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Chili69
Beginner
481 Views

System unresponsable after a period of inactivity

Hello,

I have a strange problem with my Intel NUC7i5BNH running Windows 10.

The NUC is powered on nearly 24/7. Mostly after more than one day of inactivity with powered off monitors,  the system is not responding anymore. Both screens - 1st connects with USB-C-DP, 2nd connects with HDMI - getting no signal. RDP into the system is not working. Only a hard reset is brings the NUC back to life.

All drivers are up to date. As well as the BIOS firmware. Windows logs do not show any abnormalities.

Any ideas where else the problem could be occurring from?

Thanks!

 

0 Kudos
15 Replies
n_scott_pearson
Super User Retired Employee
468 Views

Ok, dumb question first: Has the system gone into Hibernation?

...S

Chili69
Beginner
462 Views

Nope, hibernation is turned off.

This morning it happend again. System was neither accessible directly nor through RDP... Nothing suspicious in log files.

Maria_R_Intel
Moderator
449 Views

Hello Chili69,


Thank you for posting on the Intel* Community.


In order to continue with the assistance, please provide us with the below information:


  • What is the specific Tool/Software that you are using for the Remote Control?


Please, check if you are using High performance:


  1. Press the Windows + R keys to open the Run dialog box.
  2. Type cmd and press enter.
  3. On the Command Line type: powercfg /l
  4. If you are using "balanced" mode, please change this on Windows* Settings on the Power Options to high performance.


You can change this following the next steps:


  1. Press the Windows + R keys to open the Run dialog box.
  2. Type in the following text, and then press Enter. : powercfg.cpl
  3. In the Power Options window, under Select a power plan, choose High Performance.
  4. If you do not see the High-Performance option, click the down arrow next to Show additional plans.
  5. If available, change the System standby and System hibernates settings to Never.
  6. Click Save changes or click OK.


Please provide us with the following report


  1. Press the Windows + R keys to open the Run dialog box.
  2. Type CMD and press Enter.
  3. On the cmd type: powercfg /sleepstudy 
  4. That will generate an html report, please attach the report to the case.



Best regards,

Maria R.

Intel Customer Support Technician


Chili69
Beginner
443 Views

Hi Maria,

 

thanks for your reply.

I use the default RDP-client from Windows 10.

The current active power plan is high performance with all advanced power saving functions disabled.

I will post the html report as soon as I get back to the office tomorrow

Chili69
Beginner
432 Views

H Maria,

please find the report attached.

Best regards

Maria_R_Intel
Moderator
427 Views

Hi Chili69,


Thank you for the information.


I would like to review the report internally, I'll post back on this thread as soon as I receive more information to provide you.


Best regards,

Maria R.

Intel Customer Support Technician


Ronny_G_Intel
Moderator
401 Views

Hi Chili69,


I am really sorry to hear that you are having issues with one of our products.


Can you please try the following troubleshooting? See below:


  1. I am assuming that you are running latest GFX driver validated for this unit which is Version: 24.20.100.6286 and it is available here: https://downloadcenter.intel.com/download/28208/Intel-HD-Graphics-Driver-for-Windows-10-for-NUC7i3BN... - Can you please either confirm that or test?
  2. If your system was already running on GFX driver version 24.20.100.6286, can you please test the latest generic version that we have available: https://downloadcenter.intel.com/download/29784/Intel-Graphics-Windows-10-DCH-Drivers?product=80939
  3. I apologize for the multiple GFX driver test request but if the previous drivers still exhibit the issue, can you please try this one: 25.20.100.6519? This driver has been reported to fix issues similar to what you are reporting on this community post, here is the URL for download: https://downloadcenter.intel.com/download/28620/Intel-HD-Graphics-Driver-for-Intel-Compute-Card
  4. Can you also try with one display at the time? I would try with the USB-C display first and then with the HDMI one.
  5. Please make sure that you are running:
    1. The latest HDMI FW: https://downloadcenter.intel.com/download/29162/HDMI-Firmware-Update-Tool-for-NUC7i3BN-NUC7i5BN-NUC7...
    2. The latest Thunderbolt Controller Firmware: https://downloadcenter.intel.com/download/27679/Thunderbolt-3-Controller-Firmware-Update-Tool-for-NU...
  6. If the system still exhibits the same behavior, please provide us with the SSU log file: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-


I hope this helps.


Regards,

Ronny G


Chili69
Beginner
390 Views

Hi @Ronny_G_Intel,

 

thanks for your feedback.

The GFX driver was installed in version 24.20.100.6286 until yesterday. Now the generic driver (Version 27.20.100.8476) is installed.

FW for HDMI was updated to latest version right now. TB FW is up to date.

If the issue occurs again I will also test the GFX driver mentioned in 3. and will disconnect one of the monitors alternately.

 

Regards,

Chili69

Maria_R_Intel
Moderator
384 Views

Hello Chili69,


Thank you for confirm the infromation about the driver.


We will be waiting to know the outcome.


Have a nice day!

 

Best regards,

Maria R.

Intel Customer Support Technician


Maria_R_Intel
Moderator
364 Views

Hello Chili69,


Were you able to check the previous post?  

 

Let me know if you need more assistance.  

 

Best regards,  

Maria R.  

Intel Customer Support Technician  


Chili69
Beginner
356 Views

Hello @Maria_R_Intel ,

at the moment the system is working fine. Let us see, what will be after the coming weekend.

The screen mostly stays black on Monday mornings, after long period of inactivity. 

 

Best regards,

Chili69

 

Maria_R_Intel
Moderator
344 Views

Hello Chili69,


I'm glad to hear that.


I will be waiting to hear back from you!


Best regards, 

Maria R. 

Intel Customer Support Technician 


Maria_R_Intel
Moderator
273 Views

Hello Chili69,


Any update on this?

 

Let me know if you need more assistance.

 

Best regards, 

Maria R.  

Intel Customer Support Technician 


Chili69
Beginner
263 Views

Hello @Maria_R_Intel ,

please excuse my late reply.

The system is currently very stable.

Since the update, there has been no problem with the screens staying black.

Thank you for your support.

 

Best regards,

chili69

 

Tags (1)
Maria_R_Intel
Moderator
249 Views

Hello Chili69,


Thank you for let us know, we are glad to hear that your system is working fine now.


We will close this thread. If you need any additional information, please submit a new question as this thread will no longer being monitored.


Best regards, 

Maria R.  

Intel Customer Support Technician 


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