NUC11TNKv5 + Firmware TNTGLV57 (9 Spe 2022) has a black screen

GRIFFCOMM · ‎09-20-2022

Hi

We have the above machine, just installed the latest firmware, it installed ok HOWEVER we saw a message in yellow about it updating the firmware which then vanished off the screen 2 seconds later and just remained on a black screen with no message at all for 7 mins, it did update the firmware but no message saying it was doing this, the power light also was flashing... kinda thinking that message should of remained on the screen?

We have a custom branding uploaded using the iCHLogo system, so not sure if this was creating the issue, for your testing.

Alberto_R_Intel · ‎09-21-2022

GRIFFCOMM, Thank you for posting in the Intel® Communities Support.

Thank you very much as well for letting us know those details. We will do further research on this matter to verify if we can duplicate the issue in our Intel® lab. As soon as I get any updates, I will post all the details on this thread.

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

Alberto_R_Intel · ‎09-28-2022

Hello GRIFFCOMM, I just received an update on this matter.

After trying to replicate the issue in our Intel® lab, we just wanted to let you know that we completed the Lab and installed the TNTGLV57, with no issues or black screen, the warning message appeared, and then it was replaced with the warning "do not remove the power", and then the flash update and it was completed. We used Express BIOS Update.

Based on that, it seems that the behavior is probably because of his customized iCHLogo system. If you used a different method, then please provide all the details about it.

Regards,

Albert R.

Intel Customer Support Technician

Alberto_R_Intel · ‎10-04-2022

Hello GRIFFCOMM, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

GRIFFCOMM · ‎10-04-2022

Hi

If you believe this is as there is a custom logo, can you prove this AND please confirm when this will be fixed as all out systems leave with a custom BIOS logo installed.

Alberto_R_Intel · ‎10-05-2022

Hi GRIFFCOMM, Thank you very much for your response.

We will gather more information about the results of our lab and post them on this thread as soon as possible. Just to confirm, if you have the chance of course, could you please provide the picture that you are trying to assign as the custom logo in your Intel® NUC?

This is for us to be able to perform the lab using the same picture that you are working with.

Regards,

Albert R.

Intel Customer Support Technician

GRIFFCOMM · ‎10-05-2022

Hi

I can provide you both the image and the bios file we used, please send me the method and location of how i can get these 2 files to you? (i dont want to post here as it would expose our BIOS method to the public).

Alberto_R_Intel · ‎10-06-2022

Hi GRIFFCOMM, Thank you very much for clarifying those details.

Perfect, no problem at all, we completely understand. I will send you an email so you can reply back to it with the image and the bios file you used. Please verify your inbox.

Regards,

Albert R.

Intel Customer Support Technician

GRIFFCOMM · ‎10-07-2022

Hi

Have responded to the email with both the PNG and CAP file, please let me know you got it, its large (over 25mb).

Alberto_R_Intel · ‎10-07-2022

Hi GRIFFCOMM, Thank you very much for sharing that update.

I haven't received it yet. Maybe because it is too large it will take a while.

Regards,

Albert R.

Intel Customer Support Technician

GRIFFCOMM · ‎10-07-2022

The email didnt bounce, however if you dont receive it by tomorrow, let me know, i can host and send you download links.

GRIFFCOMM · ‎10-08-2022

Just received an email bounce from your email server, "attachment too large". Sent another email with a download link hosted by us. Please confirm in email you managed to download the files (they are both in a single zip).

Alberto_R_Intel · ‎10-10-2022

Hi GRIFFCOMM, Thank you very much for your reply.

I just sent you an email, please verify your inbox.

Regards,

Albert R.

Intel Customer Support Technician

GRIFFCOMM · ‎10-11-2022

Email received.

Alberto_R_Intel · ‎10-14-2022

Hello GRIFFCOMM, I just received an update on this matter.

I sent you an email, please verify your inbox.

Regards,

Albert R.

Intel Customer Support Technician

Alberto_R_Intel · ‎10-28-2022

Hello GRIFFCOMM, Since we have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

Regards,

Albert R.

Intel Customer Support Technician

GRIFFCOMM · ‎10-28-2022

What was the resolution to this?