A
Alex-V-A
Guest
A customer's Intel NUC (model 8i7BEH1) running Windows 10 Pro 1809 randomly goes to sleep or hibernates (unclear which) for no apparent reason. This is despite having a custom power profile set with sleep off, hibernate off, HDD always on, display always on. The user is forced to wake the computer and log back in; her main line of business application, having lost network connectivity, has to be restarted. The NUC is on a UPS, but the problem occurs regardless of whether or not a UPS is present. At no point does the system experience a fatal error/BSOD.
Here's what we've tried so far (some steps slightly out of order):
-Checked event log, which shows the computer returning from a low power state but not entering a low power state.
-Powercycled the NUC, and the switch it's connected to.
-Moved the UPS to a different power outlet
-Updated the NIC drivers
-Ran memory diagnostics, passed
-Updated BIOS and firmware
-Replace network cable going from pc to switch, and replaced network cable going from switch to wall
-Replaced the switch
-Plugged NUC directly into outlet, bypassing UPS
-Replaced the power supply
-Create custom power optionsL: turn everything off, no sleep, no hibernate, everything is set to off
-Replaced UPS
-Replaced the keyboard
-Updated the display driver
-Pulled NUC to different physical location miles away - 2 days offsite, problem does not occur
-Ran Intel Diagnostics utility while in the office, no issues found
-Installed Intel driver utility, confirms all drivers are up to date
[Return to customer]
-Works fine for almost a week 4/26/19 - 5/2/19 no problems
-5/3/19 the issue has returned, not as frequent but still random and intermittent
-Setup network availability monitoring (using Paessler's PRTG)- devices on the same switch remain available while this NUC randomly and intermittently goes offline.
-Again, the event logs indicate returning from low power state but never entering a low power state.
What could be causing this? What should we try next?
More...
Here's what we've tried so far (some steps slightly out of order):
-Checked event log, which shows the computer returning from a low power state but not entering a low power state.
-Powercycled the NUC, and the switch it's connected to.
-Moved the UPS to a different power outlet
-Updated the NIC drivers
-Ran memory diagnostics, passed
-Updated BIOS and firmware
-Replace network cable going from pc to switch, and replaced network cable going from switch to wall
-Replaced the switch
-Plugged NUC directly into outlet, bypassing UPS
-Replaced the power supply
-Create custom power optionsL: turn everything off, no sleep, no hibernate, everything is set to off
-Replaced UPS
-Replaced the keyboard
-Updated the display driver
-Pulled NUC to different physical location miles away - 2 days offsite, problem does not occur
-Ran Intel Diagnostics utility while in the office, no issues found
-Installed Intel driver utility, confirms all drivers are up to date
[Return to customer]
-Works fine for almost a week 4/26/19 - 5/2/19 no problems
-5/3/19 the issue has returned, not as frequent but still random and intermittent
-Setup network availability monitoring (using Paessler's PRTG)- devices on the same switch remain available while this NUC randomly and intermittently goes offline.
-Again, the event logs indicate returning from low power state but never entering a low power state.
What could be causing this? What should we try next?
More...