NUC 7i3 5.1 and 7.1 in Windows

[B_Tank88]

Hi,

I noticed over the weekend that my sound in Windows has an issue. My only options available via windows 10 in sound output are Stereo and Dolby Atmos as seen in the sound options.

I am pretty sure at some point I had both 5.1 and 7.1 available also.

If I were a betting man I would say that this changed once I installed the Dolby Access app to try to get Dolby Atmos streaming in Netflix working. But this doesn't work anyway.

Is anyone else having this experience with 5.1 and 7.1 not available?

Playing back local media using k lite codecs or Kodi is fine.

[Alberto_Sykes]

Thank you for posting in the Intel® Communities Support.

In reference to this scenario, just in case, we recommend to verify the following link in order to confirm that the Intel® NUC and all the peripherals are properly connected:

https://www.intel.com/content/www/us/en/support/articles/000008497/intel-nuc.html

What is the model of the AV receiver being used?

What is the model of the monitor/TV?

Please provide a detailed description of how are you connecting the devices and the video ports that you are using?

In order for us to be able to provide the most accurate assistance on this matter, please provide the SSU report so we can verify further details about the components in your platform, please check all the options in the report including the one that says "3rd party software logs"

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[B_Tank88]

Hi,

I have gone through the speaker set up link and my setup matches that already.

SSU File attached.

Onkyo TXNR646

Philips 65PUS8555

TV to AVR HDMI

NUC to AVR HDMI

To best describe my problem, please refer to his document:

https://www.intel.com/content/dam/support/us/en/documents/boardsandkits/Configure-Surround-Sound.pdf

Step 11.

I dont have any options other than Stereo and Dolby atmos (atmos doesnt work anyway). My amp picks up atmos but the NUC doesnt seem to pass anything. Stereo is ok. My xbox one s plays atmos fine.

I think this started happening after I installed the dolby access app, to try to get atmos to work.

All drivers are up to date. No errors in device manager. I have even done an OS reinstall including format, still same issue.

Note through Kodi all sound formats work fine.

[Alberto_Sykes]

Hi B_Tank88, Thank you very much for providing that information, the pictures and the SSU report.

Based on that report, we can confirm that the latest BIOS version 0083 is already installed and the same goes for the Intel® Graphics driver version 24.20.100.6286, which is the latest as well and that you are currently using.

At this point what we can try is to install the latest HDMI firmware update for the Intel® NUC, version 1.77.93:

https://downloadcenter.intel.com/download/29162/HDMI-Firmware-Update-Tool-for-NUC7i3BN-NUC7i5BN-NUC7i7BN

Just to confirm, you mentioned "I have even done an OS reinstall including format" after doing that did you install the Dolby Access App again? If you did that, for testing purposes, please test the Intel® NUC without installing that application and let us know the results once you get the chance.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[B_Tank88]

I had done the firmware anyway already but did it again now and no difference.

After the OS format I did not do the dolby access again but speaker config was still broken after fresh reinstall.

[Alberto_Sykes]

B_Tank88, Thank you very much for sharing those details.

We will do further research on this matter, as soon as I get any updates I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_Sykes]

Hello B_Tank88, I just received an update on this matter.

Could you please try a clean installation of Intel® Graphics driver version 27.20.100.9077 following the instructions in the link below:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html#:~:text=Go%20back%20to%20the%20Intel,after%20the%20uninstallation%20is%20complete.

https://downloadcenter.intel.com/product/96551/Intel-HD-Graphics-620

And if the problem persists, please install Intel® Graphics driver version 27.20.100.9030, once you get the chance, please let us know the results:

https://downloadcenter.intel.com/download/30066/Intel-Graphics-Windows-10-DCH-Drivers

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[B_Tank88]

Unfortunately no difference in both sets of drivers. Clean install worked fine.

Please see screenshots.

[Alberto_Sykes]

B_Tank88, Thank you very much for sharing those details and the pictures.

We are sorry to hear the issue persists after installing the Intel® Graphics drivers. We will do further research on this matter, for us to be able to do that, please provide the SSU report once again that shows the latest updates that were installed, including those drivers, so we can further assist you with this scenario:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[B_Tank88]

sure please find attached new ssu report

[Alberto_Sykes]

B_Tank88, Thank you very much for providing the updated SSU report.

We will continue with our research on this matter, as soon as I get more details I will post all the updates on this thread.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[B_Tank88]

Hi

Any update yet?

[Ronny_G_Intel]

Hi B_Tank88, 

I apologize for the delay in getting back to you. I have been trying to replicate this issue by playing around with an equivalent configuration and also doing some research but unfortunately, I wasn't able to replicate this behavior and my findings are telling me that this issue is somehow related to the Operating System. There are several reports on the Internet from customers that are having exactly the same issue but using different hardware.

I am going to keep on digging and will consult with the Product Team but in the meantime, would you mind checking with Microsoft* Support? Also, can you test Graphics Driver version 100.9126: https://downloadcenter.intel.com/download/30100/Intel-Graphics-Windows-10-DCH-Drivers? Make sure that you uninstall current Graphics Driver, please reboot your system and try with this version.

Regards,

Ronny G

[B_Tank88]

I just tried drivers but unfortunately no luck.

Thing is if it was an OS issue I have already reinstalled windows including full delete of the partition to ensure a clean install what else can I do?

[Ronny_G_Intel]

B_Tank88,

I am running out of ideas, I checked again all information you have provided us with and this configuration should work (you even mentioned that it was working before), allow me a couple of days to run this issue by the Product Team and I will get back to you.

Thanks,
Ronny G

[Ronny_G_Intel]

After reading the SSU again, I see this:

Can you please send me a screenshot of the Graphics Driver in Device Manager?

If possible, send me a new copy of the SSU either with GFX driver: 100.9126 or with GFX driver 100.6286

Thanks,

Ronny G

[B_Tank88]

Picture of Device Manager attached and new SSU report.

[B_Tank88]

Any update Ronny?

[Ronny_G_Intel]

Hi B_Tank88,

Sorry for the delay in getting back to you, these issues are difficult to replicate.

Can you please check the following article that was created to address this issue: https://www.intel.com/content/www/us/en/support/articles/000058314.html ?

Please let me know the results.

Regards,

Ronny G

[Alberto_Sykes]

Hello B_Tank88, I just wanted to check if the information posted previously by Ronny_G_Intel was useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

[B_Tank88]

Hi

I haven't had a chance to test it yet, but I had a look at the link and it sounds interesting and plausible.

I will test as soon as I can and feed back