NUC11PAHi3: can't wake or turn on with power button from sleep or off

[fommof]

Hi, I bought a NUC11PAHi3 a couple 1.5 month ago or so, bios and drivers are the latest (I used the driver assistant, the bios version at that time was PATGL357.0046).

At first I had to deal with the fact that the display would not wake when I was turning on the NUC11 or when I was waking it up. I found a setting in the BIOS and fixed it (see PS and attached pics).

Now the problem is that everytime I put it to sleep there is no way I can wake it pushing the power button. Same thing when shutting down, the power button light stays on and no matter how many times I press it, nothing happens.

I've gone through all the settings in the BIOS I couldn't find anything relevant, can anyone please help me?

Thanks in advance,

Nick

PS: Setting the "Auto Turn On Display" to "From Sleep/S4/S5 Boot" solved the problem where I wouldn't get any display signal when power on or wake.

[fommof]

BTW, I just installed these iGPU drivers https://www.intel.com/content/www/us/en/download/19344/30381/intel-graphics-windows-dch-drivers.html

Now the system can shutdown, but it won't sleep, lol. When I choose Sleep from Win10, the screen turns off for 2 seconds and turns on again while the NUC is exactly where I left it. Ιτ never actually sleeps since I don't get the login screen, it just attempts to sleep but it never does(???)...

Splendid...

Solution?

[Jean_Intel]

Hello fommof,

Thank you for posting on the Intel️® communities.  

Regarding your issue, I would recommend installing our latest driver which came out two weeks ago, driver version 31.0.101.3222. This driver comes with a fix for Panther Canyon and Tiger Canyon products with the sleep state and shutdown issues. Please, follow the clean driver installation steps listed below:

1. Download the latest DCH drivers and save them on the computer: https://www.intel.com/content/www/us/en/download/739618/intel-graphics-dch-driver-for-windows-10-and-window-11-for-the-intel-nuc11pa-nuc11ph-nuc11tn-nuc11eb-and-nuc12dc-nuc12ed-products.html

2. Disconnect from the Internet so no new drivers are automatically installed by Windows Update. 

3. Uninstall the driver and the Intel Graphics Command Center and driver from Apps and Features. 

4. Restart the computer. 

5. Confirm in Device Manager > Video Adapters that the controller is listed as 'Microsoft Basic Display Adapter' > if not, repeat steps 2 through 4. 

6. If the adapter continues to be listed as ‘Intel HD Graphics’ or similar, and no other Intel Graphics driver is listed under 'Apps and Features' for removal, then it means Windows has switched to a previously installed Legacy driver. At this point we can remove Legacy drivers from Device Manager: 

1. Right-click on 'Intel HD Graphics' or similar, and select 'Uninstall Device' 

2. In the pop-up window make sure 'Delete the driver software for this device' is checked. 

3. Click on 'Uninstall'. 

4. Restart. (Repeat steps 6.1.1 through 6.1.4 until the device gets listed as 'Microsoft Basic Display Adapter') 

7. Install the DCH drivers that were downloaded in step 1 Restart the computer. 

Reconnect to the Internet. 

Best regards, 

Jean O.  

Intel Customer Support Technician

[fommof]

Followed the instructions, this driver didn't solve anything more than the older drivers. Which means that my NUC still can't sleep.

The screen just goes out for a second and turns on again and everything is like it was (no login screen so it doesn't even attempt to go to sleep mode).

The shutdown issue was already solved with the older drivers so, the sleep issue still remains...

ideas?

[Jean_Intel]

Hello fommof,

Thanks for your response, the information provided has been helpful.

I want to recommend you use any other Auto Turn On Display option in the BIOS. I understand that you did this to solve the problem where you would not get any display signal.; however, I want to confirm whether or not the sleep behavior persists when you use other options.

If the issue is still present, please provide me with the following:

• A video recording of the sleep behavior you experience.
• A report using the Intel System Support Utility (Intel SSU)  
  • Download the Intel SSU (https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html)
  • Open the application and click on "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View." 
  • Click on the menu where it says: "Summary" to change it to "Detailed View." 
  • To save your scan: click on "Next"; then "Save." 

Best regards, 

Jean O.  

Intel Customer Support Technician

[fommof]

Thanks for the reply, please be more specific regarding which excactly settings you want me to change and how.

The "Auto Turn On Display" is already set to From Sleep/S4/S5 Boot.

The "Auto Turn Off", "Wake On Display" and "Standby by Display" are Disabled which again make a lot of sense.

There aren't any other relevant settings as you can see on the pics I uploaded a few posts ago.

So please be more specific about which ones you want me to change.

Thanks in advance.

[Jean_Intel]

Hello fommof,

There is no need to continue with the suggestion I made of changing the BIOS settings. I wanted to confirm that changing the Auto Turn On Display may have prevented the issue; however, this option only enables the option so the Nuc can turn on or off the display when necessary. Changing this option may not solve the issue you are experiencing.

I would like to request you to provide me with the following:

• A video recording of the sleep behavior you experience.
• A report using the Intel System Support Utility (Intel SSU)  
• Download the Intel SSU (https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-window...)
• Open the application and click on "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View." 
• Click on the menu where it says: "Summary" to change it to "Detailed View." 
• To save your scan: click on "Next"; then "Save." 

Best regards, 

Jean O.  

Intel Customer Support Technician

[fommof]

Done (I've attached both the report and the video), let me know if you need anything else.

Thanks in advance,

Nick

[Jean_Intel]

Hello fommof,

Thank you for the information provided.  

I will proceed to check the issue internally and post back soon with more details. 

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello fommof,

Thanks for waiting for a response.

After investigating your issue, it seems that the NUC might be waking from sleep mode because certain peripheral devices, such as the mouse, keyboard, or any other device may not support S3 or are simply awakening the system.

My recommendations are the following:

• Open "Command prompt" as admin
• Type: powercfg/lastwake
• Press ENTER
• It will show you whether it is your devices, programs, or other actions that caused your Windows 10 computer to wake up. If you see something like a USB, that means it is probably one of your USB devices, like the mouse or your keyboard.
• Check if there is a timer with this command to enter the same window.
• Type: powercfg/waketimers
• Press ENTER
• Type: powercfg -devicequery wake_armed
• Press Enter
• This will tell you which devices are causing your Windows 10 computer to wake up.

If there is a device that is causing this behavior, try this:

• Go to"Device Manager"
• In the new window, double-click on the device identified as causing this behavior.
• Click the Power Management tab and untick the box next to "Allow this device to wake up the computer".

Best regards, 

Jean O. 

Intel Customer Support Technician

[fommof]

Nothing suspicious on my end, see attached screen capture...btw before I execite the commends I tried to put the system to sleep 2 times. So I guess I was right, the system never actually goes to sleep (which is different than going to sleep and then waking up because a component forces it to).

Meanwhile, I just use the hibernation instead because I am sick and tired to boot every time I want to use it (and having to open all the apps I use) or to leave it on all the time which is not all that cost effective (although my system sonsumes 12-14W when it's idle).

[Jean_Intel]

Hello fommof,

I appreciate the information provided.

I would continue with the investigation of your issue. I will post as soon as I have more details.

Best regards, 

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello fommof,

Reviewing your information, I noticed that you did not provide information about the powercfg -devicequery wake_armed command. Remember that this command will output information about which devices are causing your Windows 10 computer to wake up. Please, try the command if there is any outcome as it may provide us with vital information for our investigation.

Best regards, 

Jean O. 

Intel Customer Support Technician

[fommof]

Ηι Jean, yeah, sorry, I must have missed that command...

So, I wake up, read your message.

I wake up the pc from hibernation and try to put it to sleep twice.

I use a BT keyboard and a wireless mouse (with a USB dongle), both Logitech btw which I use on all my systems (all Intel systems, four in total).

So I leave the keyboard off, attempt to put to sleep the PC (using the mouse), it goes to sleep mode. I switch the mouse OFF and it instantly wakes up!!! I try again, the PC goes to sleep mode (blue led blinking slowly and all) while I am not moving the mouse at all. Wait for a few seconds, all good. I switch the mouse OFF, the systems wakes up...wtf!

Even before that I had gone in every single Device Manager entry to make sure any component that can wake up the system doesn't.

Honestly I am a little buffled here...tirning OFF (or moving) the mouse wakes the PC and there is nothing I can do about it? Strange, I've been using those mice (I must have at least four) since forever.

Meanwhile, I executed all three commands this time, I've attachesd the screen capture.

Wake History Count is 1 because I managed to put it so sleep (and it woke up the moment I switched OFF the mouse).

[Jean_Intel]

Hello fommof,

I appreciate the information provided.

Since you mentioned that the sleep behavior you experience seems to be related to your mouse device, I want to confirm if the issue could be replicated when using any other mouse device, maybe a wired USB mouse. If you can try another mouse, let me know if you face the wake-up issue.

If you have trouble using a wired mouse, you can try disabling the mouse to wake up your system:

• Go to"Device Manager"
• In the new window, double-click on the device identified as causing this behavior.
• Click the Power Management tab and untick the box next to "Allow this device to wake up the computer".

Best regards, 

Jean O. 

Intel Customer Support Technician

[fommof]

Hi Jean ,

Just give me a few days to either buy or borrow a wired mouse and check its behaviour.

I'll post the results as soon as I try it.

Thanks in advance,

Nick

[Jean_Intel]

Hello fommof

I understand that you may have trouble using a wired mouse, I am more than pleased to wait a few days so you can try my recommendation. However, keep in mind that you can also try disabling the mouse to wake up your system:

• Go to"Device Manager"
• In the new window, double-click on the device identified as causing this behavior.
• Click the Power Management tab and untick the box next to "Allow this device to wake up the computer".

Best regards, 

Jean O. 

Intel Customer Support Technician

[fommof]

Naaaah, I've been through every single Device Manager entry and have disabled "Allow this device to wake up the computer" long time ago, that's the first thing I did when I realised my system was having these kind of issues.

[Jean_Intel]

Hello fommof,

In order to discard the possibility that the sleep behavior can be replicated using any other mouse device, I would be waiting for your confirmation. Let me know if you face any other issues.

Best regards, 

Jean O. 

Intel Customer Support Technician

[fommof]

OK, so I finally found an ancient MS optical mouse and tested everything.

I disconnected the mouse USB dongle (so the wireless mouse is out of the equation), connected the wired, and just in case I switched off the bluetooth keyboard. On every test I was clicking the "Sleep" option and I was immediately leaving the mouse alone (so no touching, no movement whatsoever).

Same bahaviour, it just takes 1-2 secs more some times to wake up by itself. I shot and attached a video.

Thanks in advance,

Nick

[Jean_Intel]

Hello fommof,

Thanks for the information you provided.

I would do further research on this matter. Once I have more information, I would be posting back.

Best regards, 

Jean O. 

Intel Customer Support Technician