NUC7i7DNKE sleep of death

[GenuineJakob]

Dear Intel support,

sorry to bother you with this old NUC, but since there was no replacement for my bricked NUC11 available, I need to work with a NUC7.

Whenever I put my NUC into sleep, the fan turns off and the blinking light indicates working standby. However, when I try to wake the device the fan ramps up but there is no display output. The device is in some kind of broken/freezed state, it doesn't respond to vPro and no Windows error logs are created. I have to hold to power button for 10 sec. to forcefully power cycle it. Everything else works fine so far.

Steps to reproduce:

Start menu --> power menu --> sleep

Wait

Try to wake the NUC via power button or USB

What I have tried so far:

Update/reflashed BIOS to 0075

Loaded BIOS default settings

Disabled PCIe ASPM support in BIOS

Updated HDMI firmware to 1.79

Installed Windows 10 and 11

Disabled Fast Boot in Windows

Tried Graphics driver: 30.0.101.1069 & 27.20.100.9466

Is there anything else I can try?

Or is the device broken; are replacements for my NUC11 available in Europe?

[LeonWaksman]

Hello @GenuineJakob 

NUC DN is an excellent NUC. I've just updated my Windows 11 Pro to version 22H2. It will working well for years more. I don't have any problem with waking it from the S3 state. Since I've have the LED in the Power Button set to show the storage drive activity, it is not blinking in the S3 sleep, rather the LED is OFF. Pleas check in BIOS Devices > USB > USB Configuration if the USB Legacy is Enabled. Verify that the Power Supply to the USB port is enabled and the USB port is enabled as well (BIOS Devices > USB > USB ports).

Leon

[GenuineJakob]

Thanks for trying to help, but I am not asking how to wake it up with USB. I should have added that the power indicator shows the device waking up from standby. The issue that the device freezes after waking up from standby, never showing any display output and not responding anymore. Maybe watch the video I attached.

[LeonWaksman]

I understand, but I can't reproduce this problem. However, I founded that after putting my NUC into sleep, it can be waked by USB event only if I try to do this short time after was set to sleep. If I try to wake it by keyboard/mouse after five or more minutes in sleep, its wakes only by short depress on the Power Button (it doesn't respond to keyboard). Any way in both cases, the NUC works as expected.

Leon

[GenuineJakob · Accepted solution]

Due to Intel not responding and I believe that I tried everything I could I draw the conclusion that the device is broken. Very strange that everything works flawless except waking up from standby.

[DeividA_Intel]

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 this case, if the issue persisted after a Windows reinstallation and a BIOS update/recovery, I recommend you to get in contact with Intel directly to discuss the replacement option available for you. 

You can use the link based on your location:

• US, Canada: https://www.intel.com/content/www/us/en/support/contact-support.html#@11 
• Europe, Middle East, and Africa: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html 
• Asia-Pacific: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html 
• Latin America: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html 

Regards,  

Deivid A. 

Intel Customer Support Technician