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17056 Discussions

Intel Nuc , displays will not come back on after the screens turning off.

idata
Community Manager
6,437 Views

After leaving the intel nuc alone to for 45 minutes the displays turn off. However it cannot be woken up and the only way to get the computer back on is a hard reboot. I have remote management software on this pc and can still send command to such as reboot etc.

Seems to be some sort of display driver issue. It is not set to sleep at all , in the short term i have turned off the settings that shuts the displays off. It has happened across two different NUCS over my sites. Started on monday , Updates were done last wednedsay.

Intel(R) Core(TM) i7-5557U CPU @ 3.10GHz 3.10GHz, 256KB Level 2 cache

RYBDWi35.86A.0350.2015.0812.1722 INTEL - 15E

8,192 MB RAM

NVMe Samsung SSD 950 238.47GB SCSI

49 Replies
BBant
Beginner
1,176 Views

I am having the same problem as you but with a 2 in 1 Samsung Galaxy TabPro S.

I have turned off all sleep/hibernation settings to off and set the display timeout to 1 minute.

After the display turns off and about 3 minutes have passed, if I try to wake the screen it will not wake no matter if I spam the keyboard or press the trackpad.

I can still hear windows sounds in the background with the display off.

idata
Community Manager
1,175 Views

Hello Trimmer28 and idkwho,

 

 

I understand that after leaving the computer in idle for several minutes the screen turns off and there is no way to wake it up.

 

 

Let me apologize for any inconvenience this issue may be causing to you.

 

 

In order to help you better I would like to gather more information about the configuration you have in the computers. Please attach to this thread the .txt file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

 

 

Have the computers worked fine before?

 

 

Was there any type of hardware or software change before the issue started happening?

 

 

To attach a file, you must click "Use Advanced Editor" on the upper right hand corner of the response box, then the "attach" option will appear on the bottom right hand corner of the response box.

 

 

Regards,

 

Fred D.
BBant
Beginner
1,175 Views

Hi Fred,

Thanks for your response and understanding on this issue.

The problem has always been there from the start. There has not been any software or hardware changes.

The factory intel graphics driver is currently in use at the time of posting however I have already tried the latest driver but the issue persists. If I uninstall the driver and revert it to Microsoft Basic Display Adaptor then the display will wake up instantly on key press or touchpad movement as expected. However, this is obviously not optimal as is keeping the display set to never timeout as the brightness cannot be adjusted.

I look forward to your investigation on this matter.

Best Regards,

Bob

idata
Community Manager
1,175 Views

Hello idkwho,

 

 

Thanks for the information you sent to us.

 

 

I am not sure if the latest graphics driver you tested is the one from our website, the one on Windows* Update or the latest driver Samsung* provides for your computer. If you have not tried our driver version please give it a try https://downloadmirror.intel.com/26836/eng/win64_154519.4678.zip https://downloadmirror.intel.com/26836/eng/win64_154519.4678.zip

 

 

Install the driver using the steps that are on this YouTube video https://www.youtube.com/watch?v=S1KzoQDjMMY https://www.youtube.com/watch?v=S1KzoQDjMMY

 

 

Let me know if issue persists or not.

 

 

Regards,

 

Fred D.
BBant
Beginner
1,175 Views

Hi Fred,

I have followed the instructions directly to install the driver: https://downloadmirror.intel.com/26836/eng/win64_154519.4678.zip https://downloadmirror.intel.com/26836/eng/win64_154519.4678.zip however the issue still persists where the display will stay black and not wake instantly upon mouse/keyboard press.

Is there a setting at the driver level that causes the display to enter a form of sleep after being off for a certain period of time? Perhaps a registry tweak you could suggest I try as a workaround to stop the display from "powering down/sleep"?

Basic flow of the problem:

1. Screen turns off due to inactivity

2. If mouse/keyboard press < approximately 2 minutes the screen will wake up immediately upon mouse or keyboard press.

3. If mouse/keyboard press > approximately 2 minutes the screen will stay black and not wake immediately upon mouse or keyboard press.

Hope this simplifies the problem for you to come up with a solution.

Regards,

Bob

idata
Community Manager
1,175 Views

Hello idkwho,

 

 

I am sorry to hear issue persists after reinstalling the graphics driver.

 

 

I would like you to try resetting the power plan settings to default. Open a command prompt, type in powercfg -restoredefaultschemes and press Enter.

 

 

If issue persists please also try resetting the BIOS to default.

 

 

Let me know if issue persists or not.

 

 

Regards,

 

Fred D.
BBant
Beginner
1,175 Views

Hi Fred,

I have followed the instructions above however the issue still persists. Perhaps the driver incorporates some form of energy saving low power state for the display after it has been turned off for around 90-120 seconds?

If the intel driver is uninstalled and reverted to Microsoft Basic Display Adaptor, if the screen times out on the windows desktop, the screen goes black but the mouse cursor still appears. If I lock windows (Win+L) on the login screen and it turns off in one minute, even though it has been off for over 2 minutes (e.g 20 minutes) it will still wake instantly upon mouse/keyboard press.

idata
Community Manager
1,175 Views

Hi

 

No hardware changes, They worked fine before. The current workaround it to never turn off display which isnt ideal. They all started doing it around the same time , we are an MSP so all the updates are scheduled and installed at once so im thinking something to do with an update.

idata
Community Manager
1,175 Views

Hello Trimmer28,

 

 

Thanks for the information you sent to me.

 

 

I would like you to try updating some of the computer drivers in a specific order.

 

 

Please install this driver first, and then restart the computer https://downloadcenter.intel.com/download/26806/Intel-Chipset-Device-Software-for-Intel-NUC-Kit-NUC5... https://downloadcenter.intel.com/download/26806/Intel-Chipset-Device-Software-for-Intel-NUC-Kit-NUC5...

 

 

Install this other driver, and then restart the computer one more time https://downloadcenter.intel.com/download/26135/Intel-Management-Engine-Consumer-Driver-for-Intel-NU... https://downloadcenter.intel.com/download/26135/Intel-Management-Engine-Consumer-Driver-for-Intel-NU...

 

 

On the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver that is on this link https://downloadmirror.intel.com/26228/eng/win64_154028.4501.exe https://downloadmirror.intel.com/26228/eng/win64_154028.4501.exe

 

 

Let me know if issue persists or not.

 

 

Regards,

 

Fred D.
DHoga2
Valued Contributor II
1,175 Views

I can't be certain, but the problem being described sounds like known one for systems with Intel HD Graphics (such as driver 4624) which first started with Windows 10 cumulative update at end of last month known as KB4022716. After the display is turned off by timer to save power (such as after 10 minutes), trying to bring it back by mouse/keyboard results in black screen except for flashing mouse cursor. If the system goes to sleep (to save further power, such as after 20 minutes) then the black screen display problem is not noticed. A workaround while stuck at the black screen is supposedly to press Win+Ctrl+Shift+B to restart the graphics driver (may also do the same for keyboard/mouse/sound).

BBant
Beginner
1,175 Views

Unfortunately this is a different problem as I do not have such an update installed. Furthermore, there is no flashing mouse cursor just a black screen (no display on) I have already tried the Win+Ctrl+Shift+B but this does not wake the screen.

idata
Community Manager
1,175 Views

Hello dougho and idkwho,

 

 

Have you tried uninstalling Windows* Update KB4022716?

 

 

In case you have not tried that please right click on Start button -> Control Panel -> Programs -> Programs and Features -> View installed updates, use the search bar to look for update KB4022716, right click on it and select Uninstall. Restart the computer and test the system.

 

 

Let me know if issue persists or not.

 

 

Regards,

 

Fred D.
BBant
Beginner
1,176 Views

Hi Fred,

I have checked installed updates but there is no KB4022716.

Please investigate this further.

Thank you

idata
Community Manager
1,176 Views

Hello idkwho,

 

Have you tried contacting Samsung* in order to check if they can reproduce the issue in their lab with the exact same tablet model?

 

 

If Samsung* can reproduce the issue in their lab then they should be able to find the root cause of the problem.

 

 

Regards,

 

Fred D.
BBant
Beginner
1,176 Views

I have contacted Samsung but I cannot get them to test it in the Labs and cannot reach the developers directly which is why I am seeking advice here and trying to troubleshoot the issue myself. I noticed the device has

Intel Dynamic Platform & Thermal Framework . Would this be related to the black display issue at all?
idata
Community Manager
717 Views

Hello idkwho,

 

 

The Intel Dynamic Platform & Thermal Framework is more related to CPU power and temperature.

 

 

Another troubleshooting step would be reinstalling the operating system that came with the tablet using the Recovery discs/partition. Just for testing purposes you can momentarily disable the installation of Windows* Updates. Once you test the system without Windows* Updates you can enable them.

 

 

If issue persists after reinstalling Windows* then the issue might be hardware related.

 

 

Regards,

 

Fred D.
SWong20
Beginner
1,176 Views

I am also having the exact same issue with my NUC5I5RYH. Very similar symptoms as the other users.

Repeating steps:

  • Turn off connected display: TV; NUC still on
  • Resume NUC usage by turning on TV
  • TV display shows screen from where left off
  • TV display blackens out for few seconds and resume back to windows (repeatedly)

There are times when restarting the NUC will fix the problem, but othert imes it will persist even after the restart.

I have to hard shut down for awhile and restarting it in order to have the flickering issue fixed.

idata
Community Manager
1,176 Views

Hello Wakkigy,

 

 

I am sorry to hear you are having issues with your Intel NUC NUC5I5RYH.

 

 

Thanks for attaching the Intel® System Support Utility report.

 

 

Have you checked if your computer has the KB4022716 update installed?

 

 

In case you have not tried that please right click on Start button -> Control Panel -> Programs -> Programs and Features -> View installed updates, use the search bar to look for update KB4022716, right click on it and select Uninstall. Restart the computer and test the system.

 

 

What type of video cable are you using between the computer and the monitor?

 

 

Has the system worked fine before?

 

 

Let me know if issue persists or not.

 

 

Regards,

 

Fred D.
SWong20
Beginner
1,176 Views

Fred,

I do not have KB4022716 in my update history, I do have the following update in my NUC

  • 2017-06 Cumulative Update for Windows 10 Version 1703 for x64-based Systems (KB4022725)

1. I am using HDMI cable - TV: Samsung UN65KS8000FXZA

2. The problem has started about 6 months ago. I have had the NUC for close to 1.5 year.

Just yesterday night when watching TV, during the 2 hrs it flashes black screen about every 2-3 mins.

idata
Community Manager
1,176 Views

Hello Wakkigy,

 

 

Thanks for the additional information you sent to me.

 

 

I would like you to try different version of the graphics driver. Please download this graphics driver https://downloadmirror.intel.com/26228/eng/win64_154028.4501.zip https://downloadmirror.intel.com/26228/eng/win64_154028.4501.zip

 

 

As soon as the graphics driver has been downloaded on the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the driver I provided.

 

 

Let me know if issue persists or not.

 

 

Regards,

 

Fred D.
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