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NUC7i5BNB stopped recognizing 7.1

pt84
Beginner
1,376 Views

NUC7i5BNB worked fine for the last couple of years hooked up to my yamaha rx-v1800 with 7.1 setup. now it only recognizes stereo. I have been thru all the hoops and spent 2 hours searching for the drivers for this pos. Any reasonable answers out there? do i chuck it and go buy AMD? 

 

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Alberto_R_Intel
Moderator
1,363 Views

pt84, Thank you for posting in the Intel® Communities Support.


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

By any chance, do you remember when did you purchase the Intel® NUC?

When did the issue with the 7.1 audio configurations start?

Did you make any recent hardware/software changes?

Which Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, 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=91...


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


pt84
Beginner
1,353 Views

here you go

n_scott_pearson
Super User Retired Employee
1,345 Views

We need a bit more information. Please re-run the Intel System Support Utility for Windows. This time, select all data categories and then have it generate a report.

...S

pt84
Beginner
1,333 Views

got it

pt84
Beginner
1,306 Views
Alberto_R_Intel
Moderator
1,300 Views

pt84, Thank you very much for sharing the SSU report.


Based on the information showing in the SSU report, we can confirm that the latest BIOS version 0084 as well as the Intel® graphics driver version 24.20.100.6286 are currently installed in your Intel® NUC.


In order to try to fix this problem, we can try a graphics driver update, please try a clean installation of Intel® graphics driver version 30.0.100.9864 following the instructions in the links below:

https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-10-windows-11-dch-driv...

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html


Try to reinstall the Realtek* High Definition Audio Driver version 6.0.1.8192:

https://www.intel.com/content/www/us/en/download/19124/realtek-high-definition-audio-driver-for-nuc7...


And also install the HDMI firmware update 1.77.93:

https://www.intel.com/content/www/us/en/download/646002/hdmi-firmware-update-tool-for-nuc7i3bn-nuc7i...


In the following links you will find further suggestions to try in reference to this scenario:

https://www.intel.com/content/www/us/en/support/articles/000008497/intel-nuc.html

https://www.intel.com/content/www/us/en/support/articles/000058314/intel-nuc.html


If the problem remains after that:

By any chance, do you remember when did you purchase the Intel® NUC?

When did the issue with the 7.1 audio configurations start?

Did you make any recent hardware/software changes?

Does the problem happen at home or in the work environment?

Please provide a detailed description of how are the devices connected to each other, are you using the HDMI ports?

Is the connection from the Intel® NUC to the receiver and then from the receiver to the TV?

Are you using adapters or converters?


Regards,

Albert R.


Intel Customer Support Technician



pt84
Beginner
1,282 Views
Thanks for the response, but this still didn't fix the issue. I bought this unit 18 months ago. The reason I chose this model as to use the USB 3 port as a second hookup for the rx-v1800(not 4k or Arc) and use the HDMI direct to the Samsung 4k. I wanted the higher quality signal directly to the Yamaha, rather than thru the Samsung and back out to thru spdif. This worked fine up until a month or two back when the USB 3 connection stopped working. The Ethernet port quit working within a month so I figured the unit was junk. It was actually the cable, but in the mean time it only would run stereo thru the Samsung. Once I got the new cable it only ran stereo thru the Yamaha as well. Weird. It gets better. If I swap the HDMI from the Samsung to the Yamaha, now it is able to select the 7.1, but when I test the speakers, sound only comes out of the fronts. Major problem
Alberto_R_Intel
Moderator
1,260 Views

pt84, You are very welcome, thank you very much for sharing those details.


We are sorry to hear the issue persists after trying the troubleshooting steps provided in the previous posts. We will now do further research on this matter, as soon as I get any updates I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel
Moderator
1,240 Views

Hello pt84, I just received an update on this matter.


After reviewing the case, we just wanted to confirm, if the Intel® NUC is connected to the Yamaha RX V1800 from the USB-C port on the NUC, to an HDMI port on the receiver? This is because the Yamaha RX V1800 doesn't have a USB-C port nor a Display Port.

If we understood correctly, the connection goes from NUC via USB-C --> cable --> to Yamaha V1800's HMDI port, then the Samsung TV is connected via HDMI to the Intel® NUC. 


If that is the case, what we would recommend to use in this scenario will be straight HDMI connections since using adapters/converters could create these types of issues. You mentioned that if you use the HDMI connection then you see 7.1 audio, and actually, this is the way it should be connected for the device to work with the 7.1 setup. Once you get the chance, please confirm the details above.

 

Regards,

Albert R.


Intel Customer Support Technician


pt84
Beginner
1,214 Views

Albert,

 

I used a USB3 to HDMI cord to connect to the Yamaha. It worked fine for over a year. Now, even if I connect the yamaha directly with the HDMI, I get the 7.1 configuration, but when I go to text it there is only sound coming from the 2 front speakers. The speaker test on the yamaha works for all 8 speakers. 

Alberto_R_Intel
Moderator
1,142 Views

pt84, Thank you very much for clarifying those details.


We will continue with our research on this matter, as soon as I get any more information I will post it on this thread.


Regards,

Albert R.


Intel Customer Support Technician


Ronny_G_Intel
Community Manager
1,104 Views

Hi @pt84 

 

The USB-C connection that you are using to your AVR is actually DP1.2 via USB-C interface and you are connecting it to an HDMI port, in other words, you are connecting DP to HDMI via USB-C using an HDMI cable adapter.

Our recommendation would be to try to stay with the same interface end-to-end, in this case: HDMI-to-HDMI but if your configuration was working before and it suddenly stopped recognizing 7.1 audio via your set up, and based on the troubleshooting mentioned before I would recommend that you check you product warranty expiration, go here https://supporttickets.intel.com/servicecenter?lang=en-US 

and if the NUC is still under warranty, please contact Intel Customer Support via Phone, Chat or WebTicketing and request warranty replacement, make reference to case 05215837. Our contact us information is available here: https://www.intel.com/content/www/us/en/support/contact-support.html#@8

 

I hope this helps.

 

Regards,

Ronny G

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