NUC8I3BEH won't boot (igdkm64.sys)

[User1575804687611573]

I've just bought a new NUC8I3BEH, and installed Windows 10. After around 10 minutes of installation, the screen starts flickering and I get a blue screen:

Stop code: VIDEO TDR FAILURE

What Failed: igdkm64.sys

It then reboots and goes in an endless cycle of crashing and trying to boot with the screen flashing on and off. I can no longer get into Windows unless I do a fresh install, and only then get around 10 minutes before it crashes.​

I​ tried installing the graphics drivers from the NUC8I3BEH driver pack within the 10 minute window, but again it crashed with the same error. I suspect the error comes when Windows tries to update the graphics driver.

I've tried all of the boot repair options and nothing seems to work.​ Any ideas what I can do to get Windows 10 to boot?

Thanks​

[AlHill]

First, have you updated the bios on this nuc?

To test your theory of WIndows interferring, disconnect from the net and test.

Are you using the latest DCH driver?

https://downloadcenter.intel.com/download/29230?product=126150 (download, disconnect from the net, install, reconnect to the net).

What version of WIndows 10? 1903 (with all updates)? 1909? Where did you get the W10 install media?

Doc

[AlHill]

Also, if you do update the bios, did you do the F9 to set defaults?

Doc

[User1575804687611573]

Thanks for the help. I've just updated the bios from:

BECFL357.86A.0072.2019.0524.1801

to:

BECFL357.86A.0075.2019.1023.1448

I've also pressed F9 to reset to defaults and saved.

I've then done a fresh install of Windows 1909 (18363.418). This was downloaded from the Microsoft website and loaded onto a USB stick.

I've then tried to install the DCH driver from the link you provided (same as the driver I tried to install before from the driver pack), and part way through, the NUC crashes and ends up in the blue screen loop. I did this and the Windows install without any internet.

My theory is that updating the graphics driver (whether maually or automatically through Windows update) is what causes the issue.

I read in another thread that changing the UEFI bios boot mode to be OS Optimised for Windows 10 can help, but that doesn't seem to be an option in my bios.

Any more ideas?

Thanks

[AlHill]

What are you using for storage, and what for memory? Provide part numbers.

Doc

[User1575804687611573]

​DDR4 memory

Crucial CT2K8G4SFS824A 16 GB Kit (8 GB x2)

1TB SSD

Samsung 970 EVO Plus 1 TB NVMe M.2 Internal SSD

[LeonWaksman]

1. Please download and install Intel Processor Diagnostic Tool https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool
2. Run the IPDT and see what are the results.
3. Do not install the Intel DCH Driver. Run this test with Microsoft Basic Graphic Driver only.

Leon

[User1575804687611573]

I ran the diagnostic tool last night and it passed all of the tests - see attached for the full results.

I didn't attempt to update the graphics driver - I ensured there was no internet and I didn't manually update the driver. It hasn't crashed yet, and it booted ok this morning - so it very much looks like it's caused by updating the graphics driver.

As it stands, I can use the NUC, but with no internet and the screen regularly flashes to a black screen for a few seconds then back to normal, so not exactly ideal!

Any suggestions how I can update the graphics driver without it crashing?

[LeonWaksman]

1. Before installing the DCH Graphics Driver, you should have installed the Chipset Software (driver) https://downloadcenter.intel.com/download/27998/Intel-Chipset-Device-Software-for-NUC8i7BE-NUC8i5BE-NUC8i3BE?product=126150 and the Management Engine Consumer Driver https://downloadcenter.intel.com/download/28215/Intel-Management-Engine-Consumer-Driver-for-Windows-10-64-bit-for-Intel-NUC?product=126150
2. Did you installed these drivers? If not, please install them, reboot your NUC and only then try to install the Graphics Driver https://downloadcenter.intel.com/download/29230/Intel-Graphics-Windows-10-DCH-Drivers-for-Intel-NUC?product=126150

Leon

[User1575804687611573]

I just installed the Chipset Software, rebooted, Management Engine Consumer Driver, rebooted, then ​finally the Graphics driver. Unfortunately it crashed at exactly the same point as before.

Any more ideas?

[AlHill]

I do not see anything wrong with either. However, there is sometimes a bad Samsung SSD. I just did a NUC8i7BEH for a friend, without issue.

Regarding UEFI mode, you do not have a choice. UEFI is it.

I know it is a lot to ask, but do you have another SSD, or 2.5" HDD you could try?

Doc

[n_scott_pearson]

Yea, "Optimised for Windows 10" is another one of those baloney, do-nothing settings put into the BIOS of third-party motherboards as a "selling feature". Enabling UEFI Boot Mode is a requirement for booting from NVMe devices; Legacy Boot Mode has no NVMe support.

There are a lot of reports of this failure being a hang in the video driver that then times out. In this case, I have a bad feeling that it is indicating a hardware issue. Al is correct that there have been a number of reports of Samsung 970 drives that fail out of the gate. In this case, however, since it's a video error, I would be more inclined to look at this being caused by bad memory. Try running with only one SODIMM installed. If the problem still exists, move same SODIMM to other socket. If still fails, try repeating with only the other SODIMM installed.

Hope this helps,

...S

[User1575804687611573]

Thanks. I've just tried with 8GB of memory in all 4 configurations and unfortunately it still blue screens when I try to boot.

I'm now creating a fresh USB stick and trying again to reinstall Windows. I'll run the processor diagnostic tool when it's done.

[n_scott_pearson]

I think it is time to get a replacement for this NUC. If you cannot get your storefront to replace this unit, directly contact Intel Customer Support and make arrangements with them for a replacement. Here is contact information, based upon geography:

• U.S. and Canada: Intel Customer Support NA
• Europe, Middle East and Africa: Intel Customer Support EMEA
• Asia-Pacific: Intel Customer Support APAC
• Latin America: Intel Customer Support LAR

You can use the online forms service or email, but I actually recommend calling them directly. The above links provide local or toll-free numbers in most countries and support most local languages. You could also use the chat service (start here: Intel Customer Support Chat), but understand that this service is offered in English only and is subject to the normal (9:00-5:00 M-F) office hours in the Pacific (UTC-8) time zone.

Hope this helps,

...S