Occasional reboot stops at BIOS-password screen without user interaction.

PPUPPU New Member Posts: 4

Hello,

does anyone else encounter such a behavior? And more important, knows what it causes?

We have build around 80 customer advertising displays with the Up Board. Because it runs Windows, a hardened custom IoT build but nonetheless Windows ;), it has a nightly reboot scheduled. Sometimes the UpBoard, in some systems, hangs at the password screen (before you can enter the BIOS) that shows up after you hit F11 in the boot phase. This systems doesn't have a keyboard attached.

The Problem is that we can't repair that from outside, we have TeamViewer installed but that obviously doesn't work at this state.

Comments

  • AlingAling Administrator, AAEON, UP reseller Posts: 550 admin

    @PPU can you share which BIOS version you have? In newer BIOS version, the watchdog should reboot to resolve it.

  • PPUPPU New Member Posts: 4

    Thanks for the answer! After some days I got the Information from one of the Systems where we definitely had this Problem. There wasn't the newest BIOS, it has UPC1DM11. We updated it to DM17 and will do some tests. I report back if I know more.

  • PPUPPU New Member Posts: 4

    Hi.
    Now we know that some DM17 Systems our customers have that problem to. I have a Testsystem at home where I have DM17 on it. I tried the following BIOS settings: "Watchdog Function: Enables", "Timer in Second: 90", "Halt Timer: Disabled AND Enabled" (I thought Disabled is the right one, but I don't understand fully what which state does, especially none worked as I thought). In Windows 10 I have the watchdog service running and tested it successfully with a forced BSoD, it takes 10min to reboot. BUT when I forced the Password screen in the boot phase, with Del (for BIOS entry) or F7 (for Boot menu), I tried both with both "Halt Timer" settings, it stays there "forever" (or at at least 15min). It seams at this stage the watchdog doesn't work!?

  • DCleriDCleri Administrator, AAEON Posts: 880 admin

    By default watchdog settings are correct on BIOS DM17, so you shouldn’t change anything. If you did, please reset the BIOS to defaults.

    If you encounters issues this way, please explain the exact way of reproducing the issue, so that we can look into the issue if any.

    Hardware setup (including connected devices, PSU, etc.)
    Software setup (Windows version, drivers installed)
    Step to reproduce the issue (describe multiple if it is the case, e.g.: BIOS stuck at boot, Windows stuck after boot

    Thanks,

  • PPUPPU New Member Posts: 4

    I reset the BIOS to default (but the only thing I changed bevor was the WD Timeout and in 50% of the Tests the "Halt Timer" Variable).

    Yes, the problem persists.

    Hardware setup: UpBoard 4/32 (Passive Version), 4 Ampere PSU, Up WLAN Module, normally I have a Mini-LCD-Touch-Screen on the other USB/Serial port and NO USB Keyboard attached. A Monitor is connected on the HDMI output. Nothing else is connected. For this test I have additionally disconnected the WLAN and LCD module. The only things left are the HDMI Monitor and a USB Keyboard (which normally isn't connected but I can't force the password screen otherwise and the problematic "natural halt" there is very rare, which time wise is bad for testing).

    Software setup (I would say the Software is, for the given Problem, total irrelevant but nonetheless): Windows 10 IoT Enterprice LTSB x64, all the newest drivers from the Up homepage, AAEON Framework, AAEON Watchdog Service running. You can see this in the Screenshot (it was taken with my previous tests, before I disconnected the WLAN an LCD module).

    Steps to reproduce the issue:
    1. Unplug the PSU (and as explained all other devices, except a Monitor and a Keyboard).
    2. Replug the PSU.
    3. Spam Del-Key (alternatively I also tested the F7-Key, with the same result).
    ERROR. The Password-Promt stays there "forever".
    4. Hit Return-Key and exit the BIOS (or the Bootmenu) and Boot Windows.
    5. Test the normal Watchdog behavior by forcing a BSoD (right-Ctrl + 2*Scroll-Lock, which I have activated in the registry).
    WORKS. Needs 10 minutes but it rebooted the PC.
    6. Back in Windows, wait some minutes, execute a clean reboot.
    7. Spam Del-Key (alternatively I also tested the F7-Key, with the same result).
    ERROR. The Password-Promt stays there "forever".

    1-3 shows the problem.
    4-5 shows that the WD is indeed active.
    6-7 shows the problem even if the WD needs to be triggered by the WD-Task one time after a power loss to work in the boot phase to.

  • DCleriDCleri Administrator, AAEON Posts: 880 admin

    Hi @PPU

    Thanks for your feedback.
    We are looking into it.

    Can you please also provide information about the Board S/N, Board model (including ram, eMMC size) and eMMC type (you can get that from the BIOS menu)?

  • rogertsai(AAEON)rogertsai(AAEON) New Member Posts: 189 ✭✭✭

    @PPU said:
    Hi.
    Now we know that some DM17 Systems our customers have that problem to. I have a Testsystem at home where I have DM17 on it. I tried the following BIOS settings: "Watchdog Function: Enables", "Timer in Second: 90", "Halt Timer: Disabled AND Enabled" (I thought Disabled is the right one, but I don't understand fully what which state does, especially none worked as I thought). In Windows 10 I have the watchdog service running and tested it successfully with a forced BSoD, it takes 10min to reboot. BUT when I forced the Password screen in the boot phase, with Del (for BIOS entry) or F7 (for Boot menu), I tried both with both "Halt Timer" settings, it stays there "forever" (or at at least 15min). It seams at this stage the watchdog doesn't work!?

    The watchdog timer is used to protect the system against runaway software or hardware failures, and does not affect the normal operations of BIOS, e.g. DEL key to begin the BIOS Setup (password screen), F7 to boot device options (password screen) or any BIOS hot key. So this is normal.
    But if the system has failed to boot or eMMC storage undetected, the system will enter BIOS mode (password screen) and keep on waiting for your action

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