NUC7i7BNB - monitor turns off and tutns on with full screen video

[epris]

Dear all,

I have a NUC7i7BNB and a LCD monitor BenQ PD2700u. HDMI cable is an high speed hdmi cable with ethernet by Meliconi. 

I am experiencing the following problem since a lot of time:

When I watch a video in fullscreen modality, expecially one played from a player in a website (for example youtube),  the monitors starts to turn off and turn on frequently. I don't have this problem if I watch the same video in normal or cinema modality.

I noticed that I have this problem only when the resolution is 3840x2160. I don't have this problem if I set the resolution at 2048x1152.

I have read many similar posts but It seems that noone of them provides the right solution.

Here attached, the test obtained with Intel Support Utility.

The HDMI drivers are updated.

The IRIS drivers are updated (24.20.100.6286). I tried to change the legacy drivers with the most recent drivers (version 30) but the monitor started to turn off even if I didn't watch a video.

[AndrewG_Intel]

Hello @epris 

Thank you for posting on the Intel® communities.

In order to have the proper information and provide the best steps, could you please provide the following details?

1- Could you please confirm the exact model of the Intel® NUC? Please review the label at the bottom of the chassis and check where it says "Product Code". (The Intel® SSU report only provides us with the generic model "NUC7i7BNHX").

2- Is this happening with any browser? Please provide the browsers that experience this behavior and the ones that work fine.

3- Have you tested with different HDMI® cables to discard cable issues?

4- Is the behavior occurring if you set different refresh rates at the "3840x2160" resolution? (e.g.: with lower refresh rates?)

5- When did the issue start to happen? Did it work fine before?

6- If this work fine before, were there any recent hardware or software changes that may relate to the point when the issue started? (For instance, Windows, drivers, BIOS, or software updates?)

7- When you said "The HDMI drivers are updated", do you mean the HDMI® firmware for the Intel® NUC? If this is correct, could you please confirm the HDMI® firmware version that you installed?

Best regards,

Andrew G.

Intel Customer Support Technician

[epris]

Hello @AndrewG_Intel ,

1) Product code: BOXNUC7i7BNHX1

2) I am experiencing this problem with Google Chrome ver 96.0.4664.45 (64 bit official build), Microsfot Edge ver 96.0.1054.29 ( (64 bit official build). Today, I have tried Mozilla Firefox 94.0.1 (64 bit) and I have noticed that the problem doesn't appear with this browser (at least for now).

3)I have tried with two different HDMI cables

4) Today I have tried lower refresh rates but the problem still persists

5) To be honest, I don't know. I made different tests and it seems that this problem is more frequent with some html5 video players than others. My feeling is that the problem there has always been.

7) Yes, I'm sorry. I meant HDM firmware "Current on-board F/W Version: Bobcat App: MC2800 v1.77 (cut2.2)
CMDB: Ver:0.3 (Custom Ver: 9.3)"

[AndrewG_Intel]

Hello epris

Thank you for your response and for all these details.

We would like to recommend the following steps in order to review if the behavior is solved:

1- Ensure your Microsoft* operating system is up to date:

• Open Windows Update settings (Settings > Update & Security > Windows Update).
• Click Check for updates.
• Once the update appears, select Download and install now.
• Restart your device to complete the update installation process.

2- Check with the monitor manufacturer "BenQ*" if there are drivers or firmware available for your displays (.inf files) to make sure the software for your monitor is properly installed and up to date.

3- Perform a Clean Installation of Intel® Graphics Drivers in Windows* using the latest customized driver for your Intel® NUC: Intel® HD Graphics Driver for Windows® 10 for NUC7i3BN, NUC7i5BN, NUC7i7BN Version 24.20.100.6286.

During the process, please make sure all steps are followed, including disconnecting from the Internet and making sure you get to the Microsoft Basic Display Adapter before trying to install the graphics driver.

4- If the behavior persists, please update to the latest BIOS version available on Download Center: BIOS Update [BNKBL357] 0085.

Please refer to the BIOS update instructions.

5- Also, could you please confirm if you are able to test the Intel® NUC with another display and have different behavior? Or have you tested the monitor "BenQ* PD2700u" with another computer?

Please let us know the outcome of the steps and if the issue is solved or persists.

Best regards,

Andrew G.

Intel Customer Support Technician

[epris]

Hello @AndrewG_Intel 

I have followed you instructions:

• I have installed the drivers of my monitor
• I have removed and installed the graphic card drivers
• I have installed the last BIOS version

Unfortunatly, the problem still persists.

I have removed and installed the graphic card drivers twice because the first time I had installed the version 30 instead of 24.20 and I can say that the situation is worse with version 30. In fact, with version 30, the monitor turns off every time I scrolled down the mouse pointer.

Now, It is installed the correct version.

[AndrewG_Intel]

Hello epris

We are checking this thread and we would like to know if you need further assistance. Please do not hesitate to contact us back if you have additional inquiries.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello epris 

Thank you for your response.

In order to investigate this further, please provide us with the following information:

1- Does the behavior occur with Hardware Acceleration enabled and/or disabled on Chrome* and Edge* browsers? Could you please test disabling Hardware Acceleration on both browsers and let us know the outcome?

2- Do you know if the issue occurs using a local video file and playing it with a video player like "Windows* Movie & TV", VLC*, etc?

If you haven't tested this way, please download a couple of sample video clips from this link* https://jell.yfish.us/ and test them in full-screen mode to see if you have the same behavior with local video playback (Please let us know which files you test).

3- Please provide a Report for Intel® Graphics Drivers following the steps on the link. Make sure the monitor in question is connected to the computer when running the report.

4- Run the Intel® Processor Diagnostic Tool to verify that both the processor and the GPU (Graphics Processing Unite) are fine.

To save the report, once the test is done, click on "File >> View Results File" and attach the .txt file to your reply.

5- Please provide a new Intel® SSU report (.txt file).

Best regards,

Andrew G.

Intel Customer Support Technician

[epris]

Hello @AndrewG_Intel ,

I want to inform you that the problem has been solved after disabling Hardware Acceleration on both browsers.

What is the motivation? I would like to understand it.

Here attached, the result of Intel Processor Diagnostic tool

Thank you for your great support

Antonio

[AndrewG_Intel]

Hello epris

We are checking this thread and we would like to know if you need further assistance. If yes, could you please provide us with the information and reports requested in our previous post?

Please do not hesitate to contact us back if you have additional inquiries.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello epris

Thank you for your this feedback and for the Intel® Processor Diagnostic Tool report. Please allow us to review this and your inquiry further and we will be posting back in the thread as soon as more details are available.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello epris 

Thank you for your patience on this matter.

We tried to replicate this behavior in our lab but we did not experience the same issue. We even tested running several 4K online videos and stored videos using HDR mode.

At this point, we recommend reaching out to Intel® Customer Support directly through phone or chat and reviewing warranty availability for your Intel® NUC.

Here is the "Contact us link" (click on "Support for Products > Intel® NUC").

Please make sure to select your country or region and to contact us within your local business Support hours. Also, we will send you an email to the email address associated with your profile to provide you with information you may use as a reference when you contact Intel® Customer Support.

Additional Note:

Also, we would like to inform you that the Intel® NUC Kit NUC7i7BNHX1 with Intel® Optane™ Memory has been discontinued, Intel Customer Service no longer supports inquiries for it, therefore, for further technical requests perhaps fellow community members have the knowledge to jump in and help. You may also find the Discontinued Products website helpful to address further requests.

Thank you for your understanding. 

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello epris 

We have not heard back from you so we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards,

Andrew G.

Intel Customer Support Technician

[ferjan]

I'm having the exact same issue on my NUC8I5BEK, running both Windows 10 and 11, the problem occurs randomly when I access a site in Microsoft Edge that displays video (e.g. Youtube, Netflix, Amazon Prime). The screen just blacks out for 5secs and then comes back. There is no warning or error in the Event Log. Reinstallation of Windows, Intel Graphics driver reinstall, Edge repair, nothing works.