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Novice
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NUC7i5bnk freezes randomly (latest drivers)

Hello everyone,

I´m new to the forum and I hope someone could help me, I´ve been struggling with this NUC since day one.

My setup is:

- NUC: NUC7i5bnk (slim version)

- OS: Windows 10 Pro 1803

- Storage: Samsung 970 EVO 250GB - NVMe PCIe M.2 2280 SSD (MZ-V7E250BW)

- External Storage: Seagate Portable USB Device 1TB (USB (SATA) )

- Memory: 2 x Crucial 4GB Single DDR4 2400 MT/S (PC4-19200) SR x8 Unbuffered SODIMM 260-Pin Memory - CT4G4SFS824A (8GB Total)

Drivers:

BIOS: BNKBL357.86A.0065.2018.0606.1639 (latest)

Intel® Driver & Support Assistant: Your Intel® software is up to date.

Storage: Samsung NVME Controller 3.0.0.1802, Samsung Magician Firmware up to date

The problem is that sometimes the NUC would randomly freeze (even if its iddle doing anything) and the only way to make it work again is by manually turning the device off and then on again.

Sometimes its a matter of days, other times hours.

So far I have done these tests:

1. Run Intel® Processor Diagnostic Tool: Results OK

2. Run Memory Diagnosics from Windows 10: Results OK

3. Clean reinstallation of Windows 10 Pro (over 3 times)

I´m attaching the SSU Scan Information as well as the Proccessor Tests.

If anyone can help me I´ll be forever grateful

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47 Replies
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Super User Retired Employee
838 Views

Try disabling Monitor Sleep (i.e. in Power Options, set Screen sleep time to Never).

Hope this helps,

...S

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Novice
838 Views

Hello Scott, thank you for your quick response!

Screen Sleep is already set to Never, I´m also not using Sleep or Hibernate.

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Super User Retired Employee
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Hhmmm, ok, so much for it being an easy solution...

I went through your report...

You seem to be fully up to date on software (BIOS and drivers); are you fully up to date with Windows updates as well?

You have a lower resolution (1440x900) monitor connected. Is this a direct HDMI connection or is this an older DVI/VGA monitor? If the latter, what dongles/cables are you using to connect it?

Intel Customer Support (intel_corp) may need to step in here and analyze further...

...S

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Novice
838 Views

Hello again Scott,

Well, I have Windows update on and AFAIK is fully up to date.

The resolution that you´re seeing is because when I run the tests I was connecting to the NUC via RDP through an LCD monitor (which is connected to my laptop via vga-hdmi donge).

However, the issue also occurs if I´m just using the NUC hooked up to my TV via HDMI (1920 X 1080 resolution).

Intel Customer Support asked me to contact Microsoft directly (as it appears to be a SO related issue), however I have other devices running Windows 10 with similar HW parts without issues.

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Super User
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Please try to change the Power settings as follows:

1. Enter Settings, press System > Power & sleep

2. In Sleep (When plugged in, PC goes to sleep after) set to Never

3. Press Additional power settings (on R.H. side)

4. If your preferred power plan is Balanced , press there on Change plan settings

5. Now, in Edit Plan Settings window, press on Change advanced power settings

6. Press on near Hard disk (turn off hard disk after) and delete the number in the field.

7. Click somewhere else and it will say never (see the attached image).

8. Click OK

Hope this will help

Leon

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Novice
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Hello Leon,

Thank you for your response!

I already have all of my Power Settings as you describe, also I´m on High Performance.

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Super User
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Hello minipc2018

Try this:

1. Disconnect the Seagate Portable USB Device 1TB (USB (SATA) ) and see if Windows freezes.

2. Perform Clean Boot and see if Windows freezes. https://www.tenforums.com/tutorials/41804-perform-clean-boot-windows-10-troubleshoot-software-confli... Windows 10 Help Forums

Leon

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Novice
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Hello again Leon!

I´ve tried Step 1 in the past without success. I´ll try Step 2 and will let you know.

Thank you!

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Community Manager
838 Views

 

Hello minipc2018,

 

Thank you for patience and for joining this community, it will be more than a pleasure to assist you.

 

We just wanted to double check if you still need further assistance.

 

Were you able to follow the steps recommended by Leon?

 

I hope to hear from you soon.

 

Best Regards,

 

Diego S.

 

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Novice
838 Views

Hello Diego,

I followed the steps recommended by Leon but the issue still persists.

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Beginner
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I have essentially the same problem. All my drivers are up to date and I do not use sleep or hibernate mode. I leave my computer on all the time. Randomly more than once a week after I have been away from the computer the screen will not turn back on after I hit the enter key. The only solution is to manually restart the computer. Sometimes the screen blanks for moments and does weird things, and then comes back. It feels like a hardware problem, but I can't get enough information to prove anything.

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Community Manager
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Hello minipc2018 and CascadeSteve,

 

Thank you for your response.

 

In this case, since most likely all the troubleshooting that you have performed is software-oriented; we would like to approach the issue into a different way.

 

Can you please try to boot your system only with one RAM at a time, and test if the unit behaves in the same way?

 

Please start with the upper slot, as shared before with only one RAM.

 

As well, please go ahead and test your Samsung* SSD with their Magician Software and let us know the results, here is the direct link:

 

https://www.samsung.com/semiconductor/minisite/ssd/product/consumer/magician/ https://www.samsung.com/semiconductor/minisite/ssd/product/consumer/magician/

 

 

hope to hear from you soon.

 

Regards,

 

Diego S.

 

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Community Manager
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Hello minipc2018,

 

We just wanted to double check if you still need further assistance.

 

Please don't hesitate on contacting us back.

 

I hope to hear from you soon.

 

Best Regards,

 

Diego S.

 

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Beginner
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Thank you for following up.

Thank you for the information from your previous email. I ran Samsung Magician. It installed new software or firmware. Since then I have not had a problem. But the problem occurs erratically. I did not test out the RAM. I figured I would do one thing at a time to better determine what the problem is/was. If the problem happens again I will test the RAM as you suggest.

Steve

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Novice
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Hello again Diego,

It took a lot of time, but I finally made all the tests. Unfortunately, the issue persists.

***TEST RESULTS***

1. Can you please try to boot your system only with one RAM at a time, and test if the unit behaves in the same way? Please star with the upper slot, as shared before with only one RAM.

I have tried all possible combinations without success:

SLOTRAM module  

Upper

Lower

A

EMPTY

Upper

Lower

EMPTY

A

Upper

Lower

B

EMPTY

Upper

Lower

EMPTY

B

2. MemTest86

I ran MemTest86 with both RAM modules installed, it took almost 2 hours and the memory passed all tests (see atached pdf for detailed results).

3. As well, please go ahead and test your Samsung* SSD with their Magician Software and let us know the results.

AFAIK, Samsung Magician Software reports that my SSD is ok:

 

as well as CrystalDiskInfo:

 

Further Questions:

1. Is my memory compatible with his NUC?

Intel® Product Compatibility Tool page for my NUC model (http://compatibleproducts.intel.com/ProductDetails/ExportPeripheralInfo?moduleName=Intel%C2%AE%20NUC... link) states that "2400 MHz modules run at 2133 MHz".

My memory is 2400 MHz (4GB - Crucial Technology - Non-ECC, Unbuffered 1.2V, 2400MHz, Synch 0.833ns, DDR4 SODIMM - CT4G4SFS824A.8FA2)

While I cannot find my memory on the first link, if you go to the link http://www.cmtlabs.com/2012/memCertPartSearchResultsAll.asp?bNav=True&sManuf=Intel&outside=False&sMN... Also see the CMTL* Advanced Tested IntelApproved Memory List you could see that my exact memory is listed as supported :

<p style="color: # 222222; font-family: Arial, Helvetica, sans-serif; font...
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Community Manager
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Hello minipc2018

 

Thank you for your response.

 

Please find the answers below:

 

Is my memory compatible with his NUC??

 

In this case, we do not really know if the actual RAM memory is fully compatible (due to its density), as it does not appear into our list of tested peripherals for your NUC:

 

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

 

We have seen similar cases where the issue is resolved using different memory (from the actual list.)

 

Regarding the second list: http://www.cmtlabs.com/2012/memCertPartSearchResultsAll.asp?bNav=True&sManuf=Intel&outside=False&sMN... http://www.cmtlabs.com/2012/memCertPartSearchResultsAll.asp?bNav=True&sManuf=Intel&outside=False&sMN...

 

This list is not from Intel ®, even though it states Intel approved. We use the Intel® Product Compatibility Tool for validated products.

 

Could the default BIOS values for Fan Settings be the culprit?

 

We don't think so, but we can try a BIOS update to the latest version, so we can discard the current BIOS as the culprit.

 

Here is the link for the newest BIOS version:

 

https://downloadcenter.intel.com/download/28013/BIOS-Update-BNKBL357-86A- https://downloadcenter.intel.com/download/28013/BIOS-Update-BNKBL357-86A-

 

Any other steps that I can try?

 

The last recommendation would be to test another SSD from the validated products: http://compatibleproducts.intel.com/ProductDetails/ExportPeripheralInfo?moduleName=Intel%C2%AE%20NUC...

 

It is unlikely this is the issue, but we cannot confirm this.

 

 

I hope this helps, please let me know the outcome.

 

Regards,

 

Diego S.

 

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Novice
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Hello Diego,

Regarding your answers:

A: (.. ) we do not really know if the actual RAM memory is fully compatible (due to its density),

The Intel Product Compatibility Tool states at the beginning of the "Memory Modules" section that this NUC "supports two 1.2V DDR4; 1866 or 2133 MHz; non-ECC; single or double sided; maximum 32GB; 2400 MHz modules run at 2133 MHz".

Also, from the 25 memory modules that appear on this list, 12 of them run at 2400 MHz!

Q: So, are 2400 MHz modules supported or not on this NUC?

A: The last recommendation would be to test another SSD from the validated products.

I'm unable to perform this test since I do not own any other components.

The SSD and RAM that I use on this NUC are VERY common (they were even suggested by Amazon shoppers of this NUC).

Q: Can Intel test this NUC with my components on their labs?

If Intel is going to tell me that the NUCs work ONLY with components from their specific "approved list", I think that NUCS are a very restrictive product. I've bought components for my other devices (laptops, PCs, etc), and the most important part for me was the compatibility with the technology standards (DDR2-3-4, SATA1-2-3, PCI, etc) NOT with specific products.

Thank you.

minipc2018

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Community Manager
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Hello minipc2018,

 

Thank you for your response.

 

In order to answer your questions:

 

So, are 2400 MHz modules supported or not on this NUC?

 

Yes, but 2400 MHz modules run at 2133 MHz due to the processor on the unit.

 

However, the current memory that you are using is not validated by Intel ®. The Intel® NUC7i5bnk only supports 4 Gb and 8 Gb memory technology (2 Gb memory technology (SDRAM Density) is not compatible) and we are unable to confirm this detail with your current memory.

 

Can Intel® test this NUC with my components on their labs?

 

At this point you need to perform additional troubleshooting to determine if there are any hardware issues with the Intel® NUC.

 

We recommend you to test the Intel® NUC7i5bnk in a bare bone configuration (remove all unnecessary hardware such as the external HDD and the 2nd RAM, and any peripherals needed) and use only USB keyboard and mouse. If the issue continues we recommend you to test Intel ® validated memory to rule this out as a compatibility issue.

 

Intel ® tries to validate as many components as possible and update the list accordingly, however due to the high volume of different components; it is difficult for Intel® to validated them all.

 

I hope this helps,

 

Regards,

 

Diego S.

 

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Super User
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I would like to support minipc2018 in this case. The memory he is using is compatible to specification, tested and approved by Intel for this NUC.

- Here is the Menory Data sheet: http://www.cmtlabs.com/2012/mbTestSummary.asp?bNav=True&outside=False&sTestNum=027080 CMTL > Search > Tested Motherboard > Results

- This is the Intel Approval Report: http://www.cmtlabs.com/x-cmtlpdfreports/027080.pdf http://www.cmtlabs.com/x-cmtlpdfreports/027080.pdf

- This an image of memory module: http://www.cmtlabs.com/images/Scans/CRU021.jpg http://www.cmtlabs.com/images/Scans/CRU021.jpg

This memory SODIMM has correct denesity. This 4GB module is build from 8 512MB DRAM elements. So, 512 x 8 = 4Gbits (not 2Gbits).

And finally this NUC is working with this memory. With incompatible memory it will not even boot.

Despite of the above, can be some failure in this memory, even if it passed the memory test. To be sure it is maybe worthy to operate this NUC with one memory module at time for longer time and test if still the computer freezes. If it will steel freezes with each of the two memory, I think it will be safe to say that not the memory is cause for the freeze. In this case an RMA should be requested to replace this NUC, hopping that not the SSD is cause for this failure.

Leon

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