NUC5i3RYH Freeze - Intel Management Engine - Windows 10

matbla91 · ‎08-10-2020

Hi,

I have a problem with NUC5i3RYH. It freezes or restarts very often. It is also not possible to wake up after sleep mode. I have noticed it happens because of Intel Management Engine Interface driver.

I've tried to use different drivers, also the newest one included on Intel website and the newest provided by Microsoft. It doesn't work.

Do you have any ideas how to solve it?

Best,

Mateusz

LeonWaksman · ‎08-10-2020

Hi Mateusz,

In order to get better information about your system, please download the Intel System Support Utility (SSU). Run the SSU scan and save the results. The .txt file with the results please attach to your post.

Leon

matbla91 · ‎08-10-2020

Hi,

please find results attached. I've tested many different engine drivers, these results are with the oldest one.

LeonWaksman · ‎08-10-2020

Hi Mateusz,

1. Such error can be caused by faulty memory. I suggest that you remove for a test one of yours SO DIMMs and run your computer with one memory module installed, first in upper than in lower slot. Different applications, testing memory, not always are detecting all failures.

2. The other problem I can see is that your Windows is installed in Legacy Boot mode. The UEFI boot, wich is the default boot for Windows 10 and NUC is disabled on your system. Why? I would advice you to reinstall your system in UEFI mode:

3. Please prepare your installation media (you need 8GB – 32GB USB stick), using Microsoft Media Creation Tool. This will install version 2004.
3. Your bios should be set to default settings. Enter bios (press F2 during boot) and then press F9 (Y) to set defaults and F10 (Y) to save settings and exit.
4. With the installation media inserted into rear USB slot, power ON your NUC and repeatably press F10 to get Boot Menu.
5. In this menu, choose UEFI option of you Installation media.
6. Follow this tutorial to continue with installation.
7. In para. 8 you may enter Product Key from the Microsoft Distribution you bought or click on the I don't have a product key and Windows will be reactivated automatically, since it was activated on this computer.
8. Skip on para. 13 and continue in para. 14. Important, do not format drive where you want to install Windows, rather delete all existing partitions from this drive, till you see one unallocated space.
9. Press Next and continue with the installation.

10. You may try to convert the MBR partition to GPT, without loosing any data, following this tutorial. Of course, first backup your drive and set BIOS to default setting (this will enable UEFI boot)

Leon

matbla91 · ‎08-10-2020

Hi,

thank you for your answer.

It is not a problem with SO DIMMs, I've tested both. I've tried to run system only with first or with second, problem is the same.

I've reinstalled system with UEFI and tried both drivers - problem still exists.

Please find new log file.

I think the issue is Intel Management Engine, because it is always not possible to wake up after sleep mode. It crashes.

LeonWaksman · ‎08-10-2020

Hi Mateusz,

1. Your system is still running (booting) in Legacy mode. See the following line in the SSU report:

BIOS Mode:"Legacy"
          BIOS Version/Date:"Intel Corporation RYBDWi35.86A.0385.2020.0519.1558 , 05/19/2020"

Did you enabled the UEFI boot in BIOS?

2. You can also check in Disk Management and see if you have EFI partition on your system drive.

Leon

matbla91 · ‎08-10-2020

Sorry, I've attached incorrect file. Please find this correct one

LeonWaksman · ‎08-10-2020

1. We may try to install the latest driver for Intel HD 5500 Graphics Version: 15.40.45.5126 The driver installed in your NUC is dated 2018. This driver runs only on 64 bit Windows 10.

2. Download and install The Intel Management Engine Driver

3. Download and install the Chipset Device Software. Reboot your NUC.

4. Disconnect the USB HUB (with the devices) connected to your NUC.

Leon

matbla91 · ‎08-10-2020

Thank you. Unfortunately, it is still the same.

How can I disconnect usb hub?

LeonWaksman · ‎08-10-2020

I was under impression that you have some external USB HUB connected to your NUC. If I'm wrong, disregard my advise. I have no other idea how I can help you. Could be some other forum member will give you better advise.

Leon

matbla91 · ‎08-10-2020

I have noticed one additional problem. Clock stops or updates with delay. It saves the last time after update... Maybe it is related

AndrewG_Intel · ‎08-10-2020

Hello matbla91

Thank you for posting on the Intel® communities.

We would like to inform you that due to the Intel® NUC Kit NUC5i3RYH has been discontinued, Intel Customer Service no longer supports inquiries for it, but perhaps fellow community members have the knowledge to jump in and help. You may also find the Discontinued Products website helpful to address your request:

https://www.intel.com/content/www/us/en/support/discontinued-products.html

You can verify this product's discontinuance status at http://ark.intel.com/ > Product Status > "Discontinued".

Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.

Best regards,

Andrew G.

Intel Customer Support Technician