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RLyst
Beginner
810 Views

Have a two-week old NUC8i7BEH, 32GB RAM, 1TB NVMe SSD. With one small exception (which I hope you people can help resolve) it is GREAT. I have set up two monitors - one HDMI and one Displayport (using the Thunderbolt USB-C out to a display port cable).

All works well with one issue. When brought out of "sleep" condition, the HDMI monitor will often be unable to connect. This never happens from a boot from a total shut down. Any ideas?

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25 Replies
n_scott_pearson
Super User Retired Employee
371 Views

There are multiple reports of this kind of issue but I have seen no real resolution. I believe that a workaround for this issue is to disable Monitor Sleep in Windows Power Settings.

 

Hope this helps,

...S

RLyst
Beginner
371 Views

Thank you, Scott. By this do you mean "turn off display never"? Then have the computer sleep after some time period?

n_scott_pearson
Super User Retired Employee
371 Views

Correct. Try this and see whether the problem is avoided. As well, remember that it's only a workaround. You will also have to set up a screen saver to blank the screen before it goes to sleep.

...S

RLyst
Beginner
371 Views

Unfortunately, this didn't work. Darn!

Wanner_G_Intel
Moderator
371 Views

Hello RLyst,

 

We would like to investigate this issue further. 

 

Please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread to gather more information about your system including operating system version, drivers, BIOS version, etc.

 

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.

 

 Also, please include the monitor brand/model.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

RLyst
Beginner
371 Views

Attached here....

Wanner_G_Intel
Moderator
371 Views

Hello RLyst,

 

Thank you for your response.

 

Please check the following recommendations:

 

1. Load default BIOS settings:

 

1. Press F2 during boot to enter BIOS Setup.

2. Press F9 to set defaults.

3. Press F10 to save and exit BIOS.

 

Then, check these settings:

  • Advanced > Devices > Onboard Devices > Auto Turn On TV> Select "From S3/S4/S5 Boot" 
  • Fast Boot: Advanced menu > Boot > Boot Configuration > Fast Boot > Disabled.

 

Also, please update the Intel® HD Graphics Driver to version 26.20.100.6912.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

RLyst
Beginner
371 Views

Thank you! I have applied these settings, and will update this thread if it doesn't work.

RLyst
Beginner
371 Views

Unfortunately, that didn't work.....  

RLyst
Beginner
371 Views

Unfortunately, that didn't work.....

Wanner_G_Intel
Moderator
371 Views

Hello RLyst,

 

Thank you for your response. 

 

Please try these steps and let us know if the issue persists to investigate it further.

 

1. Check the monitor's firmware and update it if applicable.

2. Try replicating this behavior with one monitor connected to the unit at the time.

3. Try a different cable.

4. Try reseating the video cable on both ends: where it connects to on the display and on the computer.

5. Try a different input connector on the monitor.

6. Change the power mode to High Performance.

 

If the problem persists, please provide us with the monitors brand/model.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

RLyst
Beginner
371 Views

I purchased the NUC and the monitor at the same time - both brand new. The pair works together without the second monitor - this issue does not arise. The cables being used are very high quality, highly rated, and also brand new. The monitor that has the problem losing connection during sleep mode (when a second monitor is connected) is an LG 24UD58. I can find no firmware updates available. The new monitor (the LG 24UD58) is hooked up to the HDMI 1 port; the other monitor (a Samsung S32D85KTSR/ZA) is hooked up with a USB-C to Displayport cable. All works very well until the computer is placed in sleep mode. Even then, if awakened quickly, the new monitor will not have lost its connection. I have had the old monitor set as the primary monitor (it is bigger). I am now trying the new monitor as primary - and will let you know if that helps.

Wanner_G_Intel
Moderator
371 Views

Hello RLyst,

 

Thank you for the update.

 

Once you have tested the step suggested, please let us know if the issue persists after setting anoter monitor as Primary.

 

Wanner G.

Intel Customer Support Technician

Under Contract to Intel Corporation

RLyst
Beginner
371 Views

I've found that the "disappearing monitor" problem has gone from "all the time" to "some of the time (but not very often)." A new problem now is the desktop when the computer awakens. All the desktop icons will have moved to the primary monitor (the HDMI monitor that used to have the "disappearing monitor" problem), leaving the secondary monitor (the one attached to the Thunderbolt / Displayport) empty. Moving everything back to where I want it takes longer than simply shutting down and then restarting the computer (which will always work to awaken both monitors at the same time).

Two procedures will work, and if I cannot find another solution I'll need to "make do" with one of these: (1) Always shut down the computer (rather than allow it to sleep) or (2) leave the computer on (not sleeping) all the time, perhaps using an old-fashioned screen saver. Not the best solution, but....

Wanner_G_Intel
Moderator
371 Views

Hello RLyst,

 

Since you have tried different configurations, and the issue persists, we will investigate it further.

 

We will update this thread as soon as possible.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

Wanner_G_Intel
Moderator
371 Views

Hello RLyst,

 

We have an update regarding the second problem reported on this thread: Icons moving to the primary monitor.

 

Intel has concluded that this situation occurs due to an operating system design. The operating system is not storing and persisting the window size and placement upon the disconnection of some display devices. Our driver is reporting a plug event correctly to the OS, but without persistence windows shift and move to the primary display. Other manufacturers may work around this through their own driver implementations.

 

Intel is looking to add a feature to work around this situation within the Intel driver. The solution path that we are moving forward on has been narrowed to only include 6th Generation and later platforms.

 

1. For updates on this matter, please refer to this thread: https://forums.intel.com/s/question/0D50P0000490AdNSAU/nuc6i7kyk-display-sleep-windows-shrink-amp-mi...

2. Other users believe they found a solution: http://rcaloca.blogspot.com/2014/12/windows-changing-size-position-after.html

Note: This link is being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

n_scott_pearson
Super User Retired Employee
371 Views

I would add that I have a tower system with NVIDIA GTX 1060 card and the same thing happens to this system. I just updated to the latest GEFORCE driver release and ran my test again; the problem still occurs.

...S

RLyst
Beginner
371 Views

Thank you, Wanner. Is there any estimate on when the "work around" might be available?

Wanner_G_Intel
Moderator
371 Views

Hello RLyst,

 

To obtain accurate information about this, please refer to the thread posted on my previous post: https://forums.intel.com/s/question/0D50P0000490AdNSAU/nuc6i7kyk-display-sleep-windows-shrink-amp-mi...

 

It is worth noting that Intel Customer Support cannot comment on information that has not been made publicly available yet.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

RLyst
Beginner
174 Views

I just noticed that the thread to which you are referring is over three years old.  Guess I might have a long wait for a "work around." ⁣Get BlueMail for Android ​
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