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Intel NUC 11 (i7-1165G7 Intel Xe): USB-C display only shows 30Hz. LG UL850-W.

fcsd_sasha
Beginner
1,186 Views
When I connect LG 27UL850-W with its USB-C cable to Intel NUC 11 (i7-1165G7 Intel Xe) I have no option other than 30Hz with 4k resolution . I don't have that issue with my laptop (8th gen intel graphics) when connected with same cable to same usb-c monitor. I saw a lot of posts about this on internet and not one fixed. Can I get help ? When I connect with HDMI cable it has 60Hz option, but FreeSync is not supported over HDMI.
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12 Replies
AndrewG_Intel
Moderator
1,163 Views

Hello @fcsd_sasha

Thank you for posting on the Intel® communities.


In order to check this further, could you please provide us with the following information?

1- Are you using a straight-through connection USB-C to USB-C with a single cable to connect the display? Or are you using any type of video adapters, converters, or dockings? Please provide details.

2- By any chance do you have additional USB devices connected to the USB ports on the display? If yes, do you know if in that scenario this would be sharing the Data Transmission bandwidth with the USB-C port and the USB devices? (Note: You may also double-check this further with the display manufacturer).

3- With the display connected to the Intel® NUC through the USB-C port, please run a Report for Intel® Graphics Drivers following the steps on the link and provide us with the report.

4- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

  • Download the Intel® SSU and save the application on your computer
  • Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
  • To save your scan, click Next and click Save.
  • Once you have saved the file (.txt file), please attach it to your reply.

To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.


Best regards,

Andrew G.

Intel Customer Support Technician


fcsd_sasha
Beginner
1,130 Views

1- Are you using a straight-through connection USB-C to USB-C with a single cable to connect the display? Or are you using any type of video adapters, converters, or dockings? Please provide details.

 Yes, a straight-through connection USB-C to USB-C with a single cable to connect the display. No converters. Just cable I got with monitor, which works perfectly with 4k 60hz on my other laptop with 8th gen intel graphics (UHD 620) 

2- By any chance do you have additional USB devices connected to the USB ports on the display? If yes, do you know if in that scenario this would be sharing the Data Transmission bandwidth with the USB-C port and the USB devices? (Note: You may also double-check this further with the display manufacturer).

Not during the test. But usually keyboard and mouse connected to display via USB-A ports. 

3- With the display connected to the Intel® NUC through the USB-C port, please run a Report for Intel® Graphics Drivers following the steps on the link and provide us with the report.

4- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

n_scott_pearson
Super User Retired Employee
1,156 Views

My Questions,

  1. Have you tried connecting the monitor with a USB-C-to-DisplayPort cable? Of course, this means no support for the USB Hub, so not suggesting this be
  2. Have you tried connecting the monitor to both of the USB-C/TBT connectors on the back panel?
  3. Have you tried connecting using a better quality USB-C cable (I don't trust cables that come with monitors; they are usually crap).

When using a USB-C connection, the monitor supports the utilization of both USB and DisplayPort (Alt Mode) streams. In this mode, only half of the bandwidth is available for DisplayPort. We would expect that, because DisplayPort 1.4a (8K@60Hz) is supported, working with only half of the bandwidth should still allow 4K@60Hz to be supported. That it doesn't is troubling. We'll need an explanation from Intel on this one.

Reminder: Download and run the Intel System Support Utility for Windows. Select all data categories and then have it generate a report. Next, have the tool Save the report to a text file (don't try to use the Submit capability; it doesn't work). Finally, using the Drag and drop here or browse files to attach dialog below the edit box for the body of your response post, upload and attach this file to the response post.

...S

fcsd_sasha
Beginner
1,130 Views
  1. Have you tried connecting the monitor with a USB-C-to-DisplayPort cable? Of course, this means no support for the USB Hub, so not suggesting this be - Not yet
  2. Have you tried connecting the monitor to both of the USB-C/TBT connectors on the back panel? - yes, both 2 ports shows same behavior 
  3. Have you tried connecting using a better quality USB-C cable (I don't trust cables that come with monitors; they are usually crap). - No, because this cable work on my laptop with UHD 620 with 4k 60hz and HDR also works. 
fcsd_sasha
Beginner
1,128 Views

However I see in attached text files that 60hz is supported , I don't see it available in windows. Please see screenshots

 

AndrewG_Intel
Moderator
1,046 Views

Hello fcsd_sasha

Thank you for all the reports and information provided, we really appreciate it.


Reviewing the Intel® SSU report, we noticed the system is running the generic graphics driver version "30.0.100.9684". By any chance do you know if the issue also occurs with the latest customized graphics driver for this Intel® NUC 11 Pro Kit NUC11TNKi7? >> Intel® Graphics DCH Driver for Intel® NUC Kit 11th Gen Version 27.20.100.9415.


In case you haven't tested with this driver yet, could you please perform a Clean Installation of Intel® Graphics Drivers in Windows* using the said driver? This is in order to discard potential issues due to driver version/customization.

During the process, please make sure all steps are followed, including disconnecting from the Internet and making sure you get to the Microsoft Basic Display Adapter before trying to install the graphics driver.


Also, have you checked if there are drivers or firmware available for your display? (.inf files). We recommend checking with the display manufacturer to make sure the software for your display is properly installed and up to date.


Please feel free to post back the outcome of the steps. Should you have additional inquiries, please don't hesitate to contact us back.


Best regards,

Andrew G.

Intel Customer Support Technician


fcsd_sasha
Beginner
1,005 Views
Hello, yes first I tested it with nuc driver version 27.20.100. Then I updated all firmwares for my monitor. I also tried to delete monitor driver and use Microsoft one this did not help. So I have latest monitor firmware and latest driver for monitor. Still facing same issue with Intel Xe graphics. Should I contact nuc support if this maybe a hardware issue ?
AndrewG_Intel
Moderator
983 Views

Hello fcsd_sasha

Thank you for your response and for the details about the monitor's firmware and drivers.

With respect to your inquiry, please kindly allow us to take a look into this and we will be posting back as soon as more details are available.


Best regards,

Andrew G.

Intel Customer Support Technician


brunchto
Beginner
957 Views

you can have a look in your bios. because of bandwith limitations, some add a switch in bios to limit 4K to 30Hz and keep bandwith for other devices which could be connected on the same port.

it's called "High resolution mode on USB-C DP alt mode dock" on my laptop (same CPU).

if you have something like that, after reboot, change 30hz to 60hz

fcsd_sasha
Beginner
952 Views
Hi,

Thanks. fair point. But I checked that as one of the first steps. In fact Nuc doesn’t not have any bios settings regarding this. But anyway in spec sheets they say you can connect 4x 4k60p monitors at the same time ( 2x ucb-c, 2x hdmi) so that setting in bios would not make sense for me. But unfortunately I can’t connect even one monitor with usb-c cable with 60hz. Works with hdmi of course, but it is not what I wanted when buying usb c monitor
AndrewG_Intel
Moderator
896 Views

Hello fcsd_sasha

Thank you for your patience in this matter.


After reviewing this further, this seems to be a hardware issue and we recommend trying to replace the Intel® NUC.

Because our community support cannot process a warranty request due to the different logistics across the world, we recommend reaching out to Intel® Customer Support directly through phone or chat and review warranty availability for your Intel® NUC.

Here is the "Contact us link" (click on "Intel® NUC").

Please make sure to select your country or region and to contact us within your local business Support hours. Also, we will send you an email to the email address associate with your profile to provide you with information you may use as a reference when you contact Intel® Customer Support.


Note: If you are within the first 30 days from the date of purchase, we recommend contacting your place of purchase first to check warranty options for your system.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
835 Views

Hello fcsd_sasha

We have not heard back from you so we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored.


Best regards,

Andrew G.

Intel Customer Support Technician


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