Monitor goes black for a few seconds

[RolandT]

I experience the monitor to go black, and come back after a few seconds (anything between 2 to 10 seconds) Have not been able to find the exact root cause as it seems random. 

However, what I did notice is that it often happens when:

- I switch on/off my Bluetooth keyboard or mouse (Logitech MX series)

- I work with VirtualBox

Not sure if the above helps to pinpoint the cause.

I have a direct usb-c connection from NUC to Monitor, monitor is LG 27UL850-W. Using the cable that came with the monitor.

[Esteban_D_Intel]

Hello RolandT,

Thank you for posting on the Intel® communities.  

To better assist you I would appreciate if you could provide the following information:

• I noticed that your unit is up to date in terms of software, was the unit working fine prior to any update?
• Have you tried different cables/monitors to see if this behavior persists?
• Does this occur also with the HDMI port?
• How many monitors are connected to the NUC? Is this the main monitor?
• Please provide your operating system version.

Esteban D.

Intel Technical Support Technician  

[RolandT]

Hi @Esteban_D_Intel 

It is a fresh install of Windows 10

This behavior is only with usb-c cables not with hdmi

I have only one monitor connected

Running windows 10 pro version 2004

[RolandT]

+ same behavior with other usb-c cables, so the usb-c cable itself does not seem to be the cause.

[Esteban_D_Intel · Accepted solution]

Hello RolandT,

Thank you for the information provided.

• Can you please tell me the model or part number of the cable that you have tested?
• This is a straight connection, correct?
• What is the version of your Thunderbolt™ 3 firmware?

I would recommend changing the Windows power management for the Thunderbolt controller:

1. Press the Windows key and X.
2. Select Device Manager.
3. Expand the System devices section.
4. Right-click the Thunderbolt(TM) Controller and select Properties.
5. On the Power Management tab, uncheck the box for Allow the computer to turn off this device to save power.
6. Click OK.
7. Close Device Manager.

Please let me know how it goes.

Esteban D. 

Intel Technical Support Technician 

[RolandT]

H @Esteban_D_Intel ,

Switching off  Allow the computer to turn off this device to save power. fixed the problem!

I'm not sure how to find the firmware version, I opened Thunderbolt Control Center and read NVM Firmware version 42.0. Is this what you wanted to know?

I had never opened this Thunderbolt control center and I wonder why the monitor does not show up as being connected in the attached devices?

[Esteban_D_Intel]

Hello RolanT,

Thank you so much for the update.

We have received reports that the Intel® Thunderbolt™ Control Center may not show all the devices connected to the computer. My recommendation on that would be to keep an eye on the Microsoft* store for future updates of the software.

However, I’m glad to know that the issue was resolved after changing the Thunderbolt™ controller power management options.

If you need any additional information, please submit a new question as this thread will no longer being monitored. 

Esteban D.  

Intel Technical Support Technician