NUC7i7DNK2E enters deepsleep or turns off after some time

[GenuineJakob]

Hello Guys,

I have the following problem with my NUC ( (Product Code: BLKNUC7i7DNK2E). When it enters standby it will automatically shutdown, despite deep sleep being disabled in BIOS.

It won't wake from this state and the screen connected with HDMI stays black. The power lamp is off and the device is not wakeable by USB mouse and keyboard.

The issue is especially annoying, since we use this NUC in a point of sale scenario, mounted behind a monitor. We don't want to reach around the monitor to press the power button every time this happens. We can have them call IT and wake the device via vPro, but this also isn't a sufficient solution.

A new NUC11 with vPro is already ordered, but I didn't get an ETA yet.

BIOS settings:

Deep S4/S5 > Disabled,

USB S4/S5 Power > Enabled,

Wake on USB from S5 > Enabled

Thanks for the help,

Jakob

[DeividA_Intel · Accepted solution]

Hello GenuineJakob,  

Thank you for posting on the Intel® communities. I am sorry to know that you are having issues with your Intel® NUC Kit NUC7i7DNKE.

In order to better assist you, please try the following:  

1. Disable Fast Boot in Windows 10, refer to How to disable Windows 10 fast startup.

• https://www.windowscentral.com/how-disable-windows-10-fast-startup

2. Change BIOS (basic input/output system) settings.

1. Access the BIOS for the Intel® NUC (F2)
2. Press F9 to restore default settings.
3. Click on Advanced
4. Click on Power
5. Click on Secondary power settings
6. Uncheck PCIe ASPM Support
7. Select Sleep Type Support， Click Modern Standby
8. Press F10 to save the settings

3. Update your graphics driver:

• Driver: https://www.intel.com/content/www/us/en/download/19350/intel-graphics-dch-driver-for-intel-nuc.html
• Steps: https://www.intel.com/content/www/us/en/support/articles/000057389.html

4. Perform a BIOS recovery:

• BIOS: https://www.intel.com/content/www/us/en/download/19239/bios-update-dnkbli7v.html
• Steps: See attachment (BIOS Recovery using the Power Button Menu)

Best regards, 

Deivid A.  

Intel Customer Support Technician

[DeividA_Intel]

Hello GenuineJakob,  

I reviewed your post, please let me know if the issue was resolved, if not, do not hesitate, just reply back.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[DeividA_Intel]

Hello GenuineJakob,  

We have not heard back from you, so we will close this inquiry. If you need further assistance or if you have additional questions, please create a new thread and we will gladly assist you.  

Regards,  

Deivid A.  

Intel Customer Support Technician  

[GenuineJakob]

Hi Deivid,

thank you for your fast response. This is a sleep issue, that happens in between shifts and office days. I followed your instructions on the same day, but in order to get accurate results, I have to wait for replies. As far as I know, it now goes into sleep correctly, programs and browser tabs are open when waking up.

I ignored "Select Sleep Type Support， Click Modern Standby" since this option isn't available in my NUC. I guess modern/connected standby isn't supported in my NUC7.

Unfortunately, waking from USB still doesn't work.

Kind regards,

Jakob

[LeonWaksman]

Hello Jacob,

It is something unclear in your post. The SSU report is from NUC7i7DNHE, while the BIOS image attached is not from NUC DN.  Yes, I agree with you that there is no Modern Standby option in NUC DN BIOS, but as I know, there is no Deep Sleep option as well.

I'm attaching images from BIOS version 0075, taken on NUC7i7DNHE. You may see that the Power tab is completely different.

Please ensure that USB Legacy is enabled on Devices > USB tab

Leon

[GenuineJakob]

Dear Leon,

SSU and BIOS image are from the same NUC. I have no idea why you can't see more options.

Next time I see the NUC in person, I will check if legacy USB is enabled. Navigating the BIOS in through AMT/vPro is pain and doesn't work well.

Kind regards,

Jakob

[LeonWaksman]

Hello Jacob,

I think I understand now the "mystery" of differences in BIOS options. In your Primary Power Settings the Power Mode is undefined, while in my BIOS, Max Performance Enabled is checked. In addition, in the Secondary Power Settings, the Power Button LED is used differently (HDD Activity LED vs Power LED). Please see the attached video clip.

Please enable Native ACPI OS PCIe support.

Any way, in my NUC, the NUC Wake from sleep by USB device works.

Leon

[GenuineJakob]

Hi Leon,

you are right, our NUCs are configured to have a very low TDP so they stay quiet. I thought your were talking about the Deep S4/S5 option that was missing in your first screenshot. However it seems like it has appeared in your BIOS, it is visible in your attached video.

I will enable Native ACPI OS PCIe support as you said. In summary disabling Windows fast boot solved the issue.

By any chance, do you have experience with wake on Bluetooth, which this NUC should support? I couldn't get this working either, and rather quickly gave up on it.

Kind regards,

Jakob

[LeonWaksman]

Hi Jacob,

1. Deep S4/S5 option appears only if all of the Power Modes are unchecked (i.e. Balanced Enabled, Low Power Enabled and Max Performance Enabled are unchecked). 

2. My NUC runs very quietly with Max Performance Enabled checked and Intel Turbo Boot Technology (Performance > Processor tab) disabled.

3. You may try to enable Low Power Enabled and see how the NUC works.

4. Paired to Bluetooth my Logitech MX Master 2S mouse.   It didn't wake my NUC from S3 (although according to specification it should ) and  also is not working with Bluetooth connection in BIOS. So, I'm using this mouse with Logitech Unified WiFi receiver inserted into USB port.

Leon

[GenuineJakob]

Thank your very much for your thoughts and experience!

4. was especially helpful, now I know the problem isn’t just me.