NUC10i7FNB Dual Monitor - Displayport monitor goes blank

[damageG]

I'm using two Samsung U28E570 monitors and running Windows 10 pro. One monitor is on HDMI and the other is using a thunderbolt to DisplayPort cable.  When I connect/disconnect my bluetooth headset (Sony WH-1000M3) the display goes blank and only recovers with a power cycle or changing the input to HDMI and then back to DisplayPort. The display is otherwise stable, which leads me to believe that the cable is fine and it's a software issue.

[n_scott_pearson]

When this occurs, are you seeing flashes on the HDMI-based monitor (i.e. turning off for a second of so as the USB-C-based monitor is turning off)? If so, this would indicate that the system is incorrectly interpreting the removal of the headphone device as being the removal of the monitor device.

Intel Customer Support will need to investigate this.

One question: what are the specifics of the cable being used? Is this a Thunderbolt-aware USB-C-to-DisplayPort cable or is it a Thunderbolt-to-DisplayPort cable?

...S

[damageG]

Thank you for the feedback. 

There was one brief flash on the HDMI monitor after the DisplayPort monitor went black.

The cable is this one.

https://www.amazon.com/gp/product/B075V27G2R/

I'm using the thunderbolt port on the back (side with the Ethernet connector) 

Windows seems to think the monitor is still there until I power it off. When I power off the DisplayPort monitor the windows collapse to the HDMI side. I can change the display settings in the control panel but nothing happens on the display.

[n_scott_pearson]

So that's a standard USB-C-to-DP cable and simply relying on the NUC's support for DP Alt. Mode. I rather doubt that Thunderbolt is playing a role at all.

This all seems mysterious to me. Intel Customer Support is going to have to investigate why this is occurring. I, in the meantime, will see if I can reproduce it with my new 4K DP/HDMI monitor. I have a FN NUC somewhere here...

...S

[damageG]

I get the same behavior when I unplug and plug in my audio interface (Focusrite Scarlett). Both monitors show up as audio devices.

[Maria_R_Intel]

Hello damageG,

Thank you for posting on the Intel* Community.

To better assist you, please provide us with the below information:

Please run the following tool in Windows* and attach the report generated. 

Intel® System Support Utility (Intel® SSU) 

• Intel® SSU Download
• Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". 
• Click on the menu where it says "Summary" to change to "Detailed View". 
• To save your scan, click on "Next", then "Save". 

With the external display connected, provide the Intel* Graphics Command Center report:

>Go to the Intel Graphics Command Center

>Support

>System Diagnostic

>Generate report.

>Attach the report file.

Best regards,

Maria R.

Intel Customer Support Technician

[damageG]

Here are the requested files

[damageG]

Switching the default audio device from the task boar will cause it to happen as well.

[Maria_R_Intel]

Hello damageG,

Thank you very much for the information provided.

I will check this internally and post back as soon as possible.

Best regards, 

Maria R.  

Intel Customer Support Technician 

[Maria_R_Intel]

Hello damageG,

Thank you for patiently waiting.

After checking the reports there are some updates we want to recommend to you:

Install the latest Thunderbolt™ 3 DCH Driver for Windows® 10 for Intel® NUC

How to install 

1. Download this driver package and unzip it to a folder on the Intel NUC. Driver Version: 1.41.1015.0 
2. Connect a Thunderbolt device to the Thunderbolt port.
3. Browse to and select the folder where you unzipped the driver package.
4. Right-click on each of the following .inf files and select Install:

• TbtHostController.inf
• TbtHostControllerHsaComponent.inf
• TbtHostControllerToastController.inf
• TbtP2pNdisDrv.inf

You'll also need the Thunderbolt Control Center software (available on the Microsoft Store) to approve and manage Thunderbolt devices. 

Install the latest HDMI Firmware Update Tool for NUC10i3FN, NUC10i5FN, NUC10i7FN

• Find the latest firmware version 1.77.06  here: https://downloadcenter.intel.com/download/29779/HDMI-Firmware-Update-Tool-for-NUC10i3FN-NUC10i5FN-NUC10i7FN?product=188811
• Follow the instructions of the User Guide

Change the Windows power management setting for the Thunderbolt controller:

1. Press the Windows key and X.
2. Select Device Manager.
3. Expand the System devices section.
4. Right-click the Thunderbolt(TM) Controller and select Properties.
5. On the Power Management tab, uncheck the box for Allow the computer to turn off this device to save power.
6. Click OK.
7. Close Device Manager.

After those steps, please test your system again. If the issue persisted, provide me the below information:

• Which type of connection are you using with the Focusrite Scarlett?
• If possible, attach a video of the issue with clear steps in case we need to try to duplicate the issue.

Best regards,

Maria R.

Intel Customer Support Technician

[Maria_R_Intel]

Hello damageG,

Were you able to check the previous post?

Let me know if you need more assistance.

Best regards, 

Maria R.  

Intel Customer Support Technician 

[damageG]

I haven't. I hope to get back to that computer this weekend. I'll let you know as soon as I give it a try.

Thanks

[Maria_R_Intel]

Hello damageG,

Thank you for let us know.

We will keep monitoring this thread, just in case!

Best regards,

Maria R.

Intel Customer Support Technician

[damageG]

One step failed. 

Installing 

• TbtHostControllerHsaComponent.inf

After ignoring the security warning, I got the file not found error.

But I think it may have worked anyway. Thanks for your help and I'll get back if it happens again.

[Maria_R_Intel]

Hello damageG,

Thank you for let us know. We are glad to hear that!

Now that it seems to be working, I will proceed to monitor the case for a couple of days, just in case you want to report any error, if we do not hear back from you, I will proceed to close the thread. 

Best regards,

Maria R.

Intel Customer Support Technician

[Maria_R_Intel]

Hello damageG,

We have not heard back from you, so we will close this thread. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards, 

Maria R.  

Intel Customer Support Technician