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Community Manager
6,497 Views

whea_uncorrectable_error

Since a couple of days I have an NUC6i5SYH. Up to now (unfortunately) not a very pleasant experience. After freezes, reboots, M.2 ssd not found etc.etc. I just got a whea_uncorrectable_error and a booting loop.

My setup is;

Samsung SODIMM DDR4-2133 8GB

Samsung Evo 850 m.2 ssd 240gb

Samsung Evo 850 sata ssd 500gb

Don't know what to do any more.

Any suggestions?

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Moderator
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Intel has characterized the "WHEA UNCORRECTABLE ERROR" issue on the Intel® NUC Kits that have been returned to Intel. Intel has released BIOS 0042 which correctly initializes the voltage regulator and eliminates the electrical over-voltage which has been proven to cause the "WHEA UNCORRECTABLE ERROR" issue. Customers who continue to experience the "WHEA UNCORRECTABLE ERROR" issue are encouraged to contact http://www.intel.com/content/www/us/en/support/contact-support.html Intel Customer Support.

Intel recommends customers update the Intel NUC to BIOS version 0042. Systems with a product number of SAxxxxxx-503 or later, or systems with a blue dot label added to the Intel NUC and the outer box, have already been updated to BIOS version 0042.

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Beginner
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Has anyone actually successfully managed to submit a support request to Intel? I have tried several times today, with different browsers. Every time, I get the following error:

We can't log you in. Check for an invalid assertion in the SAML Assertion Validator (available in Single Sign-On Settings) or check the login history for failed logins.

This is despite being able to view my account, etc. and post to forums.

I have upgraded to BIOS version 0044 on my NUC6i5SYH. I still get the WHEA_UNCONTROLLABLE ERROR.

What is more worrying is Intel's lack of ability to process any help desk request.

Intel, what do I do now?

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Employee
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Shentz I have sent you a private message.

Allan.

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Moderator
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Hi Shentz

I am sorry to hear that you had issues when trying to open a ticket with support.

Where you trying to use our online service request tool https://customercare.intel.com/?lang=en-US https://customercare.intel.com/?lang=en-US ?

Please confirm.

Hi Allan,

I am going to be out for about a week, can you please follow up on it?

Thanks,

Ronny G

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Employee
23 Views

Sure, I will keep an eye on this case.

Allan.

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Employee
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Shentz Did you check the private message?

Allan.

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Beginner
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Hi Allan

Thanks for your message. I got in touch with Intel as you suggested and my unit has now been sent back. I've just received notification that the replacement is already on the way. Fingers crossed that it works!!

Thanks

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Employee
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Shentz. Great information, please let me know if you need further assistance.

Allan.

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Community Manager
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Dear Allan,

Just recently been having WHEA errors on my NUC6i5SYH.

As this post is telling me to update my Bios, I did the update to version 0051(latest).

Currently the error doesn't appear on the screen, but the system is on a continual reboot.

I only get to see the log-in screen for 5 sec, until my screen turns black.

Please let me know what I can do.

Thanks,

Jeroen

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Employee
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That's unfortunate. At this stage, if you already updated the bios and the problem continues, the next step would be replacing the NUC.

Please contact Intel warranty team at http://http//www.intel.com/content/www/us/en/support/contact-support.html http://http//www.intel.com/content/www/us/en/support/contact-support.html

Make sure to select Intel® NUC area.

 

Allan.
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Beginner
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Maybe this is less interesting now but I have an additional observation to the WHEA/NUC story. Until recently my NUC6i5SYH has worked flawlessly. A few days ago I started seeing WHEA_UNCORRECTABLE_ERROR messages and based on the info in these forums I updated my BIOS to the latest version (0054). Now when the system is on for a few minutes it starts rebooting with the WHEA_UNCORRECTABLE_ERROR message. It was not easy but finally I was able to do a clean Win 10 install with default BIOS settings. When the system is cold it usually boots up and works for a few minutes then crashes. The odd thing is, however, if I start a prime95 torture test right after boot it never crashes (run it flawlessly for 2-3 hours) until I stop the prime95 stress test. Then WHEA error comes back. Anyway I plan to RMA the NUC but thought that this maybe useful for someone.

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Super User Retired Employee
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You will definitely have to have your NUC replaced. Once the WHEA error has occurred, it is permanent (it is an indication that a hardware failure has occurred).

BTW, you could have avoided this ever happening if you had updated your BIOS immediately after powering on your NUC for the first time. Everybody should always do this; I couldn't disagree more strongly with Intel's stance that this should only occur if proven necessary (sorry, I rant).

...S

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Community Manager
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Add me to the list of the WHEA error NUC's. Was running an older BIOS, 033 or 034, and had no idea this issue existed, or that I needed to do a BIOS update to prevent it from happening. Lasted about 9 months before the issue showed up. Tried to do a new Service Request via Intel's Support page, but upon hitting Submit I just get:

System Unavailable

Intel Customer Support Service Request Management is unavailable. We are actively working to resolve the system issue.

We apologize for any inconvenience this may cause and appreciate your patience.

- Intel Customer Support Team

Am I supposed to warranty it through Intel, or through the re-seller (Newegg)?

Thanks,

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Valued Contributor I
23 Views

I'd say this goes through Intel. The system unavailable issue has been existing for a long time, so pick up the Phone and give them a call.

They are aware of the issue and very probably will exchange your unit.

heg

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Community Manager
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Thanks, heg. Will do. Hopefully they will get a replacement shipped out quickly.

Mike

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