7 Replies Latest reply on Sep 28, 2018 1:06 PM by Intel Corporation

    NUC6I5SYH  WHEA_UNCORRECTABLE_ERROR

    cloudhuang76

      Hi Guys

          I just met the error of WHEA_UNCORRECTABLE_ERROR,   once i login into win10,  the system will reboot.  i have tried below steps.

          1),  re-installled win10,  the issuse still existing.

          2),  update BIOS version to 0068,  the issuse still existing.

          my product serial number:  G6SY60800J44,  SA#: H87090-502

          if it's a hardware problem, how/where can i send to repair it?  thanks.

        • 1. Re: NUC6I5SYH  WHEA_UNCORRECTABLE_ERROR
          lw1948

          What was the bios version on your NUC when this failure happened (before updating to ver 0068)?

           

          Leon

          • 2. Re: NUC6I5SYH  WHEA_UNCORRECTABLE_ERROR
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            : Thank you for joining the Intel communities.

             

            If you are looking for warranty options, please contact the contact center in your region:
            https://www.intel.cn/content/www/cn/zh/support/contact-support.html?_ga=2.120268808.1629575928.1538074662-823104822.1537478314

             

            Be prepared to provide the Intel® NUC markings and a copy of the proof of purchase/invoice:
            https://www.intel.com/content/www/us/en/support/articles/000005804/mini-pcs.html

             

            We recommend to confirm the Intel® NUC is using supported components and the latest BIOS, details found here:
            https://ark.intel.com/products/89190/Intel-NUC-Kit-NUC6i5SYH?q=NUC6i5SYH

             

            We can see in our data base that there is a case already created for you, please verify it since we send you some notifications in order for you to communicate with the contact center in your region.

             

            Regards,
            Alberto R.

             

            Intel Customer Support Technician
            Under Contract to Intel Corporation

            • 3. Re: NUC6I5SYH  WHEA_UNCORRECTABLE_ERROR
              cloudhuang76

              Thanks for your quickly response.

              My previous BIOS version is 0028(before updating to 0068),  and I also used memtest86+(5.00b1) to test memory, there is no errors.

               

              Below is the log of using  windbg to dump crash file.  (I copied the memory.dmp file from NUC to my laptop, and then use windbg to analysis it)  

               

               

               

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

               

              Microsoft (R) Windows Debugger Version 10.0.18206.1001 AMD64

              Copyright (c) Microsoft Corporation. All rights reserved.

               

               

              Loading Dump File [D:\MEMORY.DMP]

              Kernel Bitmap Dump File: Kernel address space is available, User address space may not be available.

               

               

              ************* Path validation summary **************

              Response Time (ms) Location

              Deferred srv*

              Symbol search path is: srv*

              Executable search path is:

              Windows 10 Kernel Version 17134 MP (4 procs) Free x64

              Product: WinNt, suite: TerminalServer SingleUserTS

              Built by: 17134.1.amd64fre.rs4_release.180410-1804

              Machine Name:

              Kernel base = 0xfffff801`78e9e000 PsLoadedModuleList = 0xfffff801`7924c170

              Debug session time: Thu Sep 27 18:12:54.892 2018 (UTC + 8:00)

              System Uptime: 0 days 0:02:22.166

              Loading Kernel Symbols

              .....................................Page 200243ae0 too large to be in the dump file.

              Page 200265adf too large to be in the dump file.

              ..........................

              ................................................................

              ................................................

              Loading User Symbols

               

              Loading unloaded module list

              .......

              *******************************************************************************

              * *

              * Bugcheck Analysis *

              * *

              *******************************************************************************

               

              Use !analyze -v to get detailed debugging information.

               

              BugCheck 124, {0, ffffe40839228028, fe200040, 8117a}

               

              Probably caused by : GenuineIntel

               

              Followup: MachineOwner

              ---------

               

              nt!KeBugCheckEx:

              fffff801`79046ca0 48894c2408 mov qword ptr [rsp+8],rcx ss:0018:ffffa282`00ceeaf0=0000000000000124

              1: kd> !analyze -v

              *******************************************************************************

              * *

              * Bugcheck Analysis *

              * *

              *******************************************************************************

               

              WHEA_UNCORRECTABLE_ERROR (124)

              A fatal hardware error has occurred. Parameter 1 identifies the type of error

              source that reported the error. Parameter 2 holds the address of the

              WHEA_ERROR_RECORD structure that describes the error conditon.

              Arguments:

              Arg1: 0000000000000000, Machine Check Exception

              Arg2: ffffe40839228028, Address of the WHEA_ERROR_RECORD structure.

              Arg3: 00000000fe200040, High order 32-bits of the MCi_STATUS value.

              Arg4: 000000000008117a, Low order 32-bits of the MCi_STATUS value.

               

              Debugging Details:

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

               

               

              KEY_VALUES_STRING: 1

               

               

              STACKHASH_ANALYSIS: 1

               

              TIMELINE_ANALYSIS: 1

               

               

              DUMP_CLASS: 1

               

              DUMP_QUALIFIER: 401

               

              BUILD_VERSION_STRING: 17134.1.amd64fre.rs4_release.180410-1804

               

              SYSTEM_MANUFACTURER: 

               

              SYSTEM_PRODUCT_NAME: 

               

              SYSTEM_SKU: 

               

              SYSTEM_VERSION: 

               

              BIOS_VENDOR: Intel Corp.

               

              BIOS_VERSION: SYSKLi35.86A.0068.2018.0731.1128

               

              BIOS_DATE: 07/31/2018

               

              BASEBOARD_MANUFACTURER: Intel corporation

               

              BASEBOARD_PRODUCT: NUC6i5SYB

               

              BASEBOARD_VERSION: H81131-502

               

              DUMP_TYPE: 1

               

              BUGCHECK_P1: 0

               

              BUGCHECK_P2: ffffe40839228028

               

              BUGCHECK_P3: fe200040

               

              BUGCHECK_P4: 8117a

               

              BUGCHECK_STR: 0x124_GenuineIntel

               

              CPU_COUNT: 4

               

              CPU_MHZ: 708

               

              CPU_VENDOR: GenuineIntel

               

              CPU_FAMILY: 6

               

              CPU_MODEL: 4e

               

              CPU_STEPPING: 3

               

              CPU_MICROCODE: 6,4e,3,0 (F,M,S,R) SIG: C6'00000000 (cache) C6'00000000 (init)

               

              BLACKBOXBSD: 1 (!blackboxbsd)

               

               

              BLACKBOXPNP: 1 (!blackboxpnp)

               

               

              DEFAULT_BUCKET_ID: WIN8_DRIVER_FAULT

               

              PROCESS_NAME: System

               

              CURRENT_IRQL: f

               

              ANALYSIS_SESSION_HOST: HY

               

              ANALYSIS_SESSION_TIME: 09-28-2018 06:38:00.0744

               

              ANALYSIS_VERSION: 10.0.18206.1001 amd64fre

               

              STACK_TEXT: 

              ffffa282`00ceeae8 fffff801`78e51520 : 00000000`00000124 00000000`00000000 ffffe408`39228028 00000000`fe200040 : nt!KeBugCheckEx

              ffffa282`00ceeaf0 fffff803`c6ca14ba : ffffe408`39228028 ffffe408`37edbd40 ffffe408`37edbd40 ffffe408`37edbd40 : hal!HalBugCheckSystem+0xd0

              ffffa282`00ceeb30 fffff801`7915ccd1 : ffffe408`39228028 00000000`00000000 ffffe408`37edbd40 ffffe408`37edbd40 : PSHED!PshedBugCheckSystem+0xa

              ffffa282`00ceeb60 fffff801`78e52c60 : 00000000`00000728 00000000`00000001 00000000`00000000 00000000`00000000 : nt!WheaReportHwError+0x261

              ffffa282`00ceebc0 fffff801`78e52fc0 : 00000000`00000010 ffffe408`37edbd90 ffffa282`00ceed68 00000000`00000001 : hal!HalpMcaReportError+0x50

              ffffa282`00ceed10 fffff801`78e52eae : ffffe408`37d24800 00000000`00000001 00000000`00000000 00000000`00000000 : hal!HalpMceHandlerCore+0xe0

              ffffa282`00ceed60 fffff801`78e530f2 : 00000000`00000004 00000000`00000001 00000000`00000000 00000000`00000000 : hal!HalpMceHandler+0xda

              ffffa282`00ceeda0 fffff801`78e53390 : ffffe408`37d24800 ffffa282`00ceefd0 00000000`00000000 00000000`00000000 : hal!HalpMceHandlerWithRendezvous+0xce

              ffffa282`00ceedd0 fffff801`7905523b : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : hal!HalHandleMcheck+0x40

              ffffa282`00ceee00 fffff801`79054eff : 00000000`00000000 fffff801`79054e7e 00000000`00000000 00000000`00000000 : nt!KxMcheckAbort+0x7b

              ffffa282`00ceef40 fffff803`cb3f13f3 : fffff803`cb3f13b4 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiMcheckAbort+0x1bf

              ffffcf80`11a2f5e8 fffff803`cb3f13b4 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00001710 : intelppm!MWaitIdle+0x23

              ffffcf80`11a2f5f0 fffff801`78ef1e8f : 00000000`00000000 00000000`0000001f ffffa282`00ce8ec8 00000000`0ee95e36 : intelppm!AcpiCStateIdleExecute+0x24

              ffffcf80`11a2f620 fffff801`78ef0e05 : 00000000`00000003 00000000`00000002 00000000`00000000 00000000`00000008 : nt!PpmIdleExecuteTransition+0xeff

              ffffcf80`11a2fa00 fffff801`7904a3ac : ffffffff`00000000 ffffa282`00ce3180 ffffa282`00cf3100 ffffe408`3c5e4080 : nt!PoIdle+0x345

              ffffcf80`11a2fb60 00000000`00000000 : ffffcf80`11a30000 ffffcf80`11a29000 00000000`00000000 00000000`00000000 : nt!KiIdleLoop+0x2c

               

               

              THREAD_SHA1_HASH_MOD_FUNC: 59e9e43a47d77c1821bd0dcaa629b8864b0a3695

               

              THREAD_SHA1_HASH_MOD_FUNC_OFFSET: 9b3580dade932aecdb23076fc15f1b9e5f95401b

               

              THREAD_SHA1_HASH_MOD: e009adc9bacbf3448800bf42f66b4f3b1a2af526

               

              FOLLOWUP_NAME: MachineOwner

               

              MODULE_NAME: GenuineIntel

               

              IMAGE_NAME: GenuineIntel

               

              DEBUG_FLR_IMAGE_TIMESTAMP: 0

               

              STACK_COMMAND: .thread ; .cxr ; kb

               

              FAILURE_BUCKET_ID: 0x124_GenuineIntel_MEMORY__UNKNOWN

               

              BUCKET_ID: 0x124_GenuineIntel_MEMORY__UNKNOWN

               

              PRIMARY_PROBLEM_CLASS: 0x124_GenuineIntel_MEMORY__UNKNOWN

               

              TARGET_TIME: 2018-09-27T10:12:54.000Z

               

              OSBUILD: 17134

               

              OSSERVICEPACK: 0

               

              SERVICEPACK_NUMBER: 0

               

              OS_REVISION: 0

               

              SUITE_MASK: 272

               

              PRODUCT_TYPE: 1

               

              OSPLATFORM_TYPE: x64

               

              OSNAME: Windows 10

               

              OSEDITION: Windows 10 WinNt TerminalServer SingleUserTS

               

              OS_LOCALE: 

               

              USER_LCID: 0

               

              OSBUILD_TIMESTAMP: 2018-08-03 11:10:45

               

              BUILDDATESTAMP_STR: 180410-1804

               

              BUILDLAB_STR: rs4_release

               

              BUILDOSVER_STR: 10.0.17134.1.amd64fre.rs4_release.180410-1804

               

              ANALYSIS_SESSION_ELAPSED_TIME: 5a5

               

              ANALYSIS_SOURCE: KM

               

              FAILURE_ID_HASH_STRING: km:0x124_genuineintel_memory__unknown

               

              FAILURE_ID_HASH: {e32a3cc4-0d13-26fb-8fd1-3728ee78709b}

               

              Followup: MachineOwner

              ---------

              • 4. Re: NUC6I5SYH  WHEA_UNCORRECTABLE_ERROR
                lw1948

                Hello cloudhuang76 ,

                The reason for asking what was the Bios version before updating to ver 0068 was that it very well known, that in the beginning NUC6i5SYH suffered from WHEA_UNCORRECTABLE_ERROR . This error was caused by failure in Power Supply circuitry in this NUC. The initialization of Power Supply Regulator was fixed in ver 0042 of Bios. Since then, this NUC is very stable and work goo. However, since you have never updated Bios, most probably your NUC has hardware failure and you can not fix it.  In this case my advice is to follow Alberto's instruction and issue support requast for RMA. Your NUC will be replaced.

                 

                Leon

                 

                1 of 1 people found this helpful
                • 5. Re: NUC6I5SYH  WHEA_UNCORRECTABLE_ERROR
                  cloudhuang76

                  Hi Leon

                      Your response is very helpful.

                      Could you please tell me the procedure of the replacement or repairing?   is there a link address?

                  • 6. Re: NUC6I5SYH  WHEA_UNCORRECTABLE_ERROR
                    lw1948

                    Here you will find all the information: Warranty Information for Intel® NUC Products

                                                             and Warranty Information

                                                             and Warranty Process for Intel® Boxed Processors

                     

                     

                    Leon

                    • 7. Re: NUC6I5SYH  WHEA_UNCORRECTABLE_ERROR
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello cloudhuang76

                      You already have several cases escalated for a warranty request.
                      Please reply to the email you received today so that we can route you to the correct contact center for your region and start the process. 
                      Be sure to respond with the unit markings [ Identify Your Intel® NUC ] , your shipping address and call back number.
                      I will also send you a Private Message with the case number as confirmation.  

                      Regards, 
                      Pat S
                      Intel Customer Support Technician
                      Under Contract with Intel Corporation