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idata
Community Manager
1,146 Views

NUC7i5BNK Win10x64 Shutdown Problems (energy saving, hibernate or normal shutdown)

Hi,

I own the following Setup:

- Intel NUC7i5BNK

- Samsung 960 Evo M.2 SSD 500 GB

- Crucial DDR4 8 GB Single (CT8G4SFD824A)

- Windows 10 x64 1803

- latest Drivers from Intel Website

- latest BIOS

Since about 1 Month I have an issue by shutting down Windows. It happens in energy saving, hibernate and normal shutdown. Its totally weird. So where do I start to tell you......

- Power on - Windows booting everything okay

- Energy Saving by pressing on/off in Start menu and choosing "energy saving" - NUC is going to energy saving mode

- wake up the nuc by pressing Power Button or Mouse/Keyboard works and I can use Windows

- 2nd time energy saving, hibernating oder power down does not work. The Monitor Displays went black, Windows is "off" and the nuc is already on (fan is on). I can push the power button for a longer time and the nuc is off but is starting after 2-3 seconds so I have to press the power button again for a longer time.

No Windows Errors in log files, no error dumps (minidumps). Its totally weird.

What I did:

- changing RAM from 1st to 2nd Place

- used native Power Supply

- downgraded Graphics Driver for a test

- switched off most USB-Devices that are connected (except Keyboard/Mouse)

- deselected "Quick Start" in advanced energy options

I also restored a Windows 10 Image from March 2018 after I did the initial Setup which has worked until July 2018.

Nothing helped.

Is there anybody who has similar problems???

Regards,

Esteban

0 Kudos
13 Replies
idata
Community Manager
132 Views

Hello EstebS

 

 

Thank you for joining the community.

 

 

I see that you are having problems with the Intel® NUC Kit NUC7i5BNK power saving state, allow me to help with your inquiries.

 

 

In order to help you better, I would like to gather more information about the configuration you have on 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

 

Steps to save the report:
  1. Run the utility.
  2. Click on "Scan" to get the scanned system.
  3. Once the scan is complete click on "next".
  4. Use the "save" option, save the report to your desktop.
  5. To attach a file, you must click the "Attach" option on the bottom right-hand corner of the response box.

 

Have you made any BIOS changes on the unit?

 

 

Regards,

 

Leonardo C.

 

idata
Community Manager
132 Views

Hello Leonardo,

thanks for your comment. I downloaded the Intel SSU Tool and already made a TXT-File. While browsing this file I can see every Windows-Log entry is in German because I am using a German Win 10.

Is that helpful for you?

Thanks,

EstebS

idata
Community Manager
132 Views

Hello EstebS

 

 

Thank you for your response.

 

 

Yes please attach the report to the thread, also please let know if there was any change on the BIOS settings.

 

 

Best Regards,

 

Leonardo C.

 

idata
Community Manager
132 Views

Hi Leonardo,

enclosed you'll find the logfile from the SSU Tool.

BIOS: I tried a lot, in the settings - nothing worked. The shutdown-issue appears also in "default settings" mode.

Thanks,

Esteban

idata
Community Manager
132 Views

Hello EstebS

 

 

Thank you for your response.

 

 

Upon reviewing the system report that you have shared with us I am noticing that your system has the BIOS version 0066, could to try to update the BIOS to the version 0067 (https://downloadcenter.intel.com/download/28068/BIOS-Update-BNKBL357-86A-?product=95061 https://downloadcenter.intel.com/download/28068/BIOS-Update-BNKBL357-86A-?product=95061), refer to the following link for steps to update the BIOS on the Intel NUC: https://www.intel.com/content/dam/support/us/en/documents/boardsandkits/F7-BIOS-Flash-Update-Instruc... https://www.intel.com/content/dam/support/us/en/documents/boardsandkits/F7-BIOS-Flash-Update-Instruc....

 

 

Once the BIOS is updated, enter the BIOS (F2) load default BIOS settings (F9) then save and exit (F10).

 

 

Remember the if you that your PCI SATA mode on RAID you will have to access bios again the set the SATA mode back to RAID.

 

 

Best Regards,

 

Leonardo C.

 

idata
Community Manager
132 Views

Hi Leonardo,

thanks for your response.

OK, the BIOS 0067 is 1 Week old - I think I checked it 1-2 days earlier...

I updated to 0067 - i used default settings.

Same issues... Computer is working after reboot then 1x it works to shutdown to energy safe mode... 2nd time does not work - the nuc hangs up, displays are black and fan is working.

Regards,

Esteban

idata
Community Manager
132 Views

Hello EstebS

 

 

Thank you for your response.

 

 

Could you provide me with pictures of the power setting options, go to settings>system>power & sleep>Additional power settings> change plan settings> change advanced power settings, please share with me the entire configuration on the on the subcategories to set it up on my side.

 

 

I would like to verify if the issue happens started after a Windows or any other update on the system.

 

 

Best Regards,

 

Leonardo C.

 

idata
Community Manager
132 Views

Hi Leonardo,

enclosed the EnergySettings (in German...).

Today I installed the latest Intel BT Drivers (BT_20.70.0_64_Win10.exe) - at the end of the installation process the application asks me to restart the pc. I choose restart but my NUC did not restart, it just hangs up like everytime. Weird.

Regards,

Esteban

idata
Community Manager
132 Views

Hello EstebS

 

 

Thank you for the information.

 

 

Could you let me know what changed a month ago when this issue started happening?

 

 

What is the monitor/TV connected and display cable type (from end to end)?

 

 

Have you tried a Clear CMOS?
  • Steps for clear CMOS

  1. When the Intel NUC is off, press and hold the power button for approximately 3 seconds, and then release. The Power Button menu should appear.
  2. Press F2 to enter Intel® Visual Bios.
  3. Press F9 to restore BIOS factory default values.
  4. Press F10 to save and exit Intel Visual BIOS.

You could also try a BIOS recovery following the steps on this link

 

https://www.intel.com/content/www/us/en/support/articles/000005532/mini-pcs.html https://www.intel.com/content/www/us/en/support/articles/000005532/mini-pcs.html

Is Windows a clean install or drive from another PC?

Has the customer tested an Operating system reinstall?

Hope this help.

Best Regards,

 

Leonardo C.
idata
Community Manager
132 Views

Hello EstebS

 

 

I was checking your case and would like to know if you need further help. If so, please do not hesitate in replying back.

 

 

Regards,

 

Leonardo C.

 

MSmit24
Beginner
132 Views

Hello,

I had the same issue with my NUC7i7BNH after upgrading the BIOS to version 68.

I had to go all the way back to v63, which you can still download from Intel's support page.

My suspend and sleep modes are working as expected again. I will not upgrade the BIOS until Intel states something about this in their release notes.

idata
Community Manager
132 Views

Hello mrsmith73,

thanks for your feedback! Meanwhile I did also go back to v63 - works.

So: this helped! Thank you!

But the fan noise made me crazy since I own this NUC so I decided to replace the hardware with a HP Elitebook 840 G5 and Slim Dockingstation. The notebook has an i5 QuadCore and it never gets that hot like the processor from the nuc is going to.

So... very expensive but better for me because I only have one device now - and..... silence

At least I can sell a functioning NUC.

Regards,

Esteban

idata
Community Manager
132 Views

for posterity BIOS v0063

 

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