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akulbe
Beginner
1,446 Views

NUC7i7BNB screen frequently goes black for a number of seconds, then video comes back.

I have the NUC7i7BNB connected to a 32" Dell display (UP3216Q) running 4K @ 60Hz using a Thunderbolt-to-Displayport connector.

From what I read, the "Intel Iris Plus Graphics 650" adapter should be able to drive 4K @ 60Hz... however I'm regularly experiencing the entire screen going black for a couple/few seconds, and then coming back on as if it were business as usual.

I have used the same cable and display with two other laptops that have Nvidia display adapters in them (one a GTX1050, the other a Quadro P2000) and I have no display issues with them at any point... so it doesn't seem like a cable or display problem.

Any thoughts? I've attached the output from the System Support Utility to this post.

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28 Replies
n_scott_pearson
Super User Retired Employee
1,163 Views

What can I say? Some dongles are better than others. Try a different one. I have had good success with this one: https://www.amazon.com/gp/product/B07N8RFW86, but it's for HDMI.

...S

akulbe
Beginner
1,159 Views

I actually already have an HDMI cable hanging off of this display, as I use this display and workspace with multiple machines. I'll try this for a while and see how it goes.

akulbe
Beginner
1,156 Views

Well, that didn't take long. It's still happening with straight HDMI.

n_scott_pearson
Super User Retired Employee
1,153 Views

Do you have the HDMI firmware update installed?

akulbe
Beginner
1,150 Views

I'm having trouble finding where to download the right one. I'm not sure if what I find at https://downloadcenter.intel.com/download/29162/HDMI-Firmware-Update-Tool-for-NUC7i3BN-NUC7i5BN-NUC7... is the right one, or not.

n_scott_pearson
Super User Retired Employee
1,130 Views

akulbe
Beginner
1,126 Views

Okay, so I got the HDMI firmware updated. Rebooted my system, and the behavior hasn't changed at all.

AndrewG_Intel
Moderator
1,099 Views

Hello akulbe,

Thank you for posting on the Intel® communities.


We are checking this thread and we would like to know if you need further assistance. Should you have additional inquiries please let us know.


Best regards,


Andrew G.

Intel Customer Support Technician


akulbe
Beginner
1,094 Views

Yes, thank you. I absolutely do need help still. I wanted to use this for my primary desktop, but this problem is frustrating enough that I was thinking about cannibalizing the machine and replacing it with something else. Certainly not my first choice.

AndrewG_Intel
Moderator
1,036 Views

Hello akulbe

 

Thank you for your response.

We would like to recommend performing a clean install of the graphics driver. Please follow the steps above:

 

1- Download the latest DCH driver for Intel® Iris® Plus Graphics 650 and save it on the computer. Driver version: 27.20.100.8476: https://downloadcenter.intel.com/download/29784/Intel-Graphics-Windows-10-DCH-Drivers?product=98912

2- Disconnect from the Internet so no new drivers are automatically installed by Windows Update.

3- Uninstall the Intel® Iris® Plus Graphics 650 driver from Windows® >> Apps and Features. (if applicable).

4- Restart the computer.

5- Confirm in Device Manager >> Video/Display Adapters the controller is listed as "Microsoft Basic Display Adapter" >> if not, repeat steps 3 through 4.

6- If the adapter continues to be listed as "Intel® Iris® Plus Graphics 650", "Intel HD Graphics" or similar, and no other Intel Graphics driver is listed under "Programs and Features" for removal, then it means Windows has switched to a previously installed Legacy driver. At this point we can remove Legacy drivers from Device Manager:

 

6.1- Right-click on “Intel® Iris® Plus Graphics 650” or similar, and select “Uninstall Device”.

6.2- In the pop-up window make sure “Delete the driver software for this device” is checked.

6.3- Click on “Uninstall”.

6.4- Restart. (Repeat steps 6.1 through 6.4 until the device gets listed as "Microsoft Basic Display Adapter").

 

7- Install the DCH driver that was downloaded in step 1.

8- Restart the computer.

9- Reconnect to the Internet.

 

Note: If the behavior is the same, you may repeat the previous steps and test with the latest customized driver for the Intel® NUC, version 24.20.100.6286. This is to rule out driver version issues.

https://downloadcenter.intel.com/download/28208/Intel-HD-Graphics-Driver-for-Windows-10-for-NUC7i3BN...

 

If the issue persists, could you please test the following and provide the outcome?

 

1- What is the exact "4K" resolution that you have? Is it 4096x2160 or is it 3840x2160?

 

2- For testing purposes, is the behavior the same if you set a lower resolution and/or lower refresh rate?

 

3- Did this setup work fine before? If yes, was there any hardware, software, or Windows® change?

 

4- Have you checked if there are firmware or updates specific for your DELL* display that might improve system compatibility and/or performance?

 

5- Based on the Intel® System Support Utility report (Intel® SSU), we noticed the system is running a Windows Insider* version (Build 19042, version 20H2). These Insider* versions are created for testing and we cannot guarantee its proper functionality and the recommendation is to report any issue related to it to Microsoft® since this is an open software testing program by Microsoft. In addition, our latest graphics driver does not support this Windows® version yet.

It is possible for you to test with one of the stables and official Windows® 10 releases (e.g. Windows® 10 Version 2004, build 19041). Please kindly let us know the outcome.

 

Best regards,

 

Andrew G.

Intel Customer Support Technician

AndrewG_Intel
Moderator
1,018 Views

Hello akulbe


We are checking this thread and we would like to know if you were able to check our previous post. Should you need further assistance, please do not hesitate to contact us back.


Best regards,


Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
983 Views

Hello akulbe


We have not heard back from you so we will proceed to close this thread now. If the issue persisted, our recommendation is to report this Microsoft* support team since the system is running a Windows Insider* version.


If you need any additional information, please submit a new question as this thread will no longer being monitored. It has been a pleasure to assist you.


Best regards,


Andrew G.

Intel Customer Support Technician


Sarcastrix
Novice
954 Views

Hello, sorry to hijack this thread but my NUC7i7BNB exhibits exactly the same issues when running at 3840 x 2160 @ 59/60Hz. It's fine at 30Hz.

In March 2020 I purchased an Acer KG281K 4K monitor having previously used a Philips 1080p monitor with the NUC without any problems.  From new, the screen kept on going back at random intervals for a period of 5secs or so, numerous times per hours.

Thinking it was the monitor I returned it to Acer for repair only to find it's replacement did exactly the something - screen goes black, monitor power light stays on and sound is still heard from the speakers. I have tried 2 x new HDMI cables from my 4K TV and also purchased a new Warrky 1.2 USB-C to DP without any changes.

I have followed all the instructions above and upgrade my HDMI firmware, The NUC is running Windows 10 build 2004 with all drivers up to date. I had the same issue whilst running the previous build of Windows too. The monitor works fine @4K on my XBOX with the same HDMI cables.

I have also attached SSU and display driver diagnostic files.

TIA.

 

HEsse
Beginner
930 Views

Interesting thread because I had the exact same problem until the end of last year but on an NUC8i7BEH. However, the error was not discussed here in the forum, but by email (case number: 04319090).

An cable from the Thunderbold interface to the monitor, a BenQ EW3270U, helped. According to Intel, a driver compatibility problem for Windows 10 drivers. Obviously, I was / am not the only one with this problem.

Sarcastrix
Novice
922 Views

Hi HEsse!

No, you're not alone. There have been several posts of a similar nature in recent months as 4K monitors become more common, unfortunately, other than the basic "try rebooting/re-installing drivers" type of answer there is no fix to date.

For example:

https://community.intel.com/t5/Intel-NUCs/Display-blanks-every-few-minutes/m-p/1199119#M75538

https://community.intel.com/t5/Intel-NUCs/I-have-a-NUC8I7BEH-Iris-Plus-655-I-ve-had-repeated-problem...

 

HEsse
Beginner
901 Views

Hello Sarcastrix,

the driver crashes, thats clear to me, which is indicated by a typical acoustic signal. In this case here up to 30 seconds black screen.

Intel claims it's a compatibility problem between NUC and monitor. Of course I wonder why the same error also occurs with a Samsung 4K monitor. Maybe a fundamental incompatibility of 4K monitors with Intel NUC?

However, I can live well with the error, as the NUC plays at least 4K without crashing like the two previous models. They had powerfail after a few minutes playing 4K video and switched off due to overheating.

I would try to connect and test a 4K monitor via the Thunderbold interface.

akulbe
Beginner
896 Views

For me, it happens on both HDMI and Thunderbolt. No such issues with ThinkPad, ThinkStation, or Dell XPS. (connected to the same display - a Dell UP3216Q - with either of the same two cables)
HEsse
Beginner
892 Views

This is interesting, because on my two NUC8i7BEH it works with Thunderbold. One runs with Win 1909 and the other with 2004 and at that time (when the problem was discovered) it was the 1809 version. It could actually be a major design problem on the part of Intel.

The monitors run on all tested computers and these were some brands, only on NUC the error occurred or is occurring.

Sarcastrix
Novice
876 Views

Hi!

To rule out cable and monitor issues I have tried 2 different HDMI cables from my 4k TV and XBOX One X and a new USB to DP cable. The monitor has been replaced and works fine on other 4K sources.

There are at least 3 different monitor brands in this thread and numerous different cable combinations. Yet the issue continues, the only common denominator is the NUC.

 

AlHill
Super User
548 Views

I am of the opinion that there may be a common software demoninator.

 

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