Intel NUC11 dual monitor problem

[EdwinPouwel]

Hi,

Since saterday I have a Intel NUC11TNH-7 with 16Gig of RAM. This NUC has 2 HDMI's outputs and 2 Thunderbold outputs.

I connecten 2 Asus monitors to the NUC, both are exactly the same. Both monitors can handle a resolution of 2560x1440.

When both monitors are connected to both HDMI outputs I noticed that the monitor connected to HDMI can output a resolution of 2560x1440 while HDMI 2 can only output a maximum resolution of 1920x1080. I checked Windows 10 and 11 and both show this problem.

HDMI 2 can output a maximum resolution of 1920x1080. All drivers are updated.

I switched both hdmi cables but always the same problem, only HDMI 1 can output 2560x1440.

What can I do wrong? Please advice.

Best regards,

Edwin

[JRS1]

---

@EdwinPouwel wrote:

I used the ‘Balance’ mode. Are you sure that it is the fan? Because you mention that also in sleep mode you do here noise. Is the fan running in sleep mode? Is it possible that a component is resonating? I had this with one of my desktop PC’s.

best regards,

Edwin

---

Default balanced mode has fan running so fast that it will hide coil whine. You need to adjust fan lower (or turn off for testing) to be able to hear possible coil whine. 

Yes, I'm sure it is not from coming from fan. I have tested fan off and the same sound is there. Is is not very loud and it is depending of power options. When adjusting PCI Express LSPM from MAX to OFF it is loudest. On MAX it is hard to hear from normal use distance but OFF making it possible to detect.

[AndrewG_Intel]

Hello @EdwinPouwel

Thank you for posting on the Intel® communities.

We are checking this thread and we would like to know if you need further assistance, if you do, please provide us with the following information:

1- Is this a new device? Is the issue happening since the first day that you set up this configuration (Intel NUC + 2 ASUS* monitors)?

2- Exact model of the ASUS* monitors:

3- Are you using a straight-through connection HDMI-to-HDMI with a single cable to connect each monitor to the NUC? Or are you using any type of video adapters, converters, or dockings? Please provide details.

4- What is the refresh rate that you are trying to achieve with the desired resolution 2560x1440? Are you able to select "2560x1440" if choosing lower refresh rates?

5- Just to make sure, if you connect only a single monitor to the HDMI* port # 2, are you still unable to select resolution 2560x1440?

6- A Report for Intel® Graphics Drivers following the steps on the link. Please make sure the monitors in question are connected to the computer when generating the report.

7- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system:

• Download the Intel® SSU and save the application on your computer
• Open the application, check the "Everything" checkbox, 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".
• To save your scan, click Next and click Save.
• Once you have saved the file (.txt file), please attach it to your reply.

To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.

Note:

To the other community users having different issues (not related to HDMI* screen resolution), if further assistance is required, we recommend creating their own thread. Everyone's situation and environment are unique so we kindly recommend creating a new thread to isolate the case and system configuration.

Best regards,

Andrew G.

Intel Customer Support Technician

[EdwinPouwel]

Hi,

Thanks so far for all the help.

You asked me some questions and here below are the answere's :

1. Is this a new device? Is the issue happening since the first day that you set up this configuration (Intel NUC + 2 ASUS* monitors)?

Yes, this is a new device and from day 1 on this problem is there. Irt is defenitly something in the NUC. Why? I have a total of 4 ASUS MX25A monitors. They were all hooked up to 2 PC's with both a nVidua graphics card. With this configuration I could do always the resolution of 2560x1440. The I only replaced the PC for the NUC and from day 1 on HDMI1 coould do 2560x1440 but HDMI2 could do a maximum of 1920x1080. I changed monitors and cables but always the same outcome. Only HDMI1 could do 2560x1440.

2. Exact model of the ASUS* monitors:

MX25AQ. see also the attached picture

3. Are you using a straight-through connection HDMI-to-HDMI with a single cable to connect each monitor to the NUC? Or are you using any type of video adapters, converters, or dockings? Please provide details.

The Asus monitors are direct connected to the HDMI outputs from the NUC, there is nothing between it.

See https://www.intel.com/content/www/us/en/support/articles/000059049/intel-nuc.html

Option 1, settings 2 and 3.

4. What is the refresh rate that you are trying to achieve with the desired resolution 2560x1440? Are you able to select "2560x1440" if choosing lower refresh rates?

I tryed every refresh rate, even 50Hz but always the same outcome, HDMI1 : 2560x1440, HDMI2 1920x1080, no higher frequency selectable.

5. Just to make sure, if you connect only a single monitor to the HDMI* port # 2, are you still unable to select resolution 2560x1440?

Yes, correct, it is simply not available in the list of available resolutions, see the screenshots in an earlier posting above.

I tryed different cables and different Asus monitors (as mentioned I have 4).

6. A Report for Intel® Graphics Drivers following the steps on the link. Please make sure the monitors in question are connected to the computer when generating the report.

I attached the report

7. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system:

I attached the report

I have also 1 question, I use only HDMI, would it make sence to check with a Thunderbold to displayport cable? My monitors also have a displayport. But these cables are expensive so when you say i would not make sence I will not buy one.

Best regards,

Edwin

P.S. Many thanks for the support so far

[EdwinPouwel]

By the way, I removed the Intel graphics driver and rebooted the system. Then the standard Microsoft driver will be used. In my case only HDMI was working and now I could select 2560x1440. HDMI1 was not working as far as I could see. After installing the latest Intel driver the problem was there again.

[LeonWaksman]

Hi Edwin,

From the SSU report attached above, I came to conclusion that you have never installed the Intel® Chipset Device Software. Am I right? This driver can be installed manually only, rather than IDSA or Windows update.

You should download and install this driver manually. Download and install the  Intel® Management Engine Driver . Reboot your NUC and only then reinstall the Graphics Driver. 

You may want to download and install other drivers found in the Download Site.

Leon

[EdwinPouwel]

Hi Leon,

I'm waiting for the feedback from Intel.

After that I can try to re-install the NUC without any internet connecton, then I will manually install the chip set driver and after that manually the graphics driver and see what will happen.

Thanks for your advice.

Edwin

[EdwinPouwel]

Hi Leon,

I tryed what you suggested. However still the same outcome. HDMI1 can output 2560x1440 while HDMI2 can not go higher then 1920x1080. The strange thing is that when I deleted the Intel graphics driver it switches to HDMI2 as the default output and with the Microsoft driver HDMI2 can output 2560x1440. Very strange.

I added the latest log file as well.

Best regards,

Edwin

[LeonWaksman]

Hi Edwin,

To my regret I can't help you more. Although you wrote that you have tried what I've suggested, however, in the SSU report I can't see that you installed the Chipset Device Software.  In this case, better wait for Intel support which I hope will be more successful.

Leon

[EdwinPouwel]

Hi Leon,

I will wait for the Intel support. 
Thanks any way for your help.

regards,

Edwin

[AndrewG_Intel]

Hello EdwinPouwel

Thank you for your response and for all the details.

Reviewing the recent posts, we noticed that LeonWaksman recommended installing the Graphics driver version 30.0.101.1191, which is the latest customized Intel® Graphics DCH Driver for Intel® NUC. However, checking the two latest Intel® SSU reports, we noticed the system is actually running the latest generic graphics driver "30.0.101.1340".

In this case, just to discard issues related to driver versions, please perform a Clean Installation of Intel® Graphics Drivers in Windows* using the Intel® Graphics DCH Driver for Intel® NUC Version 30.0.101.1191.

You may start the process from Step 6. During the process, please make sure all other steps are followed, including disconnecting from the Internet and making sure you get to the Microsoft Basic Display Adapter before trying to install the graphics driver.

Also, please review the following suggestions:

1. Ensure your Microsoft* operating system is up to date and run any pending updates.
2. Check if there are drivers or firmware available for your monitors? (.inf files). We reviewed the ASUS* website for monitor model "Designo MX25AQ" but we only found drivers offered for Windows* 7. We recommend checking with ASUS* Support to make sure the software for your monitors is properly installed and up to date.

Please report back the outcome of the steps

Best regards,

Andrew G.

Intel Customer Support Technician

[EdwinPouwel]

Hi,

Tomorrow I will let you know the outcome. 
But for your information I took today the Nuc with me to my office. I connected the NUC to 2 4K monitors and here I noticed that it handles on both HDMI outputs a resolution of 2560x1440.

So it seems the NUC and the drivers are all correctly installed.

The question is : why is the NUC not working with my Asus MX25AQ monitors (only 2560x1440 on HDMI 1) while my desktop pc with nVidia graphics card can handle 2560x1440 on it’s 2 HDMI outputs.

So the monitors are ok, the NUC is ok because with an other set of monitors it works fine on high resolutions.

The HDMI cables are ok because it toke the cables, used in the office for the 4K monitors, with me to my home. 

So the nuc only can do 2560x1440 on HDMI 1 and only max. 1920x1080 on HDMI 2 when connected to the Asus monitors.

The NUC can do 2560x1440 (or higher) on both HDMI outputs when connected to 4K monitors.

I do not understand it any more.

do you still prefer O go back to the .1191 drivers?

best regards,

Edwin

[AndrewG_Intel]

Hello EdwinPouwel

Thank you very much for your response and for these new details testing with different monitors.

In regards to your question about rolling back to the .1191 driver, we still think that it is worth trying it. Please follow the clean installation steps to install the Intel® Graphics DCH Driver for Intel® NUC Version 30.0.101.1191. Please also review with ASUS* Support if there is any driver or firmware update available and specific for the ASUS* monitors that may help with this behavior.

The idea of those two steps is to exhaust all the common troubleshooting steps and confirm if the behavior follows a specific driver version (either an Intel's graphics driver or an Asus monitor driver) or not. Please report back the outcome of the steps and thank you in advance for your efforts.

Best regards,

Andrew G.

Intel Customer Support Technician

[EdwinPouwel]

Hi,

Today I installed the Intel® Graphics DCH Driver for Intel® NUC Version 30.0.101.1191 driver.

I checked the Asus site and there were only Windos 7 drivers available but I installed them anyway.

Windows 11 recognized the Asus monitors with these drivers.

Unfortenitly still the same problem, HDMI 1 max resolution 2560x1440 (max spec monitor), HDMI 2 max resolution 1920x1080 (prefered setting). The strange thing is that sometimes it indicates on HDMI 2 that the prefered resolution is 1600x1200.

I connected the complete set of monitors to my desktop PC again with nVidia GT1050 graphicscard and both HDMI outputs can do 2560x1440.

No idea what this is. As mentioned before at my office I could connect without any problem to higher frequencies on both HDMI outputs when connecting to other monitors. It looks like a combination problem of the NUC11 and the Asus monitors.

Within a few days I will get a Thunderbold 3 to displayport cable. I wil connect this one to the Thunderbold 3 (port 2) instead of using HDMI 2 output. Let's see what will happen then.

Best regards,

Edwin

[AndrewG_Intel]

Hello EdwinPouwel

Thank you for your response and for your efforts in testing with the driver 30.0.101.1191.

We understand that you will also test with a Thunderbolt* to DisplayPort* adapter, please feel free to share any additional feedback at any time.

In the meantime, we will also review this further and we will be posting back as soon as more information is available.

Best regards,

Andrew G.

Intel Customer Support Technician

[EdwinPouwel]

Hi Andrew,

Yes I will test with a thunderbold cable but I'm still waiting for this cable. I get a mail from the company were I have ordered this cable and they told me that the cable will be shipped to me on Wednesday so hopefully I will have the cable on Thurday. I then will let you know the results. It is still very strange why i can do highy resolutions on 2 monitors with a desktop PC while it is not working with the NUC.

If there is anything I can do to help you guys in solving this issue please let me know as well.

Best regards,

Edwin

[AndrewG_Intel]

Hi EdwinPouwel

Perfect, thank you for the details. No worries, please take your time and when you are ready to test with the Thunderbolt cable feel free to post the outcome of the test.

Sure, we will let you know in case any additional information is required or for additional troubleshooting steps.

Sincerely,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello EdwinPouwel

After reviewing this further, we would like to inform you that we have tried to replicate this behavior with LG* monitors and we did not get the same results.

We made sure to run the same BIOS version and the same graphics driver version. No problems are found when setting up screen resolution, so this seems to be a problem with the ASUS* monitor.

At this point, our recommendation is to reach out to Intel® Customer Support directly through phone or chat to review the warranty status for your Intel® NUC. Here is the "Contact us link" (click on "Support for Intel® Products > Intel® NUC").

Please make sure to select your country or region and to contact us within your local business Support hours. Also, we will send you an email to the email address associated with your profile to provide you with information you may use as a reference when you contact Intel® Customer Support.

Best regards,

Andrew G.

Intel Customer Support Technician

[EdwinPouwel]

Hi Andrew,

Many thanks for the great support so far.

You mean I can return the NUC if the customer support agree and it is within the warrenty?

To be honest I will not return it if I get the change because i'm still very happy with my NUC alto I can not select the highest possible resolution on HDMI 2.

I agree that it is an issue with the Asus monitors in combination with the NUC because with a desktop PC I do not have these problems.

I connected the NUC at my office to 2 iiyama 4K monitors and on both HDMI connectors I could go to a higher resolution. So, again it is an issues between the NUC and the Asus monitors.

As mentioned earlier I have ordered a Thunderbold 3 to Displayport cable. But as always when you want something quickly it will take a bit longer :(. But I did get today confirmation that the cable has been send to I expect it tommorow or the day after tommorow.

Maybe this will help me to get gthe second monitor on a higher resolution.

I will let you know the results.

After that I will see what I will do.

Best regards,

Edwin

[EdwinPouwel]

Hi,

Very good news!!!!!!

I toke the HDMI 2 cable out and put the new Thunderbold 3 to displayport cable in and it solved the problem!!!

Both screens are running now 2560x1440p. I'm very happy.

So my setup is :

HDMI 1 output 2560x1440p

Thunderbold 3 output 2560x1440p

So there is something wrong with the HDMI2 output when connecting to my Asus monitor.

As mentioned before, a normal desktop PC does not have these problems.

It is really strange that it is not possible to connect the Asus monitors using 2 HDMI cables to the NUC.

Best regards,

Edwin

[AndrewG_Intel]

Hello EdwinPouwel

Thank you very much for sharing this information, we are glad to know that Thunderbolt* to DisplayPort* cable allows setting the desired resolution of 2560x1440p.

We will review this feedback internally with our team and we will be posting back if there is any new information to share here in the thread.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello EdwinPouwel

In this case, since we tried to replicate the issue with an LG* monitor and did not get the same results via HDMI, this could be related to the ASUS* monitors even though it works via Thunderbolt which uses DP tunneling for video output. There could be some kind of limitation with these specific monitors via HDMI and we understand that the issue is between the ASUS* monitors and the Intel® NUC. You may contact the ASUS* support for a (newer) firmware update.

Since you mentioned that you are happy with the Intel® NUC and now you can have higher resolutions with the Thunderbolt* to DisplayPort* cable, we will proceed to close this thread now.

It has been a pleasure to assist you.

Note:

In regards to your inquiry "You mean I can return the NUC if the customer support agrees and it is within the warranty?"

Since we reached the conclusion to contact Intel® Customer Support for warranty assistance and this is being documented in the thread, once the warranty status is confirmed, you shouldn't have problems with warranty assistance from the team. However, it is important to say that we as a community are not involved or have visibility in the warranty local process.

Best regards,

Andrew G.

Intel Customer Support Technician