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Beginner
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I have installed W10 on a NUC8i5BEK2 and updated firmware and all drivers, but there ist still a problem with my second Display which is connected via Thunderbolt-HDMI. Every few minutes the screen gets black for some seconds. HDMI Screen works fine

 
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Moderator
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Hello AStam7

 

Thank you for posting on the Intel® communities.

In order to check this behavior further, could you please provide the following information?

 

1- Is this a new system? Did this configuration work fine before?

 

2- When you mentioned "updated firmware", could you please clarify if you refer to a BIOS update or another firmware update?

 

3- When connecting via "Thunderbolt-HDMI" are you using a video cable adapter? Could you please provide details of the configuration? (cables, adapter model or link)?

 

4- Have you tested different displays using a connection from Thunderbolt to DisplayPort™?

 

5- What is the display resolution and refresh rate?

 

6- Please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread.

6.1- Download the Intel® SSU and save the application on your computer.

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

 

6.2- Open the application and click "Scan" to see the 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".

 

6.3- To save your scan, click Next and click Save.

 

6.4- To attach a file, you must click the “Attach” option on the bottom left-hand corner of the response box.

 

Regards,

 

Andrew G.

Intel Customer Support Technician

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Beginner
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Hi Andrew,

many thanks for your quick response:

1) it was a new installation

2) the support assistant says all drivers and BIOS are up to date

3) The cable is a USB-C - HDMI which works fine with another NUC

4) I Checked 3 different displays - ithe phenenomen ist display independend

5) Full HD 60Hz

6) attached

 

I have two identically NUC and just one has this problem. I have changed the disk but the flickering remained. It seems to be related to the installation and not to the hardware.

 

best regards

Armin

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Moderator
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Hello AStam7

 

Thank you for your response.

 

We would like to recommend you to clean the installation of the graphics driver following these steps:

Before trying these steps, make sure you have the latest Windows® updates installed.

 

1- Download the latest DCH custom driver for this Intel® NUC and save it on the computer.

https://downloadcenter.intel.com/download/29230?product=126147

 

2- Disconnect from the Internet so no new drivers are automatically installed by Windows Update.

3- Uninstall the driver and the Intel Graphics Control Panel from Control Panel > Programs and Features.

4- Restart the computer.

 

5- Confirm in Device Manager > Video Adapters the controller is listed as 'Microsoft Basic Display Adapter' > if not, repeat steps 2 through 4.

 

6- If the adapter continues to be listed as ‘Intel HD Graphics’ or similar, and no other Intel Graphics driver is listed under 'Programs and Features' for removal, then it means Windows has switched to a previously installed Legacy driver. At this point we can remove Legacy drivers from Device Manager:

  • 6.1- Right-click on 'Intel HD Graphics' or similar in Device Manager, and select 'Uninstall Device'
  • 6.2- In the pop-up window make sure 'Delete the driver software for this device' is checked.
  • 6.3- Click on 'Uninstall'.
  • 6.4- Restart. (Repeat steps 6.1.1 through 6.1.4 until the device gets listed as 'Microsoft Basic Display Adapter')

 

7- Install the DCH driver that was downloaded on step 1.

8- Restart the computer.

9- Reconnect to the Internet.

 

If the issue persists, please repeat the steps for clean install from step 1 through 9 but this time using the latest generic driver for Intel® Iris® Plus Graphics 655, version 26.20.100.7755:

https://downloadcenter.intel.com/download/29335/Intel-Graphics-Windows-10-DCH-Drivers?product=140931

 

Regards,

 

Andrew G.

Intel Customer Support Technician

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Moderator
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Hello AStam7

 

We would like to know if you still need assistance and if you were able to try the steps provided in our previous post. Please feel free to share the outcome of the steps.

 

Regards,

 

Andrew G.

Intel Customer Support Technician

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Moderator
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Hello AStam7

 

We are checking this thread and we would like to know if the issue is solved or if you need further assistance. However, we have not heard back from you, so we will proceed to close this thread soon.

 

In case the issue persists after following the steps we provided, we recommend to contact Intel® Customer Support in your local region for the next steps and please provide them the link of this community thread as a reference.

 

You can contact your local region of support using the below link, please click on "Intel NUC" to check contact information and channels of support:

https://www.intel.com/content/www/us/en/support/contact-support.html

 

Regards,

 

Andrew G.

Intel Customer Support Technician

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Beginner
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Hello Andrew,

sorry for the delay.

Yesterday I followed your recommendations and installed, removed display drivers but nothing has changed.

 

best gegards

Armin

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Moderator
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Hello AStam7

 

Thank you very much for your response.

 

It is unfortunate to know that the issue persists after performing the steps previously recommended.

 

We would like to inform you that there is a newer generic driver available for Intel® Iris® Plus Graphics 655. The previous version we recommended was the latest available at that moment (26.20.100.7755). However, now it has been released new driver version 26.20.100.7870. If you have not tested this newer version. could you please repeat the clean installation steps with driver version 26.20.100.7870? You can download it from the following link:

https://downloadcenter.intel.com/download/29426/Intel-Graphics-Windows-10-DCH-Drivers

 

Please let us know the outcome of the steps. We will be looking forward to hearing back from you.

 

Best regards,

 

Andrew G.

Intel Customer Support Technician

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Moderator
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Hello AStam7

 

We would like to know if you were able to test the latest driver version 26.20.100.7870 and if the issue is solved?

If you need further assistance, please let us know. We will be glad to assist you.

 

Regards,

 

Andrew G.

Intel Customer Support Technician

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Moderator
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Hello AStam7

 

We have not heard back from you, so we will close this inquiry. If you need further assistance, please post a new question.

 

Best regards,

 

Andrew G.

Intel Customer Support Technician

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