NUC11PHKi7C Suspend does not working

[teddy1954]

I just bought an Intel® NUC 11 Enthusiast Kit - NUC11PHKi7C and the sleep function is not working. I have read that with modern power system only hibernation works, since it works with S0. I have deactivated the Intel Dynamic Power Technology option in the BIOS, and I have even modified the "PlatformAoAcOverride" option in the WIndows 10 registry so that it shows me all the old power options, but even then the NUC does not suspend (it only turns off the screen and my keyboard light). Please tell me what steps I have to perform in the BIOS and Windows for the "suspend" function to work. thanks in advance

[AndrewG_Intel]

Hello @teddy1954

Thank you for posting on the Intel® communities.

In order to review this further, could you please provide us with the following details?

1- Since the keyboard is turning off, that seems to be something expected when a computer is actually going to sleep. Therefore, could you please elaborate more on the actual behavior(s) and steps that you took to determine Sleep state is not working?

For instance, do you hear the system Fan keeps running? Did you check Windows* Event viewer or any other tool/command that shows the NUC never goes to "Sleep state"? Etc...

2- Have you checked the Windows* Power and Sleep settings? Could you please describe the current settings?

3- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system:

• Download the Intel® SSU and save the application on your computer
• Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
• To save your scan, click Next and click Save.
• Once you have saved the file (.txt file), please attach it to your reply.

To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.

Best regards,

Andrew G.

Intel Customer Support Technician

[teddy1954]

Thank you very much Andrew for your reply.

I have now discovered that suspend does not work automatically, if the screen and the computer are set to turn off in 1 minute, the screen and the keyboard light turn off but the disk, processor and ethernet activity lights on the NUC show that have activity and logically with the fans turning.

But if I force Suspend from the bottom left button /Start/Shutdown... where it says hibernate, shutdown , Suspend, then the NUC suspends and the physical power button (and skull) flashes indicating it's on. suspend mode.

I send you the SSU file and some screenshots of the power option, they are in Spanish but I don't think you will have problems understanding it.

Regards

[teddy1954]

I update.

Although the physical button on the NUC is set to Suspend, it does not. Just turn off the screen and keyboard light.

[AndrewG_Intel]

Hello teddy1954

Thank you for your response and for the report and pictures.

We would like to recommend first a BIOS update. There is a new version available: BIOS Update [PHTGL579] Version 0070. To update the BIOS, please refer to the BIOS update instructions. We recommend using the "F7 Update" method.

Also, we recommend reviewing if there are Windows* Updates available and applying pending updates. Please refer to Update Windows*.

If the behavior persists after updating the BIOS, please review the following and provide us with the details:

1- What is the behavior if you try different settings for Power & Sleep? For instance, could you try setting a higher value for the Screen and Sleep timers? You may also test by choosing different timers. For instance:

• Set the Screen to turn off after 10 minutes and the Sleep timer to 15 minutes.

2- Go to the BIOS > Advanced > Onboard Devices > Standby on TV, and please review if it is set to "Disabled". If it is, try selecting one of the other options (Power Button Toggle or Sleep Button Toggle) and test the behavior.

3- Besides the monitor, keyboard, and mouse, do you have additional devices/peripherals connected to the Intel® NUC? If so, could you please provide details and also tests by removing those devices to test a "minimal configuration scenario"?

Best regards,

Andrew G.

Intel Customer Support Technician

[teddy1954 · Accepted solution]

Andrew, I had already done all the steps you indicate, BIOS update, modify the Screen and Sleep timers but without success.

But finally I have decided to do a clean install of Windows and now everything works fine.

There was some setting in windows, I guess in the registry that prevents suspend from working properly.

Thank you for your support and the incident can be closed.

Regards

[AndrewG_Intel]

Hello teddy1954

You are very welcome and thank you very much for your feedback.

Excellent! We are glad to know that everything works fine now after doing a clean install of Windows.

As per your request and also since the thread has been marked as "Solved", we will proceed to close it now. If you need any additional information, please submit a new question as this thread will no longer be monitored.

It has been a pleasure to assist you.

Best regards,

Andrew G.

Intel Customer Support Technician