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Beginner
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[NUC8i7HNK] TV Freezes NUC

Hi Intel,

I connect my NUC to a Samsung 4K TV 55Q80R by HDMI. But my system often freezes under following conditions.

  1. Open TV on boot complete.
  2. Suspend system for a wile than resume.
  3. Change my system display settings like 59 to 60 hz.
  4. Hot plug HDMI cable.

 

This problem never happen to my other HDMI display.​

 

My system is Windows 10 Home. I already update my driver & BIOS to the latest version.

Is there any way to solve this problem?

BRs,

TzuWen

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Moderator
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Hello TChan103,

 

Thank you for posting on the Intel® communities.

 

Please run the following tool and attach the report generated. 

 

1. Intel® System Support Utility (Intel® SSU) 

  • Intel® SSU Download link 
  • Open the application 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". 

 

Questions:

  • Does the issue only happen with this monitor? (By any chance have you tested a third monitor)
  • What is the model of the other monitor that works fine? 

 

Best regards,

 

Adrian M.

Intel Customer Support Technician

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Beginner
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Hi Intel,

Thanks for your reply. The following attachment is my ssu log.

To answer your questions:

  • Does the issue only happen with this monitor? (By any chance have you tested a third monitor)
  • What is the model of the other monitor that works fine?

>>Yes, this issue only happen with this monitor(Samsung Q80R), I have other two monitor, BenQ EW2775ZH and a cheap TV(EM-32MA15D). System did not freeze when I hot plug HDMI cable or change frequency setting or other steps I mentioned.

 

 

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Moderator
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Hello TChan103,

 

Thank you for your reply.

 

I would like to test this behavior on my end, please allow me some time to update the thread.

 

Regards,

 

Adrian M.

Intel Customer Support Technician

 

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Hi Intel,

​I recorded a video to represent this issue.

Hope it helps to analyze the problem.​

https://www.youtube.com/watch?v=Z_kaQL2-IQw

This issue also happen to single display use, but multi-display can observe clearly.

BRs,

TzuWen

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Moderator
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Hello TChan103,

 

Thank you for your reply.

 

I would like to confirm some details:

 

  • What is the resolution on both displays and refresh rate?
  • How are the displays connected? Straight connected? (HDMI to HDMI) is there any docking station or adapter?
  • Are you using extended mode, duplicate/clone display? (Windows settings).

 

Best regards,

 

Adrian M.

Intel Customer Support Technician

 

 

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Hi Intel,

 

The following information is provided to you

 

  • What is the resolution on both displays and refresh rate?

Samsung Q80R: 3840*2160 60fps

BenQ EW2775ZH: 1920*1080 60fps

But this issue also happen when I set Q80R resolution to 1920*1080.

  • How are the displays connected? Straight connected? (HDMI to HDMI) is there any docking station or adapter?

Straight connected(HDMI to HDMI).

  • Are you using extended mode, duplicate/clone display? (Windows settings).

I use Extended Desktop mode. But this issue also happen to single display use.

I borrowed another NUC mini PC, ASUS PN60, which use Intel® UHD Graphics 620.

And do the same operation which my NUC8i7HNK will freeze, but PN60 works well.

https://www.youtube.com/watch?v=pWYJ2SRIzr4

 

Set NUC8i7HNK resolution to 1920*1080 and refresh rate from 29hz to 59hz.

https://www.youtube.com/watch?v=JSTwh0R5Hxw

59hz to 60hz(clearer)

https://www.youtube.com/watch?v=JlTVK6Tje1o

Change refresh rate is easy to represent this issue. What really bothers me is when I open my TV or wake up my NUC from suspend, sometimes(60%) my system will freeze.

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Moderator
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Hello TChan103,

 

Thank you for your reply.

 

We appreciate all the details provided, please allow me some time to update the thread and try this on my end.

 

Best regards,

 

Adrian M.

Intel Customer Support Technician

 

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Moderator
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Hello TChan103,

 

I would like to update the thread.

 

We were working on this case and followed the steps as you previously mentioned to reproduce the issue and test the behavior in our end, however, we did not get the same behavior which makes us think that there might be a handshake issue with that specific monitor (Samsung Q80R) since 2 monitors have been tested and only one of them is presenting the issue. From our end, we tested with 2 monitors using different resolutions in both displays in one scenario we set them 3840x2160 & 1920x1082 and on the second scenario we set them in 4k both of them and the Intel® NUC Kit NUC8i7HNK did not freeze. 

 

For testing porpuses, you might try to set up lower resolutions and refresh rates on the Samsung Q80R to test the behavior.

 

What happens if you connected only the Samsung Q80R? Does it freeze?

 

Best regards,

 

Adrian M.

Intel Customer Support Technician

 

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Hi Intel,

Please see my video, this issue also happen to single display use. And when I set up lower resolutions(1920*1080) and refresh rates(30fps) on the Samsung Q80R this issue still happens.

​​

I borrowed another NUC mini PC, ASUS PN60, which use Intel® UHD Graphics 620.

And do the same operation which my NUC8i7HNK will freeze, but PN60 works well.

https://www.youtube.com/watch?v=pWYJ2SRIzr4

 

Set NUC8i7HNK resolution to 1920*1080 and refresh rate from 29hz to 59hz.

https://www.youtube.com/watch?v=JSTwh0R5Hxw

59hz to 60hz(clearer)

https://www.youtube.com/watch?v=JlTVK6Tje1o

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Moderator
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Hello TChan103,

 

Thank you for your response.

 

We were testing this behavior as well on our end but we did not get the same issue, we think that the issue can be related to a handshake issue between the monitor and the Intel® NUC Kit NUC8i7HNK since different TV/monitor models did not present the issue.

 

Our recommendation is to make sure that your TV has the latest firmware update it's recommended to contact the system manufacturer of the TV to get the appropriate steps to update the firmware of the TV and test a certified HDMI 2.0 cable.

 

In case the steps do not work, it would be good to report this issue to the TV manufacturer (Samsung).

 

Note:

If you think that the issue is more related to the Intel® NUC Kit NUC8i7HNK please feel free to contact your Intel local support for warranty options.

 

Best regards,

 

Adrian M.

Intel Customer Support Technician

 

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Hi Intel,

Thank you for your reply.

 I had reported this issue to the Samsung. But Samsung think this issue is more related to the Intel® NUC Kit NUC8i7HNK.

  1. I borrowed another NUC mini PC, ASUS PN60, which use Intel® UHD Graphics 620. And do the same operation which my NUC8i7HNK will freeze, but PN60 works well. ​
  2. NUC8i7HNK should not freeze by any output device operation.

If this is hardware case, would you suggest me to RMA?

BRs,

TzuWen

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Moderator
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Hello TChan103,

 

Thank you for your reply.

 

yes, you can contact your local support for possible warranty options/further troubleshooting.

 

I will send you a private message to collect some information.

 

Regards,

 

Adrian M.

Intel Customer Support Technician

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Hi Adrian,

I get my NUC back from RMA, but issue still happen.

By the way, I received a Graphics Driver update Notice.

 

https://downloadcenter.intel.com/download/29231

What's new

  • Fixes the issue that would cause the display not to wake from sleep in some situations.

 

But I can't install this driver due to failure of verify.

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Moderator
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Hello TChan103,

 

Thank you for your input.

 

We appreciate the feedback, based on the previous troubleshooting steps and the recommendations since now 3 systems have been tested and we did not get the same results on different 4k monitors, I would recommend you reporting this issue to the TV manufacturer one more time since only that monitor freezes with the Intel® NUC Kit NUC8i7HNK.

 

Regarding the driver installation error, please open a new thread to better assist you since the original thread is a different topic.

 

Best regards,

 

Adrian M.

Intel Customer Support Technician

 

 

 

 

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