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KWang49
Beginner
1,579 Views

NUC6i7KYK - External USB HDD disconnected and reconneted when plugged in front USB port

Hi,

When I plug a Seagate backup plus 2.5" USB external HDD into front USB port of my NUC6i7KYK, it always gets disconnected in 10-15 minutes and then gets reconnected. I find this issue because when I was playing a video about 10 minutes later, I can hear the USB device disconnected notification sound from Windows 10 and then my player freezed because it lost connection with USB HDD even the reconnected notification comes later.

I was using Windows 10 version 1703 which has this issue and after I upgrade to version 1709 this issue still exists. Please advise how can I fix this problem. Thanks !

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10 Replies
LeonWaksman
Super User
96 Views

Are your drivers updated? If not download the drivers: https://downloadcenter.intel.com/product/89187/Intel-NUC-Kit-NUC6i7KYK Downloads for Intel® NUC Kit NUC6i7KYK and update starting with Chipset driver and Management Engine Driver. Also it is advisable to have BIOS updated to the last version.

Leon

idata
Community Manager
96 Views

idata
Community Manager
96 Views

Hello, chikai.

 

 

I would like to double check if you were able to perform the troubleshooting steps that I attached in the last post and the results.

 

 

 

Antony S.
MElSa
Beginner
96 Views

I have two seagate external drives and confirmed that the issue only exists when connecting the any of the two drives through the right front USB port.

Also it does not matter if there are one vs two drives connected at the same time, the drive connected to the right port always disconnects and reconnects randomly.

idata
Community Manager
96 Views

Hello sa3dany,

 

 

Thank you for contacting us, I understand that your unit is experiencing hardware detection issues through the right front USB port.

 

It will be more than a pleasure to assist you with this.

 

First, please go ahead and update your bios through:

 

https://www.intel.com/content/www/us/en/support/articles/000005850/mini-pcs.html https://www.intel.com/content/www/us/en/support/articles/000005850/mini-pcs.html

 

Here you will find the latest BIOS here:

 

https://downloadcenter.intel.com/download/27509/BIOS-Update-KYSKLi70-86A-?product=89187 https://downloadcenter.intel.com/download/27509/BIOS-Update-KYSKLi70-86A-?product=89187

 

Second, update the chipset driver:

 

https://downloadmirror.intel.com/26803/eng/Chipset_Win7_8.1_10_10.1.1.14.zip that your unit is up to date, I would like to gather more information about the configuration you have in the computer. Please attach to this thread the .txt file the Intel System Support Utility will generate

 

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

 

 

To attach a file, you must click •Use Advanced Editor" on the upper right hand corner of the response box, then the "attach" option will appear on the bottom right hand corner of the response box.

 

 

As well, can you please provide us with the full model number of your drives?

 

 

I hope to hear from you soon.

 

 

Best regards,

 

Diego S.

 

MElSa
Beginner
96 Views

Hello Diego,

Thank you for your reply.

I already had the latest BIOS and chipset driver installed. You can find the SSU file attached to this post.

idata
Community Manager
96 Views

Hello sa3dany,

 

 

Thank you so much for your reply, the information attached to us, it is extremely helpful.

 

In order to try to get the source of the issue, and to replicate your case scenario, can you please provide us with the full model number of your drives?

 

 

I hope to hear from you soon.

 

Best Regards,

 

Diego S.
MElSa
Beginner
96 Views

I have both the STDR4000901 and STDR4000902 which are the same capacity but differ only in color.

idata
Community Manager
96 Views

Hello sa3dany,

 

Thank you for your patience.

 

I regret to inform you that during these past days we were trying to work your issue (we tested multiple hardware and NUCs, besides the model that you own), but we have not been able to replicate the behavior of your NUC.

 

We actually got the same external drive model (STDR4000901) however after hours of testing we did not get any positive results. This makes us think that there might be something defective with the actual NUC, due to the fact that your unit is not providing enough energy to the drives on that specific port.

 

At this point I strongly suggest you to get in touch with you local warranty online center after checking the markings and the warranty for your unit so you can look for a replacement.

 

You can check the warranty process here:

 

https://supporttickets.intel.com/warrantyinfo

 

Best Regards,

 

Diego S.

 

MElSa
Beginner
96 Views

Hello Diego, Thanks for the followup.

I am in the process of receiving a replacement unit due to a different issue (random reboots). I will make sure to test the external drives with the replacement unit.

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