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HDMI keeps dropping connection on a NUC9i9QNB

bwadswo2
Beginner
482 Views

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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7 Replies
David_G_Intel
Moderator
443 Views

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 


Regards, 

David G 

Intel Customer Support Technician 


bwadswo2
Beginner
434 Views

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

David_G_Intel
Moderator
420 Views

Thank you for the update, please try the latest graphics driver for testing:

You can use the steps from the article:

Let us know if the issue persists or if you have any questions.


Regards, 

David G 

Intel Customer Support Technician 


bwadswo2
Beginner
408 Views

Hi Dave,

 

The updated driver did not solve the problem.  Here is the SSU when the PC cannot find the HDMI monitor.

 

Regards,

 

Bob

bwadswo2
Beginner
401 Views

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

David_G_Intel
Moderator
393 Views

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 


David_G_Intel
Moderator
368 Views

@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: 

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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