Intel® NUCs
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Yet another NUC11PAHi5 sleep issue

exile
Novice
1,118 Views

I have an issue with NUC11PAHi5 crashing after going into sleep. I described it in a previous thread and was asked to raise a new one by a moderator.
Every attempt to post results in the system rejecting it. If this is finally accepted I'll post the details

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16 Replies
exile
Novice
999 Views

These are the details. I have a NUC11PAHi5 that I purchased and configured two weeks ago. I installed the latest graphics driver 30.0.101.1191 and BIOS 042.

If I left the unit idle for longer than the screen timeout (set to 10 minutes), so that the display switched off, then the unit would not respond to keyboard and mouse. I also could not be accessed using the remote desktop.

After power cycling the unit the windows event log was read:
There was an entry stating "The previous system shutdown was unexpected".
The date and time given was earlier than the time I power cycled, but several minutes after the event log reporting that "The system is entering connected standby, Reason: Idle Timeout." This indicates that the system completely crashed some time after entering connected standby (and turned off the screen).

After reading many threads on the forum I downgraded the graphics driver to 27.20.100.9466. The system has successfully come out of sleep / screen for the 8 days since I downgraded to 27.20.100.9466.

A detailed report from Intel SSU is attached. Note that the report was generated after the system was downgraded to graphics driver version 27.20.100.9466

The logical conclusion is that there is a regression in driver version 30.x.

I was asked to raise the report by an Intel moderator in thread: https://community.intel.com/t5/Intel-NUCs/NUC-11-PAHi7-wont-wake-after-sleep-display-off-install-lat...

In that thread the conclusion is that the success with graphics version 27 and the failure of graphics version 30 is due to a BIOS issue in 042. Is that really the case?

exile
Novice
1,072 Views

My attempts to post the details have been blocked as Spam again. Hopefully, if a moderator will request the details I will be allowed to post. Alternatively can a moderator unblock one of my attempts to post the information they requested me to supply?

Alberto_R_Intel
Moderator
1,049 Views

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


For us to try to provide a possible solution in this matter, we just wanted to confirm a few details about your system:

What is the model of the TV/monitor?

Which video port are you using to connect the screen to the Intel® NUC?

Are you using adapters or converters to connect the TV/monitor to the computer?

Is this a new Intel® NUC?

When did you purchase it?

Was the Intel® NUC working fine before without crashing after going into sleep?

If so, when did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

Which specific Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician



exile
Novice
1,041 Views

For us to try to provide a possible solution in this matter, we just wanted to confirm a few details about your system:

What is the model of the TV/monitor?

iiyama PL2585W

Which video port are you using to connect the screen to the Intel® NUC?

hdmi

Are you using adapters or converters to connect the TV/monitor to the computer?

No

Is this a new Intel® NUC?

Yes

When did you purchase it?

Two weeks ago

Was the Intel® NUC working fine before without crashing after going into sleep?

No - I set it up with the latest drivers: 30.0.101.1191. It failed regularly. After some days I installed graphics driver 27.20.100.9466. The system has successfully come out of sleep / screen off since (current up time of 10 days)

If so, when did the issue start?

Did you make any recent hardware/software changes that might cause this problem?

Changing graphics driver to 27.20.100.9466 appears to fix the problem

Which specific Windows* version are you using?

Windows 10 Pro: Version: "10.0.19044 Build 19044"

Does the problem happen at home or in the work environment?

Home

Please attach the SSU report

Attached - note this report was taken when using the working driver i.e. 27.20.100.9466

 

More details on this thread

Alberto_R_Intel
Moderator
1,020 Views

exile, Thank you very much for providing that information and the SSU report.


We will do further research on this matter in order to try to find a possible solution for this problem, as soon as I get any updates I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician


Steven_Intel
Moderator
995 Views

Hello exile,


This is a known issue with the graphics driver 30.x. We are currently working on a new driver to fix this issue, in the meantime, please try rolling back to driver version 27.x.


Best regards,


Steven G.

Intel Customer Support Technician.


exile
Novice
967 Views

Thanks, do you have an ETA for the new driver? If you need someone to test a beta driver, then I'm happy to help.

In the meantime I'll stick with version 27, which is working well for me.

Alberto_R_Intel
Moderator
947 Views

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


There is no ETA for the new driver release, let us apologize for that. "If you need someone to test a beta driver, then I'm happy to help", thank you very much, we will take it under consideration and let you know if that is the case.


"In the meantime I'll stick with version 27, which is working well for me.", Perfect, yes, that will be the best thing to do for now.


Regards,

Albert R.


Intel Customer Support Technician


tstob1
Novice
795 Views

Is it safe to install the later 30.0.101.1660 driver on this NUC running BIOS 43?  

 

we have 2) not working well. of best to leave on 27?

 

How can I get the Beta BIOS for the NUC11PAH?

 

Hoping to see BIOS 44 soon

dugi_gotoff_ashr
Beginner
727 Views

I have 30 randomly having the issue described...

Alberto_R_Intel
Moderator
480 Views

Hello exile, I just received an update on this matter.


In order to attempt to fix the shutdown issue of the Intel® NUC, please try a clean installation of the latest generic Intel® graphics driver version 31.0.101.3222/31.0.101.2111 following the instructions in the links below:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html


Regards,

Albert R.


Intel Customer Support Technician



exile
Novice
454 Views

Thanks for the update. Do I also need to move to BIOS 046, or can I stay on BIOS 042?

n_scott_pearson
Super User Retired Employee
447 Views

Since the BIOS Update package also updates the Video BIOS (which performs the initialization of the graphics engine) and to the extent possible you want to keep it in sync with the graphics driver in use, I will be updating the BIOS package as well.

Now, in this particular case, the BIOS 46 package also contains updates that, once installed, will prevent downgrade to any previous BIOS versions. If you are concerned about there being any issues in BIOS 46 that will inconvenience you, you might want to stay where you are, try out the driver, and only upgrade to BIOS 46 once other folks have had a chance to play with it and identify any issues. Of course, if everyone takes this tact, BIOS 46 won't get the coverage that it should before you do pull the trigger.

It's up to you...

...S

Alberto_R_Intel
Moderator
410 Views

Hello exile, I just wanted to check if you were able to do a clean installation of the latest generic Intel® graphics driver version 31.0.101.3222/31.0.101.2111 and if you still need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


exile
Novice
360 Views

Thanks! All seems good with the new driver so far. This ticket can be closed

Alberto_R_Intel
Moderator
353 Views

Hello exile, You are very welcome, thank you very much for your response.


Perfect, excellent, it is great to hear that everything with the Intel® NUC is working properly after installing the new driver. It should work with no problems from now on.


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


Regards,

Albert R.


Intel Customer Support Technician


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