NUC12 Enthusiast multiple sleep failure modes

[pdxNUC12]

I have the NUC12 enthusiast kit which has shown now multiple issues with sleep mode:

1) System will not wake from sleep or at least the monitor does not receive a signal. No response when interacting with keyboard and mouse.

2) System wakes from sleep, but windows boots from start rather than waking from previous state. There is no "skull" splash screen, so it seems the system was already booted thru bios but was waiting to boot windows.

3) System seems to be responding from sleep - keyboard lights and mouse lights when keyboard or mouse are interacted with, but then go off quickly and nothing appears on monitor. NUC12 blue power light continues to slowly flash.

4) System will not go into sleep mode when directed from the Windows menu (Power options). Not sure if I've ever been able to make that work.

Currently have the most recent BIOS installed. Prior to Bios update the fan would run at high speed in sleep mode. 

One graphics driver related to the IRIS Xe graphics wants an update but will not successfully install. The ARC A770M driver is up to date.

Other items: Win11/WD_BLACK SN770 500BG/Crucial 16BG memory.

I'm truly surprised some many variants of failure can occur on this system. I found some recommendations for a Bios setting in the Power section:

1. Click on Secondary power settings.
2. Uncheck PCIe ASPM Support.

This hasn't changed anything. Another recommendation to select Modern Standby, but I don't see this in the Bios.

Any hints to make this thing stable are welcome. Thanks.

[Jean_Intel]

Hello pdxNUC12,

Thank you for posting on the Intel️® communities.  

In order to have a better understanding of your issue, please provide me with the following:

• When did this issue start?
• Does the IRIS Xe graphics driver show any error message when installing? If so, please provide me with a screenshot of the error message.
• Try using another monitor or video cable.

Create a report using the Intel System Support Utility (Intel SSU) 

• Download the Intel SSU (https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html)
• 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 it to "Detailed View."
• To save your scan: click on "Next"; then "Save." 

Regarding the sleep issues, focusing on the no wake-up issue, I recommend you the following;

• Disable Fast Boot in Windows 10, refer to How to disable Windows 10.
• Change BIOS (basic input/output system) settings.
  • Access the BIOS for the Intel® NUC (F2)
  • Press F9 to restore default settings.
  • Click on Advanced
  • Click on Power
  • Click on Secondary power settings
  • Uncheck PCIe ASPM Support
  • Select Sleep Type Support， Click Modern Standby
  • Press F10 to save the settings

Best regards, 

Jean O.  

Intel Customer Support Technician

[pdxNUC12]

The sleep issues began immediately after install/setup.

The Xe driver did install, so I there may have been two in succession which I interpreted as an update failure, but it appears ok now.

The cable and monitor are from the previous working system

I've attached the SSU report.

I had already done the BIOS change to Uncheck PCEe ASPM with no effect. The Modern Standby option does not show in my BIOS.

[Jean_Intel]

Hello pdxNUC12,

Thanks for the information provided.

Based on the Intel SSU report, it reports that the Intel® Arc Graphics Driver is 30.0.101.3267, this driver is the latest generic driver. We have a personalized driver for your Intel® NUC system (30.0.101.3267). We would recommend you install the latest Intel® Arc Graphics Driver for your unit. Perform a clean installation.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello pdxNUC12,

I hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards, 

Jean O.  

Intel Customer Support Technician

[pdxNUC12]

After installing the .3267 graphics drivers win11 installed the .3430 drivers and the Intel Driver&Support is directing me to install the .3490 drivers now, so I am not sure on the best method to keep using the old drivers without win11 making the update.

It's difficult to tell in a short time whether the sleep mode issues are resolved. I had to shutdown the NUC via power button and reboot just today but the .3430 drivers are now active again, so I'll have to downgrade back to .3267 and try to keep Windows from updating the graphics drivers.

[Jean_Intel]

Hello pdxNUC12,

Thanks for your response.

I understand that Windows is automatically updating the driver to the 3430 version. To temporarily disable Windows Updates, to be able to test the driver version provided before, follow these steps:

• Open Settings.
• Click Update & Security.
• Click Windows Update.
• Click the Advanced options button.
• Under the Pause updates section, use the drop-down menu to select how long to disable updates.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello pdxNUC12,

I hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards, 

Jean O.  

Intel Customer Support Technician

[pdxNUC12 · Accepted solution]

I checked the last post.

Oddly, since updating the graphics drivers to .3267 and even with the win11 update to .3430 I haven't experienced the no wake-up from sleep problem. I have started using the mouse button to wake the computer rather than the keyboard.

I still had the issue of the win11 restarting while in sleep mode, but I now believe this is win11 forcing an update. The last two events seem to correlate with updates in the windows update history.

At this time I will just monitor for the no-wake issue.

Thank you.

[Jean_Intel]

Hello pdxNUC12,

Thanks for your response. I am glad to hear that the wake-up issue seems to be partially resolved

I understand that you have marked this thread as closed since part of your issue is solved. However, I want to know if you want to continue with Troubleshooting or let me know if you are ok with the Windows and wake-up issue. I will keep this thread open for a few days.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello pdxNUC12

I hope you are doing fine.

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

Best regards.

Jean O. 

Intel Customer Support Technician.