NUC11PAHi5 - HDMI connects to Extron but content is not recognized

[Chris_MO]

The HDMI ports on both my NUC11s not recognized by some displays, i.e., Extron control systems. AV team have tested and requested an updated INTEL driver or firmware for HDMI port. Perhaps the HDMI output signal is too strong and not within in the standard range for Extron control systems.

[Jean_Intel]

Hello Chris_MO,

I want to have more insight into your issue; to provide you with more efficient Troubleshooting steps for your problem. Please, provide me with the following:

• When did the issue start?
• Could you confirm the different driver versions you have tested?
• What are the models of the monitor with which you are having issues?
• You mentioned that the HDMI connects to Extron, but the content is not recognized. Could you describe it me within a more detail your issue?
• Also, you stated that the Nuc does not recognize some displays, are the monitors with no issues the same model as the other displays with issues?
• Create a report using the Intel System Support Utility (Intel SSU)  
  • Download the Intel SSU (https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html)
  • 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 it to "Detailed View." 
  • To save your scan: click on "Next"; then "Save." 

Best regards, 

Jean O.  

Intel Customer Support Technician

[Chris_MO]

We have had this issue with three NUC 11 PAH devices, all OTB.

After extensive testing, the AV technicians found that only the NUC 11 PAH devices had issues with the signal from the HDMI port when connected to an Extron AV control system, e.g., DTP CrossPoint 84 4K. 

Our testing found that NUC 5, 7, 8, and 10 devices had no issue with the HDMI ports when connected to Creston and Extron AV control systems. Also, I believe the technicians found that the NUC 12 was compatible with Creston and Extron AV control systems. Moreover, the NUC 11 PAH was working well with a Creston AV control system.

So, technicians were concerned that the issue seems to be with the NUC 11 PAH HDMI port. Perhaps the signal is too "wide" or "strong" for the Extron AV system. I was advised to ask for an update to the NUC 11 graphics device.

[Chris_MO]

...

[Jean_Intel]

Hello Chris_MO,

Thanks for your response. The information provided has been helpful.

Let me know how you are using your DTP CrossPoint 84 4K device. Are you using it to connect the Intel® NUC to other display devices? If so. Could you try to replicate the issue when connecting the device directly to any display device?

Also, provide me with the Intel SSU report; since it will provide us with vital information for further support.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Chris_MO]

Yes, the NUC 11 connects to the Extron device with an HDMI cable. Two LG monitors are connected to the Extron DTP device with HDMI cables.

The AV control systems – we tested several - are working normally. The issue with the 3 NUC11s we have are with the many Extron control systems we have. However, the Creston controls systems do not have an issue with the 3 NUC 11s.

The Window’s device manager and Intel Graphics control panel shows that the Extron monitor device is connected by HDMI. However, the Extron av system does not recognize the signal because the strength of the signal from the NUC 11 HDMI port is out of the accepted range.

When using the Thunderbolt ports or miniDP port with an adaptor to HDMI, the NUC11 can connect to the Extron device and the signal is received by the Extron device, and displayed on the LG monitors.

After extensive testing, the NUC 7, 8, 10 HDMI ports do not have any issues with the Extron DTP devices or Creston devices. Only the three NUC 11s have this issue.

[Jean_Intel]

Hello Chris_MO,

Thanks for your response. The information provided has been useful.

I want to suggest this time a clean installation for our latest graphics driver (30.0.101.1660). Follow the steps below:

1. Download the latest DCH drivers and save them on the computer: 

2. Disconnect from the Internet so no new drivers are automatically installed by Windows Update. 

3. Uninstall the driver and the Intel Graphics Command Center and driver from Apps and Features. 

4. Restart the computer. 

5. Confirm in Device Manager > Video Adapters that the controller is listed as 'Microsoft Basic Display Adapter' > if not, repeat steps 2 through 4. 

6. If the adapter continues to be listed as ‘Intel HD Graphics’ or similar, and no other Intel Graphics driver is listed under 'Apps and Features' for removal, then it means Windows has switched to a previously installed Legacy driver. At this point we can remove Legacy drivers from Device Manager: 

1. Right-click on 'Intel HD Graphics' or similar, and select 'Uninstall Device' 

2. In the pop-up window make sure 'Delete the driver software for this device' is checked. 

3. Click on 'Uninstall'. 

4. Restart. (Repeat steps 6.1.1 through 6.1.4 until the device gets listed as 'Microsoft Basic Display Adapter') 

7. Install the DCH drivers that were downloaded in step 1 Restart the computer. 

Reconnect to the Internet.

Best regards, 

Jean O.  

Intel Customer Support Technician 

[Chris_MO]

A clean install did not resolve the issue. The HDMI signal for one display does not actually appear because it seems the signal from the NUC11 is out of the accepted range of the Extron device.

I did a clean install using the latest Intel graphics driver, following the recommended steps, i.e., turning off all network/wifi connections, uninstalling Intel Graphics Center, restarting, uninstalling and deleting driver, restarting, uninstalling driver again until no Intel driver was present, restarting, installing the current driver, restarting, and then enabling network/wifi connections.

You are welcome to compare the SSU and dxdiag reports from the NUC11 when it was connected to:

1. two monitors via HDMI and miniDP (success)
2. two monitors via an Extron DTP CrossPoint 86 4K connected by HDIM (failure) and miniDP (success)

Yes, the refresh rate has been set to 1080 60p on both monitors.

Connected external devices are the 2 USB 2.0 cables for the 65” LG monitors with touch (but the issue is with multiple NUC 11s and any Extron device), Dante USB audio device, Logitech camera. Using wireless mouse and keyboard.

One AV system tested is the Extron DTP CrossPoint 86 4K but other Extron av systems appear to have the same issue. Link: https://www.extron.com/product/dtpcp4k86

Yes, other NUC 11s with part number M15533-303 have the same issue.

[Jean_Intel]

Hello Chris_MO,

Thank you for the information provided has been helpful.

As per the reports you have provided me with, I noticed that the operating system is not updated. Your version is 19043, and the latest version available is 19044. I would recommend updating the operating system.

Since I recommended updating the operating system, I want to confirm if you have tried installing the latest Firmware for your Extron devices.

What do you mean when you mention that you connected two monitors via an Extron DTP CrossPoint 86 4K connected by HDIM (failure) and miniDP (success). Do you refer to the connection between the Extron Device and the Intel® NUC? Is it the connection between the Extron system with the monitor? 

Also, I want to confirm which are the specific model of the Intel® NUC with no issues.

Have you contacted Extron support for advice on your issue? If so, what are their recommendation?

Best regards, 

Jean O.  

Intel Customer Support Technician 

[Chris_MO]

The NUC has been updated to the latest version of Windows 10.

The issue persists: the signal from the HDMI port on the NUC 11 is not recognized by the Extron device. Technicians speculate that the signal from the NUC11 HDMI port might be out of the accepted range for the Extron device, i.e., a little strong. 

Confirmed: the NUC10i5FNH, NUC6i5SYH, and several other NUCs etc. DO NOT have issues with HDMI ports and Extron devices.

The HDMI cables between the NUC-->Extron DTP device --> and monitors are all working well.

Yes, the Extron device has the latest firmware. Extron suggested contacting Intel for an update to the graphics driver.

See the attached photo in which, the NUC11 is set to "extended mode", connected by HDMI and miniDP, and the Extron device does not recognize what is coming out of the HDMI port on the NUC 11.

[Jean_Intel · Accepted solution]

Hello Chris_MO,

I appreciate the information provided.

I want to recommend you seeking for support from Extron for this issue. We have tried updating the driver and operating system seeking to resolve the issue, with no success. We can confirm that the Intel® NUC is working since it is working with no issues when connecting directly to the monitor. The problem is only present when you use an Extron device. 

You also speculate that the problem may be caused by the Intel® NUC's HDMI port, the signal being much stronger than the supported range for the Extron device. We can only confirm that the Intel® NUC 11 Performance kit - NUC11PAHi5 has an HDMI 2.0b port; in the Extron link you provided me with, the device contains an HDMI 1.4 port. Using different HDMI ports should work with no issues; however, as we don't have information about the functionality of your Extron system, so we can't confirm whether or not it would impact the functionality of the device.

I hope you find this information helpful.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Chris_MO]

Thank you, Jean, for your time and response.

Sincerely,

Chris

[n_scott_pearson]

Have you tried using a USB-C-to-HDMI adapter off one of the USB-C port?

Just a thought...

...S

[Chris_MO]

Yes, Scott, using an adaptor of one type or another is possible, namely a mini-DP to HDMI. Generally, I prefer not to use adaptors as those tend not to hold up well on shared computers that will have multiple users. Also, the two USB-C ports will be used for two cameras that require USB-C connections.

Thank you for the suggestion,

Chris

[Jean_Intel]

Hello Chris_MO,

We're glad to know the information helped. Hopefully, it will help other community members. Since the thread is now solved, we will close it. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards, 

Jean O.  

Intel Customer Support Technician