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lmora9
Beginner
1,799 Views

NUC7i5BNK crashes\stops but doesn't turn off after remote connection

Hi.

I use Intel Nucs for work. I place them at customer sites.

We used to use the Skull Canyon i7s but then decided to switch to the nuc7i5BNKs, smaller, cheaper and still do the job.

We've been having them crash lately, and need to actually turn them off and on again to get them back.

We use TeamViewer, LogMeIn, TightVNC to remotely control them and several seconds\minutes after we log in they crash.

Now, we changed their BIOS power setup to be "Always on" so in case the power goes out, when it comes back on they turn on and we regain control.

Thing is, this crash gets the Nucs stuck in limbo mode. Not on, not off. The blue light on the power switch stays on. The only way to move on is to turn them off and then on again.

Doesn't happen to our Skull Canyon Nucs, doesn't happen to our Compute Sticks.

Saw a similar thread here but it was closed and there was no answer.

https://communities.intel.com/thread/115655 https://communities.intel.com/thread/115655

Thanks for the help.

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10 Replies
idata
Community Manager
160 Views

Hello, RSPCTUS.

 

 

Thank you very much for taking the time to reach the Intel® Communities Team.

 

 

I understand you are facing some issues with some https://ark.intel.com/products/95061/Intel-NUC-Kit-NUC7i5BNK NUC7i5BNK which are crashing and will not turn on back on even with the "Always On" option of the Power section in the BIOS. I will be more than glad to assist you further.

 

 

In this case, for me provide you better assistance, please let me know which is the BIOS version of these NUCs, the Operating System installed, SSD and RAM. Additionally, I would like to know which software the NUCs are running when they crash.

 

 

 

Antony S.
lmora9
Beginner
160 Views

Hi Anthony, thanks for the quick reply.

I'll refer to one Nuc but you should know all 8 of them were bought and assembled together and all have the same setup and show the same symptoms.

Operating system: Windows 10 Pro, updated to latest version.

Bios version: BNKBL357.86A.0045.2017.0417.1728

HDD: Samsung 960 EVO Series - 250GB PCIe NVMe - M.2 Internal SSD (MZ-V6E250BW)

RAM: Crucial 16GB Kit (8GBx2) DDR4 2400 MT/s (PC4-19200) DR x8 Unbuffered SODIMM 260-Pin Memory - CT2K8G4SFD824A (1 stick of 8GB per NUC)

The crash happens when we connect remotely to the device. It could run for two weeks straight and then when we connect it'll crash.

We use TeamViewer version 13 for remote access, we use Tight VNC when we're inside the network connecting from another computer. The result is the same:

1. Screen, mouse, keyboard freeze. The screen still displays the last image it received.

2. After several seconds the remote connection cuts off and we can't detect the device is connected to the internet. (Not through TeamViewer or VNC)

3. The Power button stays blue (on)

If it would crash, it would turn back on and everything would be OK, but since it stays in this specific state, there's nothing to do but physically press the power button for several seconds, wait for it to shut down (light turns orange) and then turn it back on.

Coming back on, there's no sign of a crash, no bug report, no scan disk offer, nothing.

As I said, someone described a similar bug on his NUC5s in a similar thread but there was no solution posted there. He actually created a workaround with an outlet that shuts off and restarts the power to the machine daily. This is not a solution for us. We have 8 of them throughout the country in customer sites, we need a real solution.

As I explained, we also have older machines (Nuc i7 Skull canyons) and newer ones (Compute stick CS325s) that are not experiencing this issue.

Thank you for your help

n_scott_pearson
Super User Retired Employee
160 Views

There is nothing in the Windows logs?

lmora9
Beginner
160 Views

Hi Scott, thanks for viewing and contributing to this thread. I feel there's an issue here with the NUC5s.

Last thing we saw after a crash originating from running Edge was: "MicrosoftEdge The beta feature EseDiskFlushConsistency is enabled".

And that might be connected to the other thread I mentioned where they talked about RAM errors building up until a final crash, but I have to admit, I'm not THAT technical to go in deeper.

Thanks,

idata
Community Manager
160 Views

Hello, RSPCTUS.

 

 

Thank you very much for your reply and the information provided.

 

 

With the information provided I can see that the BIOS version is outdated (0045), can you please perform a BIOS update? You can achieve this in several ways, please click https://www.intel.com/content/www/us/en/support/articles/000005636/mini-pcs.html here to find the instructions and use the one that better fits for you to perform the update. If possible, please complete the update with the F7 BIOS Flash update option. Please download the 0060 BIOS version by clicking https://downloadcenter.intel.com/download/27397/BIOS-Update-BNKBL357-86A- here.

 

 

Please share with us the results.

 

 

 

Antony S.
lmora9
Beginner
160 Views

Hi Anthony,

Bios updated via F7 flash update to latest version: BNKBL357.86A.0060.2017.1214.2013

Still crashed ~2minutes after remote connection started.

Same symptoms.

lmora9
Beginner
160 Views

Hi Anthony,

As you've seen, I tried the BIOS update and it didn't solve the problem.

What is the next step?

Thanks,

lmora9
Beginner
160 Views

Hi Anthony,

Is this subject being investigated?

Please update me on next steps to try and solve this.

Thanks,

rroid
Beginner
160 Views

send windows logs here .

http://dlandroid.com/spotify-music/ Spotify
lmora9
Beginner
160 Views

Hi Resa, thanks for adding to this thread.

I'd love to send you all the logs you need. I just need some guidance on which and how.

Thanks,

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