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yhuan26
Beginner
1,105 Views

NUC6I5SYH WHEA_UNCORRECTABLE_ERROR

Hi Guys

I just met the error of WHEA_UNCORRECTABLE_ERROR, once i login into win10, the system will reboot. i have tried below steps.

1), re-installled win10, the issuse still existing.

2), update BIOS version to 0068, the issuse still existing.

my product serial number: G6SY60800J44, SA# : H87090-502

if it's a hardware problem, how/where can i send to repair it? thanks.

0 Kudos
7 Replies
LeonWaksman
Super User
90 Views

What was the bios version on your NUC when this failure happened (before updating to ver 0068)?

Leon

idata
Community Manager
90 Views

cloudhuang76: Thank you for joining the Intel communities.

If you are looking for warranty options, please contact the contact center in your region:

 

https://www.intel.cn/content/www/cn/zh/support/contact-support.html%3F_ga%3D2.120268808.1629575928.1... https://www.intel.cn/content/www/cn/zh/support/contact-support.html?_ga=2.120268808.1629575928.15380...

Be prepared to provide the Intel® NUC markings and a copy of the proof of purchase/invoice:

 

https://www.intel.com/content/www/us/en/support/articles/000005804/mini-pcs.html https://www.intel.com/content/www/us/en/support/articles/000005804/mini-pcs.html

We recommend to confirm the Intel® NUC is using supported components and the latest BIOS, details found here:

 

https://ark.intel.com/products/89190/Intel-NUC-Kit-NUC6i5SYH%3Fq%3DNUC6i5SYH https://ark.intel.com/products/89190/Intel-NUC-Kit-NUC6i5SYH?q=NUC6i5SYH

We can see in our data base that there is a case already created for you, please verify it since we send you some notifications in order for you to communicate with the contact center in your region.

Regards,

 

Alberto R.

Intel Customer Support Technician

 

Under Contract to Intel Corporation
yhuan26
Beginner
90 Views

Thanks for your quickly response.

My previous BIOS version is 0028(before updating to 0068), and I also used memtest86+(5.00b1) to test memory, there is no errors.

Below is the log of using windbg to dump crash file. (I copied the memory.dmp file from NUC to my laptop, and then use windbg to analysis it)

----------------------------------------------------------------------------------------------------------

Microsoft (R) Windows Debugger Version 10.0.18206.1001 AMD64

Copyright (c) Microsoft Corporation. All rights reserved.

Loading Dump File [D:\MEMORY.DMP]

Kernel Bitmap Dump File: Kernel address space is available, User address space may not be available.

************* Path validation summary **************

Response Time (ms) Location

Deferred srv*

Symbol search path is: srv*

Executable search path is:

Windows 10 Kernel Version 17134 MP (4 procs) Free x64

Product: WinNt, suite: TerminalServer SingleUserTS

Built by: 17134.1.amd64fre.rs4_release.180410-1804

Machine Name:

Kernel base = 0xfffff801`78e9e000 PsLoadedModuleList = 0xfffff801`7924c170

Debug session time: Thu Sep 27 18:12:54.892 2018 (UTC + 8:00)

System Uptime: 0 days 0:02:22.166

Loading Kernel Symbols

.....................................Page 200243ae0 too large to be in the dump file.

Page 200265adf too large to be in the dump file.

..........................

................................................................

................................................

Loading User Symbols

Loading unloaded module list

.......

*******************************************************************************

* *

* Bugcheck Analysis *

* *

*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 124, {0, ffffe40839228028, fe200040, 8117a}

Probably caused by : GenuineIntel

Followup: MachineOwner

---------

nt!KeBugCheckEx:

fffff801`79046ca0 48894c2408 mov qword ptr [rsp+8],rcx ss:0018:ffffa282`00ceeaf0=0000000000000124

1: kd> !analyze -v

*******************************************************************************

* *

* Bugcheck Analysis *

* *

*******************************************************************************

WHEA_UNCORRECTABLE_ERROR (124)

A fatal hardware error has occurred. Parameter 1 identifies the type of error

source that reported the error. Parameter 2 holds the address of the

WHEA_ERROR_RECORD structure that describes the error conditon.

Arguments:

Arg1: 0000000000000000, Machine Check Exception

Arg2: ffffe40839228028, Address of the WHEA_ERROR_RECORD structure.

Arg3: 00000000fe200040, High order 32-bits of the MCi_STATUS value.

Arg4: 000000000008117a, Low order 32-bits of the MCi_STATUS value.

Debugging Details:

-------...

LeonWaksman
Super User
90 Views

Hello cloudhuang76 ,

The reason for asking what was the Bios version before updating to ver 0068 was that it very well known, that in the beginning NUC6i5SYH suffered from WHEA_UNCORRECTABLE_ERROR . This error was caused by failure in Power Supply circuitry in this NUC. The initialization of Power Supply Regulator was fixed in ver 0042 of Bios. Since then, this NUC is very stable and work goo. However, since you have never updated Bios, most probably your NUC has hardware failure and you can not fix it. In this case my advice is to follow Alberto's instruction and issue support requast for RMA. Your NUC will be replaced.

Leon

yhuan26
Beginner
90 Views

Hi Leon

Your response is very helpful.

Could you please tell me the procedure of the replacement or repairing? is there a link address?

LeonWaksman
Super User
90 Views

Here you will find all the information: https://www.intel.com/content/www/us/en/support/articles/000005679/mini-pcs.html Warranty Information for Intel® NUC Products

and https://supporttickets.intel.com/warrantyinfo?lang=en-US Warranty Information

and https://www.intel.com/content/www/us/en/support/articles/000006598/processors.html Warranty Process for Intel® Boxed Processors

Leon

idata
Community Manager
90 Views

Hello cloudhuang76,

 

 

You already have several cases escalated for a warranty request.

 

Please reply to the email you received today so that we can route you to the correct contact center for your region and start the process.

 

Be sure to respond with the unit markings [ https://www.intel.com/content/www/us/en/support/articles/000005804/mini-pcs.html Identify Your Intel® NUC ] , your shipping address and call back number.

 

I will also send you a Private Message with the case number as confirmation.

 

 

Regards,

 

Pat S

 

Intel Customer Support Technician

 

Under Contract with Intel Corporation