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idata
Community Manager
1,174 Views

NUC7i5BNK Shuts Down

Hi,

I think I have a problem with my new NUC7i5BNK, and I hope that you can clarify some things.

I have installed Samsung 960 EVO and 16GB - 2133Mhz - Kingston HyperX ram in the NUC

all drivers and bios are up to date according to the latest updates I received from Intel's "drive support assistant"

no settings have been played in the BIOS. once arrived I only installed windows 10 and updated drivers and bios.

that's it!

The only use I have for this NUC is media center, movies & serials, no other programs running in the background.

Now... I notice when I watch a 4K video, the nuc gets to much Heat that I barely can touch it, once it arrives at that situation, the nuc shuts down.

Iv installed "INTEL PROCESSOR DIAGNOSTIC TOOL" and the test FAILED!

 

test results attached.

If anyone else have found a solution or work around to this problem, by all means, post it here .

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4 Replies
n_scott_pearson
Super User Retired Employee
65 Views

There are a number of possibilities here. It could be an issue with the fan speed control programming (i.e. how it is applied by the BIOS, whether the microcontroller is operating properly, etc.), it could be an issue with the fan speed control (i.e. the blower is not working properly) or it could be an issue with the processor mounting (i.e. the heatsink is no longer properly attached to the processor).

First thing to check is whether we are seeing the blower operating properly. Run the Intel Processor Diagnostic tool again. This time, while the test is running, listen carefully to/for the blower. It is ramping up to full speed (i.e. noticeably loud)?

...S

idata
Community Manager
65 Views

Earlier today I ran another test, Failed as well but not in the same test module as the first 1 (results attached in the 1st message)

now after reading your replay, I ran another test, this time all green PASSED!

I've listened to the blower, indeed it is ramping up as the test running .

idata
Community Manager
65 Views

Please, need help

n_scott_pearson
Super User Retired Employee
65 Views

I suspect that you have a bad cooling solution in your NUC. Since this is not end-user repairable, I suggest that you directly contact Intel Customer Support and make arrangements for them to replace your NUC. Here is contact information, by geography:

http://www.intel.com/content/www/us/en/support/contact-support.html# @11 Intel Customer Support Contact Information for US and Canada

http://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html Intel Customer Support Contact Information for Europe, Middle East and Africa

http://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html Intel Customer Support Contact Information for Asia-Pacific

http://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html Intel Customer Support Contact Information for Latin America

You can also use the http://intelsupportchat.force.com/icslivechat/ics_tech_desktop_ww_english_Chat Intel Customer Support Chat Service, but it is offered in English only and is subject to office hours (9-5 M-F) in Pacific time zone.

Hope this helps,

...S

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