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NUC Laptop M15 Display Timeout

RaulEspino
Novice
3,892 Views

Hello everybody,

I have built several M15 laptops with Windows 10 and every single unit dims the display after 30 seconds and inevitably turns off the display after 90 seconds. This consistently happens when there is no activity and there is no one in front of the system. Once someone is paying attention to the system, Windows senses the attention and wakes up.

I am trying to keep the system in an "always on" state. I have set all of the power options to "never" and I have disabled the ability for Windows to control when the system sleeps. Googling these problems arrives at the same standard Windows power settings answers or some goofy registry edits to change variables that have nothing to do with this very simple problem. I personally believe this has to do with "Windows Hello" and the operating system's ability to sense whether someone is in front of the system. 


Has anyone figured out a way to disable this screen timeout?? Are there any drivers or operating system apps that help control these variables??

Thank you so much,
Raul Espino

0 Kudos
1 Solution
Ronny_G_Intel
Community Manager
3,718 Views

Hi @RaulEspino 

 

Please try the following recommendation:

Let me know the results.

 

Regards,

Ronny G

View solution in original post

12 Replies
AndrewG_Intel
Moderator
3,875 Views

Hello @RaulEspino

Thank you for posting on the Intel® communities.


In order to check this further, could you please provide us with the following information?

1- What is the exact model(s) of the Intel® NUC M15 Laptop Kit experiencing this behavior? (e.g.: LAPBC510, LAPBC710, or both?)

2- Is this occurring only with the built-in display? Do you have an external display(s) connected to the laptop? Please provide details

3- How many units are affected by this behavior?

4- Since you mentioned you "believe this has to do with Windows* Hello", by any chance have you tested disabling this feature? If yes, is the behavior different?


5- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system:

  • Download the Intel® SSU and save the application on your computer
  • Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
  • To save your scan, click Next and click Save.
  • Once you have saved the file (.txt file), please attach it to your reply.

To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.


Best regards,

Andrew G.

Intel Customer Support Technician


RaulEspino
Novice
3,858 Views

Hello @AndrewG_Intel ,

I have built both models, but mainly build the LAPBC710 SKU: BBC710BCU7B01. I have sold over 25 i7 710s to my MSP clients and this behavior occurs on all of them. I'm currently working with a 710 I have placed in my lab to try to resolve this issue.

The dimming begins at exactly 30 seconds, and the screen goes black one minute later at a total of 90 seconds. The countdown timer begins when the built-in display does not see any activity or attention. When on an external display and the lid closed, the screen goes straight to black at 90 seconds with the lid closed. To bring it back, I have to open the display on the laptop so that it sees and responds to attention/activity.

In every one of the systems this problem starts to occur after the initial installation of the Intel driver set for Windows 10. If I do not install the drivers and do not run Windows update, the system stays on. Once I install the drivers or do a Windows update, the system starts to repeat this problem. I believe the root of this problem is the lack of complete drivers and control from Intel for this hardware. The advanced power settings under the control panel power options is very stripped-down with very few options as opposed to other similarly fully featured laptops. No dimming or attention control. (See Attached Pictures) A few Google searches eluded that Microsoft surface units had the same problem with the windows hello facial recognition biometric cameras, but Microsoft came out with a repair driver to add time control to the control panel advanced power options window. I did try to run that driver on the M15, but the driver had a system identification lock and would not run.

I have patiently been waiting for Intel to come out with a better driver set for these units as they are extremely popular with my clients. The hardware has amazing potential and allows me to be competitive against all of the big box manufacturers. The lack of better and more complete drivers is killing me.

As far as disabling Windows hello, there are no clear-cut ways of disabling the portion of Windows hello that is causing this biometric lockout. Googling "disable Windows hello" comes up with different ways of turning off different parts of Windows hello, but not the entire package. My customers love the facial recognition login and the amazing features of the cameras of this laptop, I just need to control this display/sleep issue. This issue has nothing to do with the power options/power conservation settings. It somehow supersedes all of the Windows settings and has no place to be defined or controlled. I really do not want to be messing with the Windows registry for each and every unit I sell.

I have attached the SSU report as requested. My current 710 test system is running a clean copy of Windows 10 Pro 21H1, BIOS 069, all of the current Intel drivers, and Google Chrome. Every one of my systems uses an Intel 670P SSD.

Thank you so much!!

Raul Espino

 

 

Ronny_G_Intel
Community Manager
3,719 Views

Hi @RaulEspino 

 

Please try the following recommendation:

Let me know the results.

 

Regards,

Ronny G

Oniemusha
Beginner
3,724 Views

Hi! Just checking with the thread starter @RaulEspino  if he already made progress on this? If yes, what solution have been made? 

 

Thanks. I am currently following this thread to increase knowledge on this system. 

RaulEspino
Novice
3,708 Views

YES!!!

 

That was exactly what I was looking for!! I have attached a photo of the settings I set in the studio software. This allows the user to still have face detection login on startup, but disables the 1:30 lock. When the user purposely locks the machine using the (Windows + L) command, face detection works perfectly and brings the user right back in.

 

Thank you so much to @AndrewG_Intel and @Ronny_G_Intel for the assistance. This is such a beautifully made machine that absolutely kills the competition. I wish it had an i7-1185 and I wish there was a 32GB option, but this unit allows us as MSPs to offer a product superior to the competition to benefit our customers. I cannot wait to see the X15 when it ships.

Thank you again!
Raul Espino

Ronny_G_Intel
Community Manager
3,696 Views

Hi @RaulEspino 

This is great news! and thank you so much for the feedback, we are here to help!

 

Regards,

Ronny G

 

GeeksandComputers
2,769 Views
It looks as though this option from the Intel NUC studio is no longer valid as of this month.

We are no longer able to disable this and installing the software showed that the Intel presence detection service is not installed.

Yet if a user does not keep physical eye contact with the screen it locks and blanks the screen.

Can this be disabled via software or registry or other means?

Thank you.
AndrewG_Intel
Moderator
3,801 Views

Hello RaulEspino

Thank you very much for the detailed information, the screenshots, and the report.

Please allow us to review this further and we will be posting back in the thread as soon as more details are available.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
3,683 Views

Hello RaulEspino

Thank you for your response. I would like to join Ronny's response and also thank you for the feedback.

We are glad to know that the steps recommended helped to solve the behavior. Since the thread has been marked as "Solved" we will proceed to close it now. If you need any additional information, please submit a new question as this thread will no longer be monitored. It has been a pleasure to assist you.


Best regards,

Andrew G.

Intel Customer Support Technician


LewisJaenke
Beginner
2,282 Views
Can you reopen this thread as this issue is still present and i would like a fix for it..

Also idk why but i tried reinstalling the intel software studio and upon reinstalling can no longer even find the software on my computer.. wierd
RaulEspino
Novice
2,249 Views

Hi Lewis,

I have looked everywhere to try to reopen this thread, but once it is marked solved, I think. Your best bet is to start a new thread.

Intel has not done a very good job with this driver/controller for the display/security. What I have found is that Intel has flip-flopped between completely controlling the studio software and now making it a Microsoft store product. My best thought on this would be to completely uninstall anything that shows up in the add remove programs area of whatever flavor of windows you’re running, restart the computer, and install the new service assistant that is in the latest driver pack for the M15. Then run windows update and it should fill in the Studio software. If it does not, go to the Microsoft store and look for the NUC Studio software. And hopefully this will solve your issues. Tag me if you start a new thread and I will keep an eye on it with you. The same issues go across both the M15 and the X15.

Good luck,
Raul Espino

GeeksandComputers
2,200 Views
Install this:
https://www.intel.com/content/www/us/en/download/723450/intel-context-sensing-service-icss-driver-fo...

Then This: (The original and latest Driver)
https://www.intel.com/content/www/us/en/download/19691/intel-nuc-software-studio-service.html

The option will be back on the NUC to disable User Presence Detection!!!
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