Hades Canyon NUC8i7HVK Problems with Remote Desktop & Multiple Displays

[bkwtang]

I'm just about ready to return my recently bought NUC8i7HVK over this issue, so am hoping someone can help me with this issue. For some reason, when using remote desktop software such as either Teamviewer, or Chrome Remote Desktop, when my NUC8i7HVK is connected to two displays, the connection will constantly keep flashing and changing resolutions, as though it were trying to switch between the two monitors constantly on its own. Windows will constantly get resized up and down, and mouse clicks will land in totally wrong areas due to this. It basically makes the NUC8i7HVK completely unusable when remoting into it.

I currently have one 4K TV connected to the rear HDMI port as my main monitor, and my 2nd monitor has been tested via the miniDP ports, and the front HDMI port. I've tried switching different monitors in. I've already tried updating the BIOS and video card drivers to the latest, including trying the latest drivers direct from AMD, and it didn't help. What seems to stabilize the resolution is if I unplug the 2nd monitor, which is to say this NUC8i7HVK doesn't seem to allow remoting in with multiple monitors connected.

If it matters, I do not have either monitor turned on, but if I go down to a single monitor with it off, it works fine, so I don't think that's an issue. Plus my previous PC, along with other users I've asked, have not had an issue remoting in with displays off on other PCs.

My last resort that I'm trying is some incoming thunderbolt to DVI, and thunderbolt to HDMI cables that I will try, but I suspect this will not fix the issue. Hoping someone can point me in the right direction with this, thank you!

[Alberto_R_Intel]

BTang11, Thank you for posting in the Intel® Communities Support.

In reference to this scenario, just to confirm:

What is the Windows* 10 version installed in the Intel® NUC?

Did you install all the Windows* updates?

You mentioned that you updated the BIOS and Graphics drivers to the latest version, just to make sure, is BIOS version 0058 that one that is currently installed?

https://downloadcenter.intel.com/download/28953/BIOS-Update-HNKBLi70-86A-?product=126143

In allusion to the Intel® Graphics drivers, please un-install the graphics drivers using the instructions showing on the following link:

https://www.intel.com/content/www/us/en/support/articles/000005598/graphics-drivers.html

Then please install the Intel® Graphics driver version 26.20.100.6912 first:

https://downloadcenter.intel.com/download/28975/Intel-HD-Graphics-Driver-for-Windows-10-64-bit-for-NUC8i7HNK-NUC8i7HVK?product=126143

And then install the Radeon™ RX Vega M Graphics driver version 18.12.2:

https://downloadcenter.intel.com/download/28600/Radeon-RX-Vega-M-Graphics-Driver-for-Windows-10-64-bit-for-NUC8i7HNK-NUC8i7HVK?product=126143

If you are going to test the Intel® NUC Kit NUC8i7HVK with Thunderbolt to DVI and Thunderbolt to HDMI cables, please install the Thunderbolt 3 DCH driver version 1.41.645.0:

https://downloadcenter.intel.com/download/28735/Thunderbolt-3-DCH-Driver-for-Windows-10-for-Intel-NUC?product=126143

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

[bkwtang]

Hi Alberto,

Thanks for the response. I can confirm that I've done all of the above, and just repeated it after your reply to double check. The one thing I will note is that when using the official Intel drivers for the Radeon graphics card, that the moment I plug in the 2nd monitor, the entire PC refuses to boot into Windows. And if I unplug the 2nd monitor, the first 4K TV will not fire up, until I shut down the PC, and unplug the power adapter...that seems to reset something so that it can finally boot into Windows properly with just the 4K TV plugged in.

It's not until I use the latest drivers directly from AMD site, that I can successfully boot into Windows with both monitors plugged in.

[Alberto_R_Intel]

BTang11, You are very welcome, thank you very much for letting us know those details.

We will do further research on this matter, for us to be able to do that, please provide the SSU report:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Also, please provide the Intel® Graphics report:

https://www.intel.com/content/www/us/en/support/articles/000005848/graphics-drivers.html

To attach the reports, once you choose "reply" select the "clip" icon on the lower-left corner.

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

[bkwtang]

I received my two Thunderbolt to DVI/HDMI cables, and unfortunately the problems persist. On the original Intel drivers, if both monitors are not turned on at boot time, the PC fails to boot into Windows. Also if I were to leave the 2nd monitor off, and turn it on in the middle of Windows, it causes the PC to go to a black screen and seemingly freeze. Using the latest drivers from the AMD website bypasses the booting without 2nd monitor turned on issue, but still presents issues if I turn on the 2nd monitor in the middle of Windows...while the PC doesn't go to a black screen, the monitor will go into a connect/disconnect loop. A restart doesn't remedy this, it requires a full shut down in order to properly detect the 2nd display again.

This PC doesn't seem to like it if both monitors are not present at boot. I use my 2nd monitor only 20% of the time, so typically keep it off until needed in my workflow. The dealbreaker though to me is the issue with the constant screen and resolution changing during remote sessions, I may not be able to keep this PC over that issue.

I've attached the SSU report below. I was not able to run one for the Intel Graphics, because it said no displays were connected to it.

[Alberto_R_Intel]

BTang11, Thank you very much for providing those details and the report.

Based on the information showing in the SSU file, we see that the Intel® Graphics drivers installed are not the proper ones, please install the following drivers and if the problem persists after that then run the SSU tool again while using the proper drivers.

Install the Intel® Graphics driver version 26.20.100.6912 first:

https://downloadcenter.intel.com/download/28975/Intel-HD-Graphics-Driver-for-Windows-10-64-bit-for-NUC8i7HNK-NUC8i7HVK?product=126143

And then install the Radeon™ RX Vega M Graphics driver version 18.12.2:

https://downloadcenter.intel.com/download/28600/Radeon-RX-Vega-M-Graphics-Driver-for-Windows-10-64-bit-for-NUC8i7HNK-NUC8i7HVK?product=126143

What is the model of the monitors/TVs?

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

[bkwtang]

Thanks for pointing out the outdated driver for the Intel Graphics driver. I went through the Intel driver scanner to install the drivers, so I thought I already had the latest driver. After I installed the Intel Graphics driver, I stopped having issues with turning the 2nd monitor on in the middle of Windows, it seems to pick it up correctly now. Also no issues if the monitor isn't turned on at boot up.

For the Teamviewer issue, I tried retesting various cable configurations, and discovered the following:

HDMI + MiniDP to DP = still issues with Teamviewer constantly trying to switch between the two displays.

HDMI + Thunderbolt to DP = No issues!

Thunderbolt to HDMI + Thunderbolt to DP = No issues!

For the record, my two screens are a Sony XBR43X800D 4K TV, and a Dell Ultrasharp U3011.

All of this is with both screens turned off. So I think my issue is largely resolved depending on what port and cable combination I use, but this PC does seem picky about which port and cables are used for multi-display scenarios.

[Alberto_R_Intel]

BTang11, Thank you very much for sharing those results.

Perfect, excellent, it is great to hear that now after installing the latest Intel® Graphics drivers there are no issues when the monitor is not turned on at boot up and when turning the second monitor on in the middle of Windows*.

Just to let you know, Intel® does not recommend the use of any kind of adapters. This is because we cannot test all of them, so we cannot guarantee that these are going to work, there might be different Graphics issues when using a video cable adapters, a splitter and/or a docking station to attach a monitor to a computer or to a laptop that has not been manufactured by Intel®.

The best solution is doing a direct connection with a single cable that has the same connection type in both ends.

If you are unable to use a straight connection, you can install all Windows* updates and update the BIOS with the assistance of your computer manufacturer

In some cases, this issue has been fixed by installing the latest generic graphics driver released by Intel®, keep in mind that Intel® only releases generic drivers, so we cannot guarantee that our latest driver will work as expected.

In reference to the problem with Teamviewer, we recommend to get in contact directly with the developers of the application to confirm if there might be an update available for the application and for them to provide further technical assistance on this matter.

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel