NUC11TNHI3 HDMI Problem

[martimo]

Hi, i've recently bought the NUC and have got the problem that on one HDMI Port the screen (my TV) randomly goes black for few seconds (and sound also disapears) and than comes back again (like if i would change some graphic settings). I think the graphic driver crashes but couldn't see anything in the Event Viewer. With the first run of Windows Update Windows 10 installed some very old Intel driver from 2020 and at this point the problem started. With the default Win10 generic driver the problem doesn't appear (but there's no sound...). Things i already tried: Updated to the newest Driver, different Resolutions and Framerates (from 1080p to 3840p and 25 to 60 Hz), Updated everything including the Bios, another HDMI cable, another HDMI Port on the TV and even an upgrade to Win11. Nothing worked, only uninstalling the Intel driver helps. On the second HDMI port this problem doesn't occure, what leads me to the conclusion the TV it self also isn't the problem (also with my desktop pc there wasn't any problem before). I haven't found any solution online and would guess there is a hardware problem with the port itself. Does anybode here have any further idea what could cause this problem? Thanks in advance!

[n_scott_pearson]

What is happening when you see the screen flashing off and then on like this is that the TV/Monitor is losing sync with the NUC. It then has to go through the setup process again, which can take a second or two. This issue usually results when the cable between the NUC and the TV/Monitor is borderline not up to the task of supporting the resolutions and frame rates being attempted. In many cases, getting a better quality HDMI cable will take care of the issue. It can also be an issue with the LSPcon chips on the board, which convert from DisplayPort to HDMI protocols (verify that you have the very latest firmware installed for these chips). It can also be the fault of the graphics driver, however. In this case, upgrading to a newer version or downgrading to an older version will resolve the problem (though downgrading means testing with subsequent new releases of the driver will then be necessary).

Other things to consider,

1. Try using a USB-C-to-HDMI adapter to connect the TV/Monitor via one of the Thunderbolt ports.
2. Verify that you have the absolute latest BIOS installed.

Hope this helps,

...S

[martimo]

Thanks for this answer, but as i already tried a different cable, much lower resolution/framerate. I also looked for the firmware of the converter but couldn't find anything for NUC11. I also downloaded and installed the latest BIOS with the help of "Intel Driver & Support Assistant"  and tried the previous driver (and the one from 2020 which comes from windows update).

What bothers me is the fact that one port works perfectly, but the other not.

Buying an adapter is no option for me as the NUC is new and therefore i don't want to spend money to get something working which should work by default.

I'm still hoping someone has got an solution for this problem as i think it would be a pitty to send the NUC back.

[martimo]

Can i expect a solution or a response from Intel via this forum or should i create a support ticket? I would like to know if i'm just unlucky and this is a hardware issue with the port itself (then i would send the NUC back as broken and get a new one) or if it's a general issue with the NUC11TN (then i would send the NUC back and order some other hardware)

[Steven_Intel]

Hello martimo,

Thank you for posting on the Intel® communities.

In order to better assist you, please update everything to the latest version and provide the following information:

• Download the 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". To save your scan, click on "Next", then "Save". Please attach the file to your reply.

• On Windows, and while the monitor is connected to the NUC, look for the Intel® Graphics Command Center > Go to Support > Click on System Diagnostic > Click on Generate report > Save the report as a .txt file and attach it to your reply.

Best regards,

Steven G.

Intel Customer Support Technician.

[martimo]

Hi Steven,

attached you'll find the both reports.

Addition: While running SSU and saving the report the TV went black like every 5 seconds. I started the NUC and downloaded the SSU and did the upgrade back to the latest graphics driver without any interruption (except while the driver was installed). As soon as i started the SSU the problem began and got a little bit better as i closed SSU, but did not disappear completely.

As i'm going on vaccation on 11.06 i wont be able to respond till 26.06 if you would need additional informations.

Regards,

Martin

[Steven_Intel]

We are going to work on this issue. As soon as I have an update, I will let you know.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Hello martimo,

Could you please try a clean installation of the latest driver version 30.0.101.1994? https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html

You can check the steps for a clean installation here https://www.intel.com/content/www/us/en/support/articles/000057389.html

Please let me know of the outcome.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Steven G.

Intel Customer Support Technician.

[Steven_Intel]

Since we have not heard back from you, we will close this thread. If you need any additional information, please submit a new question, as this thread will no longer be monitored.

Best regards,

Steven G.

Intel Customer Support Technician.