NUC8i5BEK Freezes ramdomly - Kernel-Power 41

LuisPrata · ‎12-19-2020

Hi,

My NUC frozens randomly.

Lattest drivers and bios installed.

BECFL357.86A.0085.2020.1007.1917

Certified Memory. Did MEMTEST withour errors.

Tryed messing with Power Settings in windows 10 with no luck.

Tryed to uninstall graphic driver manualy and re-install it with no luck...

Nome do registo:System
Origem: Microsoft-Windows-Kernel-Power
Data: 19/12/2020 22:59:29
ID do evento: 41
Categoria de Tarefa:(63)
Nível: Crítico
Palavras-chave:(70368744177664),(2)
Utilizador: SYSTEM
Computador: DESKTOP-DJOIIOE
Descrição:
O sistema foi reiniciado sem primeiro ter sido encerrado de forma correta. Este erro pode ter ocorrido porque o sistema parou de responder, sofreu uma falha ou ficou sem energia inesperadamente.
Evento Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Kernel-Power" Guid="{331c3b3a-2005-44c2-ac5e-77220c37d6b4}" />
<EventID>41</EventID>
<Version>8</Version>
<Level>1</Level>
<Task>63</Task>
<Opcode>0</Opcode>
<Keywords>0x8000400000000002</Keywords>
<TimeCreated SystemTime="2020-12-19T22:59:29.4320306Z" />
<EventRecordID>11979</EventRecordID>
<Correlation />
<Execution ProcessID="4" ThreadID="8" />
<Channel>System</Channel>
<Computer>DESKTOP-DJOIIOE</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data Name="BugcheckCode">0</Data>
<Data Name="BugcheckParameter1">0x0</Data>
<Data Name="BugcheckParameter2">0x0</Data>
<Data Name="BugcheckParameter3">0x0</Data>
<Data Name="BugcheckParameter4">0x0</Data>
<Data Name="SleepInProgress">0</Data>
<Data Name="PowerButtonTimestamp">0</Data>
<Data Name="BootAppStatus">0</Data>
<Data Name="Checkpoint">0</Data>
<Data Name="ConnectedStandbyInProgress">false</Data>
<Data Name="SystemSleepTransitionsToOn">3</Data>
<Data Name="CsEntryScenarioInstanceId">0</Data>
<Data Name="BugcheckInfoFromEFI">false</Data>
<Data Name="CheckpointStatus">0</Data>
<Data Name="CsEntryScenarioInstanceIdV2">0</Data>
<Data Name="LongPowerButtonPressDetected">false</Data>
</EventData>
</Event>

I'm loosing my patience... please help

Alberto_Sykes · ‎12-21-2020

LuisPrata, Thank you for posting in the Intel® Communities Support.

In order for us to provide the most accurate assistance on this matter, we just wanted to confirm a few details about your system:

What is the model of the monitor/TV?

Is this a new Intel® NUC?

When did you purchase it?

Was it working fine before?

When did the issue start?

Did you make any recent hardware/software changes?

Which video port are you using to connect the Intel® NUC to the monitor/TV?

Are you using adapters or converters?

Where is the Intel® NUC seated?

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

LuisPrata · ‎12-21-2020

Hi Alberto,

Thanks for you reply. Please find below the answers to your questions.

What is the model of the monitor/TV?

- BenQ GW2283

Is this a new Intel® NUC?

- Yes. Bought new from Amazon.de, must still be in warranty period. S/N: G6BE01600BSF SA J72742-208

When did you purchase it?

- Ordered on 30 June 2020, received it on July 8th, 2020

Was it working fine before?

- Don't think so, see answer below.

When did the issue start?
- Looking at the sceenshot I've shared, the first time was in 17th of August! I'm using the NUC more hours now and started noticing this behavior regulary. Never thought this could be a chronical problem few months ago.

Did you make any recent hardware/software changes?

- No. HW is new (NUC, Memory and SSD all new, fresh installed) and the same from day one. I've always done the suggested Intel updates using your tool.

Which video port are you using to connect the Intel® NUC to the monitor/TV?

- HDMI

Are you using adapters or converters?

- No, just a simple HDMI cable

Where is the Intel® NUC seated?

- On my desk.

Best Regards, Luís Prata

Alberto_Sykes · ‎12-22-2020

Hi LuisPrata, You are very welcome, thank you very much for providing that information.

"must still be in warranty period", yes, the warranty period provided by Intel® for the Intel® NUC is 3 years.

Since the video port that you are using is the HDMI, we can try an HDMI firmware update to the latest version 1.77.03:

https://downloadcenter.intel.com/download/29472/HDMI-Firmware-Update-Tool-for-NUC8i3BE-NUC8i5BE-NUC8i7BE

For testing purposes, could you please use the Intel® NUC just with one memory RAM stick at a time with each stick on each memory slot? This is to rule out a possible problem with the memory RAM itself or with the memory slots in the unit.

Do you have the option to test the unit with a different known working SSD/HDD?

How did you install Windows on the Intel® NUC, what was the process?

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

LuisPrata · ‎12-22-2020

Hi,

I believe I already have the latest version of HDM port FW and no need to update. Can you confirm?

I have no extra SSD/HDD to test unfortunetly.

Regarding memory, I can try that but i could need a few days to test and try to replicate, since thre freeze happens randomly. Neverthless, I ran MEMTEST a few days ago with no errors and the memory I selected/bought is from the certified list for this NUC model.

I've intalled windows 10 on NUC by using a USB Memory Stick, downloaded the Win10 image directly from Microsoft.

BR,

LP

JDavi1 · ‎12-23-2020

We are a system builder and are seeing multiple instances of the 8th Gen i5 NUC's randomly freeze. This can't be coincidence. I think Intel has a problem with these. I've got six different ones from different batches with manufacture dates from Nov 2019 to Nov 2020 that are exhibiting this behavior. The lockups are random, might happen twice in the same day, or might not happen for two weeks.

Usually the lockup starts with something kind of scrambling on the monitor. Sometimes it scrambles, sometimes it has random artifacts all over, sometimes strobes like a strobe light. I've attached some screen grabs of what the monitors look like. The system is completely locked and requires hard shut down by holding power button in or removing power. There is no log of the event beyond Windows and the unexpected shutdown message.

We've tried different BIOS versions, including the latest 0085, different driver versions, we've got some with 665P NVMe drives and some with Optane. Most systems locking up have two monitors attached but at least one is just single monitor on HDMI port. We've updated the HDMI firmware.

We're at a complete loss. We could do RMA replacement but it sure seems like something is fundamentally wrong with these.

MRoss5200 · ‎12-28-2020

This looks like memory issues since the GPU uses system memory for its frame buffer. Have you tried different SoDIMMs? Make sure they are at the rated speed or lower (2133 or 2400) as overclocking the memory could cause this issue. I have used Kingston or Crucial memory with great success on all of my NUCs.

Have you tried different HDMI cables? Poor quality or cheap HDMI cables may also cause this.

JDavi1 · ‎12-28-2020

It seems somewhere along the line we started doing 2666MHz SoDIMMs. We use Kingston and on their compatibility lookup they show those as compatible. One other commonality we've seen is this is only happening on 16GB systems, not 8GB, although we have been using 2666MHz on both. I guess I may be faced with eating about 50 sticks of RAM.

Alberto_Sykes · ‎12-23-2020

Hi LuisPrata, Thank you very much for sharing those details.

"I believe I already have the latest version of HDM port FW and no need to update. Can you confirm?" Yes, on the picture we can confirm that in fact, it is version 1.77 so yes, it is the latest version.

Go ahead and take the liberty to do the tests, that is no problem, we completely understand that it takes a lot of time to do them. Additionally, there have been some reports from customers saying the freezing problem gets fixed after disabling Intel® Turbo Boost in the BIOS, you cal always try that as a workaround too, once you get the chance, please let us know the results.

JDavi1, Thank you for posting in the Intel® Communities Support.

Please submit your inquiry on a new thread, the reason for this is that every scenario is different even if the same product is being used, so for us to better assist you and in order to try to fix the problem, please submit a new thread:

https://communities.intel.com/community/tech

Let me apologize for any inconvenience.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

Alberto_Sykes · ‎01-04-2021

Hello LuisPrata, I just wanted to check if you were able to complete the memory RAM testings and if you need further assistance on this matter?

MRoss5200, Thank you very much for your recommendations.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

Alberto_Sykes · ‎01-07-2021

Hello LuisPrata, Since I have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

Regards,

Albert R.

Intel Customer Support Technician