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ericf
Beginner
185 Views

NUC8i5BEK - HDMI Audio Drops out after a couple of Seconds, HDMI Video Black Screen Flash

Hello all, 

        I have updated to the latest BIOS, HDMI Firmware and drivers. My setup is as follows: 

NUC8i5 -> Denon AVR-790 -> Panasonic 

There are two issues I am fighting with: 

1) Whenever I browse to Netflix through Chrome or any other browser, my Screen flashes black and then comes back to normal. This is not too much of an issue however I would like it not to do this. 

2) When I first boot to Windows initially the Audio is at Normal levels, however after a couple of test dings the Audio drops out. I am able to set my AVR to a level of 19dB and I hear audio but this is a large level. Typically when the NUC first boots the level is at -28dB and the sound is at a normal level. 

I have updated to all the latest firmwares and drivers but nothing has fixed these two issues. 

 

Thanks, 

0 Kudos
10 Replies
Sebastian_M_Intel
Moderator
166 Views

Hello ericf, 

 

Thank you for posting on the Intel® communities.   

 

In order to better assist you, please provide the following: 

 

1. Run the Intel® System Support Utility (Intel® SSU) and attach the report generated:   

  • Open the application, check the "Everything" box, and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".    
  • Click on the menu where it says "Summary" to change to "Detailed View".    
  • To save your scan, click on "Next", then "Save".    
  • Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach).   

 

2. Provide the Report for Intel® Graphics Drivers, follow this link.  

3. Did these features used to work before? If yes, did you make any changes before the issue started?  

4. Have you isolated the problem to the NUC by testing different HDMI cables and HDMI devices (monitor, AVR)? 

5. Is this problem only happening when using the Denon AVR? What happens if you connect the NUC to a monitor only? 

 

Regards, 

 

Sebastian M  

Intel Customer Support Technician 


ericf
Beginner
156 Views

Hello, 

     

1. Run the Intel® System Support Utility (Intel® SSU) and attach the report generated:   

  • I have attached the report to this post. 

2. Provide the Report for Intel® Graphics Drivers, follow this link.

  •   I ran this but there was no bug to generate a report through the Graphics Command Center

3. Did these features used to work before? If yes, did you make any changes before the issue started?  

  • No these HDMI issues have been always present. Before I wasn't able to play videos with older driver versions, but this latest driver did make the video playing stable. 

4. Have you isolated the problem to the NUC by testing different HDMI cables and HDMI devices (monitor, AVR)? 

  • I have connected other devices and the audio doesn't drop out with this specific NUC, however I built my own SFF PC using Intel DH57JG and I have no such issues with my own build. 

5. Is this problem only happening when using the Denon AVR? What happens if you connect the NUC to a monitor only? 

  • It does only happen with the Denon AVR, however I am confused as to why it would work normally for a couple of seconds then drop out.  I built my own SFF PC using Intel DH57JG and I have no such issues with my own build. 

Thanks

Sebastian_M_Intel
Moderator
145 Views

Hello ericf,  

 

Thank you for your reports.  

 

Please allow us to investigate this behavior internally.  

 

In the meantime, please verify the following: 

 

You mentioned you updated HDMI firmware, however, you may want to make sure you have followed the steps in the user guide to the letter: https://downloadmirror.intel.com/29472/eng/NUC8ixBE-HDMI-FW-Update-Guide-Version%201.78.4.0.3.pdf 

 

Download: https://downloadcenter.intel.com/download/29472/HDMI-Firmware-Update-Tool-for-NUC8i3BE-NUC8i5BE-NUC8...  

 

Additionally, you can contact the TV and AVR manufacturer to make sure the latest firmware and drivers are up to date https://denon.custhelp.com/app/answers/detail/a_id/6899/~/avr-latest-firmware-update  

 

Regards,  

  

Sebastian M  

Intel Customer Support Technician  

 

Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel or any of its products is implied.


ericf
Beginner
139 Views

Hello
Regarding the hdmi firmware I did use the bobcat tool to update it to the latest version I followed those instructions.
I will follow up with denon to see what might be an issue there. However I do see a that the older version board dh57jg might work against me getting an answer.
Thanks
n_scott_pearson
Super User Retired Employee
130 Views

LOL! Well, mentioning Jet Geyser will complicate things because it's a discontinued product and ICS will not provide support involving it -- but I will!
AFAIK, your JG does not support ARC, so does not do any signaling of control. If you are using Windows 10, the 1st gen Core processor you have in this JG is not supported, so you are running with the Microsoft compatibility driver (which has all sorts of shortcomings). But, most importantly, the processors that you can use in your JG have only HDMI 1.3 output capability. Taken all together, the JG isn't going to be suffering from the flashing blank screens that you see with later solutions -- and which I believe are caused by bugs in the Intel graphics drivers that Intel has never been able to ferret out completely.
...S

ericf
Beginner
116 Views

@n_scott_pearson Scott

Thanks for that information. I was figuring there has to be some sort of handshake protocol that isn't being followed or being incorrectly designated in some sort of mode. The NUC initially works but then the volume goes so low and I have to amplify the audio with my AVR . This even occurs when the NUC comes out of sleep state, because the ding is a loud blast and after a couple of seconds the volume goes low again. 

 @Sebastian_M_Intel Sebastian, 

     As I mentioned I did follow those HDMI instructions to the letter, this was even from the start of this. I contacted Denon and confirmed the firmware was up to date. It was a long wait on hold, and they also questioned on as to why it is working with other devices like PS4, PS5 and the older NUC but not with this one. 

Ronny_G_Intel
Moderator
96 Views

Hi ericf,

See below some additional questions and recommendations:

  • Is there a way to turn off Denon's AVR video processing by either turning the I/P scaler off and the Video Mode off, or set Video Mode to bypass.
  • Does the issue only occur when playing videos on Netflix? No issues when streaming video from other services or playing DVD, Blueray video (not streaming)? Or when playing a local file?
  • Could it be an option for you to try using the stereo Audio in the Netflix settings? In Netflix playback itself (not in the AVR or NUC settings), can you select a different audio option (if that is available in the show/movie that you are watching). The idea here is to make sure that this is not related to the DD+ codec issue (there was a known DD+ codec issue affecting AVR-790)
  • What is the resolution that you are using? What happens If you lower the resolution or try a different refresh rate? Do you see the same behavior?
  • If nothing from above was helpful, can you please share a short video to help us see the issue and what is on the AVR at that moment?

Regards,

Ronny G

ericf
Beginner
85 Views

Hello @Ronny_G_Intel 

There are two issues and I am not sure if they are related or not, the two issues occur at different times. The Audio level Drop issue happens just by using any audio, and the Video Black Screen Flash only occurs with Netflix and Amazon Prime Video, possibly other streaming video websites but those are the only two I use. I have the answers for the questions you asked: 

  • Is there a way to turn off Denon's AVR video processing by either turning the I/P scaler off and the Video Mode off, or set Video Mode to bypass.
    • So yes there is a way to turn the I/P Scaler off and I did so for this experiment. As well as setting the Video Mode to HDMI. Still the same issues. 
  • Does the issue only occur when playing videos on Netflix? No issues when streaming video from other services or playing DVD, Blueray video (not streaming)? Or when playing a local file?
    • This goes back to my initial statement. The Video going Black only occurs during Netflix/Amazon videos and going to Netflix's website. Any other way of playing videos, like HD videos it does not occur. 
  • Could it be an option for you to try using the stereo Audio in the Netflix settings? In Netflix playback itself (not in the AVR or NUC settings), can you select a different audio option (if that is available in the show/movie that you are watching). The idea here is to make sure that this is not related to the DD+ codec issue (there was a known DD+ codec issue affecting AVR-790)
    • I have viewed videos with only stereo and the outcome is still the same regarding the Audio. In the video below you can see there is no audio but still the screen goes black and then comes back. 
  • What is the resolution that you are using? What happens If you lower the resolution or try a different refresh rate? Do you see the same behavior?
    • I am using 1920x1080, set different refresh rates, still occurred. I did use 800x600, set different refresh rates and the Black Screen still occurred. 
  • If nothing from above was helpful, can you please share a short video to help us see the issue and what is on the AVR at that moment?

If there is anything else needed please let me know. 

Sebastian_M_Intel
Moderator
78 Views

Hello ericf,   

 

Thanks for the reply. 

 

Please kindly wait for a response while we review this information internally. 

 

Regards,   

   

Sebastian M   

Intel Customer Support Technician


Ronny_G_Intel
Moderator
50 Views

Hi ericf,

 

Thank you for the detailed information that you provided. 

Let me check with the NUC team and I will get back to you.

 

Regards,

Ronny G