Blue / black screen at random times

[LPemg]

We have a problem with all our intel NUC's 7i5BNH (in combination with monitor HP E233).

The screen turns blue / black at random times. The only solution is to reboot the NUC, because nothing else restores the screen.

We have 30 NUC's, all of them have this issue.

Things i've tried:

• Full update Windows 10
• All drivers up-to-date (also graph.drivers)
• Firmwareupgrade HDMI
• Driver install monitor
• Bios update

The only thing that made it a little bit better was to change the monitorfrequency to 50hz.

Anyone that recognizes this very disturbing and actually serious problem?

[AlHill]

All with the same monitors and cables?

Doc

[LPemg]

yes, HDMI - HP E233 monitor.

We had 2 workstations with an extra monitor but the same problem.

Setup: HMDI - HP E233

usb-c to DisplayPort cable - iiyama monitor

[Wanner_G_Intel]

Hello LPemg,

To better assist you, please provide us with the following information:

• Generate a system report with the Intel® System Support Utility (Intel® SSU) and attach it to this thread.

1. Intel® SSU Download link
2. Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".
3. Click on the menu where it says "Summary" to change to "Detailed View".
4. To save your scan, click on "Next", then "Save".

• Does this issue happen if you use another monitor (different model number) via HDMI*?
• What is the model number of the "iiyama monitor"?

Wanner G.

Intel Customer Support Technician

[LPemg]

The txt-file will be send by private message to you.

About the Iiyama monitor model number: Prolite B2283HS.

I did not yet tried another monitor than the HP via HDMI.

it is obvious that changing the monitorfrequency had a positive influence.

The txt-file that is will send to you is the NUC that most recently went black. On that NUC, the frequency was already changed to 50hz.

But on 90% of the NUCS, we didn't had that problem over a month.

[Wanner_G_Intel]

Hello LPemg,

Thank you for your response.

According to the report, you are running the graphics driver version 26.20.100.7584. This driver is generic, and it has not been customized for the Intel® NUC.

Could you please install the latest graphics driver for your unit. Try these steps:

1. Download the driver.

Intel® HD Graphics Driver for Windows® 10 for NUC7i3BN, NUC7i5BN, NUC7i7BN Version: 24.20.100.6286

2. Disconnect from the Internet.

3. Uninstall any existing DCH Graphics driver via Start > Settings > Apps & Features.

4. Uninstall the (DCH) Intel® Graphics Control Panel via Start > Settings > Apps & Features.

5. Restart the computer.

6. In Device Manager > Right-click on "Intel® HD Graphics".

If "Microsoft Basic Display Adapter" is already listed skip to step#10.

7. Select "Uninstall device".

8. Enable the option "Delete the driver software for this device" and click "Uninstall".

9. Restart the computer.

This should delete any non-DCH driver stored on Windows driver repository. Repeat steps #6 through #9 until "Intel® HD Graphics" changes to "Microsoft Basic Display Adapter")

10. Install the driver downloaded in step #1.

11. Restart the computer.

12. Reconnect to the Internet.

In addition, we would like to know if it is possible to remove the Citrix Indirect Display Adapter and test the performance of the unit.

Wanner G.

Intel Customer Support Technician

[LPemg]

Thanks!

I started with 1 and will gradually roll it out to all NUCs, but first i wil keep an eye on the adjusted one.

I will keep you informed.

Citrix Indirect Display Adapter is not removed. I'd rather wait and see if it's necessary.

Thanks for the info!

[Wanner_G_Intel]

Hello LPemg,

Thank you for your response.

As soon as you have an update, please let us know. We will be glad to continue assisting you.

Wanner G.

Intel Customer Support Technician

[lnic0]

If the cable run is too long, or of the signal has been split (using a non-powered DVI or HDMI splitter), this can cause the monitor to go black because the signal isn't strong enough. ... Assuming that the cables are plugged in securely, power on the monitor and check to see if the monitor keeps going black.

The Black screen error that you're experiencing might be caused by connection issues with your PC or display, while the Blue screen error can be caused by both hardware and software issues.

Meanwhile, we suggest that you follow our guided walk-through to resolve black screen errors and blue screen errors. Choose when did you get the error, and follow the instructions provided. Here are the links:

• Troubleshoot black screen or blank screen errors
• Troubleshoot blue screen errors

Please update us with the results. We will be glad to assist you.

 MyCCPay Login

[Wanner_G_Intel]

Hello LPemg,

Is there any chance you could provide us with an update?

Wanner G.

Intel Customer Support Technician

[Wanner_G_Intel]

Hello LPemg,

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question.

Wanner G.

Intel Customer Support Technician

[LPemg]

Hello,

Of the computers that have been modified, no one has complained.

I will now extend this adjustment to all NUCs.

There was 1 extra adjustment that I did: Disabling "Automatically donwnload manufacturer's app and custom icons available for your devices"

Thanks for the support!

[LPemg]

unfortunately this problem persists.

But it seems that my original diagnosis may not have been the correct one.

Via the link below there is a more accurate one.

Same model, is there a general problem?

https://www.reddit.com/r/intelnuc/comments/9m9072/intel_boxnuc7i5bnh_unable_to_wake_from_sleep/