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Beginner
1,100 Views

NUC5PPYH - (HDMI, VGA, USB) port stop working

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Hi,

This product worked perfectly since December 2015 and was connected to a UPS.

The operating system is Windows Professional 8.1.

My NUC is connected to two screens, a Viewsonic analog (VGA) and a Dell digital (HDMI).

HDMI port stopped working during a boot of the NUC, however the VGA port still worked.

I tested the HDMI screen on another machine, it was OK.

I've updated the graphics driver, still no HDMI.

I tested the material with your diagnostic software:

https://downloadcenter.intel.com/fr/download/19792?_ga=2.232160991.1196252750.1539437231-572705605.1...

Everything was OK.

In the BIOS, the priority of the screens were on automatic.

So I changed it in screen 1: HDMI and screen 2: VGA.

When you start more no screen didn't work.

After several starts, the keyboard no longer lights and no mouse.

Power LED is stable and the fan in spinning.

I tested these four devices on another machine, all are functioning normally.

I think in maybe a BIOS problem that escalates.

I'm looking for a procedure that allows you to reinstall the BIOS without keyboard or screen?

Then, I only see the hardware problem.

If anyone has a solution...

Thanks in advance to you all.

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Super User
27 Views

Yes, there is possibility to update bios without keyboard and mouse working. It is called bios recovery: https://www.intel.com/content/www/us/en/support/articles/000005532/mini-pcs.html BIOS Recovery Update Instructions for Intel® NUC . You shall use the Security Jumper Removed method.

  1. Prepare USB stick fully formatted to FAT32 with Bios file PY0075.bio https://downloadcenter.intel.com/download/28173/BIOS-Update-PYBSWCEL-86A-?product=87740 Download BIOS Update [PYBSWCEL.86A] . Format your USB with Quick Format option unchecked (full format). Do not format your USB in MAC (OS) or Linux machine. Use Windows.
  2. Disconnect the power adapter and remove the bottom cover from your NUC.
  3. Remove the yellow security jumper (see Product Technical Spec, para. 2.3., page 52) and close the bottom cover. https://www.intel.com/content/dam/support/us/en/documents/mini-pcs/nuc-kits/NUC5CPYB_NUC5PPYB_TechPr... https://www.intel.com/content/dam/support/us/en/documents/mini-pcs/nuc-kits/NUC5CPYB_NUC5PPYB_TechPr...
  4. Insert the USB with the PY0075.bio file.
  5. Reconnect the power adapter and power ON the NUC. Wait 30 sec - 2min. The Recovery process will start automatically and will end after 2 -5 minutes.
  6. When bios recovery completed, switch the power OFF, remove the power adapter and replace the Security Jumper (pins 1-2)
  7. Power your NUC ON.

Hope this will work

Leon

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7 Replies
Highlighted
Super User
28 Views

Yes, there is possibility to update bios without keyboard and mouse working. It is called bios recovery: https://www.intel.com/content/www/us/en/support/articles/000005532/mini-pcs.html BIOS Recovery Update Instructions for Intel® NUC . You shall use the Security Jumper Removed method.

  1. Prepare USB stick fully formatted to FAT32 with Bios file PY0075.bio https://downloadcenter.intel.com/download/28173/BIOS-Update-PYBSWCEL-86A-?product=87740 Download BIOS Update [PYBSWCEL.86A] . Format your USB with Quick Format option unchecked (full format). Do not format your USB in MAC (OS) or Linux machine. Use Windows.
  2. Disconnect the power adapter and remove the bottom cover from your NUC.
  3. Remove the yellow security jumper (see Product Technical Spec, para. 2.3., page 52) and close the bottom cover. https://www.intel.com/content/dam/support/us/en/documents/mini-pcs/nuc-kits/NUC5CPYB_NUC5PPYB_TechPr... https://www.intel.com/content/dam/support/us/en/documents/mini-pcs/nuc-kits/NUC5CPYB_NUC5PPYB_TechPr...
  4. Insert the USB with the PY0075.bio file.
  5. Reconnect the power adapter and power ON the NUC. Wait 30 sec - 2min. The Recovery process will start automatically and will end after 2 -5 minutes.
  6. When bios recovery completed, switch the power OFF, remove the power adapter and replace the Security Jumper (pins 1-2)
  7. Power your NUC ON.

Hope this will work

Leon

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Highlighted
Beginner
27 Views

Hi, the best Leon !

Thanks for your quick response.

I had already read this documentation, but reading the paragraph on page 53:

"If the Recovery Update was cancelled or a matching *.bio file was not found, a Config Menu will be displayed. The Config Menu consists of the following (followed by the Power Button Menu selections)"

I thought he needed a screen to interact during the process, hence my call to the community.

Your explanation helped me a lot, it is simple, clear, direct... Perfect.

The VGA display is activated from the beginning of the recovery process, while keeping within the BIOS Screen 1 = HDMI and Screen 2 = VGA.

In summary, the VGA and USB ports work again correctly but HDMI is idle.

As the HDMI screen does even not at the start of the same machine in having unplugged the VGA, I think more of a hardware problem now.

The product is still under warranty, it remains for me as a solution, to contact technical support.

When do you think Mr Leon ?

You see another solution or do you have the same conclusion ?

Good day to you, because here in France it's raining...

Stephane

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Highlighted
Super User
27 Views

Hi Stephane,

I'm sorry that your HDMI port is not working after the bios recovery. If you didn't try this yet, set bios to default settings:

- press F2 to enter bios

- press F9 followed by "y", to set defaults settings

- press F10 confirmed by "Y", to save the settings and exit to Windows.

If still the HDMI is not working I also suggest to issue an request for RMA.

Before you are sending your NUC for replacing, please login with your Microsoft Account, in order to have your digital license linked to your Microsoft Account. Later, after new NUC will arrive, you will need to reactivate your Windows again. This way it will be much easier.

Regards

Leon

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Highlighted
Beginner
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Hi Leon,

This last operation is unsuccessful.

At the end, there is only one line for a screen.

Obviously the BIOS does not detect anything on the HDMI port.

Tomorrow I contact technical support.

If it is in warranty, great! Otherwise there will be a machine will continue to run with a screen.

Thanks you very much for your help and the quality of your advice.

Excuse me if my English was poor, but I think we know well understood and it is essential.

Best regards,

Stephane

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Super User Retired Employee
27 Views

To verify your warranty status, start here: http://www.intel.com/content/www/us/en/support/services/000006303.html?wapkw=warranty+check Determine if Your Product Is Still Under Warranty.

To initiate warranty replacement (RMA), here is contact information for Intel Customer Support (based upon geography):

http://www.intel.com/content/www/us/en/support/contact-support.html# @11 Intel Customer Support Contact Information for US and Canada

http://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html Intel Customer Support Contact Information for Europe, Middle East and Africa

http://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html Intel Customer Support Contact Information for Asia-Pacific

http://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html Intel Customer Support Contact Information for Latin America

You can also use the http://intelsupportchat.force.com/icslivechat/ics_tech_desktop_ww_english_Chat Intel Customer Support Chat Service, but it is only offered in English and is subject to office hours (9-5 M-F) in the Pacific (UTC-8) time zone.

...S

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Highlighted
Beginner
27 Views

Thanks you very much Mr. Scott Pearson

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Highlighted
Beginner
27 Views

In case anyone else experiences the same thing, I lost HDMI output after a NUC BIOS upgrade. It turns out that the newer BIOS would only work with newer HDMI monitors. The older HDMI monitor worked fine once the NUC booted into the OS, but the newer BIOS itself would not generate video on that monitor (but the prior BIOS worked just fine with the older monitor).

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