NUC8i7HVK Boot problem

[JFies1]

Got the second NUC8i7HVK. Both have the same problem. Sometimes does not start after switching on. Open the device, pull the battery connector from the CMOS and wait 5 minutes, then the device starts. Any idea?

After booting, the part runs great

Hold the power button for 3 seconds and then release -> nothing happens

[AdrianM_Intel]

Hello JFies1, 

Thank you for posting on the Intel® communities.  

Please run the following tool and attach the report generated. 

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". 

I would like to confirm the following:

• Did the issue start after any update like software, firmware, or driver updates?
• Just to confirm, after clearing the CMOS are you still experiencing this behavior?

Best regards,

Adrian M.

Intel Customer Support Technician

[JFies1]

Hello Adrian, thank you for your answer.

I also sent the second NUC back to the seller and expected the next one shortly. If the same problem occurs, I will run the tool mentioned.

I updated all drivers including the BIOS with the Intel Driver and Support Assistant for the first two NUCs after the Windows installation.

After clearing the CMOS, the NUC started for 1-2 days, then the same behavior.

Best regards,

Josef

[AdrianM_Intel]

Hello JFies1, 

Thank you for your response.

Thank you for letting us know that you returned the Intel® NUCS to the seller, once you receive the new ones test the behavior and if you have more questions or the same issue you can contact us back.

Best regards,

Adrian M.

Intel Customer Support Technician

[YChen335]

Hi JFies1,

Have you updated the BIOS firmware to the newest version HN0060? My Hadescanyon experienced the same problem after being upgraded from 0059 to 0060.

I manually downgraded the BIOS version back to 0059 then everything went as good as before.

I am looking for a webform or something that can feedback this problem to intel.

Best regards,

Yuan

[rjlin]

Hi Yuan,

My NUC8i7HVK's BIOS upgraded from 0059 to 0060 and experienced same problem as you. Failed to downgrade to 0059 by following the procedure of "BIOS Recovery by Power Button Menu". Would you please share "how manually downgraded the BIOS version back to 0059"? Thanks in advance.

RJ

[YChen335]

Hi RJ,

Which USB socket did you plug your USB flash in? As far as I know, only the yellow one on front panel can work in BIOS recovery.

If you used the yellow socket and failed, I suggest you following Adrian's tutorial and using the BIOS jumper.

Best regards,

Yuan

[rjlin]

Hi Yuan,

Thanks a lot for your magic hint to plug the BIOS USB flash on yellow socket, my kit was recovered to 0059 and works great.

Hi Adrian, thanks for your attention. By the way, I did call Intel Support before seeking help from this forum, they told me to return my kit to Intel Support Center in Malaysia because the Intel ME firmware update in BIOS version 0060 can’t be downgraded to version 0059 or earlier. Please be suggested to consolidate the information of the issue/warning/how-to-recover related to 0060 and share to proper channels on I. It should save a lot effort and money for everyone including Intel.

Thanks again for sharing valuable information/experience in the forum.

RJ

[JFies1]

Hi YCHen335,

have had the third 8i7HVK since last Saturday. After commissioning updated to BIOS version 0059, as with the two returned predecessors, this NUC has been running without problems since Saturday (fingers crossed :-)). Based on your experience, I will not use version 0060 now!

For feedback on Intel, try AdrianM_Intel above in this post!

Best regards,

Josef

[Mitchell_R_Intel]

Being as this is the third system to have this issue, have you tried using a different SSD? Does the system boot to a USB drive with the SSD removed from the system? Try booting a USB version of Ubuntu Linux or some other Linux to see if the system will still boot. May be one of your devices are causing the problem. I put BIOS 0060 on my HVK and had no issues booting into Windows after.

[AdrianM_Intel]

Hello YChen335,

Thank you for posting on the Intel® communities.  

Thank you for submitting your feedback, could you please generate the following report so we can take a look into it?

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". 

It would be good to try the steps suggested by MRoss2 to test the behavior with a different SSD (if available).

Best regards,

Adrian M.

Intel Customer Support Technician

[YChen335]

Hi Adrian,

Thanks for your help. Here is the scan report.

I'm going to try to remove SSDs and see if I can boot windowsPE from USB flash. Maybe in this weekend or the next. But I don't have much confident. Just find intel have removed the download link of 0060, and I also have deleted that firmware file.

It was not only some boot fails, I was not able to visit visual bios as well.

I have tried pressing F2, using power button menu and removing bios jumper but all stuck at the motherboard screen (with intel brand in the center and "setup|bbs" at the top right corner). Same as normal switch on, the device stuck at the motherboard screen.

​"Stuck" may not very proper, the mouse still responds, but the only thing I can do is moving the pointer.

Hope that can help.

Best regards,

Yuan

[MRoss5200]

Does this happen after you remove the SSD and try to boot? If it is hanging during POST, then you will never be able to enter Visual BIOS using F2. I am trying to find out if these systems are not bootable WITHOUT the suspect SSD installed. I have tried 5 different SSDs in my Hades Canyon and can't get it to hang using BIOS 0060.

Samsung SM951 OEM

Samsung 970 EVO Pro

Intel 760p

Intel E6100p

Western Digital Black SN750

Maybe my system is special since I can't get it to hang but I am trying to find out what could be causing this. It appears that most of the drives hanging are based on a Silicon Motion controllers. But it may only be certain versions of these as the Intel SSDs I used have a similar SMI controller but with Intel custom firmware.

I see from your SSU log that you have a CT1000P1SSD8 Crucial SSD installed. This is one of the drives that has been causing the hang issue, so try removing that and see if you still get a hang. Your Samsung 970 SSD should be fine as my 970 EVO Pro works fine in the system.

[AdrianM_Intel]

Hello YChen335,

Thank you for your input.

We appreciate the details provided, I will share your feedback and I will take a look into this behavior, as soon as I get the result I will let you know on the thread.

Hello User15852887985271495897,

Thank you for posting on the Intel® communities.  

Have you tried Bios Recovery with Security Jumper?  

BIOS Update and Recovery Instructions for Intel® NUC

1. Use a USB flash drive then get Bios file HN0059.bio 

2. Disconnect the power adapter and remove the bottom cover from your NUC. 

3. Remove the yellow security jumper. (You can check the TPS to locate it Page 45 figure H ) 

4. Insert the USB with the HN0059.bio file. 

5. Reconnect the power adapter and power ON the NUC. Wait 30 sec - 2min. The Recovery process will start automatically and will end after 2 -5 minutes. 

6. When bios recovery completed, switch the power OFF, remove the power adapter and replace the Security Jumper (pins 1-2) 

7. Power your NUC ON. 

Best regards,

Adrian M.

Intel Customer Support Technician

[AdrianM_Intel]

Hello All,

Here an update about this behavior.

We are working on this matter and we have pulled the BIOS 0060 due to some problems with certain SSD brands, so we recommend you using the BIOS 0059 while this is being worked unless you do not have issues like MRoss2.

Best regards,

Adrian M.

Intel Customer Support Technician

[AdrianM_Intel]

Hello User15852887985271495897,

Thank you for your reply.

I am glad to know that you were able to install the BIOS version 0059.

I will share the feedback provided.

Best regards,

Adrian M.

Intel Customer Support Technician