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NUC11PAHi7 and USB-C monitor not working

LUMI
Beginner
946 Views

i used dell U2720QM connected to NUC11PAHI7 BIOS 0037 via USB-C.

but after updating to recent BIOS 0040, monitor has no longer working.

i also tried the following, but those not help.

- load bios default.

- change the bios version to 0039. (couldn't get it back to 0037)

- OS reinstall and all drivers update to most recent.

- Try using a USB-C to HDMI converter. (working as a usb hub, but not as a display out)

 

my os version was follow.

 

Edition: Windows 10 Pro
Version: 21H1
OS Build: 19043.1052
Experience: Windows Feature Experience Pack 120.2212.2020.0

 

is there anything else I can do?

thanks.

0 Kudos
9 Replies
DeividA_Intel
Moderator
901 Views

Hello LUMI, 

  


Thank you for posting on the Intel® communities.   

  


In order to better assist you, please provide the following:  


  


1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the 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.  



2. Have you checked if the Thunderbolt is enabled at the BIOS?

- Press F2 during boot to enter BIOS Setup.

- Go to Advanced > Devices > Onboard Devices.

- Check that the Thunderbolt Controller is enabled.

- Press F10 to save and exit BIOS Setup.


3. Did you try a BIOS recovery or the fast BIOS update?


4. Does the issue occur with other video cables (HDMI, Display Port)?

 


Regards,   


Deivid A.  

Intel Customer Support Technician  


LUMI
Beginner
880 Views

hi, Deivid A.

thank you for response.

 

1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

- ok. i've attached ssu.txt to this reply.

 

2. Have you checked if the Thunderbolt is enabled at the BIOS?

- i checked bios setting, Thunderbolt was enabled.

 and i connected a USB storage to thunderbolt, it worked fine (same as rear and front).

BIOS_SETTING.JPG

 

3. Did you try a BIOS recovery or the fast BIOS update?

- i tried BIOS recovery from the power button but that didn't solve the problem.

 

4. Does the issue occur with other video cables (HDMI, Display Port)?

- problem only occurs with Thunderbolt port (rear and front).

  i've tried following.

 --when U2720QM was connected to NUC11 via miniDP, it worked fine.

 --when other monitor was connected to NUC11 via HDMI, also worked fine.

 --when U2720QM was connected to other PC via USB-C, it worked fine.

 

Regards.

LUMI
Beginner
832 Views

hi, Deivid.

thank you responce.

 

1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.

- ok. i have attached SSU.txt. 

 

2. Have you checked if the Thunderbolt is enabled at the BIOS?

- i checked, setting was enabled.

  and i connected a USB memory stick to thunderbolt port, it worked fine (same to rear and front).

BIOS_SETTING.JPG

 

3. Did you try a BIOS recovery or the fast BIOS update?

- i tried to BIOS recovery from power button, but that didn't solve problem.

 

4. Does the issue occur with other video cables (HDMI, Display Port)?

- problem is only happening with Thunderbolt (same to rear and front. try cable change was not solved).

  i connected to U2720QM via miniDP, it worked fine. and connected to another monitor via HDMI, which is also worked fine.

 

Regards.

DeividA_Intel
Moderator
861 Views

Hello LUMI, 


  

Thank you for the information provided 


  


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


  


Best regards,  


Deivid A.  

Intel Customer Support Technician 


Ronny_G_Intel
Community Manager
791 Views

Hi @LUMI 

 

We did extensive testing with NUCs running on BIOS 0040 and we were not able to replicate the issue, unfortunately, we don't have the same display (Dell* U2720QM) for exact issue replication.

It would be really good if you could test with a different USB-C monitor (Brand or Model) however I understand that this may not be possible, with that in mind I would recommend that you reach out to Intel Customer Support and make reference to case 05123956 if you are not happy with the product, perhaps a refund is the only alternative if you definitely need a system connected to the Dell monitor via USB-C.

 

Regards,

Ronny G   

DeividA_Intel
Moderator
761 Views

Hello LUMI, 


  


Were you able to follow the recommendation from Ronny_G_Intel? Please let me know if you need more assistance.   


  


Regards,  

  


Deivid A.  

Intel Customer Support Technician  


LUMI
Beginner
743 Views

i decided to follow the recommendations.

and no need more assistance.

thank you!

heng4fun
Beginner
712 Views

Same problem after upgrading to BIOS 0039, Monitor(DELL U2720QM)  with type-c not working.

LUMI
Beginner
661 Views

problem solved!

solved when unplug AC adapter and left for a few minutes.

 

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