NUC8i7BEH - BIOS 77 Problems with 970 EVO 500GB

[BMeis1]

Hi All,

NUC8i7BEH Version J72688-303 with BIOS 77 and 970 EVO 500 GB Firmware 2B2QEXE7 creates system freezes.

BIOS 75 is fully ok with no freezes.

Regards

[AdrianM_Intel]

Hello BMeis1,

Thank you for submitting your question on this Intel® Community. 

To better assist you with your request, I will need to check some information about your computer. Please follow these steps: 

1. Intel® System Support Utility (Intel® SSU) 

• Intel® SSU Download link 
• Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". 
• Click on the menu where it says "Summary" to change to "Detailed View". 
• To save your scan, click on "Next", then "Save". 

2. DXDIAG 

• Go to Start > Run or Windows Key + R. 
• On the Run prompt, type "dxdiag" then click OK. 
• On the DirectX Diagnostic Tool window, click on Save All Information. 
• Browse to a folder, type in a filename then click Save. 

Please run the Intel® Processor Diagnostic Tool.

1. Once the test has fully completed click on “File”.

2. Click on “View Results File” then save the text file.

3. attach the report to the thread.

Questions:

When does the Intel® NUC Kit NUC8i7BEH freeze? (Running a specific software, posting?) 

Please provide screenshots of the task manager showing the (CPU, memory, disk usage) 

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[BMeis1]

Dear Adrian,

Thanks a lot for your answer and support.

Here are the scans and txt files.

The NUC freezes after a while 10 min by every programm, mainly during radio streaming.

Best regards from Munich

[sawes1]

Hi @BMeis1​ 

What applications are you using to stream?

[BMeis1]

posted a file.

[BMeis1]

posted a file.

[AdrianM_Intel]

Hello BMeis1,

Thank you for all the information.

I was working on your case by trying to test this behavior in our end with the latest BIOS version 0077 on the Intel® NUC Kit NUC8i7BEH. I used 2 different applications for Radio streaming and I test for a while but the Intel® NUC Kit NUC8i7BEH did not freeze during that time.

Upon checking the Intel® System Support Utility report and I noticed that you have the BIOS version 0075 currently installed, can you please confirm if you did a rollback to this BIOS version because you got some issues with 0077.

You might try the following:

• Update the BIOS to the latest version 0077.
• Download the Recovery BIOS (.bio) file
• Copy the .bio file to a USB device.
• Plug the USB device into a USB port of the target computer.
• Shut down the target computer.
• During the start, when the F7 prompt is displayed, press F7 to enter the BIOS Flash Update tool.
• Select the USB device and press Enter
• Select the .bio file and press Enter
• Confirm you want to update the BIOS by pressing Enter.
• Wait 2-5 minutes for the update to complete
• Remove the USB device.
• Restart the computer.

If after this update the Intel® NUC Kit NUC8i7BEH freezes try a different drive.

You may run Intel® Driver & Support Assistant to make sure your Intel® NUC Kit NUC8i7BEH is up to date.

Best regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[BMeis1]

Dear Adrian,

yes, because of the permanent freezes with BIOS 77 I had to do a rollback to BIOS 75. I had no other idea. Except for the BIOS the NUC Kit NUC8i7BEH is up to date.

Now I will buy and try a different SSD device.

Thanks a lot for your support.

Best regards from Munich

Bernd

[AdrianM_Intel]

Hello BMeis1,

Thank you for your response.

I appreciate the clarification about the rollback performed and it would be great if you can let us know the result with a different SSD with the BIOS 0077 on your Intel® NUC Kit NUC8i7BEH.

Hope to hear from you soon.

Regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[Ronny_G_Intel]

Hi BMeis1,

If you are having issues with BIOS 77 and Samsung* SSD 970 EVO 500GB (system freezing up) I would recommend that you stay with BIOS 71 and I will be reporting this "sighting" up the chain for consideration and I will get back to you if we find anything.

If you happen to test any other SSD (different Brand or Model) please let me know the results.

Regards,

Ronny G

[BMeis1]

Dear Ronny,

thank you for your message. I have no BIOS 71 file, so that the NUC is now on BIOS 75. BIOS 75 is with SSD 970 EVO 500 GB stable, no problems or freezes.

Regards,

Bernd

[Ronny_G_Intel]

Hi BMeis1,

Thanks for the correction and please stay in BIOS 75 so that you don't have issues.

I already submitted BIOS 77 + Samsung* SSD 970 EVO combination for testing but I cannot promise anything at this time. We will keep you posted on any progress we make.

Thanks,

Ronny G

[BMeis1]

hello,

I use both Chrome and Edge for streaming. The freezes not only happen when streaming, but also a little later with all other programs. This only happens with BIOS 77.

Regards 

[OZoug]

Hi,

I'd like to add that I am having the same issue since updating to bios 77. Intermittent crashing daily. I've followed all troubleshooting steps to no avail and it seems I am unable to roll back to bios 75

NUC8I7BEH3 / 970 EVO 500GB

[AdrianM_Intel]

Hello OZoug,

Thank you for posting on the Intel® communities.  

We are further investigating this behavior.

Thank you for your feedback.

Best regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[Ronny_G_Intel]

Hi everyone,

I tested some other brand/model SSDs and found no issues but this is not a validate issue duplication scenario so I sent this issue up for our escalation team to test and they were able to try this very same drive (Samsung 970 EVO 500 GB) on a Bean Canyon NUC for 2 days now without issue.

My peer ran Prime 95* and Unigine* Benchmark at the same time for hours with no issue. He also ran CrystalDiskMark* several times and he played a Youtube* video for over an hour with the same results: no issues.

Based on that, this issue doesn't seem to be reproducible at this point unless I get very detailed instructions on how to make this happen if you've figured out how to reproduce this.

One thing that just came to my mind, have you tried the latest NVMe driver and I would also try Magician* Software to check for any new firmware available. Here is the vendor's web site: https://www.samsung.com/semiconductor/minisite/ssd/product/consumer/970evo/ and I would also reach out to Samsung* for further support on this product.

I hope this helps,

Ronny G

.

[BMeis1]

HI Ronny_Intel,

thank you for your effort. I have installed and have tried the latest NVMe Driver Version 3.2. The result remains: The NUC freezes only with BIOS 77.

Best regards

Bernd M.

[AdrianM_Intel]

Hello BMeis1,

Thank you for your reply.

We are working on this case, can you please kindly provide a new Intel® System Support Utility (Intel® SSU) report and attach it to the thread.

I was wondering if you were able to test a different SSD?

Steps:

 Intel® System Support Utility (Intel® SSU) 

• Intel® SSU Download link 
• Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". 
• Click on the menu where it says "Summary" to change to "Detailed View". 
• To save your scan, click on "Next", then "Save". 

Best regards,

Adrian M.

Intel Customer Support Technician

A Contingent Worker at Intel

[Ronny_G_Intel]

Hello BMeis1,

We have been looking into this issue as mentioned before but issue replication was not possible.

I would recommend that you stay in BIOS version 0075 for now and if possible please try with a different Brand/Model SSD.

I will keep this forum updated if we get any insight.

Regards,

Ronny G

[BMeis1]

Ok, I'll do it. Thanks for your analysis.

Regards,

Bernd