NUC6i7KYK - NUC, Razer Core, Fall Windows 10 Update, Video Disconnect issue - makes sound like USB device disconnect/reconnect

CClem2 · ‎10-18-2017

I have the Skull Canyon NUC, Razer Core, GTX 1080 and just updated to the Windows 10 Fall Creators update. As soon as I got back to the desktop after the update, I noticed as soon as I right clicked on the desktop, it sounded as if I had repeatedly connected and disconnected a USB device, as it kept making the connect/disconnect sound. I initially thought it was a bad USB driver or something, so I disconnected everything but the Razer Core, but it still happened. I then went to device manager, showed hidden devices and got rid of anything that wasn't being used and tried to re-install what I could, but still the same issue.

I then tried to check the display settings and when I went in there, I will usually see two displays as I have the Razer Core, with GTX 1080 as my primary display connected to it's own monitor and the onboard Intel 580 graphics card with a headless HDMI connector attached. The display settings show the two displays, but after the Windows 10 update and what I thought was USB issues because of the connect/disconnect sound, it seems that the Intel 580 would be the device that actually disappears as in the display settings screen, the two monitor setup would appear and disappear along with the device disconnect/reconnect sound from the OS. I removed the headless HDMI connector from the Intel 580, but that did nothing.

I then just disabled the Intel 580 graphics card in Device Manager and that seems to have solved the disconnect/reconnect issue, however, now I can't use my onboard graphics card, which has been an issue sometimes when the Razer Core has randomly disconnected for some reason.

Has anyone else had an issue like this? And is there any possible fix with drivers and/or firmware for the NUC to solve this? I'm running the latest drivers/firmware currently.

Any help is appreciated.

idata · ‎10-19-2017

Hello Nissportrk,

Thank you for contacting the Intel Communities.

I understand you are facing some troubles with the configuration on your system after some windows updates apparently.

We can certainly check on this and provide troubleshooting to find a possible solution or the source of the problem.

I would like to thank you for the information provided, it clarified the scenario faced for sure, so let's check what can be done with the problem.

Install the latest graphics driver for the system (both graphics adapters Intel(R) and NVIDIA*)
Do you have the latest firmware for Thunderbolt 3*? http://intel.ly/2yzdFGK http://intel.ly/2yzdFGK
The Bus driver should also be updated: http://intel.ly/2ysG427 http://intel.ly/2ysG427

Please let me know how it goes after those steps.

I would be really helpful to have the Intel® System Support Utility from the unit after you get those steps done.

Download the tool: http://intel.ly/2pQj9Kk http://intel.ly/2pQj9Kk
Scan the system
Save the file
Attach it to your answer

Thanks,

Esteban C

idata · ‎10-26-2017

Hello Nissportrk,

This is to follow up on your case and find out if you were able to check my previous message.

Thanks,

Esteban C

CClem2 · ‎10-26-2017

Esteban,

Sorry for the delay, with a 1 year old, they take the most of my time. ALL of the drivers on the system are fully up to date. I've tried re-enabling the onboard Intel 580 driver in hardware manager, but still get the same effect of the device sounding like it is disconnecting and reconnecting. I'm not exactly sure how I can attach the output of the support utility, but I will just try copy and paste. Thanks for your help and let me know what I can do to fix this issue.

# SSU Scan Information

Scan Info:

Version:"2.5.0.12"

Date:"10/26/2017"

Time:"00:00:30.6054632"

# Scanned Hardware

Computer:

BaseBoard Manufacturer:"Intel Corporation"

BIOS Mode:"UEFI"

BIOS Version/Date:"Intel Corp. KYSKLi70.86A.0050.2017.0831.1924 , 08/31/2017 12:00 AM"

CD or DVD:"Not Available"

Embedded Controller Version:"255.255"

Platform Role:"Desktop"

Processor:"Intel(R) Core(TM) i7-6770HQ CPU @ 2.60GHz , GenuineIntel"

Secure Boot State:"Off"

SMBIOS Version:"3.0"

Sound Card:"NVIDIA High Definition Audio"

Sound Card:"Intel(R) Display Audio"

Sound Card:"NVIDIA Virtual Audio Device (Wave Extensible) (WDM)"

Sound Card:"Oculus VR Headset"

Sound Card:"High Definition Audio Device"

System Manufacturer:"Not Available"

System Model:"Not Available"

System SKU:"Not Available"

System Type:"x64-based PC"

- "Display"

Intel ® Graphics Driver Version:"21.20.16.4678"

- "Intel(R) Iris(TM) Pro Graphics 580"

Adapter Compatibility:"Intel Corporation"

Adapter DAC Type:"Internal"

Adapter RAM:"1.00 GB"

Availability:"Offline"

Bits Per Pixel:"Not Available"

- "Caption":"Intel(R) Iris(TM) Pro Graphics 580"

Link:"http://www.intel.com/content/www/us/en/search.html?keyword=Iris+Pro+Graphics+580 http://www.intel.com/content/www/us/en/search.html?keyword=Iris+Pro+Graphics+580"

CoInstallers:"oem178.inf,iSKLD_w10_DS,Internal,Intel(R) Iris(TM) Graphics Family"

Color Table Entries:"Not Available"

Dedicated Video Memory:"Not Available"

Driver:"igdkmd64.sys"

Driver Date:"07/23/2017 08:00 PM"

Driver Path:"C:\WINDOWS\system32\DriverStore\FileRepository\igdlh64.inf_amd64_f507e86e308a4c50\igdkmd64.sys"

Driver Provider:"Intel Corporation"

Driver Version:"22.20.16.4749"

INF:"oem178.inf"

INF Section:"iSKLD_w10_DS"

Install Date:"Not Available"

Installed Drivers:"C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_f507e86e308a4c50\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_f507e86e308a4c50\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_f507e86e308a4c50\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_f507e86e308a4c50\igd12umd64.dll"

Last Error Code:"Not Available"

Last Error Code Description:"Not Available"

Last Reset:"Not Available"

Location:"PCI bus 0, device 2, function 0"

Manufacturer:"Intel Corporation"

Microsoft DirectX* Version:"11.X"

Monochrome:"No"

Number of Colors:"Not Available"

Number of Video Pages:"Not Available"

PNP Device ID:"PCI\VEN_8086&DEV_193B&SUBSYS_20648086&REV_09\3&11583659&0&10"

Power Management Capabilities:"Not Available"

Power Management Supported:"Not Available"

Refresh Rate - Current:"Not Available"

Refresh Rate - Maximum:"Not Available"

Refresh Rate - Minimum:"Not Available"

Resolution:"Not Available"

Scan Mode:"Not Available"

Service Name:"igfx"

Status:"Error"

Video Architecture:"VGA"

Video Memory:"Unknown"

Video Processor:"Intel(R) Iris(TM) Graphics Family"

- "NVIDIA GeForce GTX 1080"

Adapter Compatibility:"NVIDIA"

Adapter DAC Type:"Integrated RAMDAC"

Adapter RAM:"4.00 GB"

Availability:"Running or Full Power"

Bits Per Pixel:"32"

Caption:"NVIDIA GeForce GTX 1080"

CoInstallers:"oem22.inf,Section136,Integrated RAMDAC,GeForce GTX 1080"

Color Table Entries:"4294967296"

Dedicated Video Memory:"Not Available"

Driver:"nvlddmkm.sys"

Driver ...

idata · ‎10-30-2017

Hello Nissportrk ,

I understand, don't worry about the response time.

Thank you for the information provided! I was wondering, were you able to install the drivers and Firmware update recommended above?

Firmware: http://intel.ly/2yzdFGK http://intel.ly/2yzdFGK

Driver: http://intel.ly/2ysG427 http://intel.ly/2ysG427

Also, have you tested this system with different Type C cables?

Thanks,

Esteban C

CClem2 · ‎11-04-2017

Esteban,

The firmware and drivers for the Thunderbolt 3 connection are completely up to date. I did actually have to update the Intel 580 driver, but I also removed the Headless HDMI adapter and that seemed to fix the issue. I purchased that cause initially I wasn't able to RDP to the system with only the eGPU plugged in to a monitor. But now it seems to work fine without the Headless HDMI adapter, which I am fine with. So you should be able to close this out. Thanks for the assistance.

Casey

idata · ‎11-06-2017

Hello Nissportrk,

Thank you for reporting back!

I am glad to hear the system is working as desired now. Feel free to contact us back if required.

Regards,

Esteban C

MPato1 · ‎11-06-2017

I have this same issue. I am using a direct HDMI cable to my monitor however, running 2 monitors on the system. The monitor plugged into the Mini DP port works fine, the one in the full size HDMI socket does not. Issue started not long after update to Windows 10 Fall Creators Update.

I have updated all drivers and BIOS as suggested by Intel support, but no resolution yet.

idata · ‎11-07-2017

Hello matt.paton

Thank you for sharing that information.

Please create a new post with the information related to your inquiry for it to be handled.

Adding this report to the new post would be really helpful:

Regards,

Esteban C