XTU hotkey pairing not saving

[Alzatan]

Hi all, whenever I hit save after creating hotkey pairing for an XTU profile, all my previously created pairings disappear and it reverts to disabling hotkeys.

Also, it would be good if you give us the option to automatically apply a profile upon system startup rather thank having to hot-key it.

XTU version 7.8.1.20

[Alberto_R_Intel]

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

In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

What is the model of the Intel® processor?

What is the model of the motherboard?

If this is a laptop, what is the model of it?

Is this a new computer?

When did you build/purchase it?

Was the Intel® XTU tool working fine before without the issue related to the hotkeys you are describing?

If yes, when did the issue start?

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

Which 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=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[Alzatan]

Hello,

it is a NUC11BTMi9 system. The computer is a bit less than 1 year old, purchased in November 2021.

I never tried to use the hotkey feature of XTU before, and I am running it on Windows 10 21H2 build 19044.1949

Report attached

[Alberto_R_Intel]

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

In this case, it is important to mention, as shown in the SSU report, that the Intel® NUC 11 Extreme Kit - NUC11BTMi9 works with Intel® Core™ i9-11900KB processor:

https://ark.intel.com/content/www/us/en/ark/products/208222/intel-nuc-11-extreme-kit-nuc11btmi9.html

So, as you can verify in the links below, the processor is not listed as supported by the Intel® XTU tool, which can result in these types of issues with the profiles and the hotkey pairing:

https://www.intel.com/content/www/us/en/support/articles/000057552/processors/intel-core-processors.html

https://www.intel.com/content/www/us/en/download/17881/intel-extreme-tuning-utility-intel-xtu.html?wapkw=xtu

Still, I will do further research on this matter to confirm those facts. As soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

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

After reviewing the case we determine that actually, the Intel® Core™ i9-11900KB processor should be fully compatible with the Intel® XTU tool.

So, based on that, we will try to replicate the issue in our Intel® lab. For us to be able to do that, please provide a video with the steps and where we can see the issue that you are describing so we can try to duplicate it.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello Alzatan, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[Alzatan]

Hello, sorry it took me a while.

Yes I have now attached a video of the issue, I repeat the same steps twice and in both cases when I hit "save" it deletes my hotkey bindings

[Alberto_R_Intel]

Hello Alzatan, No problem at all, thank you very much for providing the video.

Perfect, we will now continue with our research on this matter. Once I get any results, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello Alzatan, I just wanted to let you know that we are still working on this matter and we will provide the results as soon as they become available.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

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

While we are still working on this case, there is a newer version of the Intel® XTU tool 7.9.0.24, could you please test it and let us know the results once you get the chance?

https://www.intel.com/content/www/us/en/download/17881/intel-extreme-tuning-utility-intel-xtu.html?wapkw=xtu

Just in case, here you have "How to Uninstall the Intel® Extreme Tuning Utility (Intel® XTU)":

https://www.intel.com/content/www/us/en/support/articles/000032459/processors/processor-utilities-and-programs.html

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello Alzatan, I just wanted to check if you were able to test Intel® XTU tool 7.9.0.24 and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[Alzatan]

Hello Albert,

indeed the latest update has resolved the bug. Thank you very much for your assistance.

The case can be resolved now

[Alberto_R_Intel]

Hello Alzatan, You are very welcome, thank you very much for sharing those results.

Perfect, we are glad to know that the issue got fixed after installing Intel® XTU version 7.9.0.24. 

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

Regards,

Albert R.

Intel Customer Support Technician