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12538 Discussions

Poweroff Problems NUC11PAGi3

KurtCCN
Novice
2,542 Views

I installed 8 NUCs NUC11PAHi3 in a classroom with Windows 10 and Windows 11.

When Windows is shutdown, always some off the NUCs don't poweroff. Windows shuts down, the screen gets black, the monitor signal gets off, bit the blue led remains on.

Only way to poweroff (and reboot) is then to push the switch for long time or pull the power plug out.

This happens on all 8 NUCs, very often. With Windows 10 and Windows 11.

Latest BIOS and latest chipset drivers are installed.

 

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22 Replies
charliezhang
Beginner
2,227 Views

It seems like the same problem here: https://community.intel.com/t5/Intel-NUCs/3x-NUC11PAHi3-with-monitor-problems-and-shutting-down-issu...

 

Try to roll back the graphic driver version to 27.x if you are using 30.x 

KurtCCN
Novice
2,189 Views

Driver downgrade to 27.20.100..9466 solved the power off problems.

But it causes a new issue: This are dual boot systems with Windows 10 and Windows 11, the screen to choose the operating system is now black.

I had to switch the bootloader policy to legacy as workaround.

I installed the old driver also in the Windows 11 system, it works.

I cannot accept this as a solution:

  • old driver is not officially for Windows 11
  • graphical bootmenu not working
charliezhang
Beginner
1,767 Views

I switched to DisplayPort from HDMI, everything works fine so far with graphic driver 30.x,  hope this can help you. 

DeividA_Intel
Moderator
2,163 Views

Hello KurtCCN,  

  


Thank you for posting on the Intel® communities. I understand you are having issues with your Intel® NUC 11 Performance kit - NUC11PAHi3.

  


In order to better assist you, please provide the following:  


1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.  

2. Do you notice the same issue on version 30.0.101.1340?

3. Can you take pictures or a short video where we can see the issue with the dual boot?

4. Did you perform any BIOS changes before the issue?

5. Was the issue present out of the box?



Regards,  

Deivid A. 

Intel Customer Support Technician 


DeividA_Intel
Moderator
2,149 Views

Hello KurtCCN,  


  

Were you able to check the previous post and get the information requested? Please let me know if you need more assistance.   



Regards,  

Deivid A.  

Intel Customer Support Technician 


KurtCCN
Novice
2,143 Views

Hi Deivid,

I can check this on friday / saturday this week.

Regards

Kurt

DeividA_Intel
Moderator
2,129 Views

Hello KurtCCN, 



Thanks for the update, I will be waiting fpor the results on the next week.


Thanks for your time.



Regards,  

Deivid A.  

Intel Customer Support Technician 


DeividA_Intel
Moderator
2,088 Views

Hello KurtCCN, 



After checking your thread, I would like to know if you need further assistance. 


If so, please let me know if you were able to perform the steps provided.


 

Regards,  

Deivid A.  

Intel Customer Support Technician  


KurtCCN
Novice
2,071 Views

Hello Deivid,

video with graphical bootmanager, black screen, and Windows 10 starts after 30 seconds: https://photos.app.goo.gl/NqRo8sKWteUQB8rS9

video with legay bottmanager:  https://photos.app.goo.gl/YKVcQ7eUZHqkjv1CA

File from support utility is attached.

Regards

Kurt

 

DeividA_Intel
Moderator
2,064 Views

Hello KurtCCN, 



Thanks for the information provided. Based on your report, please try the following:


- Performed a BIOS recovery by the Security Jumper:

  1. Download the RECOVERY.zip file into a USB flash drive.
  2. Unzip the file and transfer the cap. File from the recovery folder to a USB flash drive root.
  3. Turn off the Intel NUC and unplug the AC power.
  4. Open the chassis and remove the BIOS security jumper. See Technical Product Specifications for
  5. Intel® NUC Products for details about the location of the jumper.
  6. Plug the USB flash drive into a USB port and connect the AC power.
  7. Turn on the Intel NUC. The recovery process will start automatically.
  8. Wait 2–5 minutes for the recovery process to complete.
  9. The Intel NUC will either turn off automatically when the recovery process is complete, or it will prompt
  10. you to turn it off.
  11. Remove the USB device.
  12. Unplug the AC power and replace the BIOS security jumper.
  13. Close the chassis and reattach the AC power.
  14. Restart the Intel NUC.


Let me know if the issue persists.



Regards,  

Deivid A.  

Intel Customer Support Technician  


DeividA_Intel
Moderator
2,027 Views

Hello KurtCCN,  


 

I reviewed your post, please let me know if the issue was resolved, if not, do not hesitate, just reply back.

  


Regards,  

Deivid A.  

Intel Customer Support Technician  


KurtCCN
Novice
1,992 Views

Hello Deivid,

I installed one NUC with the new BIOS and made some Tests.

With the 5th Trial the NUC got stuck in Reboot, and in one of the next tests the Power LED did not switch off.

The Release Note of the Bios say nothing of solved poweroff issues.

Please let me know if you have a real solution. This issue occurs with 10 brandnew NUCs, so Intel should also be able to reproduce it.

I am at the site with the NUCs only maximum 1 day in the week, and I cannot drive to this place only to make Tests for Intel

Regards

Kurt

 

DeividA_Intel
Moderator
1,963 Views

Hello KurtCCN, 


  

Thank you for the information provided 


  

I will proceed to check the issue internally and post back soon with more details. 


  

Best regards, 

Deivid A.  

Intel Customer Support Technician 


DeividA_Intel
Moderator
1,913 Views

Hello KurtCCN, 



As a test and to continue further, please try a BIOS recovery to version 0042:



BIOS: https://www.intel.com/content/www/us/en/download/19694/bios-update-patgl357.html

Steps: BIOS Recovery by the Power Button Menu

1. Plug a USB device into the USB port of the Intel NUC when it’s turned off (not in Hibernate or Sleep

mode), then power up Intel NUC.

2. Download and save the RECOVERY.zip file for your Intel NUC unit into that USB device.

3. Extract/Unzip the RECOVERY.zip file.

4. Power off your Intel NUC, keep the USB device in a USB port.

5. Press and hold down the power button for three seconds, then release it before the 4-second

shutdown override. The Power Button Menu appears.

6. Press F4 to start a BIOS Recovery.

7. Wait 2-5 minutes for the update to complete.

8. The computer will either turn off when the recovery process is complete or it will prompt you to turn off

the computer.

9. Remove the USB flash drive.

10. Restart the computer


Please let me know if the continues.




Best regards, 

Deivid A.  

Intel Customer Support Technician 


DeividA_Intel
Moderator
1,834 Views

Hello KurtCCN,   


 

After checking your thread, I would like to know if you need further assistance. 


If so, please let me know.

 

Regards,  

Deivid A.  

Intel Customer Support Technician  


KurtCCN
Novice
1,830 Views

Hello Deivid,

 

on 03-01-2022 08:39 AM you told me to try the BIOS 0042.

On 03-06-2022 06:12 PM i replied and told you, that the BIOS did not fix the problem.#

On 03-11-2022 08:55 PM you ask me again to test with BIOS 0042.

I do not test the same thing again.

 

So, yes, I still need a bugfix.

 

Regards

Kurt

 

DeividA_Intel
Moderator
1,810 Views

Hello KurtCCN, 



I do apologize for the inconvenience. I will continue with the investigation and for that, I will need you to run a recent report from the Intel® System Support Utility (Intel® SSU).




Thanks for your comprehension


Regards,  

Deivid A.  

Intel Customer Support Technician  


DeividA_Intel
Moderator
1,666 Views

Hello KurtCCN,  


  

Were you able to check the previous post and get the information requested? Please let me know if you need more assistance.   


  

Regards,  

Deivid A.  

Intel Customer Support Technician  



KurtCCN
Novice
1,639 Views

Hi Deivid,

 

Requested Information is attached.

Remember, I am only once the week in the place with rhe NUCs.

Strange: the information on the screen says "Display Driver 30.0.101.1191" is installed (see screenshoz), the report shows version "27.20.100.9466". Different reports in the same program?

 

Regards

Kurt

DeividA_Intel
Moderator
1,556 Views

Hello KurtCCN, 



Thank you for the new report, I will continue with the investigation of this behavior and let you know as soon as I have any details for you.



Best regards, 

Deivid A.  

Intel Customer Support Technician 


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