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TLam4
Beginner
2,008 Views

NUC7i7BNH USB-C to DP stop working after firmware update

Hello,

I have a NUC7i7BNH connected to a HDR monitor Samsung LC32HG70 via USB-C (Thunderbolt3) to Displayport cable. It was originally working but lacks HDR on DP. Recently I found the thunderbolt firmware update ver.33 that features HDR support for DisplayPort over Thunderbolt. However after completed the update, my monitor doesn't work anymore with the same USB-C to Displayport connection. I didn't even able to see BIOS screen nor Windows logo during boot time. Unfortunately I didn't keep record what was the original thunderbolt firmware version...

At about the same time, I have updated BIOS to 0066 as well. Already followed all the steps to reset factory default settings but didn't help.

I do still have HDMI work properly with HDR. However, I have two game consoles both connect HDMI hence use up all available HDMI ports on my Monitor. I still strongly wish to get DP works again with HDR enabled.

Many thanks!

Teddy

0 Kudos
18 Replies
idata
Community Manager
354 Views

Hello teddylam288,

 

 

I understand that you are having problems with the USB-C to Display Port connection after you performed the firmware update and the BIOS update.

 

 

Regarding this, in order to best assist you, I will need you to provide me with more information of your system, you can download our Intel ® System Support Utility tool and attach the report generated here, please refer to the link below so you can download the tool:

 

 

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

 

 

Also, to better assist you with your request, I will need to check some information about your computer. Please follow these steps:

 

 

1. In the keyboard, press WinLogo key + R.

 

2. In the Run box please type dxdiag and hit Enter.

 

3. Click on Save All Information (save it in your desktop).

 

4. Attach the report to this thread.

 

 

 

Regards,

 

David V

 

TLam4
Beginner
354 Views

Hi David,

Thank you so much for attending my question. Attached are the SSU and Dxdiag results.

Best Regards,

Teddy

idata
Community Manager
354 Views

Hello teddylam288,

 

 

Thank you for your response and taking the time to provide me with the information requested.

 

 

I was checking the details but everything in the report seems to be fine. What I can recommend you to do in this case is to do a BIOS recovery via jumper. The steps for doing a BIOS recovery can be found in the link below:

 

 

https://www.intel.com/content/www/us/en/support/articles/000005532/mini-pcs.html https://www.intel.com/content/www/us/en/support/articles/000005532/mini-pcs.html

 

 

Once this has been done, please check if the issue with the USB-C persists, if it does, then it means that the problem is not the BIOS. In the link below you can find the latest BIOS version:

 

 

https://downloadcenter.intel.com/download/28013/BIOS-Update-BNKBL357-86A-?product=95065 https://downloadcenter.intel.com/download/28013/BIOS-Update-BNKBL357-86A-?product=95065

 

 

 

Regards,

 

David V
TLam4
Beginner
354 Views

Hello David,

Sorry if it should be obvious... in the instruction it mention that it needs to download Recovery BIOS (.bios) file. Filename should be something like FY0041.BIO. But I seems cannot find such download link anywhere in the instruction, nor able to find it in the BIOS download link provided.

Another thing that worries me is that it also mention the jumper recovery clears PTT keys and HDCP keys. These keys cannot be restored after the BIOS recovery.... I guess I would rather use power button recovery if it is OK...

Best Regards,

Teddy

idata
Community Manager
354 Views

Hello teddylam288,

 

 

Thank you for your response.

 

 

In this case, I was checking and the link provided takes you to the download page for the latest BIOS version, the first option is the ".BIO" file.

 

 

https://downloadcenter.intel.com/download/28013/BIOS-Update-BNKBL357-86A-?product=95065 https://downloadcenter.intel.com/download/28013/BIOS-Update-BNKBL357-86A-?product=95065

 

 

Also, if you do it with the power button method is fine, no problem at all.

 

 

Let me know the outcome please.

 

 

 

Regards,

 

David V
TLam4
Beginner
354 Views

Hi David,

Many thanks for your guide. I've successfully revert back to BIOS 0060, that's the previous version before my recent update. I've scan with SSU and attached. Unfortunately display port still not working... I've double checked the cable connection to ensure. So... it seems like indeed due to thunderbolt version 33 now.

Would you have other version of thunderbolt firmware that I can try? Many thanks

Best Regards,

Teddy

idata
Community Manager
354 Views

Hello teddylam288,

 

 

Thank you for your response.

 

 

I see that the BIOS was successfully rolled back, perfect, now I want you to perform the BIOS update one more time so that we can make sure the BIOS is not corrupted. Once this has been done, please access the BIOS by pressing "F2" when the system is turned on and the "Splash screen" appears. Press "F9" when in the BIOS to take the options back to default.

 

 

Reboot the system and then access the BIOS one more time. Navigate to "Advanced" > "Devices"> "Onboard Devices". Make sure that the "Thunderbolt" controller is checked which means it is enabled, if it is already enabled, you can uncheck it, save the changes and reboot the system, then access the BIOS again and enable it. When done, reboot the system one more time and see if the Thunderbolt signal is picked up by the monitor.

 

 

I hope this helps.

 

 

 

Regards,

 

David V
TLam4
Beginner
354 Views

Hi David,

I've make to go through all steps you mention, but unfortunately still cannot get back my displayport working... but I believe the Thunderbolt Controller is up and running. When I check with Thunderbolt software (ver. 17.2.71.250), I can see that there is attached port 1 at Thunderbolt controller 1. What is Port 1? Does it possibly refer to my attached monitor?

Best Regards,

Teddy

idata
Community Manager
354 Views

Hello teddylam288,

 

 

Thank you for your response.

 

 

That is correct, it seems to be that the port is recognizing a device but it is not showing the monitor or giving image. I would like to try to test this myself so I will attempt to replicate the problem. Please allow me some time while I try to replicate and as soon as I am done I will be getting back to you.

 

 

 

Regards,

 

David V
TLam4
Beginner
354 Views

Hello David,

While you're testing the setup, just let you know that I've try to replace the USB to DP cable but still fail. I think this double confirmed the new Thunderbolt firmware ver.33 is the cause of this issue.

My newly tested cable: https://www.amazon.co.uk/DELL-DBQANBC067-Adapter-470-ACFC-Monitor/dp/B01M1OWQFU DELL DBQANBC067 Adapter - USB-C to DP 470-ACFC: Amazon.co.uk: Electronics

Well, although the Thunderbolt firmware ver.33 doesn't work with my HDR monitor via displayport, but ver.33 seems to be the first attempt to include HDR support... hope that this can be fixed.

Best Regards,

Teddy

idata
Community Manager
354 Views

Hello teddylam288,

 

 

Thank you for your response.

 

 

I appreciate you taking the time to provide me with the information you have given me, I will be taking this into consideration, also, I apologize for the delay, we are still working on this.

 

 

 

Regards,

 

David V
idata
Community Manager
354 Views

Hello teddylam288,

 

 

Thank you for your response.

 

 

I have completed the testings from my side. Please refer to the information below:
  • Product: NUC7i7BNH
  • Connection: DP to DP with USB-C adapter.
  • Adapter: DP to USB-C Startech adapter.
  • Firmware version: 33
  • Monitor: Asus with DP connection.

Steps:

1 - Re-installation of the operating system, fresh Windows 10 installation.

2 - Thunderbolt driver installed: https://downloadcenter.intel.com/download/26486/Thunderbolt-Bus-Driver-for-Intel-NUC-Kit-NUC7i5BN-NU... https://downloadcenter.intel.com/download/26486/Thunderbolt-Bus-Driver-for-Intel-NUC-Kit-NUC7i5BN-NU...

3 - Thunderbolt firmware upgraded: https://downloadcenter.intel.com/download/27679/Thunderbolt-3-Controller-Firmware-Update-Tool-for-In... https://downloadcenter.intel.com/download/27679/Thunderbolt-3-Controller-Firmware-Update-Tool-for-In...

4 - Restarted the computer, the display is still on and working, no flickering or any issues.

As you can see, there has been no problem with this. What I can say now is that this could be either a software issue (Operating system-related) or hardware. If possible, I would like you to try to do a re-installation of the operating system.

I hope this helps.

 

Regards,

 

David V
idata
Community Manager
354 Views

Hello teddylam288,

 

 

I am following up with your case and see that we have not heard back from you.

 

 

Have you tried, if possible, to re-install the operating system and follow the steps as shown above?

 

 

If you need more assistance do not hesitate to reply.

 

 

 

Regards,

 

David V

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
TLam4
Beginner
354 Views

Hello David,

Sorry for late reply. Reinstall Windows 10 take me pretty big efforts, may I ask a question before doing so?...

When I boot up the NUC (with USB-C to DP cable to Samsung LC32HG70) I'm not able to see BIOS splash screen nor Windows boot logo. I presume those are NOT related to driver, even after reinstall Win10 the situation should stays the same?

Best Regards,

Teddy

idata
Community Manager
354 Views

Hello teddylam288,

 

 

Thank you for your response.

 

 

I quite understand your position, however, I have tried these testings myself and there has not been any issue as you can see in the steps mentioned above. Something else that could be the culprit is either the cable or the adapter that is being used. You could always try with a different cable and adapter if possible.

 

 

Since the BIOS is not shown either then the problem could either be the port itself, a corruption of the firmware, video output (USB-C) or the adapter/cable.

 

 

 

Regards,

 

David V

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
idata
Community Manager
354 Views

Hello teddylam288,

 

 

I am following up with your case and see that we have not heard back from you.

 

 

Were you able to try a different cable or adapter?

 

 

If you need more assistance do not hesitate to reply.

 

 

 

Regards,

 

David V

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
TLam4
Beginner
354 Views

Hello David,

I've spend the weekend trying to figure out the root cause. Now I know both USB-C to DP adapter and the Monitor firmware are causing the issue. As a summary the following combination are working well:

  • Product: NUC7i7BNH, thunderbolt firmware ver: 33
  • Monitor: Samsung LC32HG70 with firmware m-HG732CCAA-1019.2
  • Connection: DP to DP with DELL DBQANBC067 Adapter - USB-C to DP

Before I upgrade to thunderbolt firmware ver 33, my old USB-C to DP adapter works OK and my monitor was with an earlier version of firmware. Of course at that time HDR doesn't work as well. After upgrade thunderbolt firmware to ver 33, I need to BOTH upgrade monitor firmware and change USB-C to DP adapter as shown above. Now the DP connection works great and it does support HDR.

In my case the HDR works more properly with DP. I'm happy with the result after all that trials and errors.

Best Regards,

Teddy

idata
Community Manager
354 Views

Hello teddylam288,

 

 

Thank you for your response.

 

 

I am really glad to know that you are now able to use the monitor with HDR, I am sorry I was not able to provide you with an easier workaround. Since this has been resolved, I will proceed to close this request, nevertheless, if there is any error or you need any more assistance do not hesitate to reply.

 

 

This thread will remain in case other community members experience any similar issues.

 

 

 

Regards,

 

David V

 

 

Intel Customer Support Technician

 

Under Contract to Intel Corporation
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