Intel® NUCs
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New RNUC11PAHi70001 graphics crashes and hangs

gcache
Novice
1,287 Views

I am currently running a rocky linux and I came across someone having a similar issue to me but it would appear they were running Windows. I am having the exact same problem, but with Linux. My whole computer is frozen on that screen and I can't do anything, I usually hard reboot and everything goes back to normal until it happens again in a few hours. 

 

Anything I can try to see what might cause something like this? The link to the previous thread is here: https://community.intel.com/t5/Intel-NUCs/Computer-keeps-crashing/m-p/1357707 and also a similar post on reddit: https://www.reddit.com/r/intelnuc/comments/qfj403/intel_nuc_nuc8i5beh_keeps_freezing_up_with_green/

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20 Replies
Alberto_R_Intel
Moderator
1,221 Views

gcache, 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:

Is this a new Intel® NUC?

When did you purchase it?

What is the model of SSD or HDD being used?

What is the model of the memory RAM? Please provide, speed, voltage, and quantity of sticks.

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

Are you using adapters or converters?

What is the model of monitor/TV?

Was the Intel® NUC working fine without the freezing issue before?

If so, when did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

Which "Rocky Linux version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/download/18895/26735/intel-system-support-utility-for-the-li...?


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician



gcache
Novice
1,167 Views

I am awaiting for new RAM to come in and will update this post when it does

Alberto_R_Intel
Moderator
1,153 Views

gcache, Thank you very much for letting us know those details.


Perfect, no problem at all. Take your time to test the new memory RAM and once you get the chance let us know the results so, if necessary, we can further assist you.


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
1,085 Views

Hello gcache, I just wanted to check if you already received the new memory RAM and if you need further assistance on this matter.


Regards,

Albert R.


Intel Customer Support Technician


gcache
Novice
1,055 Views

RAM will be here tomorrow, I will make an update then

Alberto_R_Intel
Moderator
1,038 Views

gcache, Thank you very much for the update.

 

Excellent, go ahead and test it and let us know the outcome.

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

gcache
Novice
1,018 Views

This is the BIOS I am currently on, I am still waiting to see if something happens after a couple of hours since that is when the crash usually occurs.

 

BIOS INFO: PATGL357.0041.2021.0811.1505

gcache
Novice
919 Views

This I think has to do with the BIOS needing to be updated, my computer froze and I was unable to access it after letting it sit for a couple hours I had to hard reboot it to get back in. Waiting for 0044 to be released, which is hopefully soon.

Alberto_R_Intel
Moderator
870 Views

gcache, Thank you very much for providing those results.


"BIOS INFO: PATGL357.0041.2021.0811.1505":

The BIOS version currently installed in your Intel® NUC is 0041. There is a newer version, which is 0042, for you to install. Please attempt a BIOS recovery to version 0042 following the instructions in the links below. Try the BIOS recovery with the "Power Button" option first and then, if necessary, the "Security Jumper" method.


BIOS 0042:

https://www.intel.com/content/www/us/en/download/19694/bios-update-patgl357.html?wapkw=NUC11PAHi7


Instructions (last page):

https://downloadmirror.intel.com/715602/NUC-AptioV-UEFI-Firmware-BIOS-Update-Readme.pdf


Regards,

Albert R.


Intel Customer Support Technician



gcache
Novice
863 Views

Are there any noted issues with that version? I see a lot of people are having similar issues as I think mine is RAM related and also sleep related. 

 

https://community.intel.com/t5/Intel-NUCs/Yet-Even-Another-NUC11PAHi7-with-Sleep-Fan-and-Wake-issues...

 

https://community.intel.com/t5/Intel-NUCs/NUC11PAHi7-graphics-crashes-and-hangs/td-p/1364060

Alberto_R_Intel
Moderator
767 Views

gcache, Thank you very much for your response.

 

What every BIOS version does is to provide fixes for many different problems depending on the Intel® NUC being used. In the case of BIOS version 0042, you will be able to see those fixes n the link below:

https://downloadmirror.intel.com/715602/PA_0042_ReleaseNotes.pdf

 

Additionally, just to let you know, the Operating System tested and validated by Intel® is Windows, all the drivers that we have available were built and design for that OS:

https://www.intel.com/content/www/us/en/support/articles/000005628/intel-nuc.html

 

Please let us know the results of testing the new RAM and installing BIOS version 0042. If the problem persists after that, do you have the option to install Windows* on the Intel® NUC?

If you do, then please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

 

Regards,

Albert R.

 

Intel Customer Support Technician

 

 

gcache
Novice
709 Views

I have updated the BIOS and it is slightly more stable but still the problem persists after a couple of days the screen will freeze and it will reboot a couple of times and go back to normal.

 

I do not have the ability to change to Windows, I have already spent a few days getting this back up and running again to almost normal and I don't have that time to invest to make all those changes again in Windows. If there is a way to get you the SSU for Linux I can? Otherwise I think I might have to wait for the 0044 BIOS update to be released.

Alberto_R_Intel
Moderator
698 Views

gcache, Thank you very much for providing that information.


"I do not have the ability to change to Windows", No problem, we completely understand.


"If there is a way to get you the SSU for Linux I can?", Sure:

https://www.intel.com/content/www/us/en/download/18895/26735/intel-system-support-utility-for-the-li...?


Regards,

Albert R.


Intel Customer Support Technician


gcache
Novice
648 Views
DeividA_Intel
Moderator
607 Views

Hello gcache, 



In order to continue further, I would like to confirm the following if you are able to run Ubuntu (22.04) and let me know if the issue persists on this version.



Regards,  

Deivid A. 

Intel Customer Support Technician 


gcache
Novice
591 Views

As a work around, I am only running 1 stick and that seems to have solved the problem. I do not have the time to revert to another OS at this point. 

Alberto_R_Intel
Moderator
572 Views

Hello gcache, Thank you very much for sharing those updates.


"I am only running 1 stick and that seems to have solved the problem", perfect, excellent, we are glad to know that the issue got fixed by using just one memory stick. Please make sure the memory RAM being used is 

DDR4-3200 1.2V SO-DIMM:

https://ark.intel.com/content/www/us/en/ark/products/205073/intel-nuc-11-performance-kit-nuc11pahi7.... 


Still, the Intel® NUC was designed to be able to work with two memory sticks. So, as an alternative, you can either get in contact directly with the place of purchase and check the warranty options they have available for this scenario.


Or, you can always get in contact directly with your local Intel® support department, through any of our support channels, so we can further assist you with the warranty procedure:


Chat support:

http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat


For phone support, depending on your location, you will see the contact information on the links below:

EMEA contact information: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html

APAC contact information: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html

LAR contact information: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html

North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).


Any other inquiries, do not hesitate to contact us again.


Regards,

Albert R.


Intel Customer Support Technician


gcache
Novice
556 Views

As I said this is a work around, I have 2 of them and I hoping that when the latest update to the BIOS arrives that this issue will be fixed as I too would like to be able to use both of them. 

Alberto_R_Intel
Moderator
545 Views

gcache, Thank you very much for your response.


"hoping that when the latest update to the BIOS arrives that this issue will be fixed as I too would like to be able to use both of them", Perfect, no problem at all, we completely understand your opinion on this scenario and, as you mentioned, hopefully, this problem will get fixed with a newer BIOS release.


Any other inquiries, do not hesitate to contact us again.


Regards,

Albert R.


Intel Customer Support Technician


gcache
Novice
368 Views

Looking at the latest BIOS update release notes, I don't know if my RAM issue has been resolved 

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