NUC 6i7KYK vs. GFX_WIN10_64_26.20.100.6911_KY driver causing blank screens; how to revert to GFX_WIN10_64_25.20.100.6519_KY?

[DWatson]

I installed the latest support download graphics driver for the Skull Canyon, GFX_WIN10_64_26.20.100.6911_KY. It wants to show a blank screen on startup. Only by RDP-ing into the machine and disabling the driver do I get an image. I tried uninstalling the driver, then, from Settings | Apps, uninstalling the Intel Graphics Driver. Then I tried reinstalling the previous support download driver, GFX_WIN10_64_25.20.100.6519_KY. It refused to install, saying something about system doesn't meet requirements for this driver. Funny thing is it still wants to find and use an Iris Pro Graphics 580 with the version 26 driver.

I've "reinstalled" the v. 26...6519 driver. But it still has to be coaxed into showing something besides a blank screen at startup.

How do I fix the v.26 driver blank screen or roll back to the v.25 driver?

[Abigail_G_Intel · Accepted solution]

Hello DWats,

Thank you for posting on the Intel Communities.

Based on the information that you have provided the first step that I would recommend you to check is that your Operating system version is up to date.

I would recommend uninstalling the graphics drivers and graphics applications following these steps:

1. Update Windows® 10 OS. 
2. Select Update Now to update the Windows system to the latest version 1903.

1. Download the graphics driver in the following link https://downloadcenter.intel.com/download/28602/Intel-HD-Graphics-Driver-for-Windows-10-for-NUC6i7KYK and save it on the computer. 
2. Disconnect from the Internet so no new drivers are automatically installed by Windows Update. 
3. Uninstall the Intel® HD Graphics driver and the Intel Graphics Control Panel from Control Panel > Programs and Features. 
4. Restart the computer. 
5. Confirm in Device Manager > Video Adapters the controller is listed as 'Microsoft Basic Display Adapter' > if not, repeat steps 2 through 4. 
6. If the adapter continues to be listed as ‘Intel HD Graphics’ or similar, and no other Intel Graphics driver is listed under 'Programs and Features' for removal, then it means Windows has switched to a previously installed Legacy driver. At this point we can remove Legacy drivers from Device Manager: 

• 6.1.1 Right-click on 'Intel HD Graphics' or similar, and select 'Uninstall Device' 
  • 6.1.2 In the pop-up window make sure 'Delete the driver software for this device' is checked. 
  • 6.1.3 Click on 'Uninstall'. 
  • 6.1.4 Restart. (Repeat steps 6.1.1 through 6.1.4 until the device gets listed as 'Microsoft Basic Display Adapter') 

1. Install the DCH driver that was downloaded in step 1. 
2. Restart the computer. 
3. Reconnect to the Internet. 

Please share the outcomes and let me know if this time the driver was installed successfully.

Best Regards, 

Abigail G 

Intel Customer Support Technician 

A Contingent Worker at Intel.

[Abigail_G_Intel]

Hello DWats,

Were you able to perform the troubleshooting steps provided in my previous post?

Please let me know if you need further assistance.

Best Regards, 

Abigail G 

Intel Customer Support Technician 

A Contingent Worker at Intel

[DWatson]

Thanks, BTW!

[DWatson]

Yes, the multiple sequential uninstalls and App uninstalls did get to Microsoft Basic Display Adapter and sanity about which driver to use. I installed the 26*_KY driver. It seems to be working much better at startup, but I still have had one occasion when, after sleeping, the PC woke up but the display did not, and I had to RDP in to disable/enable the IRIS PRO Graphics 580 device to get the display to awaken. Who knows what that means?

[Abigail_G_Intel]

Hello DWats,

Thank you for the answer and for sharing the updates, I am glad to know that you were able to install the previous graphics driver.

1. What are your power settings on Windows*?
2. Check the Power Options on Power Options/Plan settings on Control Panel.
3. Check the Power Settings/Eco Mode on the TV/Monitor. For instructions on how to check these settings, contact the TV/Monitor manufacturer
4. Load defaults settings in the NUC's BIOS:

• Press F2 during boot to enter BIOS Setup.
• Press F9 to set defaults.
• Press F10 to save and exit BIOS.

5- If loading defaults BIOS does not help, check the power sleep states on the NUC.

Go to the BIOS and check the following settings:

a- Advanced > Devices > Onboard Devices > Auto Turn On TV> Select "From S3/S4/S5 Boot" 

TV turns on when Intel® NUC is powered on or resumes from S3/S4/S5 state.

b- Advanced > Power > Secondary Power Settings (Right Section) > Deep S4/S5 > Select Disabled

Disable to allow to wake up from other methods besides the power button.

c- Advanced > Power > Secondary Power Settings (Right Section) > USB S4/S5 Power > Enabled

Enable the USB Port power in S4/S5 state.

d- Advanced > Power > Secondary Power Settings (Right Section) > Wake on USB from S5 > Enabled.

Enable Wake on USB from S5 state.

Best Regards, 

Abigail G

Intel Customer Support Technician

A Contingent Worker at Intel

[Abigail_G_Intel]

Hello DWats,

Were you able to check the steps in my previous post?

Please let me know if you need further assistance regarding the wake-up issues.

Best Regards, 

Abigail G

Intel Customer Support Technician

A Contingent Worker at Intel

[DWatson]

Rather than going and breaking a bunch of stuff that is working correctly--BIOS reset--I spent some more time looking at two issues I was seeing on the v. 26*KY driver after I got all the different version confusion sorted out. First problem was the failures to wake the monitor when the PC awoke. Second problem was coming back to the PC to find it locked up, fan running pretty hard, no display, not on network. Finally I watched the PC wake up once and do the lock-up thing. I concluded these two problems are likely a) related, and b) coming from the v. 26*KY driver.

So I uninstalled--at some length--the v. 26*KY driver and reverted to the v. 25*KY driver. After three days, I've seen neither of the two issues I was seeing pretty much daily with the v. 26*KY driver. Hopefully Intel is aware of this (these) issue(s) with the v. 26*KY driver on the NUC6i7KYK from telemetry or other user reports. Either way, I'm going to stand down for a while, use the older driver, and await v. 27*KY.

Thanks for your help,

Dick

[Abigail_G_Intel]

Hello DWats,

Thank you for the response and the information provided.

I really appreciate your feedback and this will be submitted to the department in charge so they can check on this troubleshooting information and fix provided for the issue.

It's been a pleasure to assist you!

Best Regards,

Abigail G

Intel Customer Support Technician

A Contingent Worker at Intel

[JSato2]

I'm also having the same issue as DWats on a similar configuration. I needed to use Google Remote Desktop to access the 6i7KYK since the monitor only displays the NUC splash screen and then reports "no signal". The monitor is a ViewSonic VA2446 connected via an HDMI to VGA cable. Around a month ago, the signal started going in and out, and with the more recent Windows 10 Pro updates, I can no longer get any signal beyond the splash screen. I initially thought the monitor or cable had gone bad but when I finally got the Intel Iris Pro Graphics 580 driver to uninstall (which, as DWats reported, quite an adventure as it kept showing up after multiple uninstall attempts done every which way... "why won't you die!?" from Austin Powers 2, anyone?), the monitor was able to get a signal from the basic Windows driver.

At this point I saw this thread so I tried a legacy driver (25.20.100.6618) but that caused the monitor to stop working again, so I'm going to have to try the one mentioned by DWats in the subject line and report back on whether that works.

Wish I had a mini Display Port to DVI cable around to see if that's a workaround but unfortunately I don't.

[Leonardo_C_Intel]

Hello JSato2

Thank you for posting in the Intel Community.

I would encourage you to test the steps provided on this thread. If after that you still have the same behavior I recommend creating a new thread to isolate you case and system configuration, please make sure you add the information of the system model and specs, detail information of the problem that you are having, plus all the information that you have added to this thread, so we can get more information about the problem.

Thank you; hope to hear from you soon.

Regards,

Leonardo C.

Intel Customer Support Technician

A Contingent Worker at Intel