Audio issues when connected to Rally setup, NUC11TNKI5

[AlexisRomano]

Hi everyone.

Im actually experiencing some issues with a NUC11TNKI5 connected to a Logitech rally setup.

The speakers display a cracking sound, like electricity, when interacting with the system.

The issue is the exact same as stated in this post: https://community.intel.com/t5/Intel-NUCs/NUC11TNBi5-And-LogiTech/td-p/1373010

the problem very possibly started when bios version was updated to 0064.

NUC is connected through USB to a display HUB, speakers are connected to the display HUB. This was also tested without any other peripherals connected, (even video).

We tried the solution user CTLSolutions proposed (updating driver) but it didnt solve it.

I can add some extra info, the "cracking" sound does seem to disappear, when NUC is busy doing specifics tasks. noticed that when compressing / uncompressing driver files, or even during meetings, the cracking sound goes away. But when not doing heavy tasks, the cracking sound behaves randomly, at times it could be hours doing it, at times u cant hear it, but when popping the keyboard on my Logitech Tab, or opening a browser, etc its starts to do it.

This is NOT the case with another version of the NUC , or if we connect, for example, USB headphones . 

I appreciate any help on this matter, im happy to provide any evidence on the matter.

[AlexisRomano]

As mentioned for the user Slaite in this post:

https://community.intel.com/t5/Intel-NUCs/NUC11TNBi5-And-LogiTech/m-p/1379867#M90775

The problems seems to be fixed by the following:

Enter the BIOS and go to : ---Security Tab -> Security Features -> uncheck “Intel Platform Trust Technology”.

ill update in a few days to confirm the problem is fixed.

[Steven_Intel]

Hello AlexisRomano,

Thank you for posting on the Intel® communities.

In order to better assist you, please provide the following information:

• When you say you installed the driver, are you referring to this driver? https://www.synaptics.com/products/displaylink-graphics/downloads/windows
• Download the Intel® SSU https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 

Open the application and select "Everything", click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".  

Click on the menu where it says "Summary" to change to "Detailed View". To save your scan, click on "Next", then "Save". Please attach the file to your reply.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Steven G.

Intel Customer Support Technician.

[AlexisRomano]

Hi steven, sry for the delayed update.

Everything was tested properly, up to date. We started having some VIDEO issues with that NUC and other ones so we decided to go through with RMA process. This seem to be hardware issues (maybe drivers?) but they occur very randomly , and since we cant stop productivity to further investigate the issue it becomes very hard to troubleshoot. Some video issues only get resolved after a clean restart of the NUC, and problem emerges in the middle of meetings. That behavior is quite damaging so we dont really have any option.

Regards. 

[Toko_Hill]

Hi Alexis,

with the new NUC have You the same problem? BIOS is 0064?

I got the same audio problem but seems that with the uncheck of 

“Intel Platform Trust Technology”

everything is ok, at the moment...

Thank You

[AlexisRomano]

Hi Toko! we decided to replace de NUC for a PC with teams room installed.

Disabling Intel platform Trust Technology did in fact resolve the audio problem, (we got reports that at night, is continued doing the sound in random occasions, cant confirm that, but it was much better than before, it was doing all the time) 

Display problems in the other hand, continued with the new equipment, that seems to be on Microsoft end.

This whole "all in one equipment for meeting rooms" seems to be very unpredictable and annoying to troubleshoot / get consistently working without needing a technician to go on site. Its supposed to be a standalone solution that doesn't need user intervention but we have to go on site every single time before meetings cause there's always something broken, needing a full restart.

[Steven_Intel]

Thank you for your response.

Are you able to continue with some troubleshooting? We would like to further investigate this. If you are able to continue with the troubleshooting process, please download the Intel® SSU https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 

Open the application and select "Everything", click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".  

Click on the menu where it says "Summary" to change to "Detailed View". To save your scan, click on "Next", then "Save". Please attach the file to your reply

As well, have you processed an RMA with us in the past for the same unit(s)?

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Hello AlexisRomano,

Since you have decided to return your NUC11TNKi5 due to the circumstances, we will proceed to close this thread. If you need any additional information, please submit a new question, as this thread will no longer be monitored.  

Best regards,

Steven G.

Intel Customer Support Technician.