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MPeal
New Contributor I
2,683 Views

Issues with sound using display port. Have to restart up to three times before sound will work

Using Intel NUC 615SYH. On start up sound will not work.Restart and wireless connection only finds 2.4ghz connection. Restart again and sound works and wireless connection connects to 5ghz.

What I have done. Updated to latest bios.No change. Updated all drivers for wireless and latest graphics driver(which contains the sound drivers) Still no good.

NUC is connected to a IIyama 27 inch monitor by a mini display port to display port cable.

Contacted Intel support and was advised to do a clean install of WIndows 10. I have done this. Still the same. Has anyone any ideas on this. I personally think the graphics/sound drivers have a bug.

0 Kudos
15 Replies
idata
Community Manager
241 Views

Hello, MikeP25:

 

Thank you for contacting the Intel Communities.

 

I would like to recommend you to intall the following drivers:

 

-Audio: Realtek* ALC Audio Driver for Intel® NUC: https://downloadcenter.intel.com/download/25845/Audio-Realtek-ALC-Audio-Driver-for-Intel-NUC?product... https://downloadcenter.intel.com/download/25845/Audio-Realtek-ALC-Audio-Driver-for-Intel-NUC?product...

 

-Wireless: Intel® Dual Band Wireless-AC 8260: https://downloadcenter.intel.com/download/25338/Intel-PROSet-Wireless-Software-for-Bluetooth-technol... https://downloadcenter.intel.com/download/25338/Intel-PROSet-Wireless-Software-for-Bluetooth-technol...

 

Additionally, you could go to the speaker icon in the task back, right click select playback devices, look for the desired to be used and set it as default, you could also disable the other devices there.

 

Regarding the connection, please make sure you are using a straight connection, without adapters to avoid losing any features that could be limited by the adapter.

 

Regards,
MPeal
New Contributor I
241 Views

Thank you, I have installed both drivers. Still the same. The issue seems to be with the display port audio in the Graphics Driver. On start up the sound will work 70% of the time. If the sound is not working on start up, I check in device manager and "multimedia audio controller" is marked as not installed also a X on the speaker icon on the task bar. Running the audio trouble-shooter finds no issues that can be identified, only that "there is no audio device installed". A restart will normally cure the problem but sometimes the wireless connection only finds the 2.4ghz connection when I do this. A further restart and wireless will find the 5ghz connection and the audio usually works. Have done everything possible to fix this and I can only think that there is a driver bug with "display port audio". If there are any other options, please advise.

idata
Community Manager
241 Views

Hello, MikeP25:

 

This graphics driver has been recently released, please do test it in your system.

https://downloadcenter.intel.com/download/25848/Intel-Beta-Graphics-Driver-for-Windows-7-8-1-10-15-4... https://downloadcenter.intel.com/download/25848/Intel-Beta-Graphics-Driver-for-Windows-7-8-1-10-15-4...

 

Have you tested different cables and also straight connections (no adapters included).

 

Addiitonally, you could test different monitors if possible.

 

Regarding the wifi, there is the option to select which band you would prefer to connect.

 

This can be changed at the device manager > Network adapters > wireless adapter > Advanced tab

 

There you will be able to check preferred band, select the desired to be used.

 

-Additionally, if both have the same name (2.4ghz and 5ghz) please change it to avoid any issues provoked by that.

 

I look forward to your outcome with this.

 

Regards,

 

Esteban C
MPeal
New Contributor I
241 Views

Have tried this new driver. Still the same.

I have installed the latest bios 0039. There is a word document with the download which explains issues with the power button. This bios seems to have sorted out the issues with the sound driver not loading..

It seems to me that the power button configuration before this bios update was causing a bios recovery mode and this was the cause of my problems. I will advise if fault reoccurs.

idata
Community Manager
241 Views

Hello, MikeP25:

 

 

Thank you for your answer.

 

 

I am glad to hear that you were able to fix the problem with this scenario.

 

 

If you require any further information or support, do not hesitate to contact us back.

 

 

Regards,

 

Esteban C
MPeal
New Contributor I
241 Views

Sorry to report that while everything now works, the following now happens. After around 5-8 minutes of use and usually when scrolling with the mouse, the NUC unit cuts out and restarts. The following message appears on a black screen" BIOS has dectected unsuccessful POST attempt. Possible causes include recent change to the BIOS. Performance options or recent hardware change. Press Y to enter set up or N to cancel and attempt boot with previous settings.

I press Y and the unit restarts and then operates without issues until the next time I start from cold(power on for the first time)

Any help appreciated. Note...this issue has only started since the installation of Bios 0039

idata
Community Manager
241 Views

Hello, MikeP25:

 

Please perform a BIOS recovery to the version 0039, instructions can be found here: http://www.intel.com/content/www/us/en/support/boards-and-kits/000005532.html http://www.intel.com/content/www/us/en/support/boards-and-kits/000005532.html

 

I look forward to your outcome with this.

 

Regards,

 

Esteban C
MPeal
New Contributor I
241 Views

I have carried out the procedure outlined in the link. Sorry to report that the issue remains. From a cold power up after approximatley 8-10 minutes use the NUC cuts out and reboots with the black screen message as previously mentioned.All the other issues with sound and wireless connection have been resolved with the BIOS update 0039. The cutting out and rebooting to a black screen have only occured since the 0039 BIOS upgrade.

Note, that the unit operates without any further issues once the BIOS has been entered after the black screen message and Y is selected.

I think I am going to have to return the unit for refund to my retailer as I cannot see any other solution. Is there not an on line technical support option? were this issue could be checked by Intel?

idata
Community Manager
241 Views

Hello, MikeP25:

 

Thank you for your answer.

 

I am sorry to hear that the problem of black screen continued.

 

Yes there is an online technical support, not to get the unit and check it so much but to provide you with troubleshooting as I did and if applicable replace the unit.

 

Please keep in mind that the first 30 days after the date of purchase are covered by your retailer, if those days have passed, feel free to contact Intel Customer Support via chat, email or phone to get this RMA'd.

 

You could provide them with this thread to expedite the process.

 

Where to contact Intel Customer Support? http://www.intel.com/content/www/us/en/support/contact-support.html http://www.intel.com/content/www/us/en/support/contact-support.html

 

If any additonal quiestions or inquiries are present, feel free to contact us back.

 

Regards,

 

Esteban C
MPeal
New Contributor I
241 Views

Thank you for your ongoing help with this issue. Someone suggested checking the cpu/fan temperatures. No issue there, that I could detect. The default cooling setting is "balanced". I have now reset this to "cool" and so far the cutting out/restarting issue from cold power up has not re-occured.

idata
Community Manager
241 Views

Hello, MikeP25:

 

 

Thank you for your answer.

 

 

I am glad to hear that after changing the cooling settings at the BIOS level the problems hasn't re-occured as previously mentioned.

 

 

If you happen to encounter with any additional questions or concerns, feel free to contact the Intel Communities back.

 

 

Regards,

 

Esteban C
MPeal
New Contributor I
241 Views

Thank you for your response. I have returned the unit for replacement as the issue remained, despite adjusting the cooling parameters. A search of the NUC forum reveals this problem is not unknown and many seem to have the issue.

Check out "sudden power off" and "random restarts" .......Some have apparently resolved the issue with this work- a round.

1/ Disable "fail-safe watchdog" in boot configuration.

2/ Disable "fast start up" in Windows.......link for instructions.............

http://www.windows10update.com/2015/05/windows-10-tutorials-66-how-to-enable-or-disable-fast-startup... http://www.windows10update.com/2015/05/windows-10-tutorials-66-how-to-enable-or-disable-fast-startup...

When I receive the replacement unit I will advise if this issue remains or is rectified using the above guides. I think this issue needing elevating to a much higher technical level at Intel. There is obviously an problem with these NUC units.

idata
Community Manager
241 Views

Hello, MikeP25:

 

 

Thank you for your answer on this.

 

 

Please keep us posted on the behavior of your system after you receive the replacement.

 

 

Your feedback is applicable and we really appreciate it.

 

 

I look forward to your outcome on this with the replaced unit.

 

 

Regards,

 

Esteban C
MPeal
New Contributor I
241 Views

Received replacement. Updated to latest Bios 0042. Updated to latest chipset,graphics and other new drivers. Issues are now resolved

idata
Community Manager
241 Views

Hello, MikeP25:

 

 

I am glad to hear your issues have been fixed with the RMA.

 

 

If you require any further information or support, do not hesitate to contact us back.

 

 

Regards,

 

Esteban C
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