Intel® NUCs
Support for Intel® NUC products
Announcements
This community is designed for sharing of public information. Please do not share Intel or third-party confidential information here.
11991 Discussions

NUC11PHKi7C no longer supported by Intel NUC Software Studio.

BHarr8
Valued Contributor I
5,011 Views

When I first installed Windows 10 on my NUC11PHKi7C, NUC Software Studio installed automatically from the Microsoft store. This was not due to any action on my part, it was literally automatic and occurred on all 3 test installs when I was experimenting with this NUC.

 

Today NUC Software Studio received an update and now reports this:

support.jpg

Keeping score this NUC Extreme does not support XTU, XMP and now NSS. 

 

For what its worth, this is version 1.16.14274.0

According to the following like this device is (was) supported:

Intel® NUC Software Studio Service

The most ironic part about all of this is that the August update to the support docs specifically mention adding support for the NUC 11 Extreme.

Intel NUC Software Studio User Guide-Intel NUC 11 Performance Enthusiast Extreme-v1.1.pdf

39 Replies
benny670
Novice
4,121 Views

I'm getting exactly the same issue on my Intel NUC 11 Enthusiast NUC11PHBi7! Every time I put the NUC to sleep, it wakes up by itself, and when I return to it hours later it is (apparently) on, but there is no display or response to input and I am forced to hold the power button for 15 seconds and cold boot.

 

Each time this happens, it "forgets" my custom LED colours and patterns. I am now unable to use Intel NUC Studio to restore my custom colours!! How do I fix the sleep issue, and also add custom LEDs back in?

BHarr8
Valued Contributor I
4,117 Views

There is a Windows 10 issue with some NUC systems and sleep states that is getting resolved in the next update. I am on 1904X.1200 and can confirm that sleep now works correctly on the systems that would not sleep correctly. .1200 is in the beta channel but should be public on September 14th.

 

You can get this update now by installing this (current SSU, you likely already have this installed):

 

http://download.windowsupdate.com/d/msdownload/update/software/secu/2021/08/ssu-19041.1161-x64_e7e05...

and then this (the new update):

 

 https://uupdump.net/getfile.php?id=69e7b911-208f-4636-9f44-25f1e8e2a44d&file=windows10.0-kb5005101-x...

 

If you are unfamiliar with installing .CAB updates do a google search for 'install .CAB update from context menu'. Its a simple mod to add this functionality.

benny670
Novice
3,763 Views

Hi BHarr8,

 

THANK YOU SO MUCH, your answer is absolutely spot on. I installed the .1200 update and my NUC has been sleeping and waking like normal ever since, with no more crashes!! I no longer feel the need to throw it through a glass window!

 

Thanks again,

-benny

benny670
Novice
3,695 Views

Sorry, it looks like I spoke too soon!

 

My NUC has been in sleep mode the last two days without issue, and used during evening. Today it was left in sleep mode while I was working, however I noticed it around 3pm making a loud noise - the fans appeared to be running at 100% while the power LED was still "breathing", indicating that it was still in sleep mode. This is a little different to before the 19xxx.1200 update - previously the power button LED was solid when it crashed, however this time it was still indicating sleep mode.

I tried to click the mouse to wake it, followed by pressing keyboard buttons, followed by pressing the physical power button on the front of the NUC. It did not wake up. I then held the power button for 30 seconds. It still did not wake up, or turn off. I had to pull power out of the back of the NUC.

After reboot, all of the LED settings were cleared, and the skull was lit with the blue colour, which I had previously changed in the NUC Software Studio. Extremely frustrating to have to reset these settings every time I have to pull the power out!

I have checked the event log, and it is full of these entries, which appear to be logged every 60 seconds while the NUC is in sleep mode. It appears to be connected to the Wi-Fi hardware or driver (quick google search, but no clear solution). I have run System File Checker to ensure integrity, and no problems were found.
Source: Netwtw10, Event ID: 7025 - Dump after return from D3 before cmd
Source: Netwtw10, Event ID: 7026 - Dump after return from D3 after cmd

There are also occasional (every hour or two) events that appear to only last less that a second.
Source: Kernel-Power, Event ID: 507 - The system is exiting connected standby. Reason: 50.
Source: Kernel-Power, Event ID: 506 - The system is entering connected standby. Reason: 50.

There are also unexplained events while in sleep mode (between the last time I saw it asleep, and when I couldn't wake it) like:
Source: Service Control Manager, Event ID: 7040 - The start type of the Background Intelligent Transfer Service service was changed from demand start to auto start.
Source: Service Control Manager, Event ID: 7040 - The start type of the Background Intelligent Transfer Service service was changed from auto start to demand start.
Source: ThunderboltBusDriver, Event ID: 9008 - Driver exit RTD3. All the connected devices will now cause DeviceConnected events.
Source: ThunderboltBusDriver, Event ID: 9007 - The driver entered RTD3. All the connected devices will be removed from driver's internal state, so it is expected that DeviceDisconnected events will happen.

Unsure if a Wi-Fi driver or hardware issue could be causing a number of flow-on issues here... Anyone experiencing any of these events or issues?

AndrewG_Intel
Moderator
3,666 Views

Hello @benny670 

Thank you for posting on the Intel® communities.

 

Everyone's situation and environment are unique and it seems that this behavior is a different issue. Therefore, if you need further assistance from Intel®, we kindly recommend creating a new thread to isolate your case and system configuration. Please make sure you add the information about the system model and software details and detailed information about the problem that you are having, plus all the information that you have added to this thread, so we can get more information about the behavior.

 

Thank you for your understanding; hope to hear from you soon.

Best regards,

Andrew G.

Intel Customer Support Technician

iLeKtraN
Novice
4,079 Views

You will need to also update the Intel® NUC Software Studio Service:

https://www.intel.com/content/www/us/en/download/19691/intel-nuc-software-studio-service.html 

 

After you install this, the Software Studio should work once again.

BHarr8
Valued Contributor I
4,071 Views

Will this be the trend? Windows updates the software and breaks it in the process? If this is the case they why doesn't:

A. Intel work with Microsoft to ensure that the complete package is updated.

or

B. Intel update DSA to include NSSS updates when a new version is available.

or both

iLeKtraN
Novice
4,026 Views

I am only making an assumption here, but I think the integration with the hardware required is not able to be directly accessed through a Microsoft Store app since the features running in the Intel® NUC Software Studio Service need to run as a system service. The Microsoft Store app likely accesses those values through the service API.

BHarr8
Valued Contributor I
4,012 Views

I won't be at the location where this NUC is for a few days but I will check it out when I get there and report here.

BHarr8
Valued Contributor I
3,728 Views

Update, I am with that NUC now and can confirm that updating the service software does reenable the NUC Software Studio.

MS and Intel need to work together on this as the store updating the app without the service is absolutely not acceptable. I don't even care who is at fault here as it is the end user that suffers. This seems like a simple issue to fix with a little MS + Intel teamwork.

immortalt
Novice
3,934 Views
immortalt
Novice
3,936 Views

I also meet this problem.

BHarr8
Valued Contributor I
3,711 Views

I've got a new problem now. In event logs 'An item with the same key has already been added.' is generated once every 2 seconds while NUC Software Studio is running.

EDIT:

Closing the app does not fix the problem, the service is causes the problem.

EDIT:
Service stopped and the problem goes away. This also addressed a problem I was having with explorer being very slow to open.

benny670
Novice
3,700 Views

I can confirm, exactly the same behaviour my on NUC!

AndrewG_Intel
Moderator
3,673 Views

Hello @BHarr8

Thank you for posting on the Intel® communities and for your feedback.


We understand that after updating the Intel® NUC Software Studio you received an error saying "This device is not supported" but once you updated the Intel® NUC Software Studio Service driver this fixed that issue and therefore, the software was re-enabled. Is this correct? Is this problem solved now?


We also noticed you mention you have another problem: "In event logs 'An item with the same key has already been added". We can see that "by stopping the service, the problem goes away".

Just to make sure. Is this still a persistent issue and stopping the Intel® NUC Software Studio Service is a workaround that temporarily solves the problem? Or do you mean that this issue is already fixed (and longer occurring) after just stopping the service once? Please kindly provide more details and the following information in case you need further assistance:


1- Intel® NUC Software Studio Service version:

2- Intel® NUC Software Studio Service Driver version:

3- Screenshots and details from Windows® Event Viewer (Event logs)

4- An Intel® System Support Utility (Intel® SSU) report 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


BHarr8
Valued Contributor I
3,661 Views

I'll be with this PC again in a few days, I will get the info for you.

AndrewG_Intel
Moderator
3,564 Views

Hello BHarr8


Sure, no problem! Thank you for your response and for letting us know this. We will be waiting for further details from your end. For any other inquiries, please don't hesitate to contact us back.


Best regards,

Andrew G.

Intel Customer Support Technician


BHarr8
Valued Contributor I
3,556 Views

I didn't get much time with this system but I did confirm something on a 2nd NUC11PHKi7C system. If you install the current app and service you do not have the error log issue.

 

On the problem NUC11PHKi7C the error being reported in the error log is repeatable every reboot and goes away once you manually stop the service.

 

IMO this appears to be an issue with installing the initial build and then updating to the newer app and service. Something in the process of installing over the top of the initial build fails and continues to fail over and over.

When I get back to this system I am going to remove both the app and service and then install just the newest builds. I suspect that the error won't return.

I will get screen shots of the log entry and that SSU report as well.

AndrewG_Intel
Moderator
3,501 Views

Hello BHarr8

Thank you for your response and for these details. The test that you will try (uninstalling the app and service and then reinstalling the latest versions) is actually a good idea. We will be waiting for your feedback about this test and as well for any other information (screenshots and Intel® SSU report) so we can review this further.


Thank you in advance for your efforts in this matter.

Best regards,

Andrew G.

Intel Customer Support Technician


BHarr8
Valued Contributor I
3,378 Views

OK, at the machine right now and the first thing I did was to uninstall both the service and windows store app, rebooted, installed both again and after reboot the error is still being reported in the event logs.

NUC.jpg

It appears that uninstalling does not do a very thorough job since a fresh install on a different system did not produce this error.

SSU log attached.

Reply