No LEDs on NUC8i7HVK after shutdown

[JPére1]

Hello,

I am having an issue with the LEDs of the Hades Canyon.

Starting from a state where LEDs works as expected, if I switch off the unit and I let it switched off a couple of days (or maybe is even less time) then the LEDs of the NUC are always switched off. Both the skull LEDs and the front panel LEDs (except for disk activity).

The only way to make it work again is to disconnect the power supply cable from the NUC, let it rest for a few minutes and connect it again. After this process the LEDs works again as expected.

Does anybody know how to resolve this or what it is causing the LEDs not to switch on correctly?

[Leonardo_C_Intel]

Hello JPére1

Thank you for posting in the Intel Community.

What is the BIOS version that you have installed on the system? Make sure that you have the BIOS 058 (https://downloadcenter.intel.com/download/28953/BIOS-Update-HNKBLi70-86A-?product=126143).

What is the current LED setting on the system BIOS? Can you provide me with a screenshot/picture of it?

Do you have the same behavior after loading default BIOS settings?

Regards,

Leonardo C.                        

Intel Customer Support Technician

Under Contract to Intel Corporation

[JPére1]

Hello,

I have previously upgraded to 057 and the previous version (I suppose it was 056, but I can't tell for sure) with no success.

I have tried with both software controlled option and "BIOS only" option with no difference.

I will upgrade to 058 and test again resetting BIOS defaults and changing BIOS LED settings and report here the result.

[Leonardo_C_Intel]

Hello JPére1

Thank you for the details I will be waiting for the updates of the testing.

Regards,

Leonardo C.

Intel Customer Support Technician

Under Contract to Intel Corporation

[crol0]

Hi,

I have exactly the same problem (Bios 0058 and Win 10 Pro):

1. Disconnect NUC from power and plug it in again
2. Switch on NUC --> all LEDs and the skull lights up
3. Shutdown Windows
4. Wait three hours
5. Switch on NUC --> power led and skull stay off

The problem should have been known to intel for quite some time.

There are some posts about this here in the forum...

[Leonardo_C_Intel]

Hello everybody

I have set an Intel® NUC Kit NUC8i7HVK with BIOS 0058 on default BIOS settings on my end turn it off from Windows® 10 and let it over four hours and at the time of turning it on both skull and power button have led lights.

Am I missing some steps to replicate the behavior that you are having?

Regards,

Leonardo C.

Intel Customer Support Technician

Under Contract to Intel Corporation

[LeonWaksman]

Hi Leonardo,

You meant to say that you have BIOS 0058 rather than 0085😉 .

In my NUC8i7HVK I did not observed this behavior neither and the LEDs works as expected.

Regards

Leon

[JPére1]

Hello Leonard,

I updated to latest BIOS version (058) and all other drivers according to the Intel tool to update drivers with no avail. BIOS settings were reset to defaults.

The exact sequence is as follows:

1. Start in an power cable unconnected status
2. Connect power cable
3. Power on NUC (LEDs working properly)
4. Do some working/gaming tasks
5. Power off NUC
6. Power on NUC again (as soon it is powered off) (LEDs working properly)
7. Do some more working/gaming tasks
8. Power off NUC
9. Wait 4 hours
10. Power on NUC (LEDs not working at all, Windows app to control LEDs do nothing at all). Nor reboot or power off/on cycle solves the issue.

I will make some more testing to see what is the time limit that keeps the LEDs functional.

[LeonWaksman]

Hi,

1. Looks that some circuit failed in your NUC. In my opinion you should start the RMA process in order to replace your NUC.
2. Here is where you may start the request for RMA: https://supporttickets.intel.com/warrantyinfo?lang=en-US

Leon

[crol0]

What exactly makes you conclude that it is a hardware defect?

Many here in the forum have described the problem.

Therefore, I do not think it is a hardware defect.

It would be nice if Intel could find a solution!

[LeonWaksman]

1. "What exactly makes you conclude that it is a hardware defect?" - this is only guess and could be that I'm wrong.
2. In the mean time, till Intel's Engineer will give you better advice (probably on Monday), I have an other suggestion:
3. Disconnect the Power Adapter and the CMOS battery. Leave them disconnected over night.
4. This will discharge all the capacitors.

Leon

[Leonardo_C_Intel]

Hello everybody

I agree with LWAKSMAN since we both have tried to replicate the issue on our end and we did not get it, I recommend contacting Intel® Local Customer Support for warranty options.

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

Regards,

Leonardo C.

Intel Customer Support Technician

A Contingent Worker at Intel

[crol0]

Maybe it's the used HDMI port? Or the LED software?

It's very funny that several people here in the forum have the problem...

I would have expected a little more motivation.

@intel / LeoC: very poor customer support!

👎 😠

[LeonWaksman]

Hi @crol0​ 

"It's very funny that several people here in the forum have the problem..." It is funny for you, however much more people in the world are using the same NUC with same firmware without this problem. So, here in forum we can only advice what we think can be done by user at home, without risking loosing the warranty. In addition as you see Intel couldn't replicate this behavior. You should take into consideration, that some batch of failed capacitors can cause such problems in few units.

Leon

[crol0]

Your test is pointless if it doesn't cover different constellations!

• Version of the LED software?
• Patchlevel of Win10?
• used connections on the NUC?
• ...

I thought that here support people who know what they are doing?

Maybe we don't want to send back our NUC immediately and have to wait for weeks! Or we get a dirty, used replacement device!

You can read all this on the net.

I don't want that! I expect someone to take my problem seriously.

[LeonWaksman]

Hello @crol0​ ,

This is not your thread and nobody will take care for you. This thread was opened by @JPére1​  and we (forum members) and so the Intel support have trying to help him to solve this problem. If you have similar problem, you may use the information from this thread, however if you want that someone will take care for your problem, using other solution, you should open a thread of your own.

Leon

[crol0]

@LWAKSMAN​ 

I'm not gonna do that.

Because it's wasted time for me.

You seem to have a lot of time...

I'm signing off now. This forum is useless for me.

[JPére1]

Hello all,

I just want to give an update about this.

As I said before, after I updated to the by the time latest BIOS I still had the issue.

However, I disconnected the unit from the power supply once more and I did not encountered the issue again.

I am not sure if what fixed the issue was the combination of updating to latest bios version PLUS disconnect from the power supply a few minutes once the update was applied. I still have some suspicion because I have also not disconnected a Logitech usb receiver (for a wireless keyboard) since then. Can the disconnection of an USB device from the unit when the unit is powered off alter in some way the LED's functionality?