NUC i7FNH with Razer eGPU - Thunderbolt misbehaves. New Driver Required!

[JChas2]

I have an FNH with a TB3 port connected to an external graphics enclosure, running a RTX2070. The NUC exhibits very poor behaviour on reboot, PnP, or plain booting. The eGPU is sometimes recognised, sometimes not. Sometimes it shits off wit the NUC (or standby) and sometimes not! The eGPU set up works perfectly with my Dell XPS 13 laptop (9380) and my work laptop - an HP laptop.

EDIT:

A bit more troubleshooting has revealed that this is what happens:

1. eGPU enclosure is connected to NUC via TB3

2. Windows 10 boots, but APPEARS to freeze on logo

3. NUC attaches to my Bluetooth speaker so I know it's booted up.

4. I enter my PIN number as if the login screen is in front of me, but it's still on the logo screen and press Enter

5. The desktop appears in all its glory and all is good!

6. Reboot Windows in Safe Mode - all works fine (apart of the Safe Mode limitation obvs)

I have used Nvidia Control panel into Max Performance under Power Management mode and switched off PCI Link Power Mgt in Windows Power Settings per other troubleshooting guides.

Obvious question: why is screen only displaying AFTER login?

Thanks!

John

[Alberto_R_Intel]

JChas2, Thank you for posting in the Intel® Communities Support.

In reference to this scenario, just to let you know, sometimes when these types of problems are showing normally they are related to the external video card and on those occasions, a firmware update might be needed or sometimes is just a compatibility problem.

For testing purposes, do you have the option to connect the Intel® NUC10i7FNH directly to the monitor/TV and let us know if the problem is the same and if you can see the whole process before it boots to Windows*, like for example the splash screen?

Any questions please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[JChas2]

Hi, no booting using the built in HDMI / TB3 port both work. However, the eGPU and monitor both work on my Dell Laptop and HP Laptop. So, the issues kinda points to the NUC driver / BIOS.

[Alberto_R_Intel]

Hi JChas2, Thank you very much for providing those results.

Just to confirm, when using the built-in HDMI / TB3 ports, do you see the whole process before it boots to Windows*?

Do you see the splash screen?

Are you able to access the BIOS?

Regards,

Albert R.

Intel Customer Support Technician

[JChas2]

Yes, except for the resolution problem covered in a different thread, all is OK using HDMI & TB3 to DP adaptor. I can access BIOS, Boot options etc. Then the splash screen then Windows login screen.

I've been using the eGPU all day today and the only issue is on initial boot up or restart.

[Alberto_R_Intel]

JChas2, Thank you very much for clarifying that information.

Please make sure that the latest BIOS version is installed, version 0038:

https://downloadcenter.intel.com/download/29425/BIOS-Update-FNCML357-?product=188811

Also, we can try to install the latest Intel® Graphics driver validated for the Intel® NUC10i7FNH Kit, version 26.20.100.7529:

https://downloadcenter.intel.com/download/29230/Intel-Graphics-Windows-10-DCH-Drivers-for-Intel-NUC?product=188811

If the problem persists after trying the steps above, then attach the SSU report to the thread so we can verify further details about the components being used:

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

To attach the report, once you choose "reply" select the "clip" icon on the lower-left corner.

Regards,

Albert R.

Intel Customer Support Technician

[JChas2]

I can;t upgrade to the latest video drivers, as seen in my other thread answered by Ken_Intel just a moment ago. I'm also at BIOS 38. The SSU output is attached.

[Alberto_R_Intel]

JChas2, Thank you very much for letting us know those details and for providing the report.

According to your other thread, you were able to install Intel® Graphics driver version 26.20.100.7372, but in the SSU report it shows that the driver version currently installed is 26.20.100.7262, could you please confirm which is the driver version that is currently installed in your system so we can further assist you?

Regards,

Albert R.

Intel Customer Support Technician

[JChas2]

Good spot Albert! I just went to 7372 based on Ken's advice. Hasn't made any difference to the TB3 issue. Thanks

[JChas2]

One suggestion from another forum is whether there's a pre-boot TB3 option in the Intel BIOS? There's a pre-boot option on my Dell XPS Laptop, which works well with the eGPU, though that option isn't switched on in the BIOS.

[Alberto_R_Intel]

JChas2, Thank you very much for letting us know those details.

Now that you installed Intel® Graphics driver version 7372, could you please provide the SSU report once again just for us to make sure which is the driver version currently installed?

Regards,

Albert R.

Intel Customer Support Technician

[JChas2]

Sure - please see attached.

[Alberto_R_Intel]

JChas2, Thank you very much once again for providing the SSU report.

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

[Ronny_G_Intel]

Hi JChas2,

We have done troubleshooting on a similar set up to yours. Alex (Intel engineer) has been working on this issue using a Razer Core EGPU enclosure and RTX 2070 NVIDIA GPU but unfortunately he has not been able to duplicate this issue so we need your confirmation/answer to the following questions:

1. Do you have the latest Thunderbolt driver installed?
2. Do you have Razer Core software installed?
3. Do you have the latest Intel Graphics driver installed?
4. Do you have the latest RTX 2070 NVIDIA graphics driver installed? You would need to go to NVIDIA website for this.

Please see the attached screenshot. Does Thunderbolt control panel recognize the eGPU? You should see

the Razer Core is a recognized device.

 

Regards,

Ronny G