NUC8i7BEH graphics issue

amsoares · ‎10-06-2022

Hello Team,

This is an old problem I have but I need this addressed one more time.

NUC8i7BEH with one monitor connected via HDMI everything works fine.

When a second monitor is connected to the USB-C port problems start: hdmi monitor starts flickering, usb-c monitor goes power off. This can last a few minutes until suddenly usb-c monitor wakes up and both monitors work fine.

I made all the possible upgrades, bios, graphics adapter and so on.

Now I'm running the last one, 31.0.101.2111.

+++

But I found something interesting:

Windows 10 labels usb-c monitor as monitor #1 and hdmi monitor as monitor #2.

On the other hand, Intel Graphics Command Center labels hdmi monitor as monitor #1 and usb-c monitor as monitor #2.

This seems a contradiction that maybe explain this problem.

Please let me know what can be done to solve this issue.

amsoares · ‎10-06-2022

Just made a quick test, booting from Linux Ubuntu was completely clean, both monitors working perfectly. Linux also labels USB-C monitor as monitor #1 and HDMI as monitor #2. This is the same Windows 10 does, only Intel Graphics CC seems to do it wrong. Defenitely it's a software issue and it seems related with the Intel side of things.

DeividA_Intel · ‎10-07-2022

Hello amsoares,

Thank you for posting on the Intel® communities. I am sorry to know that you are having issues with your Intel® NUC Kit NUC8i7BEH.

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

1. Was the issue present out of the box?

2. Are you using adapters or a straight connection?

3. Just to confirm, is this issue only present on Windows 10?

4. Have you updated the driver for the thunderbolt port?

5. Just to confirm, after a clean install of Windows 10, dies the issue continue?

Regards,

Deivid A.

Intel Customer Support Technician

amsoares · ‎10-07-2022

Hello Deivid,

Trying to answer the questions:

1. Was the issue present out of the box?

Yes, since the beginning in 2020 then I just gave up using two monitors with this NUC.

Now I'm trying again but after all this time and after many Windows/Intel updates the issue remains.

2. Are you using adapters or styright connection?

No adapters, straight HDMI and USB-C cables.

3. Just to confirm, is this issue only present on Windows 10?

Yes, yesterday I tested with Ubuntu Linux and there are no issues at all.

4. Have you updated the driver for the thunderbolt port?

Yes, running this version: TBT-Win10_Win11-1.41.1193.0

5. Just to confirm, after a clean install of Windows 10, dies the issue continue?

Never tried this, there's not a quick and simple way to do it.

I was trying to find any Intel or Windows logs but I can't find anything. Do you know where to search for this kind of error ?

Thanks.

DeividA_Intel · ‎10-10-2022

Hello amsoares,

Thanks for the information provided. In order to continue, I would like you to try the following:

1. As a test, try different HDMI and USB-C.

2. Update the firmware version for both monitors. The current one may not be fully compatible with Windows 10.

3. If possible, test one monitor at a time to check if the issue appears, with HDMI and USB-C cables.

4. Update your BIOS to version 0090, you mentioned that the BIOS is updated, if that is the case try a BIOS recovery.

BIOS: https://www.intel.com/content/www/us/en/download/743906/bios-update-becfl357.html
Steps (BIOS Recovery using the Power Button Menu): https://downloadmirror.intel.com/749466/NUC-BIOS-Update-Readme.pdf

Regards,

Deivid A.

Intel Customer Support Technician

amsoares · ‎10-11-2022

Hello Deivid,

This works fine with Linux so this is not a physical problem. I'm already running the 0090 BIOS release and the problem is the same. I'm convinced that this is a Driver issue, what kind of logs do we have available to see what's happening ?

Thanks.

DeividA_Intel · ‎10-12-2022

Hello amsoares,

Thank you for the information provided

I will proceed to check the issue internally and post back soon with more details.

Best regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎10-12-2022

Hello amsoares,

Thanks for your patience. In order to continue with the investigation I will need the following information:

1. Just to confirm, do you have the same frequency and resolution with your monitor on both operating systems? This will allow me to make sure that both operating systems are working with the same specification.

2. To discard any issues with the bandwidth, can you try a lower resolution on Windows?

3. What is the resolution and frequency/MHz that you are using on Windows and Linux? This will help us in case I need to replicate the issue.

4. If possible and to make sure that this issue is not related to the bandwidth, can you try with different cables? If this is not possible, just let me know.

5. To have a better understanding of your issue, please take a short video where I can see the issue with the monitors.

I am sorry if I am repeating myself or if I am insisting too much, but this will help me to provide you with better and more accurate information.

Best regards,

Deivid A.

Intel Customer Support Technician

amsoares · ‎10-13-2022

Hello Deivid,

I really appreciate your help.

1) It seems there is indeed something wrong with frequency sync under windows 10, please check win10-monitor screen shots.

2) With linux everything is smooth at 60hz, please check linux-monitor screen shots.

3) I have recorded a video to show what happens, this time it took a few seconds, usually it takes much more time to "synchronize". Check this file here:

https://1drv.ms/v/s!Ahjvh5d0MhNSjEsE_qUQg0tEpZrq?e=ATFTk4

Thanks.

3)

DeividA_Intel · ‎10-14-2022

Hello amsoares,

Thanks for the information provided. I will proceed to investigate this behavior with the monitors internally and as soon as I have any details for you I will let you know.

Thanks for your comprehension.

Regards,

Deivid A.

Intel Customer Support Technician

Ronny_G_Intel · ‎10-18-2022

Hi amsoares,

We have been testing this configuration with the intent to replicate the issue but unfortunately, we haven't had any luck.

We tested the same Graphics Driver version and tested it with 2 monitors:

M1-HDMI-M2-DP_to_Type-C, using DP to Type-C cable.
M1-HDMI-M2-Type-C, using Type-C to Type-C cable.

We are not sure if this is a compatibility issue with Lenovo L27M-28 monitor or not.

Is it possible for you to test with other monitors?

I am going to try to attach a couple of videos so that you can see our testing.

Regards,

Ronny G

amsoares · ‎10-18-2022

Hello Ronny,

I really appreciate your testing, I can't ask more. I once opened a case with Lenovo about this issue but got null feedback:

https://forums.lenovo.com/t5/Displays-Options-and-Accessories/Dual-L27m-28-Monitors-with-NUC8i7BEH/m-p/5023080

Let me see if I can find other monitors to test this further, I'm starting to believe that there is something wrong with these monitors.

Thanks.

DeividA_Intel · ‎10-19-2022

Hello amsoares,

Thanks for your response. I will be waiting for the outcome of your test, please let me know if you were able to get some monitors to test.

You can find the videos of our test attached.

Best regards,

Deivid A.

Intel Customer Support Technician

DeividA_Intel · ‎10-21-2022

Hello amsoares,

After checking your thread, I would like to know if you need further assistance.

If so, please let me know.

Regards,

Deivid A.

Intel Customer Support Technician

amsoares · ‎10-21-2022

Hello Deivid,

It seems the problem is with my Lenovo monitors, but I need to test other monitors to be sure. I don't have any available, I need to borrow from someone and it will take some time. So I propose to close this case, I will open a new one with my findings. Thank you very much for all the work you've done.

DeividA_Intel · ‎10-24-2022

Hello amsoares,

Thanks for your response. I understand that you may need some time to get the monitors and perform the tests, I will proceed to close this thread as you mentioned. You can open a new one and use this thread as a reference, to share your findings or if you need further support.

Best regards,

Deivid A.

Intel Customer Support Technician