Random freeze NUC8i5BEH2 with Ubuntu 16.04

[rok7]

I'm a very similar situation of this. I have 7 pieces of Intel NUC8i5BEH2 (date of manufacture 04/2020). All of them with this configuration:

1xRAM Kingston 8GB 99U5700-014.A00G

SSD KINGSTON SA400S37/120G

BIOS updated with latest version 85.

Ubuntu 16.04 (same software configuration, I cloned SSD) with latest updates.

All of them are headless with HDMI Dummy plug, then only connection are ethernet cable and USB3 where there is a Intel Realsense D415.

Since the very first moment (brand new hardware, clean install) we experienced random freezes, it can happen in a hour, or after a week.. but all of them experience this..The very strange thing is this randomness, when it happens, there is nothing strange in the logs. I also log memory usage and temperatures, and there is nothing strange about that.

I know from the compatibility tool that Ubuntu 16.04 is not listed as supported and the RAM is not in the validated list (while the SDD is). Could it be the reason?

We have never had this issues with the serie 7, basically with the same setup (we run a software that analyze  the camera stream 12 hours/day). We shutdown every night and power on every morning the NUCs.

Any support ? Thank you

[Alberto_Sykes]

rok7, Thank you for posting in the Intel® Communities Support.

In order for us to be able to provide the most accurate assistance on this matter, we just wanted to confirm a few details about your platform:

Please provide the Kernel-logs and the Dmesg-logs.

Also, please provide the SSU report:

https://downloadcenter.intel.com/download/26735/Intel-System-Support-Utility-for-the-Linux-Operating-System?wapkw=ssu%20linux

You mentioned that "we experienced random freezes", for how long the Intel® NUC gets freeze?

What are the steps that you followed to make the Intel® NUC work properly again, to unfreeze it?

For testing purposes, do you have the option to test one of the Intel® NUCs under a "normal" configuration, meaning with a monitor attached to it and without the camera and the HDMI Dummy plug?

If the problem persists that way, could you please get into the BIOS and disable Intel® Turbo Boost?

Once you get the chance please let us know the results, if the freezing does not happen when using a "normal' configuration, or if it still happens after that but it gets fixed by disabling Intel® Turbo Boost, or if the issue is still present after trying those steps.

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[rok7]

Thank you Albert.

When I say freeze I mean system is totally frozen, the only option is to force power off holding the power button. Connecting a monitor in place of the dummy plug makes no difference (in this case display is frozen, like a screenshot).  

I will put now on test some of them with normal configuration and clean install and provide you all the requested files on the first freeze.

[Alberto_Sykes]

rok7, You are very wlecome, thank you very much for providing that information.

Perfect, no problem at all, go ahead and take your time to do the tests and once you get the chance please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_Sykes]

Hello rok7, I just wanted to check if you were able to do the tests and if you need further assistance on this matter.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[rok7]

Hello @Alberto_Sykes , no freeze so far .. but It can takes time. They are on testing.. I let you know if there is any update.
A small update is that I also put on test one of them upgrading the OS to Ubuntu 18.04 to see if it make any difference (same configuration as the others) and I had a freeze. Strange thing is that this freeze caused a freeze on the entire network (all the NUCs I am testing are connected to a switch and a router), as soon as I unplugged the Ethernet cable from the frozen NUC, network came back to work (but NUC was still frozen). This made me think that can be something related to the NIC ? I don't know.. just guessing..

I also put on test another NUC with bare installation of OS, without any peripheral or running software as you suggested. I'll keep you updated. Thanks

[Alberto_Sykes]

Hello rok7, You are welcome, thank you very much for sharing those details.

In reference to your question, "This made him think that can be something related to the NIC", yes, that is always a possibility, that could be very well the reason why the freezing is happening and that is why it is very important the tests that you are currently doing, because it will confirm to us all if in fact there is a hardware issue with the Intel® NUC itself. 

Go ahead and complete the tests, we completely understand that it takes time to finish them, once you get the chance let us know the results so we can further assist you with this matter.

Please provide the SSU report once the tests are done:

https://downloadcenter.intel.com/download/26735/Intel-System-Support-Utility-for-the-Linux-Operating-System?wapkw=ssu%20linux

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_Sykes]

Hello rok7, I just wanted to check if you were able to complete the tests and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_Sykes]

Hello rok7, I just wanted to confirm if there are any results from the testings that you are currently doing and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[rok7]

hello @Alberto_Sykes ,

I didn't experience any freeze at the moment, so I don't need any further assitance at the moment. This NUCs will be installed on site to get data 24/7, I'll let you know if the issue comes back. Thank you

[Alberto_Sykes]

Hello rok7, You are very welcome, thank you very much for letting us know those updates.

Perfect, excellent, it is great to hear that the freezing problem seems to be fixed and now the Intel® NUC is working properly.

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

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel