NUC11PAHi7 crashes with Iris Xe drivers

[hyperz]

I have a batch of brand new NUC11s that crash upon loading the graphics drivers. I've tried using the Intel utility for driver updates, manual installation, extracted CAB files from Microsoft Updates catalog and downgraded versions, all with the same result. The system is fine on the basic display driver that loads on the Windows 10 20H2 image, but I'm at a loss as to how to resolve the issue. Is there a stable driver out there?

This is what I've been trying to install: 

Intel® Graphics DCH Driver for Windows®10 and Windows® 11 for Intel® NUC Products - 30.0.101.1191

But even previous versions cause crashing shortly after loading and the only way to stop it is to roll back drivers to the basic display driver.

[Alberto_R_Intel]

Not applicable, Thank you for posting in the Intel® Communities Support.

In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

On how many Intel® NUCs are you seeing this behavior?

When did you purchase them?

Was it working fine before after installing the graphics driver?

Did you make any recent hardware/software changes that might cause this problem besides installing the graphics driver?

Which Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report of one of the Intel® NUCs so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[hyperz]

On how many Intel® NUCs are you seeing this behavior?

I've attempted two NUCs out of the ten I purchased. Both showing this behavior.

When did you purchase them?

Two weeks ago.

Was it working fine before after installing the graphics driver?

These are freshly loaded with Windows 10 - the crashing happens immediately after installing the Intel Iris Xe graphics drivers.

Did you make any recent hardware/software changes that might cause this problem besides installing the graphics driver?

I installed other Intel-provided drivers.

Which Windows* version are you using?

21H2 (Windows 10)

Does the problem happen at home or in the work environment?

Computer is offline for setup - not yet domain joined.

[Alberto_R_Intel]

hyperz, Thank you very much fr providing that information and the SSU report.

According to the SSU document, we can confirm that the BIOS version currently installed in your Intel® NUC is 0041, which is the latest one released for this device:

https://www.intel.com/content/www/us/en/download/19694/bios-update-patgl357.html?wapkw=nuc11pahi7

And, as you mentioned previously, the latest graphics driver version available validated for the Intel® NUC11PAHi7 is, 30.0.101.1191:

https://www.intel.com/content/www/us/en/download/19350/intel-graphics-dch-driver-for-intel-nuc.html?...

In order for us to further investigate:

Which video port are you using to connect the Intel® NUC to the monitor/TV?

Do you have the opportunity to test a different video port?

What is the model of the monitor/TV?

Do you have the option to test a different monitor/TV?

It is recommended to use straight video connections, are you using adapters or converters to connect them?

When it crashes, do you see a BSOD error code that you can provide?

You mentioned you tested older driver versions, did any of those versions fix the crashing problem?

If so, by any chance, do you remember the driver version?

Regards,

Albert R.

Intel Customer Support Technician

[hyperz]

Albert, thanks for your reply. I've answered your questions below. Let me know if there is anything else I can try out as I continue researching solutions. Thanks!

Which video port are you using to connect the Intel® NUC to the monitor/TV?

-- I have used HDMI (straight connection) as well as DP through a USB-C hub. Even a remote desktop connection fails the same way.

Do you have the opportunity to test a different video port?

-- See above

What is the model of the monitor/TV?

-- I have used a Planar (HDMI) and Dell monitor (DisplayPort via USB-C).

Do you have the option to test a different monitor/TV?

-- See above

It is recommended to use straight video connections, are you using adapters or converters to connect them?

-- Same result

When it crashes, do you see a BSOD error code that you can provide?

-- No memory.dmp created. I enabled minidumps, but nothing generated there either.

You mentioned you tested older driver versions, did any of those versions fix the crashing problem?

-- No, this did not resolve the issue.

[Alberto_R_Intel · Accepted solution]

Hello hyperz, Thank you very much for letting us know those details.

There is a new BIOS version for your Intel® NUC, it is 0042 just released on 2/1/2022. Please follow the instructions in the links below to try a BIOS update to that version using the F7 method or the BIOS recovery: 

https://downloadmirror.intel.com/715602/NUC-AptioV-UEFI-Firmware-BIOS-Update-Readme.pdf

https://www.intel.com/content/www/us/en/download/19694/bios-update-patgl357.html?wapkw=nuc11pahi7

After that, then try to install Intel® graphics driver version 30.0.101.1191 once again and when you get the chance let us know the results:

https://www.intel.com/content/www/us/en/download/19350/intel-graphics-dch-driver-for-intel-nuc.html?...

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello hyperz, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[hyperz]

Hi Albert. Thank you. The information was useful. I did notice that for the systems which had BIOS version 41, this worked fine. But for any systems with the original BIOS, it failed. I was forced to update to v41 before then applying v42 of the BIOS to avoid the driver crashing my systems. It's unclear why going straight to v42 would still crash the system with the driver installed. Hopefully a newer version of the BIOS is released that does not require multiple flashes.

Thank you.

[Alberto_R_Intel]

Hi hyperz, You are very welcome, thank you very much for sharing those updates.

"The information was useful', perfect, excellent, we are glad to hear that you were able to install BIOS version 0042, and by doing that it fixed the problem of the driver crashing the systems.

"I was forced to update to v41 before then applying v42 of the BIOS", yes, there are some BIOS versions that depend or are related to a previous one so it is necessary to install that previous version to update to the newest one. Actually, it is not recommended to do a BIOS update all the way to the latest version, it is suggested to do it one by one through all the versions. In this case, according to the SSU document you shared with us, it shows that the BIOS version was 0041, so in theory, there should not be any problems in updating it to 0042 since it is the next version that follows it.

Any other inquiries, do not hesitate to contact us again.

Regards,

Albert R.

Intel Customer Support Technician