NUC6i7KYK - Will not wake up from sleep mode

[MLuca2]

I believe I have updated all drivers and the latest Bios update, however when system falls into sleep mode I can hear beeping sounds through speakers (possibly the HDMI connections). Then the system will not wake up. A full power down and reboot is the only way to get system up and running.

I have read through a few of the other issues in community, followed removing graphics driver, re-adding both graphics and HDMI drivers. Problem not fixed.

Monitor specs:

LG 34inch widescreen - 34UC98

Running HDMI cable direct from monitor to Nuc port.

[idata]

Hello sniper122,

I would like to gather more information regarding this matter, please provide the information requested below.

• Intel® System Support Utility: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- Download Intel® System Support Utility for Windows*
• What is the brand and model of the cable you are using?
• When did the issue started?

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

Regards,

Amy C.

[MLuca2]

Hi Amy,

I have attached scan of system for you.

The issue has only recently just started to occur I think after I updated he Bios...

The HDMI cable was supplied with LG monitor.

[idata]

Thanks for the file.

Let's try to update the following drivers and use the instructions for each driver;

• BIOS 048: https://downloadcenter.intel.com/download/26842/NUCs-BIOS-Update-KYSKLi70-86A-?product=89187 Download BIOS Update [KYSKLi70.86A].
  • BIOS Update Instructions for Intel® NUC: https://www.intel.com/content/www/us/en/support/boards-and-kits/000005636.html BIOS Update Instructions for Intel® NUC
• Intel® Graphics Driver for Windows* [15.45]: https://downloadcenter.intel.com/download/26836/Graphics-Intel-Graphics-Driver-for-Windows-15-45-?product=88357 Download Intel® Graphics Driver for Windows* [15.45]
  • Manual method: https://www.intel.com/content/www/us/en/support/graphics-drivers/000005629.html Manually Install an Intel® Graphics Driver in Windows® 10 and Windows...

One more thing I would like to recommend is to test a different HDMI cable, if possible for you.

Please let me know how it goes.

Regards,

Amy C.

[idata]

/thread/115312 sniper122, hope you were able to follow the suggestion mentioned above.

Regards,

Amy C.

[MLuca2]

Hi Amy,

I have followed all the instructions step by step, updating bios, graphics driver, changed hdmi cables as outlined in your correspondence.

The issue has not been rectified and Nuc will not wake up from after it falls into sleep mode.

What do you suggest next?

[n_scott_pearson]

Are you sure that it isn't waking up? You could be seeing the issue where the display is not being reawakened. Right-click on the Start button and select Power Options. In the dialog that appears, set the When plugged in, turn off after option to Never. Reboot the system after this and then test sleeping...

Hope this helps,

...S

[MLuca2]

I have gone into the power options and changed the display setting to never.

Restarted Nuc - Manually put it to sleep to see if changes had any effect...

Still same problem.

When manually putting Nuc to sleep I can hear the connectivity beeps of some sort coming through the speakers. Also when booting computer up or shutting down, my speakers make a decent popping sound.

Tell me if I'm doing some thing wrong?

[MLuca2]

After reading through some of the other similar issues..

My screen has the no signal message displayed, which its obviously not receiving from the Nuc??

If I pull out the hdmi cable from the port in the rear of the nuc and then plug it back it in, Nuc wakes up.

It driving me mad having to manually force close Nuc by holding power button, then re booting.

I read somewhere about the new Bios update, actually going into Bios and hitting f12 or something which resets settings?

[n_scott_pearson]

That's correct. After using F2 to enter BIOS Setup (Visual BIOS), you can press F9 (followed by 'Y') to reset the BIOS configuration to defaults and then press F10 (followed by 'Y') to save the updated configuration and exit from Visual BIOS. When I was forced to test with an ancient TV that did not support the 1024x768 pixel resolution (and thus could not display Visual BIOS), I used F2 to initiate Visual BIOS and then blindly entered this (F9, Y, F10, Y) sequence and thus was able to reset the BIOS configuration.

I know it's not an optimal way to handle the issue, but you can avoid this not-quite-hang issue by (also) disabling Sleep. In my case, because I am looking into issues with all sorts of NUC and Compute Stick models, I use VGA-, DVI- and HDMI-based 4-port USB KVMs to share keyboard, mouse and speakers across multiple units so that I can keep them online all the time and do on-the-fly unit swaps. This exacerbates the issue and the only way I have got it to work successfully is by (also) disabling Sleep.

Hope this helps,

...S

[MLuca2]

I have now tried and tested all the instructions 3 x times to ensure I have followed correctly.

With no success I still have the issue of my screen not waking from when it falls into sleep mode!

Surely there has to be a solution???

[n_scott_pearson]

Matt,

Have you tried using my workaround? What happens when you have Monitor Sleep set to Never and System Sleep set to some amount of time (i.e. do you see hangs)? What happens when you have both Monitor and System Sleep to Never?

...S

[MLuca2]

Scott,

Yes I have currently set the the sleep timer to 25 mins on Nuc, display monitor set to never.

Refer below screen shot:

Everything that has been recommended I have followed, further go through all the process's another 2 x.

The only solution is completely turning off the sleep mode all together, which in my opinion is unsatisfactory!

I dont have a problem if you feel logging in through teamviewer may assist in the matter. However, sleep mode originally used to work with my new monitor, then all of sudden totally unresponsive.The question I have is: a) My product is faulty? OR b) The issue will be rectified in the not to distant future.

[n_scott_pearson]

I totally agree that this is unsatisfactory, but it is the only workaround that I have found to work.

I first saw this issue with the (4th gen) WY NUCs (though I have to admit that I didn't test for this with previous generations) and it has existed in every NUC (and every Compute Stick) since then. Despite reporting this issue (including verbally to members of the development team), Intel has never delivered a fix for this issue. I do not know if the issue lies within the DP-to-HDMI ICs that Intel is choosing (which would technically put this in the faulty product category) or is a simply a bug in the Intel HD Graphics driver. I would hope that it is the latter and thus a fix could be delivered, but I don't see this issue being assigned any priority...

...S

[Alexander_D_Intel]

Well, two years later I am still struggling with this problem.

[n_scott_pearson]

You are still seeing it with latest (26.20.100.6911) driver installed?

...S

[Alexander_D_Intel]

I run the Intel Driver Update Utility periodically and the last time I ran it (a few days ago) it reported that all my drivers are up to date. I currently have two problems. One is when my TV does not detect HDMI signal. This often happens when I switch accounts (I have three Windows user accounts for my family). Say, my kids are logged in, so I log them off intending to switch to my account, and the screen (Samsung TV) goes blank with no signal. If I unplug the HDMI cable and plug it in back, the signal gets restored. I recently connected the HDMI cable to an HDMI switch and turning the switch off and on also restores the signal. Doesn't happen all the time, but very often. A more serious problem is that when the system cannot wake up from the sleep. It would not respond to keyboard, mouse clicks, or even quick press of the power button. I need to unplug the device or press and hold the power button to get it restarted. Does not happen often, but when it does it's a pain. I think a time or two, I was able to get into the stuck system via a terminal server from another computer. But recently it just totally went unresponsive, so only hot reboot helped.

[n_scott_pearson]

Gee Alek, as an Intel insider, you should be delivering your complaint directly to the graphics driver team. If you can't find a name, I probably can...😜

...S