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AParz1
Beginner
1,958 Views

Black screen

Dear community,

I'm using a INTEL Nuc Intel Core i7-7567U (code NUC7I7BNHX1) since a two weeks.

 

My nuc is connected to a monitor by using an HDMI cable.

I noticed that randomly the screen become black for few seconds and than the image is shown again.

I uptodated all the drivers and the BIOS (here attached a report) but the problem continues. To be honest, it seems that it is worst than before now.

Any suggestions?

Best regards

Antonio

0 Kudos
11 Replies
LeonWaksman
Super User
206 Views

There is a newer version for Graphic Driver: https://downloadcenter.intel.com/download/28114/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NU... Download Intel® HD Graphics Driver for Windows® 10 for Intel® NUC Kit NUC7i3BN, NUC7i5BN, NUC7i7BN .

1. Download it, extract the zip.

2. Disconnect your NUC from Internet.

3. Open the Hardware Manager and uninstall the current installed Graphic Driver.

4. Install the last Graphic Driver downloaded from Intel site.

5. Reconnect the Internet.

Leon

RHaim1
Beginner
206 Views

I got the same problem with my Nuc7i5bnk, just got it a few weeks ago.

 

I get black screens intermediately, I think it totally stops sending signal via the HDMI for a few seconds.

 

This happens usually when watching videos for me, especially on a web browser (like youtube).

I already installed all the new drivers, bios and HDMI firmware.

LeonWaksman
Super User
206 Views

Have you tried the DP connection (from USB type C connector) ?

Leon

RHaim1
Beginner
206 Views

No, but I prefer HDMI anyhow as it sends sound signal too.

LeonWaksman
Super User
206 Views

If this is the case, you may try the DP port. See Technical Product Specification, 1.5.1.7 on page 27 : https://www.intel.com/content/dam/support/us/en/documents/boardsandkits/NUC7i5BN_NUC7i7BN_TechProdSp... https://www.intel.com/content/dam/support/us/en/documents/boardsandkits/NUC7i5BN_NUC7i7BN_TechProdSp... . DP port provides audio too.

I'm not sure that your problem will be solved, but at least try it.

Leon

RHaim1
Beginner
206 Views

It's good to know that DP can now provide audio.

 

The problem is my TV does not have a display port - and I do not want to buy a DP-HDMI converter.

 

HDMI should work.
idata
Community Manager
206 Views

Hello, ran_inc. Thank you for joining this thread.

 

 

Please try the following:
  1. Test a different HDMI* Cable and a different TV/Monitor. Share the results.
  2. Make sure you have installed the latest graphics drivers for your controller (6286. Here is the download link: https://downloadcenter.intel.com/download/27988/Intel-Graphics-Driver-for-Windows-10?product=98911 https://downloadcenter.intel.com/download/27988/Intel-Graphics-Driver-for-Windows-10?product=98911

To install the drivers, please follow these steps: https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html

  1. Update the BIOS if required. Click https://downloadcenter.intel.com/download/28178/BIOS-Update-BNKBL357-86A-?product=95061 here to download the 0069 BIOS version and, complete the installation using the following guide: https://www.intel.com/content/www/us/en/support/articles/000005850/mini-pcs.html https://www.intel.com/content/www/us/en/support/articles/000005850/mini-pcs.html

If these steps did not work for you, please provide us with the following:

 

 

Antony S.

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
RHaim1
Beginner
206 Views

Hi Antony,

 

I have tested with another monitor, and several wires.

I have the most updated bios, and all of the most updated drivers.

I think it has to do with High load - although I am not sure.

1. I am connected to a Samsung Q7F TV, via Denon receiver.

 

Both the TV and the receiver work well, as I have a PS4 connected in the same way without any problems.

2. I have a Seagate external hard drive and a Logitech wireless keyboard dongle connected to two USB ports.

 

3. System information is attached.

4. Here is a video of the issue accruing, you can see in the video that the receiver says it loses hdmi signal:

 

https://drive.google.com/open?id=1rmPthZb7D1K3uhy_z_-ULcsetAZBYZmJ https://drive.google.com/open?id=1rmPthZb7D1K3uhy_z_-ULcsetAZBYZmJ
idata
Community Manager
206 Views

Hello, ran_inc.

 

 

Please try the following:

 

  • Connect the Intel® NUC directly to the TV and use only a wired keyboard and mouse. Please share the results.
In addition, please provide us with the model of the Denon* Receiver and a description of how the connection is achieved between the NUC, the receiver and the TV (Specify the type of cables and adapters).

 

 

 

Antony S.

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation

 

 

 

RHaim1
Beginner
206 Views

Hi,

I already tried connecting it directly to the TV - with no Help.

 

Wired keyboard did not help also.

The receiver is Denon AVR-X550BT, all the appliances are connected via HDMI 2.0 cables.

idata
Community Manager
206 Views

Hello, ran_inc.

 

 

In this case, I am afraid that the unit is defective. If the Intel® NUC is still under its warranty period, we can help you to replace it.

 

Please get in touch with our Warranty Team; you can find our contact information below:

 

 

In the case that the issue persists after the replacement, I suggest you to double check your TV firmware and discard any issue with the receiver.

 

 

 

Antony S.

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation

 

 

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