Black Screen with a Samsung 3840x2160

[VincentGR44]

Hello

My Intel NUC 13 works fine when I use a Samsung 1920x1080 or smaller

The problem is that I have a complete Black Screen when connecting my Intel NUC 13 Pro NUC13ANKi5 on a Samsung 3840x2160

Even the BIOS screen is not displayed so that I can do strictely nothing with this setup.

Could you give me any solution to solve this situation ?

Thanks in advance

Regards

VGR44

[JeanetteC_Intel]

Hello VincentGR44,

Thank you for posting in Intel Communities.

To get a better understanding of the issue and be able to provide an effective recommendation, please provide the missing key information here:

1) Is your system setup with Samsung previously works with 3840x2160 setup?

2) How is your Samsung display connected to your Intel NUC 13 Pro NUC13ANKi5?

• Via HDMI, DisplayPort or Thunderbolt port
• Are you using direct cables (e.g. HDMI to HDMI, etc.) or using converters/adapters/docks
• Cable Type used (e.g. HDMI 2.1, HDMI 2.0, DisplayPort 2.1, etc.)

3) What is the refresh rate and color depth/format is set when it goes black screen?

4) Please help share your SSU log file so we can check systems configuration for possible root cause. Download Intel® System Support Utility for Windows* software. When the download is complete, launch SSU.exe.

1. Scan: Ensure to check everything except for "Network".
2. Click Scan.
3. Review: When finished scanning, click Next.
4. Click Save (save as txt file)

Looking forward to your reply.

Best regards,

JeanetteC.

Intel Customer Support Technician

[VincentGR44]

Hello

I will try to answer as detailed as possible

1) I never tried this setup before (my 3840x2160 is new) My NUC works fine with a Samsung 1920x1080

2) I use HDMI cables

==> When the NUC is directely connected to te Samsung 3840x2160 it works fine

==> When ther NUC is connected thru a HDMI switch I have a black screen and can not see nothing (the same setup wotks fine with my windows laptop)

3) I do not know where finding the refresh rate and color depth

4) I installed linux ubuntu on my NUC so I can not use a windows software to achieve tgis test.

With my today's tests, I guess that the problem comes from the HDMI switch.

Could you advise me a specific model to use with my NUC please ?

Regards

Vincent

[JeanetteC_Intel]

Hello VincentGR44,

Thank you for the detailed information and testing results. I appreciate you taking the time to isolate the issue.

Based on your findings, you're correct that the HDMI switch appears to be the root cause of the black screen issue. Since the direct connection to your Samsung 3840x2160 display works perfectly, this confirms the NUC and display are compatible with no issues and more on HDMI switch compatibility issue.

Before we proceed, please note that this is an OEM device, we will try to assist you with general troubleshooting steps even if it’s something not traditionally covered in our support. However, if the issue still persists, you will have to contact the Original Equipment Manufacturer of your device. Your device manufacturer may have altered features, incorporated customizations, or made other changes to some components for better compatibility with your system.

To further check and be able to provide appropriate recommendations:

1) Please share your HDMI switch make/model.

2) May we know why you need to make use of an HDMI switch (to check if we have other options as possible fix)?

3) Please help share SSU log file for Linux, so we could check your exact system configuration that may be used to provide an appropriate fix.

• Download the Intel® System Support Utility for the Linux* Operating System.
• Open Applications -> Accessories -> Terminal
• From the current director, navigate to the current folder where the ssu.sh file resides. For example if you saved the ssu.sh to a folder called "SSU File" the command would be: cd "SSU File"
• Run the ssu.sh file using this command: ./ssu.sh <parameter=0|1> where 0 = off and 1 = enabled
• Use the parameter definitions included in the readme to determine which parameter to use.
• If no parameter is specified and only ./ssu.sh is run, it will capture all system information with the exception of 3rd party logs which must be specified. If no output file is specified, the SSU will write the output to file <sytemname>.txt.
• Kindly ensure to check the items to be scanned and make sure to uncheck "Networking".

Looking forward to your reply.

Best regards,

JeanetteC.

Intel Customer Support Technician

[VonM_Intel]

Hello VincentGR44,

Have you had a chance to review my previous response? Please let us know if you require any further assistance. I'm here to help.

Best regards,

Von M.

Intel Customer Support Technician

[VincentGR44]

Hi

Unfortunately I did not have time to run the actions you proposed.

I plan to do it in few days

Thanks again

Regards

Vincent

[JeanetteC_Intel]

Hello VincentGR44,

I completely understand that you need additional time to implement the recommended actions. Please take the time you need - there's no rush on our end.

We'll await your next update once you've had the opportunity to complete the steps. Feel free to reach out whenever you're ready, whether that's in a few days as planned or if you need even more time.

Thank you for keeping us informed, and we look forward to hearing from you soon.

Best regards,

JeanetteC.

Intel Customer Support Technician

[VincentGR44]

Hello

1 => Unfortunately I am not able to find the product ID of the HDMI switch. I have only the writing "HDMI SWITCH 3 IN 2 OUT -- HDMI Audio Extractor & 4K@30HZ" on it 

2 => I use this switch as I have multiple devices (2 desktop and 1 laptop) to display alternatively to the same screen

3 => I take few time to run the SSU script on my desktop (with the HDMI switch not connected as I can not see anything when I use it) You will find the script result joined to this message.

Many thanks again for your time and your help

Regards

Vincent

[BrenzL_Intel]

Hello VincentGR44,

Thank you for your continued cooperation.

To help us investigate this issue further, could you please try using the Samsung monitor with a lowered resolution before connecting it through the HDMI switch?

Specifically, please:

• Reduce the display resolution on the Samsung monitor.
• Then connect the monitor using the HDMI switch.
• Let us know which resolution you used for this test and the results (whether the display works or remains black).

Additionally, if possible, could you please provide an online link (for example, from the manufacturer or reseller) showing the exact model of your HDMI switch?

This would help us verify its specifications and compatibility.

Looking forward to your response.

Best regards,

Brenz L.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello VincentGR44,

Did you have a chance to review the previous post?

Please check your email (including spam/junk folders) for our private message that may help expedite the resolution process. This will ensure we can continue assisting you effectively.

Best regards,

JeanetteC.

Intel Customer Support Technician