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NUC11PHBi7 will restart after sleep

EGe00
Beginner
2,178 Views

has reinstall window 10 pro, after windows sleep, NUC will restart.

Has updated all windows and drivers.

Windows Event Log:

-Leap second data initialized from registry during boot

 

please check log in attached.

 

Intel® Client Systems NUC

BIOS
版本
0056
 
日期
2021/1/5
主板
制造商
Intel Corporation
型号
NUC11PHBi7
版本
M26151-402
操作系统
版本
Microsoft Windows 10 专业版 (64 位)
版本(内部版本号)
2009 (10.0.19042)

设备和驱动程序

处理器

11th Gen Intel® Core™ i7-1165G7 @ 2.80GHz

显卡

Intel® Iris® Xe Graphics

NVIDIA GeForce RTX 2060

音频

NVIDIA High Definition Audio

Realtek High Definition Audio

联网和 I/O

Intel® Wi-Fi 6 AX201 160MHz

Bluetooth Device (Personal Area Network)

Intel® Ethernet Controller (3) I225-LM

Netease UU TAP-Win32 Adapter V9.21

雷电技术控制器 1

雷电技术控制器 2

英特尔® 无线 Bluetooth®

 
内存

32 GB

存储

Intel SSD 660p Series

Intel SSD Pro 7600p Series

ATA Colorful SL500 5 SCSI Disk Device

其它

Intel® Serial IO I2C Host Controller - A0E9

Thunderbolt™ Controller - 9A1B

Intel® Serial IO GPIO Host Controller - INT34C5

Intel® Management Engine Interface #1

Intel® Serial IO I2C Host Controller - A0E8

Thunderbolt™ Controller - 9A1D

Intel® GNA Scoring Accelerator module

Realtek PCIE CardReader

 
0 Kudos
1 Solution
Ronny_G_Intel
Community Manager
1,602 Views

Hi @intcnucsuxhard 

I would recommend that you reach out directly to Intel Customer Support via phone or chat to try to expedite resolution on this matter, please refer to the following URL https://www.intel.com/content/www/us/en/support/contact-support.html#@8 make sure that you have selected your correspondent region (see at the top of the page) and make reference to case 05064357.

If the system is frequently and randomly crashing, Windows operating system has been reinstalled, system is running latest software and drivers and memory has been tested and it is in good condition, perhaps the NUC needs to be replaced. Please give us a call, Intel Customer Support will help you with this issue.

 

Regards,

Ronny G

 

 

View solution in original post

19 Replies
Victor_G_Intel
Moderator
2,161 Views

Hello EGe00,

 

Thank you for posting on the Intel® communities.


To better assist you please provide the following report and information.

 

Intel® System Support Utility (Intel® SSU)

 

Download link: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-

 

  • 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 to "Detailed View".  
  • To save your scan, click on "Next", then "Save".  

 

Note: You can use the option under the reply window to attach the report and any other files to the thread (Drag and drop here or browse files to attach).


  1. Have you tested the NUC with a different power supply?
  2. When did you buy the unit?
  3. Before the issue started did you make changes like hardware or software related?
  4. Can you please provide the brand and model of both the SSD and the RAM sticks that you are currently using with the unit?

 

I look forward to hearing from you.

 

Regards,

 

Victor G.

Intel Technical Support Technician 

 


EGe00
Beginner
2,156 Views
  1. Have you tested the NUC with a different power supply? We have not another 230w supply
  2. When did you buy the unit? 1-2weeks ago
  3. Before the issue started did you make changes like hardware or software related? No change, just add the SSD and RAM, with this issue after I after install windows, and I have re-install windows10, still has this issue. and has update the newest BIOS.
  4. Can you please provide the brand and model of both the SSD and the RAM sticks that you are currently using with the unit?

1. SSD Intel 7600p

2. SSD Intel 660p

3. RAM A-DATA 26667 16G x 2

DeividA_Intel
Moderator
2,143 Views

Hello EGe00, 



In order to help you further, I would like you to try the following to discard any possibilities:



1. Load BIOS to default.

- Press F2 during boot to enter BIOS Setup.

- Press F9 to set defaults.

- Press F10 to save and exit BIOS.


2. Perform a BIOS recovery. This would be to discard a BIOS installation error

- File(PHTGL579.0056.RECOVERY.zip): https://downloadcenter.intel.com/download/30167/BIOS-Update-PHTGL579-

- Steps: https://downloadmirror.intel.com/30167/eng/NUC-AptioV-UEFI-Firmware-BIOS-Update-Readme.pdf


3. Roll back to a previous Windows version, just to test if the behavior persists with a different version.


4. Can you share a link where you downloaded the Windows file and the steps performed to install it?




Regards,  


Deivid A. 

Intel Customer Support Technician 


DeividA_Intel
Moderator
2,112 Views

Hello EGe00, 



Were you able to check the previous post and try the recommendations? Please let me know if you need more assistance.   


  


Regards,  


Deivid A.  

Intel Customer Support Technician  


EGe00
Beginner
2,101 Views

1. Load BIOS to default.

- Press F2 during boot to enter BIOS Setup.

- Press F9 to set defaults.

- Press F10 to save and exit BIOS.

 

TRY IT

 

2. Perform a BIOS recovery. This would be to discard a BIOS installation error

- File(PHTGL579.0056.RECOVERY.zip): https://downloadcenter.intel.com/download/30167/BIOS-Update-PHTGL579-

- Steps: https://downloadmirror.intel.com/30167/eng/NUC-AptioV-UEFI-Firmware-BIOS-Update-Readme.pdf

 

TRY IT

 

3. Roll back to a previous Windows version, just to test if the behavior persists with a different version.

 

4. Can you share a link where you downloaded the Windows file and the steps performed to install it?

 

Create installation media for Windows 10, download tool form Mircrosoft.com, make install U-disk, the vesion is 2H2. so I cant roll back a previous version.

 

Sometime can sleep, but waiting about 5-10min, NUC will restart by itself, and something cant into sleep.

DeividA_Intel
Moderator
2,087 Views

Hello EGe00, 



Thank you for the information provided 


  


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


  


Best regards, 


Deivid A.  

Intel Customer Support Technician 


DeividA_Intel
Moderator
2,018 Views

Hello EGe00, 



I would like to inform you that we noticed that you using a RAM that is not validated by Intel, I recommend you to use a different RAM.


- https://compatibleproducts.intel.com/ProductDetails?EPMID=202783


However, you may need to get in contact with us directly to discuss the warranty options. Used the link that works better for you:


- US Canada: https://www.intel.com/content/www/us/en/support/contact-support.html#@11 


- Europe, Middle East, and Africa: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html 


- Asia-Pacific: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html 


- Latin America: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html 





Regards,  


Deivid A. 

Intel Customer Support Technician 


intcnucsuxhard
1,899 Views

Going to latch on to this topic, I have the same issues. It is difficult to explain fully because there are a few variables but at the heart of it is behaviour related to sleeping, standby, and idle-ness.

 

Generally:

  • NUC crashes and reboots occasionally when left idle (not always -- I don't have a rate of occurence to hand but it's enough to be problematic). No BSOD. Nothing in Event Log except "The previous system shutdown at {time} on ‎{date} was unexpected." No dump files to analyse. You just return back to your PC after some amount of time, log in, and you realise it's crashed.
  • There is weird screen sleeping behaviour -- sometimes monitors will timeout and go to sleep, sometimes they won't. Sometimes they do but then they wake up a few moments later and, in my instance, you get a blue screen with cursor just sitting there. Move the mouse and the lock screen appears -- almost as if the screens are awake but there's a sort of  transparent screensaver. I'll put a picture of this below.
    • I run 3x Dell U2419HC with daisy chaining over DP -- I've had these monitors for a while and they've worked fine with no issues on previous machines I've hooked them up to. I've also tried over USB-C, makes no difference.
    • I've tested various different configs of screen sleep settings and also screensaver settings. I haven't documented the results -- frankly it's time consuming and not something I have the will do to, and in any case the various permutations of the parameters make no difference.

I have:

  • Reinstalled Win10 Pro
  • Been through all the BIOS settings -- defaults, not defaults, ACPI power stuff, disabling unneccessary stuff (e.g. for me Audio, TB, LAN, more). The whole lot.
  • I bought RAM specifically from the list (HX432S20IBK2/32) -- this hasn't changed anything. I've memtested it with no issues. It's new, and it wasn't cheap.
  • Attached my SSU
  • Also attached my sleep study -- no idea if this is useful or not, and it's only for last three days. Only edit I've done is to anonymise any instances of my name with XXXXX. There seems to be this No CS Phase Offenders System Idle thing in there (see row 74) -- maybe that's something.

I haven't:

  • Done BIOS recovery -- nor am I going to
  • Got a HDD precisely on the list -- I do have a Samsung 1TB 970 Evo Plus but there is no way I am throwing more money at parts on this.
intcnucsuxhard
1,885 Views

Just returned to the PC after leaving idle for a couple hours. Screens sleeping (or appear to be -- the monitors are blank and the power LED is breathing).

System Event Log

  • 1136 -- The system is entering connected standby Reason: Idle Timeout.
  • 1324 -- The operating system started at system time ‎2021‎-‎07‎-‎04T05:24:23.500000000Z.
  • 1324 -- The previous system shutdown at 11:32:20 am on ‎4/‎7/‎2021 was unexpected.
  • [...] Dump file creation failed due to error during dump creation.
  • [...] The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Indeed -- no new dumpfile. No BSOD visible on screen to analyse (I have automatic restart turned off in the system failure settings + automatic memory dump on)

 

I pressed the power button on the NUC once a after getting no output -- NUC LEDs went out implying power off. And then power button once again to restart.

intcnucsuxhard
1,875 Views

Just to help other people find this -- this is for model NUC11PHKi7C (the NUC 11 Enthusiast Kit), the board number is NUC11PHBi7 (https://ark.intel.com/content/www/us/en/ark/products/202783/intel-nuc-11-enthusiast-kit-nuc11phki7c....)

intcnucsuxhard
1,865 Views

Same thing again -- but this time we have a dumpfile. This is super rare -- in all the crashes so far I've not managed to capture an output like this until now IIRC.

 

Courtesy of WhoCrashed:

On Sun 04/07/2021 14:18:47 your computer crashed or a problem was reported
crash dump file: C:\Windows\Minidump\070421-15281-01.dmp
This was probably caused by the following module: ntoskrnl.exe (nt+0x3F6B90)
Bugcheck code: 0x1000007E (0xFFFFFFFFC0000002, 0xFFFFF803616C882A, 0xFFFF888111ECDD20, 0xFFFF888111ECD7C0)
Error: SYSTEM_THREAD_EXCEPTION_NOT_HANDLED_M
file path: C:\Windows\system32\ntoskrnl.exe
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: NT Kernel & System
Bug check description: This indicates that a system thread generated an exception which the error handler did not catch.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.



On Sun 04/07/2021 14:18:47 your computer crashed or a problem was reported
crash dump file: C:\Windows\MEMORY.DMP
This was probably caused by the following module: nvlddmkm.sys (nvlddmkm+0x1D1E0)
Bugcheck code: 0x7E (0xFFFFFFFFC0000002, 0xFFFFF803616C882A, 0xFFFF888111ECDD20, 0xFFFF888111ECD7C0)
Error: SYSTEM_THREAD_EXCEPTION_NOT_HANDLED
file path: C:\Windows\System32\DriverStore\FileRepository\nvini.inf_amd64_5be2997c0bcd5e8e\nvlddmkm.sys
product: NVIDIA Windows Kernel Mode Driver, Version 471.11
company: NVIDIA Corporation
description: NVIDIA Windows Kernel Mode Driver, Version 471.11
Bug check description: This bug check indicates that a system thread generated an exception that the error handler did not catch.
A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: nvlddmkm.sys (NVIDIA Windows Kernel Mode Driver, Version 471.11 , NVIDIA Corporation).
Google query: nvlddmkm.sys NVIDIA Corporation SYSTEM_THREAD_EXCEPTION_NOT_HANDLED

 

I have the original dumpfile but I can see it contains personal information so I'm only willing to send it directly to an Intel rep -- so let me know if you're there and I will provide it directly.

MaryT_Intel
Community Manager
1,784 Views

Hi @intcnucsuxhard , You posted this on an old thread so not sure it is being monitored anymore. Let me ping a Product Support Engineer for you and see if we can get someone to help you.

 

Thanks,

Mary T.

Support Community Manager

intcnucsuxhard
1,717 Views
Ronny_G_Intel
Community Manager
1,678 Views

Hi @intcnucsuxhard 

 

I would recommend that you check which device is waking up your NUC when the system is in sleep mode: type powercfg -devicequery wake_armed into the Command Prompt
Now, when the system goes into sleep mode, is it waking up and crashing right away or just restarting and crashing sometimes?

Did you check on the memory? Windows Memory Diagnostic (WMD) is an excellent free memory test program. Just type in Windows Memory Diagnostic in the Windows search tool and run the program.
I would also recommend that you test your memory with Memtest86, it is recommended to test a second time with a different memory testing tool just to be sure.

 

Let me know the results.

Regards,

Ronny G

Ronny_G_Intel
Community Manager
1,653 Views

Hi @intcnucsuxhard 

 

Did you have a chance to check my previous recommendation?

 

Regards,

Ronny G

intcnucsuxhard
1,641 Views

No -- given up, got better things to do than prat around with this stuff in 2021. Speaking to support and probably end up returning.

intcnucsuxhard
1,631 Views

I'm literally sitting on crash logs and rather than say "ooh yes that might be useful" you'd rather I test the memory?

If you bothered to read properly: "I've memtested it with no issues."

n_scott_pearson
Super User Retired Employee
1,616 Views
You've memtested it how? Using the (hint: totally useless) capability built into Windows? No, we mean using something like MemTest86 (which will actually test all of the memory).
...S
Ronny_G_Intel
Community Manager
1,603 Views

Hi @intcnucsuxhard 

I would recommend that you reach out directly to Intel Customer Support via phone or chat to try to expedite resolution on this matter, please refer to the following URL https://www.intel.com/content/www/us/en/support/contact-support.html#@8 make sure that you have selected your correspondent region (see at the top of the page) and make reference to case 05064357.

If the system is frequently and randomly crashing, Windows operating system has been reinstalled, system is running latest software and drivers and memory has been tested and it is in good condition, perhaps the NUC needs to be replaced. Please give us a call, Intel Customer Support will help you with this issue.

 

Regards,

Ronny G

 

 

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