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NUC 2nd Monitor Waking issues

Remock
Novice
656 Views

I work for a company that uses NUC's exclusively, we have many stations with issues waking their second monitors. All drivers have been updated as per Intel's update assistant. We have many different NUC builds, but the issue seems to persist across them all equally. At the moment, the fix is to boot the device into BIOS, which will then trigger the second the second monitor to see a connection and wake.

 

Things that I've tried that have not worked:

Update all drivers

Update the BIOS

Update the firmware on the monitors

Swap the NUC's 

Swap the cables

Swap the monitors

Swap the inputs

 

We use 3 different versions of the ASUS Pro Art series:

PA24AC - most problems

PA248 - second most problems

WUXGA - no problems

 

I have seen many dead end forums for this where the resolutions are only workarounds, I am hoping to avoid this kind of solution as it does not work in a corporate environment. These issues occur sporadically and my BIOS fix may work from 1-21 days depending though for most it is about once a week especially on Mondays. 

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7 Replies
JosueO_Intel
Moderator
626 Views

Hello Remock, 


Thank you for posting on the Intel communities. In order to have a better understanding of the issue, please share with us the following information: 


  1. Was everything working fine before? If so, when did the issue start happening?
  2. Which port are you using to connect the displays?
  3. Are you using any adapters or dongles to connect the displays?
  4. Have you tried using a non-NUC system to test the displays?


Also, please download and install the Intel System Support Utility (Intel SSU):

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

Open the application and select "Everything" click on "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View". Click on the menu where it says "Summary" to change to "Detailed View".  

Click on "Next", save the report and attach it to your response. Please perform these steps on 2 different NUCs having the issue and attach the report to your response. 


Regards, 


Josue O.  

Intel Customer Support Technician



Remock
Novice
609 Views

Hey Josue,

 

1. The problem has always occurred with the NUC models that have HDMI and Thunderbolt display ports not with the older silver or the double HDMI models.

2. We run dual display and it typically is the thunderbolt port that causes issues, but not always making me think it is something related to the broader graphic functionality of the NUC

3. We use only cables in our environment USB-C to DP, USB-C to HDMI, etc.

4. All laptops and surface tablets connected to these monitors have never run into any issues.

 

See attached reports

JosueO_Intel
Moderator
593 Views

Hello Remock, 


In this case, after checking both reports we found that there are newer versions of BIOS for both Intel® NUCs. Also, newer version for the graphics driver. 


For the NUC8, here you can find the links to the updates:


The current BIOS is 0077, but the latest is 0089: https://www.intel.com/content/www/us/en/download/19303/bios-update-becfl357.html


For the graphics driver, download the latest driver optimized for the Intel® NUC:

https://www.intel.com/content/www/us/en/download/19664/intel-graphics-dch-driver-for-nuc8i3be-nuc8i5...



Regarding the NUC7, we also found a newer version for both the BIOS and the driver:


For the BIOS, the current version is 0062, however, the latest is 0085

https://www.intel.com/content/www/us/en/download/18838/bios-update-bnkbl357.html


And for the graphics driver, you can download it here:

https://www.intel.com/content/www/us/en/download/19046/intel-hd-graphics-driver-for-windows-10-for-n...



Regarding the instructions for these updates, for the graphics driver please perform a clean installation, in order to do this, follow the next steps:


1- Download the latest customized driver.

2- Disconnect from the internet to make sure the driver will not be automatically updated by Windows.

3- Uninstall the Intel Graphics driver. To do this, please follow the steps on the link below under these sections:


• Uninstalling the Intel Graphics Driver via the Device Manager Method

https://www.intel.com/content/www/us/en/support/articles/000005598/graphics.html


4- Restart the computer.

5- Right-click the Windows Start button. Select Device Manager.

6- If no older drivers are stored in the system, the graphics controller in Device Manager should now be listed as 'Microsoft Basic Display Adapter', 'Standard VGA Graphics Adapter', or similar. If not, repeat step 3. Repeat the process until it is listed as 'Microsoft Basic Display Adapter'.

7- Install the latest graphics driver.

8- Once the latest driver has been installed, enable the internet connection again.



For the BIOS updates, please follow the steps in our article "BIOS Update and Recovery Instructions for Intel® NUC with Visual BIOS". Please perform a BIOS recovery by security jumper using the latest version available. 


https://www.intel.com/content/www/us/en/support/articles/000005636/intel-nuc.html



Regards, 


Josue O.  

Intel Customer Support Technician



JosueO_Intel
Moderator
543 Views

Hello Remock, 


Were you able to check the previous post?  

Let us know if you still need assistance.  



Regards, 


Josue O.  

Intel Customer Support Technician



JosueO_Intel
Moderator
473 Views

Hello Remock, 


We have not heard back from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored. 


Regards, 


Josue O.  

Intel Customer Support Technician


Remock
Novice
468 Views

Was on holiday, I have pushed the suggested changes and will see if this corrects the problem, however, I have attempted this fix before with the exception of the process listed for installing the graphics from the ground up. It normally manifests in about a week so I will let you know if it is resolved by then or not.

Remock
Novice
456 Views

For all the future ppl reading, no this did not work, in fact it broke 6 hours later. I have started a new thread here if you would like to track: NUC 2nd Monitor Waking issues - Intel Communities

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