NUC11PHKi7C unable to wake from sleep by pushing Power button

[fppy1993]

Hi,

Just got this Phantom Canyon and find out this computer cannot wake from sleep even hitting the Power button. Can anyone help?

BIOS has been updated to 0068, running Window 11 Pro. 

Please dont give me suggestions or solution to not put the computer into sleep, thank you in advance.

[itsme]

Occasionally I see the same problem with Win10. Normally, the system wakes up from 'Modern Standby' with a mouse click. In the last few weeks it can happen that it looks like the system is leaving 'Modern Standby', an LED lights up briefly, but the system stays in 'Modern Standby'.

At this stage, the only solution seems to be to create a USB event, e.g. by disconnecting and reconnecting the mouse or  inserting a USB stick. The system then immediately exits the  'Modern Standby' state. The problem persists until the next reboot.

[fppy1993]

Hi itsme,

Thank you for your reply. I am using bluetooth mouse and bluetooth keyboard (not a fans of wired equipment), clicking any buttons on them doesn’t wake the computer from sleep. Is this a bug? Or the computer only support waking up from an USB device?

[itsme]

I do not know, I use only wired devices. They just work.

If the BT devices have a USB dongle maybe, as long as the dongle is powered by the system all the time. For BT devices w/o a USB dongle  the system would have to keep its Blootooth receiver running. This may indeed be the case with 'modern standby'.

see this document for more insight. You also want to check if mouse and keyboard  are allowed  wake the system.

But pressing the power button should bring the system to life. This does not seem to be the case with your system.  Is the power button LED pulsing?
Just take any USB device e.g. a USB flash drive or an external USB SSD or HD, plug it in and see if the system wakes up.

[Steven_Intel]

Hello fppy1993

Thank you for posting on the Intel® communities.

In order to better assist you with this issue, please confirm if you are trying to set the NUC to wake up at a specific time?

As well, please perform the following steps and let me know of the outcome:

1. ​​​​​​If the issue occurred after any recent software update, Operating System update, or hardware or BIOS change, try to undo those changes.
2. Try checking the Power Options on Power Options/Plan settings on Control Panel.
3. If possible, try using a different cable or connection type.
4. Check the Power Settings/Eco Mode on the TV/Monitor. For instructions on how to check these settings, contact the TV/Monitor manufacturer.
5. Load defaults settings in the NUC's BIOS:

1. Press F2 during boot to enter BIOS Setup.
2. Press F9 to set defaults.
3. Press F10 to save and exit BIOS.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Steven G.

Intel Customer Support Technician.

[fppy1993 · Accepted solution]

I would like to share an update on my issue:

The problem is apparently solved. I forget how exactly I solved the problem, but currently I disable "Deep sleep at S4/S5" option at BIOS, now the computer can be waked by pressing the power button. 

[itsme]

this is a workaround and not a solution. 

With 'deep sleep in S4/S5 state' enabled,  you should be able to wake system by pressing the power button.

I just tried this myself ( BIOS 0069 ), and  indeed  a simple/single press of the power button did not wake up the system. I had to press the power button several times in quick succession until this was registered by the system.

@Steven_Intel  could you please report this to the appriopriate group?

Default BIOS setting for  'deep sleep in S4/S5'  disabled.

[Steven_Intel]

Hello itsme,

Thank you for your response.

We are going to work on this case. As soon as I have an update, I will let you know.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Hello @fppy1993 

In order to find a solution we need more information, if you are willing to continue with the assistance, please provide the following:

Update the BIOS to the latest version 0069 https://www.intel.com/content/www/us/en/download/19729/bios-update-phtgl579.html

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". Please attach the file to your reply.

@itsme

In order to assist you, please provide all the information requested before and create a new thread.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Hello fppy1993 

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Since we have not heard back from you, we will close this thread. If you need any additional information, please submit a new question, as this thread will no longer be monitored.

Best regards,

Steven G.

Intel Customer Support Technician.