NUC8BEB Win10 crashes, no bluescreen, just dead.

[Sycamore]

Symptoms: power light on, fan running, black screen, no response at to any input, apart from long-press power-off.
Model: NUC8BEB J72692-304
Disk: Samsung SSD 970 EVO Plus 500GB - latest firmware

The NUC crashes every few hours;
I bought it in 2019, installed Ubuntu to try as a non-windows primary OS;
All ran well for some months;
After one update, Ubuntu became a pain and would not allow remote access, I poked but to no avail, was wasting time on maintaining OS rather than doing work, so ...
... back to Windows;
Alas, Win 10 crashed regularly, as above;
Found the Intel Driver & Support Assistant, updated (BIOS and OS) and all was well, no more crashes (yay!);
a couple of weeks later, was prompted to install one Graphics driver: 27.20.100.8681, 05Sep2020;
Crashes returned;
rolled back driver, frequency of crashes remained;
Windows had some "Optional Updates" including an intel driver dated 1968(!)... oh well, nothing to lose, install everything;
crashes more regularly now, every few hours;

I have rolled back the Graphics driver again to 26.20.100.8141, 11Apr2020...
... took over 24 hours but it just crashed with the same symptoms.
... and another 24 hours or so then crash.

Everything passes Intel Diagnostic tool tests.
Windows' BITS service "change from automatic to manual start" is often the last event, my system reports no problems with the tests recommended by windowscentral.com/how-fix-background-intelligent-transfer-service-bits-problems-windows-10

I appreciate that the Graphics driver may not be the (only) cause but it looks guilty.
These crashes only happen with Windows, Ubuntu did not display this problem.
Any help would be appreciated,
Many thanks.

[AndrewG_Intel]

Hello Sycamore

Thank you for posting on the Intel® communities.

In order to better assist you could you please provide the following information?

1- Do you have only an Intel® NUC Board NUC8i5BEB or do you have a Intel® NUC Kit or mini PC? (Did the borad come into an original Intel chassis?)

If you have a Kit or mini PC, could you please confirm the model? It is located on the label on the bottom of the chassis >> Product Code and Regulatory Model.

2- When you mentioned "Everything passes Intel Diagnostic tool tests", do you mean the Intel® Processor Diagnostic Tool?

https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool

3- By any chance have you tried a Windows Restore point to the point where it was working fine?

4- Please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread to gather more details about your system.

• Download the Intel® SSU and save the application on your computer: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
• Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
• To save your scan, click Next and click Save.

Note: To upload and attach a file, use the "Drag and drop here or browse files to attach" dialog below the edit box.

Best regards,

Andrew G.

Intel Customer Support Technician

[Sycamore]

Thanks for the reply Andrew,

1 - A kit, Product Code BOXNUC8i5BEH3, Regulatory Model NUC8BEH.
The "Model NUC8BEB" is reported by  the https://www.intel.com/content/www/us/en/support/intel-driver-support-assistant.html page.

2 - Yes, 64Bit 4.1.4.36.W.MP

3 - Not yet, no further crashes, but will give it a go if needed. 

4 - Attached.

[n_scott_pearson]

You are SPAMmer! Go away!

[AlHill]

@Lorraine9 You are a spammeer.

[AndrewG_Intel]

Hello Sycamore

Thank you for your response.

Based on the information provided on the first post, we understand that the first issues were solved after switching from UBUNTU® to Windows® and installing the latest BIOS and Operating System updates, but after installing the Graphics driver: 27.20.100.8681 the issues reappeared.

Also, from your last post, you mentioned "no further crashes", hence why you have not tried the Windows® Restore point yet. Does this mean the Intel® NUC has been working fine or is the issue happening sporadically?

If the issue is still happening, we would like to recommend a Clean install of the graphics driver following the steps using the customized driver for the Intel® NUC:

1- Download Intel® Graphics DCH Driver for NUC8i3BE, NUC8i5BE, NUC8i7BE version 27.20.100.8681 and save it on the computer

https://downloadcenter.intel.com/download/29911/Intel-Graphics-DCH-Driver-for-NUC8i3BE-NUC8i5BE-NUC8i7BE?product=126148

2- Disconnect from the Internet so no new drivers are automatically installed by Windows Update.

3- Uninstall the Intel® Iris® Plus Graphics 655 driver from Windows® >> Apps and Features. (if applicable).

4- Restart the computer.

5- Confirm in Windows® Device Manager >> Video/Display Adapters the controller is listed as "Microsoft Basic Display Adapter" >> if not, repeat steps 3 through 4.

6- If the adapter continues to be listed as "Intel® Iris® Plus Graphics 655" or similar, and no other Intel Graphics driver is listed under "Programs and Features" for removal, then it means Windows has switched to a previously installed Legacy driver. At this point we can remove Legacy drivers from Device Manager:

6.1- Right-click on “Intel® Iris® Plus Graphics 655” or similar, and select “Uninstall Device”.

6.2- In the pop-up window make sure “Delete the driver software for this device” is checked.

6.3- Click on “Uninstall”.

6.4- Restart. (Repeat steps 6.1 through 6.4 until the device gets listed as "Microsoft Basic Display Adapter").

7- Install the graphics driver that was downloaded in step 1.

8- Restart the computer.

9- Reconnect to the Internet.

If the problems persist, here are additional tests you may try to see what the behavior is, please kindly provide details of the outcome of these steps:

1. Try changing or lowing the display resolution and/or refresh rate.
2. Test using minimal configuration. Remove non-necessary components or peripherals. If using multiple displays, test only 1 display at a time and try to test HDMI® and USB-C (DP1.2) separately.
3. Run a Memory test. You may use Memtest86+* which is a free, standalone memory testing program >> http://www.memtest.org/
4. Repeat previous clean install steps using the latest Intel® generic graphics driver, version 27.20.100.8783 >> https://downloadcenter.intel.com/download/29904/Intel-Graphics-Windows-10-DCH-Drivers?product=140931
5. Uninstall the graphics driver until you get to the "Microsoft Basic Display Adapter" and test using only this basic driver.
6. Test with one stick of RAM at a time, testing different RAM slots.
7. If possible, test with different RAM modules or different SSD.

Best regards,

Andrew G.

Intel Customer Support Technician

*Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel® or any of its products is implied.

[Sycamore]

Andrew,

I did roll back to a Restore point after my last reply - to display driver 26.20.100.8141 - and have had no crashes for a number of days. 

Thanks for your proposed solution, I've just installed 27.20.100.8681 as you suggested.
If crashes return, I'll try the rest of your suggestions.

"Leave it with me".

Many thanks again.

[AndrewG_Intel]

Hello Sycamore

Thank you for your response. We are glad to know that you have had no crashes in the last days.

Please do not hesitate to contact us back if further assistance is needed or if you have additional concerns.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello Sycamore

We are checking this thread and we would like to know if you need further assistance or if the issue has been solved. Please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[Sycamore]

Nothing further needed, all well since your advised uninstall and install of 26.20.100.8141.

m'thanks.

[AndrewG_Intel]

Hello Sycamore

Thank you for your response and we are glad to know that all is well.

In this case, we will proceed to close this thread now but if you need any additional information, please submit a new question as this thread will no longer being monitored. It has been a pleasure to assist you.

Best regards,

Andrew G.

Intel Customer Support Technician