have been systematically upgraded from SATA SSDs to NVMe PCIe SSDs (mostly Samsung) and the resume-from-Sleep failures seem roughly coincident with these storage upgrades. Both Win10 inbox NVMe driver (stornvme.sys) and Samsung NVMe driver have been used, with neither being totally effective in preventing this failure. Contrast this with the same systems (NUC & HP tower) a year or so ago when they ran earlier Win10 versions from SATA SSDs, when there was virtually no incidences of trouble resuming from sleep.

Disabling Sleep or replacing Sleep with OS shutdown are the two things I've done to workaround this failure, but they are not acceptable solutions for various reasons. Until the root cause(s) of these resume-from-sleep failures can be determined, there will be plenty of unproductive wild goose chases.

[R_Kede]

Hi SChau10

This is really embarrassing for me but I the cause of my issue ( resuming from sleep ) derived from both an old keyboard & an old mouse. yesterday I bought a new keyboard with touchpad and everything has been working flawlessly. Nobody told me it might be a keyboard/ mouse issue.

My previous keyboard & mouse were 13 years old but had no noticeable malfunction. they were simply ( probably ) incompatible.

My NUC is ok.

[David_V_Intel]

Hello KOhrn,

Please contact us back if you need more assistance.

David V

Intel Customer Support Technician

A Contingent Worker at Intel