Intel UHD Graphics 620 "No signal" with HDMI connected TV

[TripleSeven]

I have a Mini-PC (Zotac ZBox with Intel Core i5-8250U CPU and UHD Graphics 620, running Windows 10 Pro (22H2) + all updates and the latest version of the Intel GPU drivers using Intel Driver & Support Assistant) used as a media player connected to a Samsung TV. This worked flawlessly until a few weeks ago when the TV started showing “No signal” on the HDMI port the Mini-PC is connected to.

I have ruled out a hardware defect by:

• Connecting a different PC to the TV using the same HDMI-cable and HDMI-in port and the same resolution (1080P60): works!
• Connecting the Mini-PC using the same HDMI-out port to a Dell computer display with the same resolution (again 1080P60): works!

Upon rebooting the Mini-PC the TV shows the BIOS splash screen and the Windows boot spinning animation before signal is lost; a further confirmation the hardware seems to work and the issue might be software related. To investigate possible software issues I’ve done the following:

• Uninstalled the Intel GPU drivers; after this I get a signal again until Windows automatically reinstalls the Intel drivers
• Installed an older version of the Intel GPU drivers; no result
• Performed a clean install of both Windows 10 and Windows 11 to rule out corrupt installation; with both Windows versions I am unable to complete installation because at a certain point the screen goes to black again with “No signal”; I assume (but have not confirmed) this happens after Windows setup has detected the GPU and installed the correct driver for it

It seems very much so that for some reason unknown loading the Intel GPU driver breaks the connection with the TV. Why (and why now)? And why with a TV but not with a computer display? Hope someone can shed some light on this strange problem!

UPDATE:
I have connected the Mini-PC to a different TV (Sony) and an A/V-Receiver (Yamaha); no signal in both cases. Don’t know if it’s just a coincidence but all problematic devices are consumer electronics.

[Earl_Intel]

Hi TripleSeven,

Thank you for posting on the communities!

I appreciate you sharing the problems you're having with your system. In order to help you more effectively and identify the best course of action, could you kindly supply the information requested below?

• May I know what is the Graphics Driver version that you previously using before you encounter the issue?
• Can you confirm if the issue started after a Graphics Driver update?
• Did you use the Graphics Drivers on our website or on your OEM site?

Kindly run this on your system so that I can also gauge the following peripherals and the driver versions that you have:

Intel® System Support Utility for Windows*

Once finished downloading, open the tool, click on scan (leave the default items checked), click next, then save the system information to a .txt file. Please provide us the .txt file.

Best regards,

Earl E.

Intel Customer Support Technician

[TripleSeven]

Hi Earl,

Thanks for your quick reply!

In response to your questions:

• The Graphics driver I am currently using is version 31.0.101.2134
• It is installed using the Intel Driver & Support Assistant so not vendor specific.
• According to the Driver & Support Assistant the date of the driver is 2024-11-20

Since I check for updates on a weekly basis, this driver version was probably already installed when the issue started to occur. It seems unlikely that a graphics driver update is the cause.

I have included the output of the Intel System Support Utility.

Kind regards,
TripleSeven

[Earl_Intel]

Hello TripleSeven,

Thank you for sharing this useful information with us.

No worries, I'll look into this further internally and get back to you on this thread as soon as I can.

Best regards,

Earl E.

Intel Customer Support Technician

[Earl_Intel]

Hi TripleSeven,

Thank you for patiently waiting on us.

I have sent you a private email regarding to your inquiry, kindly check your inbox.

Best regards,

Earl E.

Intel Customer Support Technician

[TripleSeven]

Hi Earl,

I have checked my inbox (and to be sure my spam folder as well) but did not see any private email; only forum generated messages to signal new posts in this thread (and a generic "Did you get the answer you needed?" message).

I assume that is not the private email you are referring to?

Kind regards,

TripleSeven

[VonM_Intel]

Hello, TripleSeven.

I have already sent you an email regarding this matter. Once I receive your reply, I can proceed and investigate further, and provide better assistance.

Best regards,

Von M.

Intel Customer Support Technician

[TripleSeven]

For anyone following this thread:
I was contacted by a kind Intel Support Engineer and he suggested replacing the generic Intel GPU drivers with those supplied by the PC’s manufacturer (Zotac). We tried this in a remote session but unfortunately that did not solve the issue. His final suggestion was to contact the manufacturer directly. I may do so but to be honest: I don’t have high hopes that will result in a solution as I’ve found several posts describing the same issue (even on this forum) with PC’s of other brands.

If I don’t find a solution soon I will try an (active) DP>HDMI adapter hoping that doesn’t suffer from the same issue.