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JGeha
Beginner
1,482 Views

NUC Samsung Handshake Issue. Solution Yet?

Hi,

Back in May last year I posted about a handshake issue between my Intel NUC7i3BNH and Samsung UA65KS8000 TV. It seems I am one of many people that have experienced handshake issues between a NUC and a Samsung TV.

After repeated communications with Intel (which included friendly and promising replies) there was no fix and I ended up giving up. Do you have a fix yet? Are you trying to fix? Do you care?

NUC (great product) + Bad Handshake = Unhappy NUC + Intel Not Fixing Unhappy NUC = Unhappy Customer

Genuinely hoping you have a fix.

josephmg

0 Kudos
9 Replies
idata
Community Manager
110 Views

Hello josephmg,

 

Thank you for contacting us regarding the issue that you are experiencing with your Intel NUC7i3BNH and your Samsung UA65KS8000 TV; it will be more than pleasure to provide you with assistance on this matter.

 

In order for me to assist you better, please provide me with the .txt file that the System Support Utility will generate. To attach a file, you must click the "Attach" option on the bottom right-hand corner of the response box.

 

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

 

On the meantime I am actually contacting the department in charge of your inquire (from a previous thread created a year ago by you) so we can coordinate with them the best way to help you with your issue.

 

I hope to hear from you soon.

 

Best Regards,

 

Diego S.

 

JGeha
Beginner
110 Views

Thanks Diego S,

File attached. However this is the same path we took last time without success.

josephmg

idata
Community Manager
110 Views

Hello josephmg,

 

Thank you for your patience, I truly appreciate it.

 

Based on the SSU file that we received, we discovered that you are using the previous version of the graphic drivers for your NUC7i3BNH

 

Before sending this case to the previous management team, we require your system to be fully up to date.

 

Here you will find the link for the latest Graphic Drivers:

 

https://downloadcenter.intel.com/download/27628/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NU... https://downloadcenter.intel.com/download/27628/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NU...

 

 

Please monitor the results after the installation and let us know the outcome

 

I Hope to hear from you soon.

 

Best Regards,

 

Diego S.

 

JGeha
Beginner
110 Views

Diego S,

Driver updated and picture quality still low. System Support Utility file attached.

Also, I respectfully ask that you do not waste my time. Intel is clearly aware of the problem and has been for some time. Please do not run me around in circles updating and changing settings so I just go away in frustration. Intel either has a fix or it doesn't.

Do you have a fix?

josephmg

JGeha
Beginner
110 Views

Hi Diego S,

It is nearly a week since I updated the driver and supplied the System Utility file. I was hoping for your response telling me you have a fix?

NUC is such a great product let down by this obvious glitch. It really should work with Samsung TVs. Is there a fix?

josephmg

idata
Community Manager
110 Views

Hello josephmg,

 

Thank you for your response.

 

I just want to inform you that your case was escalated in order to be reviewed by another team.

 

Your case is currently under revision from higher management and this may cause a delay between our answers.

 

Thank you in advance for your patience, we will reach you back as soon as we have news.

 

Best Regards,

 

Diego S.
JGeha
Beginner
110 Views

Diego S,

Thank you for your response. This is what happened last time without success.

Either this is a genuine attempt to resolve the problem or a way to make me go away. In either case I understand Intel does not have a fix yet.

Thank you for responding and please let me know if and when Intel does have a fix. Also I ask that this thread remain open and marked unanswered until Intel does provide an effective fix.

josephmg

RonaldM_Intel
Moderator
110 Views

Hello josephmg

I work mainly with the Graphics support team, but I would like to step in and try to help. You already mentioned that the issue is not occurring with NUC7i3BNH and another branded TV (i.e. Sony*), which is a good indication of a compatibility issue. Thus it is only fair that I set the right expectations, being that Intel cannot guarantee full compatibility with all the third party devices that exists out there, actually I doubt any company - big or small - can at the level we as consumers would like them to do it.

We definitely try fixing as many issues as possible, thus the first step is being able to reproduce the issue in-house. I am currently checking if we have access to the same Samsung TV model here, otherwise I do wish to test this with other TVs as well. In the meantime, I hate to ask more from you, but at this point I need more technical data to successfully push this issue through other critical/high priority issues. When you say "picture quality still low", can you find a way to show us what is the difference? good vs. bad picture quality can be subjective, especially when comparing results from different products. Is the picture quality degradation occurring only when watching protected video content? (e.g. iTunes, Netflix) what about the general Windows environment (Desktop, windowed apps, etc)?

Can you reproduce this issue by doing playback of any of the following video samples?

1. HEVC content: http://jell.yfish.us/media/jellyfish-140-mbps-4k-uhd-hevc-10bit.mkv http://jell.yfish.us/media/jellyfish-140-mbps-4k-uhd-hevc-10bit.mkv

2. AVC content: http://jell.yfish.us/media/jellyfish-120-mbps-4k-uhd-h264.mkv http://jell.yfish.us/media/jellyfish-120-mbps-4k-uhd-h264.mkv

3. VP9 4K content: https://www.youtube.com/watch?v=1HO74yBTqJU&t=19s 4K 60fps Video - Real 4K HDR Videos - YouTube

Was the video quality affected in all of them? I was wondering if perhaps you could do a brief video with a smartphone showing the difference? and thus I will know what to look for in my tests.

Note: Windows 10 RS3 (Fall Creators Update) removed native HEVC support, thus it is necessary to install the proper codec first. Most video playback applications (e.g. VLC, PowerDVD, MPC-HC) will enable it as well.

Best Regards,

Ronald M.

idata
Community Manager
110 Views

Hello josephmg,

I was checking your case, and I just wanted to know if there is anything else that we can do for you at this time.

Please do not hesitate on replying back if you need more assistance.

Best Regards,

Diego S.

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