NUC12WSHi7 - Dual display over USB-C second display no signal

[Feejus]

Hi, I had such a great response from the team here so posting another one.

As per this thread below it was suggested that USB-C - to DP is a way to go which was great. 

Yet i have run into this very odd issue. 

Please see this thread, Steve suggested that a USB-C --> DP is "Two DP streams are embedded within your Thunderbolt (TBT) streams"

https://community.intel.com/t5/Intel-NUCs/NUC12WSHi7-incompatible-Monitor-verified/m-p/1416156/emcs_t/S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufEw4QjdPUVBNMVIzQlNOfDE0MTYxNTZ8U1VCU0NSSVBUSU9OU3xoSw#M93961

Issue:

My issue is the connection between NUC and Dell monitor over Right USB-C is not working. I have swapped them around (I.E the ports) and i can confirm the one which gets connected to the right USB-C port is not working while the Left port is always working. 

I have also put in a "USB Disk" and that did work I.E I could access my files. So is it only one "Graphic Thunderbolt port which is suppose to work?

A) Hardware limitation or NUC does not support 2 x USB-C --> DP output. 

B) Hardware issue, I.E one of the port is broken

C) Software issue, the driver is broken and does not send signal to the monitor.

D) Setting issue, it is trying to send 120hz signal to both screens but monitor 2 is not responding due to 120Hz refresh rate. 

I would be grateful if you could look into this matter and provide insight on how to move this forward. 

PS: Cables are brand new and has been tested and works perfectly fine! 

It does work if I run the connection over HDMI --> DVI 

Thanx @n_scott_pearson 

[n_scott_pearson]

According to the datasheet, this should work just fine. Are you using USB-C-to-DP adapter (plus DP cable) or USB-C-to-DP cable? Switching the adapter from one port to the other or switching the cable from one monitor to the other, does this make any difference? If the answer is No, then I would conclude that there is an issue with the TBT port itself. Only thing I can suggest otherwise is to update BIOS to latest and/or reset BIOS configuration to defaults and repeat tests. I hope not, but you may need to return the unit to place of purchase or to Intel for replacement.

Hope this helps,

...S

[Feejus]

Thanx @n_scott_pearson  for the quick response on this. 

Yesterday I bought brand new cables with no adapters, I.E USB-C to DP. 

https://www.amazon.co.uk/gp/product/B09J2F57VV/ref=ppx_yo_dt_b_asin_title_o01_s00?ie=UTF8&th=1

So the Cables go directly from computer to screen.  So answer your question:

Switching the adapter from one port to the other or switching the cable from one monitor to the other, does this make any difference?

EM: Actually Switching ports, I.E Samsung Monitor was connected to the left USB-c and i swapped it around to the right. Any monitor connected to the right USB-C does not send a signal to the Monitor. 

Bios was updated just recently. The latest Bios from september was installed just few days ago. 

Thanx

[LeonWaksman]

hello @Feejus 

Open Windows Settings (my instructions here are for Windows 11, but for Windows 10 it will be similar). Open System > Display > Multiple displays. Click on "Detect" in Detect other display line.

Leon

[Feejus]

Hi @LeonWaksman 

Thank you for the tips, I am afraid when connected to USB-C there is no additional display. Like i said earlier, swapping the monitors around I.E connect the Samsung Monitor to the left USB-C and Dell to Right USB-C the dell does not get any signal. 

Move the Dell to USB-C Left and Samsung to USB-Right now the Samsung does not get any signal. 

Thanks

[Jean_Intel]

Hello Feejus,

If I may jump into the conversation. I want to confirm some information about your issue. Please, provide me with the following:

Did you try using the "USB Disk" with the USB-C port located at your right to confirm if this device is being recognized?

To have more information about your issue, such as BIOS, drivers, and Operating system version, please provide me with 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 "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

[Feejus]

Hi 

Thank you for looking at this.

About the USB-C and disk question.

Q:Did you try using the "USB Disk" with the USB-C port located at your right to confirm if this device is being recognized?

EM "I have also put in a "USB Disk" and that did work I.E I could access my files. So is it only one "Graphic Thunderbolt port which is suppose to work?" Yes i did it seems that you missed this in the original message. 

Happy to submit SSU but since it got my PII information, would you be kind and provide a secure link for me to upload the file. I don't want to attach this publicly. I ran the file and got the txt file ready to go. 

Thanx

[Jean_Intel]

Hello Feejus,

I appreciate your response.

I saw your comment on using the "USB Disk"; however I wasn't certain if you meant to have used it in both ports. My apologies for my redundant response.

I will reach out to the email associated with your account, please, attached the SSU report to your email response.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Feejus]

Hi @Jean_Intel 

Its done, I have sent it by email. 

[Jean_Intel]

Hello Feejus,

Thanks for sharing the SSU file. 

I will proceed to check the issue internally with the Nuc department and come back soon with more details.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Feejus]

Thank you @Jean_Intel . I would like to know what you might find in the logs. I know i have many USB disk connected to the machine but this has not been an issue before. 

[Feejus]

Hi @Jean_Intel 

I have attached a screenshoot during startup. The issue is that i can't decide where to show the NUC bios! Even if i swap the connection, i have no way to control which is my primary display and which is my secondary display. 

I hope this articulates the issue i am having. 

Thanx

[Jean_Intel]

Hello Feejus,

Regarding your question about the Logs, I assume you mean the SSU report. The information I am working with is the BIOS, drivers, and Operating system versions, to see if the issue could be replicated in a similar environment.

Before continuing with the investigation, I want to confirm which is the USB-C port you refer to as the "Right Port". Based on this image, is it the one labeled with the letter "G"? This is the USB C port closer to the 12-20V DC Input Jack.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Feejus]

Hi @Jean_Intel 

Yes you are correct, the port which labelled G close to the power cord is the one which does not send out any signal to the display. 

Thanx

[Jean_Intel]

Hello Feejus,

I appreciate the information provided.

With the information, I will resume the investigation of your issue. I will post back as soon as I have more information.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello Feejus,

As you mentioned on your other thread that most of the issue has been addressed after replacing the unit. I will close this thread.

If you face any issues or 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