Intel NUC10i7 Front Panel Audio Not Working

[K2]

I have a new Intel NUC 10i7 that the front panel audio currently doesn't work and has been 'hit or miss' (mostly miss) with working since I got the machine at the end of October. 

• Running Windows 10 Pro 20H2
• 32GB RAM w/ 512GB Samsung 970 EVO SSD
• I've had both BIOS versions 0046 and 0047 - neither have worked reliably or even repeatedly
• I've always had the yellow exclamation mark on the 'Intel(R) Smart Sound Technology OED device
• There has never been a Realtek device in the Device manager
• I've reinstalled both the Chipset Manager and the Management Engine
• After IDSA does any updates it's goes in to an infinite loop of saying their is a Realtek driver update, installing it, rebooting, and saying there is still a Realtek driver update.
• On occasion (less than one in ten) I've gotten the front panel audio to work once with a driver installation from the RealTek website when IDSA loops as detailed above.
• There is no RealTek control panel application 
• I have the HD Audio option selected in the BIOS

I would appreciate some help in figuring this out. I had an NUC5i3 for over 5 years and it was rock steady. I was expecting the same from the NUC10 but now I'm having buyers remorse.

Thx

-K2

[Victor_G_Intel]

Hello K2,

Thank you for posting on the Intel® communities.

To better assist you please provide the following reports and information to continue with your support request.

1-Please run the following tool and attach the report generated.  

-Intel® System Support Utility (Intel® SSU)

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

•          Open the application and 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".

2-Please provide the following information so we can have a better understanding of your issue. 

-Do you mind providing us with a screenshot of your device manager's window with the specific error code you got.

Note: To check it please choose the Intel® Smart Sound (Intel® SST), right-click on it, and choose properties.

I look forward to hearing from you.

Regards,

Victor G.

Intel Technical Support Technician  

[K2]

Victor -

Thanks for the reply. Attached is the SSU report and several screenshots of the Intel SST OED status from the device manager.

Another data point worth considering - this PC has never booted in less than 90 seconds. From the very first day I had it. My five year old NUC5i5 would boot in 20 seconds. So there is something obviously not right. 

Thank you for your assistance,

-K2

[Victor_G_Intel]

 Hello K2,

Thank you for posting on the Intel® communities.

We appreciate the information provided, and we would like to recommend the following steps so you can try to fix the issue.

-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.

Realtek* High Definition Audio Driver for Windows® 10 64-bit for NUC10i7FN, NUC10i5FN, NUC10i3FN

https://downloadcenter.intel.com/download/29213/Realtek-High-Definition-Audio-Driver-for-Windows-10-...

*For any download with a ZIP file: double-click the filename.zip to extract the files to a local folder, then double-click the Setup application inside the folder. If the problem persists, continue to the next step.

-Complete a BIOS recovery. If the problem persists, continue to the next step.

Instructions

https://www.intel.com/content/www/us/en/support/articles/000033291/intel-nuc.html

*There are two methods in the link above please try the power button menu one.

Latest BIOS

https://downloadcenter.intel.com/download/30073/BIOS-Update-FNCML357-

-Restore BIOS factory defaults:

Press F2 during boot to enter BIOS Setup.

Press F9 to set factory defaults.

Press F10 to save and exit BIOS Setup.

I look forward to hearing from you.

Regards,

Victor G.

Intel Technical Support Technician 

[K2]

Victor -

1. Cold reboot - no change

2. Re-install Realtek drivers - no change

3. BIOS update via power button method - got an error message about an invalid flash image when I copied the FN0047.cap file to a USB flash drive.

-K2

[K2]

Victor -

Update on #3 (above) - after actually reading the instructions and downloading the correct BIOS update file I was able to update the BIOS using the F7 power-on recovery method.

Unfortunately it made no difference. I still have no audio. I even tried reinstalling the Realtek drivers following the BIOS update.

-K2

[Victor_G_Intel]

Hello K2,

Thank you for posting on the Intel® communities.

Based on the information provided and considering the troubleshooting steps completed, our strongest recommendation will be to try contacting us directly to check what will be the warranty options available for you; feel free to refer to this post once you contact Intel Customer Support.

Here is our "contact us" information:

https://www.intel.com/content/www/us/en/support/contact-support.html#@7

We would recommend phone or chat support venues during your regular working hours.

Best regards,

Victor G.

Intel Technical Support Technician