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Community Manager
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NUC8i7HVK Radeon driver problem

Hello

Just bought NUC8i7HVK and found a strange case after Radeon driver installation - now WIN10 x64 is loading properly maybe one out of ten times. In other nine cases - just endless circle of WINDOWS loading on the black screen, but audio works and I can do double-click or right-click in the dark Tried many options - install Radeon driver first, last, before Windows update, after update, from safe mode, from Intel web-site, from AMD web-site, did BIOS update but nothing helped. If there is "Standard Microsoft video driver" + Intel 630 in the system - Windows works properly, but gaming is impossible at all.

Do you have any idea what to do with it?

Thank you in advance

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Novice
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You're supposed to install the Intel branded drivers for the Nuc - you're not supposed to directly install Radeon drivers (as I understand it).

Intel has branded the Radeon drivers themselves - but they remain largely the same even in their interface.

Which are you using?

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Community Manager
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No, sorry - tried original and from AMD and from Intel mirror. Same trouble

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Community Manager
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Hello Zauze

 

Thank you for contacting us.

 

I understand that you are having black screen issues on your Intel® NUC Kit NUC8i7HVK

 

In order for me to assist you better, please provide me with the .txt file that the System Support Utility will generate. To attach a file, you must click the "Attach" option on the bottom right-hand corner of the response box.

 

 

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

 

 

I hope to hear from you soon.

 

 

Best regards.

 

Diego S.

 

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Community Manager
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Hello Diego

Thank you for your response!

SSU log is attached now

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Community Manager
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Hello Zauze

 

 

Thank you for your response.

 

We will need you to totally disconnect your machine from the internet, and then uninstall all the graphic drivers from you machine until the basic display driver is exposed.

 

In order to do it, please go ahead and click on the "Uninstalling the Intel Graphics Driver via the Device Manager Method" option on the following link:

 

https://www.intel.com/content/www/us/en/support/articles/000005598/graphics-drivers.html?_ga=2.12338...

 

Please note that you may need to reboot 2 or maybe 3 times your machine after uninstalling the drivers, so you can make sure that you got rid of them.

 

After that, please go ahead and perform a manual installation of the latest Radeon* Graphics Driver for Intel® NUC Kit NUC8i7HNK,, here's the direct download:

 

https://downloadcenter.intel.com/download/27723/NUCs-Radeon-Graphics-Driver-for-Intel-NUC-Kit-NUC8i7...

 

Please go ahead and try to update the drivers through a manual installation.

 

You will find all the steps here:

 

https://www.youtube.com/watch?v=S1KzoQDjMMY

 

The content on the above site is not controlled by Intel. This information is offered for your convenience and should not be viewed as an endorsement by Intel for the merchants or services offered there.

 

 

I hope this helps.

 

 

Best regards.

 

Diego S.

 

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Community Manager
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Hello Zauze,

 

Thank you for your response.

 

In addition to my previous posts, another step that we would like you to follow will be to trigger the black screen by rebooting your machine and then try the following:

 

Press CTRL+SHIFT+ESC

 

This will display the task manager over the black screen; on the top left corner of the Window you will see the option "File", click on it and then click on "Run New Task".

 

On the Create new task Window, type explorer.exe and then hit OK.

 

This should take your desktop back again and make the black screen disappear, as this issue is reported by several users with different products (not Intel® only) as a consequence of the latest Windows* update.

 

I hope to hear from you soon.

 

 

Best regards.

 

Diego S.

 

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Community Manager
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Hello Diego

Thx for your solution but didn't work. I installed drivers without internet and nothing changed.

CTRL+SHIFT+ESC doesn't work at all - no task manager on the screen.

First boot is always OK, but every reboot causing trouble with black screen. It seems that driver cannot load or work properly after INTEL NUC logo while switching the graphics.

What else can I try?

Thank you

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Community Manager
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Hello Zauze,

 

Thank you for your response.

 

In this case please try the same exact steps as specified in my previous posts, but this time before installing the Radeon* drivers, try the Intel® HD Graphics Driver for Intel® NUC Kit NUC8i7HVK first, found here: https://downloadcenter.intel.com/download/27722/NUCs-Intel-HD-Graphics-Driver-for-Intel-NUC-Kit-NUC8... https://downloadcenter.intel.com/download/27722/NUCs-Intel-HD-Graphics-Driver-for-Intel-NUC-Kit-NUC8...

 

Remember to uninstall all drivers again and start the process from zero and then proceed with the installation of drivers in the order specified above.

 

After installing the first package of drivers, please go ahead and reboot your machine and the go on with the Radeon* drivers installation.

 

I really appreciate your patience on this topic.

 

 

I hope to hear from you soon.

 

 

Best regards.

 

Diego S.

 

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Are you overclocking your CPU or memory? Are you using DD4 2400 or 2133? There have been cases where using DDR4 3200 caused the system to react inconsistently. If you have the latest BIOS installed, go into Visual BIOS and reset to F9 Defaults and then save and exit.

I just set up an HVK with 2400MHz memory and Windows 10 RS4 and did not have any issues with drivers installing.

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Community Manager
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Hello Diego

Thank you for your time, I really appreciate.

Problem just solved. Only Win10 RS3 or RS4 supports two graphic cards, so I just tried RS4 from April and now everything is OK I hope.

Sorry for waisting your time and thank you for your patience

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