13 Replies Latest reply on Jul 11, 2018 1:56 PM by Intel Corporation

    NUC crashes with "Kernal Power" event

    DaniKrasno

      Every couple of hours my NUC5i7RYH crashes into blue screen on the following event:

      I updated the BIOS to latest version, I don't have power failures in my house, but still I moved it to another plug to make sure it's not the plug.

      help anyone?

        • 1. Re: NUC crashes with "Kernal Power" event
          N.Scott.Pearson

          You will always see one of these events when Windows detects that the previous boot of Windows was abnormally terminated (not shutdown properly). Thus, it is perfect normal to see this event after a BSOD, system reset or power loss.

           

          What we need to be looking at is the reason behind the BSOD. Whenever a BSOD occurs, a  crash dump file will be created. There are tools that you can use to create a file detailing the reason for the BSOD, what was running when this occurred, etc. You need to run one of these tools and provide us with the results. Alternatively, if you do not know how to do this, attach the crash dump file (which will be in the Windows folder) to a response posting and people here can look at it.

           

          Hope this helps,

          ...S

          • 2. Re: NUC crashes with "Kernal Power" event
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello DaniKrasno
            Thank you for contacting us.
            In order for me to assist you better, please provide me with the .txt file that the System Support Utility will generate. To attach a file, you must click the “Attach” option on the bottom right-hand corner of the response box.
            https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
            As well let us know, have you gathered any error messages or screenshots of the blue screens?
            Have you made any recent changes on your system? (hardware, software)
            I hope this helps.
            Best regards.
            Diego S.
             

            • 3. Re: NUC crashes with "Kernal Power" event
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello DaniKrasno,
              We just wanted to double check if you still need further assistance.
              Please do not hesitate on contacting us back.
              Best Regards,
              Diego S.
               

              • 4. Re: NUC crashes with "Kernal Power" event
                DaniKrasno

                Hi,

                I'm actually getting the NUC stuck at some point, sometimes it's going to blue screen (attached, which also gets stuck and never finishes), and sometimes it's not even reaching the blue screen.

                this does not correlate to system under stress or heating.

                it sometimes happens in the middle of the night, 90% of nights that I leave the computer on Hibernate\on I wake up and it's on black DOS screen (attached) saying it can't find the boot drive (i just reset the computer and then it works)

                attached is sys info.

                • 5. Re: NUC crashes with "Kernal Power" event
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello DaniKrasno
                  Thank you for your response.
                  I can see that as you shared, the unit is presenting blue screens with more frequency.
                  In this case let’s first try to recover the BIOS of the machine to a previous version so we can discard the BIOS as the root of the issue, through the jumper method specified here: https://www.intel.com/content/www/us/en/support/articles/000005532/mini-pcs.html
                  Here you will find the previous version of your BIOS:
                  https://downloadcenter.intel.com/download/27230/NUCs-BIOS-Update-RYBDWi35-86A-
                  As well, the fact that the unit shows an error related to your boot drive caught our attention as this is not a normal behavior at all.
                  Once that the BIOS is recovered please go ahead and access the BIOS  by pressing F2 at booting and press the f9 key so you can load the defaults of your machine, press f10 to save the changes.
                  After loading defaults, please go ahead and perform a test of your SSD with our Intel® Solid State Drive Toolbox and let us know the results:
                  https://downloadcenter.intel.com/download/27656/Intel-Solid-State-Drive-Toolbox
                  Another thing that we would like you to try is to use the Use the Microsoft* System File Checker tool to repair missing or corrupted system files.
                  At the command prompt, type the following command, and then press ENTER:
                   
                  sfc /scannow
                   
                  Please let us know if you see any error message after the command is done.
                  I hope to hear from you soon.
                  Best regards.
                   
                  Diego S.
                   

                  • 6. Re: NUC crashes with "Kernal Power" event
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello  DaniKrasno,
                    We just wanted to double check if you still need further assistance.
                    Please do not hesitate on contacting us back.
                    Best Regards,
                    Diego S.
                     

                    • 7. Re: NUC crashes with "Kernal Power" event
                      DaniKrasno

                      Hi Diego,

                      sorry for the late response as I was away on travel.

                      I restored the bios with jumper method to the version you suggested.

                      set to default on the bios and saved.

                      ran the ssd utility - image attched, basically all fine.

                      i'm running a full diagnostic check now and then i will run the file system scan.

                       

                      will keep you updated soon as I finish.

                      thanks Diego.

                       

                      • 8. Re: NUC crashes with "Kernal Power" event
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello DaniKrasno,
                        Thank you for your response, please let us know, we are going to be waiting for your response.
                        Regards,
                        Diego S.

                        • 9. Re: NUC crashes with "Kernal Power" event
                          DaniKrasno

                          both SSD Utility and scan passed:

                          C:\WINDOWS\system32>sfc /scannow

                           

                           

                          Beginning system scan.  This process will take some time.

                           

                           

                          Beginning verification phase of system scan.

                          Verification 100% complete.

                           

                           

                          Windows Resource Protection did not find any integrity violations.

                          SSDUtility.PNG

                          • 10. Re: NUC crashes with "Kernal Power" event
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello DaniKrasno,
                              Thank you for your response.
                            In this case, based on the results of the tests, the functionality of your storage units seem to be healthy.
                            We would like you to stress and test your CPU by using the Intel® Processor Diagnostic Tool found here:
                            https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool
                            Please attach the results so we can perform further research.
                            In addition, if by any chance you have another hard drive, you can perform a temporary Windows* clean installation on it, to see if the unit shows the same behavior.
                            I hope this helps, please let us know the outcome.
                            Regards,
                            Diego S.
                             

                            • 11. Re: NUC crashes with "Kernal Power" event
                              DaniKrasno

                              Done. all is well.

                              so do you have a diagnosis?

                               

                              --- IPDT64 - Revision: 4.1.0.27

                              --- IPDT64 - Start Time: 05/07/2018 23:33:52

                               

                               

                              ----------------------------------------------

                              -- Testing

                              ----------------------------------------------

                              CPU 1 - Genuine Intel - Pass.

                              CPU 1 - BrandString - Pass.

                              CPU 1 - Cache - Pass.

                              CPU 1 - MMXSSE - Pass.

                              CPU 1 - IMC - Pass.

                              CPU 1 - Prime Number - Pass.

                              CPU 1 - Floating Point - Pass.

                              CPU 1 - Math - Pass.

                              CPU 1 - GPUStressW - Pass.

                              CPU 1 - CPULoad - Pass.

                              CPU 1 - CPUFreq - Pass.

                              CPU 1 - PCH - Pass.

                              CPU 1 - SPBC - Pass.

                               

                               

                              IPDT64 Passed

                              --- IPDT64 - Revision: 4.1.0.27

                              --- IPDT64 - End Time: 05/07/2018 23:38:02

                               

                               

                              ----------------------------------------------

                              PASS

                              • 12. Re: NUC crashes with "Kernal Power" event
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                Hello DaniKrasno
                                  Thank you for your response.
                                Based on the behavior of your machine, we can discard your CPU and storage as the cause of the Kernel Power event and BSODs.
                                Blue screens are often related to a defective memory module, so in order to continue please remove and reinstall the memory modules to make sure they are fully seated in the sockets.
                                If you installed one memory module in an Intel NUC that has two memory slots, try moving it to the other memory slot. Make sure to test slot one, closest to the motherboard. You can test an extra module (if possible) as well.
                                If after testing the memory troubleshooting the error is still present, we strongly recommend you to perform a clean OS installation in order to isolate the issue.
                                 
                                I hope this helps, please let us know the outcome.
                                Regards,
                                Diego S.
                                 

                                • 13. Re: NUC crashes with "Kernal Power" event
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                   
                                   
                                  Hello DaniKrasno,
                                  We just wanted to double check if you still need further assistance.
                                  Please do not hesitate on contacting us back.
                                  Best Regards,
                                  Diego S.