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HLeen
Beginner
776 Views

Is there a fix for the monitor staying blank after the computer wakes?

I know this is an old problem and I have not pursued it lately. I'm running windowsPRO 10 on both units, latest drivers according to Intel's utility. The graphic driver is the 640, 24.20.100.6286 dated 2018, HDMI connection. Have there been no upgrades/fixes since? Would anyone suggest to try the DCH drivers?

Thanks in advance

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37 Replies
AlHill
Super User
303 Views

What version of W10? 1909?

What is your processor model number?

What is your laptop or system/motherboard model number?

 

Doc

 

HLeen
Beginner
303 Views

Windows 1809 and 1909. Both NUCs have the same MB(Board: Intel Corporation NUC7i5BNB J31144-310

Serial Number: GEBN83600B89 Bus Clock: 100 megahertz UEFI: Intel Corp. BNKBL357.86A.0081.2020.0114.1542 01/14/2020) and processor(Processor:   Intel(R) Core(TM) i5-7260U CPU @ 2.20GHz)

 

AlHill
Super User
303 Views

I did not see any graphic drivers listed for your nuc. However, the latest graphics driver for your processor can be found here:

https://downloadcenter.intel.com/download/29426/Intel-Graphics-Windows-10-DCH-Drivers?product=97539

 

Now, it may install or it may not. And, if it does install, do not be surprised if Microsoft does a drive by driver update to a LOWER version.

 

Also, the latest bios for your nuc can be found here:

https://downloadcenter.intel.com/download/29347/BIOS-Update-BNKBL357-86A-?product=95064

 

Doc

 

PA-NUC-User
Novice
303 Views

Does the monitor show the expected image if you remove and reinsert the display power cord?

What happens if you turn off the screen, let the computer go to sleep, wake the computer, and then turn on the screen?

I believe the Intel driver doesn't properly reset the HDMI interface when waking, but restarting the monitor fixes things.

HLeen
Beginner
303 Views

Yes, resetting the interface brings up the expected image. But sometimes I have to do a hard reset of the NUC which is unacceptable to get the signal back. You seem to be familiar to the problem. The previous answer to my question was to try the DCH driver. Intel gave me the same suggestion but haven't heard from Intel if that in their opinion will fix the problem.

Wanner_G_Intel
Moderator
303 Views

Hello HLeen,

 

To better assist you, please provide us with the following information:

 

Generate a system report with the Intel® System Support Utility (Intel® SSU) and attach it to this thread.

 

  1. Intel® SSU Download link
  2. 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".
  3. Click on the menu where it says "Summary" to change to "Detailed View".
  4. To save your scan, click on "Next", then "Save".

 

Did this issue start happening after an OS or driver update?

 

Wanner G.

Intel Customer Support Technician

HLeen
Beginner
303 Views

Wanner, thank for your reply. This issue started from the time I purchase the units and I thought I could live with it. I also knew that other people experienced the same problem so I was hoping , in vain, that Intel would have a solution. Enclosed is the ssu detailed report. Do you also want it from the other NUC? (Is identical with all upgrades applied, just different Samsung monitors.)
Wanner_G_Intel
Moderator
303 Views

Hello HLeen,

 

It seems that the report was not attached to the thread.

 

Please try to use the attachment option available on the thread.

 

Wanner G.

Intel Customer Support Technician

HLeen
Beginner
303 Views

Sorry about that.

Wanner_G_Intel
Moderator
303 Views

Hello HLeen,

 

Thank you for attaching the system report.

 

Based on the system report, your BIOS and graphics driver are up to date, but it seems that your OS is not. We would like to know if you can reproduce this issue on two units.

 

First, we recommend that you update the OS version to version Windows* 10 1909 (build 18363) November 2019 Update. Also, try to use another monitor if possible (for testing purposes) and another HDMI* cable.

 

If the issue persists, please provide us with the model numbers of the monitors.

 

Wanner G.

Intel Customer Support Technician

HLeen
Beginner
303 Views

Hi, As I mentione before, one NUC is on windows 1909(which I wish I could roll back to 1809), the other one is on 1809. Happens on both NUCs. Don't you think it would be a far stretch that the cables are both bad and the monitors are both not compatible, one is a SAMSUNG C27f390, the other Samsung 2253BW.
Wanner_G_Intel
Moderator
303 Views

Hello HLeen,

 

Thank you for your response.

 

Please allow us to look into this issue.

 

Wanner G.

Intel Customer Support Technician

Wanner_G_Intel
Moderator
303 Views

Hello HLeen,

 

In this scenario, what we can recommend is that you try to update the OS version from 1809 to 1909 for testing purposes to find if you are able to reproduce this behavior on two different units.

 

Also, please perform these steps to make sure your unit and monitors are up to date.

 

  • Make sure you are running the latest HDMI* firmware: HDMI Firmware Update Tool for NUC7i3BN, NUC7i5BN, NUC7i7BN Version: 1.77.93
  • User Guide

 

  • If applicable, change your power plan in Windows* 10 to High Performance.
  • Control Panel\Hardware and Sound\Power Options

 

  • Check if the monitors are running the latest firmware/driver.

 

Wanner G.

Intel Customer Support Technician

HLeen
Beginner
303 Views

Update. Have one nuc on windows 10 (1909). Replaced again the cable, installed the bch drivers (which b.t.w. made no difference) and this morning installed HDMI firmware 1.77. About the latter I have a question you maybe can answer. When I was running the HDMI firmware 1.72 and ran the online intel assistant scan it concluded that all was well. Then I downloaded the 1.76 version of the firmware, thinking it was the latest one until I got to the link you emailed me, which gave me the 1.77 version. Meanwhile all those times the assistant gave me the false results apparently that the NUC was up the specs. I know I'm not the smartest guy on the block but how do I check and where do I find the latest?
LeonWaksman
Super User
303 Views

Hello @HLeen​ 

  1. This is NUC7i5BNx Download page where you can find all the latest software for your NUC.
  2. BTW, the latest HDMI firmware for your NUC is Version: 1.77.93

Leon

 

Wanner_G_Intel
Moderator
303 Views

Hello HLeen,

 

As recommended by the Community peer, you can find drivers and firmware updates at https://downloadcenter.intel.com/.

 

Could you please let us know if the problem persists after installing a newer HDMI* firmware update.

 

Wanner G.

Intel Customer Support Technician

HLeen
Beginner
303 Views

I have it all up to date now; windows, hdmi firmware, dch drivers, bios, latest graphic drivers. New HDMI cable. So far the problem persisted before I installed the 1.77 hdmi firmware. Will let you know. Might take a day or so.
HLeen
Beginner
303 Views

This is not a came on. I have a friend who has seen the NUCS I have and is thinking of getting one for his wife. I'm really not sure what to tell him. Except for the $^$^$#% HDMI problem they have been working fine. So I'll see what the latest upgrades will do before I open my mouth.
HLeen
Beginner
289 Views

This morning after applying all the updates the NUC woke up from sleep mode. The monitor died not. Had to unplug/plug in to make it work.
PA-NUC-User
Novice
303 Views

I had a similar problem - when my 8i7BEH woke from sleep, the display would be set to an unsupported mode so it would either blank or flash. I reported it here but no solution was available. All software, drivers, and firmware are at the latest release.

 

Unfortunately (possibly because of the repeated application of the unsupported video mode) my display (Acer CB281HK) failed and a new mainboard was installed (under warranty, fortunately). During the warranty repair, I swapped in a Dell P2415Q and observed the same problem. With the new mainboard the problem persisted.

 

I have configured my 8i7BEH to never sleep, and all seems OK. Not an ideal solution, but at least the system is stable.

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