System freezes when an eGPU is connected

[PavelPr]

Hi, 

I am the owner of an Intel NUC model NUC8i7BEH and I also own an Gigabyte Aorus Gaming Box 2080 Ti eGPU. I'm running Windows 10 version 1909 with all the latest driver and firmware versions (DCH Thunderbolt 3 driver version 66, NUC bios version 0078, and NVIDIA GeForce Game Ready Driver version 445.75).

I have an issue with intermittent system freezes when the eGPU is connected, similarly to the

situation described by others here: https://forums.intel.com/s/question/0D50P00004OKc6kSAD/helpintel-nuc8i7beh-random-freeze-with-egpu-may-caused-by-thunderbolt-driver

The freezes would most often happen shortly after the system has booted. Following the advice given in the above thread, I've changed the "Power management mode" setting to "Prefer maximum performance", and although the incidence of the issue described in this thread dropped significantly after having changed said setting, it still does happen. Additionally, with regards to that advice, I don't see a reason why we would have to work with non-default settings, and presumably incur higher power consumption, just to avoid these freezes. To my understanding, hardware should not freeze regardless of standard software configuration (when it operates within its specifications), and the user is being given a choice with respect to power management configuration for a reason.

It is clear to me that there is something in the combination of these components (the 2070 and 2080 Ti Gaming Box cards should be similar, in this regard) that is causing this. Presumably, this has to do with driver compatibility with regards power management.

I am not interested in using the Maximum Performance setting unnecessarily, all the more so given that after said change, the problem is being made less severe, but not resolved completely (which, to me, is indicative that: (a) the issue has to do with power management and (b) that the issue is merely "masked" by the maximum performance setting, albeit not resolved completely).

Is it possible to get a solution for this, in the form of a software (driver) or firmware update, that addresses the core issue for all settings (including defaults)?

If Intel is convinced that the NUC hardware and drivers have nothing to do with this issue (quoting from the other thread: "we believe that this issue is not related to the NUC"), could you please work with Gigabyte or Nvidia to get to the bottom of this? – it is clear that this is not an isolated case and is fairly reproducible. The solution involving power management setting change does not seem to be sufficient, having only reduced the incidence of this issue, without mitigating it entirely. Maybe Intel engineers could look into this?

Thank you!

[LSuxi]

Hi, PavelPr

I wrote the post for asking the help from tech staffs about half of year ago.

I found the same issue posted in Reddit, happened on not only intel's NUC products but also laptops from other OEMs.

Before I posted it on the forum, I contacted with the technical support team of GIGABYTE. Do you know that the response was just a template, like "please download firmware from xxx, please update your system xxxx". They dont care the change of "Thunderbold Software -> Thunderbold DCH". The firmwares they provided on the website of products are out of date. I tested the connection with my old thinkpad, which kept the old version OS and Thunderbold Software. Everything was fine. Therefore, I can take a summary that GIGABYTE just sells their products and has no attention on the later update.

Then, I borrowed Razer and Akitio products for test. If the firmware version was up to date, no issue.

To be honest, I will never buy any products of GIGABYTE.

[Alberto_R_Intel]

Hello PavelPr, I just wanted to check if the issue persists with the Intel® NUC Kit NUC8i7BEH getting freeze and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_R_Intel]

Hello PavelPr, Since I have not heard back from you, we are closing the case, but if you have any additional questions, just reply back or post a new question.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel