Nuc i9 doesn't boot after BIOS update

[Ignacio_Madero]

Hello everyone,

I am desperate. I bought today a Nuc i9 (9i9QNB) second hand. Everything went fine until I went to the Auto-Update-your-drivers utility from the Intel webpage. 

I updated several things, including graphics and sound card, Thunderbolt drivers etc. The last step was updating the BIOS to the QXCFL579 - 0063 version, so I did it. 

After that, I lost the display.  The light at the power button blinks three times, then pauses a little bit, then blinks three times again and so on. 

By removing the battery,  the display came back. I downloaded the previous BIOS version and installed it (QXCFL579 - 0062 version). Same problem: I lost display. 

 I found a similar post in here, but my knowledge is a bit poor and I don't understand some things. Can someone please help me with this?

[LeonWaksman]

Such blinking pattern, indicates failure in RAM memory. Please follow the Troubleshooting Steps  for memory error.

Leon

[Ignacio_Madero]

Hi Leon,

Thanks a lot for the quick reply. I removed the RAM modules, cleaned them and put them back in place. Unfortunately, for some reason, the NUC doesn´t even power on now. 

Maybe it is best if I take it to a specialist. Do you know anyone in Spain that can help me with this? Preferably in Madrid area. 

Thanks again,

Ignacio

[LeonWaksman]

Hi Ignacio,

Sure, you can contact service center. Your NUC is covered by three years of warranty coverage. You may check your Warranty here.

You can contact your Service Center in Spain by phone: Información de contacto del servicio de Asistencia para EMEA

Leon

[ClariceStarling]

The Intel NUC warranty says it applies only to the original purchaser.  Some other poster said Intel didn't enforce that, so maybe they don't care ... or he might have gotten lucky?  

[Ignacio_Madero]

Thanks a lot Leon. I really appreciate it.

[Ignacio_Madero]

Hi again Leon, Clarice,

I recently noticed that the RAM modules that came with the Nuc are 1,35 v and 3200 Mhz.

Since this model only accepts 1,2 v and 2600 Mhz, could it be the problem?

I have purchased today the right RAM module, but do you think that having the wrong RAM might have damaged any components?

Thanks again.

[LeonWaksman]

Hi Ignacio,

NUC9i9QNX supports 1.2V DDR4 SO-DIMMs (support 1.35V via XMP), 2666 MHz (greater with XMP) System Memory Intel® NUC kit NUC9i9QNX.

Please refer to list of Intel validated memory, tested on your NUC.

To answer your question. Inserting wrong memory (1.35v), couldn't damage any hardware in your NUC. However, wrong memory can cause failure in boot process. So, try other memory and verify that you correctly inserted the Compute Element and connected all the cables to the it.

Leon

[Ignacio_Madero]

Hi Leon,

Thanks for the info. 

Now, this is where things get interesting: I bought a Nuc-compatible RAM module yesterday (Crucial CT32G4SFD8266) and tested it today. 

I removed the old RAM modules, cleaned the sockets, and tested the new RAM, first in the upper slot, then in the lower. 

The issue persists: no graphics, only the 3 blinks pattern. 

Would it make sense to perform a BIOS Recovery, since the problem started when updating the BIOS? in that case, could you please explain how to proceed?

Gracias

[LeonWaksman]

Hi Ignacio,

It is always sense to perform a BIOS Recovery. I would suggest to try recovery from the Power Button Menu.

Download the QXCFL579.0063.RECOVERY.zip and extract it on the USB stick. However, I have to worn you. The recovery will probably not work. You need functioning RAM for this procedure (or for the Security Jumper Removed method) and looks that your RAM is not working for some reason.  Before starting, check if you can boot into Power Button Menu: Press and hold the Power Button Menu for 3 seconds (count 1001, 1002, 1003,1004) and release the Power Button.  If NUC will boot into Power Button Menu, you may try the recovery.

Leon

[Ignacio_Madero]

Thanks Leon.

Before starting, check if you can boot into Power Button Menu: Press and hold the Power Button Menu for 3 seconds (count 1001, 1002, 1003,1004) and release the Power Button.  If NUC will boot into Power Button Menu, you may try the recovery.

Already tried that, but it doesn't work. 

Any other ideas?

[LeonWaksman]

In your first post, you mentioned that after removing the CMOS  battery, your NUC worked again. So, try to disconnect this battery again and reconnect it after 15 minutes. If your NUC works after this reset, try to boot into Power Button Menu and update your BIOS using F4 Recovery.  Try to update to the version 063. If this recovery doesn't works, use the recovery with the BIOS Security Jumper Removed method (also after disconnecting the CMOS battery). 

Leon

Leon

[Ignacio_Madero]

Hi again Leon,

I did exactly that, and the Power Button Menu Recovery has worked fine apparently. The Nuc is switching on and off properly now, and outputting signal from the graphics card. I will keep you posted on this, in case there is anything relevant.  

Besides this, what I don't really understand is:   How come Intel has a program called "Intel driver and Support Assistant" that suggests you to update a BIOS, and when you do that, the computer no longer works?

And if it is supposed to be a RAM issue, why when I remove the CMOS battery and perform a Power Button Menu Recovery it works? 

Anyway, I really appreciate your help on this. You really saved  my life. 

[LeonWaksman]

I'll leave for Intel answer your question. Since I don't have Ghost Canyon NUC, I can't experiment and confirm your findings. Any way, BIOS update is important. Your NUC is quite new product and could be that still there are some glitches. With time all will be fixed. I understand that your are on the latest BIOS, version 0063. Are you?  

Please enter BIOS settings and  open Home Page 2. See if the ME and EC Firmware are updated to the correct versions: 

ME Firmware: 12.0.72.1757
EC Firmware: 24.42

FYI, I prefer to download the BIOS  .cap file, save it on USB stick and update BIOS using F7 method, rather than using the IDSA express update. Although both methods should be equivalent. 

Leon

[ClariceStarling]

All the support questions have been hard recently ... it's getting like the CETma exam or something!

[Ignacio_Madero]

Both ME and EC Firmware are updated, and the Nuc runs smooth so far. 

Thanks again Leon and Clarice for showing up and helping. It is very appreciated,. 

[ClariceStarling]

Good luck to you Ignacio!  Most people don't appreciate the help, so I think I'm going to retire!  Leon does a great job, but I think he must get paid by Intel!

[n_scott_pearson]

No, he isn't compensated at all. He is a volunteer, just like I am and just like Doc (Al Hill) is. We're all retired and, as they say, have too much time on our hands. 

...S

[ClariceStarling]

Good to know ... I need to make a note to remind myself not to ever retire!

[n_scott_pearson]

Now, now, it is actually fun over here on the dark side (give or take a pandemic grounding us). Just don't arrive with insufficient funds...  ;^)

...S