NUC11PAHi7 and USB-C monitor not working

[LUMI]

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.

[DeividA_Intel]

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]

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).

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]

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).

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]

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]

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]

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]

i decided to follow the recommendations.

and no need more assistance.

thank you!

[heng4fun]

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

[LUMI]

problem solved!

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