Why is NUC going to sleep

[DMage2]

I have a new NUC8i7BEH4 that frequently goes to sleep when I'm not using it. Unable to wake it up and need to reset system. Windows 10 64bit 1903 power settings are sleep never and turn off hard disk never yet it still looks like it's gone to sleep. Power light still on.

System has a M.2 boot drive and a SSD drive. Check settings but found nothing. No BIOS settings have been changed. Intel drivers are up to date.

Any ideas why this is happening?

David

[David_V_Intel]

Hello DMage2,

Thank you for posting on the Intel ® communities.

I would like to ask a few questions to have a better understanding of the issue. 

- Has this issue been present since you started using the unit?

- What changes where made before the issue started? 

- What is the current power plan you have selected?

- Have you tried taking the BIOS settings to defaults? If not, please access the BIOS and do so. 

- Is the unit ever able to wake up when this happens? 

Also, I would like to request some system information, please provide me with an System Support Utility report, this report can be generated from our tool, you can refer to the link below so you can download it: 

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-

Make sure to attach the created report to this thread.

Regards,

David V

Intel Customer Support Technician

Under Contract to Intel Corporation

[DMage2]

David V,

I've attached the report which was created after setting the BIOS to defaults. Answers to questions below:

- Has this issue been present since you started using the unit?

Yes

- What changes where made before the issue started? 

Install Win 10 and install Intel and Windows updates

- What is the current power plan you have selected?

Balanced. Changed Sleep to Never and Turn Hard Disk Off to Never but this hasn't stopped the problem.

- Have you tried taking the BIOS settings to defaults? If not, please access the BIOS and do so. 

Done.

- Is the unit ever able to wake up when this happens? 

No, Have had to turn off / on.

Problem happens when I've haven't used the computer for a long period but not always.

David

[LeonWaksman]

1. What is the Power & sleep setting for your monitor (screen). Is it set to never?
2. In Bios, Power > Secondary Power Settings, ensure that Deep S4/S5 is not checked (is disabled).

Leon

[DMage2]

Lwaksman,

Sleep and turn hard disk off are both set to never. Will check the BIOS setting.

Thanks,

David

[DMage2]

Just confirmed Deep S4/S5 is not checked.

David

[David_V_Intel]

Hello DMage2,

Are you still experiencing the same issue?

Let me know so I can assist you further.

David V

Intel Customer Support Technician

A Contingent Worker at Intel

[DMage2]

I haven't had the problem since my last post above. During this time updates have been installed from both Windows Update and Intel Driver and Support Assistant so perhaps one of these updates has resolved the issue. Most of the updates were audio, video, AV and .net except for one called 'Windows successfully installed the following update: Intel(R) Corporation - System' - not sure exactly what this update was. Possibly BIOS but the BIOS or SMBIOS version didn't change when applied. If you have info on what this update is would be very interested in knowing,

David

[David_V_Intel]

Hello DMage2,

Thank you for your response.

First, I would like to say that I am really glad to know that the issue seems to have been resolved with the updates applied. The update that you have specified could have been a chipset driver; however we do not control the way Microsoft* labels the different updates so I would not be able to know for sure. 

If you need more assistance, let me know.

David V

Intel Customer Support Technician

A Contingent Worker at Intel