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NUC11BTMi9 onboard graphics Direct X compliant? (fails test with artifacts on screen)

GRIFFCOMM
New Contributor I
732 Views

Hi

 

We are testing a NUC11BTMi9, after finding the required drivers (all listed below are NOT on the Drivers Support page but are required):

Intel® Graphics DCH Driver for Intel® NUC

Intel® Chipset Device Software for Windows® 10 64-bit and Windows 11* for 11th Generation Intel® NUC...
Intel® Serial IO Driver for Windows® 10 64-bit and Windows 11* for the 11th Generation Intel® NUC Pr...

 

We had to manually download and install the GFX driver (Intel® Graphics DCH Driver for Intel® NUC), no idea where this one goes (Intel® GNA Scoring Accelerator Driver for Windows® 10 64-bit and Windows 11* for Intel® NUC Products)

 

However after we have built a system with then test it with PASSMARK software (https://www.passmark.com/downloads/petst.exe), this is failing on Direct X10 and shows some horizontal artifacts on screen, then Window's blocks the application, considering Direct X9 works and some other video tests i assume the card is Direct X compliant, what tests can you have me run to confirm the board is not damaged?

 

We have found ALL drivers and they appear loaded, so from what i can tell no drivers are missing.

 

Please advise.

 

0 Kudos
12 Replies
JosueO_Intel
Moderator
716 Views

Hello GRIFFCOMM,


Thank you for posting on the Intel communities. In order to have a better understanding of the issue, please share with us the following information: 


  1. Does the artifacts issue only occur on the test?
  2. Video of the issue.


Also, please download and install the Intel System Support Utility (Intel SSU):

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

Open the application and select "Everything" 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".  

Click on "Next", save the report and attach it to your response.


Regards, 


Josue O.  

Intel Customer Support Technician



GRIFFCOMM
New Contributor I
707 Views

Hi

 

We dont have any games, so no idea, however we have used this test for well over 8 years, it never fails on any "good new" PC, the idea isnt to see if the test fails, its to test the speed (what ever the outcome maybe), this is the first time ive seen it fail on a new out of box PC (ive seen it fail on older video cards that are confirmed damaged).

 

I will get a small video and collec the test data you need in the next 18 hours

JosueO_Intel
Moderator
705 Views

Hello GRIFFCOMM,


Thank you for the information provided, we will wait for you to be able to get the video and the SSU report. 


Regards, 


Josue O.  

Intel Customer Support Technician



GRIFFCOMM
New Contributor I
687 Views

SSU output enclosed in this ticket

FILE https://www.griffcomm.dev/temp/griffcomm/2022-02-04_Intel_issue.mp4 is the video (420mb), below are descriptions

0:23 - No driver problems in Windows
0:34 - Video driver version
1:01 - Start of video test
1:43 > 2:20 - Start of problem test (the screen should not be going black during the test)
1:49 - Artifact (Horizontal pink lines)
2:07 - Artifact (Horizontal pink line)
2:12 - Artifact (Horizontal black lines)
2:13 - Artifact (Horizontal pink lines)
2:15 - Artifact (Horizontal multi-color lines / Horizontal pink lines)
2:20 - Error box
2:21 - Windows blocking access to the graphics hardware (internet seems to indicate this is a driver issue)
3:19 - This test should be way faster than this, the NUC9VXQNX is about 500 times quicker)
3:45 - Error box, "Cant find video adapter"

 

NOTE the Intel NUC9VXQNX run the same tests about 500 times faster on the same screen and HDMI cable, this NUC11 is no where near as good as the NUC9, this cant be true so there's clearly an issue with this NUC11 unit (looking like a driver problem at the moment).

 

JosueO_Intel
Moderator
667 Views

Hello GRIFFCOMM,


We recommend performing a clean install of the latest graphics drivers provided by the system manufacturer since these drivers are customized. Follow these steps:


Check Windows* updates:


• Click the Windows Start button. 

• Click the search and type Windows updates and click on that option.

• Select Check for Updates and ensure you have the latest Windows* version. 


Clean installation of the Graphics Driver:


1- Download the latest customized driver from the Computer Manufacturer Support Websites and save the installer on the computer.

2- Disconnect from the internet to make sure the driver will not be automatically updated by Windows.

3- Uninstall the Intel Graphics driver. To do this, please follow the steps on the link below under these sections:


• Uninstalling the Intel Graphics Driver via the Device Manager Method

https://www.intel.com/content/www/us/en/support/articles/000005598/graphics.html


4- Restart the computer.

5- Right-click the Windows Start button. Select Device Manager.

6- If no older drivers are stored in the system, the graphics controller in Device Manager should now be listed as 'Microsoft Basic Display Adapter', 'Standard VGA Graphics Adapter', or similar. If not, repeat step 3. Repeat the process until it is listed as 'Microsoft Basic Display Adapter'.

7- Install the latest graphics driver provided by the system manufacturer.

8- Once the latest driver has been installed, enable the internet connection again.

If the issue persists, repeat the Clean installation process using the latest Intel® generic graphics driver available at Download Center.


https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html



Regards, 


Josue O.  

Intel Customer Support Technician



GRIFFCOMM
New Contributor I
656 Views

Hi

 

To confirm:

- This is the onboard video of the card, there is no 3rd party video card installed

- The system already has the driver you listed installed (as confirmed in that video at the start)

- We will download the driver again, pull network connectivity then remove the driver as per your instructions, restart then re-install and test.

: Network would be pulled to stop Windows from getting a driver.

- Will report back in a few hours

GRIFFCOMM
New Contributor I
609 Views

UPDATE

This appears to be a Intel driver issue, ive found a driver (from Intel) that at least allows that full 3D tests to complete but with (what i consider) bad results (NUC11BTMi9 = 1722 pass for 3D, the NUC9VXQNX onboard video with the same screen and HDMI cable wpassed at 3500)

 

- Remove Intel driver (by running the installer, then REMOVE and reboot)

- Left with the "Microsoft Basic Display Adapter" driver (no sound on the HDMI port)

- Run 3D test, it did ALL except the last few tests as cant find Direct X compliant video (as expected) BUT it did do the test that was failing with the Intel driver installed, although VERY slow (as expected as no video driver installed),

- Downloaded version 30.0.101.1191 (https://downloadmirror.intel.com/691496/igfx_win_101.1191.exe,) installed, reboot  SAME PROBLEM as in the above video) 

- Removed (by running the installer again then remove and reboot)

- Downloaded version 30.0.101.1069 (https://downloadmirror.intel.com/685037/igfx_win_101.1069.exeinstalled, reboot  SAME PROBLEM as in the above video) 

- Removed (by running the installer again then remove and reboot)

- Downloaded version 30.0.100.9955 (https://downloadmirror.intel.com/677976/igfx_win_100.9955.exe) this allowed the test to run, but did black screen twice, giving a VERY poor score of 1722

- Removed (by running the installer again then remove and reboot)

- Downloaded version 30.0.100.9864 (https://downloadmirror.intel.com/648245/igfx_win_100.9864.exe) this allowed all the test to run as designed, with a score of 1839

 

So version 30.0.100.9864 is the only version that works: the below (newer) versions do not

- 30.0.100.9955

- 30.0.101.1069

- 30.0.101.1191

so is this a bad board or you just have VERY bad drivers that dont work?

OR

does this have ANYTHING to do with the Kingston RAM (KF432S20IB/32 (https://www.kingston.com/datasheets/KF432S20IB_32.pdf)) which is Intel XMP validated? 

JosueO_Intel
Moderator
653 Views

Hello GRIFFCOMM,


Thank you for the information, we will wait for you to try the clean install. Please let me know if you have any updates.


Regards, 


Josue O.  

Intel Customer Support Technician



JosueO_Intel
Moderator
643 Views

Hello GRIFFCOMM,


Thank you for the information provided.  


I will proceed to check the issue internally and post back soon with more details. 



Regards, 


Josue O.  

Intel Customer Support Technician



GRIFFCOMM
New Contributor I
642 Views

Please approve the post that waiting moderation view so others can see the issue with the driver versions, we spent many hours conducting that research and its valuable for others to see

JosueO_Intel
Moderator
628 Views

Hello GRIFFCOMM,


It seems the issue is related to the graphics portion of the processor as it occurs when the graphics frequency changes after installing drivers. 


In this case, our recommendation is that you directly contact Intel Customer Support to initiate the RMA process (you cannot do this through the forums). Here are pages where you can look up contact information, including local/country phone numbers, by geography: 


• U.S. and Canada: Intel Customer Support 

https://www.intel.com/content/www/us/en/support/contact-support.html 

• Europe, Middle East, and Africa: Intel Customer Support EMEA  

https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html 

• Asia-Pacific: Intel Customer Support APAC  

https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html 

• Latin America: Intel Customer Support LAR  

https://www.intel.com/content/www/us/en/support/contact-support/lar-contact.html 

• You can use the online forms service or email, but I actually recommend calling them directly.


The above links provide local or toll-free numbers in most countries and support most local languages.


Please keep in mind that this thread will no longer be monitored by Intel. Thank you for your understanding.  


Regards, 


Josue O.  

Intel Customer Support Technician



GRIFFCOMM
New Contributor I
624 Views

We have opened a ticket (via the link you provided), number 05365887 

Reply