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JM12
Beginner
5,412 Views

NUC6i7KYK USB-C connected Monitor prevents computer from powering down

TLDR: There is an issue with Microsoft Windows that prevents the NUC from powering down.

I recently upgrade my Intel NUC6i7KYK (Skull Canyon) with some RAM, 2 SSDs and triple Monitors which required using the USB-C port for DP output. Everything works great, except that occasionally I noticed when powering down the computer, Windows would shutdown, monitors would go to sleep, but the NUC's power light and Fan would remain on. This would force me to hold down the power button in order to power it down. After some lengthy troubleshooting I narrowed it down to, this behavior would only occur when the Monitor was plugged in to the USB-C port. And yes, I searched Lycos and Netscape and there are no solid leads regarding this issue.

Hardware specs:

  • NUC6i7KYK
  • 2x 16GB Kingston HX421S13IB/16 RAM
  • 2x 250GB Samsung MZ-V6E250BW NVMe drives in RAID 0
  • 3x Dell U2412M monitors
  • various monitor cables and peripherals.

Shorten version of lengthy troubleshooting:

  1. Installed Windows 10 1709 and 1803 with latest Drivers and Firmwares.
  2. Disabled Windows fast startup power feature.
  3. Power drained the Computer and Power brick for 24hrs in several occasions.
  4. Swapped a bunch of parts (including RAM and SDD) and upgraded SSD firmwares.
  5. Swapped Peripherals when I noticed the USB-C port was the culprit.
  6. Tried USB-C/HDMI adapter with a HDMI/DVI cable, and USB-C/DVI cable.
  7. Tried different configurations in the BIOS regarding the USB ports and Thunderbolt controller.
  8. Threw Windows out the Window and installed Linux, works perfect! Problem solved.

Steps remaining to be troubleshooted:

  1. Perform further BIOS configurations but started to lose track of the combinations.
  2. Try a different monitor/cable combinations except that Linux fixed it.
  3. Try a USB-C device such as a harddrive.
  4. Have a professional Intel technician/developer look into the matter is what I'm hoping for.

In conclusion, I suspect this might be a Windows Driver issue, possibly some power control feature that is preventing the NUC from entering an S5 power state. I'm not a technician, but I hope this helps someone at Intel narrow it down.

PS. Thanks for fixing the other driver issue regarding the /thread/124314 NIC, still waiting to try it because of this issue.

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25 Replies
idata
Community Manager
330 Views

Hello zombee411,

 

 

I understand that you are having problems with the unit since you turn it off but it does not completely shutdown while having the monitor connected via USB-C.

 

 

Regarding this, I would like to recommend you to first follow the troubleshooting you have mentioned which has not been done yet for testing purposes. I will be looking into this as well, however it is recommended to follow the steps specified above first.

 

 

Let us know the outcome.

 

 

Regards,

 

David V
idata
Community Manager
330 Views

Hello zombee411,

 

 

I am following up with your case and see that we have not heard back from you.

 

 

I was wondering if you followed the steps mentioned.

 

 

If you need more assistance do not hesitate to reply.

 

 

 

Regards,

 

David V

 

JM12
Beginner
330 Views

My apologies, haven't had time to further troubleshoot. I have temporarily resolved the issue by not installing the Thunderbolt driver, although it only happens once a week now it is still not resolved. My other concern is the display's(USB-C to DVI) colors are washed out which is common when "limited dynamic range" is enabled in the graphics card settings. This renders the monitor useless once more, since I am not able to accurately display colors. I noticed the setting is missing from the Intel Graphics driver to set "full dynamic range". While the other 2 monitors have rich blacks and vibrant colors (HDMI and Display port). I can't help but noticed that all these issues have been related to Windows drivers including the NIC VLAN driver issue, possibly the Thunderbolt issue and the Intel graphics driver missing dynamic range. None of this happens in Linux so its not a hardware issue.

idata
Community Manager
330 Views

Hello zombee411,

 

 

Thank you for your response.

 

 

I want to try to update the graphics driver to the latest one that came out not long ago for your graphics controller. Please refer to the link below and download the ".zip" file:

 

 

https://downloadcenter.intel.com/download/27847/Graphics-Intel-Graphics-Driver-for-Windows-10?produc... https://downloadcenter.intel.com/download/27847/Graphics-Intel-Graphics-Driver-for-Windows-10?produc...

 

 

After the download, please follow the steps below:

 

 

1 - Unzip the file to a designated location or folder.

 

2 - Right-click Windows Start icon and open Device Manager.

 

3 - Click Yes when prompted for permission from User Account Control.

 

4 - Expand the Display adapters section.

 

5 - Right-click the Intel® graphics entry and select Update Driver Software.

 

6 - Click "Browse my computer for driver software".

 

7 - Click "Let me pick from a list of device drivers on my computer".

 

8 - Click "Have Disk".

 

9 - Click "Browse".

 

10 - Access the designated location or folder, and access a folder called "Graphics".

 

11 - Select the .INF file (Setup information).

 

12 - Click Open, then click OK, and finally click Next. Drivers are now being installed.

 

13 - Reboot your computer

 

 

Let me know the outcome.

 

 

 

Regards,

 

David V
JM12
Beginner
330 Views

I'm surprised Windows 10 constantly forcing updates down your throat didn't update the driver for me. Thanks David, that nailed the washed out blacks issue and colors are normal now. I'm off to calibrate all three monitors now. Looking forward to maybe the Powering down issue getting resolved. Thanks again intel_corp!

PS. I check the release notes and noticed "Improved detection of type-c and Thunderbolt displays", maybe that helped out.

idata
Community Manager
330 Views

Hello zombee411,

 

 

Thank you for your response.

 

 

I am really glad to know that the graphics problem has been addressed properly. Now, in order to address the issue of the shutdown, I would like you to try to re-install or re-flash the BIOS of the unit, this procedure I want to do it via USB flash drive. First, please download the following ".BIO" file:

 

 

https://downloadcenter.intel.com/download/27805/NUCs-BIOS-Update-KYSKLi70-86A-?product=89187 https://downloadcenter.intel.com/download/27805/NUCs-BIOS-Update-KYSKLi70-86A-?product=89187

 

 

Once downloaded, please follow the steps in the link below: (Start from step 2).

 

 

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

 

 

Once the BIOS has been re-installed or updated depending on the version you had installed, please go into your Operating System normally and then attempt a normal shutdown, check to see if the issue persists.

 

 

I hope this helps.

 

 

 

Regards,

 

David V
JM12
Beginner
330 Views

Thank you for your response, is it worth noting that during the most recent windows installation I installed the latest BIOS from Windows? Or does the USB method make a difference in reflashing it? Also note that I have Windows installed in a RAID-0 with UEFI and this may potentially break my boot, causing me to lose my Windows install.

Regards,

idata
Community Manager
330 Views

Hello zombee411,

 

 

Thank you for your response.

 

 

As long as you do not put the BIOS settings back to default then the BIOS update should not affect the settings already set up. However, I want to know, what BIOS version are you running exactly right now? You can check this by searching for "System Information". Under BIOS Version/Date it shows it. What does it say?

 

 

Let me know please.

 

 

 

Regards,

 

David V
JM12
Beginner
330 Views

Thank you but I cannot afford downtime if this breaks my windows install, so this will have to wait till I can backup all my software settings in the next couple of days. I am currently running

BIOS Version/Date Intel Corp. KYSKLi70.86A.0055.2018.0516.1629, 5/16/2018

which was the latest version at the time of the Windows re-installation after the Windows/Intel NIC VLAN issue.

Regards,

idata
Community Manager
330 Views

Hello zombee411,

 

 

Thank you for your response.

 

 

I quite understand your position. Something else we can try then so we can avoid any downtime is to update the Thunderbolt firmware. We have a firmware update that can be done to fix problems with the connectivity using the USB-C. You can download the firmware updater in the link below:

 

 

https://downloadcenter.intel.com/download/27667/Thunderbolt-3-Controller-Firmware-Update-Tool-for-In... https://downloadcenter.intel.com/download/27667/Thunderbolt-3-Controller-Firmware-Update-Tool-for-In...

 

 

In that link you can also find the update instructions, make sure to follow them to make sure the update goes through successfully.

 

 

I hope this helps.

 

 

 

Regards,

 

David V
idata
Community Manager
330 Views

Hello zombee411,

 

 

I am following up with your case and see that we have not heard back from you.

 

 

Were you able to update the firmware?

 

 

If you need more assistance do not hesitate to reply.

 

 

 

Regards,

 

David V
JM12
Beginner
330 Views

Thank you for your patience David intel_corp, I finally had some time to risk the BIOS update and successfully reinstalled the firmware. Unfortunately I cannot update the Thunderbolt firmware because I do not have a Thunderbolt device. I am in the process of obtaining one in order to update the firmware.

Regards,

idata
Community Manager
330 Views

Hello zombee411,

 

 

We recently released newer version of the graphics driver, and I would like you to give it a try. You can download it from this link https://downloadcenter.intel.com/download/27894/Intel-Graphics-Driver-for-Windows-10 https://downloadcenter.intel.com/download/27894/Intel-Graphics-Driver-for-Windows-10

 

 

Regards,

 

Fred D.
JM12
Beginner
330 Views

intel_corp I installed the new driver and selected restart, that's when it began the restart procedure and when the monitors went to sleep and the USB power cut off, it got stuck as usual with only the power button light on and the fan running at normal speed. Only way to reboot is by holding the power button for five seconds. So I guess the BIOS reflash didn't work, and we will see how the new graphics driver does. Thank you.

Regards,

idata
Community Manager
330 Views

Hello zombee411,

 

 

In order to help you better 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.

 

 

Were you able to install this Thunderbolt™ 3 Controller Firmware Update? https://downloadcenter.intel.com/download/27667/NUCs-Thunderbolt-3-Controller-Firmware-Update-Tool-f... https://downloadcenter.intel.com/download/27667/NUCs-Thunderbolt-3-Controller-Firmware-Update-Tool-f...

 

 

Regards,

 

Fred D.
JM12
Beginner
330 Views

Thank you for your help intel_corp and I have attached the report. I find it odd you need a Thunderbolt 3 device to update the Thunderbolt 3 controller. Unfortunately I do not own or have a need for any Thunderbolt 3 devices at the moment. The incident has occurred again, it just stays stuck in this weird state of being On but all peripherals are powered Off.

Regards,

idata
Community Manager
330 Views

Hello zombee411,

 

 

I tried to reproduce the issue with one Intel® NUC Kit NUC6i7KYK we have in our lab, but I did not get the same results you are getting. I tried with an USB-C to HDMI adapter, USB-C to Displayport* adapter, single display, dual display, but I was not able to reproduce the issue.

 

 

May I have the model number of the USB-C adapters you are using?

 

 

Have you by any chance tried one of the USB-C adapters we have on our compatibility list? http://compatibleproducts.intel.com/ProductDetails/ExportPeripheralInfo?moduleName=Intel%C2%AE%20NUC... http://compatibleproducts.intel.com/ProductDetails/ExportPeripheralInfo?moduleName=Intel%C2%AE%20NUC...

 

 

Are you using the power cord that came with the Intel® NUC Kit NUC6i7KYK?

 

 

If possible test the system in single display and let me know if issue persists or not.

 

 

Regards,

 

Fred D.
JM12
Beginner
330 Views

Thank you for testing this intel_corp, the issue is random and doesn't always happen, but what is fairly certain is that its coming from the USB-C port. As I said in my initial post, I've tried various adapters but I find it hard to believe that all of them are causing it. My current setup is a USB-C to DVI cable made by Smolink. I also have tried a USB-C to HDMI made by Plugable, with a HDMI to DVI cable made by Rankie. I also tried another cable that I don't remember the name of. Links can be found at the bottom. I am indeed using the Power adapter/cord that came with the NUC, and I have power drained it several times as I've read before.

What do you mean by testing in single display, as in only the USB-C monitor or only HDMI / DP monitor?

Regards,

Smolink USB C to DVI cable - https://www.amazon.com/gp/product/B076367RYZ/ref=oh_aui_detailpage_o07_s00?ie=UTF8&psc=1 https://www.amazon.com/dp/B076367RYZ/

Rankie HDMI to DVI cable - https://www.amazon.com/gp/product/B00YOSA85Q/ref=oh_aui_detailpage_o01_s00?ie=UTF8&psc=1 https://www.amazon.com/dp/B00YOSA85Q/

Plugable USB C to HDMI 2.0 adapter - https://www.amazon.com/dp/B01FIVSC6Y/ https://www.amazon.com/dp/B01FIVSC6Y/

idata
Community Manager
330 Views

Hello zombee411,

 

 

Testing in single display would be using the USB-C monitor only.

 

 

Since the issue doesn't occur with Linux, it is apparent that this is software issue with Windows.

 

 

We recommend the following testing:

 

  1. Are there any devices plugged into the USB 2.0 hub on the monitors? If so, have you tested removing them? A specific device might be interfering with the shutdown process.
  2. What other input devices are connected to the Intel® NUC? If so, have you tested removing them?
  3. Have you tested removing all input devices from both the monitors and Intel® NUC (except for the power cable, displays and wired keyboard and mouse)? If the issue doesn't occur, you can then test one device at a time.
  4. Please advise the specific display cable/adapter/dongle that is connected between the Intel® NUC and monitor (monitor supports DVI-D, VGA, DisplayPort). We recommend connecting a DP display cable from the monitor with the appropriate display adapter for the Intel® NUC. We recommend not using DVI since it is only FHD while the other ports are 4K capable.
For example:
  • NUC mini-DP -> mini-DP to DP
  • NUC HDMI -> HDMI to DP
  • NUC USB-C -> USB-C to DP
  1. Perform a clean boot (disable all non-Microsoft services and tasks/processes not required. Then test re-enabling a few services and/or processes at time.
  2. Have you tested installing the monitor driver? Dell U2412M Monitor Driver https://www.dell.com/support/home/us/en/19/drivers/driversdetails?driverId=FTX9M https://www.dell.com/support/home/us/en/19/drivers/driversdetails?driverId=FTX9M
  3. Try updating the Intel® Wireless Technology-Based Driver for Intel® NUC Kits to Version: 20.60.0 (Latest) Date: 6/13/2018 https://downloadcenter.intel.com/download/27899/?product=89187 https://downloadcenter.intel.com/download/27899/?product=89187 (don't think this is the issue, but good test)

 

Regards,

 

Fred D.
JM12
Beginner
127 Views

Please review my original post intel_corp and the troubleshooting steps done up until now, so that we don't repeat unnecessary steps. In the original post I mention I swapped peripherals (USB, HUBS, Webcams, etc.) to isolate the issue. I will go ahead and repeat the process again for the sake of making this issue go away. The Monitor does not have a USB cable attached to its onboard hub. Once more, I already mentioned what my current dongle setup is for the USB-C monitor, but I will be specific on the other two monitors.

  • NUC mini-DP -> mini-DP to DP-monitor3 (Made by Rankie)
  • NUC HDMI -> HDMI to DVI-monitor2 (Made by Rankie)
  • NUC USB-C -> USB-C to DVI-monitor1 (Made by Smolink)

Unfortunately all the DP ports on all three monitor are used.

  • Surface Hub mini-DP -> mini-DP to DP-monitor1 (Made by Rankie)
  • Surface Hub mini-DP -> mini-DP to DP-monitor2 (Made by Rankie)
  • NUC mini-DP -> mini-DP to DP-monitor3 (Made by Rankie)

And I'm not sure why you are recommending unnecessary cables if you already know the monitor's model number and that it's not 4K cable, so please don't make random recommendations and let's focus on the details. Yes the monitor drivers have been installed.

The only valuable piece of advice is using the ol' "msconfig" troubleshooting process of disabling services and diagnostics boot. The other useful advice is updating the wireless driver, which would be obvious considering how this case will continue to drag out and some other new driver will be available and I will be asked to update the driver for some other component as well which just come out two days ago.

I have also tried a couple of other options from google since this issue is actually common, but different for everyone.

https://www.google.com/search?q=Nuc%20not%20shutting%20down%20site:communities.intel.com https://www.google.com/search?q=Nuc%20not%20shutting%20down%20site:communities.intel.com

Regards,

PS. I found this in the Windows logs just before shutting down when the issue occurs, and I thought it might be worth something to look at "igfx" relates to the graphics driver:

The description for Event ID 0 from source igfxCUIService2.0.0.0 cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

Logoff: 1

The request is not supported

As a review, please keep in mind the issue is driver related and not software related because a clean Windows installed has been performed and the issue still occurs.

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