NUC5I3RYH graphic driver HD 5500 issue with HDMI output

[RYane1]

I have mini PC NUC5I3RYH with windows 7, mini HDMI to HDMI port connection to monitor.

Recently, the monitor has turned black after OS started. I can hear sounds of OS, I can restart the computer by using keybord buttons, but the monitor is black.

1. I started a computer in safe mode and disabled the graphic driver Intel HD 5500. The monitor shows correct picture.

2. I tried to install previous version of the driver - monitor is black.

3. Currently computers works with standard video controller.

4. I have re-installed OS (windows 7), same issue - after installing of graphic driver (monitor is black)

5. Intel Driver and Support assistant could not help either.

Thanks

[idata]

Hello RonnyY,

Thank you for joining the Intel® NUC Community.

You mentioned that recently the monitor turned black, did you make hardware or software changes recently? Also, let us know your BIOS version.

Regards,

Amy C.

[RYane1]

No hardware changes were made.

I did not notice any software changes, it could be automatic windows updates only.

Bios version is RYBDWi35.86A.0371.2018.0709.1155. I have updated bios version after black screen appearance, as a part of troubleshooting.

The monitor turns black, if I am enabling "Intel Corporation driver update for Intel(R) HD Graphics 5500".

[RYane1]

No hardware changes were made.

I did not notice any software changes, it could be automatic windows updates only.

Bios version is RYBDWi35.86A.0371.2018.0709.1155. I have updated bios version after black screen appearance, as a part of troubleshooting.

The monitor turns black, if I am enabling "Intel Corporation driver update for Intel(R) HD Graphics 5500".

[idata]

Can you please confirm which of the Intel® HD Graphics driver version have you tried?

Is there any chance for you to test another Mini-HDMI cable and also test the Mini-DP port?

Regards,

Amy C.

[RYane1]

I have tried:

20.19.15.4531

20.19.15.4835

20.19.15.4963

and a few more, that I do not remember.

I do not have another connection, I will try to get mini-DP port cable.

[RYane1]

I have tried mini-DP port, same issue, as mini-HDMI.

When OS starts, the screen turns black. Disabling HD 5500 driver makes monitor work.

[idata]

Thank you for trying the suggestion.

Please access your operating system with the standard video controller and proceed to install the following driver with the following steps:

1. Download the graphics driver ZIP file: https://downloadcenter.intel.com/download/27780/Graphics-Intel-Graphics-Driver-for-Windows-15-40-?pr... Download Intel® Graphics Driver for Windows* [15.40]
2. Unzip the file to a designated location or folder.
3. Click Start.
4. Right-click Computer and select Manage. When prompted for permission from User Account Control, click Yes.
5. Select Device Manager from the navigation tab on the left.
6. Double-click Display Adapters.
7. Right-click the Intel® Graphics Controller and click Update Driver Software.
8. Click Browse my computer for driver software.
9. Click Let me pick from a list of device drivers on my computer.
10. Click Have Disk.
11. Click Browse.
12. Access the designated location or folder, and access a folder called Graphics.
13. Select the file called igdlh64 or igdlh.
14. Click Open, then click OK, and finally click Next. Drivers are now being installed.
15. Restart your computer.

Regards,

Amy C.

[RYane1]

I have performed clean installation of windows 7.

I have updated the graphic driver, as you suggested. The monitor still turns black.

[idata]

RonnyY,

Can you please try installing Windows 10 for testing purposes?

Can you try accessing the BIOS screen and report the video behavior there?

When did you purchase the Intel® NUC?

Regards,

Amy C.

[RYane1]

I can try installation of windows 10.

BIOS screen is regular, it is not affected by graphic driver. Windows is working properly too (with VGA standard driver/controller and low resolution)

I purchased the computer on August 2015. Three years and two weeks before.

[idata]

At this stage, we could be looking for a replacement. But, let me know how it goes with Windows 10.

Regards,

Amy C.

[RYane1]

Installed Windows 10.

The same issue with a driver. No driver - no cry.

But display appearance is much better. The screen resolution is set to 1920x1080 and the computer is working good.

Can you offer me a different driver? You had beta drivers for some screen issued in the past.

[idata]

I have sent you a private message, check your inbox.

The only Beta versions available are those found in our download center: https://downloadcenter.intel.com/product/83257/Intel-NUC-Kit-NUC5i3RYH Downloads for Intel® NUC Kit NUC5i3RYH

How many sticks of RAM do you have? Is there any chance for you to test one stick at a time?

Regards,

Amy C.

[RYane1]

I have only 1 RAM stick - 4 GB.

I will try the suggested driver.

[idata]

RonnyY, you can try the following.

Update the these drivers:

1. Intel® Chipset Device Software for Intel® NUC: https://downloadcenter.intel.com/download/26806/Intel-Chipset-Device-Software-for-Intel-NUC-Kit-NUC5... Download Intel® Chipset Device Software for Intel® NUC Kit NUC5i3MY, NUC5i5MY, NUC5i3RY, NUC5i5RY, and NUC5i7RY
2. Intel® Management Engine Consumer Driver for Intel® NUC: https://downloadcenter.intel.com/download/26135/Intel-Management-Engine-Consumer-Driver-for-Intel-NU... Download Intel® Management Engine Consumer Driver for Intel® NUC Kit NUC5i3RY, NUC5i5RY, NUC5i7RY, NUC5i3MY
3. Beta Intel® Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.40]: https://downloadcenter.intel.com/download/27414/Beta-Intel-Graphics-Driver-for-Windows-10-and-Window... Download Beta Intel® Graphics Driver for Windows® 10 and Windows 7*/8.1* [15.40] (Use the steps in post # 7)

If the issue persists, please run the https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- Download Intel® System Support Utility for Windows* and attach the report.

One more question, is there any chance for you to take your Intel® NUC to a computer shop and ask them to help you swap the memory, cables and the monitor? For testing only, you do not need to buy anything.

To attach a file, the "attach" option will appear in the bottom right corner of the response box.

Regards,

Amy C.

[RYane1]

Beta driver did not work on my PC, flicked during installation and the monitor turned black before restart.

The report from support utility attached.

Thanks

[idata]

Have you always used the Kingston 99U5469-051.A00LF DDR3 1600 MHz? I noticed that this Intel® NUC model only supports DDR3L-1333/1600 1.35V SO-DIMM.

Just to confirm, you do have the option to do what I mentioned about taking the Intel® NUC to a computer shop?

Regards,

Amy C.

[RYane1]

Hi Amy.

The computer was always the same. Same memory stick in the same memory slot.

Should I state in the shop, that I have a hardware problem?

Thanks.

[idata]

Not really, in this case is just for testing purposes if that's possible for you.

Regards,Amy C.

[RYane1]

I will contact the seller, and let him test the computer.

Thanks