NUC11PAHi5 freezes randomly

[crei]

Hello, my NUC11PAHi5 randomly freezes. I have tried Windows 11 and Fedora Linux 35. With both I got this error muiltiple times. If the system freezes, the HDD LED keeps blinking evenly.

After switching off (by holding the power button) an restart, the system runs normal for hours.

This is my configuration:

BIOS: PATGL357.0043.2022.0221.1106

RAM: 16GB (2x KVR32S22S8/8)

Drive: 1TB (Kingston - SSD NVMe SNVS1000G)

[Jean_Intel]

Hello @crei

Thank you for posting on the Intel️® communities. 

In order to have a better understanding of your issue, please provide me with the following:

• Was the unit bought in less than 30 days?
• Did the unit use to work?
• What are you doing at the time that the unit freezes?
• Was there any major update hardware or software before the issue started?

Looking forward to hearing from you.

Best regards,

Jean O.  

Intel Customer Support Technician

[crei]

Hello Jean,

the unit was bought on 4th March.

After setup memory and installing software (Fedora 35) the unit worked for some hours.

The first freeze was at the next day.

I did not change any hardware or software after first setup. 

After some freeze I tried Windows 11, but there was the same problem.

The unit freezes in different situations e.g. starting browser, during idle deskop (no cpu load).

I assume that the NVMe drive runs into an error and the next IO results into a freeze.

Do you need more information?

Best regards

Carsten

[Jean_Intel]

Thanks for the information provided.

Since the unit was bought less than 30 days ago, I recommend you go to the place of purchase in order to get warranty service. Usually, the resellers have a warranty policy for the first 30 days. The support is often faster than Intel, especially if you want a refund for the product. During the initial 30-days from the purchase date, Intel recommends that you seek warranty support by the place of purchase (POP)

Check memory modules

• Remove and reinstall the memory modules
• Try one at a time.
• Try moving the memory module from one slot to the other.
• Try different memory modules you know to be good.

Check the drive

• Test the drive on a different system, if available.
• Try a different drive.

Check for thermal issues

• Does the unit turn off randomly?
• Have you received any BSODs issues?

I hope you find this information helpful.

Best regards,

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello @crei

I hope you are doing fine

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Jean O. 

Intel Customer Support Technician

[crei]

Hello Jean,

the unit did not turn off randomly.

Once I got a BSOD after freeze. The unit tried to reboot, but there was the message, that no drive was found.

After switching off, every thing works fine.

Now I did remove memory and drive and put them back.

Since yesterday the unit runs stable.

I will check the next days and keep you up-to-date.

Thank you

[tstob1]

We have one that freezes on Windows 10 Pro. same thing using BIOS 0042

[tstob1]

Typo, both NUCs are running the now pulled BIOS 0043

[Jean_Intel]

Hello @crei

Thanks for letting me know. I will be waiting for your response to confirm whether or not the issue persists.

Best regards,

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello @tstob1

Thanks for informing me that you are experiencing similar issues.

Please submit a new question describing your issue for more personalized troubleshooting, and if you want, you can try following my suggestion posted in this thread.

I hope you find this information helpful.

Best regards,

Jean O. 

Intel Customer Support Technician

[Jean_Intel]

Hello @crei

I hope you are doing fine

Were you able to confirm if the issue persists?

Let us know if you still need assistance.

Best regards,

Jean O. 

Intel Customer Support Technician

[crei]

Hello Jean,

today the unit freezes again.

I got a BSOD with the error code CRITICAL_PROCESS_DIED
and the HDD LED was blinking.

It happens after software installation, so I think it's an issue with the NVMe SSD (when there is a lot of disk IO).

next, I will try to change the drive 

Best regards

[Jean_Intel]

Hello @crei

Thanks for your response.

Regarding your issue, I would like to confirm what is the software you installed before experiencing the problems again.

I also have some recommendations about this specific error, in case you want to try them:

• Update the firmware of the boot drive.
• Perform Secure Erase on the boot drive.
• Reinstall Operating System (OS).

However, the best practice for your issue should be to check if another drive works on your system, as the previous suggestions are related to the BSOD error and may not solve your freezing problems.

I hope you find this information helpful.

Best regards,

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello @crei.

I hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Jean O. 

Intel Customer Support Technician

[crei]

Hello Jean,

I removed the NVMe drive and tried a 2,5" SATA Samsung SSD.

Now the unit works stable. Is there a general problem when using NVMe drives?

Best regards

[tstob1]

Boot drive is Samsung 980, firmware is up to date. 

I have two 11th gen NUCs in 2 different locations both having a lot of problems freezing and booting using BIOS 0043 that was already pulled by Intel. 

We are all waiting on BIOS 0044

[crei]

Hello tstob1,

do you have other nuc11 which are working well? Are they using all the same drive?

[tstob1]

I have 2 out there, neither is working well with BIOS 43, one has Samsung 980 nvme SSD, the other is Adata nvme. 

[crei]

Hello tstob1,

I found somthing that you can try:

Goto BIOS: option Power / Secondary Power Settings

and disable "PCIe ASPM Support" and "Native ACPI OS PCIe Support"

After that my unit works (until now).

[tstob1]

Thank you for this, I will have them try this soon, I can't do this remotely. 

[Jean_Intel]

Hello @crei.

I am glad to hear that you found a workaround for your issue. Thanks for sharing it with the community. I will wait sometime to check if the issue shows up again. Let me know if you run into any problems.

Best regards,

Jean O. 

Intel Customer Support Technician