NUC11TNKv7 display output flashes to black when app uses GPU hardware acceleration

[lucasmason]

NUC11TNKv7 running latest Windows 10 Pro, latest BIOS, all latest drivers installed.

Display connected via USB-C to DisplayPort.

When running applications that actively use GPU hardware acceleration (such as Microsoft Teams, Edge browser, Outlook, or MPV video player). The display output would occasionally and randomly turn black for about 1 second and then turn back to normal.

When GPU hardware acceleration is explicitly disabled in these applications by going into settings, the display output behaves normally with no black out at all.

Any insights?

[DeividA_Intel]

Hello lucasmason,  

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://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html?countrylabel=Asia%2520Pacific

· 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. Provide the Report for Intel® Graphics Drivers: 

- https://www.intel.com/content/www/us/en/support/articles/000005848/graphics.html 

3. Is this issue recent? If so, when did it start?

4. Are you using adapters?

5. Does the issue appear with a different display?

Regards,    

Deivid A. 

Intel Customer Support Technician 

[lucasmason]

Hi Deivid,

I've attached two reports, from SSU and Graphic Drivers.

Is this issue recent? If so, when did it start? It started the day I purchased the NUC11 unit.

Are you using adapters? No. I tried standard HDMI cables and USB-C to DisplayPort cables. Same issue.

Does the issue appear with a different display? Yes. I tried three different displays (HD to 5K) with HDMI or DP connection. Same issue.

The most recent "screen blackout" happened when using Windows Snip and Sketch app, the screen flashed to black many times when running the app and stopped when the app was closed.

However, it does not seem to happen when "OpenCL hardware acceleration" is used, for example, in Adobe Premiere Pro when encoding video.

I'm very certain this is a GPU/Graphic Driver/OS issue, nothing to do with the displays or cables.

Thank you for looking into this.

[DeividA_Intel]

Hello lucasmason, 

Based on the information, please try the following:

1. BIOS recovery, update your BIOS to version 0058 (current 0057).

- BIOS: https://www.intel.com/content/www/us/en/download/19699/bios-update-tntglv57.html

- steps: will be attached.

2. Update your graphics drivers to version 30.0.100.9805.

- Driver: https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-10-windows-11-dch-drivers.html

- Steps: https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

3. Please try to take a video of the issue, this will help us in case we need to replica the issue.

Regards,    

Deivid A. 

Intel Customer Support Technician 

[lucasmason]

Thank you @DeividA_Intel

I've updated the BIOS to 0058 and graphics driver to version 30.0.100.9805. The same issue still remains.

Here is a recording showing the screen flashing to black: https://youtu.be/wNTeAHBHEhc

It's MPV playing a video clip with default GPU acceleration, you can see the screen flashing black at 00:08, 00:14 and 00:29 mark.

In other apps it happens in a more unpredictable manner because GPU acceleration isn't used all the time like a video player.

If I go into app settings and disable hardware acceleration, the issue goes away.

Adobe apps that use OpenCL/GL acceleration is an exception, so far it has not had any issue with screen flashing black when running them.

It seems like it only happens when DirectX/D3D based GPU acceleration is used, and no issues with OpenGL or OpenCL.

An important finding:

Out of curiosity, I updated my other unit, an NUC7i5BNK to the latest 30.0.100.9805 graphic driver and it started having the exact same screen flashing black issue!

I then rolled back to graphic driver version 24.20.100.6286, the latest official release on the NUC7i5BNK driver page. The issue went away.

It seems likely to be a driver issue or how the driver interacts with Windows 10?

[DeividA_Intel]

Hello lucasmason, 

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 

[lucasmason]

Thank you.

Here is further evidence that this is highly likly to be a graphic driver issue that affects certain hardware configuration/combinations:

https://www.dell.com/community/XPS/Random-Black-Screen-issue-on-XPS-13-9310/m-p/7777877

[DeividA_Intel]

Hello lucasmason, 

In order for us to try to replica this issue, I will appreciate it if you can help me with the following:

1. Steps by steps on how you enabled the GPU hardware acceleration.

2. Not sure if the video that you shared (original video) was pre-downloaded or if you looked online and play it. Can you share with us a link or the name of the movie/series that you used

Regards,    

Deivid A. 

Intel Customer Support Technician 

[lucasmason]

1. If you are talking specifically about MPV player, I used this installation: https://sourceforge.net/projects/mpv-player-windows/files/

After installation, I ran "configure-opengl-hq.bat" in the "installer" folder.

For other apps such as Microsoft Edge, Teams, GPU hardware acceleration is enabled by default.

2. For the video, it's a free sample from this link: https://www.libde265.org/hevc-bitstreams/tos-4096x1720-tiles.mkv

Note that the black screen issue happens with any video.

Also please try USB-C (DP alt) to DisplayPort connection first as this is the port I use most often.

[DeividA_Intel]

Hello lucasmason, 

I do appreciate the information provided.

With this, I will be able to continue with the research, and as soon as I have any details or if I need further information I will let you know.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[lucasmason]

@DeividA_Intel Regarding reproducing the issue in MPV video player, if I open the "mpv.conf" configuration file in "mpv" folder and manually specifying the GPU API by adding the following line:

gpu-api=opengl

 or

gpu-api=vulkan

There is NO black screen flicker during video playback.

But if I change to the following line, which is also the default GPU API used by MPV, the random black screen flicker comes back:

gpu-api=d3d11

This is further evidence that this is a graphic driver issue that's somehow related to DirectX, because the black screen issue also happens with many other applications that use DirectX acceleration, and the issue resolves if the DirectX acceleration is swtiched off.

Please investigate, thank you.

[Ronny_G_Intel]

Hi @lucasmason 

We are still investigating your report, I personally tested an equivalent system and had no issues so I am asking other team members to help me replicate it.

I will get back to you as soon as possible.

Regards,

Ronny G

[lucasmason]

Hi @Ronny_G_Intel 

Many thanks for testing. I was able to replicate this issue on another NUC as I mentioned earlier, by using the latest graphic driver on an NUC7i5BNK. And the issue resolves upon reverting back to 24.20.100.6286 driver version (last release on NUC7i5BN download page).

Were you using the USB-C output in DP Alt mode and connecting to a DisplayPort on a monitor?

[Ronny_G_Intel]

Hi @lucasmason 

I am sorry, I missed that important detail: I tested this configuration using a regular HDMI connection.

So, you have a USB-C to DisplayPort connection, can you provide me with the brand and model of your display, also what type of cable/connection are you using? Are you using a docking station in between? A picture will be great.

Did you try a direct HDMI connection by any chance?

Regards,

Ronny G

[lucasmason]

Hi @Ronny_G_Intel 

So I personally purchased and tested all of the following direct USB-C to DisplayPort cables:

https://www.amazon.co.uk/Cable-Matters-DisplayPort-USB-C-Supporting-Black/dp/B01LYD2Y19

https://www.amazon.co.uk/StarTech-com-USB-C-DisplayPort-Adapter-Cable-Black/dp/B07VN6B5GR

https://www.reichelt.de/de/en/cable-usb-type-c-male-to-dp-male-8k-0-5-m-delock-85811-p267694.html

https://www.reichelt.de/de/en/usb-c-plug-to-dp-plug-dp-1-4-8k-60-hz-1-m-ttl-usbc-dp-1-0m-p281426.html  (Current cable I'm using)

The issue happens with all of the cables listed above. I do not use any docks, dongles or adapters.

The displays I've tested:

Current setup: Dell UP3218K, running 7680 x 4320@48hz and also 60hz with dual USB-C to DP cable, issue is present.

ASUS PG278Q, running 2560 x 1440@60hz and also 144hz with single USB-C to DP cable, issue is present.

Dell UP2715K, running 3840 x 2160@60hz with single USB-C to DP cable, also 5120 x 2880@60hz with dual USB-C to DP cable, issue is present in both config.

I did try a very old 21" 1920 x 1080 60hz monitor with HDMI input using an HDMI to HDMI cable and it had no issue.

From my personal testing, I can say with confidence this issue is not caused by a cable or display defect, but rather a graphic driver anomaly. Again as I've mentioned earlier, I was able to replicate the issue by installing the latest graphic driver on an NUC7i5BNK (using the USB-C DP Alt output). And the issue resolves upon reverting back to 24.20.100.6286 driver version.

[Ronny_G_Intel]

hi @lucasmason 

Thanks for providing all these details, let me work with the Product Team and I will get back to you as soon as possible.

Regards,

Ronny G

[Ronny_G_Intel]

Hi @lucasmason,

I sent you a quick note via our WebTicketing platform.

I attached a GFX Driver for you to try and I am also recommending that you try other RAM brand and model or reduce the memory amount to 32GB.

Please let me know the results.

Regards,

Ronny G

[lucasmason]

Hi @Ronny_G_Intel 

Many thanks for sending over the GFX Driver. I've tested it and had a very interesting finding.

So I installed 27.20.100.9778 and rebooted, tested GPU D3D video playback and the issue was still present - random and frequent black screen flicker.

Then when I was about to shut down and remove one the RAM sticks, I noticed a Windows Update item saying Display Driver version 27.20.100.8935 is available and I'd never see that version anywhere before. I don't know why Windows Update offered that specific driver version but out of curiosity and based on my previous experience of solving the same issue with an old driver version on an NUC7i5BNK, I decided to let Windows Update download and install GFX Driver 27.20.100.8935. After reboot I tested GPU D3D video playback again and the issue seems to be resolved with 27.20.100.8935. I played about 1 hour of HD and 4K content and never saw a single black screen flicker. I have yet to test other GPU accerlerated apps.

Is there anything you can do about this finding? 27.20.100.8935 is not officially listed on NUC11 driver download page. Could some kind of changes in between driver version 8935 and 9415 have caused this issue? Would you recommend sticking to 27.20.100.8935 forever? What if I update to Windows 11 in the future? Will it be compatible and will another GFX driver update be pushed via Windows Update and repeat the issue?

Attached is a report from Graphics Command Center. I would love to get to the bottom of this.

Thank you.

Edit 25/09:

Just to be thorough, I removed one stick of RAM and reinstalled 9778 GFX driver and the issue came back.

[Ronny_G_Intel]

Hi @lucasmason

Thanks for testing and for providing feedback, this is a very interesting behavior, let me find out and I will get back to you.

Regards,

Ronny G

[lucasmason]

Hi @Ronny_G_Intel 

I'd like to follow up and mention that 8935 GFX driver introduced a brand new issue: if I turn off the display while the NUC is activtely powered on (not in sleep/standby/hibernate), and when I turn the display back on, I get a completely black screen (dipslay shows there is signal, but just black). I have to press the power button for two seconds to sign out of Windows (this triggers a display signal refresh?) in order to get the display output to return to normal.

This issue is not present in 9415 and 9778.

[lucasmason]

Hi @Ronny_G_Intel 

Just to follow up again, although the issue seems to be resolved for GPU D3D video playback using 8935 driver. It still occurrs occasionally (one ot twice a day) when using other GPU accelerated applications, for example, Firefox, when browsing, the entire screen would suddenly freeze (cursor and keyboard unresponsive), then after about 2 seconds, the screen would turn black for 1 second and turn back on, leaving some strange graphic artifacts on screen, please see attached screenshot, it left a strange dark rectangle on a fixed position on screen and it went away by itself after a couple hours.