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I have 3 monitors on a NUC9i9QB, 2 USB-C and one HDMI. The HDMI loses connection and to reestablish connection I have to power down the NUC remove the USC cables and power back up. Once powered back up I can reconnect the USB-C monitors. They will stay working until the NUC goes into sleep mode then I have to start the process over again.
Also, sometimes I cannot restart or power down using the power icons on the start screen. They are there but don't work. I have to use the power switch on the NUC.
All drivers and BOIS are current
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Hello bwadswo2
Thank you for posting on the Intel️® communities. Please share with us the following information:
- Was this setup working properly before?
- Are you using straight connections? (No adapters/converters)
- Does this happen with different monitors?
- Intel® System Support Utility (Intel® SSU) results
- 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".
Regards,
David G
Intel Customer Support Technician
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Hi David,
- Not sure that it ever worked. This is one of those problems that is intermittent, it happens under the following conditions:
- Usually at night after work, once the system goes to sleep, when I try to awaken it the HDMI monitor is not coming back up. If I try the power down icon on the start page it will not work. If I shut down the PC after use all three monitors will work on startup.
- Straight cables no adapters.
- I only have the 3 two are USB-c direct cables to the PVC and the third is HDMI to the PC, I've tried different HDMI cables. All monitors are 4k LG the HDMI monitor is a model 27UKUK650, USB-C Monitors 27UK850; 27UP850
- I've run the SSU the file is attached.
Thank you,
Bob
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Thank you for the update, please try the latest graphics driver for testing:
- 30.0.101.1191: https://www.intel.com/content/www/us/en/download/19350/intel-graphics-dch-driver-for-intel-nuc.html
You can use the steps from the article:
- Clean Installation of Intel® Graphics Drivers in Windows*
Let us know if the issue persists or if you have any questions.
Regards,
David G
Intel Customer Support Technician
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Hi Dave,
The updated driver did not solve the problem. Here is the SSU when the PC cannot find the HDMI monitor.
Regards,
Bob
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Dave,
I found a note within the installation instructions for the driver that the Primary Display needs to be set to IGFX within the BIOS. I just made this change and now the display driver is showing the correct version.
Also, in the past the HDMI monitor would not come back on unless I removed the USB-C cables. After the change above the HDMI monitor came back up on restart.
Thank you,
Bob
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Thank you for the information, let me investigate this request and the updates will be posted on the thread.
Regards,
David G
Intel Customer Support Technician
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@bwadswo2 we tried to replicate this problem but did not get the same results as you, this indicates a possible HDMI port issue and the best option is a replacement. After verifying that your warranty is still active, please directly contact Intel Customer Support to initiate the RMA process (you cannot do this through the forums). Here are pages where you can lookup contact information, including local/country phone numbers, by geography:
- U.S. and Canada: Intel Customer Support
- Europe, Middle East and Africa: Intel Customer Support EMEA
- Asia-Pacific: Intel Customer Support APAC
- Latin America: Intel Customer Support LAR
You can use the online forms service or email, but I actually recommend calling them directly. The above links provide local or toll-free numbers in most countries and support most local languages. You could also use the chat service but understand that this service is offered in English only and is subject to the normal (9:00-5:00 M-F) office hours in the Pacific (UTC-8) time zone.
Regards,
David G
Intel Customer Support Technician
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