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BChai2
Beginner
6,071 Views

NUC7i5BNK Thermal Event Hibernation

I am getting this error when i visit certain sites or use Steam: "The system was hibernated due to a critical thermal event."

All the drivers and BIOS are updated.

I just disabled Boost in the BIOS, but its still happening.

The system was hibernated due to a critical thermal event.

Hibernate Time = ‎2018‎-‎01‎-‎28T06:47:51.992734900Z

ACPI Thermal Zone = \_SB.PCI0.LPCB.H_EC.TZ0

_HOT = 200K

Amy recommendations? This thing is brand new.

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29 Replies
idata
Community Manager
1,050 Views

Hello Applecinnamon,

 

 

Thank you for contacting Intel® Communities Support.

 

 

I am glad to assist you, I am sorry to hear that your NUC is not working properly.

 

 

Please try a Bios Update by Recovery option you can check how to do it http://www.intel.com/content/www/us/en/support/boards-and-kits/000005532.html here

 

You can download the ''.Bio'' file https://downloadcenter.intel.com/download/27397/BIOS-Update-BNKBL357-86A-?product=95061 here

 

 

I hope to hear from you soon.

 

 

Best Regards,

 

Stephen C.
BChai2
Beginner
1,050 Views

Please assist. This doesnt help.

Mitchell_R_Intel
Employee
1,050 Views

What is the latest BIOS on the system? Did you press F9 "Load Defaults" after you flashed the BIOS on?

Does this happen when you play any game on Steam? Does the system have good airflow around it? What happens when you run benchmark software like Heaven?

BChai2
Beginner
1,050 Views

I have the latest BIOS version: BNKBL357.86A.0057.2017.1122.1550. I also disabled overclocking mode and put the fan mode on "cool". After i installed the bios update i dont think i pressed F9 to load defaults. Was i supposed to?

I am not a frequent game player, but it happens in steam when i played player unknown (PUBG). Also, yes its located out in the open on my desk in a normal room temperature, unobstructed air flow space. Heaven seemed to work fine, i got a score of 400.

idata
Community Manager
1,050 Views

Hello Applecinnamon,

 

 

In this case I recommend you to contact your local support for replacement information.

 

 

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/3support/contact-support/emea-contact.html https://www.intel.com/content/www/us/en/3support/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,

 

Stephen C.
BChai2
Beginner
1,050 Views

You realize that makes no sense. It was purchased via your site and there is no such thing as "local support" if youre going to be helpful at least refer me to warranty replacement or help facilitate the repair. I am using this forum to find assistance not more frustration which is what you've done.

Thanks for absolutely no help and for consuming a lot of time at that.

I dont even understand what the point of this entire forum is. Do better.

idata
Community Manager
1,050 Views

Hello Applecinnamon,

 

 

We do not have an option to replace the unit via Forum.

 

 

You need to contact the Intel® Local Technical Support (links provided above) so they can help you starting the replacement process.

 

 

Regards,

 

Stephen C.
n_scott_pearson
Super User Retired Employee
1,050 Views

Benny,

Use the appropriate entry from the following list, based upon where you are, to determine the right number to call to set up the RMA:

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 try using the http://intelsupportchat.force.com/icslivechat/ics_tech_desktop_ww_english_Chat Intel Customer Support Chat Service, but understand that this is English-only and subject to Pacific Timezone 9-5 hours.

Hope this helps,

...S

BChai2
Beginner
1,050 Views

Just so its listed: Scott - ive surfed around your recommended bios settings across several of these posts:

1. I have tried Cool

2. Fixed at 100% duty cycle

3. Custom: MDC 25%, MT: 60, DCI to 3

All still cause the game to reboot.

Any other things I could do to test to be sure its not a configuration issue vs hardware issue?

n_scott_pearson
Super User Retired Employee
1,050 Views

I had this long response written - and then realized what you were saying. You are NOT saying you see a thermtrip (which would result in power off); you are saying that the system is hibernating. This is totally different. Hhmmm...

Are you configured for Maximum or Balanced Performance? I use Balanced in both BIOS and Windows. If you are configured for Maximum, try changing this and see what happens.

...S

BChai2
Beginner
1,050 Views

Sorry, it is definitely rebooting the machine and shutting it down. So, if you have that long written reply, i would love and appreciate it. The machine is overheating and shutting off. I think i miswrote the error above.

BChai2
Beginner
1,050 Views

The exact language it shows on reboot is:

"WARNING: System has recovered from an over-temperature condition. Please ensure proper airflow before continuing. Press the Enter key to continue"

n_scott_pearson
Super User Retired Employee
1,050 Views

If Windows is suddenly powering off the system, then what is happening is a ThermTrip is occurring within the processor. Let's go through the temperature handling. When the processor's temperature reaches the (individual) processor's Maximum Junction Temperature (Tjmax, which is somewhere in the vicinity of 100c), the processor starts throttling performance to protect itself from damage caused by abnormally high temperatures. Throttling normally prevents the temperature from going any higher. If the temperature continues to rise, however, it will eventually get to the processor's ThermTrip threshold and the processor will power itself off completely to protect itself from damage caused by critically high temperatures.

As I said, throttling normally prevents the temperature from getting any higher. If temperatures continue to rise, it is because the cooling solution is simply not working properly. This can be caused by a number of issues:

  1. A buildup of dirt in the heatsink is preventing the required amount of airflow from occurring. This is why MrMitch asked if you had checked for proper airflow. You should use a can of compressed air or something similar to clean out the blower and heatsink regularly (once every other month minimum; more often if you have a dirty environment). In your situation, unless you have a very dirty environment, you haven't had this unit long enough for this to be the case.
  2. Something is preventing the blower from generating the proper amount of airflow. This can be a software issue (poor cooling algorithm selection) or it can be a hardware issue (the blower is being physically prevented from spinning by some foreign object, dirt in the blower is preventing it from spinning up to the necessary speed or the blower is failing). We know that none of these are the case because we have seen the blower operating at its full speed.
  3. Something is preventing the heat from dissipating. This can sometimes be caused by the environment (for example, system placed in closet or other location with poor airflow and thus elevated air temperatures) but is more-typically the result of a hardware issue (the TIM between the processor and the heatsink is insufficient or has degraded (dried up is most common) or the heatsink has separated from the processor). Since you've indicated that the system is in an open location, I don't believe it is the environment. As well, since the TIM is factory-installed - and not that long ago - this should not be an issue with it. No, the heatsink somehow separating is what I consider to be the most likely issue.

If # 3 is the case - and, based upon what you have told me, I am fairly confident that it is - then I think your best recourse is to have Intel replace the unit. It's a pain in the a$$ to do so, but is looking to be necessary.

...S

BChai2
Beginner
1,050 Views

Really appreciate this.

1. The unit is brand new (got it like 3 months ago, only began using it regularly this month)

2. My apartment is clean and airy and the box is sitting out in the open with no air restrictions

I have a thread with support and they keep trying to get me install different graphics drivers. If this is not the final solution then im hoping they'll replace the unit.

Super helpful, thank you

TRobi2
Beginner
1,050 Views

I have exactly the same problem with NUC7i7DNBE with latest v40 BIOS in fanless case with full load in Prime after 30mins.

The system was hibernated due to a critical thermal event.

ACPI Thermal Zone = \_SB.PCI0.LPCB.H_EC.TZ0

_HOT = 200K

1)

Can someone from Intel please clarify what exactly is this thermal sensor? I can't find any info about it anywhere.

ACPI Thermal Zone = \_SB.PCI0.LPCB.H_EC.TZ0

2)

What's strange is also reported temperature 200K which is -73C ? Can this be some bug actually?

3)

Is it possible that there is an actual hidden thermal trip limit in BIOS which forces shutdown at certain motherboard temperature?

Because all other temperatures are in my opinion no where near critical values.

CPU 75 C, no where near tJunction 100 C temperature, also there is no temperature throttling before this happens.

PCH 69 C, Memory + Motherboard temperatures around the same.

HDD 60 C

Thank you very much.

idata
Community Manager
1,050 Views

Hello tom_rob,

 

 

Thank you for joining the Intel Community Support.

 

 

First, I would like you to run the Intel® Extreme Tuning Utility and perform a stress test in your system. You can attach pictures or a video showing the temperatures of the unit while in normal use or if the issue occurs again.

 

 

Intel® XTU

 

https://downloadcenter.intel.com/download/24075/Intel-Extreme-Tuning-Utility-Intel-XTU-?product=6642...

 

 

Please scan your system using the Intel® System Support Utility. Follow the steps below:

 

1.Download the Intel® System Support Utility and save the application to your system.

 

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

 

2.Open the application and click Scan to see system and device information. The Intel® System Support Utility defaults to the Summary View on the output screen following the scan. Click the menu where it says summary to change to Detailed View.

 

3.To save your scan, click Next and click Save. You can save the file to any accessible location on your computer.

 

4. Attach the report to this thread.

 

 

Wanner G.
Mitchell_R_Intel
Employee
1,050 Views

Did you install the drivers downloaded from downloadcenter.intel.com: https://downloadcenter.intel.com/product/130393/Intel-NUC-Kit-NUC7i7DNHE Downloads for Intel® NUC Kit NUC7i7DNHE

or did you let Windows install drivers using Windows Update?

TRobi2
Beginner
1,050 Views

I've installed drivers manually from your link except Intel Graphics drivers which I used these: https://downloadcenter.intel.com/download/27680/Graphics-Intel-Graphics-Driver-for-Windows-10 Download Intel® Graphics Driver for Windows® 10

Since I use Windows 10 1803 (April Update) I thought these were better drivers, they installed fine, however now I see i7-8650U (cpu in NUC7i7DNBE) is for some reason not listed as valid product for these drivers.

So these drivers actually don't support i7-8650U and I should be also installing Intel Graphics drivers listed from your link.

Can this be actually related to thermal event issue?

Anyway I'm still interested if someone can actually help with answers to my original questions:

It would really help me to better understand behavior of this Intel product, because currently reported information from thermal event unfortunately doesn't make any sense

The system was hibernated due to a critical thermal event.

ACPI Thermal Zone = \_SB.PCI0.LPCB.H_EC.TZ0

_HOT = 200K

1)

What thermal sensor is this and if possible where is it located on the board:

ACPI Thermal Zone = \_SB.PCI0.LPCB.H_EC.TZ0

2)

Reported temperature 200K which is -73C is strange (bug probably) and it's hard to guess what's an actual temperature there.

3)

Are there some "hidden" thermal trip limits (other than CPU) in NUC7i7DNBE BIOS which can force shutdown at certain temperatures of thermal sensors on board?

Thank you very much

n_scott_pearson
Super User Retired Employee
1,050 Views

I would think that Thermal Zone 0 is the processor package temperature. This is an amalgam of the temperatures of the various Digital Thermal Sensors (DTS) available within the processor (within each Core, etc.).

As far as I know, there are no hidden thermal limits that will force a shutdown (other than THERMTRIP in the processor). There are thresholds that could cause processor throttling (PROCHOT assertion), however.

Hope this helps,

...S

TRobi2
Beginner
502 Views

Thanks, I see.

However reported temperature (_HOT = 200K) is definitely wrong because that's -73.2°C after conversion which is definitely not real

I suspect there is some bug in BIOS regarding this thermal zone temperatures.

This is what I get when I run "sensors" command on Linux:

coretemp-isa-0000

Adapter: ISA adapter

Package id 0: +42.0°C (high = +100.0°C, crit = +100.0°C)

Core 0: +41.0°C (high = +100.0°C, crit = +100.0°C)

Core 1: +42.0°C (high = +100.0°C, crit = +100.0°C)

Core 2: +41.0°C (high = +100.0°C, crit = +100.0°C)

Core 3: +40.0°C (high = +100.0°C, crit = +100.0°C)

acpitz-virtual-0

Adapter: Virtual device

temp1: -273.2°C

temp2: +27.8°C (crit = +119.0°C)

temp3: +29.8°C (crit = +119.0°C)

pch_skylake-virtual-0

Adapter: Virtual device

temp1: +43.5°C

Is this output expected?

-273.2°C temp1 in acpitz-virtual-0 doesn't make any sense,

same as 200K Critical Thermal event temperature in Windows for ACPI Thermal Zone = \_SB.PCI0.LPCB.H_EC.TZ0

I think this is same sensor actually

Anything I can do to help you to get this ACPI temperatures fixed?

I'm running latest v040 BIOS - https://downloadcenter.intel.com/product/130393 Downloads for Intel® NUC Kit NUC7i7DNHE

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