Intel NUC10 - Headphone Output not Working

[burstcache]

I have a NUC Mini PC Kit with non-functioning headphone jack

Product code: BXNUC10i7FNH3
Regulatory model: NUC10FNH
Date of Manufacture: 22SEP2020

OS: Windows 10 Enterprise 1903

The front headphone jack is not functioning and I'm prompted to insert a jack despite one being inserted. This work briefly while I was originally building the unit, once the BIOS was flashed to 0047 it's stopped functioning.

Please help.

[Maria_R_Intel]

Hello burstcache,

Thank you for posting on the Intel* Community.

Please try the below steps and let me know the outcome:

Check that front panel audio is enabled in BIOS:

1. Press F2 during start to enter BIOS Setup.
2. Go to Advanced > Devices > Onboard Devices.
3. Enable the Audio setting (check the box).
4. Press F10 to save and exit BIOS.

Download and install the latest Realtek High Definition Audio driver for your Intel NUC version 6.0.8950.1 https://downloadcenter.intel.com/download/29213?product=188811

Best regards, 

Maria R.  

Intel Customer Support Technician

[burstcache]

Hiya @Maria_R_Intel 

I have followed your instructions. When entering the BIOS and selecting Advanced there is however no Devices options, just Onboard Devices and in there HD Audio is set to Enabled. See attached screenshot.

The drivers have been loaded, reboot performed and the problem is still there.

What shall I try next?

Kind regards

burstcache

[Maria_R_Intel]

Hello burstcache,

Thank you for the information provided.

By any chance did you test different headphones? Just to discard. Also, please provide us with the specific Headphone model.

Please provide us with the Intel® System Support Utility (Intel® SSU) 

• Download the Intel SSU https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
• Open the application and select "Everything" click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". 
• Click on the menu where it says "Summary" to change to "Detailed View". 
• To save your scan, click on "Next", then "Save". 

Best regards,

Maria R.

Intel Customer Support Technician

[burstcache]

Hello @Maria_R_Intel 

Headphones tried are:

AKG Y50
SoundMAGIC ES18

Here is the SSU results.

[Maria_R_Intel]

Hello

Thank you for the information.

We will proceed to check this internally and post back as soon as possible with updates.

Best regards, 

Maria R.  

Intel Customer Support Technician 

[burstcache]

Thanks @Maria_R_Intel , look forward to hearing back from you and getting this problem resolved. It's very fustrating having brand new hardware what doesn't work properly.

[LeonWaksman]

Hi @burstcache 

Look is Start Menu for Realtek Audio Console and check if your audio device is enabled.

Leon

 

[mirceavlad]

@LeonWaksman 

Realtek Console was also not working for me at all and still isn't.

Meanwhile I tried uninstalling the Realtek audio driver from control panel.

Then searched the drive C for the keyword "Realtek" - deleted everything it could find.

And that's all. Jack works fine, I have no Audio driver installed. It's hilarious.

[Maria_R_Intel]

Hello burstcache,

We also want to recommend you to update your Operating System to the latest version 20H2.

Best regards, 

Maria R.  

Intel Customer Support Technician 

[burstcache]

Thank you @Maria_R_Intel 

I have downloaded 20H2 and will perform a fresh install of the OS. What order do I install the drivers?

Cheers

burstcache

[burstcache]

20H2 installed and then just the Realtek drivers. No detection of the headphones and the following entries in device manager.

[Maria_R_Intel]

Hello burstcache,

Thank you for let me know the outcome.

We will keep investigating this issue, please expect a response soon.

Best regards,

Maria R.

Intel Customer Support Technician

[Maria_R_Intel]

Hello,

For error code 10, please try the below steps:

• Start by performing a cold reboot (hold the power button until the PC powers off and then power on the NUC). If the problem persists, continue to the next step.
• Update to the latest Realtek* High Definition Audio driver. If you know your NUC model number, you can find this driver on Download Center. If you do not know your model number, see our article on How to Download BIOS, Drivers, and Firmware for Intel® NUC Products.
• Perform a BIOS recovery process.https://www.intel.com/content/www/us/en/support/articles/000005636/intel-nuc.html

After updating to the latest BIOS version using the methods above, we recommend that you restore BIOS factory defaults:

1. Press F2 during boot to enter BIOS Setup.
2. Press F9 to set factory defaults.
3. Press F10 to save and exit BIOS Setup.

If the issue persists, please know that we are currently investigating this behavior, so let us know the outcome to share it with the corresponding team.

Best regards,

Maria R.

Intel Customer Support Technician

[burstcache]

Thank you @Maria_R_Intel 

I've followed your instructions with no joy. Realtek show as installed in Apps and Features however never shows in Device Manager.

[Maria_R_Intel]

Hello burstcache,

Thank you for the update. I will proceed to share the information with the department in charge. I will post back on this thread as soon as I receive any updates.

Best regards,

Maria R.

Intel Customer Support Technician

[burstcache]

Hello@Maria_R_Intel 

Either I am not installing the software properly in which case please tell me what I need to do.
It's faulty hardware, can I get an RMA?
It's faulty firmware, what are your timescales to fix this?

kind regards

burstcache

[Maria_R_Intel]

Hello burstcache,

Thank you for patiently waiting. In this case, the recommendation will be to proceed with the warranty of the unit.

Please, contact us directly and provide this thread as a reference. Please use the support from your local region https://www.intel.com/content/www/us/en/support/contact-support.html

We will keep the thread open so you can let us know the outcome, in case the issue persists with the new unit.

Best regards,

Maria R.

Intel Customer Support Technician

[burstcache]

@Maria_R_Intel 

"proceed with the warranty of the unit"

This is a very unusual phrase, not one I have encountered before. What do you want me to do and how?

Cheers

Jules

[n_scott_pearson]

After verifying that your warranty is still active (here: Determine if Your Product Is Still Under Warranty), 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:

• U.S. and Canada: Intel Customer Support NA
• Europe, Middle East and Africa: Intel Customer Support EMEA
• Asia-Pacific: Intel Customer Support APAC
• Latin America: Intel Customer Support LAR

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 (start here: Intel Customer Support Chat), 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.

...S

[LeonWaksman]

Hi @burstcache 

Under this link you may check your Warranty Coverage and issue an request for RMA.

Leon