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Jeffrey2019
Novice
559 Views

after post hangs after reboot -- hades NUC & thunderbolt 3 display.

It is intel hades NUC(NUC8i7HVB) with latest BIOS version(0059).

Everytime I reboot the machine, it always hang after post, only a mouse arrow displayed in the center of the screen. I can do nothing except forcely power-off the NUC.

 

To be more precise, if 'BIOS Setup Auto-Entry' is enabled, hangs occurs right after pressing ESC key and before windows boot menu is displayed.

 

And, hanging repeats until I unplug and plug in thunderbolt 3 display(LG 5K).

 

  1. Both windows and linux installed in the machine.
  2. There is no issue if only HDMI display connected.
  3. It occurs when only thunderbolt 3 display connected.
  4. It won't occur if {Thunderbolt Security Level} sets to DP++ only mode, but embeded speaker&camera will lost.
  5. After restore(unplug and plug thunderbolt 3 display), it won't occur if shutdown action instead of restart.

 

 

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8 Replies
Leonardo_C_Intel
Moderator
435 Views

Hello Jeffrey2019

 

Thank you for posting in the Intel Community.

 

Where are you making this change {Thunderbolt Security Level} sets to DP++ only mode?

You mentioned that you have installed two operating systems, what operating system did you install first?

Please attach to this thread the TXT file the Intel® System Support Utility will generate: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Steps to save the report:

1-   Run the utility.

2-   Click on “Scan” to get the scanned system.

3-   Once the scan is complete click on “next”.

4-   Use the “save” option, save the report to your desktop.

5-   To attach a file, you must click the “Attach” option on the bottom left-hand corner of the response box.

 

 

Regards,

Leonardo C.

Leonardo_C_Intel
Moderator
435 Views

Hello Jeffrey2019

 

·       Is there any particular reason for you to use the BIOS Setup Auto-Entry' is enabled on the system?

·       Can you try testing the system with default BIOS settings? Do you have the same hang issue?

·       Is it possible for you to attach a video of the hang issue?

·       Have you tried the system using lower resolutions (4K or less) in the thunderbolt display?

 

Regards,

Leonardo C.

 

Intel Customer Support Technician

Jeffrey2019
Novice
435 Views

Hello Leonardo

Good day!

 

  • There is no any partitcular reason to use BIOS Setup Auto-Entry, I enable it only to let you better understand which phase the issue occurs.
  • Tried, no difference.
  • I can't repeat it now as I have rebuilt the system but met a slight different hang up issue.
  • Yes. no diffference.

 

In the past weekend, I re-built the system many times, and met lots of issues.

I purchased a second SSD, one for windows 10, one for Linux.

 

Issue #1: Non bootable disk found error

With the 2nd SSD disabled in the BIOS or removed the SSD from the system thoroughly, during the win 10 setup, at the 2nd reboot, there is no bootable disk found error. I can do nothing except enable internal EFI in BIOS and boot into the SSD via command in internal EFI shell.

 

In this way, I complete the win 10 setup, and I must use EasyUEFI software to rebuild the EFI system partition so that the NUC boot win 10 directly from SSD.

Before I rebuild EFI partition, the status of 'Windows Boot Manager' entry in EasyUEFI is hidden.

 

I rebuilt the system many times and everytime the same result.

 

 

Issue #2: System auto reboot during the 'Radeon RX Vega M GH Graphics Card' driver installation.

Different from before, Intel doesn't provide driver for Vega graphic card any more, user must download Vega graphics driver from AMD website.

During the installation, the system always crash and auto reboot.

One time, system totally crashed and I must rebuild the system again.

If the system still works after reboot, there is no 5K resolution choice option at all.

Workable way to install Vega driver is that installing the driver in windows device manager, instead of execute setup file.

The full installation file name I used is: 'win 10-radeon-software-adrenalin-2020-edition-20.2.2-mar5.exe', WHQL certified.

 

Issue #3: hang at boot if any key is pressed with thunderdbolt display.

During the system boot or reboot, if any key is pressed(for example, F1 or F10), the booting precess hangs at Fn display window.

That means, I must find a HDMI display to enter BIOS setup or select boot entry.

Only thing I can do to restore is unplug and plug thunderbolt 3 cable and do nothing during the BIOS booting.

I am sure this issue doesn't exist before. I guess the crash during vega driver installation bring the issue.

Update 1: experienced hangs at boot(not restart) with no any key pressed. Unplug and plug thunderbolt 3 solved the issue.

 

Issue #4: Display Resolution randomly varies during the sytem reboot.

Screen resolution change at each reboot, roaming between 3840 x 2160, 5K or 2560.

Sometimes, there are two displays in the system settings though only one thunderbolt 3 5K display attached, which cause you can't see any window as the window is in hidden display, and you must use Win + Space + M key to move the window to the real display.

 

 

I made at least 10 system re-rebuild tries and lots of times spent. It is really desperate.

 

Two thing are sure:

  • There is little compatibility test with thunderbolt display
  • There is little compatibility test other than windows.

 

 

Is there a tool to reset the NUC to factory default?

Not only BIOS firmware itself, but all writable data on the board, such as NVRAM, EFI configuration, etc.

 

I majored in compute science, I can do any test to solve issues.

 

Thank you very much!

 

Leonardo_C_Intel
Moderator
435 Views

Hello Jeffrey2019

 

You can try completing clearing the system setting by turning off the Intel® NUC unplug the power cable and opening the Intel® NUC in there you should see the CMOS cable (black and red cable) connected to the Intel® NUC's board, disconnect that cable from the motherboard (about 15 to 20 sec) then plug it back, put the Intel® NUC back together and test the unit,

 

Regards,

Leonardo C.

 

Intel Customer Support Technician

Jeffrey2019
Novice
435 Views

Hello Leonardo

Good Day!

 

Thanks for the response.

Tried to disconnect onboard battery to discharge CMOS, but unfortunately, things doesn't make different. I guess there is something else can't be reset to factory status via CMOS discharge.

 

Now, things get even worse, every reboot or boot after shutdown hangs, even no key pressed.

 

I must unplug and plug thunderbolt 3 cable to restore the nuc back to normal.

 

 

 

 

Leonardo_C_Intel
Moderator
435 Views

Hello Jeffrey2019

 

Thank you for the update, I am looking into your system report and I can see that you are currently running the BIOS 53, can you try completing the BIOS update to BIOS 0059, and checking for any pending updates on the Downloads for Intel® NUC Kit NUC8i7HVK (https://downloadcenter.intel.com/product/126143/Intel-NUC-Kit-NUC8i7HVK)

 

Regards,

Leonardo C.

 

Intel Customer Support Technician

Jeffrey2019
Novice
435 Views

Hello Leonardo

Good day!

 

Thanks for the response.

 

First of all, my hades NUC return to original issue status now after below procedures:

  1. Boot into windows, and run Intel SSU, in the report it says the version is 0053 as you found.
  2. Unplug thunderbolt 3 display and connect a old HDMI display.
  3. Boot into BIOS with F2 key pressed.
  4. I flashed the BIOS with version 0059.
  5. Unplug HDMI display and connect thunderbolt 3 display.
  6. Check IDSA and confirm all drivers are up-to-date.
  7. The system return to original issue status(after system reboot, system hangs after Press ESC key at BIOS Auto Setup Entry).

 

 

 

 

 

IDSA_Result.PNG

Jeffrey2019
Novice
435 Views

Hello Leonardo

Good day!

 

Bad things happened just now, the nuc become brick during another reboot(no signal after press ESC or F2 at Auto BIOS Setup Entry), I have opened a new case to trigger RMA.

 

Thank you for all the assistance.

 

Best wishes.

 

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