Hades canyon NUCI7HVK. Automatically changing refresh rate to match video in MPC-HC with LAV filters and MadVR causes NUC to crash every time it exits the video and returns to normal system refresh rate

[PRom0]

Everything is updated to latest firmware and BIOS thru intel driver tool. If others are using this setup and software, I would really appreciate you testing the match refresh rate rate feature in either MadVR or MPC-HC settings and seeing whether you're getting my results.

I'm using a Vizio 2018 e series F1 as my monitor. It's in computer mode.

[Wanner_G_Intel]

Hello PRom0,

Thank you for posting on this Intel Community.

Based on previous reports from other community peers, this behavior is most likely being caused by the applications in question due to various features such as "Enable automatic fullscreen exclusive mode", etc.

Please provide the following information to better assist you.

1. Where is the refresh rate changing (Intel® Graphics Control Panel, Windows*, etc.)? 

2. Does this issue happen if you set the refresh rates manually for testing purposes?

3. If applicable, post a picture of the error message you are receiving. Also, please provide us with clear steps to replicate this behavior. 

4. Run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread to gather useful information including the 

1. Download the Intel® System Support Utility and save the application in your computer.

2. Open the application and click "Scan" to see system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".

3. To save your scan, click Next and click Save.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[Wanner_G_Intel]

Hello PRom0,

If you need further assistance, please let us know.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[PRom0]

This is unrelated to "Enable automatic fullscreen exclusive mode". I don't use that setting in the video player.

This does happen, yes, when I change my refresh rates manually from display settings > advanced display settings > display adapter properties > Monitor tab in the "generic PnP monitor window > choosing 23hz or 24hz for screen refresh rate. This doesn't happen when I changed between 50hz, 59hz, and 60hz. I don't bother with 25hz, 29hz and 30hz as they are lower multiples of 50, 59 and 60. The NUC8i7hvk entirely freezes. If the refresh rate change was successful, windows prompts you to accept the new refresh rate within 15 seconds or else it will revert to the former refresh rate. If it was a TV issue, the NUC would revert back, but it stays frozen forever after 15 seconds. When it crashes this way, all activity stops in the NUC, due to lack of system noises and light changes, but the device remains powered on. The sleep key/function is further inoperable. The only recovery is a full power down by holding the power button and a restart.

I'm using a current TV released in late 2018. Vizio E series 2018 43" - max refresh rate of the TV is 60hz/59hz. I have a 5th gen i7 NUC - NUC5i7RYH and this TV doesn't present these problems when I use that unit.

[Wanner_G_Intel]

Hello PRom0,

Thank you for your response. 

We will investigate this issue further. Please provide steps to replicate the issue. These steps are very crucial to finding the root cause and fix. A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach it to the post or provide the YouTube* link.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[PRom0]

As noted above, the steps to reproduce this on my NUC8i7HVK and Vizio 43" E series F1 TV:

display settings >

advanced display settings >

display adapter properties >

Monitor tab in the "generic PnP monitor window >

choosing 23hz or 24hz

There is nothing to screenshot as my screen goes blank (which it would for only a fraction of a second for a successful refresh rate change between 60p, 59p, or 50p) but never recovers and stays blank. The NUC is completely inactive and doesn't respond to keystrokes from the keyboard or the keyboard shortcut to sleep mode or pressing the power button to initiate sleep mode. The only recovery is fully restarting my unit which might or might not restart in the mode that I manually tried to set earlier before the crash - 23p or 24p. Returning to 50, 59, or 60p from this state using the same steps as above doesn't cause a crash.

I will provide a screen grab of my radeon settings. The crashing issue happens with both HDMI link assurance on or off as I've tested with both.

[Wanner_G_Intel]

Hello PRom0,

Thank you for providing this information. 

What I meant to say was: How are you configuring the applications you are also having this issue with? (MPC-HC with LAV filters and MadVR)

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[PRom0]

As I said, my original belief was that this was tied to the video players because I hadn't manually changed the refresh rate to such a low number as it has no utility for regular desktop usage. However, when I changed the refresh rates manually through the general windows steps outlined, as I've explained, as you suggested, the same crashes occurred. So, this is unrelated to my video player settings. This is happening outside any applications, simply by manually changing my refresh rate.

[Wanner_G_Intel]

Hello PRom0,

Thank you for your response.

We will update this thread as soon as possible.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[Wanner_G_Intel]

Hello PRom0,

We are still working on replicating the issue reported on this thread. 

We will post an update soon. 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[Wanner_G_Intel]

Hello PRom0,

Please find below an update on the issue reported on this thread:

Hardware and Software configuration:

Intel® NUC Kit NUC8i7HVK.

BIOS version: 0058.

Graphics driver version: Intel 26.20.100.6912 Radeon (25.20.15002.58).

OS details: Windows* 10 64bit Version 1903 OS Build 10.0.18362.

Displays tested:  

HP Z27s 27-inch resolution 3840 x 2160 (HDMI*).

LG TV 3840x2160 (HDMI*).

Results: We could not replicate the behavior reported.

Whenever the display resolution is changed from the Windows* Display settings, the Refresh Rate is automatically changed. However, changing the resolution from the Windows* Display settings, the Generic PnP monitor (List All Modes option), and the Radeon™ RX Vega M Graphics settings, this behavior does not occur. In other words, the issue does not persist, and the refresh rate is not automatically changed even after restarting the unit. The steps provided, which included using 23Hz and 24Hz refresh rate, were also followed.

Please let us know if we are missing anything.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[PRom0]

I appreciate your team's investigation. But my issue is that my NUC completely crashes whenever I manually change it to 23.976hz (23p) or 24hz (24p). Please read my comments above. My NUC becomes completely unresponsive, meaning it isn't a fault of the display (my TV). The NUC is absent of activity and doesn't respond to keyboard commands to sleep or enter sleep mode by pressing the physical button on the NUC itself. The TV is question has no problem changing refresh rates when connected to another NUC that I own, the NUC5i7RYH - neither NUC nor TV crash in that scenario. I have the same drivers that your team utilized for this test.

[Wanner_G_Intel]

Hello PRom0, 

Is there a specific reason why you need to use 4K resolution at 23Hz or 24Hz refresh rate?

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[MLevi]

With all things being equal, have you checked cables, reseating both ends, etc? Only asking because it isn't mentioned in this thread.

[PRom0]

WannerG: As to why I would want to use this NUC at 23p or 24p - Currently, I am using my NUC as my primary desktop. I use a second NUC as an HTPC. Eventually I will want to use this more advanced NUC as my HTPC when I upgrade my stuff. Frame rate matching through Kodi or other media players is a highly desired feature when watching movies and TV shows. I can't have that feature become volatile on my device.

MLevi: Yes, I've ruled out the cable as it supports frame rate matching with my other NUC along with the current TV I'm using with the new problematic skull canyon. More so, please read that my new Skull canyon NUC becomes completely unusable and unresponsive when this particular crash occurs.

[Wanner_G_Intel]

Hello PRom0, 

Because we were unable to replicate this behavior, have you tried testing other components (e.g. memory, SSD). 

Please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread to investigate it further.

1. Download the Intel® System Support Utility and save the application in your computer.

2. Open the application and click "Scan" to see system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".

3. To save your scan, click Next and click Save.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[PRom0]

Here's my SSU

[Wanner_G_Intel]

Hello PRom0,

Thank you for attaching the report requested.

We will review it and update this thread soon.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

[Ronny_G_Intel]

Hi PRom0,

If the crashing is happening outside any application and it is experienced by manually changing the refresh rate, I would go first with drivers troubleshooting. I see that at the beginning you mentioned that everything is up to date but I would remove and reinstall the drivers again.

Here is the drivers’ information:

• Intel® HD Graphics Driver for Windows® 10 64-bit for NUC8i7HNK, NUC8i7HVK - Version: 26.20.100.6912 https://downloadcenter.intel.com/download/28975/Intel-HD-Graphics-Driver-for-Windows-10-64-bit-for-NUC8i7HNK-NUC8i7HVK?product=126143

• Radeon™ RX Vega M Graphics Driver for Windows® 10 64-bit for NUC8i7HNK, NUC8i7HVK - 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 possible, I would try a clean Operating System installation.

If troubleshooting the Graphic drivers does not help, then I will recommend to reach out to our Support service via phone or chat to expedite resolution on this issue. Here is our contact us information: https://www.intel.com/content/www/us/en/support/contact-support.html#@6

Thanks,

Ronny G

[PRom0]

I did install this system cleanly when I first acquired it. The fundamental problem is that Intel doesn't provide an installer tool for this in the least. Outside the large zip package with everything, there's no installation tool that somewhat automates installation of the BIOS, system drivers, and firmware once we have the packages together. We are left to ourselves to direct the order of firmware installations, which might be outside the ideal. Further, there were several components in the large all-in-one zip that had no function/ my system wouldn't install:

cir_win10_64_5.4.3.0.zip

tbt_win10_64_dch_1.41.645.0.zip

ti_usb_pd_win10_64_1.0.4.11.zip

setuprst_win10_64_17.2.0.1009.exe

I'm frustrated by this shoddy user experience.

[Wanner_G_Intel]

Hello PRom0,

We would like to add that the Intel® Driver & Support Assistant (Intel® DSA) can automatically download and install many of the drivers and software packages available at the Download Center. 

In order to better assist you, we sent you a private message to expedite the resolution of this issue and gather more information.

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel