NUC won´t wake up from standby

[HN1]

Hello Guys,

I have the following problem with my NUC ( (Product Code: BLKNUC7i7DNK2E). When I leave for lunch, I don´t fully turn off my NUC, but instead just lock the screen and it will go to standby after a while.

Afterwards it won´t wake from standby and the screens (2x Samsung S27E330 connected with HDMI) stay black. The power lamp is on but nothing else is happening, which leaves me no choice but to cut the power and reboot.

Now it´s not turning on properly, but only if two displays are connected. When I disconnect the one using the Protected UHD Hdmi Port the NUC starts normal. This does not solve my problem though, as I am not able to use two displays anymore.

Any ideas?

Thanks for the help

[idata · Accepted solution]

Hello Hansano,

Thank you for joining this Intel Community.This issue could be related to BIOS settings and the Intel® HD Graphics driver version installed in your Intel® NUC. Please follow these recommendations to troubleshoot this issue. 1. Try disabling Deep S4/S5 in BIOS. Power settings > Deep S4/S52. Try installing the latest graphics driver for the Intel® NUC in case it is not up to date.Intel® NUC Kit NUC7i7DNKEVersion: https://downloadcenter.intel.com/download/28113/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NUC-Kit-NUC7i3DN-NUC7i5DN-NUC7i7DN?product=130392 24.20.100.62293. Please run the Intel® System Support Utility and attach the report to this thread to confirm the BIOS version and system configuration.1.Download the Intel® System Support Utility and save the application to your system. https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=916002.Open the application and click Scan to see system and device information. The Intel® System Support Utility defaults to the Summary View on the output screen following the scan. Click the menu where it says summary to change to Detailed View.3.To save your scan, click Next and click Save. You can save the file to any accessible location on your computer.To attach a file, you must click "Use Advanced Editor" on the upper right hand corner of the response box, then the "attach" option will appear on the bottom right hand corner of the response box.Wanner G.Intel Customer Support TechnicianUnder Contract to Intel Corporation

[HN1]

Hello Wanner,

sadly updating the graphics driver did not change anything. I disabled deep sleep, but could not test the outcome of this change yet.

The system report should be attached.

Kind regards Hansano

[idata]

Hello Hansano,

Thank you for trying out the steps recommended.Please let us know if disabling Deep S4/S5 in BIOS fixes this issue. If is not fixed, you can also try these steps:1. Check the Windows* Advanced Power Settings.Settings > System > Power & Sleep > Advanced Power settings > Change Plan settings > Change Advanced Power settings > Sleep.2. Check if there is a firmware update for the displays. Wanner G.Intel Customer Support TechnicianUnder Contract to Intel Corporation

[idata]

Hello Hansano,

Were you able to perform the steps recommended above?Wanner G.Intel Customer Support TechnicianUnder Contract to Intel Corporation

[HN1]

Yes I did perform the steps, and did not have any problems ever since, but disabling sleep seems to be a temporary fix as it does not adress the real problem.

Thank you for help.

Kind regards Hansano

[idata]

Hello Hansano,

Thank you for your reply.We would like to continue working on this issue.For testing purposes, we would like to know if this issue occurs if you try another TV/monitor. Make sure you are using a straight through connection with a single cable.Also, try loading default BIOS settings. It is worth mentioning that you can also try installing the latest BIOS version available (Version: https://downloadcenter.intel.com/download/28188/BIOS-Update-DNKBLi7v-86A-?product=130392 0055). **Note: You can't downgrade to version 0052 if you install a higher BIOS version. Wanner G.Intel Customer Support TechnicianUnder Contract to Intel Corporation

[HN1]

Hello Wanner,

I would like to help with this issue, but unfortunately this is my computer at work. I´m not allowed to spend any more time on this, since I am not experiencing any errors anymore.

I know that one colleague had the same issue once or twice, but he is using a single monitor setup so he is able to fix the problem by switching the HDMI port. He is using a DELLP3418HW.

Kind regards Hansano

[GenuineJakob]

Hi,

please fix this issue, it is super annoying if the NUC is VESA mounted behind your monitor. You will always have to reach around for the power button, since waking from USB does't work.

Deep S4/S5 > Disabled,

USB S4/S5 Power > Enabled,

Wake on USB from S5 > Enabled

SSU information are attached.

Thanks,

Jakob

[n_scott_pearson]

You are responding to a 4-year-old conversation and (not arguing this) even if it sounds the same, you obviously do not have the same issue discussed back then. Please open a new conversation and fully document what is going wrong, what you have tried to do about it and what versions of drivers, BIOS, etc. you have tried. Attach your SSU report to that new conversation.

...S