NUC not powering down all the way?

[David9723]

I have i5 NUC 11 model RNUC11PAHI50001

When i shut down windows the blue light on the on/off button stays on with no hdd activity light.

If i press the on/off button the NUC will not boot up. If i pull the power cord the blue light goes off and the button works as it should.

It does this randomly sometimes it shuts all the way down.

I'm using win 11 Pro fast boot is disabled.

Any suggestions?

Thanks

[sprocketoctopus]

@PCLOGICNZ 

[W10 latest version; 2 x 27" monitors 1 x HDMI; 1 x mini DP]

HTH

[PCLOGICNZ]

Well we up to 22nd July 2022 now. Still no fix. I have talked to my distributor and they have several units back with this issue they have been testing. They have taken Intel stand of you must downgrade the video driver until Intel fix the issue.  it does not guarantee that the unit will turn off though. 

So intel where are we up to?  You say you are working on it. No communication from you means we are left in the dark. "are they really working on it??   or is it "if we just ignore everyone , they will go away?" 

In New Zealand our customers are protected by our "Consumers guarantee act"  "Which means the item supplied must do what it is intended to do." Otherwise the manufacture has to repair, replace or credit the item. It also states the item must be repaired, replaced or credited in a timely manner. ie generally 3-4 weeks max would be acceptable here. Currently we are talking about months here.! 

So currently if my customers return them to me. Then I must return them to Intel to fix, replace or credit. If they do not complete that in reasonable time then they must credit or replace with a working unit. 

So any update?  

[Ronny_G_Intel]

Hi everyone,

We just released a new GFX driver (version 31.0.101.2111), you may find the driver here: Intel® Graphics – Windows* DCH Drivers

Please try it as this driver should address the "no shutdown issue".

Keep in mind that the NUC team is currently validating it and it is still not listed under your NUC download center website.

I would appreciate it if you report back the results of running this new driver version.

I am really sorry for the inconvenience generated by this issue and dont even know how to apologize more, I really hope this driver fixes this issue.

Regards,

Ronny G

[Nanoband]

Thanks Ronny. I've installed 31.0.101.3222 on my NUC11PAKi5 earlier today.  I've shutdown a couple times during the day, and so far it has worked flawlessly.

[tstob1]

Installed this driver and Windows update put  27.20.100.8935 and my colleague got a black screen on reboot. 

I would wait on this and use the older driver maybe? who knows

[amdahl470]

This sounds worse than the problem being fixed.

[Ronny_G_Intel]

Hi everyone,

Thanks for the feedback.

I am closely monitoring the validation results for Graphics Driver Version 31.0.101.2111 and I will keep you updated.

If you run it and have any issues please go back to the official validated version for NUC: https://www.intel.com/content/www/us/en/download/19350/intel-graphics-dch-driver-for-intel-nuc.html

Thanks,

Ronny G

[Ronny_G_Intel]

Hi everyone,

We have a new driver revision, Graphics Driver version 31.0.101.3222 addresses the issue reported in this community.

Here is the URL for download: https://www.intel.com/content/www/us/en/download/19344/738230/intel-graphics-windows-dch-drivers.htm...

Please report back if after running this driver the system is not behaving as expected.

If after running this new driver, the "not shutdown issue" is resolved but something else is not right, I would recommend creating a new community post or reaching out directly to Intel Customer Support.

Thanks for your patience and understanding.

Regards,

Ronny G

[AndrewG_Intel]

Hello David9723

We are checking this thread and we would like to know if you were able to install and test the Graphics Driver version 31.0.101.3222.

Best regards,

Andrew G.

Intel Customer Support Technician

[PCLOGICNZ]

I will be testing this tomorrow afternoon. I will be doing 1 x Win10 and 1 x Win11 both o BIOS 0046.

I know these ones will fail a shutdown within 15mins of testing so will be interesting to see the results. 

[sprocketoctopus]

@PCLOGICNZ  I have installed this on a UEFI/BIOS V46 W10 NUCi5 11th Gen; and so far so good.

I hope you have the same result.

Cheers

~S.O

[AndrewG_Intel]

Hello @David9723

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

[GianniR]

Hello, please leave it open until 30/09 we are performing test.

Thank you

[sprocketoctopus]

@AndrewG_Intel 

Fair's fair mate!

We waited months and months patiently for a fix. We tried interim fixes, UEFI/BIOS updates, work arounds - but still waited!

And we also dealt with the customers that were as mad as a cut snake about their crook NUC's!

Can you please give us the same courtesy back and just give us until the end of September, as we test your fix on our NUC's collectively?

I'm sure @PCLOGICNZ will also chime in here with perhaps a similar sentiment - he had multiple machines affected I think.

Thanks.

Cheers!

~S.O

[IT-Tech42]

@AndrewG_Intel 

Installed the new Driver on our 30x i5 NUC 11 model RNUC11PAHI50001 this tuesday.

The problem persists with at least two. But we have to do more tests and will get here to report back.

It's bitter that Intel took so long, but the problem didn't seem to be completely fixed. At least at first glance.

Quickly closing the thread is also a typical helpdesk mentality. A little out of place if you ask me

[PCLOGICNZ]

I have updated all 5 of the NUC's on one site. Windows 10/11 mix with Bios 0046 and Graphics Driver version 31.0.101.3222

All 5 shutdown properly.  I have also disabled automatic driver update just in case.  

So I am rapped with that. 

I too am disappointed it has taken soooooooo long to get this fixed.  My customer was so frustrated with this issue. 

What made it worst was that in order to power off a stuck nuc you have to hold the power button for like 15-20 seconds before  it would turn off. Otherwise pull the power cord.

In the end I also involved my Distributor as they had units returned with this problem so they could try the latest fixes before I annoyed my customer again.  

Would like to know the issue with 2 problems units @AndrewG_Intel  has incase I come across that as well.

Also Intel keep mentioning doing the BIOS update twice?  I have never done that. Has anyone else done that?  

[sprocketoctopus]

@PCLOGICNZ  - I have never heard of the "Also Intel keep mentioning doing the BIOS update twice?  I have never done that. Has anyone else done that? "

Can you point me where you found that nugget?

Just a FYI - I have a support ticket open until the end of September - to make sure this fix works! Support wanted to close it sooner, but I insisted to keep it open a little longer - due to other unrelated issues.

[PCLOGICNZ]

If you go tot he original BIOS 0046 download page..

https://www.intel.com/content/www/us/en/download/19694/bios-update-patgl357.html

It mentions it here. But I only assume it is if you were on Bios 0040 or earlier and updated to 0042 or 0046. 

• For the HDMI 2.1 firmware to be updated properly: If the BIOS was updated from version 0040 or earlier, to version 0042 or version 0046, then you must update to version 0042 or 0046 twice.

[sprocketoctopus]

Thanks. I read that but not carefully!

[amdahl470]

Installed the latest bios and video driver.  No problems so far with this combination.

[KurtCCN]

Yes, all my 20 NUCs power down.

Reboot sometime takes quite a long time, feels like minutes, until the black screen goes and the NUC Logo appears.