Black screen when connected to TV

[GPerr6]

Hi,

I have an Intel nuc NUC8I7HVKA2. When connected to my TV (LG OLED 65B6V) I sometimes get black screen. When this happens the only way is to power off and on the nuc. It typically happens when launching/exiting a game. It seems hdmi "shakehands" is lost.

I already updated bios and graphic drivers and tried with different hdmi cables and port on my TV.

Thanks in advance for your help

[LeonWaksman]

When you get the black screen, instead to powering Off/On your NUC, try to diconnect and reconnect the HDMI cable. Is the picture back?

Leon

[GPerr6]

No the picture doesn't come back with unpluging/repluging the hdmi cable.

[n_scott_pearson]

Have you checked whether the issue is specific to the NUC's HDMI connectors? You could try connecting the monitor using a mDP-to-HDMI or USB-C-to-HDMI adapter and see whether this changes anything. If nothing else, this would eliminate some variables and help with the root-causing of this issue.

...S

[GPerr6]

Hi, OK I'll try with an mDP-to-HDMI cable, just give me a couple of day (I have to buy one). Thanks for the idea.

[Wanner_G_Intel]

Hello GPerr6,

Were you able to review the recommendations provided? 

If you need further assistance, please let us know. We will be glad to assist you.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[GPerr6]

Hi,

Thanks for asking. I tried with a mDP => hdmi cable but still have the same issue. When it happen I can't even power off the nuc nomally - I have to hard power off by keeping power button pressed.

[n_scott_pearson]

What happens when you (just) press the power button normally? Is it shutting down? Is it shutting down but then rebooting? Is it ignoring the button press? What?

Have you tried setting Screen Sleep to Disabled (in Power Options)?

...S

[GPerr6]

I don't know what happens because it's black screen. Nothing seems to happen according to the leds. The fact is that even if I wait long it doesn't power off. That's why my only option is to keep power button pressed for long time. I also have a remote with IR receiver which usually works great to power on/off the nuc. But when the problem occur it doesn't work anymore.

Yes I already have no screen sleep. I also disabled all hibernate/sleep options because for my specific use it's not relevant. Power profile in Windows is "performance".

It's obvousily not related to settings on Windows because when the nuc is connected to my 1080p monitor I never get this black screen issue. Problem only occurs when connected to my TV.

[n_scott_pearson]

I don't usually suggest it, but you could try using a newer version of the Vega driver downloaded from the ATI/AMD site. Same goes for the Intel HD Graphics driver; there are usually versions available that have not yet been validated with the NUC that you could try (you have to manually search for these in the Intel Download Center; IDSA will not display them if they are unvalidated). Also make sure you are running on the latest available BIOS (it does do part of the video initialization)...

Hope this helps,

...S

[GPerr6]

I already upgraded the bios to latest. I'll consider trying unvalidated drivers. Have to do a full backup first but I have no time at the moment. I'll keep you informed. Very annoying issue. I know Intel already have similar problems with other NUCs in the past and a fix have been plublished (hdmi firmware update - see https://www.intel.com/content/www/us/en/support/articles/000024118/mini-pcs/intel-nuc-kits.html). Perhaps it's a similar issue ? Can someone at Intel consider this ?

[LeonWaksman]

1. I've installed the Radeon Adrenaline Driver 19.9.2 on my NUC8i7HVK, long time ago and it's working well.
2. You may download it here https://www.amd.com/en/support/kb/release-notes/rn-rad-win-19-9-2
3. before installing this driver, uninstall the currently installed driver, reboot your NUC and only then install the new driver.

Leon

[n_scott_pearson]

Since we tested with DP interface, there's no HDMI F/W update in the picture. Other folks (including @LWAKSMAN​) have had success upgrading to newer drivers. I suggest you try that.

...S

[GPerr6]

OK I installed new Adrenaline Driver 19.10.2 and... It works ! No more black screens ! I hope it won't come again but it looks good. Many thanks for your help !

[LeonWaksman]

Hi @GPerr6​ 

1. Version 19.10.2 of this driver was an "optional" version, rather than Recommended (WHQL) version 19.9.2. The version 19.9.2 was certified in Windows Hardware Quality Labs. Therefore I recommend this version (19.9.2) right now.
2. In addition I can see on the driver download page that version 19.10.2 was replaced by version 19.11.1.

Leon