NUC11PAHi7 shows error in UCM-UCSI ACPI-Device (Code 43)

[Anonymous]

Hello,

i purchased a new NUC11PAHi7 directly from Amazon Germany some days ago, which replaced my old NUC7i5BNH.
I did a fresh install of Windows 10 Pro und installed all the latest drivers from the Intel site.
The Bios installed was already the latest version.

The NUC11PAHi7 is a huge improvement over my old NUC7i5BNH, and generally i am very happy with it.
Unfortunately there is an error showing up in the Device Manager under UCM-UCSI ACPI-Device.
It says: "Windows has stopped this device because it has reported problems. (Code 43)".
In everyday use all USB-ports seem to work just fine, but i still want to know what is causing the problem.
I have attached a screenshot to this post.

I have already opened an intel support ticket, but within a week i received three answers asking me to send the ssu-file, which was already attached to my original ticket post. Then i was asked to install all the lastest drivers and BIOS, although the ssu-file shows, that the latest BIOS is already installed and i have told the operator, that all the latest drivers are installed as well. Lastly i was told to reinstall the USB-driver, which i guess is the chipset driver. I did that too and reinstalled the thunderbolt driver as well, without success.

Since the operator, who is handling the ticket seems not to be a real help (maybe because i chose German as the language of communication), i would like to ask, if i can get some advice here from any of the users. Or maybe someone from Intel could take another look into my ticket (and answer in english if that fits better).

Regards

[shiitake]

Hi knock

Now i found same message in DeviceManager, and could fix it.

1. Shutdown NUC.

2. unplug AC adapter from NUC

3. wait a few seconds

4. plug AC adapter to NUC

5. Power on

Regards,  

[Anonymous]

Hello shiitake,

thank you very much for trying to help.

I did what you suggested, turned the NUC off, unplugged the power adapter and left it out for about a minute, but unfortunately the error was still there when i turned it on again.
Have you maybe done something else before, while or after you unplugged and restatred yout NUC, which could also have had an influence on stopping the error to appear?

The Intel support ticket operator is still suggesting reinstalls and resets, which i have already done.
I really hoped for a little more support from Intel than repeating the restart, reinstall, reset routine, which is the first thing most people do, when something on their computer is not working anyway.

I really hope someone from Intel takes a deeper look at it.
I would still be thankful for more advices from the community though.

[shiitake]

Hello knock,

I checked inventory and I remembered. (photo JAPANESE)

1.update driver UCM-UCSI ACPI in device manager. (did not solve)

2. uninstall UCM-UCSI ACPI devide

3. I did not any operation. Automatically UCM-UCSI ACPI appears in device manager.

3. shutdown (did not solve)

4. shutdown and unplug AC adapter (solved)

I also bought NUC11PAHi7 afew days ago. The difference between my NUC and your NUC is quite simple. My NUC is almost clean.  My NUC does not work standby. So, I have reinstalled windows10 pro x64 and trying many operations, including BIOS downgrade. As a result, my NUC is almost clean condition. But still i have a standby issue.

Best regards,

[Anonymous]

Hello shiitake,

thank you again for answering.

My (german) screenshots seem to show exactly the same data as your (japanese) screenshots.
Unfortunately my NUC still shows the error.

I will do some further testing in the future.
I am also still hoping, that Intel will take a deeper look at the issue and deliver some more information.

[shiitake]

Hello knock,

It looks alike (same version).

I hope you will receive appropriate answer from operator.

Best regards,

[jasoncow]

I met the same problem on my nuc9i9qnx,   after updating the newest thunderbolt firmware,,,,,  and it result in the typec function useless

[Anonymous]

Something strange happened today.

After plugging in a SSD with a SATA to USB Adapter to the upper USB 3.1 port on the back of the NUC and copying over some data, i checked the device manager out of curiosity. The error was gone.

I cant say, when exactly this happened and if it has something to do with plugging in the SSD, but after unplugging the SSD and restarting the NUC, the error was still gone.

Since i dont know, if the error will apperar again, and i find this behaviour very strange, i once again want to express my hope, that Intel will look into this issue and tell us, what exactly could be happening here.

[David_G_Intel]

Hello knock

Thank you for posting on the Intel️® communities. 

We are investigating this issue and need the latest report of the Intel® System Support Utility (Intel® SSU) results 

• Download the Intel SSU https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 
• Open the application and select "Everything" 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 to "Detailed View".  
• To save your scan, click on "Next", then "Save".  

This will help us recreate the problem and work on a solution faster.

Regards, 

David G 

Intel Customer Support Technician 

[Anonymous]

By latest, do you mean the SSU result, where as described in my post above, the error does not occur anymore?

Or do you mean the SSU result, where the error still occured? I still have a copy of that too.

Tell me which one you want and please give me an email adresss where you want me to send the SSU results to.

I would rather not want to upload them here publicly, because they show the serial number of my SSD for example. 

[n_scott_pearson]

You can use the Private Message (PM) capability of the site to send the report to just David. Click on the envelope icon on the top bar to get to this capability.
...S

[Anonymous]

This is not the first time i am posting in a forum and also not the first time i sent PMs to other users.

In this case though, either i am too stupid to find it or there is no possibility (maybe because i am a new user) for me to send a PM (and yes, i found the envelope on the top right and clicked on it).

[n_scott_pearson]

Not too intuitive, is it?

Once in the Private Messages scene, you click on the little blue icon that looks like a pencil and paper (top left corner below banner). You input the user's id (i.e. David_G_Intel) and go from there.

Hope this helps,

...S

[Anonymous]

It is indeed not very intuitive.
I actually saw that sign, but for whatever reason would not click on it.
I am calling it a tie between the PMs not beeing intuitive and my stupidity in this case.

Getting back to the serious side of the matter, i have sent both SSU files, one with the Code 43 error and one after the code disappeared, to David.

I hope he will report back, if there is news.

[David_G_Intel]

We received the information and we are working on this request, the updates will be posted on the thread.

Regards, 

David G 

Intel Customer Support Technician 

[yyh2388]

I have two NUC11PAHi5, and the manufacturing dates are May and June 2021.
Unfortunately, all have the same problem.
I tried unplugging and rebooting, sometimes, the problem disappeared.
However, when I unplug it again and reboot, this problem may reappear.
This bothers me very much.

[yyh2388]

I added the picture of the device manager.

[David_G_Intel]

Hello @Anonymous

After further investigation, we recommend that you directly contact Intel Customer Support to initiate the RMA process (you cannot do this through the forums). Here are pages where you can lookup contact information, including local/country phone numbers, by geography: 

• U.S. and Canada: Intel Customer Support 
  • https://www.intel.com/content/www/us/en/support/contact-support.html 
• Europe, Middle East and Africa: Intel Customer Support EMEA  
  • https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html 
• Asia-Pacific: Intel Customer Support APAC  
  • https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html 
• Latin America: Intel Customer Support LAR  
  • https://www.intel.com/content/www/us/en/support/contact-support/lar-contact.html 

You can use the online forms service or email, but I actually recommend calling them directly. The above links provide local or toll-free numbers in most countries and support most local languages.

Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.  

Best regards, 

David G 

Intel Customer Support Technician 

[Anonymous]

This is disappointing.

Since the RMA process is recommended, i guess the moderator thinks it takes a direct look at the device itself to do further investigation.
Maybe there is a problem on the hardware side.

I wonder, what the RMA process would look like.
Would there be fixes done, would Intel send a new NUC or would you just get your device back as it was?

If someone ever sends in a NUC because of the problem, it would be interesting to know, how exactly the RMA process was handled.
Pleaee report.

Myself, i will not send my NUC in.
In my case the problem disappeared and has not come back since.

[n_scott_pearson]

In the NUC RMA process, you return just the basic unit. You remove all added content (memory, storage, etc.). You also keep the other components (power cords, VESA plate, etc.) that you received with the unit. When Intel receives the unit and, once a physical inspection for customer-induced damage is completed, the replacement will be shipped to you.

Intel never does any repair work. Intel does 'refurbish' (for lack of a better word) units that are returned. The firmware flash component is erased and then reprogrammed with the latest available firmware (including BIOS). The unit is then tested. If any test fails, the unit is discarded. If everything passes, the unit will be used as a replacement in subsequent RMA processes. Now, this does means that, when you do an RMA, you may get a refurbished unit sent to you - but it won't be the unit that you are returning.

Hope this helps,

...S

[Anonymous]

Thank you for answering.

What you describe is one of the things i was thinking of.
What is the point of sending back a device, when i know, it will not be looked at with the specific error described in this topic in mind?

Whichever device i will get back (my own or another refurbished one), all the tests it will have undergone, i presume every new device has to undergo (including the one i have at home with an error).
The likelihood of the same error happening again will be the same as it was before.

This is not what i consider good problem solving.