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FiZi
Beginner
4,827 Views

NUC NUC7I5BNH won't power off

After installing the Windows 10 Fall Update my NUC7I5BNH won't power off unless I press and hold the power button until it turns off (hard off).

If I shutdown via Windows it just immediately starts Windows back up. I don't even get to the BIOS/UEFI splash screen.

If I press the power button on the front of the NUC the same behavior happens.

Video: https://youtu.be/tVQmPEgUsIY Intel NUC NUC7I5BNH won't power off - YouTube

0 Kudos
22 Replies
FiZi
Beginner
1,235 Views

Just updated to the latest BIOS, 054 I believe, and this issue still persists.

idata
Community Manager
1,235 Views

FiZi: Thank you very much for contacting the Intel® NUC communities. We are sorry to hear the NUC is not working properly.

 

 

In this case to try to fix this problem we can always re-install the chipset driver:

 

https://downloadcenter.intel.com/download/26801/NUCs-Intel-Chipset-Device-Software-for-Intel-NUC-Kit... https://downloadcenter.intel.com/download/26801/NUCs-Intel-Chipset-Device-Software-for-Intel-NUC-Kit...

 

 

Also, for testing purposes, do you have the option to re-install Windows and test the NUC without the Windows® Fall Creator's update?

 

 

Any further questions, please let me know.

 

 

Regards,

 

Alberto R

 

FiZi
Beginner
1,235 Views

I tried the latest drivers from here: https://downloadcenter.intel.com/download/20775/Intel-Chipset-Device-Software-INF-Update-Utility- Download Intel® Chipset Device Software (INF Update Utility)

That didn't help

I tried from your link, it asked me to downgrade which I did.

That didn't help.

I can technically wipe/reload this thing but I'd REALLY rather not. That's a lot of work. Let me see if I can roll back the upgrade.

idata
Community Manager
1,235 Views

FiZi: Thank you for letting us know those details. Sure, no problem, try to roll back the upgrade and when you get the chance please let us know the results.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

LeonWaksman
Super User
1,235 Views

Hello Eric,

If you didn't yet please update your Intel Management Engine driver with the latest version: https://downloadcenter.intel.com/download/26482/Intel-Management-Engine-Consumer-Driver-for-Intel-NU... Download Intel® Management Engine Consumer Driver for Intel® NUC Kit NUC7i3BN, NUC7i5BN, NUC7i7BN

If you have already updated this driver and still you have problem with shut off, please configure the Management Engine driver to enable shut off:

1. Use Windows shortcut key Win + X to launch the Jump List.

2. Select the Device Manager.

3. Expand the System devices entry.

4. Navigate and double-click the Intel Management Engine Interface.

5. Choose the Power Management tab.

6. Uncheck the Allow the computer to turn off this device to save power.

Leon

FiZi
Beginner
1,235 Views

Tried this, on change. Thanks for the suggestion.

JKell20
Novice
1,235 Views

I am seeing the same behavior on an NUC7i3BNH.

idata
Community Manager
1,235 Views

FiZi: Thank you very much for letting us know those results. Were you able to roll back the update?

 

 

clegg1978: Please submit your inquiry on a new thread, the reason for this is that every scenario is different even if the same product is being used, so for us to better assist you and in order to try to fix the problem, please submit a new thread:

 

/community/tech https://communities.intel.com/community/tech

 

 

Let me apologize for any inconvenience.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

FiZi
Beginner
1,235 Views

I just checked now and it looks like I've waited to long. I can no longer roll back. I'd have to wipe/re-install and I'd really rather not.

LeonWaksman
Super User
1,235 Views

May be the following thread will be interesting for you (please read it to the end):

Leon

idata
Community Manager
1,235 Views

lw1948: Thank you for sharing that link.

 

 

FiZi: Thank you very much for letting us know that information. Please let me know if the information on that thread was useful for you.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

FiZi
Beginner
1,235 Views

Wasn't exactly my issue. The idea that RAM was causing it after the system worked perfectly fine for nearly a year seemed odd.

It did get me thinking though....

I have a Samsung 960 EVO m.2 in my NUC. I downloaded/installed Samsung Drive Magician and updated the firmware on the SSD.

My problem is now resolved. The NUC shuts down properly and the power button shuts it down as well.

idata
Community Manager
1,235 Views

FiZi: Perfect, thank you very much for letting us know those results. We are glad to hear the NUC is working fine now.

 

 

Any other inquiry, do not hesitate in contact us again.

 

 

Regards,

 

Alberto R

 

FiZi
Beginner
1,235 Views

Sorry turns out I spoke to soon.

After the firmware update on the SSD the problem appeared to have gone away.

I then updated the BIOS on my NUC to 0056 from 054 and the problem returned.

idata
Community Manager
1,235 Views

FiZi: Thank you very much for providing that information. We are sorry to hear the problem came back.

 

 

I just checked our web site and there is another BIOS version for your NUC and it is 0057, please try that BIOS version to try to fix this issue:

 

https://downloadcenter.intel.com/download/27347/BIOS-Update-BNKBL357-86A-?product=95067 https://downloadcenter.intel.com/download/27347/BIOS-Update-BNKBL357-86A-?product=95067

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

FiZi
Beginner
1,235 Views

I had the wrong version numbers. I'm already on 057.

I updated Intel ME and the Bluetooth/Wireless driver today, everything else is the latest. No change.

idata
Community Manager
1,235 Views

FiZi: In this case then to replace the NUC will be the next thing to do since we basically tried all the troubleshoot steps recommended for this scenario and it seems to be a hardware problem.

 

 

Please get in contact directly with Intel to confirm if the product is eligible for warranty:

 

Chat support:

 

http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat,

 

 

For phone support, depending on your location, you will see the contact information on the links below:

 

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

 

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

 

LAR contact information: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html

 

North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

FiZi
Beginner
1,235 Views

Oh I might have fixed it.

I was out of the country for the last week and killed the power to my NUC for an entire week by shutting off it's power bar.

Since then it's been properly shutting down when using the power button on the front of the unit. Might have just needed it's power completely drained?

Will report back if the issue returns

idata
Community Manager
1,235 Views

FiZi: Perfect, excellent, thank you very much for letting us know that information, yes, maybe the NUC needed it's power completely drained and hopefully it should work with no problems from now on.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R