NUC7PJYH keeps sleeping and can't be made to awake issue with HDMI to 4K TV source switching

[Warsivan]

When my NUC goes into sleep mode (blinking orange or no orange LED showing no activity) after a period of no activity in Windows 10 whilst connected through HDMI to 4K Sony TV, it does not come out of sleep mode correctly using bluetooth mouse gesture or keyboard strokes. It sleeps apparently when the TV is switched from NUC to other device (Nvidia Shield TV) and then back again to use Windows 10 on NUC, then there is "no signal". Have to resort to either pushing the power button, but mostly have to hard shutdown by holding power button until shutdown. Is there a workaround? Or must I return the NUC for refund and upgrade to NUC10i5 etc?

[Alberto_Sykes]

Warsivan, Thank you for posting in the Intel® Communities Support.

In order for us to provide the most accurate assistance on this topic, we just wanted to confirm a few details about your system:

Is this a new Intel® NUC?

When did you purchase it?

Was it working fine before?

When did the issue start?

Did you make any recent hardware/software changes?

Which Windows* version are you using?

Please provide the SSU report so we can verify further details about the components in your platform, please check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Warsivan]

Hi Alberto

I am currently having the issue of black screen no signal upon returning to pc after switching back from other input sources on hdmi tv as I began ti explain in my post. I hear that this is a long standing issue with earlier nucs at least. I assumed they should be a perfect device to purchase for media streaming home theater pc use when used alongside my Nvidia Shield Tv Pro device, storage devices like USB external HDD drives and 4K TV, all working together. If the NUC is in fact designed to enter low power states that means it can’t be used well with above system after a period of user inputting inactivity, then I hope we can at least work out a suitable workaround together. That way I won’t have to hard shutdown the NUC which is potentially damaging. I use bluetooth mouse and keyboard on the living room couch of course.

Is this a new Intel® NUC?

Yes

When did you purchase it?

10th Oct 2020

Was it working fine before?

No always same problem 

When did the issue start?

From beginning 

Did you make any recent hardware/software changes?

No

Which Windows* version are you using?

Windows 10 home.

Soon I will complete the link to SSU you sent to me.

I worry about attempting to return the NUC to place of purchase without any advise first to do so from Intel support team, of course. This may or may not be a solution to the problem anyway.

Regards to you.

[Weiman]

The NUC7 seems to have serious problems with 4K output. See also this thread:

Intel NUC Kit NUC7PJYH - Problems upgrading to Windows 10 (1909) with frequent instances of the BSOD. - Intel Community

[Weiman]

...And this:

NUC7PJYH does not work on 4K Monitor and TV - Intel Community

[Warsivan]

Hi Alberto,

I am attempting to attach the SSU results file to you, here. The SUBMIT link in the SSU.exe did not work unfortunately. So I am not sure if you will receive the report. If you do not receive the report, please instruct how can I send it to you. The noreply email also will not allow me to attach and reply to you.

[Warsivan]

When do you think you may issue your response? Depending on what your advice is I may have to start on a campaign with warranty returns or something especially if this NUC is going to perform so poorly with media streaming devices and/or external hdd drives that I have. Please advise as soon as you can .

[Warsivan]

Did not receive any reply to submitted information,

[Alberto_Sykes]

Hi Warsivan, Thank you very much for providing that information and the SSU report.

For this scenario, we recommend to install the latest BIOS version for the Intel® NUC, the latest Intel® Graphics driver version and install the HDMI firmware update as you can see in the following link:

https://www.intel.com/content/www/us/en/support/articles/000033202/intel-nuc.html

According to the SSU report, the BIOS version currently installed is 0057 and the Graphics driver version is 27.20.100.9079, both of them are the latest, and there is no HDMI firmware update available for this specific Intel® NUC as you can confirm here:

https://downloadcenter.intel.com/product/126137/Intel-NUC-Kit-NUC7PJYH

Since the Intel® NUC is new, what we recommend to do is to get in contact directly, either with the place of purchase to verify their warranty options or with Intel® Support directly for them to further assist you with the warranty procedure, a refund or a replacement might be available on both places:

Chat support:

http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat,

For phone support, depending on your location, you will see the contact information on the links below:

EMEA contact information: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html

APAC contact information: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html

LAR contact information: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html

North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Warsivan]

Thank you for considering the issue and for your suggestions. I was coming to similar conclusions that you both have indicated and for warranty claim. Before returning to place of purchase, can it be expected that this same model NUC replacement will work, or if a higher model NUC is required to work without the sleep/wake issues? If upgrade is required, which model NUC kit and components must I get (bare bone chip, RAM, Windows version) that will be assured of working reliably for 4K TV hdmi connectivity? I have no way of knowing this in advance. This information will bring the resolution to the issue...

[Alberto_Sykes]

Warsivan, You are very welcome, thank you very much for sharing those details.

In reference to your question "can it be expected that this same model NUC replacement will work, or if a higher model NUC is required to work without the sleep/wake issues? If upgrade is required, which model NUC kit and components must I get (bare bone chip, RAM, Windows version) that will be assured of working reliably for 4K TV hdmi connectivity?", we will do further research on this topic in order to try to provide the details that you are looking for, as soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_Sykes · Accepted solution]

Hello Warsivan, I just received an update on this matter.

Just to let you know, the sleeping issues related to the Intel® NUCs were fixed with the installation of the latest Intel® Graphics driver, which is currently installed in your Intel® NUC, so, this could be an isolated case and if you replace the unit there is no reason for the problem to persist. However, we cannot guarantee 100% that will be the case, that is in order not to provide false expectations since there is a small chance that the problem will manifest again, at this point we recommend to replace it with the same model.

Regarding the upgrade of the Intel® NUC with the place of purchase, you can always do that and select one from the list that you will see in the links below, regarding memory RAM, please make sure that the Intel® NUC that you are going to choose works with DDR4-2400 1.2V SO-DIMM and that it uses a 2.5" HDD or SSD (up to 9.5 mm thickness) since those are the parts that are fully compatible with the Intel® NUC Kit NUC7PJYH as you can confirm on these 2 links:

https://www.intel.com/content/dam/www/public/us/en/documents/product-briefs/nuc7cjyh-nuc7pjyh-nuc7cjys-brief.pdf

https://ark.intel.com/content/www/us/en/ark/products/126137/intel-nuc-kit-nuc7pjyh.html

In the following link, you will be able to check all the specifications of the Intel® NUCs, to confirm the details above described, we recommend to choose Intel® NUC7 or NUC8 for an upgrade:

https://ark.intel.com/content/www/us/en/ark.html#@PanelLabel70407  

https://ark.intel.com/content/www/us/en/ark/products/series/129706/intel-nuc-kit-with-7th-generation-intel-core-processors.html

https://ark.intel.com/content/www/us/en/ark/products/series/129705/intel-nuc-kit-with-8th-generation-intel-core-processors.html

Regards,

Albert R.

Intel Customer Support Technician

[Warsivan]

To follow up a little further on the no signal issue, which occurs on HDMI TV Sony Bravia 2018, I seem to have stumbled on a key fix for my case. The return to place of purchase and replacement behaved exactly the same.

I read your support post with another similar Sony owner and Turn On/Turn off No Signal from 2019, which mentioned drivers and Intel having no resources to test all TVs. It seemed to me the testing you did or the Intel team didn't indicate Turning off the TV for hour or so between tests, although it may have done. This post did not appear to resolve.

I had another older Sony 1080p which defaults at 30HZ to try, and this proved to worked flawlessly. I fiddled with the 2018 Sony HDMI port settings (those which were set for the NUC device's connected port), based upon ideas from this earlier post. But then tried simply changing the refresh rate of Windows 10 to 30HZ - thinking this wasn't mentioned in any post, and might be the load off the connection needed. Voila, success - this is the only thing to have corrected the handshake or no signal issue.

Granted, I guess, this NUC model is seen by super users as only for use as a basic server and not for any graphics intense use beyond 30HZ. with 4K. Surely by 2019, with such 4K limitations, it should have been advertised as such, or not have been produced at all. The form factor has connotations of suitability for HTPC server use does it not? Should intel design the refresh rate to default to rates at which connectivity is reliable for average uses.

[Alberto_Sykes]

Warsivan, Thank you very much for your response.

We are sorry to hear that the problem still remains with the replacement Intel® NUC, but it is great to know that you were able to fix it by changing the refresh rate of Windows* 10 to 30Hz. Thank you very much as well for sharing the solution on this thread we are sure it will be very helpful and useful for all the peers viewing this forum.

For Intel® it is very important all the reports and feedback provided by all of our customers, so I will send your comments to the proper department for them to be aware of your suggestions and recommendations on this matter for future releases.

Regards,

Albert R.

Intel Customer Support Technician