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Beginner
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NUC6i7KYK not booting with 2nd memory module

  • When I received the NUC, it originally booted with both modules installed, but then froze when I was working with virtual machines.
  • I ran a memory test which failed … I then tested the modules individually, and they passed the individual tests.
  • The NUC would then not boot up with both modules installed.
  • I then noticed that I had disparate memory speeds 1 x 2133 MHz and 1 x 2400 MHz.
  • After having the one module swapped out, I am still experiencing the same issue.
  • When the NUC has 2 x 16GB Transcend memory modules (2133 MHz) the following happens:-
    • NUC powers on … but nothing appears on the display
    • NUC shuts down on its own
    • NUC then powers up on its own
    • Only to shutdown again and repeat the above process.
  • A further question I have … I see Transcend 2400 MHz memory modules have been tested / approved for my NUC ??? why are you using 2400 MHz modules when it is stated in the spec sheet that the memory is DDR4 - SO-DIMMS 2133MHz
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Community Manager
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BUHL4224: We will do our best to assist you in trying to fix this problem.

 

 

What is the brand and model of the memory RAM?

 

 

As you mentioned, the proper memory RAM for the NUC is DDR4-2133+ 1.2V, 1.35V SO-DIMM and the max capacity is 32 GB:

 

https://ark.intel.com/products/89187/Intel-NUC-Kit-NUC6i7KYK

 

 

Could you please provide the link where you saw that we tested the NUC using Transcend 2400 MHz memory modules?

 

 

The problem could be related to hardware to one of the memory slots. To rule out that possibility: Did you test the NUC using just one memory stick at the time on each memory slot?

 

Is the problem always happening when using an specific memory slot?

 

 

Regards,

 

Alberto R.

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
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Beginner
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Hi Alberto,

I am using 2 x 16GB Transcend DDR4 SO-DIMMS.

The NUC works fine with 1 x memory module installed in the 1st slot (closest to motherboard)

Will it work with 1 x memory module installed in the 2nd slot? … because my NUC doesn't work with a memory module installed in the 2nd slot.

My NUC also does not boot up with both memory modules installed. I have also tested the memory modules individually and they work fine.

I have also upgraded the bios to the latest version 057.

This is the link I am referring to :-

http://compatibleproducts.intel.com/ProductDetails/ExportPeripheralInfo?moduleName=Intel%C2%AE%20NUC... http://compatibleproducts.intel.com/ProductDetails/ExportPeripheralInfo?moduleName=Intel%C2%AE%20NUC...

Alister

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Community Manager
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BUHL4224: Thank you very much for that information.

 

 

Yes, it should work when using one memory stick on any of the memory slots.

 

 

Please test one memory stick on the second memory slot and let us know the results. This is to rule out a possible hardware problem with the NUC since the memory seems to be working fine.

 

 

Regards,

 

Alberto R.

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
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Beginner
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Hi Alberto,

No luck ...it will only boot when a memory module is installed in the slot closest to the motherboard ..not in the 2nd slot (individual DIMM or 2 x DIMMS installed)....so I assume the issue is then with the 2nd memory slot or its circuitry

Regards,

Alister

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Community Manager
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BUHL4224: Thank you very much for providing those results, we are sorry to hear the issue persists.

Based on that information, the problem seems to be related to hardware, basically with the second memory slot, so the next thing to do will be to replace the NUC.

 

In order to do that you can either get in contact with the place of purchase to verify if they have the option to replace it for you or you can always get in contact directly with Intel so they can assist you with that:

 

 

Chat support:

 

http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat,

For phone support, depending on your location, you will see the contact information on the links below:

 

EMEA contact information: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html

 

APAC contact information: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html

 

LAR contact information: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html

 

North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).

Regards,

 

Alberto R.

Intel Customer Support Technician

 

Under Contract to Intel Corporation
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Beginner
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Thanks ... will do.

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Community Manager
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BUHL4224: You are very welcome.

 

 

Any other inquiry, do not hesitate in contact us again.

 

 

Regards,

 

Alberto R.

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
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Beginner
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I'm having the same problem with the nuc kit I bought from Amazon in August. Except it's the 2nd memory slot having the issue.

Amazon is kind enough to offer me a replacement but I'm already running into a few reboots with the new machine. (No BSOD yet)

I can't help thinking of a QC problem in the recent batches of this model.

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Community Manager
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Lch: Thank you very much for sharing those details.

If you need assistance, please submit your inquiry on a new thread, the reason for this is that every scenario is different even if the same product is being used, so for us to better assist you and in order to try to fix the problem, please submit a new thread:

 

/community/tech https://communities.intel.com/community/tech

Let me apologize for any inconvenience.

Regards,

 

Alberto R.

Intel Customer Support Technician

 

Under Contract to Intel Corporation
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