NUC7iXBNH not working with Plextor M8SeGN M.2 SSD NVMe on Latest BIOS BN0062

[NKENG]

NUC7i3BNH, NUC7i5BNH, NUC7i7BNH is not working with Plextor M8SeGN M.2 SSD NVMe on Latest BIOS BN0062.

It will hang at Startup Boot Screen showing "Intel NUC" and no response.

It only work on BIOS BN0057 and below.

Please fix the issue ASAP.

[idata]

Hello IISB,

Thank you for joining the Intel Community Support. I apologize for this inconvenience. I will escalate this issue to the proper department. We will get back to you soon. We appreciate your feedback and suggestions.Wanner G.

[Ronny_G_Intel]

Hi IISB,

We are currently looking into this issue, can you help us with the following information:

1. How many systems are affected by this issue?
2. Do you have a chance to try other Plextor M8SeGN SSD? If you have several units what is the failure rate/reproduce rate of this issue?
3. What Operating System do you have installed on the system? Please provide us with the SSU: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- Download Intel® System Support Utility for Windows*
4. Can you please confirm that you tried BIOS BN60? We are trying to narrow down issue? Here is the link for download: https://downloadcenter.intel.com/download/27397/BIOS-Update-BNKBL357-86A-?product=95067
5. What is the Plextor M8SeGN SSD capacity (128M/256M/512M…)?

Regards,

Ronny G

[NKENG]

Please note that we are Intel Gold Partner and we have all the resources and engineers to test and troubleshoot.

1. All the systems included NUC7i3BNH, NUC7i5BNH and NUC7i7BNH are all affected. We have all the models in stock, full range and many units to test on and 100% it's NOT WORKING.

2. All Plextor M8SeGN SSD no matter it's 128GB, 256GB or 512GB are all affected. We have all the models in stock, full range and many units to test on and 100% it's NOT WORKING.

3. Microsoft Windows 10. It's none related to Operating System because without Operating System it will also hang at main boot screen without reaching the Operating System yet.

4. We have TESTED all available BIOS including BN0060, even we have BN0061 that you immediately taken off after few days of release months ago. It seem that your development of your latest BIOS are very unreliable.

5. Already mentioned we have full range. We have been selling wonderfully with all the NUC without problems with old BIOS BN0057 and below until you created buggy BIOS BN0060 and above which are having those problems.

[NKENG]

We discovered the following:

When using BIOS BN0057 and below, BIOS UEFI Mode and Legacy Mode can be enable/disable without any problems.

When using BIOS BN0060 and above, BIOS Legacy Mode CANNOT set to disable else the NUC will hang at BIOS start screen and user will not be able to do anything and require to remove the M.2 SSD and set back the BIOS Legacy Mode to enable then only can install back the M.2 SSD. So no matter how, the BIOS Legacy Mode need to enable even user are running UEFI Mode.

[idata]

Hello IISB,

Thank you for the information provided. It has been documented properly. We will get back to you soon. I appreciate your understanding. Wanner G.

[Ronny_G_Intel]

Hi IISB,

We tested 256G/512G M8SeGN on NUC7iXBNH i5/i7 versions with BIOS v57/v60/v61/v62, all the systems can boot into Windows 100% successfully.

Our Firmware on the drives is version 1.01, can you please check on that and perhaps try to update if needed?

Downloads are available at http://www.goplextor.com/Support/Downloads?SelectProductItems=711f234eeacb4af795662509ef1dbd22

Please let me know the results but If they are the same, I would recommend that you contact us via phone or chat and work with the support team so that we can get 1 or 2 systems including the SSDs to test internally, please make reference to case 3340469.

I am going to be away for a couple of weeks, my peers will be following up on this issue.

Thank you,

Ronny G

[NKENG]

Hi,

As mentioned, for latest BIOS V60/V61/V62 the problem only occur if the BIOS Legacy Mode is disabled.

Only UEFI mode enable and Legacy Mode is disabled, then it will hang at BIOS startup.

[idata]

Hello IISB,

I am following up on your inquiry. We tested a 256G/512G M8SeGN on NUC7iXBNH i5/i7 versions with BIOS v57/v60/v61/v62. Given the recent issues experienced, we also have to consider the Firmware version on the drive used. The Firmware on the drives we tested is 1.01. We would appreciate if you could check on that and let us know for further research. If needed, please update the firmware and share your findings. I am also including the downloads available on the link below:Downloads are available at http://www.goplextor.com/Support/Downloads?SelectProductItems=711f234eeacb4af795662509ef1dbd22Keep in mind that you may also contact us via phone or chat as recommended by my peers before. Wanner G.

[LeonWaksman]

Hello Wanner,

Please read carefully the following thread:

Leon

[NKENG]

Hi Wanner G.,

The problem are not related to the ssd firmware as we have all the version 1.01 and 1.02 that are already tested.

Again, you MUST disable LEGACY MODE on your BIOS v60/v61/v62 only the problem occur.

There is another user "lw1948" also encounter similar issue that you can also refer too.

[TReed]

I can confirm that my NUC7iBNH would not boot on a Samsung 850 EVO M.2. This was with the shipped bios, haven't tried with updated one. Popped it in another older NUC and it booted just fine.

[idata]

Hello IISB,

I sent you a private message. Wanner G.

[idata]

Hello MolyWorks,

Thank you for joining the Intel Community Support.We are doing our best to provide a solution to the issues reported. In order to get as much information as we can, please scan your system using the Intel® System Support Utility. Follow the steps below:1.Download the Intel® System Support Utility and save the application to your system. You can find the link below: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=916002.Open the application and click Scan to see system and device information. The Intel® System Support Utility defaults to the Summary View on the output screen following the scan. Click the menu where it says summary to change to Detailed View.3.To save your scan, click Next and click Save. You can save the file to any accessible location on your computer.4. Attach the report to this thread.Also, please review the thread provided by Leon and share your results with us. Wanner G.

[TReed]

# SSU Scan Information

Scan Info:

Version:"2.5.0.12"

Date:"04/12/2018"

Time:"00:00:23.2445565"

# Scanned Hardware

Computer:

BaseBoard Manufacturer:"Intel Corporation"

BIOS Mode:"UEFI"

BIOS Version/Date:"Intel Corp. BNKBL357.86A.0062.2018.0222.1644 , 02/22/2018 12:00 AM"

CD or DVD:"Not Available"

Embedded Controller Version:"8.12"

Platform Role:"Desktop"

Processor:"Intel(R) Core(TM) i7-7567U CPU @ 3.50GHz , GenuineIntel"

Secure Boot State:"Off"

SMBIOS Version:"3.0"

Sound Card:"Intel(R) Display Audio"

Sound Card:"Realtek High Definition Audio"

System Manufacturer:"Not Available"

System Model:"Not Available"

System SKU:"Not Available"

System Type:"x64-based PC"

- "Display"

Intel ® Graphics Driver Version:"1.7.49.0"

- "Intel(R) Iris(R) Plus Graphics 650"

Adapter Compatibility:"Intel Corporation"

Adapter DAC Type:"Internal"

Adapter RAM:"1.00 GB"

Availability:"Running or Full Power"

Bits Per Pixel:"32"

- "Caption":"Intel(R) Iris(R) Plus Graphics 650"

Link:" http://www.intel.com/content/www/us/en/search.html?keyword=Iris+Plus+Graphics+650"

CoInstallers:"oem37.inf,iKBLD_w10_DS,Internal,Intel(R) Iris(R) Graphics Family"

Color Table Entries:"4294967296"

Dedicated Video Memory:"Not Available"

Driver:"igdkmd64.sys"

Driver Date:"02/03/2018 04:00 PM"

Driver Path:"C:\WINDOWS\system32\DriverStore\FileRepository\ki126934.inf_amd64_a80b5f65e02db45d\igdkmd64.sys"

Driver Provider:"Intel Corporation"

Driver Version:"23.20.16.4944"

INF:"oem37.inf"

INF Section:"iKBLD_w10_DS"

Install Date:"Not Available"

Installed Drivers:"C:\WINDOWS\System32\DriverStore\FileRepository\ki126934.inf_amd64_a80b5f65e02db45d\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\ki126934.inf_amd64_a80b5f65e02db45d\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\ki126934.inf_amd64_a80b5f65e02db45d\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\ki126934.inf_amd64_a80b5f65e02db45d\igd12umd64.dll"

Last Error Code:"Not Available"

Last Error Code Description:"Not Available"

Last Reset:"Not Available"

Location:"PCI bus 0, device 2, function 0"

Manufacturer:"Intel Corporation"

Microsoft DirectX* Version:"DirectX 12"

Monochrome:"No"

Number of Colors:"4294967296"

Number of Video Pages:"Not Available"

PNP Device ID:"PCI\VEN_8086&DEV_5927&SUBSYS_20688086&REV_06\3&11583659&0&10"

Power Management Capabilities:"Not Available"

Power Management Supported:"Not Available"

Refresh Rate - Current:"59 Hz"

Refresh Rate - Maximum:"75 Hz"

Refresh Rate - Minimum:"50 Hz"

Resolution:"2560 X 1080"

Scan Mode:"Noninterlaced"

Service Name:"igfx"

Status:"OK"

Video Architecture:"VGA"

Video Memory:"Unknown"

Video Processor:"Intel(R) Iris(R) Graphics Family"

- "Memory"

Physical Memory (Available):"12.14 GB"

Physical Memory (Installed):"16 GB"

Physical Memory (Total):"15.89 GB"

- "BANK 0"

Capacity:"8 GB"

Channel:"ChannelA-DIMM0"

Configured Clock Speed:"2133 MHz"

Configured Voltage:"1200 millivolts"

Data Width:"64 bits"

Form Factor:"SODIMM"

Interleave Position:"First position"

Manufacturer:"859B"

Maximum Voltage:"Not Available"

Memory Type:"Unknown"

Minimum Voltage:"Not Available"

Part Number:"CT8G4SFS824A.M8FH"

Serial Number:"E0995E3D"

Status:"Not Available"

Type:"Not Available"

- "BANK 2"

Capacity:"8 GB"

Channel:"ChannelB-DIMM0"

Configured Clock Speed:"2133 MHz"

Configured Voltage:"1200 millivolts"

Data Width:"64 bits"

Form Factor:"SODIMM"

Interleave Position:"Second position"

Manufacturer:"859B"

Maximum Voltage:"Not Available"

Memory Type:"Unknown"

Minimum Voltage:"Not Available"

Part Number:"CT8G4SFS824A.M8FH"

Serial Number:"E0996541"

Status:"Not Available"

Type:"Not Available"

- "Motherboard"

Availability:"Running or Full Power"

BIOS:"BNKBL357.86A.0062.2018.0222.1644, INTEL - 3E"

...

[idata]

Hello MolyWorks,

Thank you for the information provided. According to the report attached, you can now update the BIOS of your unit. Below you can find the links to do so according to the Intel® NUC model you have:Intel® NUC Kit NUC7i3BNH https://downloadcenter.intel.com/product/95066/Intel-NUC-Kit-NUC7i3BNHIntel® NUC Kit NUC7i5BNH https://downloadcenter.intel.com/product/95067/Intel-NUC-Kit-NUC7i5BNHIntel® NUC Kit NUC7i7BNH https://downloadcenter.intel.com/product/95065/Intel-NUC-Kit-NUC7i7BNHIt is also worth mentioning that you may also update the firmware on the drive. Please let us know about the firmware version you have installed and try to update it, if possible. Please share any results if you do that. As mentioned before, our Firmware on the drives is version 1.01.Wanner G.

[idata]

Hello IISB,

I sent you a private message. Hello MolyWorks,Were you able to update the BIOS of your unit or the firmware on the drive?Please let us know if you have any further information to share. It would be great to know how it went. Wanner G.