NUC 10i7FNKPA 3.5 inch jack not working

[Sandhuman]

I have recently purchased a brand new NUC 10i7FNKPA

When I initially switched on the NUC, the headphones and microphone worked fine 

I then applied the Windows updates and the Intel Bios Update as requested by the system

The microphone continues to work but there is no longer any sound

I receive a message stating "Plug in Speaker, Headset or Headphone"

I have tested the headphones with mic on another computer and they work fine

I have tested other headphones on the NUC and none of them word (sound)

The system test states all updates are correct (I attach the system information report)

Please can you help 

[Alberto_Sykes]

Sandhuman, Thank you for posting in the Intel® Communities Support.

In reference to this scenario, just to confirm, while the speakers/headphones are connected, if you go to the "Sound" icon on the lower right corner of the screen, and right-click on it then select "Playback Devices", do you see the speakers showing in there? If you do, make sure to select those and then test them to verify if now they are working properly.

If the speakers/headphones are not showing in there, then we can try to reset the BIOS to default settings, please access the BIOS by pressing F2 several times when the Intel® NUC is staring up, once in there press F9 to rest the values to defaults and then F10 to save changes and exit.

If the problem persists, since the microphone, speakers/headphones were working fine with the Intel® NUC, and based on the fact as you mentioned "I then applied the Windows updates and the Intel Bios Update" and the problem started after that, this issue could be related to the driver, so what we can try first will be to re-install the driver, please go to "Device Manager" select "Audio inputs and outputs" look for the option of "Speakers" or "Intel® Audio", right-click on it and select "Uninstall", then install Realtek driver version 6.0.8950.1:

https://downloadcenter.intel.com/download/29213/Realtek-High-Definition-Audio-Driver-for-Windows-10-64-bit-for-NUC10i7FN-NUC10i5FN-NUC10i3FN?wapkw=NUC10i7FNKPA

If the issue remains, do you have the option to do a "Restore Point" to when the speakers were working fine?

https://support.microsoft.com/en-us/windows/how-to-refresh-reset-or-restore-your-pc-51391d9a-eb0a-84a7-69e4-c2c1fbceb8dd 

Another option will be to do a BIOS recovery to the latest version 0046, which is the one currently installed in the system but that might correct some problems, please follow the instructions in the link below, try the "BIOS Recovery by Power Button Menu" first, if it does not work then try the "BIOS Recovery by Security Jumper":

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

https://downloadcenter.intel.com/download/29924/BIOS-Update-FNCML357-?wapkw=NUC10i7FNKPA

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[mirceavlad]

Hi @Alberto 

I'm experiencing the exact same issue as Sandhuman, on my NUC10, and have no audio output device under the sound icon in the taskbar either. Just my Bluetooth speakers when they are on.

1. I will try the BIOS reset, but first I need a to get my hands on an USB keyboard. Super annoying

2. I tried re-installing the latest Realtek driver, but it didn't fix the problem

I will return with a result. Hopefully the BIOS reset works.

Thanks

[burstcache]

I have exactly the same issue after upgrading the BIOS to 0047.

I see you are recommending 0046 saying it's the current version, which should I try?

[mirceavlad]

@burstcache @Alberto_Sykes 

Just checked my BIOS version right now. It was 046.

I updated with the latest 047, and still experiencing the same issue. It's like I'm not plug-ing anything into the audio jack.

Also while in BIOS, I looked under Onboard device, and the checkboxes for audio and mic are both checked.

As a side note, the Realtek Audio Console, an app related to the sound card I assume, that was installed by Windows right after the first boot, doesn't load either. "Cannot connect to RPC service"

Any news?

Thanks

[burstcache]

Are you using Thunderbolt for HDMI for video?
Do you have any errors within Device Manager?
Which Windows version are you running?

 I am on HDMI.

 I have Intel (R) Smart Sound Technology (Intel (R) SST) OED with a warning triangle. Error is This device cannot start (Code 10) FW sis not send FW Ready notification.

 I am on Windows 10 Enterprise 1903.

I have a work around at present connected a Vention external USB sound card.

[mirceavlad]

No thunderbolt, display is connected directly through the hdmi output.
No errors in device manager, but no sound device either. Just my bluetooth speakers when connected.
I have a usb DAC as well, will probably use it with my NUC until this nonsense gets fixed.
Windows bulid 19042.

[Alberto_Sykes]

Hello Sandhuman, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_Sykes]

mirceavlad, burstcache, Thank you for posting in the Intel® Communities Support.

Please submit your inquiry on a new thread, the reason for this is that every scenario is different even if the same product is being used, so for us to better assist you and in order to try to fix the problem, please submit a new thread:

https://communities.intel.com/community/tech

Let me apologize for any inconvenience.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[burstcache]

@Alberto_Sykes  Done. Is there a driver/bios problem? I see many posts about this with little progress in resolving them.

[mirceavlad]

Yep, very frustrating.

I posted about this issue as well. But no solution yet.

It's the audio jack... BIOS is version 47.

If at BIOS  version 47 Intel is still struggling with something as basic as this .... 

You would expect more honestly.

[Alberto_Sykes]

Hello Sandhuman, Since I have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

burstcache, perfect, the agent working on your case will provide all the details requested about this matter.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Sandhuman]

I have not been able to reply because I kept on getting the following error message every time I tried to reply: - 

HTTP ERROR 500

Problem accessing /content/saml_login. Reason:

    Server Error

Caused by:

org.apache.jackrabbit.oak.segment.SegmentNotFoundException: Segment 0cf4c815-5303-4b7d-ab84-eeee2cfa3540 not found
	at org.apache.jackrabbit.oak.segment.file.AbstractFileStore.readSegmentUncached(AbstractFileStore.java:284)
	at org.apache.jackrabbit.oak.segment.file.FileStore.lambda$readSegment$10(FileStore.java:501)
	at org.apache.jackrabbit.oak.segment.SegmentCache$NonEmptyCache.lambda$getSegment$0(SegmentCache.java:163)
	at com.google.common.cache.LocalCache$LocalManualCache$1.load(LocalCache.java:4724)
	at com.google.common.cache.LocalCache$LoadingValueReference.loadFuture(LocalCache.java:3522)
	at com.google.common.cache.LocalCache$Segment.loadSync(LocalCache.java:2315)
	at com.google.common.cache.LocalCache$Segment.lockedGetOrLoad(LocalCache.java:2278)
	at com.google.common.cache.LocalCache$Segment.get(LocalCache.java:2193)
	at com.google.common.cache.LocalCache.get(LocalCache.java:3932)
	at com.google.common.cache.LocalCache$LocalManualCache.get(LocalCache.java:4721)
	at org.apache.jackrabbit.oak.segment.SegmentCache$NonEmptyCache.getSegment(SegmentCache.java:160)
	at org.apache.jackrabbit.oak.segment.file.FileStore.readSegment(FileStore.java:501)
	at org.apache.jackrabbit.oak.segment.SegmentId.getSegment(SegmentId.java:153)
	at org.apache.jackrabbit.oak.segment.Record.getSegment(Record.java:71)
	at org.apache.jackrabbit.oak.segment.SegmentNodeState.getStableIdBytes(SegmentNodeState.java:166)
	at org.apache.jackrabbit.oak.segment.SegmentNodeState.getStableId(SegmentNodeState.java:153)
	at org.apache.jackrabbit.oak.segment.SegmentNodeState.fastEquals(SegmentNodeState.java:689)
	at org.apache.jackrabbit.oak.segment.SegmentNodeState.equals(SegmentNodeState.java:705)
	at org.apache.jackrabbit.oak.plugins.index.search.IndexDefinition.hasMatchingNodeTypeReg(IndexDefinition.java:687)
	at org.apache.jackrabbit.oak.plugins.index.lucene.LuceneIndexEditorProvider.getIndexEditor(LuceneIndexEditorProvider.java:190)
	at org.apache.jackrabbit.oak.plugins.index.CompositeIndexEditorProvider.getIndexEditor(CompositeIndexEditorProvider.java:73)
	at org.apache.jackrabbit.oak.plugins.index.WhiteboardIndexEditorProvider.getIndexEditor(WhiteboardIndexEditorProvider.java:49)
	at org.apache.jackrabbit.oak.plugins.index.IndexUpdate.collectIndexEditors(IndexUpdate.java:275)
	at org.apache.jackrabbit.oak.plugins.index.IndexUpdate.enter(IndexUpdate.java:164)
	at org.apache.jackrabbit.oak.spi.commit.VisibleEditor.enter(VisibleEditor.java:53)
	at org.apache.jackrabbit.oak.spi.commit.EditorDiff.process(EditorDiff.java:48)
	at org.apache.jackrabbit.oak.spi.commit.EditorHook.processCommit(EditorHook.java:54)
	at org.apache.jackrabbit.oak.spi.commit.CompositeHook.processCommit(CompositeHook.java:60)
	at org.apache.jackrabbit.oak.spi.commit.CompositeHook.processCommit(CompositeHook.java:60)
	at org.apache.jackrabbit.oak.segment.scheduler.Commit.apply(Commit.java:99)
	at org.apache.jackrabbit.oak.segment.scheduler.LockBasedScheduler.execute(LockBasedScheduler.java:308)
	at org.apache.jackrabbit.oak.segment.scheduler.LockBasedScheduler.schedule(LockBasedScheduler.java:279)
	at org.apache.jackrabbit.oak.segment.SegmentNodeStore.merge(SegmentNodeStore.java:211)
	at org.apache.jackrabbit.oak.core.MutableRoot.commit(MutableRoot.java:250)
	at org.apache.jackrabbit.oak.jcr.delegate.SessionDelegate.commit(SessionDelegate.java:346)
	at org.apache.jackrabbit.oak.jcr.delegate.SessionDelegate.save(SessionDelegate.java:493)
	at org.apache.jackrabbit.oak.jcr.session.SessionImpl$8.performVoid(SessionImpl.java:424)
	at org.apache.jackrabbit.oak.jcr.delegate.SessionDelegate.performVoid(SessionDelegate.java:273)
	at org.apache.jackrabbit.oak.jcr.session.SessionImpl.save(SessionImpl.java:421)
	at com.adobe.granite.repository.impl.CRX3SessionImpl.save(CRX3SessionImpl.java:208)
	at com.adobe.granite.auth.saml.extidp.DefaultUserSync.process(DefaultUserSync.java:107)
	at com.adobe.granite.auth.saml.SamlAuthenticationHandler.syncUser(SamlAuthenticationHandler.java:860)
	at com.adobe.granite.auth.saml.SamlAuthenticationHandler.handleLogin(SamlAuthenticationHandler.java:852)
	at com.adobe.granite.auth.saml.SamlAuthenticationHandler.extractCredentials(SamlAuthenticationHandler.java:499)
	at org.apache.sling.auth.core.impl.AuthenticationHandlerHolder.doExtractCredentials(AuthenticationHandlerHolder.java:76)
	at org.apache.sling.auth.core.impl.AbstractAuthenticationHandlerHolder.extractCredentials(AbstractAuthenticationHandlerHolder.java:60)
	at org.apache.sling.auth.core.impl.SlingAuthenticator.getAuthenticationInfo(SlingAuthenticator.java:735)
	at org.apache.sling.auth.core.impl.SlingAuthenticator.doHandleSecurity(SlingAuthenticator.java:483)
	at org.apache.sling.auth.core.impl.SlingAuthenticator.handleSecurity(SlingAuthenticator.java:460)
	at org.apache.sling.engine.impl.SlingHttpContext.handleSecurity(SlingHttpContext.java:131)
	at org.apache.felix.http.base.internal.whiteboard.PerBundleServletContextImpl.handleSecurity(PerBundleServletContextImpl.java:82)
	at org.apache.felix.http.base.internal.dispatch.InvocationChain.doFilter(InvocationChain.java:58)
	at org.apache.felix.http.base.internal.dispatch.Dispatcher$1.doFilter(Dispatcher.java:146)
	at org.apache.felix.http.base.internal.whiteboard.WhiteboardManager$2.doFilter(WhiteboardManager.java:1002)
	at com.adobe.granite.cors.impl.CORSFilter.doFilter(CORSFilter.java:88)
	at org.apache.felix.http.base.internal.handler.PreprocessorHandler.handle(PreprocessorHandler.java:136)
	at org.apache.felix.http.base.internal.whiteboard.WhiteboardManager$2.doFilter(WhiteboardManager.java:1008)
	at org.apache.sling.security.impl.ReferrerFilter.doFilter(ReferrerFilter.java:326)
	at org.apache.felix.http.base.internal.handler.PreprocessorHandler.handle(PreprocessorHandler.java:136)
	at org.apache.felix.http.base.internal.whiteboard.WhiteboardManager$2.doFilter(WhiteboardManager.java:1008)
	at org.apache.felix.http.sslfilter.internal.SslFilter.doFilter(SslFilter.java:97)
	at org.apache.felix.http.base.internal.handler.PreprocessorHandler.handle(PreprocessorHandler.java:136)
	at org.apache.felix.http.base.internal.whiteboard.WhiteboardManager$2.doFilter(WhiteboardManager.java:1008)
	at com.adobe.ams.security.core.AMSSecurityFilter.doFilter(AMSSecurityFilter.java:56)
	at org.apache.felix.http.base.internal.handler.PreprocessorHandler.handle(PreprocessorHandler.java:136)
	at org.apache.felix.http.base.internal.whiteboard.WhiteboardManager$2.doFilter(WhiteboardManager.java:1008)
	at org.apache.felix.http.base.internal.whiteboard.WhiteboardManager.invokePreprocessors(WhiteboardManager.java:1012)
	at org.apache.felix.http.base.internal.dispatch.Dispatcher.dispatch(Dispatcher.java:91)
	at org.apache.felix.http.base.internal.dispatch.DispatcherServlet.service(DispatcherServlet.java:49)
	at javax.servlet.http.HttpServlet.service(HttpServlet.java:725)
	at org.eclipse.jetty.servlet.ServletHolder.handle(ServletHolder.java:852)
	at org.eclipse.jetty.servlet.ServletHandler.doHandle(ServletHandler.java:544)
	at org.eclipse.jetty.server.handler.ScopedHandler.nextHandle(ScopedHandler.java:233)
	at org.eclipse.jetty.server.session.SessionHandler.doHandle(SessionHandler.java:1581)
	at org.eclipse.jetty.server.handler.ScopedHandler.nextHandle(ScopedHandler.java:233)
	at org.eclipse.jetty.server.handler.ContextHandler.doHandle(ContextHandler.java:1307)
	at org.eclipse.jetty.server.handler.ScopedHandler.nextScope(ScopedHandler.java:188)
	at org.eclipse.jetty.servlet.ServletHandler.doScope(ServletHandler.java:482)
	at org.eclipse.jetty.server.session.SessionHandler.doScope(SessionHandler.java:1549)
	at org.eclipse.jetty.server.handler.ScopedHandler.nextScope(ScopedHandler.java:186)
	at org.eclipse.jetty.server.handler.ContextHandler.doScope(ContextHandler.java:1204)
	at org.eclipse.jetty.server.handler.ScopedHandler.handle(ScopedHandler.java:141)
	at org.eclipse.jetty.server.handler.ContextHandlerCollection.handle(ContextHandlerCollection.java:221)
	at org.eclipse.jetty.server.handler.HandlerWrapper.handle(HandlerWrapper.java:127)
	at org.eclipse.jetty.server.Server.handle(Server.java:494)
	at org.eclipse.jetty.server.HttpChannel.handle(HttpChannel.java:374)
	at org.eclipse.jetty.server.HttpConnection.onFillable(HttpConnection.java:268)
	at org.eclipse.jetty.io.AbstractConnection$ReadCallback.succeeded(AbstractConnection.java:311)
	at org.eclipse.jetty.io.FillInterest.fillable(FillInterest.java:103)
	at org.eclipse.jetty.io.ChannelEndPoint$2.run(ChannelEndPoint.java:117)
	at org.eclipse.jetty.util.thread.strategy.EatWhatYouKill.runTask(EatWhatYouKill.java:336)
	at org.eclipse.jetty.util.thread.strategy.EatWhatYouKill.doProduce(EatWhatYouKill.java:313)
	at org.eclipse.jetty.util.thread.strategy.EatWhatYouKill.tryProduce(EatWhatYouKill.java:171)
	at org.eclipse.jetty.util.thread.strategy.EatWhatYouKill.run(EatWhatYouKill.java:129)
	at org.eclipse.jetty.util.thread.ReservedThreadExecutor$ReservedThread.run(ReservedThreadExecutor.java:367)
	at org.eclipse.jetty.util.thread.QueuedThreadPool.runJob(QueuedThreadPool.java:782)
	at org.eclipse.jetty.util.thread.QueuedThreadPool$Runner.run(QueuedThreadPool.java:918)
	at java.lang.Thread.run(Thread.java:748)

[mirceavlad]

The most unexpected solution did it for me, and now the FP jack is working as it should.

I uninstalled the Realtek audio driver from control panel.

Then searched the drive C for the keyword "Realtek" - deleted everything it could find.

And that's all. Jack works fine, I have no Audio driver installed. It's hilarious.

[Alberto_Sykes]

Hello Sandhuman, I just wanted to check if the steps provided by mirceavlad were useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Sandhuman]

I have tried mirceavlad's suggestions but these have not worked.

Firstly, I do not have the realtek driver installed, instead I have the Microsoft HD Audio driver installed as shown by the attached screen shot.

The Intel Driver Support Utility states that I need to install the Realtek driver as shown by the second screen shot

I have tried installing the Realtek driver but it can not install itself over the MS HD Audio driver

I have tried removing this MS HD Audio driver but everytime I reboot it simply re-installs itself

I am at a loss as to what to do 

[n_scott_pearson]

Use this process:

1. Make sure you have the installation package for the Reaktek driver on the system.
2. Disconnect the system from the Internet. Unplug any Ethernet cable and disable Wireless.
3. Uninstall the existing audio driver. Make sure to delete any associated software as part of the process.
4. Reboot.
5. If no audio driver detected, go to Step 8.
6. Uninstall the audio driver detected. Make sure to delete any associated software as part of the process.
7. Go to Step 4.
8. Install the Realtek driver package.
9. Reboot.
10. Test.

Hope this helps,

...S

[Sandhuman]

Dear Scott,

Thank you for your suggestion, I have the driver and completely disconnected from the internet and uninstalled the driver and re-booted

(1) The first time I tried, the generic "HD audio device" driver re-installed when I re-booted

(2) The second time, I additionally removed the "Realtek Audio Console" but again the generic driver re-installed when re-booted

(3) I have perused in detail all the software installed to try and identify what may be reinstalling the driver and my suspicion is the "Microsoft Update Health Tools", before I uninstall this & try for a third time, I have checked the internet and it seems that update: KB4023057 for windows 10 installed this program but I could not find any reports that this is causing my problem but a description  of the software states that it smooths windows updates hence my suspicions: - 

"This update may request your device to stay awake longer to enable installation of updates.
Note: The installation will respect any user-configured sleep configurations and also your “active hours” when you use your device the most.
This update may try to reset network settings if problems are detected, and it will clean up registry keys that may be preventing updates from being installed successfully.
This update may repair disabled or corrupted Windows operating system components that determine the applicability of updates to your version of Windows 10.
This update may compress files in your user profile directory to help free up enough disk space to install important updates.
This update may reset the Windows Update database to repair the problems that could prevent updates from installing successfully. Therefore, you may see that your Windows Update history was cleared.”

Should I uninstall this as well before I try for a third time, do you think?

Kind Regards

[Sandhuman]

[Alberto_Sykes]

Hello Sandhuman, I just wanted to check if you were able to uninstall the "Microsoft Update Health Tools" program, if the problem persists after that, and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Sandhuman]

This is my understanding; - Any driver will match to a device through the Hardware ID, these must match  

The reason the Realtek driver is not installing is because the Realtek driver is expecting one Hardware ID whereas the audio soundcard is transmitting another different Hardware ID so the driver is not matched to the device and Windows installs a generic driver instead

As shown in the attachments the prefix of the hardware ID differs, clearly the Realtek person writing the software driver assumed this would be  "INTELAUDIO" but the Intel person configuring the hardware kept this name as the generic OEM name "HDAUDIO"

The soundcard is transmitting the Hardware ID to  be "HDAUDIO\FUNC_01&VEN_10EC&DEV_0256&SUBSYS_80862081" 

This is shown in the screen grab

Unfortunately the Realtek driver is looking for the following 

"INTELAUDIO\FUNC_01&VEN_10EC&DEV_0256&SUBSYS_80862081"
(line 46 of the file HDXSSTINTEL in the driver)

As shown in the screengrabs  the prefix of the hardware ID on the driver is "INTELAUDIO" but on the Intel device it is "HDAUDIO", these do not match

Intel will need to confirm and release a firmware update to correct  the name  or another version of the Realtek driver needs to be released with  the correct name (the hardware IDs must match), either way I do not know when this will happen?