NUC switches off - Critical error 'Kernal-Power'

TPaul5 · ‎07-08-2019

I have a NUC8i7BEH purchased in January that has had three fatal shutdowns where the machine just switches off. All have an error 'Kernal-Power' when I search the event viewer.

The NUC is connected to a UPS and it shows no sign of problem (the LCD is on and the power range looks fine).

Windows update is run regularly with no outstanding updates.

I suspect hardware but am not sure how I would establish the specific cause. Any ideas?

Thanks :-)

Abigail_G_Intel · ‎07-08-2019

Hello TPaul5,

Thank you for posting on our Intel Community.

In order to have more information about your system please provide the following report:

Please run the Intel® System Support Utility to have the details about the drivers installed: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-

Click the menu where it says summary to change to Detailed View.
To save your scan, click Next and click Save. You can save the file to any accessible location on your computer.
Please attach the document to the next post.

Some causes for this issue could be related to the power plan settings on the operating system, memory RAM compatibility/failure, BIOS not up to date or could be also a hardware failure. Therefore, I will be able to provide you recommendations for troubleshooting based on the system report.

Thank you in advance,

Abigail G

Intel Customer Support Technician

Under Contract to Intel Corporation.

TPaul5 · ‎07-09-2019

Thanks for the note Abigail.

The detailed scan results are attached.

Warm regards

Tim

Abigail_G_Intel · ‎07-09-2019

Hello TPaul5,

Thank you for the information provided.

Based on the error shown in Event Viewer and the information provided on the system report I would like to mention that the error is associated with some files probably corrupted of your operating system or system application/drivers.

In order to void this error the recommendations would be the following:

1. Update the drivers to their latest versions (Wireless, graphics, Ethernet, Bluetooth, etc). You can use the Intel® Driver & Support Assistant: https://downloadcenter.intel.com/download/28425/Intel-Driver-Support-Assistant (No compatible with Internet Explorer®).

Note: I noticed that your BIOS version is not up to date, so I would recommend you to perform this update as well.

2. Check if the error occurs while running a specific application, uninstall the application and check if the issue persists.

3. Clean your disk temporary files:

Press on your keyboard Windows Key + R
Type "cleanmgr" and hit Enter
The Disk Cleanup dialog box will appear with series of checkboxes you can select. Please check "Temporary Files" and click Ok.

4. Perform a clean installation of the operating system.

5. Check and Repair Your System Disk Drives for Integrity Issues, you can use the following link with more instructions: https://www.intel.com/content/www/us/en/support/articles/000031904/memory-and-storage.html

Note: We also recommend to use the disk check and repair tool provided by your OEM, to check the status of your drive.

Best Regards,

Abigail G

Intel Customer Support Technician

Under Contract to Intel Corporation.

TPaul5 · ‎07-09-2019

Thank you for your response Abigail and advice regarding driver, particularly the BIOS, updates. These have now been updated. I have two questions in this regard: 1) Why aren't these drivers pushed via Windows Update and 2) If Windows Update is not Intel's preferred push mechanism, how can I turn on push notifications of a driver requiring updating?

With regards to your other suggestions I am somewhat confused. The Event error is a kernel power error meaning communications between OS and kernel ceased unexpectedly. Given the kernel is running in ring zero and the advice you have provided relates to applications running in ring three, I can't see how these would result in the fault I've reported. Further, as you indicated in your original response, and with which I agree, hardware is a most likely culprit for kernel errors. Yet, we seem to have, at this stage, completely bypassed any fault finding relating to hardware, other than disk (a most unlikely cause of a kernel power error). Based on my understanding of the error and likely causes I would want to be checking RAM (I have run the memory diagnostics found under Administrative Tools in Windows 10. No errors were detected), but more likely power as a source of the fault. And, to ensure you understand what happened at the time of the error, my NUC beeped once and turned off. This is not a symptom consistent with any application error. And, given the beep, I would suggest that the problem generated a hardware level event. Would you agree or do you have an alternative hypothesis?

Thank you and regards

Tim

Abigail_G_Intel · ‎07-10-2019

Hello TPaul5,

Thank you for the response.

Regarding your first two questions:

These are the customized drivers provided by Intel for this Intel® NUC Kit NUC8i7BEH, we add/remove features based on the hardware and software specifications so the computer will have the best performance with your devices (such as Wireless, Ethernet, graphics, etc.) If the OS automatically advises you to perform a driver update will be with the Windows* default drivers.
Using the Intel® Driver & Support Assistant (Intel® DSA) you can set up this application to auto-check scan (Daily, Weekly, Monthly), so it will tell you when an update is needed and will install the customized drivers for the NUC.

Yes, the event ID 41error is present when "The system has rebooted without cleanly shutting down first", could be related to an issue with the hardware as I mentioned in my first post, however, I also mentioned that could be related to an operating system error. My second post was made and addressed to software error based on the system report that you have provided since this one shows under the Windows* Errors "Event Name: MpTelemetry". So I did some research and I was able to find those recommendations for this error.

Please check the links below with some helpful information regarding these errors:

Note: Please be aware that the content on that site is not controlled by Intel. This information is offered for your convenience and should not be viewed as an endorsement by Intel for the merchants or services offered there.

So I am not pointing that the issue would be only related to the operating system, this is my perspective and my recommendations based on the information and of course, if you performed the driver updates and there is no application issue associated and the OS clean install and the issue persists I would recommend you to check the hardware on your NUC (power supply, SSD, RAM and the NUC itself).

Now, regarding the beep information that you have provided, I would like to ask you for more time while I check for this specific behavior of beeping and then shutting down.

Best Regards,

Abigail G

Intel Customer Support Technician

Under Contract to Intel Corporation.

TPaul5 · ‎07-11-2019

Dear Abigail,

Thank you very much for the information about Intel® Driver & Support Assistant. Its really helpful.

Thanks too for the links and following up on the beep.

I have tested RAM, hard disk and SSD. I would appreciated guidance on how best test the power supply and NUC itself. Can you make a recommendation please?

Thanks in advance

Warm regards

Tim

Abigail_G_Intel · ‎07-11-2019

Hello TPaul5,

Thank you for the response.

Regarding the beep, before the NUC shuts down, I was checking the information and the cause could be a BIOS beep related. But this is not a usual problem, besides that the NUCs don't have speakers, but if you have speakers connected and hear this noise, this could be related to a BIOS issue.

This error can be solved by updating the BIOS and doing a BIOS recovery using the BIOS security jumper. Here is the link with the steps to follow: https://www.intel.com/content/www/us/en/support/articles/000005532/mini-pcs.html?_ga=2.240248899.1943476065.1562876169-428019472.1560282539

To check if there is an issue with the power supply you can use a Multimeter and check if the electric fluid, but if you don't have one, please contact Intel Customer Support. We can provide you further recommendations based on the warranty terms.

If you have exhausted the possibilities of external causes (such as RAM, SSD, operating system, USB devices, etc) to make the machine fail and you mistrust of the board performance then please contact Intel Customer Support to check warranty options.

Best Regards,

Abigail G

Intel Customer Support Technician

Under Contract to Intel Corporation.

TPaul5 · ‎07-13-2019

Thank you very much Abigal, your help has been fabulous. I have tried your suggestions and will now monitor the NUC. As per my open question, there is quite some time between occurrences of this error so perhaps we should close this thread?

Thank you again and warm regards

Abigail_G_Intel · ‎07-15-2019

Hello TPaul5,

You're welcome, it's been a pleasure to assist you during this inquiry.

Yes, I noticed that the error appears once in a month, or can take even more. If you have performed all the steps that I have advised, I would recommend you to get in contact with Intel Customer Support in order to check the warranty status and options.

Please let me know which of the options seems better for you.

Best Regards,

Abigail G

Intel Customer Support Technician

Under Contract to Intel Corporation.