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JSnid
Beginner
2,910 Views

Multiple audio output problems with my NUC8i7HNK

Here is my basic system configuration:

OS Name Microsoft Windows 10 Pro

Version 10.0.17134 Build 17134

System Model NUC8i7HVK

Processor Intel(R) Core(TM) i7-8809G CPU @ 3.10GHz, 3096 Mhz, 4 Core(s), 8 Logical Processor(s)

BIOS Version/Date Intel Corp. HNKBLi70.86A.0040.2018.0516.1521, 5/16/2018

SMBIOS Version 3.1

Embedded Controller Version 255.255

Installed Physical Memory (RAM) 16.0 GB

Storage Samsung SSD 970 PRO 1TB

Note that I have installed the latest BIOS and audio drivers.

The two outputs I am connecting to are 1) Samsung TV Model UN40MU6290 with the latest software update (connected via the rear HDMI port using the most recent HDMI cable standard), and 2) Amazon Basic Speakers Model BOOGHY5F3K (connected via the front audio port).

1) The problem with the Samsung TV connection via the rear HDMI port is that no audio is being transferred. The video works fine. When I run the same HDMI cable via my Acer Desktop computer to the same TV, both the video and audio work fine. Numerous other NUC users have reported similar problems in your support forums, with inconclusive responses from Intel support staff.

2) The problem with the Amazon Basic Speakers connection via the front 3.5mm audio port is a hissing sound that overwhelms the desired signal. The speakers work fine when I connect them to my Acer Desktop computer. The same problem also occurs when I attach headphones to the 3.5mm audio port. Again, other NUC users have reported similar problems in your support forums, with inconclusive responses from Intel support staff. Unlike 1), where no signal comes through, the signal in 2) is discernible. But the overwhelming hissing sound makes listening extremely unpleasant.

The combination of both these audio problems makes my NUC all-but-useless. My first choice is to be able to play both video and audio via my TV. Only when the audio didn't work in that context did I go out and buy the Amazon Basic speakers as a potential work-around. There are other potential workarounds--e.g., using the USB and optical audio ports--but they tend to get more expensive and inconvenient to test. My view is that I should be able to get either the HDMI or 3.5mm audio port to work the way they are supposed to.

I believe the most efficient way to address these problems and work through potential solutions would be via a phone conversation where I could quickly address your configuration and other questions. But I would also be grateful if you'd answer my questions within this written forum.

0 Kudos
18 Replies
Ray_W_Intel
Employee
350 Views

Snider,

Can you run a dxdiag and upload the .txt log to the forum. I want to confirm that the display and audio drivers that the system is using are matching the intended drivers.

JSnid
Beginner
350 Views

Attached is the requested dxdiag .txt file.

Ray_W_Intel
Employee
350 Views

Based on the dxdiag you are missing the Radeon Driver.

Please download the latest GFX_Radeon based display driver as that controls the output of the rear HDMI audio.

https://downloadcenter.intel.com/download/27723/NUCs-Radeon-Graphics-Driver-for-Intel-NUC-Kit-NUC8i7... Download Radeon* Graphics Driver for Intel® NUC Kit NUC8i7HNK, NUC8i7HVK

Once you have installed that driver please report back if you are still having audio issues with the rear HDMI port. We are still investigating the 3.5mm jack audio.

JSnid
Beginner
350 Views

Yes, I am continuing to have problems.

After installing the Radeon Driver, I now get lots of noise via both the HDMI and 3.5mm ports. But there is now at least a barely audible signal via the HDMI port.

Note that the dates on the Intel download for the Radeon Driver appear to have been mixed up. The newer driver has an earlier date attached to it than the older driver! The link to the driver you sent me was to an older driver. The mixup in dates is probably why you sent me the link to the older driver. At the top of the driver page you sent me to was the following message: "A newer version of this software is available. Click here to get the latest version of this software." So I installed the latest version of the driver.

Ray_W_Intel
Employee
350 Views

So which driver did you end up installing?

24.20 or 23.20?

I know the dates get messed up sometimes on download center as they are pulled from the certificate date rather than the date the file is actually posted to download center.

JSnid
Beginner
350 Views

Version: 24.20.11001.1028 (Latest)

See: https://downloadcenter.intel.com/download/27877/NUCs-Radeon-Graphics-Driver-for-Intel-NUC-Kit-NUC8i7... Download Radeon* Graphics Driver for Intel® NUC Kit NUC8i7HNK, NUC8i7HVK

idata
Community Manager
350 Views

Hello Snider,

 

 

I would like to gather some information to continue troubleshooting your unit.

 

 

Please answer these questions:

 

 

It seems that your SAMSUNG TV has 3 HDMI ports. Have you tried connecting your Intel® NUC to other HDMI ports?

 

Have you tried using other HDMI cables? Make sure you are using a straight-through connection with a single cable.

 

 

If you go to Sound > Playback devices > Playback, what is the default device? Please do this only with the TV connected to your unit. If possible, please attach a picture.

 

 

Is this the latest firmware update you have in your TV? >JUN 07,2018|ver 1230.0

 

https://www.samsung.com/us/support/owners/product/2017-uhd-smart-tv-mu6290

 

 

In addition, please run the Intel® System Support Utility to review your system configuration one more time after installing the latest driver for Intel® NUC Kit NUC8i7HNK.

 

 

1.Download the Intel® System Support Utility and save the application to your system.

 

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

 

2.Open the application and click Scan to see system and device information. The Intel® System Support Utility defaults to the Summary View on the output screen following the scan. Click the menu where it says summary to change to Detailed View.

 

3.To save your scan, click Next and click Save. You can save the file to any accessible location on your computer.

 

4. Attach the report to this thread.

 

 

Wanner G.
JSnid
Beginner
350 Views

It seems that your SAMSUNG TV has 3 HDMI ports. Have you tried connecting your Intel® NUC to other HDMI ports?

Have you tried using other HDMI cables? Make sure you are using a straight-through connection with a single cable.

Yes, I have tried all three HDMI inputs and it makes no difference.

If you go to Sound > Playback devices > Playback, what is the default device? Please do this only with the TV connected to your unit. If possible, please attach a picture.

I've tried it with both of my installed playback devices.

Is this the latest firmware update you have in your TV? >JUN 07,2018|ver 1230.0

Yes, I have the latest firmware update.

In addition, please run the Intel® System Support Utility to review your system configuration one more time after installing the latest driver for Intel® NUC Kit NUC8i7HNK.

I've attached the report.

My Own Hypothesis:

My son, who is a professional musician, believes the problem is interference with the input/mic port. The mystery is that there is no mic attached to my NUC!

idata
Community Manager
350 Views

Hello Snider,

 

 

Thank you for your response.

 

 

Based on the report attached, you may update your BIOS as some enhancements are usually implemented. Please try installing the Version: 0044 (Latest) and let us know if it resolves the issue.

 

 

Version: 0044 (Latest)

 

https://downloadcenter.intel.com/download/27889/NUCs-BIOS-Update-HNKBLi70-86A-

 

 

Wanner G.
BSaun
Novice
350 Views

Hello,

I too was using a Samsung * monitor* - if you go into the display menu, you may be able to select input parameters for the HDMI ports: I can choose PC, PC/ DVI, and available. In PC/DVI, there is no sound unless I use an audio in cabe; in PC and available, the HDMI cable carries sound and video. Not sure if your TV I s set up the same way.

Hoping this could be helpful. Good luck!

JSnid
Beginner
350 Views

Thanks for your suggestion. Alas, I have a new Samsung, which doesn't even have a DVI input.

JSnid
Beginner
350 Views

I updated to bios version 44. The noise remains when I try to play audio via an HDMI port. As I've previously reported to you, there is no problem with the video (e.g., I am typing this reply via the HDMI connection from my NUC to Samsung TV). I continue to think that there might be some bizarre microphone interference even though I don't have a mic connected to the NUC.

DLang6
Novice
350 Views

4 built in Mics across the front of unit.

JSnid
Beginner
350 Views

Thanks for the information.

Is there a way to turn those four mics off?

idata
Community Manager
350 Views

Hello Snider,

 

 

In this case, you can try these steps to disable the Microphone Array in windows.

 

 

1.Right click the speaker icon in the Taskbar and select 'Playback devices'.

 

2.In the following window, click the Recording tab, left click the Integrated Microphone Array once just to highlight it and then right click it and select Disable

 

 

I hope this helps.

 

 

Wanner G.
JSnid
Beginner
350 Views

Unfortunately, the directions you have given me for turning off the mic don't appear to apply to my Windows 10 Pro operating system. Perhaps they applied to an earlier version of the operating system. In any case, "playback device" is not an option when I right-click the speaker icon on the taskbar.

idata
Community Manager
350 Views

Hello Snider,

 

 

You can also select "Sounds" and click on the "Recording" Tab or you can follow this path: Control Panel > Hardware and Sound > Sound > Recording.

 

 

Wanner G.
JSnid
Beginner
350 Views

Thank you. That turned out to be the solution to the problem. Although I've never plugged a mic into the NUC, when I turned off the mic recording devices, all the interference disappeared on my various HDMI and 3.5mm audio outputs. Fortunately, I rarely use a mic, so with the mic options all disabled I don't miss anything of great value to me. The biggest disappointment is that I may not be able to Skype with this machine. But fortunately I have another computer that I can use for that purpose. It's a sad saga that it took more than a month for me to nail down this cause. But I appreciate your sticking with me and suggesting various possible solutions. All is well that ends well.

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