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 !
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.
Can you update your https://downloadmirror.intel.com/27436/eng/KY0051.bio BIOS using https://www.intel.com/content/www/us/en/support/articles/000005850/mini-pcs.html these steps? And can you update the https://downloadmirror.intel.com/26803/eng/Chipset_Win7_8.1_10_10.1.1.14.zip Chipset as well?
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.
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.
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:
Here you will find the latest BIOS here:
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
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.
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.
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:
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.