Graphic and Samsung Monitor problem NUC12WSHi7 over HDMI

[Feejus]

Hi, 

I have following setup.

1 x NUC12WSHi7 

1x Samsung C49RG90 (ultrawide monitor) 

1x Dell 2412M

2 x 32GB ram

1 x Brand new HDMI ---> HDMI cable  

https://www.amazon.co.uk/gp/product/B0956ZC8GZ/ref=ppx_yo_dt_b_asin_title_o01_s00?ie=UTF8&psc=1

Windows 10 with all the latest patch installed including all the drivers from both Intel and MS. 

Issue: I have set the computer so it never turns off rather the monitor should go off after 10 min. What seems to happen when monitor goes to sleep is currently two things. 

1. It takes very long time (1min some times) before my Samsung monitor picks up the signal. This was not used with my old computer which did this in a instant. 

2. I can't control which monitor which is Primary and which one is secondary in the software. 

3. HDR does not work, when i enable it in Windows the screen go black and i can't disable it. 

[Jean_Intel]

Hello Feejus,

Thank you for posting on the Intel️® communities.  

To have a better understanding of your issue, please provide me with the following:

• Does it also take the same time to wake up from sleep mode when using the Dell monitor?
• Which monitor turns off when enabling HDR?
• Where are you unable to switch the main primary monitor? Is it when using the Intel Graphics Command Center?

Also, based on the screenshot you provided. The driver version installed on your system is 31.0.101.3222. However, you should know that this is an Intel Generic Driver. Installing this Intel generic graphics driver will overwrite any customized driver from your Computer Manufacturer (OEM). We have drivers developed for your Intel® NUC12WS product, which is handpicked, customized, and validated to resolve platform-specific issues, enable features and enhancements, and improve system stability. Intel’s generic graphics drivers are intended for testing, and we recommend using drivers specialized for your device.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Feejus]

This is great feedback and you have provided me with some guidance which is truly appreciated.

What i did was to download the driver from Intel NUCs website. 

https://www.intel.com/content/www/us/en/download/739790/intel-graphics-dch-driver-for-windows-10-64-bit-and-windows-11-for-intel-nuc12ws-products.html

Is there a different place i need to download the drive from? The computer is Intel NUCWSHi7 so not sure where i need to go and download the Graphic driver! 

Thanx  @Jean_Intel 

[Jean_Intel]

Hello Feejus,

Thanks for your response.

The link you mentioned is correct, it is the correct download website. However, as you see in the driver version, the website states that the driver is 31.0.101.1999 and not the 31.0.101.3222 as the screenshot reports.

https://www.intel.com/content/www/us/en/download/739790/intel-graphics-dch-driver-for-windows-10-64-bit-and-windows-11-for-intel-nuc12ws-products.html

Best regards, 

Jean O.  

Intel Customer Support Technician

[Feejus]

Hey @Jean_Intel 

Thank you for the prompt response. The fan is a bit all over the place I like to think, however i get to the point. The driver seem to be fixing the issue with HDR at least. I run this a for a while and see how i get on. 

Now I think i know what has happened. 

After a lot of issue i managed to install windows 10.

Windows 10 does not have native support for many of the drivers so I installed that 1999 build of the graphic driver.

Next I ran windows update which i suspect found new drivers and asked if they should install it, as the build is newer it installed the new version of the driver which seems to be like you said generic. 

I would like to think a new build actually solves issue and not creates issue. We all learn everyday. 

Thanx 

[Jean_Intel]

Hello Feejus,

I am glad to hear that the HDR issue seems to be solved. Please, keep observing the Nuc product and let me know if you face any issues.

Also, I would like to know if you still face the other graphics issues, sleep, and the primary monitor setting, if so, please provide me with the following:

• Does it also take the same time to wake up from sleep mode when using the Dell monitor?
• Where are you unable to switch the main primary monitor? Is it when using the Intel Graphics Command Center?

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello Feejus,

I hope you are doing fine.

Were you able to check the previous post?
Let us know if you still need assistance.

Best regards,
Jean O.
Intel Customer Support Technician

[Feejus]

Hi All,

Few observation I have had is as follows. 

1. Cable Matters

What i mean is that a new cable USB-C to DP has improved the speed the monitor wakes up. Yet for some reason my old monitor wakes up first before my Samsung monitor wakes up. The old monitor is Dell2412m. Not sure why but connection from NUC to Dell is over HDMI --> DVI. 

2. Selection of primary and secondary monitor. 

Here i could not explain it before, but what i noticed in the boot up is that i can't choose where to show "BIOS". It seems to me a very much random place. If it ends up on Dell the orientation is wrong. Also if and when it did appear on my Samsung 49 Inch the resolution was very low, 1024 x 768 or less even. Its very pixelated. 

3. HDR is now working with the Intel drivers so that is at least solved.

4. I have found out that there might be a Hardware fault with this NUC, I am expecting to get a new replacement and would need to try it out before i can say that all the above issue has been resolved or partly resolved. It will take at least 1-2 weeks before i can confirm if things are better.  (The issue is that USB-C left does not send a Graphic signal to either of my monitors. 

Thanx

[Jean_Intel]

Hello Feejus,

Thanks for your reply.

I understand that you will process your product replacement due to the multiple issues you have experienced. However, I would like to continue investigating your problem; if the system is still in your possession, I will request a report using the Intel System Support Utility (Intel SSU). This report will provide us with information about your system such as BIOS, Drivers, Operating system version 

• Download the Intel SSU (https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html)

• Open the application and click "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 it to "Detailed View." 

• To save your scan: click on "Next"; then "Save." 

Best regards,

Jean O.

Intel Customer Support Technician

[Feejus]

Hi @Jean_Intel 

Thank you for looking at this. Happy to submit but since it got my PII information, would you be kind and provide a secure link for me to upload the file. I don't want to attach this publicly. I ran the file and got the txt file ready to go. 

Thanx

[Jean_Intel]

Hello Feejus,

Thanks for waiting for a response.

I will reach out to you privately via email for you to be able to share the SSU report.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello Feejus,

Thanks for sharing the SSU file. 

I will proceed to check the issue internally and post back soon with more details. 

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello Feejus,

Thanks for waiting for a response.

Regarding your issue, I want to confirm if the issues persists when you connect the Samsung C49RG90 using HDMI. Let me know if you face any issues.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Feejus]

Hi

Yes it is correct, but i can rerun the test to capture the exact behaviour.

Thank you

[Feejus]

Quick Update

Before leaving the house i did shut down the computer. I went out to work and got back about 8 hours later. Now i noticed some new issues started to appear. 

Uppon turning on the NUC, the nuc was stuck on "Bios" Screen. It sat there forever, in fact i even recorded this for over a min. Eventually i found the culprit. Yet this does not make any sense. 

Issue: For some reason the NUC suddenly tries to boot from usb disk. 

Why: As soon as i pulled out the USB Hub (Including Keyboard) it started to boot up correctly. 

Question: Why this random behaviour in BIOS? Before i had set it so it would try to boot but the disks are all Data storage and all boot sector has been removed. Why sudden change of behaviour? 

My second question is, (in another thread) Why does the BIOS appear on my Dell Display and not on my Samsung display? Can i control where this appears? Also when it does appear on my Dell Display it is in Landscape mode! Again I have not found a way to control any of this in BIOS? Surly i am not the only person with 2xDisplay one Vertical and one Landscape? 

Please let me know if you would like to have a copy of the video file and if so please provide secure link.

Thank you

[Jean_Intel]

Hello Feejus,

Regarding your questions about the BIOS screen, I still need to do further research to provide you with a proper response.

However, before that, I would like to address the New Boot issue you mentioned. This time, I would recommend loading the BIOS to defaults:

• Press F2 during boot to enter BIOS Setup.
• Press F9 to load defaults.
• Press F10 to save and exit BIOS Setup.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Feejus]

Hi @Jean_Intel 

I did try  this and it did improve the overall start-up time and behaviour. Yet the Display of NUC bios is still on the old Display rather in the Samsung display. 

Also shutdown of windows keeps hanging, I.E the display goes black it seems it has shutdown but the power light is on and does not go off. 

[Jean_Intel]

Hello Feejus,

I appreciate your response.

Based on your first comment, you mentioned: "I have set the computer so it never turns off rather the monitor should go off after 10 min". I want to know if the shutdown issue happened before you set this configuration.

Also, when you say "shutdown of windows" does it mean that you use the Windows Power Menu to shut down your system?

Best regards, 

Jean O.  

Intel Customer Support Technician

[Feejus]

I have to read it several time. I can't remember, however regardless the poweroption in windows. That is if the computer is not used. 

When you tell windows to shutdown, it should shutdown, not shutdown but not powerdown. I don't know if it makes sense. 

in windows settings - it is set to screen set to 10 min

and when to sleep "Never" this behaviour i am seeing during shutdown is not normal or between bios and drivers there is clear bug. 

I wonder how much Q/A has been done on software side, because frankly i feel there is tons of bugs and i am not convinced all of these are related to the hardware. Anyway, if this issue continues i will need to return this and consider Mac Mini as at least i am convinced that it works right out of the box. 

Thanx

[Jean_Intel]

Hello Feejus,

I will resume my investigation of your issues. I would gather all the information you have mentioned to gather information. Once I have more details, I will post back.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Feejus]

Thank you. After my initial post before leaving house i again tried to turn off my pc and again the computer does not fully shutdown.

In few short steps I can position what is not working


- i can't control which display does show nuc bios it seems random

- the bios is shown on the display which is vertical so going into bios is very difficult

- if I have only my Samsung display connected it turns black.

- bios was reset to default values

- shutdown is still not working or at least it does not shutdown.