NUC10i7FNB Dual Monitor Setup - 2nd Monitor goes blank / flickers

RI_Green-iTech · ‎11-05-2020

Good day

We have multiple NUC10 in use. 1 we allready made an RMA, but now 2 more have the same issue. All 3 of them have truble with the second monitor connected to the backside USB-C/Thunderbolt 3. We use a USB-C to HDMI Cable and ASUS / Philips Monitors. On the ASUS Monitors it happens that both have screen tearing / flickering, on the ones with Philips Monitors we have the problem, that suddenly the second one goes blank. After disconnecting and reconnecting the USB-C cable, everything works again for a while. We allready installed all the drivers and BIOS-/Firmwareupdates. Any ideas?

Greetings from Switzerland

BasvanIngen · ‎11-05-2020

Hi,

I have exactly the same problem.

Several NUC's NUC10i3FNH2 connected to 2 Philips 243V7QDAB. 1 monitor connected to the HDMI port, the other true a USB-C - HDMI converter. When waking only the direct HDMI wakes, the one connected to the USB-C stays black. When disconnecting and connecting the USB-C it works again.

Very annoying and the users are complaining about it.

Tried to update the BIOS today to the latest version and exchanged the HDMI cable and the USB-C converter. Problem stays the same. It is also randomly. User leaved the PC for 1.5 hours, came back and both screens worked. Users leaves PC for 20 minutes, comes back and USB-C screen stays black.

AndrewG_Intel · ‎11-06-2020

Hello @RI_Green-iTech

Thank you for posting on the Intel® communities.

In order to check this further, could you please provide the following details?

1- "NUC10i7FNB" refers to the motherboard model, do you have only NUC boards (maybe on a custom chassis)? or do you actually have Intel® NUC Kits or Mini-Pcs?

2- How many Intel® NUCs "NUC10" do you have in your environment including the ones working fine?

3- Is the issue only happening when using USB-C to HDMI Cable-Adapter? Do the behaviors occur if using a straight-through connection with a single and direct cable, for instance, HDMI-to-HDMI, or USB-C to USB-C?

4- Have you tested with different displays/monitors?

5- Please provide Displays/Monitors brand, model, and part numbers:

Also, please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread to gather more details about your system.

Download the Intel® SSU and save the application on your computer: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
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.

Note: 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

RI_Green-iTech · ‎11-11-2020

Sorry for the late response, have a wild week.

1) Yes, sorry i meant the NUCs "Nuc 10 Performance Kit NUC10i7FNH" The Barebone ones, where we equipped them with a 250GB SSD M.2 and 16GB DDR4 RAM

2)There are 4 of them in use, 1 we made an RMA and now runs fine, 2 that have said Problem, 1 still runs fine

3) One of them has Prblems on both Screen, the other one only has Problem with the screen that is connected to the USB-C Port. The Screens don't have USB-C Ports, so only the cable "USB-C to HDMI" is testable. But its a direct cable, no adapters or dockingstations between.

4) 3 Workplaces have the same Screensetup with 2x Philips 276E9QDSB9/00, one Workplace has 2x ASUS MX279H. The later is the one with problems on both screens.

The Systems are on a diffrent location, so i can't provide you the SSU files right now, will deliver later this week.

Best regards

RI

AndrewG_Intel · ‎11-06-2020

Hello @BasvanIngen

Thank you for posting on the Intel® communities.

Everyone's situation and environment are unique so we kindly recommend creating a new thread to isolate your case and system configuration, please make sure you add the information of the system model and specs, detailed information of the problem that you are having, plus all the information that you have added to this thread, so we can get more information about the problem.

Thank you for your understanding; hope to hear from you soon.

Best regards,

Andrew G.

Intel Customer Support Technician

AndrewG_Intel · ‎11-12-2020

Hello @RI_Green-iTech

Thank you for your response.

We understand that you cannot provide the Intel® SSU report at this time. In this case, we would like to recommend you to make sure that the system is up to date with all the drivers and BIOS:

1- Install the latest Thunderbolt™ 3 DCH Driver for Windows® 10, version 1.41.1015.0

https://downloadcenter.intel.com/download/28735/Thunderbolt-3-DCH-Driver-for-Windows-10-for-Intel-NUC?product=188811

How to install:

1.1- Download this driver package and unzip it to a folder on the Intel NUC.

1.2- Connect a Thunderbolt device to the Thunderbolt port.

1.3- Uninstall any previous existing Thunderbolt Software. This should also uninstall the driver.

Open the Start menu and click Settings.
Select Apps & features.
Select Thunderbolt Software and click Uninstall.

1.4- Browse to and select the folder where you unzipped the driver package.

1.5- Right-click on all four .inf files and select Install:

TbtHostController.inf
TbtHostControllerHsaComponent.inf
TbtHostControllerToastComponent.inf
TbtP2pNdisDrv.inf

1.6- Go to the Microsoft* Store and try installing the Thunderbolt Control Center* app. (The app may automatically install without you having to launch the installer on the Store.):

https://www.microsoft.com/store/productId/9N6F0JV38PH1

2- Install the latest HDMI Firmware Version: 1.77.06: https://downloadcenter.intel.com/download/29779/HDMI-Firmware-Update-Tool-for-NUC10i3FN-NUC10i5FN-NUC10i7FN?product=188811

3- Install the latest Intel® Graphics DCH Driver for this NUC, Version: 27.20.100.8681:

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

4- Check BIOS Setup for primary and secondary display settings. Try changing the order to see if the behavior is different:

Press F2 during boot to enter BIOS Setup.
Go to Advanced > Devices > Video.
Set IGD Primary Video Port to the device you want to be primary.
Set IGD Secondary Video Port to the device you want to be secondary.
Press F10 to save and exit BIOS Setup.

5- Check the system has the latest BIOS and update it if needed. The latest version is 0046.

Download link: https://downloadcenter.intel.com/download/29924/BIOS-Update-FNCML357-?product=188811
BIOS Update and Recovery Instructions: https://www.intel.com/content/www/us/en/support/articles/000033291/intel-nuc.html

6- Regarding your answer for the (previous) question #3, despite it is a "direct cable" it is still considered an adapter since we have two different video connectors on the ends of the cable.

Since the displays don't have USB-C ports, we recommend if possible trying a different adapter. For instance, you may try the Accell* USB Type-C to HDMI 2.0 adapter listed in the Intel® NUC Compatibility list:

https://compatibleproducts.intel.com/ProductDetails?EPMID=188811

We have also successfully tested the following adapters in our lab and had no issues with them and we have confirmation from some customers that they have helped with issues on scenarios similar to yours (dual monitor configurations, one display HDMI, the other one USB-C to HDMI®).

Here are some links* as a reference:

Selore*: https://www.amazon.com/stores/SeloreS-Global/USBCtoDualHDMIAdapter/page/5F844F47-0632-4186-B168-13CA29C0A163
Belinda*: https://www.amazon.com/Belinda-Adapter-Thunderbolt-adapter-Aluminium/dp/B074TF6WM9
Sabrent*: https://www.amazon.com/Sabrent-Adapter-Supports-Monitors-Compatible/dp/B07H11ZHPW

Please see a screenshot attached as a reference.

If the issue persists, please provide the following information:

A- An Intel® System Support Utility (Intel® SSU) report from the 2 NUCs having issues:

Download the Intel® SSU and save the application on your computer: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-
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.

B- Via Private message only, please provide us with the Serial Numbers and SA numbers found on the label on the bottom of the chassis (see image attached) of all 4 NUCs including the ones working fine, and the two having this behavior.

Best regards,

Andrew G.

Intel Customer Support Technician

*Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel® or any of its products is implied.

RI_Green-iTech · ‎11-16-2020

Hello @AndrewG_Intel

Thanks for your efford, appreciate it. All the things about drivers and firmware were allready done on one of the NUC's, i provide the corresponding SSU with this answer. Unfortunately, i still can't provide the SSU or other informations about the other probematic one, the user is .. let's call it "special". I will also provide you the Serial- and SA Numbers via PM. Haven't tried another TB/HDMI Adapter yet.

Kind regards

RI

AndrewG_Intel · ‎11-17-2020

Hello @RI_Green-iTech

Thank you for your response and for the information provided so far about the serial numbers.

We would like to wait for you to provide us with the Intel® SSU reports from the other devices and the serial numbers so we can compare and contrast one another. However, if you think it would be difficult to get this information or if more time is needed, please kindly let us know.

In the meantime, we will check further the information you have shared with us and we will post back as soon as we have more details to share. If you have additional concerns, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

RI_Green-iTech · ‎11-24-2020

Hello @AndrewG_Intel

We have to concentrate on the system i provided the information already. I can't get access to the other systems for the next days.

Kind regards

RI

AndrewG_Intel · ‎11-25-2020

Hello @RI_Green-iTech

Thank you for your patience in this matter.

After investigating this further and considering the Intel® NUC drivers, firmware, and operating system are up to date, we would like to recommend the following:

If you have not been able to test with a different USB-C to HDMI adapter (for instance, like the examples we mentioned before), or if the issue persists after testing with different adapters, our recommendation is to reach out to Intel® Customer Support through phone or chat and review warranty available for the 2 Intel® NUCs having this issue.

This recommendation is due to the fact that the replacement unit and one of the original units still run fine, so the problem seems to be only with the other 2 units.

Here is the "Contact us link": https://www.intel.com/content/www/us/en/support/contact-support.html#@7

Please make sure to select your country or region and to contact within your local business Support hours and to make reference to this thread.

Best regards,

Andrew G.

Intel Customer Support Technician

AndrewG_Intel · ‎11-27-2020

Hello @RI_Green-iTech

We have not heard back from you so we will proceed to close this thread 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