NUC8i5BEH USB oddities.

[Forester]

Hi.

I've just got a new NUC8i5BEH and have been testing it/installing the OS to make sure all on-board devices work but I've noticed some strange behaviour from USB.

I have mouse/keyboard connected via the 2 rear USB, DisplayPort monitor connected via the USB-C port and a Windows install USB plugged in the front.

The NUC is also running the latest BIOS, install USB is Windows 10 20H2

Firstly, if I have the install USB plugged into the right (yellow) port, copying files for install just fails and the USB device disappears from the system until it is removed and plugged in again.

Secondly...when the install USB stick is in any of the other ports...after the first reboot when windows is "Setting up devices", it gets to ~80% and hangs there for 10-20%, which is already off as I've never seen that before. OK fine...get to windows, look for the USB eject button before I remove my installer USB and...it's not present and not in explorer either. Check device manager and it's listed as "Unkown USB Device (Port Reset Failed).

Tried a re-install for verification and it was the same.

If i disable Thunderbolt in the BIOS, I cannot replicate the issue. Also if I disable WiFi and Bluetooth but leave Thunderbolt on, I also cannot replicate the issue.

Finally...If I connect a monitor via HDMI, the issue does not appear.

So the issue looks to be around the Thunderbolt controller...It's the first TB device I'm using so I don't know if this behaviour is normal or if the TB controller on my NUC is faulty.

Any thoughts?

Thanks

[Forester]

Been testing this a fair bit today and...I can't figure out why I'm getting vanishing USB issues when using the front-yellow port.

I've got device charging turned off, tried turning off wifi, bluetooth, thunderbolt and a few other things, hasn't made a difference...USBs plugged into that port end up vanishing and it's most noticeable during OS install.

Have I got a bad board or is this strange behaviour sort of normal for a NUC?

Thanks...

[Forester]

Never mind that previous post, the yellow USB port issue seems to be USB stick of all things...

I've been using a 16GB Sandisk Ultra Flair for years to do OS installs with no issue...it vanishes from that yellow USB port though...no idea why and no idea why it's just the 1 port! Still thinking might be hardware bug though...

Anyways, I've tried it with a 32GB Sandisk Ultra (slider, not flair) and that seems to work normally in that port...however...

The Port Reset Failed issue with Thunderbolt / USB-C to Displayport is still an issue that I can't figure out...(USB isn't detected/port reset failed when USB-C to displayport cable is used and thunderbolt is turned on but NOT when thunderbolt is on and HDMI is used)

[Esteban_D_Intel]

Hello Forester,

Thank you for posting on the Intel® communities.  

First, I would like to thank you for the complete information provided. This is an interesting behavior and I will be more than glad to further investigate this for you.

To better assist you I would appreciate if you could confirm the following information:

• I understand that at the moment, there are no other TB device to test. Is that correct?
• Did you try updating the Thunderbolt* controller for your NUC? If so, did you notice an improvement?
• What updates did you perform while setting the unit?
• I understand that this behavior occurs in all the USB ports in the NUC? Can you please confirm that from your last post?
• Can you share the steps to replicate this behavior?

With your current configuration please run the following tool and attach the reports generated.   

Intel® System Support Utility (Intel® SSU) Download link 

1. Open the application and click on "Scan" to see the system and device information. 

2. By default, Intel® SSU will take you to the "Summary View".   

3. Click on the menu where it says "Summary" to change to "Detailed View".   

4. To save your scan, click on "Next", then "Save".   

Esteban D.

Intel Technical Support Technician

[Forester]

Hi, thanks for your reply.

• I understand that at the moment, there are no other TB device to test. Is that correct?This is correct. I don't actually have any TB devices at all, just connecting a monitor via alt mode for displayport (USB-C to Displayport cable)
• Did you try updating the Thunderbolt* controller for your NUC? If so, did you notice an improvement?I've installed the drivers, both legacy and DCH in windows and also applied them during windows install process but still USB issues persist
• What updates did you perform while setting the unit?I've installed all the latest intel drivers, disabled windows driver updates so that windows did not replace them with older versions (as it likes to) and updated to the latest build/security updates for windows.
• I understand that this behavior occurs in all the USB ports in the NUC? Can you please confirm that from your last post?Yes, although it mainly seems to affect USB storage thumbdrives (as these get inserted and removed more often).
• Can you share the steps to replicate this behavior?The easiest way is with a fresh install of Windows 20H2. NUC is latest BIOS (0085), all BIOS settings are default (apart from network boot disabled and HDD LED changed to green...), connect a Displayport monitor (mine is DP 1.1 - Dell P2314H) with a USB-C to Displayport passive cable and install windows. When Windows has finally booted and you have gone through user setup, the USB key you have installed with would not be present in Windows Explorer and in device manager a device under Universal Serial Bus controllers will have an exclamation mark and be called Unknwon USB Device (Port Reset Failed).

Besides that in usage when inserting a USB stick it may not detect it until it's been removed and reinserted i.e. the USB stick I had my drivers on was a Corsair survivor and the LED was solid blue when it was not detected in Windows, but removing and reinserting it it decided to work.

[Esteban_D_Intel]

Hello Forester,

Thank you so much for your response.

To my understanding, the error code that is showing in device manager could indicate that the current USB firmware is unstable or corrupted.

This may cause detection problems with certain USB devices and there are some steps that we can test in terms of operating system.

To remove and reinstall USB controllers please try the following:

1)   In Device manager, click on “Universal Serial Bus controllers”

2)   Right-click every device under the section and click “Unistall” to remove them one at a time.

3)   Restart the computer, and the USB controllers should get reinstalled.

4)   Test USB devices.

In case that you that the steps provided above are not working, I would recommend performing a BIOS recovery via security jumper.

1. Download the Recovery BIOS (.bio) file here
2. Copy the recovery file (*.bio) to a USB device.
3. Shut down the computer and unplug the AC power adapter.
4. Open the chassis and remove the BIOS security jumper. (See Technical Product Specifications for guidance. p.41)
5. Plug the USB device into a USB port of the target computer and turn it on.
6. Wait 2-5 minutes for the recovery process to complete.
7. The computer will either turn off when the recovery process is complete, or it will prompt you to turn it off.
8. Remove the USB device.
9. Replace the BIOS security jumper.
10. Close the chassis.
11. Restart the computer.

Please let me know if you notice an improvement after those steps.

Esteban D.

Intel Technical Support Technician  

[Forester]

Hi, thanks again for your response...

I've tried the above steps and the issue persists.

Also, given the fact that the USB port reset failed during the install process (when Thunderbolt is enabled) makes it seems like it would not be a driver issue (unless it's directly related to Windows 20H2 which seems unlikely as 20H2 is basically 2004/20H1)

I've also tried the security jumper BIOS update and the NUC still exhibits the same issue.

Thanks

[n_scott_pearson]

This is sounding like a hardware issue to me. If you can return the unit for replacement through your point of purchase, I would do so. Otherwise, you will need to make arrangements for an RMA replacement. 

If you need to use the RMA process, after verifying that your warranty is still active (here: Determine if Your Product Is Still Under Warranty), you need to directly contact Intel Customer Support to initiate the RMA process (you cannot do this through the forums). Here are pages where you can lookup contact information, including local/country phone numbers, by 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

[Esteban_D_Intel]

Hello Forester

Were you able to check the recommendation provided by the community?   

Please let me know if you need further assistance.   

Esteban D.  

Intel Technical Support Technician   

[Forester]

Hi, apologies for the delay in replying.

As per @n_scott_pearson 's advice I had the unit replaced from place of purchase.

The USB failling while machine is in use appears to be OK now (at least on initial testing it hasn't recurred) but there's still the issue (or annoyance) of USB Port Reset Failed after installation of Windows...Only when TB is enabled...I guess as it only seems to happen on install, just put up with it and ignore it?

Thanks

[Esteban_D_Intel]

Hello Forester,

Thank you for the update.

It’s nice to know that you noticed an improvement after the replacement of your NUC.

My recommendation would be to ensure the latest updates for both BIOS, Thunder bolt firmware and USB firmware following the steps previously provided.

• I understand that this behavior will only occur when testing/installing the operating system, is that correct?
• Once the operating system is installed and the NUC boots, are all the USB ports working as expected?

Now that you have tested the unit for a few more days, have you noticed any improvement after the replacement of the device? Are you noticing any new behavior?

If the devices connected via USB ports are not disappearing after the boot process and you can see all the devices listed once you boot into the operating system I would say that the unit is working as expected.

Please let me know if you have any update on this matter.

Esteban D.

Intel Technical Support Technician  

[Forester]

Hi, thanks for your reply again.

I update the BIOS as a matter of course on new machines so that is already done

• I understand that this behavior will only occur when testing/installing the operating system, is that correct?

At the moment this is correct...as I'm using the Thunderbolt port as a Displayport alt-mode output I may just disable TB in BIOS now...

• Once the operating system is installed and the NUC boots, are all the USB ports working as expected?

That currently appears to be the case.

Now that you have tested the unit for a few more days, have you noticed any improvement after the replacement of the device? Are you noticing any new behavior?

No, everything else appears to be working normally at the moment

Thanks very much for your assisstance

[Esteban_D_Intel]

Hello Forester

Were you able to check my previous post?

Please let me know how your system is working and if you need further assistance.   

Esteban D.  

Intel Technical Support Technician  

[Esteban_D_Intel]

Hello Forester,

Thank you so much for your response.

We are glad to know that the device is working as expected after the replacement of the unit.

Then, we will proceed with the closure of this inquiry, however, if you need further assistance do not hesitate in posting back.

We will be more than glad to assist you.

Note: Please consider that this thread is no longer being monitored by Intel.

Esteban D.  

Intel Technical Support Technician