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NLaor
Novice
1,530 Views

NUC8i5BEH suddenly freezes in win10.

Hi,

 

Ran all tests (CPU, Memory) and all passed without any errors.

It's with a new NUC8 model : NUC8i5BEH, Crucial 16GB Kit (2 x 8GB) DDR4-2400 SODIMM, Intel® SSD 660p Series (512GB, M.2 80mm PCIe 3.0 x4, 3D2, QLC)

 

Suddenly when system is Idle or working in windows in basic usage (internet/office etc) the computer freezes.

When it freezes i don't have access to anything. Don’t get any BSOD and Cannot ctrl+alt+del / ctrl+shift+esc.

 

Cannot move the mouse cursor and cannot type anything in keyboard.

The only solution is the force shutdown by a long press on the power button and to power on the nuc again.

I've disabled all power options (sleep/hibernate/screen etc).

1 more issue that might be related - i have a 144Hz screen so I am using the 144Hz option (is it related).

 

There is no event in event viewer and no log.

Latest drivers of the NUC on a clean installation of win10 pro.

 

Thanks

 

13 Replies
AlHill
Super User
779 Views

What is the version and build of WIndows 10 that you are using?

 

Doc

 

NLaor
Novice
779 Views

Hi,

10.0.17763 Build 17763

Thanks

 

 

LeonWaksman
Super User
779 Views

Hi @NLaor​  (again)

  1. Please download and install Intel SSD Toolbox https://downloadcenter.intel.com/product/80096/Intel-SSD-Toolbox . Check if your SSD firmware is updated. Rung diagnostic test.
  2. I'm aware that you have ran memory test. Not always those test are discovering all problems in the memory. I would consider to run you NUC with only one SODIMM installed at time.

 

 

Leon

 

NLaor
Novice
779 Views

Hi, @LWAKSMAN​ 

Ran the quick scan and it passed successfuly.

I will try to update the FW and will update you...

For now i've already updated to latest drivers using https://www.intel.com/content/www/us/en/support/intel-driver-support-assistant.html (Intel® Driver & Support Assistant)

and i have the green message : Your Intel® software is up to date.

 

Thanks

 

n_scott_pearson
Super User Retired Employee
779 Views

As I said in my responses in the other conversation, I believe that we are staring at a graphics driver issue. I would like you to install the latest DCH driver release (available here: https://downloadcenter.intel.com/download/28646/Intel-Graphics-Windows-10-DCH-Drivers) and see if this makes a difference.

 

Hope this helps,

...S

 

NLaor
Novice
779 Views

@n.scott.pearson​ 

@LWAKSMAN​ 

 

Hi,

Didn't remove the SODIMM and just installed the DCH driver as you said.

So far - So good. 2 days and 3 hours without any freeze!!

 

I think it solved it.

 

Thanks a lot

I will update you if something will change.

Thanks guys

 

n_scott_pearson
Super User Retired Employee
779 Views

Yes, please do.

NLaor
Novice
779 Views

Hi @n.scott.pearson​ 

So After 2 days and 8 hours or so the computer froze again.

I've turned it off and on 2day and when typing the reply to this forum it froze again (after 2 hours or so).

Do you have any idea what else should I do ?

Should I try to see if it freezes with only one memory card SODIMM ?

Thanks

 

 

n_scott_pearson
Super User Retired Employee
779 Views

The Windows diagnostic doesn't do much. I would recommend using a tool like MemTest86+ (it's freeware) and let it run for a couple of hours minimum (I usually let it run for 24 hours as a burn-in test for new NUCs and new memory). I would do this with both SODIMMs in the system.

 

Yes, I do recommend trying with one SODIMM instead of two. I am torn as to which I would prioritize. Seems like running this test is easier to do initially. Remember though that there are 4 permutations that you would need to try: SODIMM A in Upper Slot, SODIMM A in Lower Slot, SODIMM B in Upper Slot and SODIMM B in Lower slot.

Hope this helps,

...S

NLaor
Novice
779 Views

Hi @n.scott.pearson​ 

I have another NUC in my house.

Model Intel® NUC Kit NUC6i3SYH

It has 16GB RAM as well but instead of 2400 it has Crucial 16GB Kit (8GBx2) DDR4-2133 SODIMM

The nuc6 works for almost 3 years without any issues...

 

Do you suggest to switch the SODIMM ? I didn't ruin the MEMTEST86 yet (will try to run hopefully during the weekend).

Let me know what you think.

Thanks man

 

n_scott_pearson
Super User Retired Employee
779 Views

Also, to complement Leon's comments, testing with only one SODIMM (at a time) is important and testing now (after a month of break-in time) is better than your original testing.

...S

n_scott_pearson
Super User Retired Employee
779 Views

If you mean use these SODIMMs from the SY NUC to test the BE NUC, yes, that's a good idea. If it works, you could then try using the 2400 SODIMMs in the SY NUC and see if this works (or identifies an issue with them).

 

...S

KMarc2
Beginner
779 Views

Hi @NLaor​ 

Did you get to the bottom of this ? I've got an NUC8i7BEH purchased in Dec 2018. It was running fine until about a month ago when I upgraded to Windows x64 1903 - before that I'd run the Intel Driver and Support Assistant and it upgraded my BIOS from 51 --> 71. Since then the machine has been completely unstable. Randomly freezing, sometimes rebooting sometimes not.

 

My system: NUC8i7BEH, 16Gb Corsair Vengeance Memory, Intel 256Gb M.2 760p SSD

 

On the occassional times that it does reboot, I'm getting DRIVER_IRQL_NOT_LESS_OR_EQUAL and others PAGE_FAULT_IN_NON_PAGED_AREA in the dump files. Sounded like a driver issue to me.

 

I've tried everything (reverting to Windows x64 1809, various GFX driver versions - though I'm am unable to revert the BIOS to 51 using any of the techniques on the Intel website. I think they've locked 71 to prevent reverting to one of the bad BIOS's released between 51-71 which were withdrawn.)

 

I have a sure fire way of making my machine stable again - I've had to change the "Intel Iris Plus 655" drivers to "Microsoft Basic Display Adapter", though doing so means I lose HDMI audio and QuickSync. I'm extremely suspicious of this driver (I've tried the version from December last year which ran stable for months, the "recommended" version from IDSA, and the latest 6912. The machine will hang if simply left idling at the desktop after a random amount of time, up to several hours. It's very similar to the problems reported here https://ipcamtalk.com/wiki/memory-leak-quick-sync-hardware-acceleration/ I've been running Plex Media Server which has QuickSync accelerated hardware transcoding and it seems to crash quicker if I use this feature. It still crashes if I do not use Plex, simply boot, login to desktop and leave the monitor on (disable sleep, monitor timeout etc)

 

I guess it might be a hardware problem in the GPU part of the CPU (though as I mentioned changing the driver to "basic" works around the problem). The only other thing I can think off is to try a SATA SSD rather than the M2, as there were reported problems with other brands such as Samsung. I've got the lastest Intel SSD Toolbox and ensured I've got latest firmware on it.

 

I'll need to open a new case with Intel as "the support case associated with this question has been closed. Discussions may continue but if you need help from an Intel representative, please create a new question."

 

But I thought I'd check with you, and @n.scott.pearson​  and @LWAKSMAN​ to see if the issue you were facing was finally put to rest, as it sounds very similar to mine.

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